Re: SSL Certificate Errors - Remedy ARS 7.6.04 Mid-Tier

[Pargeter, Christie M :LSO IS]

These instructions where for our Business Objects environment but it might help

· Run MMC

· Add Snap-in

· Select Certificates

o   For a Computer accounts

o   For Local computer

· Create a new certificate

· Fill out needed fields

· 

· From the MMC console

· Import the CER, in personal

· Export the Certificate as a private key (.PFX)

· Update Tomcat\conf\server.xml (the red sections)

o   

· Restart Tomcat

Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Tuesday, May 03, 2016 2:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSL Certificate Errors - Remedy ARS 7.6.04 Mid-Tier

**
Tomcat

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie M :LSO IS
Sent: Tuesday, May 03, 2016 4:39 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: [EXTERNAL] Re: SSL Certificate Errors - Remedy ARS 7.6.04 Mid-Tier

**
IIS or Tomcat?

Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Tuesday, May 03, 2016 1:50 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: SSL Certificate Errors - Remedy ARS 7.6.04 Mid-Tier

**
Below is what the problem we are experiencing is:

A Certificate Revocation List (CRL) was updated and published. It was built 
using SHA2 algorithm.

Remedy started returning errors that the Certificate had been revoked, which it 
had not.

A hypothesis was built that suggested the existing SHA1 certificate on the 
RemedyMid server was in conflict with the CRL. We attempted to replace the 
existing certificate (SHA1) with a SHA2 certificate and has failed. We tried 
replacing the cert with a new SHA1 certificate and are still having issues.

The current behavior is what appears to be a “Self Signed” Cert is being 
generated that has a 3 month expiration.

I have a ticket open with BMC.  Has anyone experienced this and do you have any 
idea how to fix it?


ITSM 7.6.04 SP3
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org<mailto:claire.sanf...@memorialhermann.org>




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Re: SSL Certificate Errors - Remedy ARS 7.6.04 Mid-Tier

[Pargeter, Christie M :LSO IS]

IIS or Tomcat?

Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Tuesday, May 03, 2016 1:50 PM
To: arslist@ARSLIST.ORG
Subject: SSL Certificate Errors - Remedy ARS 7.6.04 Mid-Tier

**
Below is what the problem we are experiencing is:

A Certificate Revocation List (CRL) was updated and published. It was built 
using SHA2 algorithm.

Remedy started returning errors that the Certificate had been revoked, which it 
had not.

A hypothesis was built that suggested the existing SHA1 certificate on the 
RemedyMid server was in conflict with the CRL. We attempted to replace the 
existing certificate (SHA1) with a SHA2 certificate and has failed. We tried 
replacing the cert with a new SHA1 certificate and are still having issues.

The current behavior is what appears to be a “Self Signed” Cert is being 
generated that has a 3 month expiration.

I have a ticket open with BMC.  Has anyone experienced this and do you have any 
idea how to fix it?


ITSM 7.6.04 SP3
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org




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Re: Goofy Error

[Pargeter, Christie M :LSO IS]

I have notes that this query will identify the records that need to be updated 
(Note we are on SQL not Oracle)


select * from tms_task where (Flag = 1) AND (Status < 6000) AND (Status != 
3000) AND (Expected_Time_Out>0)
But it is TMS:SHR:CheckExpectedTimeOut is the object that is failing.

Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Thursday, February 11, 2016 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Goofy Error

**
Hi All

Has anyone seen this error before? I thought it was about a KB article with an 
expired review date. But after changing the review date I am still getting this 
error. Get this error in 5 times every minute. Can't find an escalation or 
anything

Thu Feb 11 16:35:21 2016  390603 : The SQL database operation failed. : 
ORA-01407: cannot update ("ARADMIN"."T1060"."C7") to NULL (ARERR 552

ARS 7.6.04 SP5
ITSM 7.6.04 SP2

Mark

Mark Brittain
Sr. OSD Systems Engineer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
[navsig]




This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. 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, 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 
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ITSM Universe

[Pargeter, Christie :CO IS]

Hi All - I heard there is a Universe available for ITSM.  Any idea where I can 
find this?

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
SLM 7.6.4 SP 1
Window 2008 - 64 Bit
MS SQ 2005
IIS/Tomcat
MidTier 7.6.4 SP 4


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Re: [EXTERNAL] ITSM Universe

[Pargeter, Christie :CO IS]

Yep that is what I was talking about.

Thanks!

Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, June 12, 2014 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] ITSM Universe

**
If you mean a Business Objects universe for ITSM used for reporting purposes, 
that comes with the product BMC Analytics.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.govmailto:nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Pargeter, Christie :CO IS
Sent: Thursday, June 12, 2014 11:54 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: [EXTERNAL] ITSM Universe

**
Hi All - I heard there is a Universe available for ITSM.  Any idea where I can 
find this?

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
SLM 7.6.4 SP 1
Window 2008 - 64 Bit
MS SQ 2005
IIS/Tomcat
MidTier 7.6.4 SP 4

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BIRT Window 7 64 Bit

[Pargeter, Christie :CO IS]

I am upgrading my work computer to Windows 7 64 Bit but when I try to
open BIRT I am getting some Java errors.  I did install a 32 bit java on
the PC.

 

Any ideas?

 

Thanks!!!

 

Christie Pargeter | Sr Technical Analyst | Legacy Health | Information
Systems  Services
1919 NW Lovejoy Street | Portland, OR 97209 | tel 503-415-5149| email 
cparg...@lhs.org mailto:cparg...@lhs.org 

 


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BIRT Window 7 64 Bit

[Pargeter, Christie :CO IS]

I am upgrading my work computer to Windows 7 64 Bit but when I try to
open BIRT I am getting some Java errors (see attached picture).  I did
install a 32 bit java on the PC.

 

Any ideas?

 

Thanks!!!

 

Christie Pargeter | Sr Technical Analyst | Legacy Health | Information
Systems  Services
1919 NW Lovejoy Street | Portland, OR 97209 | tel 503-415-5149| email 
cparg...@lhs.org

 


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RESOLVED: BIRT Window 7 64 Bit

[Pargeter, Christie :CO IS]

Open your BIRT.INI file and add

-vm 
C:\Program Files (x86)\Java\jre1.5.0_16\bin\javaw.exe

yes you need the return mark

Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Monday, April 21, 2014 5:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: BIRT Window 7 64 Bit

I would go to the forum or FAQ on the Eclipse website for more info.
I'm working on a Windows 7 32 bit machine, so mine is working as expected of 
course.  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, April 17, 2014 11:33 AM
To: arslist@ARSLIST.ORG
Subject: BIRT Window 7 64 Bit

** 

I am upgrading my work computer to Windows 7 64 Bit but when I try to open BIRT 
I am getting some Java errors.  I did install a 32 bit java on the PC.

 

Any ideas?

 

Thanks!!!

 

Christie Pargeter | Sr Technical Analyst | Legacy Health | Information Systems 
 Services
1919 NW Lovejoy Street | Portland, OR 97209 | tel 503-415-5149| email 
cparg...@lhs.org mailto:cparg...@lhs.org 

 

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Re: OT: Friday Humor

[Pargeter, Christie :CO IS]

If you haven't seen this one it is funny and safe for work

 

http://www.youtube.com/watch?v=DYu_bGbZiiQ 

 

Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Friday, April 11, 2014 9:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Friday Humor

 

** 

I received that in my email this morning from linked in perhaps.

 

VERY FUNNY!

On Fri, Apr 11, 2014 at 11:43 AM, Thad Esser thad.es...@gmail.com
wrote:

** 

I think we've all been in this meeting...

 

http://www.youtube.com/watch?v=BKorP55Aqvg

 

(it is safe for work)

 

Cheers,

Thad

_ARSlist: Where the Answers Are and have been for 20 years_ 




-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367 _ARSlist: Where the Answers Are and have been for 20
years_ 


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Re: Without using /arsys how to point the remedy login page.

[Pargeter, Christie :CO IS]

You will also have to update your uriworkermap.properties file.  Add /=wlb on a 
new line

Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: Thursday, April 10, 2014 3:42 AM
To: arslist@ARSLIST.ORG
Subject: Without using /arsys how to point the remedy login page.

Suresh,

A number of ways. A server side redirect is the easiest way. In a standard 
Tomcat installation, you have a ROOT directory under webapps.
Locate the index.jsp file to a different name and create a new one with the 
following contents:

% response.sendRedirect(/arsys); %


John

--
SSO Plugin for BMC ITSM and more.
http://www.javasystemsolutions.com/jss/ssoplugin

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Re: How to investigate if Remedy Page is delayed.

[Pargeter, Christie :CO IS]

In your TelAlert install folder you will see a telalert.trail file.  This will 
give you a bit more information about the message that the system sent out.

 

2014/02/02 07:51:16Event [70]Send Change (53905/53905), Status: [81]Message 
sent

2014/02/02 07:51:16Event [21]Alert Completed (53905), Status: [81]Message 
sent, LHSWCTP

 

If you start your TelAlert with “telalert -debugprotocol 1” you will get more 
information:

 

2014/04/09 13:59:26Event [20]Alert Started (4967), Status: [20]Alert Started, 
VerizonPhone

2014/04/09 13:59:26Event [80]Send Started (4967/4967), Status: [80]Message 
issued, VerizonPhone(lhsmailcon:smtp, PIN=1234567890): INC0011, Medium, 
Allyson Anderson, 1 123 456-7890, Non-Urgent: Help with my computer - no 
internet access assigned to group XXX

2014/04/09 13:59:27Event [70]Send Change (4967/4967), Status: [81]Message sent

2014/04/09 13:59:27Event [21]Alert Completed (4967), Status: [81]Message sent, 
VerizonPhone

Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Harry
Sent: Wednesday, April 09, 2014 1:57 PM
To: arslist@ARSLIST.ORG
Subject: How to investigate if Remedy Page is delayed.

 

** 

Hi Experts,

 

Please help to investigate if its really from remedy end,

 

We have Pager service configured for Incident management. there are few service 
targets configured for say P1 tickets and under the milestone tab we have 
Action- Pager or Run Process Action. We have one pager command in this action.

 

/opt/telalert/bin/telalertc -l $Assigned Group$, $Company$P1, GLIP1 -m P1 
$Company$ reported at $Reported Date$: $Incident Number$; $Description$ 
$Assigned Group$ -host XXX.xxx. 

 

How to investigate when user report issue like Remedy Page is delayed by say 15 
min.

 

Thanks,

Harry

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Re: Caught Exception issue...

[Pargeter, Christie :CO IS]

There is a way if you know the secret path.  I don't know if for 8.1
but here is the format for 7.6.4 SP 4 to give you an idea

 

http://ftp.bmc.com/outgoing/7604sp4_hotfix 

 

Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Tuesday, February 04, 2014 1:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception issue...

 

** 

Interestingly, BMC makes it next to impossible to actually get hotfixes
without waiting on their support.  Do you know any alternate means of
getting the Mid Tier Hotfix you mentioned that doesn't require a U.N.
Resolution worth of log files and config files in the right format?

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai
Sent: Tuesday, February 04, 2014 1:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception issue...

 

** 

Suresh,

What is the patch version of ARS , Midtier and Tomcat 

Apply Patch 02 for ARS, Mid tier Hotfix (Dec072013  ) and Patch 36 for
Tomcat 6.0 and see if it helps

We had few issues with ARS 8.1 un-patched version.
  
Thanks 
Ravi Rai 



Date: Wed, 5 Feb 2014 00:06:18 +0530
From: ersures...@gmail.com
Subject: Caught Exception issue...
To: arslist@ARSLIST.ORG

** Team,
Recently, facing the lot of issues related to  Caught Exception. tried
with mid tier flush and advised to flush the local browser cache and
restarted with mid tier.but, no luck. 
Error starts with  Caught exception and error with some different
message like mobj, t.resultlist,Vcolins etc.,
Can you please provide the guidence to fix this issue?
Remedy version 8.1
OS Windows server 2012.
Tomcat 6.0
Regards,
Suresh L
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Persistence Cache Check Interval

[Pargeter, Christie :CO IS]

Hi All - We are having our production MidTier getting slightly corrupted
every week.  I am getting tired of having to flush the server cache
every week.  I am thinking of turning on the Definition Change Check
Interval on my production server to 86400 (24 hours).  But I want to
understand what kinds of performance hits and when I would get these
performance hits.  Can anyone help?  I was thinking if I made this
change at say 2 am then I would get the performance hits then (that
would be fine we have like 1 person on at that time) but then I wondered
what would happen when I do an actual flush of the cache (e.g., when I
promote code).  Would it reset to that time for it to look?

 

Also, will it look at all cache in the system to see if anything has
changed or just certain things? 

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 5 HotFix 11/13/13

 

Christie Pargeter | Sr Technical Analyst | Legacy Health | Information
Systems  Services
1919 NW Lovejoy Street | Portland, OR 97209 | tel 503-415-5149| email
cparg...@lhs.org mailto:cparg...@lhs.org 

 


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SQL Stealing all of CPU

[Pargeter, Christie :CO IS]

Hi All - my DBA is complaining that my QA/Test/UAT server is trying to
steal all the CPU of the database server.  Any ideas how I can limit how
much my system tries to do in parallel?

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005 SP 3

IIS/Tomcat

MidTier 7.6.4 SP 5 HotFix 11/13/13

 


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Re: SQL Stealing all of CPU

[Pargeter, Christie :CO IS]

This is my QA environment...it is already slow so might not be that
different.  How would I limit my thread?

 

Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, January 07, 2014 4:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Stealing all of CPU

 

** 

You could limit your thread, or your dba could set your user account as
limited, but anything you do well impact the performance of your remedy
instance.

On Jan 7, 2014 4:44 PM, Pargeter, Christie :CO IS cparg...@lhs.org
wrote:

** 

Hi All - my DBA is complaining that my QA/Test/UAT server is trying to
steal all the CPU of the database server.  Any ideas how I can limit how
much my system tries to do in parallel?

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005 SP 3

IIS/Tomcat

MidTier 7.6.4 SP 5 HotFix 11/13/13

 

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Re: Recommended web browser (7.6.04 SP4)

[Pargeter, Christie :CO IS]

We have some people here use Chrome and the only thing we have found
that doesn't work in when you go to the Search Knowledge base and put
something in.  The system can't seem to handle the icons BMC built for
the results list.  On Chrome was can use the global search (upper right
hand corner) just fine.

 

Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Thursday, December 12, 2013 6:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Recommended web browser (7.6.04 SP4)

 

** 

Hi Mahmoud,

 

My mid-tier is on 7.6.04 SP4 201309051922. IE8  9 work well. If a user
has IE10 or later then they must use compatibility mode. Firefox also
works. Google Chrome (not supported) is used by some and I have not
heard any complaints.

 

Hope this helps.

Mark

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of mahmoud mahdy
Sent: Thursday, December 12, 2013 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Recommended web browser (7.6.04 SP4)

 

** 

what is the version does BMC recommend..?
 



Date: Thu, 12 Dec 2013 20:01:32 +0530
From: munesh.ko...@gmail.com
Subject: Re: Recommended web browser (7.6.04 SP4)
To: arslist@ARSLIST.ORG

** 

Hello Mahmoud, 

 

Usually BMC recommends Remedy should be accessed via Internet Explorer.

 

Thanks.

 

Regards

Munesh

 

On Thu, Dec 12, 2013 at 7:41 PM, mahmoud mahdy mahmoud_ma...@live.com
wrote:

** 

Dears,
Please tell me what is the recommended browser fro 7.6.04 SP4..??.
Thanks

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This E-mail and any of its attachments may contain Time Warner Cable
proprietary information, which is privileged, confidential, or subject
to copyright belonging to Time Warner Cable. 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, 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
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MidTier Error Attaching file

[Pargeter, Christie :CO IS]

My help desk is reporting that they are getting this error this morning.
Last night I did upgrade MidTier to SP 5  HF 101813.  Has anyone seen
this before?

 

Message: Caught exception :'parent.inclusionAttachmentExtensions.length'
is null or not an object

 

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 5 HF 1018213

 


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image001.png

Re: MidTier Error Attaching file

[Pargeter, Christie :CO IS]

I was afraid of that answer.  I will be flushing the server cache
tonight to see if it fixes it.  Just can't do that on prod in the middle
of the day or the system is too slow as it builds cache and the Help
Desk gets too backed up.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, November 15, 2013 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: MidTier Error Attaching file

 

** 

Christie,

Did you flush your Mid-Tier cache, and then have your users flush their
local browser cache and still experience the issue?

 

On Fri, Nov 15, 2013 at 9:51 AM, Pargeter, Christie :CO IS 
cparg...@lhs.org wrote:

** 

My help desk is reporting that they are getting this error this morning.
Last night I did upgrade MidTier to SP 5  HF 101813.  Has anyone seen
this before?

 

Message: Caught exception :'parent.inclusionAttachmentExtensions.length'
is null or not an object

 

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 5 HF 1018213

 

_ARSlist: Where the Answers Are and have been for 20 years_

 

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Re: MidTier 7.6.4 SP 4 HF 101413 Chrome

[Pargeter, Christie :CO IS]

It was working on 7.6.4 SP 4  it works on the SP 5 10/18/2013 HF.
Looks like we are just going to upgrade our MidTier to SP5 HF 101813
this week to get those people back to working.  The corp standard here
is to use IE so they will be forced to follow the standards for about a
week.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sweety
Sent: Sunday, November 10, 2013 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: MidTier 7.6.4 SP 4 HF 101413  Chrome

Was it working before applying hot fix ?

Flush mid tier cache, browser cache, restart tomcat and see if it works.


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MidTier 7.6.4 SP 4 HF 101413 Chrome

[Pargeter, Christie :CO IS]

Hi All - I just applied Hot Fix 10142013 to our MidTier server (and
Tomcat 7.0.42) and now people cannot access the system with Chrome.  It
will allow them to log in but the screen never actually loads.  I know
that Chrome isn't supported by BMC yet but was wondering if anyone has
figured out what this is and how to fix it.

 

Thanks

 

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat 7.0.42

MidTier 7.6.4 SP 4 HF 10142013

 


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Re: Need help to resolve this issue

[Pargeter, Christie :CO IS]

Did you make sure that at least one security group the email account has
access to field 1 on the form?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: Friday, October 18, 2013 10:43 AM
To: arslist@ARSLIST.ORG
Subject: Need help to resolve this issue

 

** 

Hello All,

 

We have structured email interface (using template) .We are on ARS 7.1
version. 

 

It was working fine till yesterday but it is not working. Whenever we
are sending email to particular mail id and when that email template
gets parsed ,i am getting following error :

 

You do not have write access (at create time) to field 1 

 

We have already check user which is created for this email interface and
that user has fixed license. I have already restarted email engine as
wel las ar server successfully. 

 

Could you lease help me to resolve this issue?

 

Regards,

 

Amit B 

 

 

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Re: CAUGHT EXCEPTION: UNABLE TO GET VALUE OF THE PROPERTY 'START'

[Pargeter, Christie :CO IS]

We have had this before and found that it only happens to people with
the Administrator security group.  If clearing the browser cache doesn't
fix it then you have to flush the midtier cache.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
Sent: Thursday, October 17, 2013 4:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: CAUGHT EXCEPTION: UNABLE TO GET VALUE OF THE PROPERTY
'START'

 

** 

Clear your browser cache.

 

To clear the browser cache on IE, follow these steps: 

 

Logout of Remedy. 

Hit the F12 key. 

When the Developer Tools open, click Cache on the menu (CTRL + R). 

In the Cache menu, select Clear browser cache . . . 

Click OK in the dialog. 

Close the browser. 

Open a new browser, log into Remedy. 

 

Tips 

Dedicate a browser to Remedy use. 

Logout of the application and close the browser at the end of the day. 

Routinely clear the browser cache.

 

Thank you,

 

Sandra Hennigan

Remedy Developer

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fazila Patel
Sent: Thursday, October 17, 2013 3:47 AM
To: arslist@ARSLIST.ORG
Subject: CAUGHT EXCEPTION: UNABLE TO GET VALUE OF THE PROPERTY 'START'

 

** 

Hi

 

I receive the error below when I select Assigned to my Selected Groups
on ITSM.  I am using Internet Explorer 9 and ITSM version 7.6.4.  Please
assist.

 

 

 

 

Fazila Patel

Remedy Administrator

EOH Managed Services PS

 

tel: +27 (10) 241 7107 | cell: +27 82 922 2322

fazila.pa...@eoh.co.za mailto:name.surn...@eoh.co.za|   
www.eoh.co.za http://www.eoh.co.za/ 

 

 

 

Consulting | Technology | Outsourcing

 

 

 

 



This e-mail transmission contains confidential information, which is the
property of EOH Holdings Limited and its subsidiaries (EOH). No
person, other than the recipient (so indicated by the sender) may use or
disclose the contents of this message, links or attachments hereto, to
any person whatsoever. Unauthorised disclosure and/or use may result in
civil and criminal liability. Any views expressed in this message are
those of the individual sender, except where the message states
otherwise and the sender is authorised to state them to be the views of
any such entity. The disclaimer forms part of the content of this e-mail
in terms of section 11 of the Electronic Communications and Transactions
Act, 25 of 2002. Refer to EOH Disclaimer
http://www.eoh.co.za/live/content.php?Item_ID=1746  



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image001.pngimage002.jpg

Re: MT flush

[Pargeter, Christie :CO IS]

I have left my Dev  QA MT Config passwords the out of the box ones.
But changed the password on prod.  That helps me realize what server I
am on.



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, October 16, 2013 4:52 PM
To: arslist@ARSLIST.ORG
Subject: OT: MT flush

 

Don't you hate it when you accidentally flush the MT cache in PROD
instead of DEV? ...Oops

 

 

 

 

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Re: Work info getting deleted

[Pargeter, Christie :CO IS]

I found this in Change Management on my system.  I had to modify a the 
following filter this way.  We found that if you created a work info while 
creating the CRQ it would drop the Work Info approx. 48 hours later.

 

Ø  CHG:CRQ:SaveWorkInfo_501_CreateWorkInfo_PCWL

v  (501) Part of a Guide

§  Always run

· Added a 2nd action

· (Overlay) Push to SYS:Application Status Enabler where Request ID01 = 
Infrastructure Change ID

¨  Set CHG:Worklog = Yes, Request ID01 = Infrastructure Change ID

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair
Sent: Friday, October 11, 2013 6:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Work info getting deleted

 

** 

Hi
I have checked in the log form but could not find the entries for the work info 
which went missing
To add more to the issue if we add work info at a later stage it remains
Regards

On 11 Oct 2013 19:07, Karthik Nagaramu karthiknagar...@gmail.com wrote:

** 

Hi Rajesh,
Could you directly check in the hpd work log form whether the record is 
present. Also please verify if any archive is enabled for the work log form.

Regard,
Karthik

On Oct 11, 2013 9:33 PM, Rajesh Nair rajesh.nair@gmail.com wrote:

** 

Hello listers 
We are seeing some strange issue in our incident tickets in which work info 
added to the tickets goes missings after  some time it is created
This is a random issue and only similarity what i can see is all the tickets 
were raised using templates 
I think a similar issue was raised here,but wa not to find any

We are on arsystem 7:6:04 patch 2
Itsm 7:604 p2

Regards
Rajesh

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Re: Work info getting deleted

[Pargeter, Christie :CO IS]

You want to add a 2nd action to the filter similar to this.  This is CRQ so you 
would use the Incident ID instead of Change ID  HPD:Worklog = Yes instead of 
CHG:Worklog.

 

Ø  CHG:CRQ:SaveWorkInfo_501_CreateWorkInfo_PCWL

v  (501) Part of a Guide

§  Always run

· Added a 2nd action

· (Overlay) Push to SYS:Application Status Enabler where Request ID01 = 
Infrastructure Change ID

¨  Set CHG:Worklog = Yes, Request ID01 = Infrastructure Change ID

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair
Sent: Friday, October 11, 2013 7:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Work info getting deleted

 

** 

So whats the solution?
Do we have to modify the filter

On 11 Oct 2013 20:22, Fisher, David david_fis...@bmc.com wrote:

** 

 

See KA323941

 

The problem is that Filter HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`! 
does NOT push a record to SYS:Application Status Enabler form. This means that 
Filter INT:FNDHPD:ASE:EnableHPDWorkLog_760_PWLG cannot change the HPD:WorkLog 
Status from Delete to Enable when the Incident is saved. Records are then 
deleted via escalation SYS:CLN:TA@00:05-StartCleanUp.

 

Christie's suggestion below is the same thing, only different (CHG -vs- HPD).

 

- Dave

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mitcham, Ross
Sent: Friday, October 11, 2013 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Work info getting deleted

 

** 

Possibilities:

1)  Someone with access is cleaning up/deleting entries

2)  Potential application issue,  Work log's when created (during an 
incident creation where unsaved), will create the Work logs in a Delete 
state.  When the parent Incident is saved, the child work logs are updated to 
an Enabled state.  There is a cleanup process that occurs that removes these 
child work logs entries over X days old in a Delete state (with the 
assumption the parent incident has been abandoned).  Please at end of day check 
for any work logs in a delete state with a valid parent incident,  then there 
is some issue

 

Regards,

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair
Sent: Friday, October 11, 2013 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Work info getting deleted

 

** 

Hello listers 
We are seeing some strange issue in our incident tickets in which work info 
added to the tickets goes missings after  some time it is created
This is a random issue and only similarity what i can see is all the tickets 
were raised using templates 
I think a similar issue was raised here,but wa not to find any

We are on arsystem 7:6:04 patch 2
Itsm 7:604 p2

Regards
Rajesh

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Re: Work info getting deleted

[Pargeter, Christie :CO IS]

You might have to turn on filter logging to see what is going on for why the 
incident ones are being deleted then.  We only had it in Change and we are on 
7.6.4 SP 4.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair
Sent: Friday, October 11, 2013 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Work info getting deleted

 

** 

The below mentioned push action is already present in code

Regards
Rajesh

On 11 Oct 2013 21:55, Pargeter, Christie :CO IS cparg...@lhs.org wrote:

** 

You want to add a 2nd action to the filter similar to this.  This is CRQ so you 
would use the Incident ID instead of Change ID  HPD:Worklog = Yes instead of 
CHG:Worklog.

 

Ø  CHG:CRQ:SaveWorkInfo_501_CreateWorkInfo_PCWL

v  (501) Part of a Guide

§  Always run

· Added a 2nd action

· (Overlay) Push to SYS:Application Status Enabler where Request ID01 = 
Infrastructure Change ID

¨  Set CHG:Worklog = Yes, Request ID01 = Infrastructure Change ID

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair
Sent: Friday, October 11, 2013 7:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Work info getting deleted

 

** 

So whats the solution?
Do we have to modify the filter

On 11 Oct 2013 20:22, Fisher, David david_fis...@bmc.com wrote:

** 

 

See KA323941

 

The problem is that Filter HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`! 
does NOT push a record to SYS:Application Status Enabler form. This means that 
Filter INT:FNDHPD:ASE:EnableHPDWorkLog_760_PWLG cannot change the HPD:WorkLog 
Status from Delete to Enable when the Incident is saved. Records are then 
deleted via escalation SYS:CLN:TA@00:05-StartCleanUp.

 

Christie's suggestion below is the same thing, only different (CHG -vs- HPD).

 

- Dave

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mitcham, Ross
Sent: Friday, October 11, 2013 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Work info getting deleted

 

** 

Possibilities:

1)  Someone with access is cleaning up/deleting entries

2)  Potential application issue,  Work log's when created (during an 
incident creation where unsaved), will create the Work logs in a Delete 
state.  When the parent Incident is saved, the child work logs are updated to 
an Enabled state.  There is a cleanup process that occurs that removes these 
child work logs entries over X days old in a Delete state (with the 
assumption the parent incident has been abandoned).  Please at end of day check 
for any work logs in a delete state with a valid parent incident,  then there 
is some issue

 

Regards,

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair
Sent: Friday, October 11, 2013 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Work info getting deleted

 

** 

Hello listers 
We are seeing some strange issue in our incident tickets in which work info 
added to the tickets goes missings after  some time it is created
This is a random issue and only similarity what i can see is all the tickets 
were raised using templates 
I think a similar issue was raised here,but wa not to find any

We are on arsystem 7:6:04 patch 2
Itsm 7:604 p2

Regards
Rajesh

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Idea: Get Save Next back in MidTier

[Pargeter, Christie :CO IS]

This was functionality in the User Tool where you could open a list of
records, make a change press Save  Next the system would automatically
save your record and move to the next in the Search Results List.  I
have used this to do data cleanup and even process a number of tickets
since I could do the work on one, save  next, do the work on the next.

https://communities.bmc.com/ideas/2757 

 

 

 

 




Christie Pargeter 
Legacy Health 

IS - BI And Data Services

SR Technical Analyst

cparge...@lhs.org mailto:cparge...@lhs.org 

  1120 Building 

tel: 503-415-5149

 


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Re: How many escalation pools do you have...?

[Pargeter, Christie :CO IS]

I have 4 Escalation threads for ITSM 7.6.4 SP 4 we had some
notifications that could hang for 20 mins in the evenings and would
cause some headaches for our Help Desk since they were high priority
tickets.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Thursday, September 05, 2013 3:06 PM
To: arslist@ARSLIST.ORG
Subject: How many escalation pools do you have...?

 

** 

Hi listers -

 

So we have an infrequent but recurring problem.  One of our
mission-critical escalations (interval, 5 minutes) will every once in a
while die.  It will stop appearing in the escalation log, and the only
way to fix it is to bounce the admin server.

 

There's 204 total escalations on this server, the vast majority of which
are ITSM 7.6.04 base product.

 

We are entering 4000-5000 tickets a day, with additional data being
entered in CM, CMDB, etc., so the data load even for things like the
5-minute recurring SLM Measurement escalation can be significant.

 

We have configured the one that breaks it to run on a specific pool and
no others are configured to use that pool.  Unfortunately that doesn't
mean that pool isn't shared - others can hop in that pool too if the
others pools are busy.  (Kind of thinking of submitting an RFE for a
dedicated pool option that prevents sharing but that's another issue
altogether).

 

So - how many pools do you use? We currently have a max of 4 and
obviously that's not enough.

 

William Rentfrow

wrentf...@stratacominc.com

Office: 715-204-3061

Cell: 715-398-5056

 

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Re: Remedy and Flash

[Pargeter, Christie :CO IS]

We just logged into a PC that didn't have flash and here is what we
saw

 

Application list button matched the background (so the blue didn't fill
in) 

On the widgets on the home page the white backgrounds didn't load

The corners didn't round

But there were red Xs were the images were supposed to be 

   

 

I don't normally install the flash plugin on my servers.

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Friday, August 23, 2013 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy and Flash

 

** 

I recall Doug's explanation.  I don't think I have any vertical text and
who cares about rounded corners if we get some speed!

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, August 23, 2013 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy and Flash

 

** 

Yeah, CMDB should still work because I believe the setting to disable
flash being discussed here will not impact the Atrium plugins.  There is
a thread in the archives where Doug explained it is only used for a
handful of minor formatting features.  One that comes to mind in
addition to rounded corners is vertical text.

 

Jason

 

On Fri, Aug 23, 2013 at 10:24 AM, Terry Bootsma 
tboot...@objectpath.com wrote:

** 

When we made the changes and re-booted the mid-tier, the atrium console
still loaded for us OK.  The only difference was a slight downgrade in
the appearance of the windows, but the performance increased
significantly.

 

HTH.

 

Terry

 

 



From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: August-23-13 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Remedy and Flash

** 

Sort of an add on to the question below...

 

Does disabling Flash do anything other than remove the rounded corners?
Does it make the screen build and change faster?

 

 

 

ITSM 7.6.04 SP2

ARS 7.6.04 SP3

Mid-Tier SP4-s

Oracle 11.2.0.3.0 - 64bit Production

Win 2008 Server

 

Claire Sanford 

Information Systems Division 

Memorial Hermann Healthcare System

claire.sanf...@memorialhermann.org 

 

 

 

From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: Friday, August 23, 2013 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Service Desk agents experience delays when
opening Templates in Remedy while using Internet Explorer 9.

 

** 

I've experienced that as well.

 

Without knowing which version of ARS/ITSM you are running, I would
suggest the following (Applies to 7.6.04 SP4)

 

Problem due to  IE9/Flash and there are two choices:

1. You can downgrade your Flash to version 10.2

or

2. You can disable the Flash UI rendering in your Mid Tier
config.properties file

Set these lines to False:
arsystem.flash.detect_flashplayer=true
arsystem.flash.enable_ui_rendering=true

 

Terry

 

 



From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: August-21-13 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Service Desk agents experience delays when
opening Templates in Remedy while using Internet Explorer 9.

** 

Gordon:

 

Yes, we definitely experienced that.  Unfortunately, I'm drawing a blank
on what we did to address it, but I'm thinking we saw an improvement
after having folks tweak their browser settings somehow.

 

Sorry I can't be of more help.  L

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Tester

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Gordon Frank
Sent: Wednesday, August 21, 2013 10:09 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Service Desk agents experience delays when opening
Templates in Remedy while using Internet Explorer 9.

 

** 

Hello,

 

Has anyone seen this?

 

Service Desk agents experience delays when opening Templates in Remedy
while

using IE 9.  When using Firefox, there are no delays.   Because of
Firefox

quirkiness, Firefox is not always an option.   These delays can be from
5

secs. to 45 secs., which can cause significant delays to the Service
Desk

agents performance.  Templates are created to aid in speeding up the
Service

Desk agents work, but are not being utilized to the fullest extent
because

of the delays.  

 

Gordon Frank 

 

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Re: Remedy and Flash

[Pargeter, Christie :CO IS]

One last picture for you

 

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Friday, August 23, 2013 11:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy and Flash

 

** 

We just logged into a PC that didn't have flash and here is what we
saw

 

Application list button matched the background (so the blue didn't fill
in) 

On the widgets on the home page the white backgrounds didn't load

The corners didn't round

But there were red Xs were the images were supposed to be 

   

 

I don't normally install the flash plugin on my servers.

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Friday, August 23, 2013 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy and Flash

 

** 

I recall Doug's explanation.  I don't think I have any vertical text and
who cares about rounded corners if we get some speed!

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, August 23, 2013 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy and Flash

 

** 

Yeah, CMDB should still work because I believe the setting to disable
flash being discussed here will not impact the Atrium plugins.  There is
a thread in the archives where Doug explained it is only used for a
handful of minor formatting features.  One that comes to mind in
addition to rounded corners is vertical text.

 

Jason

 

On Fri, Aug 23, 2013 at 10:24 AM, Terry Bootsma 
tboot...@objectpath.com wrote:

** 

When we made the changes and re-booted the mid-tier, the atrium console
still loaded for us OK.  The only difference was a slight downgrade in
the appearance of the windows, but the performance increased
significantly.

 

HTH.

 

Terry

 

 



From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: August-23-13 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Remedy and Flash

** 

Sort of an add on to the question below...

 

Does disabling Flash do anything other than remove the rounded corners?
Does it make the screen build and change faster?

 

 

 

ITSM 7.6.04 SP2

ARS 7.6.04 SP3

Mid-Tier SP4-s

Oracle 11.2.0.3.0 - 64bit Production

Win 2008 Server

 

Claire Sanford 

Information Systems Division 

Memorial Hermann Healthcare System

claire.sanf...@memorialhermann.org 

 

 

 

From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: Friday, August 23, 2013 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Service Desk agents experience delays when
opening Templates in Remedy while using Internet Explorer 9.

 

** 

I've experienced that as well.

 

Without knowing which version of ARS/ITSM you are running, I would
suggest the following (Applies to 7.6.04 SP4)

 

Problem due to  IE9/Flash and there are two choices:

1. You can downgrade your Flash to version 10.2

or

2. You can disable the Flash UI rendering in your Mid Tier
config.properties file

Set these lines to False:
arsystem.flash.detect_flashplayer=true
arsystem.flash.enable_ui_rendering=true

 

Terry

 

 



From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: August-21-13 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Service Desk agents experience delays when
opening Templates in Remedy while using Internet Explorer 9.

** 

Gordon:

 

Yes, we definitely experienced that.  Unfortunately, I'm drawing a blank
on what we did to address it, but I'm thinking we saw an improvement
after having folks tweak their browser settings somehow.

 

Sorry I can't be of more help.  L

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Tester

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Gordon Frank
Sent: Wednesday, August 21, 2013 10:09 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Service Desk agents experience delays when opening
Templates in Remedy while using Internet Explorer 9.

 

** 

Hello,

 

Has anyone seen this?

 

Service Desk agents experience delays when opening Templates in Remedy
while

using IE 9.  When using Firefox, there are no delays.   Because of
Firefox

quirkiness, Firefox is not always an option.   These delays can be from
5

secs. to 45 secs., which can cause significant delays to the Service
Desk

agents performance.  Templates are created to aid in speeding up the
Service

Desk agents work, but are not being utilized to the fullest extent
because

of the delays.  

 

Gordon Frank 

 

_ARSlist: Where the Answers Are and have been for 20 years_

_ARSlist: Where the Answers Are and have been for 20

Re: Remedy and Flash

[Pargeter, Christie :CO IS]

One last picture for you

 

 

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Friday, August 23, 2013 11:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy and Flash

 

** 

We just logged into a PC that didn't have flash and here is what we
saw

 

Application list button matched the background (so the blue didn't fill
in) 

On the widgets on the home page the white backgrounds didn't load

The corners didn't round

But there were red Xs were the images were supposed to be 

   

 

I don't normally install the flash plugin on my servers.

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Friday, August 23, 2013 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy and Flash

 

** 

I recall Doug's explanation.  I don't think I have any vertical text and
who cares about rounded corners if we get some speed!

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, August 23, 2013 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy and Flash

 

** 

Yeah, CMDB should still work because I believe the setting to disable
flash being discussed here will not impact the Atrium plugins.  There is
a thread in the archives where Doug explained it is only used for a
handful of minor formatting features.  One that comes to mind in
addition to rounded corners is vertical text.

 

Jason

 

On Fri, Aug 23, 2013 at 10:24 AM, Terry Bootsma 
tboot...@objectpath.com wrote:

** 

When we made the changes and re-booted the mid-tier, the atrium console
still loaded for us OK.  The only difference was a slight downgrade in
the appearance of the windows, but the performance increased
significantly.

 

HTH.

 

Terry

 

 



From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: August-23-13 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Remedy and Flash

** 

Sort of an add on to the question below...

 

Does disabling Flash do anything other than remove the rounded corners?
Does it make the screen build and change faster?

 

 

 

ITSM 7.6.04 SP2

ARS 7.6.04 SP3

Mid-Tier SP4-s

Oracle 11.2.0.3.0 - 64bit Production

Win 2008 Server

 

Claire Sanford 

Information Systems Division 

Memorial Hermann Healthcare System

claire.sanf...@memorialhermann.org 

 

 

 

From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: Friday, August 23, 2013 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Service Desk agents experience delays when
opening Templates in Remedy while using Internet Explorer 9.

 

** 

I've experienced that as well.

 

Without knowing which version of ARS/ITSM you are running, I would
suggest the following (Applies to 7.6.04 SP4)

 

Problem due to  IE9/Flash and there are two choices:

1. You can downgrade your Flash to version 10.2

or

2. You can disable the Flash UI rendering in your Mid Tier
config.properties file

Set these lines to False:
arsystem.flash.detect_flashplayer=true
arsystem.flash.enable_ui_rendering=true

 

Terry

 

 



From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: August-21-13 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Service Desk agents experience delays when
opening Templates in Remedy while using Internet Explorer 9.

** 

Gordon:

 

Yes, we definitely experienced that.  Unfortunately, I'm drawing a blank
on what we did to address it, but I'm thinking we saw an improvement
after having folks tweak their browser settings somehow.

 

Sorry I can't be of more help.  L

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Tester

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Gordon Frank
Sent: Wednesday, August 21, 2013 10:09 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Service Desk agents experience delays when opening
Templates in Remedy while using Internet Explorer 9.

 

** 

Hello,

 

Has anyone seen this?

 

Service Desk agents experience delays when opening Templates in Remedy
while

using IE 9.  When using Firefox, there are no delays.   Because of
Firefox

quirkiness, Firefox is not always an option.   These delays can be from
5

secs. to 45 secs., which can cause significant delays to the Service
Desk

agents performance.  Templates are created to aid in speeding up the
Service

Desk agents work, but are not being utilized to the fullest extent
because

of the delays.  

 

Gordon Frank 

 

_ARSlist: Where the Answers Are and have been for 20 years_

_ARSlist: Where the Answers Are and have been

Re: Remedy and Flash

[Pargeter, Christie :CO IS]

I just tried to get to my Atrium Console through MidTier and get this:

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, August 23, 2013 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy and Flash

 

** 

If you're talking about disabling Flash on the Mid Tier, it does make
only small cosmetic changes, such as the rounded corners.  Atrium
Console, Flashboards, etc. all still work fine.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Friday, August 23, 2013 11:49 AM
To: arslist@ARSLIST.ORG
Subject: Remedy and Flash

 

** 

Sort of an add on to the question below...

 

Does disabling Flash do anything other than remove the rounded corners?
Does it make the screen build and change faster?

 

 

 

ITSM 7.6.04 SP2

ARS 7.6.04 SP3

Mid-Tier SP4-s

Oracle 11.2.0.3.0 - 64bit Production

Win 2008 Server

 

Claire Sanford 

Information Systems Division 

Memorial Hermann Healthcare System

claire.sanf...@memorialhermann.org 

 

 

 

From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: Friday, August 23, 2013 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Service Desk agents experience delays when
opening Templates in Remedy while using Internet Explorer 9.

 

** 

I've experienced that as well.

 

Without knowing which version of ARS/ITSM you are running, I would
suggest the following (Applies to 7.6.04 SP4)

 

Problem due to  IE9/Flash and there are two choices:

1. You can downgrade your Flash to version 10.2

or

2. You can disable the Flash UI rendering in your Mid Tier
config.properties file

Set these lines to False:
arsystem.flash.detect_flashplayer=true
arsystem.flash.enable_ui_rendering=true

 

Terry

 

 



From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: August-21-13 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Service Desk agents experience delays when
opening Templates in Remedy while using Internet Explorer 9.

** 

Gordon:

 

Yes, we definitely experienced that.  Unfortunately, I'm drawing a blank
on what we did to address it, but I'm thinking we saw an improvement
after having folks tweak their browser settings somehow.

 

Sorry I can't be of more help.  L

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Tester

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Gordon Frank
Sent: Wednesday, August 21, 2013 10:09 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Service Desk agents experience delays when opening
Templates in Remedy while using Internet Explorer 9.

 

** 

Hello,

 

Has anyone seen this?

 

Service Desk agents experience delays when opening Templates in Remedy
while

using IE 9.  When using Firefox, there are no delays.   Because of
Firefox

quirkiness, Firefox is not always an option.   These delays can be from
5

secs. to 45 secs., which can cause significant delays to the Service
Desk

agents performance.  Templates are created to aid in speeding up the
Service

Desk agents work, but are not being utilized to the fullest extent
because

of the delays.  

 

Gordon Frank 

 

_ARSlist: Where the Answers Are and have been for 20 years_

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image001.png

Re: Tool Tips and Assigned Person

[Pargeter, Christie :CO IS]

In ITSM 7.6.4 I can go to the Assignee field (say on Incident) type in
Christie and press enter.  When I do the system fills in my support
group  my name in the assignee field.  I do this a lot when assignee
tickets.  You might want to double check this on your system.  Note: it
does expect you to key in the display name not the user id.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, August 21, 2013 11:09 AM
To: arslist@ARSLIST.ORG
Subject: Tool Tips and Assigned Person

 

** 

Hi All,

 

Here I have a case where the users want in the new, as it was in the
old. In our 6.3 implementation, in the Assigned Person field you can
type in part of person's name, and press enter. If there is only one
match then the Assigned Group and Person get populated. If there are
multiple matches then a list is displayed with the Assigned Person and
Groups.

 

In ITSM 7.6 you have to know the group before you can assign the person.
What I would like to do is implement something similar to what I
described above. As such I was thinking it would be cool if it worked
the same way  as Customer or Contact in the Incident using tooltips.
Running AC logs I can see there is a Set Fields and a Message action
that does this.  The Set field uses a
TEMPLATE(HPDCustomerTooltip.html, ...).

 

Any of the documentation is real lean on tool tips of the TEMPLATE
function. Where does the HTML doc get stored? Is this something like
email templates? If anyone can point me in the right direction or has
done something like this before, and information or suggestions would be
greatly appreciated.

 

Thanks

Mark

 

Mark Brittain

Remedy Developer

ITILv3 Continual Service Improvement

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-634-9337

Mobile: 315-882.5360

 

 

 



This E-mail and any of its attachments may contain Time Warner Cable
proprietary information, which is privileged, confidential, or subject
to copyright belonging to Time Warner Cable. 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, you are hereby
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image001.gif

Re: SQL Query

[Pargeter, Christie :CO IS]

Don't forget your H350 table too.  But the C1 from T350 if I remember
right is the C1 from H350  B350.

 

Also, can't you do this with an escalation or filter?  If you do this
with workflow the system will get all the sub tables for you.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Thursday, August 15, 2013 7:26 AM
To: arslist@ARSLIST.ORG
Subject: SQL Query

 

** 

Hi,

 

I am trying to remove specific records from a table (T350).  

If I run a SQL query on a Remedy form that has a T-table (T350) with a
B-table (B350) attachments,

Am I going to be able to delete the data in both tables?

 

My query:

Select C8 from T350

Where C8 = 'Reconciliation'

 

My concern is... how am I going to delete the records in the B-table
that are associated with the records from the T table?

The Column C8 does not exist in the B350 table so I cannot write...

Select C8 from B350

Where C8 = 'Reconciliation'  - C8 does not exist in the B table.

 

 

 

 

 

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Re: Service Pack 5 for 7.6.04 of the BMC Remedy Action Request System product.

[Pargeter, Christie :CO IS]

Now they just need to read Save + Next and I might be able to survive
without the User Tool.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, August 12, 2013 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service Pack 5 for 7.6.04 of the BMC Remedy Action Request
System product.

 

** 

My users are looking for that new feature in SP5 - basically Copy to
New!!

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Monday, August 12, 2013 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service Pack 5 for 7.6.04 of the BMC Remedy Action Request
System product.

 

** 

I guess some of 8.1. So far I only saw the FTS part.
I didn't see RBE or Change calendar or granular overlays.
Anyway, ITSM isn't concerned by the SP5, only ARS, CMDB, Integrator,
SLM (and well, Orchestrator). So no ITSM or RKM or Migrator or SRM.

ARS (+ arsuser + dev studio):
FTS (8.1 like), performance statistics, new keyboard shortcuts.
Security enhancements (file uploads restrictions, login to mid-tier
using POST)
https://docs.bmc.com/docs/display/public/ars7604/Service+Pack+5%3A+7.6.0
4.05

CMDB / integrator:
Didn't see any new features here (?).
https://docs.bmc.com/docs/display/public/ac7604/Service+Pack+5

SLM:
It seems there is no tech bulletin for SLM (yet?).


@Carl:
Yeah :)
That and:
- If you are using BMC Remedy AR System 7.6.04 with a Sybase database,
you cannot upgrade to Service Pack 5.
- You cannot upgrade BMC Remedy AR System 7.0.1 Patch 10, Patch 11, or
Patch 12 to version 7.6.04 Service Pack 5 due to installation errors.

I guess the 8.1 SP1 will take care of the upgrade feature delete
problem. Maybe it'll be released at wwrug. Since it's a SP if I'm
correct remembering what David said last year, a SP would bring new
features (?).






On 12 Aug, 2013,at 08:19 PM, Jason Miller jason.mil...@gmail.com
wrote:

** That sounds a little fishy.  Including Granular Overlays?  I
would be very surprised.

On Mon, Aug 12, 2013 at 8:18 AM, Tauf Chowdhury
taufc...@gmail.com wrote:



**

I've heard that SP5 is basically everything that comes with 8.1
just for 7.6.04. 

Sent from my iPhone


On Aug 12, 2013, at 11:17 AM, laurent matheo lm...@me.com
wrote:

**

The FTS architecture part looks interesting :)
(backport from 8.1).


On 12 Aug, 2013,at 04:40 PM, Sanford, Claire
claire.sanf...@memorialhermann.org wrote:

Anyone looked at this yet??

Claire



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Re: NTE:Notifier and NTE:Notifier Log Forms - Resolved

[Pargeter, Christie :CO IS]

I think NTE:Notifier already has a scheduled job to delete it’s records.  Look 
for an escalation that deletes anything 21 days or older.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
Sent: Tuesday, August 06, 2013 6:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: NTE:Notifier and NTE:Notifier Log Forms - Resolved

 

** 

Sounds like a perfect plan!! I will setup the archive/delete of the 
NTE:Notifier and NTE:Notifier Log Forms to match the archival of tickets. 

 

Thank you,

 

Sandra Hennigan

Remedy Developer

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason
Sent: Tuesday, August 06, 2013 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: NTE:Notifier and NTE:Notifier Log Forms

 

** 

You don't want to just delete them. Most places I've been to, we've setup a 
delete schedule to remove them after either 6 or 12 months. When you view the 
audit logs for an incident, change, etc... The notifications tab displays the 
records in the log form. The NTE:Notifier is the table that actually sends out 
your ITSM notifications. When a user clicks on a URL in the notifications, they 
are taken to the NTE:Notifier form and workflow redirects them to the incident, 
change, etc. If you delete the records in there, users will get an error that 
the record doesn't exist when they try to click on the URL.

 

Jason Bess

 

From: Hennigan, Sandra sandra.henni...@usdoj.gov
To: arslist@ARSLIST.ORG 
Sent: Monday, August 5, 2013 5:53 PM
Subject: NTE:Notifier and NTE:Notifier Log Forms

 

** 

Windows 2008 r2

Oracle 11g

ARS 8.1

ITSM 8.1

 

So I was troubleshooting an issue that caused me to search the NTE:Notifier and 
NTE:Notifier Log Forms. I had expected NOT to find any records in either form 
except where there might be an error on the record. 

 

I thought (and the Delete Filters, NTE:NTS:Delete_800 and NTE:NTL:Delete_795 
confirm) that there should not be any records. Except I found over 48,000. 

 

Do I just delete the records? What are the implications/complications of 
leaving them other than increasing the size of the database? Issues to be aware 
of if I delete them? How do I get the delete filters to function?

 

Thank you,

 

Sandra Hennigan

Remedy Developer

Criminal Division | U.S. Department of Justice

☎ (202) 353-0557

Mobile: 202-716-0848

 

sandra.henni...@usdoj.gov

 

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Re: ITSM 7.6.04 CRQ Approvals

[Pargeter, Christie :CO IS]

Did you look in your Approval Mappings screen?

 

App Admin Console  Custom Configuration  Change Management  Approval
 Approval Mappings

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, August 05, 2013 9:46 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.04 CRQ Approvals

 

** 

We have had some management shifts here and now Manager 1 is the manager
of group A and Manager 2 is the manager of group B.

 

When the analysts create a CRQ, Manager 1 is showing up instead of
Manager 2.

 

Where all do I need to manually change the Manager name/Info.

 

I have changed the Application CI, the Service CI, the employee
profiles, where else is it???  There needs to be a wizard for this!

 

 

 

ITSM 7.6.04 SP2

ARS 7.6.04 SP3

Oracle 11.2.0.3.0 - 64bit Production

Win 2008 Server

 

Claire Sanford 

Information Systems Division 

Memorial Hermann Healthcare System

claire.sanf...@memorialhermann.org 

 

 

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Re: Attachments Vanishing

[Pargeter, Christie :CO IS]

Doug - Thank you!  This looks exactly like the issue and should give me
the answer.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Wednesday, July 24, 2013 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

 

** 

Christine,

 

I saw this note and remember seeing a discussion about a similar topic.
So, I took a look and found that

there was a bug recorded with a similar feel against version 7.6.  I
have included the notes below because

it has some interesting information about the working of the system that
you may be able to use to check

on statuses of fields and if they are set a certain way, why the
escalation is deleting them, and then the

focus could be on how they got that way.

 

YES, I KNOW the details are about Incident and not Change, but maybe
there is a similar set of logic for
Change that is having the same problem

 

Or, the issue could still have been in 7.6.04 (the report does say 7.6
and above) and this provides a way to fix it

(if you find the fixes are already in place, that means the specific
issue noted here was already fixed in your

version so something else is going on).

 

But, if you do find that the status is wrong - I suspect it is - so that
the escalation is deleting it, it gives you

something to look for in the log of the creation of the work log entry
to watch that status and see what is

being set and why it may be changed to a wrong value or maybe set to
delete and then NOT being updated

to be a real record to save.

 

 

These are not definitive fixes, just some information you can use for
debugging in your situation.  You can

always contact the support team and indicate you have issue that match
or are similar to these and supply

bug numbers as noted below to help speed the process  and get specific
details about possible fixes.

 

I hope this at least gives you some hints for your investigation:

 

 

This unexpected behavior is known Defect ID SW00356633.

In Incident Management 7.6 and above, the Filter HPD:WLG:SetStatus_500
is working as designed. Due to this Filter, when the HPD:WorkLog is
created before the Incident, it will be created with the Status of
Delete. Therefore, if the parent Incident is not created, then the
child Incident Work Info record can be deleted later on via Escalation
SYS:CLN:TA@00:05-StartCleanUp.

The problem is that Filter
HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`! does NOT push a record
to SYS:Application Status Enabler form. This means that Filter
INT:FNDHPD:ASE:EnableHPDWorkLog_760_PWLG cannot change the HPD:WorkLog
Status from Delete to Enable when the Incident is saved.

Here is the workaround that needs to be implemented: 

== 
Add a Push Field action in filter
HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`!
NOTE: This will be the 2nd action on the If Action tab. 

Form Name: SYS:Application Status Enabler 
Qualification: $Incident Number$ = 'Request ID01' 
If No Requests Match: Create a New Request 
If Any Requests Match: Take No Action

Mapping:
Request ID01 = $Incident Number$
HPD:WorkLog = Yes
==

 

 

OR, as I was getting ready to send, I found this issue as well that is
reported to occur in 7.6.04 sp2

 

SW00427289

 

Login as Problem User and search for an existing Problem Investigation
record
Add a work Log entry without attachment and save the PBI
Open the Work log and add an attachment and save the work log
Save the PBI
Open the Work log where you have added the attachment

 

Now, internally, the team could reproduce this only on Problem but
customer reported an issue

on Change as well.

 

Fix had to do with changing the run if qualifier on some active links.

 

 

Finally, one additional item was a report about an issue unique to IE9
for some reason.  Not sure what the

topic was (very limited data) but the customer reported all OK if they
used IE8 but failed if IE9.  This makes

no sense to me, but as it was reported, I thought I would include it if
IE9 is in your mix.  Surprisingly, that

may be significant when you talk with support.

 

 

I hope these provide some hints that help,

 

Doug Mueller

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Wednesday, July 24, 2013 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

 

** 

I have found that the CHG:WorkLog record seems to be getting deleted at
~12:05 am.  We have maybe 2 people on at that time of the night.

 

Also, is there a way to have the log files generate a new one when they
get to be a certain size?  (e.g., arfilter.log, arfilter1.log,
arfilter2.log, ...)  The reason I ask this is that I turned on the
logging about 7:40 am yesterday and it stopped logging at like 9:38 am
and the file was over 2 gbs in size.  So, I didn't get anything I was
looking for.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist

Re: Attachments Vanishing

[Pargeter, Christie :CO IS]

This is AWESOME

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, July 25, 2013 10:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

 

** According to docs.bmc.com it is new in 7.6.04.

 

https://docs.bmc.com/docs/display/public/ars7604/New+parameter+to+save+m
ultiple+backup+log+files

 

 

On Thu, Jul 25, 2013 at 10:17 AM, Grooms, Frederick W
frederick.w.gro...@xo.com wrote:

7.6.04 doesn't list the Max-Log-History configuration itemAll it
Lists is: Max-Log-File-Size
   If the maximum size is reached, the logging cycle restarts at the
beginning of the file, overwriting existing information. 

If 9:38 was the bottom of the file you may want to search inside it for
END OF LOG to see where the real end of the logging is.

It is easy enough to create a cron (or task scheduler) process to copy
the file(s) at a specific interval for archival purposes to a different
location on the hard drive.
I have a process that does this every 10 minutes and then zips them up
so I can go back a complete day in logs  (Part of the copy appends the
hour and minute to the log file name)

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller

Sent: Thursday, July 25, 2013 11:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

** To answer the question about new log files, yes.


Max-Log-History
https://docs.bmc.com/docs/display/public/ars81/ar.cfg+or+ar.conf+options
+E-M
https://communities.bmc.com/docs/DOC-20894

Jason

-Original Message-

On Wed, Jul 24, 2013 at 11:55 AM, Pargeter, Christie :CO IS  wrote:
**
I have found that the CHG:WorkLog record seems to be getting deleted at
~12:05 am.  We have maybe 2 people on at that time of the night.
 
Also, is there a way to have the log files generate a new one when they
get to be a certain size?  (e.g., arfilter.log, arfilter1.log,
arfilter2.log, .)  The reason I ask this is that I turned on the logging
about 7:40 am yesterday and it stopped logging at like 9:38 am and the
file was over 2 gbs in size.  So, I didn't get anything I was looking
for.
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, July 23, 2013 7:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing
 
**
Leaving the logging on really depends on your system.   On our Linux
servers we see no performance changes with having the Logs turned on
full time
 
Fred

-Original Message- 
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Tuesday, July 23, 2013 9:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing
 
**
Do you see a performance hit for having the logging turned on?  Also, is
there another site with more info about the Log Parsing  Management
session.  I can't get funding for WWRUG.
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Monday, July 22, 2013 4:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing
 
** Do you have server side logging turned on?  If you have
Filter/SQL/Escalation logging turned on you should be able to search for
the INSERT/DELETE to the B table and see who did it and if you are
really lucky the workflow that did it.  One you know who and when you
can hopefully identify a user procedure that is being done (or not done)
or system oddity that is doing it.
 
In the last 8 months or so I have become a fan of leaving server side
logging on full time.  I have been able to track down so many odd things
by logging API/SQL/Filter/Escalations to one ~2 GB log file.
 
PLUG: I have seen a preview of the tools that will be demonstrated in
the Log Parsing and Management session at WWRUG13
(http://wwrug13.com/breakouts.html) and these are amazing for making
that 2 GB log file something manageable and useful in a hurry.
 
Jason
 

-Original Message-

On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS  wrote:
**
This has nothing to do with Tasks.  This is all around the attachments
on the parent Change's Work Info tab.  Our Help Desk is building these
Changes with a template then go in and add a Work Info with an
attachment (Summary is just notes  CRQ then attach the document).
Then they select Next Stage  Save to the db (all of this is at the Mode
= Create).
 
Then we hear that the attachment either never arrives to the other team
or it vanishes after a couple of days.
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, July 22, 2013 11:16 AM
To: arslist@ARSLIST.ORG
Subject: Attachments Vanishing
 
**
Has anyone had this with 7.6.4?  We are getting

Re: Attachments Vanishing

[Pargeter, Christie :CO IS]

One more question on this, do I have to restart ARServer to get this to
start working?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, July 25, 2013 10:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

 

** According to docs.bmc.com it is new in 7.6.04.

 

https://docs.bmc.com/docs/display/public/ars7604/New+parameter+to+save+m
ultiple+backup+log+files

 

 

On Thu, Jul 25, 2013 at 10:17 AM, Grooms, Frederick W
frederick.w.gro...@xo.com wrote:

7.6.04 doesn't list the Max-Log-History configuration itemAll it
Lists is: Max-Log-File-Size
   If the maximum size is reached, the logging cycle restarts at the
beginning of the file, overwriting existing information. 

If 9:38 was the bottom of the file you may want to search inside it for
END OF LOG to see where the real end of the logging is.

It is easy enough to create a cron (or task scheduler) process to copy
the file(s) at a specific interval for archival purposes to a different
location on the hard drive.
I have a process that does this every 10 minutes and then zips them up
so I can go back a complete day in logs  (Part of the copy appends the
hour and minute to the log file name)

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller

Sent: Thursday, July 25, 2013 11:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

** To answer the question about new log files, yes.


Max-Log-History
https://docs.bmc.com/docs/display/public/ars81/ar.cfg+or+ar.conf+options
+E-M
https://communities.bmc.com/docs/DOC-20894

Jason

-Original Message-

On Wed, Jul 24, 2013 at 11:55 AM, Pargeter, Christie :CO IS  wrote:
**
I have found that the CHG:WorkLog record seems to be getting deleted at
~12:05 am.  We have maybe 2 people on at that time of the night.
 
Also, is there a way to have the log files generate a new one when they
get to be a certain size?  (e.g., arfilter.log, arfilter1.log,
arfilter2.log, .)  The reason I ask this is that I turned on the logging
about 7:40 am yesterday and it stopped logging at like 9:38 am and the
file was over 2 gbs in size.  So, I didn't get anything I was looking
for.
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, July 23, 2013 7:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing
 
**
Leaving the logging on really depends on your system.   On our Linux
servers we see no performance changes with having the Logs turned on
full time
 
Fred

-Original Message- 
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Tuesday, July 23, 2013 9:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing
 
**
Do you see a performance hit for having the logging turned on?  Also, is
there another site with more info about the Log Parsing  Management
session.  I can't get funding for WWRUG.
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Monday, July 22, 2013 4:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing
 
** Do you have server side logging turned on?  If you have
Filter/SQL/Escalation logging turned on you should be able to search for
the INSERT/DELETE to the B table and see who did it and if you are
really lucky the workflow that did it.  One you know who and when you
can hopefully identify a user procedure that is being done (or not done)
or system oddity that is doing it.
 
In the last 8 months or so I have become a fan of leaving server side
logging on full time.  I have been able to track down so many odd things
by logging API/SQL/Filter/Escalations to one ~2 GB log file.
 
PLUG: I have seen a preview of the tools that will be demonstrated in
the Log Parsing and Management session at WWRUG13
(http://wwrug13.com/breakouts.html) and these are amazing for making
that 2 GB log file something manageable and useful in a hurry.
 
Jason
 

-Original Message-

On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS  wrote:
**
This has nothing to do with Tasks.  This is all around the attachments
on the parent Change's Work Info tab.  Our Help Desk is building these
Changes with a template then go in and add a Work Info with an
attachment (Summary is just notes  CRQ then attach the document).
Then they select Next Stage  Save to the db (all of this is at the Mode
= Create).
 
Then we hear that the attachment either never arrives to the other team
or it vanishes after a couple of days.
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, July 22, 2013 11:16 AM
To: arslist@ARSLIST.ORG
Subject

Re: Attachments Vanishing

[Pargeter, Christie :CO IS]

I have found that the CHG:WorkLog record seems to be getting deleted at
~12:05 am.  We have maybe 2 people on at that time of the night.

 

Also, is there a way to have the log files generate a new one when they
get to be a certain size?  (e.g., arfilter.log, arfilter1.log,
arfilter2.log, ...)  The reason I ask this is that I turned on the
logging about 7:40 am yesterday and it stopped logging at like 9:38 am
and the file was over 2 gbs in size.  So, I didn't get anything I was
looking for.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, July 23, 2013 7:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

 

** 

Leaving the logging on really depends on your system.   On our Linux
servers we see no performance changes with having the Logs turned on
full time

 

Fred

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Tuesday, July 23, 2013 9:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

 

** 

Do you see a performance hit for having the logging turned on?  Also, is
there another site with more info about the Log Parsing  Management
session.  I can't get funding for WWRUG.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Monday, July 22, 2013 4:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

 

** Do you have server side logging turned on?  If you have
Filter/SQL/Escalation logging turned on you should be able to search for
the INSERT/DELETE to the B table and see who did it and if you are
really lucky the workflow that did it.  One you know who and when you
can hopefully identify a user procedure that is being done (or not done)
or system oddity that is doing it.

 

In the last 8 months or so I have become a fan of leaving server side
logging on full time.  I have been able to track down so many odd things
by logging API/SQL/Filter/Escalations to one ~2 GB log file.

 

PLUG: I have seen a preview of the tools that will be demonstrated in
the Log Parsing and Management session at WWRUG13
(http://wwrug13.com/breakouts.html) and these are amazing for making
that 2 GB log file something manageable and useful in a hurry.

 

Jason

 

On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS
cparg...@lhs.org wrote:

** 

This has nothing to do with Tasks.  This is all around the attachments
on the parent Change's Work Info tab.  Our Help Desk is building these
Changes with a template then go in and add a Work Info with an
attachment (Summary is just notes  CRQ then attach the document).
Then they select Next Stage  Save to the db (all of this is at the Mode
= Create). 

 

Then we hear that the attachment either never arrives to the other team
or it vanishes after a couple of days.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, July 22, 2013 11:16 AM


To: arslist@ARSLIST.ORG
Subject: Attachments Vanishing

 

** 

Has anyone had this with 7.6.4?  We are getting reports of a ton of
Change tasks vanishing from the system.  I asked my DBA to turn on
logging for the B tables but I am not seeing anything.  We are using the
Classic view of ITSM 7.6.4.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

 

_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: Attachments Vanishing

[Pargeter, Christie :CO IS]

Do you see a performance hit for having the logging turned on?  Also, is
there another site with more info about the Log Parsing  Management
session.  I can't get funding for WWRUG.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Monday, July 22, 2013 4:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

 

** Do you have server side logging turned on?  If you have
Filter/SQL/Escalation logging turned on you should be able to search for
the INSERT/DELETE to the B table and see who did it and if you are
really lucky the workflow that did it.  One you know who and when you
can hopefully identify a user procedure that is being done (or not done)
or system oddity that is doing it.

 

In the last 8 months or so I have become a fan of leaving server side
logging on full time.  I have been able to track down so many odd things
by logging API/SQL/Filter/Escalations to one ~2 GB log file.

 

PLUG: I have seen a preview of the tools that will be demonstrated in
the Log Parsing and Management session at WWRUG13
(http://wwrug13.com/breakouts.html) and these are amazing for making
that 2 GB log file something manageable and useful in a hurry.

 

Jason

 

On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS
cparg...@lhs.org wrote:

** 

This has nothing to do with Tasks.  This is all around the attachments
on the parent Change's Work Info tab.  Our Help Desk is building these
Changes with a template then go in and add a Work Info with an
attachment (Summary is just notes  CRQ then attach the document).
Then they select Next Stage  Save to the db (all of this is at the Mode
= Create). 

 

Then we hear that the attachment either never arrives to the other team
or it vanishes after a couple of days.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, July 22, 2013 11:16 AM


To: arslist@ARSLIST.ORG
Subject: Attachments Vanishing

 

** 

Has anyone had this with 7.6.4?  We are getting reports of a ton of
Change tasks vanishing from the system.  I asked my DBA to turn on
logging for the B tables but I am not seeing anything.  We are using the
Classic view of ITSM 7.6.4.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

_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

Attachments Vanishing

[Pargeter, Christie :CO IS]

Has anyone had this with 7.6.4?  We are getting reports of a ton of
Change tasks vanishing from the system.  I asked my DBA to turn on
logging for the B tables but I am not seeing anything.  We are using the
Classic view of ITSM 7.6.4.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

BIRT ITSM Report

[Pargeter, Christie :CO IS]

Hi All - I just tried adding the BIRT tool to my PC (version 2.5.1) and
then tried to modify the OOTB Change report to correct the page height.
I then tried to re-load that .rptdesign back to my dev server and now
when I run the report it doesn't show anything.

 

Is there a special way I have to upload these reports back into the
system?  Don't I just replace the file on the Report folder as I did
with Crystal reports?

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Attachments Vanishing

[Pargeter, Christie :CO IS]

This has nothing to do with Tasks.  This is all around the attachments
on the parent Change's Work Info tab.  Our Help Desk is building these
Changes with a template then go in and add a Work Info with an
attachment (Summary is just notes  CRQ then attach the document).
Then they select Next Stage  Save to the db (all of this is at the Mode
= Create). 

 

Then we hear that the attachment either never arrives to the other team
or it vanishes after a couple of days.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, July 22, 2013 11:16 AM
To: arslist@ARSLIST.ORG
Subject: Attachments Vanishing

 

** 

Has anyone had this with 7.6.4?  We are getting reports of a ton of
Change tasks vanishing from the system.  I asked my DBA to turn on
logging for the B tables but I am not seeing anything.  We are using the
Classic view of ITSM 7.6.4.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

_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

AIE 7.6.4 Error

[Pargeter, Christie :CO IS]

Hi All - we went live last night!!  (Almost 4 years after going live
with ITSM 7.0.3)  But I have one issue.  I found out that my AIE
mappings aren't working on the new server and when I try to create a new
mapping I am getting the following error.

 

 Set fields active link running a process failed

Not AR Admin (ARERR 1603)

 

The preceding message occurred during the execution of active link
EIE:MI-ARForm_ClickCreateButton08 -- action 2. (ARNOTE 1101)

 

I looked at this AL and have no idea why it is throwing an error.

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 


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Where the Answers Are, and have been for 20 years

Re: AIE 7.6.4 Error

[Pargeter, Christie :CO IS]

No, single app server  single web server.  I did validate that my AIE
account has Administrator in the group list.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, June 19, 2013 6:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE 7.6.4 Error

 

** 

Are you in a server group?  It sounds like AIE wants to be on the Admin
server. 

Rick

On Jun 19, 2013 6:19 AM, Pargeter, Christie :CO IS cparg...@lhs.org
wrote:

** 

Hi All - we went live last night!!  (Almost 4 years after going live
with ITSM 7.0.3)  But I have one issue.  I found out that my AIE
mappings aren't working on the new server and when I try to create a new
mapping I am getting the following error.

 

 Set fields active link running a process failed

Not AR Admin (ARERR 1603)

 

The preceding message occurred during the execution of active link
EIE:MI-ARForm_ClickCreateButton08 -- action 2. (ARNOTE 1101)

 

I looked at this AL and have no idea why it is throwing an error.

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

_ARSlist: Where the Answers Are and have been for 20 years_

_ARSlist: Where the Answers Are and have been for 20 years_ 


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Where the Answers Are, and have been for 20 years

Re: AIE 7.6.4 Error - FIXED silly error

[Pargeter, Christie :CO IS]

My interfaces only runs at night so the account has a floating license.
It really helps if you have applied your floating licenses to the
server.  Once I applied them everything started working.

 

Thank you for the help!

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Wednesday, June 19, 2013 10:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE 7.6.4 Error

 

** 

Chris,

 

The error seems to indicate that the system doesn't think you are an AR
System Administrator.

 

You indicate you have the Admin group in your group list.

 

Does this user have a Fixed license?  If not, remember, the
Administrator group rights are only obeyed if

you have a Fixed license.  If this user has a Floating or Read license,
they are not an Administrator.

 

If they do have a Fixed license, confirm that the system is recognizing
them as an Administrator.  For example,

try running Dev Studio as this user.  If you cannot, the system is not
recognizing you as an Administrator so

maybe something happened with their definition.  Try recreating this
user by removing all licensing and

permissions, saving the change, then adding them back and saving.  See
if that doesn't correct whatever is

wrong to make the user not be recognized as an Administrator.  Once the
user is recognized as an

Administrator, this error should go away.

 

These are my best guesses at what you should be looking at.


Doug Mueller

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Wednesday, June 19, 2013 6:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE 7.6.4 Error

 

** 

No, single app server  single web server.  I did validate that my AIE
account has Administrator in the group list.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, June 19, 2013 6:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE 7.6.4 Error

 

** 

Are you in a server group?  It sounds like AIE wants to be on the Admin
server. 

Rick

On Jun 19, 2013 6:19 AM, Pargeter, Christie :CO IS cparg...@lhs.org
wrote:

** 

Hi All - we went live last night!!  (Almost 4 years after going live
with ITSM 7.0.3)  But I have one issue.  I found out that my AIE
mappings aren't working on the new server and when I try to create a new
mapping I am getting the following error.

 

 Set fields active link running a process failed

Not AR Admin (ARERR 1603)

 

The preceding message occurred during the execution of active link
EIE:MI-ARForm_ClickCreateButton08 -- action 2. (ARNOTE 1101)

 

I looked at this AL and have no idea why it is throwing an error.

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

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Recent Searches

[Pargeter, Christie :CO IS]

Hi All - How can I change the out of the box default (for all users) on
the number of items in their recently used list.  It appears to be 4
items and I would like to increase it to 9. 

 

I know that I can modify the records in the AR System User Preference
screen but how can I take care of people that don't have a record in
that form?

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 


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Re: Recent Searches

[Pargeter, Christie :CO IS]

Nope, this is all Midtier.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, June 12, 2013 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Recent Searches

 

** 

This is for users using the User Tool?  Are they using a preference
server with WUT?  If not you could push out an update to the ar.ini file
via your desktop management system.

 

Jason

 

On Wed, Jun 12, 2013 at 2:57 PM, Pargeter, Christie :CO IS
cparg...@lhs.org wrote:

** 

Hi All - How can I change the out of the box default (for all users) on
the number of items in their recently used list.  It appears to be 4
items and I would like to increase it to 9. 

 

I know that I can modify the records in the AR System User Preference
screen but how can I take care of people that don't have a record in
that form?

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

_ARSlist: Where the Answers Are and have been for 20 years_

 

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Re: Recent Searches

[Pargeter, Christie :CO IS]

I know if I play with the AR User Pref record it will use that.  I don't
usually build one for people but it would be nice if there was a System
Default like the Application Preferences have.  Yes, I have preference
server setup in my MT config.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, June 12, 2013 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Recent Searches

 

** 

I am following you now.  I had in mind Recent New/Search Forms and was
thinking that is only available in WUT.  Which confused me since you are
using ITSM 7.6.04.  Updating AR User Preference is the way to go then.

 

In our 8.0 system a user preference record is created automatically when
a person first logs in.  I am not totally sure what is doing it but know
is isn't a customization.  Do you have 'Preference Server(s)' set in the
MT config?

 

On Wed, Jun 12, 2013 at 3:07 PM, Pargeter, Christie :CO IS
cparg...@lhs.org wrote:

** 

Nope, this is all Midtier.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, June 12, 2013 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Recent Searches

 

** 

This is for users using the User Tool?  Are they using a preference
server with WUT?  If not you could push out an update to the ar.ini file
via your desktop management system.

 

Jason

 

On Wed, Jun 12, 2013 at 2:57 PM, Pargeter, Christie :CO IS
cparg...@lhs.org wrote:

** 

Hi All - How can I change the out of the box default (for all users) on
the number of items in their recently used list.  It appears to be 4
items and I would like to increase it to 9. 

 

I know that I can modify the records in the AR System User Preference
screen but how can I take care of people that don't have a record in
that form?

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

_ARSlist: Where the Answers Are and have been for 20 years_

 

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_ARSlist: Where the Answers Are and have been for 20 years_

 

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Re: Open Windows Explorer from a Remedy Form

[Pargeter, Christie :CO IS]

Have you tried PERFORM-ACTION-OPEN-URL new
\\SERVER\Network\ChangeTemplates
file:///\\%3cSERVER%3e\Network\ChangeTemplates 

?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
Sent: Wednesday, June 05, 2013 8:26 AM
To: arslist@ARSLIST.ORG
Subject: Open Windows Explorer from a Remedy Form

 

** 

Windows 2008 r2

Oracle 11g

ARS 8.1

ITSM 8.1

 

We have a need to open Windows Explorer from a CHG ticket so that the
user has access to all of the change documents, i.e.Scope, PMP, BCA
templates. 

 

Back in the WUT days, I would have added a button and created an Active
Link with a Run process to:

C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates
file:///\\%3cSERVER%3e\Network\ChangeTemplates 

 

Works great from the WUT. Not so with the Mid-Tier. I'v tried using 

$PROCESS$ C:\Windows\explorer.exe \\SERVER\Network\ChangeTemplates
file:///\\%3cSERVER%3e\ITM$\Operations\Network\ChangeTemplates  and 

PERFORM-ACTION-OPEN-URL C:\Windows\explorer.exe
\\SERVER\Network\ChangeTemplates
file:///\\%3cSERVER%3e\Network\ChangeTemplates 

 

Any other ideas?

 

Thank you,

 

Sandra Hennigan

Remedy Developer

 

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Re: Adding a new Work Info Type for change management

[Pargeter, Christie :CO IS]

I have found I need to overlay all views that this field is on too.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Tuesday, June 04, 2013 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding a new Work Info Type for change management

 

** 

Howard,

Remember that you need to overlay the Form, then the Field, and if you
are on 8.1, change the granular overlay type to 'Overwrite' in the
proper section, then you can change the values.

 

On Tue, Jun 4, 2013 at 1:25 PM, Howard Richter hbr4...@gmail.com
wrote:

** 

I tried to add it on to the CHG:Infrastructure Change form Work Info
Type (yes  I have an overlay) but its grayed out. Looks like its
pulling the data from some place else.

 

Just unsure where.

 

Howard

Sent from one of Howard's iPads


On Jun 4, 2013, at 2:22 PM, Jlbess jlb...@yahoo.com wrote:

** 

Did you add the new value to all of the other change forms?

 

 

 


On Jun 4, 2013, at 2:06 PM, Richter, Howard (CEI - Atlanta)
howard.rich...@coxinc.com wrote:

** 

Good afternoon all,

 

I need to add a new  Work Info Type for a change
management web service. I have added the new work type in CHG:Worklog
form, however, the webservice is not seeing it (nor does it show up in
the pick list) on the change management form.

 

Any ideas what I am missing?

 

Take care all,

 

Howard

 

image001.gif http://www.coxenterprises.com/ 

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

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http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.p
ng image004.png
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ng 

Submit your idea today for a chance to earn a badge and
be entered into a monthly drawing for a $10 gift card.
Submit your idea:
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http://innovation.coxenterprises.com/ideas  
View your badges:
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Re: Adding a new Work Info Type for change management

[Pargeter, Christie :CO IS]

I wonder if that is a diff with 7.6.4  8.x?  I am finally going live
with 7.6.4 (from 7.0.3) here in 14 days.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Tuesday, June 04, 2013 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding a new Work Info Type for change management

 

** 

Christie,

I have found that you only need to overlay the views in very specific
situations

 

If the selection field is NOT a drop down

or if it IS a drop down, and you aren't adding your value to the END of
the list...but once you have added it to view overlays, and positioned
it where you need it...you can delete the view overlays, or remove it
from them (if they already existed)

 

On Tue, Jun 4, 2013 at 1:51 PM, Pargeter, Christie :CO IS
cparg...@lhs.org wrote:

** 

I have found I need to overlay all views that this field is on too.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Tuesday, June 04, 2013 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding a new Work Info Type for change management

 

** 

Howard,

Remember that you need to overlay the Form, then the Field, and if you
are on 8.1, change the granular overlay type to 'Overwrite' in the
proper section, then you can change the values.

 

On Tue, Jun 4, 2013 at 1:25 PM, Howard Richter hbr4...@gmail.com
wrote:

** 

I tried to add it on to the CHG:Infrastructure Change form Work Info
Type (yes  I have an overlay) but its grayed out. Looks like its
pulling the data from some place else.

 

Just unsure where.

 

Howard

Sent from one of Howard's iPads


On Jun 4, 2013, at 2:22 PM, Jlbess jlb...@yahoo.com wrote:

** 

Did you add the new value to all of the other change forms?

 

 

 


On Jun 4, 2013, at 2:06 PM, Richter, Howard (CEI - Atlanta)
howard.rich...@coxinc.com wrote:

** 

Good afternoon all,

 

I need to add a new  Work Info Type for a change
management web service. I have added the new work type in CHG:Worklog
form, however, the webservice is not seeing it (nor does it show up in
the pick list) on the change management form.

 

Any ideas what I am missing?

 

Take care all,

 

Howard

 

image001.gif http://www.coxenterprises.com/ 

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

image002.pngimage003.png
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.p
ng image004.png
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.p
ng 

Submit your idea today for a chance to earn a badge and
be entered into a monthly drawing for a $10 gift card.
Submit your idea:
http://innovation.coxenterprises.com/ideas
http://innovation.coxenterprises.com/ideas  
View your badges:
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx 

 

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Re: issue using AIE to populate the AST:AssetPeople form

[Pargeter, Christie :CO IS]

I am building my 764 and have encountered this quite a bit.  Check your 
BMC.CORE:BMC_Person screen.  Is the person’s record there?  Probably not.  If 
not you will need to change their status on their CTM:People record.  This will 
create the record in the Person screen.  You might have to wait for the 
reconciliation engine to merge records if you have more than one for the 
person.  But it seems to do that every minute.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Newmark
Sent: Monday, April 29, 2013 6:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: issue using AIE to populate the AST:AssetPeople form

 

** 

Sorry about the no newlines. I copied and pasted the post from my issue report 
to BMC d I guess the formatting was messed up.

I will try to relate one of the people to their respective CI tomorrow morning. 
As far as I know all of the people have been reconciled. I will look at the 
reconciliation ID field again to make sure. There are records in this flat file 
that do not have corresponding people populated in the people form, but I 
expected them to error out when the SQL statement to look up their people ID 
came back with no results and the AIE job does just that.

Thanks,

Joe

 

 






__
There aint no star to guide you while you're looking at the ground. So take 
some time to breathe, raise your head and look around - Jorma

 I only have so many heartbeats left. I am not wasting them on things that are 
not fun.



From: Downing, Ryan ryan_down...@bmc.com
To: arslist@ARSLIST.ORG 
Sent: Monday, April 29, 2013 6:09 PM
Subject: Re: issue using AIE to populate the AST:AssetPeople form

 

** 

Hi Joe,

 

It is a little difficult to follow your message as there is no new 
lines….but….if I understand correctly the creation of the “AST:AssetPeople” 
relationship fails……

 

There is a rule in ITSM/CMDB that requires certain information be available in 
order to create the “AST:AssetPeople” relationship between a CI and a 
“CTM:People” record when the type of relationship is a “Used By” type and the 
CI is a “Computer System”. If I recall correctly the “CTM:People” record must 
be reconciled. This means that the “ReconciliationIdentity” field on the 
“CTM:People” record must have a value of other than “0” or NULL. Whenever a 
‘People’ record is created ( meaning submit)…a record is created in the 
BMC_Person class form in the “SANDBOX” dataset. When this record is reconciled 
to the production dataset (BMC.ASSET) it synchronizes the BMC_Person 
ReconciliationIdentity field back to the CTM:People record. This is needed so 
that when an “AST:AssetPeople” relationship is created it can also create the 
associated BMC_Dependency class record for the same relationship (essentially a 
synchronization between ITSM and CMDB for both People and CI associations).

 

Can you try manually making a “Used By” relationship from one of the People 
records to a CI where you get the Error: IE: People record à 
KENNETH.KREUTTER@DHS.GOVUSER'S EMAIL ADDRESS

OR

Query the CTM:People form to see which records have a ‘ReconciliationIdentity’ 
of either NULL or “0”…..if there are any…these people records cannot be 
properly associated to a “Computer System” CI where the role is “Used By”. The 
“BMC_Dependency” record created as a result of creating the “AST:AssetPeople” 
record requires that the “CTM:People” record have a ‘ReconciliationIdentity” 
value to pass to the dependency class as it is a required field.

 

I am currently not online but will reply back with the exact filter name which 
give the error in this case…it is something like…”The Person you are attempting 
to make a relationship to has not been reconciled, please reconcile the person 
or contact your system administrator”

 

Turn on server side filter logging while running AIE ….look for this message 
(not verbatim as I am guessing right now at the verbiage of the error).

 

I will get more explicit information by tomorrow.

 

Hope this helps for now J

 

Regards,

Ryan.

 

 

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Newmark
Sent: Monday, April 29, 2013 12:49 PM
To: arslist@ARSLIST.ORG
Subject: issue using AIE to populate the AST:AssetPeople form

 

** Hi all, I am using Remedy 7.6.04 and I need to import records to the CMDB 
from a flat file. The CI goes in with no issues, but when I try to create a 
people relationship between the person the uses the CI (as listed in the flat 
file) I am getting an error. I have an AIE AR form data exchange that takes the 
data from the flat file, does a SQL search in the AR database to get the Person 
ID (PPL) of the user from the people form(which is working 
correctly) and then I try to create the record on AST:AssetPeople. The error I 
am getting shows up in the data exchange log as 

Re: Allowing Status Change By Group Membership

[Pargeter, Christie :CO IS]

To me it looks like you have some parens in the wrong place.  How does
this look?

(($GROUPIDS$ LIKE %;10200;%) OR ($GROUPIDS$ LIKE %;10100;%) OR
($GROUPIDS$ LIKE %;10400;%)) AND (('Status' = Scheduled) OR
('Status' = Cancelled) OR (('Status' = Denied) AND ('Organization' =
East)))


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Collier, Yolanda S CTR MSC, N6
Sent: Monday, April 22, 2013 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Allowing Status Change By Group Membership

Thank you all for your input. 

This is the exact AL qualification that is being used:

($GROUPIDS$ LIKE %;10200;%) OR ($GROUPIDS$ LIKE %;10100;%) OR
(($GROUPIDS$ LIKE %;10400;%) AND ('Status' = Scheduled)) OR
('Status' = Cancelled) OR (('Status' = Denied) AND ('Organization' =
East))

However regardless of the individuals group or organization the error
message is being fired (even when it shouldn't)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Monday, April 22, 2013 12:30
To: arslist@ARSLIST.ORG
Subject: Re: Allowing Status Change By Group Membership

** 
Yolanda,
First I would suggest you utilize the group id keyword instead of the
groups keyword, only from the perspective that group names can
'overlap'...meaning you can have an 'Admin' and 'Contact Admin', and if
you do groups like admin...both would matchbut not if you utilize
the group id keyword properly...and I assume you want to throw an error
when someone other than the groups try...so you would want to try
something like this

('Status' = Scheduled OR 'Status' = Cancelled OR ('Status = Denied
AND 'Organization' = EAST)) AND NOT ($GROUPIDS$ LIKE %;12345;% OR
$GROUPIDS$ LIKE %;23456;%

please note the ; on both sides of the group ID.  This helps ensure that
the group id is fully encased, and not part of another group number.


On Mon, Apr 22, 2013 at 10:12 AM, Yolanda Collier
yolanda.collier@navy.mil wrote:


We have a custom application and the customer would like to
limit the user's ability to change the status, unless that person is a
member of a particular organization. You must be a member of certain
groups in order to change the status to Scheduled, Cancelled, or Denied.

We have attempted to used ($GROUPS$ LIKE %ABC%) OR ($GROUPS$
LIKE %XYZ%) OR (($GROUPS$ LIKE %DFG%) AND ('Status' = Scheduled))
OR ('Status' = Cancelled) OR (('Status' = Denied) AND
('Organization' = EAST))

and we have attempted to use (NOT ($GROUPS$ LIKE %ABC%) and it
is still not working.

Any suggestions on how to successfully implement would be
greatly appreciated.



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Do I Still Need (Workflow folders)?

[Pargeter, Christie :CO IS]

Hi all - my Server team is asking me to remove files from the
application server that I don't need anymore, to free up HDD.  I was
wondering about the Workflow folders.  Do I still need them or can I
delete?

 

The example is C:\Program Files\BMC
Software\BMCRemedyKnowledgeManagement\Workflow.  This folder has 3.84
GBs in it.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 


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Re: [EXTERNAL] Multiple Developers on Single Server

[Pargeter, Christie :CO IS]

You might also want to talk to your internal server teams to see if you
need more RAM or CPU on the servers.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, April 11, 2013 11:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Multiple Developers on Single Server

 

** 

Brad:

 

We also have multiple developers on a single server in each environment
(Dev, Qual, and Prod).  Do you run custom Remedy apps on your server, or
are you running something like ITSM?

 

I can't speak to the performance issues you are having, but I think it
would help the more technical folks on the List to know what kind of
Remedy apps you are running, also your AR System Server version and ITSM
and mid-tier versions (if applicable). Maybe also whether your DB is SQL
or Oracle.

 

Thanks,

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Reporting Specialist

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy
Sent: Thursday, April 11, 2013 12:35 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Multiple Developers on Single Server

 

** 

Hay Guys

 

Hope everyone is well.

 

Apologies if this has been discussed before and if so would appreciate a
point in the right direction to find the information I am looking for.

 

Basically, I wanted to know how you guys handle multiple remedy
developers on a single development server. We have 4 developers that are
constantly working on the system with object reservation activated.

 

However, we do find that the system is performing slow during the day
and at times, freezes and has to have the remedy services restarted. We
are thinking of basically giving each developer now their own
development area all tied to a central DB to see if that will eliminate
the problem.

 

How do you guys handle it? Any ideas or suggestions on how multiple
developers on a single remedy application server (DB is on it's own
separate server)

 

Any advice would be appreciated.

 

Keep well

 

Cheers

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Re: Form Field Selection Form

[Pargeter, Christie :CO IS]

You still have to pass the Phone Number to NTE:SYS-NT Process Control
and update the filters that do the find and replace of #Phone Number#
with the field's data.

 

Try turning on filter logging and watch an email go through the whole
process.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
Sent: Thursday, April 04, 2013 6:54 AM
To: arslist@ARSLIST.ORG
Subject: SYS:Form Field Selection Form

 

** 

ARS  ITSM 8.1 (Full ITSM)

Windows 2008 SP2

Oracle 11g

 

In an effort to add Incident  Task fields to SYS:Notification Messages,
I created a SYS:Form Field Selection record, selecting the needed
fields. In the SYS:Notification Messages record, I was able to use the
menu and select the fields to include in a message. When the email
notification is sent, the new fields show as the #Phone Number# not the
field content.

 

Ideas?

 

Thank you,

 

Sandra Hennigan

Remedy Developer

 

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Issue with Overview ITSM 7.6.4 SP 4

[Pargeter, Christie :CO IS]

Hi all -

I had my server team copy my dev server and make that my qa server.  I
thought I got all the old server references replaced with the new name
but when I go to the overview console it says Authentication failed
ARERR 623.  Everything else seems to work.  Any ideas?

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 


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Re: You do not have permission....(users complain)

[Pargeter, Christie :CO IS]

You could change everyone to Incident Master  Change Master then it
will be open.  We have started talks around here to do that.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, February 27, 2013 1:40 PM
To: arslist@ARSLIST.ORG
Subject: You do not have permission(users complain)

 

** 

Hi All,

 

This winter we started moving to ITSM 7.6.04 from ARS 6.3 which
completely custom applications. On the Incident and Change all of the
fields had the Public permission. Anyone could update any Incident or
Change regardless of assignment.

 

BMC designed ITSM to be much much more restrictive where you need to
right Support Group and/or Functional Role to be able to modify an
Incident or Change. So I am getting a lot of complaints from users about
this.  Incident is assigned to Joe, and Bill worked the issue and can't
update/close the Incident because he is not in Joe's group.

 

That's how ITSM works is not really a good answer. I need to be able to
explain why. Is there a BMC/ITIL document or white paper that explains
why the permissions are this why?

 

Thanks

Mark 

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

 

 



This e-mail is the property of NaviSite, Inc. It is intended only for
the person or entity to which it is addressed and may contain
information that is privileged, confidential, or otherwise protected
from disclosure. Distribution or copying of this e-mail, or the
information contained herein, to anyone other than the intended
recipient is prohibited.

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RESOLVED: Installer Issues with 7.6.4 SP 4 Online Help

[Pargeter, Christie :CO IS]

For CRQ/INC/PBI: I had to turn on directory browsing for IIS.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, February 18, 2013 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer Issues with 7.6.4 SP 4 Online Help

 

** 

Tried this and rebooted the whole server and still same issue.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of vaibhav wadekar
Sent: Monday, February 18, 2013 10:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer Issues with 7.6.4 SP 4 Online Help

 

** 

If you are getting below message when you access
++
Please wait while help system starts..
++

For Tomcat installed with the AR Server the servlet below needs to be
modified:

servlet
servlet-namedefault/servlet-name
servlet-classorg.apache.catalina.servlets.DefaultServlet/servlet-clas
s
init-param
param-namedebug/param-name
param-value0/param-value
/init-param
init-param
param-namelistings/param-name
param-valuetrue/param-value --This should be
changed from false to true.
/init-param
load-on-startup1/load-on-startup
/servlet

After you do this you'll need to restart apache services (I also
restarted Remedy).
 

Hope this helps.

Regards/Vaibhav 

 

 

On Mon, Feb 18, 2013 at 9:26 AM, Pargeter, Christie :CO IS
cparg...@lhs.org wrote:

** 

For Change, Incident  Problem I get the frames but there is no data in
any of the frames.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Monday, February 18, 2013 8:20 AM


To: arslist@ARSLIST.ORG
Subject: Re: Installer Issues with 7.6.4 SP 4 Online Help

 

** 

If they installed check that web paths in the share application
properties form are valid (Property Name = Help File Path)

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai
Sent: 18 February 2013 16:15
To: arslist@ARSLIST.ORG
Subject: Re: Installer Issues with 7.6.4 SP 4 Online Help

 

** 

Check Web.xml on Apache tomcat  Conf directory 

Changing the listing param value to true might help

 

   

Thanks 
Ravi Rai 



Date: Mon, 18 Feb 2013 07:14:57 -0800
From: cparg...@lhs.org
Subject: Installer Issues with 7.6.4 SP 4 Online Help
To: arslist@ARSLIST.ORG

** 

Did anyone have any issues with the Online help installers for ITSM
7.6.4 SP 4?  My CRQ, INC, PBI  SLM are all broken.  I did install them
under IIS.  RKM  CMDB do work.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

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_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_

 

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Re: New custom field oddity

[Pargeter, Christie :CO IS]

Did you flush your MidTier cache after you added the field?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Monday, February 25, 2013 10:57 AM
To: arslist@ARSLIST.ORG
Subject: New custom field oddity

 

** 

Hi all,

 

I created a new field on both the HPD:Help Desk and CHG:Infrastructure
Change forms. They are both similar in that they are read-only display
fields. Each one has an active link that gives the field its value. The
AL is working fine as the value is correct on both. The issue I'm having
is browser based. Both fields work correctly in IE. However, Only the
INC field works in FF and Chrome. The field is there and visible, but
I'm unable to interact with it. I can't select/highlight/copy the field
contents in those browsers.

 

Any thoughts why one field works but not the other? Is there some
setting that I'm missing?

 

Thanks in advance,

Ron 

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Installer Issues with 7.6.4 SP 4 Online Help

[Pargeter, Christie :CO IS]

Did anyone have any issues with the Online help installers for ITSM
7.6.4 SP 4?  My CRQ, INC, PBI  SLM are all broken.  I did install them
under IIS.  RKM  CMDB do work.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 


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Re: Installer Issues with 7.6.4 SP 4 Online Help

[Pargeter, Christie :CO IS]

For Change, Incident  Problem I get the frames but there is no data in
any of the frames.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Monday, February 18, 2013 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer Issues with 7.6.4 SP 4 Online Help

 

** 

If they installed check that web paths in the share application
properties form are valid (Property Name = Help File Path)

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai
Sent: 18 February 2013 16:15
To: arslist@ARSLIST.ORG
Subject: Re: Installer Issues with 7.6.4 SP 4 Online Help

 

** 

Check Web.xml on Apache tomcat  Conf directory 

Changing the listing param value to true might help

 

   

Thanks 
Ravi Rai 



Date: Mon, 18 Feb 2013 07:14:57 -0800
From: cparg...@lhs.org
Subject: Installer Issues with 7.6.4 SP 4 Online Help
To: arslist@ARSLIST.ORG

** 

Did anyone have any issues with the Online help installers for ITSM
7.6.4 SP 4?  My CRQ, INC, PBI  SLM are all broken.  I did install them
under IIS.  RKM  CMDB do work.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

_ARSlist: Where the Answers Are and have been for 20 years_

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Re: Installer Issues with 7.6.4 SP 4 Online Help

[Pargeter, Christie :CO IS]

Tried this and rebooted the whole server and still same issue.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of vaibhav wadekar
Sent: Monday, February 18, 2013 10:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer Issues with 7.6.4 SP 4 Online Help

 

** 

If you are getting below message when you access
++
Please wait while help system starts..
++

For Tomcat installed with the AR Server the servlet below needs to be
modified:

servlet
servlet-namedefault/servlet-name
servlet-classorg.apache.catalina.servlets.DefaultServlet/servlet-clas
s
init-param
param-namedebug/param-name
param-value0/param-value
/init-param
init-param
param-namelistings/param-name
param-valuetrue/param-value --This should be
changed from false to true.
/init-param
load-on-startup1/load-on-startup
/servlet

After you do this you'll need to restart apache services (I also
restarted Remedy).
 

Hope this helps.

Regards/Vaibhav 

 

 

On Mon, Feb 18, 2013 at 9:26 AM, Pargeter, Christie :CO IS
cparg...@lhs.org wrote:

** 

For Change, Incident  Problem I get the frames but there is no data in
any of the frames.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Monday, February 18, 2013 8:20 AM


To: arslist@ARSLIST.ORG
Subject: Re: Installer Issues with 7.6.4 SP 4 Online Help

 

** 

If they installed check that web paths in the share application
properties form are valid (Property Name = Help File Path)

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai
Sent: 18 February 2013 16:15
To: arslist@ARSLIST.ORG
Subject: Re: Installer Issues with 7.6.4 SP 4 Online Help

 

** 

Check Web.xml on Apache tomcat  Conf directory 

Changing the listing param value to true might help

 

   

Thanks 
Ravi Rai 



Date: Mon, 18 Feb 2013 07:14:57 -0800
From: cparg...@lhs.org
Subject: Installer Issues with 7.6.4 SP 4 Online Help
To: arslist@ARSLIST.ORG

** 

Did anyone have any issues with the Online help installers for ITSM
7.6.4 SP 4?  My CRQ, INC, PBI  SLM are all broken.  I did install them
under IIS.  RKM  CMDB do work.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

_ARSlist: Where the Answers Are and have been for 20 years_

_ARSlist: Where the Answers Are and have been for 20 years_ 

_ARSlist: Where the Answers Are and have been for 20 years_

_ARSlist: Where the Answers Are and have been for 20 years_

 

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Re: change moves automatically close after closing task

[Pargeter, Christie :CO IS]

Just to validate you have mappings in your Approval form for Close down?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Anandakumar L
Sent: Tuesday, February 12, 2013 1:53 AM
To: arslist@ARSLIST.ORG
Subject: change moves automatically close after closing task

Hi Team,

We have an issue that when users try to update the Implementation phase task to 
close in CRQ staqe Scheduled or Implementation In Progress, the related CRQ 
automatically moves to close without getting the closedown approval even though 
it is defined for this phase. Please let me know what should be the issue?

Version details are:

Remedy version - 7.6.04 SP2

ITSM version - 7.6.04

Thanks,
Anand

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Turn on Filter Logs for a Time Frame

[Pargeter, Christie :CO IS]

Can I write an escalation that will turn on the filter logging?  I want
to catch one of my feeds that happens at 11:45 pm but I tend to be
asleep at that time of day.  I was wondering if anyone had written some
escalations that would turn on logging then turn it off at a particular
time.

 

 

 

ARS 7.1 p 6

ITSM 7.0.3 p 9

Window 2003

MS SQ 2005

IIS/Tomcat

RKM 7.2 p 4

MidTier 7.5 p 3

 


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Re: Turn on Filter Logs for a Time Frame

[Pargeter, Christie :CO IS]

Thank you everyone!  I will be testing this before I do in prod but I am glad 
the option is there!

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Monday, February 11, 2013 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Turn on Filter Logs for a Time Frame

You DO NOT need to do a signal or anything.

Changing the logging mode through the ARSetServerInfo call (which is what the 
vendor form uses to interact with the server information) will change the mode 
immediately and dynamically.  You do not need to do a server reset.

So, as folks have shared with you, just set up an escalation against the Server 
Information vendor form and change the logging setting when you want to turn 
things on or off.

By the way, you can do the same thing -- using escalations, using filters, 
using the API, using Web Services, ... -- to any of the server information 
settings that are exposed through this form.  Be careful of some of the more 
involved ones (things like passwords and port settings) because the actual 
value is a formatted string with the UI pulling it out into table fields and 
then reformatting it for submission.
If you go direct, you can change these values, but you need to do the 
formatting of things yourself.

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, February 11, 2013 8:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Turn on Filter Logs for a Time Frame

Easy ... Look to see if you have a form on your system of Configuration 
ARDBC.  That should be a vendor form of your server's ar.ini file.   You can 
update the logging value thru a set fields or push fields action.  Turning on 
logging means changing the value for where Name=Debug-mode.

The only thing I don't remember off hand is if you then have to do an arsignal 
to have the server read the configuration settings

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, February 11, 2013 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Turn on Filter Logs for a Time Frame

**
Can I write an escalation that will turn on the filter logging?  I want to 
catch one of my feeds that happens at 11:45 pm but I tend to be asleep at that 
time of day.  I was wondering if anyone had written some escalations that would 
turn on logging then turn it off at a particular time.



ARS 7.1 p 6
ITSM 7.0.3 p 9
Window 2003
MS SQ 2005
IIS/Tomcat
RKM 7.2 p 4
MidTier 7.5 p 3

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Re: Turn on Filter Logs for a Time Frame

[Pargeter, Christie :CO IS]

I don't do much API.  How would I trigger this in my escalation?  A Set Field, 
Push, Run Process.

Thank you!

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Monday, February 11, 2013 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Turn on Filter Logs for a Time Frame

You DO NOT need to do a signal or anything.

Changing the logging mode through the ARSetServerInfo call (which is what the
vendor form uses to interact with the server information) will change the mode
immediately and dynamically.  You do not need to do a server reset.

So, as folks have shared with you, just set up an escalation against the Server
Information vendor form and change the logging setting when you want to turn 
things
on or off.

By the way, you can do the same thing -- using escalations, using filters, 
using the
API, using Web Services, ... -- to any of the server information settings that 
are
exposed through this form.  Be careful of some of the more involved ones (things
like passwords and port settings) because the actual value is a formatted string
with the UI pulling it out into table fields and then reformatting it for 
submission.
If you go direct, you can change these values, but you need to do the 
formatting of
things yourself.

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, February 11, 2013 8:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Turn on Filter Logs for a Time Frame

Easy ... Look to see if you have a form on your system of Configuration 
ARDBC.  That should be a vendor form of your server's ar.ini file.   You can 
update the logging value thru a set fields or push fields action.  Turning on 
logging means changing the value for where Name=Debug-mode.

The only thing I don't remember off hand is if you then have to do an arsignal 
to have the server read the configuration settings

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, February 11, 2013 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Turn on Filter Logs for a Time Frame

** 
Can I write an escalation that will turn on the filter logging?  I want to 
catch one of my feeds that happens at 11:45 pm but I tend to be asleep at that 
time of day.  I was wondering if anyone had written some escalations that would 
turn on logging then turn it off at a particular time.



ARS 7.1 p 6
ITSM 7.0.3 p 9
Window 2003
MS SQ 2005
IIS/Tomcat
RKM 7.2 p 4
MidTier 7.5 p 3

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Re: Reconciliation for BMC.Core:BMC_Person

[Pargeter, Christie :CO IS]

Take a look at ASI:AEO:Delete_BMC_Dependancy_Get_ReconLogin_923.  When I
had to rebuild my BMC_Person table I had to turn this off.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul
Sent: Thursday, February 07, 2013 6:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reconciliation for BMC.Core:BMC_Person

 

** 

Roger,

Do you mind explaining a little bit more?  I am unclear as to what you
are referring to.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger J
Sent: Thursday, February 07, 2013 8:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reconciliation for BMC.Core:BMC_Person

 

** I have seen this before and the workflow that popultates the Person
Record when a CTM:People record is created or modified is a more
efficient way to stop this.

-Original Message-
From: Hodgdon, Paul paul.hodg...@unh.edu
To: arslist arslist@ARSLIST.ORG
Sent: Thu, 7 Feb 2013 8:53
Subject: Reconciliation for BMC.Core:BMC_Person

** 

I was wondering if anyone knows if it is ok to turn off the
reconciliation job that associates people to assets via the Bulk Load
Sandbox operation.   We do not have a CMDB at this point and are using
the java arapi Data import to create and modify records in CTM:People.
What I am seeing is that on modifications the BMC.CORE:BMC_Person table
requires additional fields that CTM:People does not (see error below).
When we did perform some bulk modifications of people records the
database server seemed to max out CPU usage during the reconciliation
event.  I was hoping to just be able to avoid this event from running,
does anyone have any suggestions?  I just want to be able to keep
CTM:People up to date.

 

ERROR (326): Required field cannot be blank.; BMC.CORE:BMC_Person :
ShortDescription

 

Paul Hodgdon

ITSM Enterprise Manager

University of New Hampshire

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Re: Adding a Custom Field to Notification (Task)

[Pargeter, Christie :CO IS]

You will also need to modify the filter that does the replace of #Change
Summary# with the field's data.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Boyd, Rebecca
Sent: Wednesday, February 06, 2013 6:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adding a Cusotm Field to Notification (Task)

 

** It's been a while since I did this but see if this gets you started:

Add the custom field to SYS:Form (SYS:Form Field Selection) (this is
what makes it available to SYS:Notification Messages)

Add the field to the message in SYS:Notifications

Add field to the NTE:SYS-NT Process Control form (copy  paste field
from original form)

Modify the filter(s) that pushes the fields added above to notification;
look for something like HPD:INC:NotificationGenerator_899_PNPC`!

Hope this helps.

Rebecca







On Wed, Feb 6, 2013 at 9:06 AM, David Boylan david_boy...@brown.edu
wrote:

I have a custom field (Change Summary) that I push from Infrastructure
Change to Task. (Most of the people assigned to these taks would like to
know just what the task is without having to open the Change.) I'd like
this to appear on my email notification. I've read through the ITSM
Notification Guide. The SYS:Notification Messages is where I'm able to
add fields but this is limited to the SQL menu that comes from the
SYS:Form Field Selection form. So I figured I could create a new entry
here, but my Custom field does not appear on the Menu Label 1 pulldown
which seems to be all the available fields that I can use. Phew! LOL

Here's what I would like the email body to look like:

Your group has been assigned Task #Task ID#
Task Type: #TaskType#
Priority: #Priority#
Summary: #Summary#
Change Summary: #Change Summary#

Where Change Summary is the custom field.

Has anyone done this?

ITSM 7.6.04 SP3

Thanks,

Dave


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-- 
Rebecca Boyd
Application Administrator
Wake Forest University
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Re: Restarting the db but not ARS

[Pargeter, Christie :CO IS]

It depends.  I have had my dba do some restarted that didn't require me
to restart the ARS service but other times I did.  It depends on how
long the db is down and if your system will reconnect on its own or not.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, February 05, 2013 12:47 PM
To: arslist@ARSLIST.ORG
Subject: Restarting the db but not ARS

 

** 

Hi All,

 

I have two AR Servers in a server group that are using a remote oracle
database. My dba is making some changes to the db and needs to restart
the db for the changes to take effect.  Do I need to stop the AR Servers
before the db is restarted? I would think so, but the dba thinks not.

 

ARS 7.6 SP3

 

Thanks

Mark 

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

 

 



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the person or entity to which it is addressed and may contain
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RESOLVED RE: [EXTERNAL] Check Workflow 7.6.4 Incident

[Pargeter, Christie :CO IS]

Talked to Rick Cook last night and this is OOTB for 7.6.4's Best
Practice.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Wednesday, January 23, 2013 8:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Check Workflow 7.6.4 Incident

 

** 

No, the person is not a member of the Owner Group.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Tuesday, January 22, 2013 4:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Check Workflow 7.6.4 Incident

 

** 

Christie:

 

Is your test account also a member of the Owner Group assigned to the
test ticket?  Members of the Owner Group can modify any ticket the
Support Group in question is an Owner Group for except those in Closed
status.

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Tester

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Tuesday, January 22, 2013 5:23 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Check Workflow 7.6.4 Incident

 

** 

Hi All - I am working on my 7.6.4 upgrade.  I have created a test
account that just has Incident User and when I go into incident to a
ticket that doesn't belong in my test user's queue they look like they
can modify all the fields (if I try I do get an error) but they are able
to add Tasks.  Is this OOTB behavior or did one of my customizations
break something else?

 

Note the You do not have permission to modify this ticket. Box only
shows if the status is Closed.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

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Re: count record in form

[Pargeter, Christie :CO IS]

Another option is to put a hidden table on the form and then refresh the table 
and do a COLCOUNT($Field$) to get the count too.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Naoufal El Hilali
Sent: Friday, January 25, 2013 8:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: count record in form

 

** 

Hi Kiran,

 

Thank you for your answer, I dont have database access (login and password), 
can use a run SQL in set field ? if yes, how ?

 

Thank you a lot




Naoufal El Hilali

 

On Fri, Jan 25, 2013 at 4:02 PM, Hullule, Kiran kiran_hull...@bmc.com wrote:

** 

If you have database access, then it's quite straight forward.

 

Select count (*) from Tx  à x is a schemaid of a desire form.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Naoufal El Hilali
Sent: Friday, January 25, 2013 9:22 PM
To: arslist@ARSLIST.ORG
Subject: count record in form

 

** 

Hi All,

 

I need your help in counting records in a form

 

I have an EIE instance that pushes some records to a form, and I wanted to 
count the records received by EIE.

 

I have created a display only integer field count

created a filter that is executed in submit and sets the value of count to 0 
and calls a filter guide

upon its execution the filter guide calls a filter that increment the count 
field.

 

This development did not work for me, and I see nothing executed in filter logs

 

Thank you all in advance.

 

Naoufal El Hilali

_ARSlist: Where the Answers Are and have been for 20 years_ 

_ARSlist: Where the Answers Are and have been for 20 years_ 

 

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Re: count record in form

[Pargeter, Christie :CO IS]

They aren't copied into the table.  You setup the table to point to the form 
and setup a qualification.

 

E.g., the Work info table in ITSM points to the TMS:WorkInfo form with a 
qualification of 'TaskOrTaskGroupInstanceId' = $InstanceId$

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Naoufal El Hilali
Sent: Friday, January 25, 2013 8:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: count record in form

 

** 

Thank you Anusha, Direct SQL seems to be good solution I will try that,

 

Christie, it is a good idea to have a hidden table, but how wil records in form 
be copied in the table ?

 

Regards




Naoufal El Hilali

 

On Fri, Jan 25, 2013 at 4:14 PM, Pargeter, Christie :CO IS cparg...@lhs.org 
wrote:

** 

Another option is to put a hidden table on the form and then refresh the table 
and do a COLCOUNT($Field$) to get the count too.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Naoufal El Hilali
Sent: Friday, January 25, 2013 8:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: count record in form

 

** 

Hi Kiran,

 

Thank you for your answer, I dont have database access (login and password), 
can use a run SQL in set field ? if yes, how ?

 

Thank you a lot




Naoufal El Hilali

 

On Fri, Jan 25, 2013 at 4:02 PM, Hullule, Kiran kiran_hull...@bmc.com wrote:

** 

If you have database access, then it's quite straight forward.

 

Select count (*) from Tx  à x is a schemaid of a desire form.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Naoufal El Hilali
Sent: Friday, January 25, 2013 9:22 PM
To: arslist@ARSLIST.ORG
Subject: count record in form

 

** 

Hi All,

 

I need your help in counting records in a form

 

I have an EIE instance that pushes some records to a form, and I wanted to 
count the records received by EIE.

 

I have created a display only integer field count

created a filter that is executed in submit and sets the value of count to 0 
and calls a filter guide

upon its execution the filter guide calls a filter that increment the count 
field.

 

This development did not work for me, and I see nothing executed in filter logs

 

Thank you all in advance.

 

Naoufal El Hilali

_ARSlist: Where the Answers Are and have been for 20 years_ 

_ARSlist: Where the Answers Are and have been for 20 years_ 

 

_ARSlist: Where the Answers Are and have been for 20 years_ 

_ARSlist: Where the Answers Are and have been for 20 years_

 

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Re: [EXTERNAL] Check Workflow 7.6.4 Incident

[Pargeter, Christie :CO IS]

No, the person is not a member of the Owner Group.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Tuesday, January 22, 2013 4:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Check Workflow 7.6.4 Incident

 

** 

Christie:

 

Is your test account also a member of the Owner Group assigned to the
test ticket?  Members of the Owner Group can modify any ticket the
Support Group in question is an Owner Group for except those in Closed
status.

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Tester

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Tuesday, January 22, 2013 5:23 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Check Workflow 7.6.4 Incident

 

** 

Hi All - I am working on my 7.6.4 upgrade.  I have created a test
account that just has Incident User and when I go into incident to a
ticket that doesn't belong in my test user's queue they look like they
can modify all the fields (if I try I do get an error) but they are able
to add Tasks.  Is this OOTB behavior or did one of my customizations
break something else?

 

Note the You do not have permission to modify this ticket. Box only
shows if the status is Closed.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

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Portland, OR User Group 1/24

[Pargeter, Christie :CO IS]

January 24, 2013
3:00 p.m. - 5:30 p.m.

Embassy Suites Portland - Downtown
http://app.go.bmc.com/e/er?s=1545lid=3819elq=22814bf9e27841a48e283ead
ee519ee8 319 SW Pine Street
Portland, Oregon, 97204 
Map and Directions
http://app.go.bmc.com/e/er?s=1545lid=3820elq=22814bf9e27841a48e283ead
ee519ee8 

 

 

 




Christie Pargeter 
Legacy Health 

IS - BI And Data Services

SR Technical Analyst

cparge...@lhs.org mailto:cparge...@lhs.org 

  1120 Building 

tel: 503-415-5149

 


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Check Workflow 7.6.4 Incident

[Pargeter, Christie :CO IS]

Hi All - I am working on my 7.6.4 upgrade.  I have created a test
account that just has Incident User and when I go into incident to a
ticket that doesn't belong in my test user's queue they look like they
can modify all the fields (if I try I do get an error) but they are able
to add Tasks.  Is this OOTB behavior or did one of my customizations
break something else?

 

Note the You do not have permission to modify this ticket. Box only
shows if the status is Closed.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 


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Re: DSO - not starting on an upgraded server

[Pargeter, Christie :CO IS]

I would also check any workflow you have that might be sending the data from 
the dso form to other forms.  Turn on filter logging on the destination server.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, January 07, 2013 6:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: DSO - not starting on an upgraded server

The FieldID error makes me think one of the DSO forms is incorrect.  Since you 
have never used them on the server go ahead and delete them and re-load them 

The default forms should be located in the {Install Directory}/systemforms/en 
directory   
   DistributedLogicalMapping.def   
   DistributedMapping.def   
   DistributedPending.def   
   DistributedPool.def

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dave Barber
Sent: Monday, January 07, 2013 8:36 AM
To: arslist@ARSLIST.ORG
Subject: DSO - not starting on an upgraded server

** All,

I have just upgraded one of our test environments, from 7.0.1 patch 012 to 
7.6.04 patch 004 - applications seem to be running fine, and for the most part 
external application interfaces seem to be working fine.  The exception is DSO 
- which we have never had to use on this specific box before today, but it will 
be required for end to end testing prior to upgrading the live system to 7.6.04.

FYI, the box is running Solaris 10, database is Oracle 10g (R2 iirc), running 
java version 1.5.something.  All server components are licensed.  When you 
restart the services, you get the following log entries :
DSO.LOG :

DIST Distributed Server Trace Log -- ON (AR Distributed Server 7.6.04 SP4 
201209051922)  (Fri Jan 04 2013 11:48:17.4774) DIST Initializing access to 
the AR System server DIST Locating mapping and pending forms DIST    
Mapping form -- Distributed Mapping DIST    Pending form -- Distributed 
Pending DIST    Distributed Pool form -- Distributed Pool DIST    Pending 
Errors form -- Distributed Pending Errors DIST    Distributed Server Logical 
Mapping Form -- Distributed Logical Mapping DIST Distributed Server Thread 
Manager Started.  (Fri Jan 04 2013 11:48:19.8486) DIST    If signal is 15: 
AR System Distributed Server terminated by user or accidentally. (ARDSNOTE 
3000) DIST   11  (Fri Jan 04 2013 11:48:24.8640) DIST    ** ERROR ** AR 
System Distributed Server terminated -- fatal error encountered (ARDSERR 3001) 
DIST Distributed Server Trace Log -- OFF  (Fri Jan 04 2013 11:48:24.8669)
 
ARERROR.LOG :
 
Fri Jan  4 11:48:09 2013 11
Fri Jan  4 11:48:09 2013  Distrib : AR System Distributed Server terminated -- 
fatal error encountered (ARDSERR 3001) Fri Jan  4 11:48:12 2013  Distrib : 
Field ID specified does not exist in this form (ARWARN 51) Fri Jan  4 11:48:12 
2013  Distrib : Field ID specified does not exist in this form (ARWARN 51) Fri 
Jan  4 11:48:17 2013  Distrib : If signal is 15: AR System Distributed Server 
terminated by user or accidentally. (ARDSNOTE 3000)


Signal 11 is a segmentation fault?  So possibly some issue with resources, 
memory?  The machine has 64gig ram, although that is shared as the server is 1 
of 5 zones on a big bit of Sun kit.

Any suggestions?

Ta :)

Dave Barber

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Re: Add status reason to In Progress status

[Pargeter, Christie :CO IS]

I haven't done a status reason for Incident but I have for Change.  Did
you update the SYS:Status Reason Menu Items form?  You will have to add
a record there.  If you want it to show in the flow bar you will have to
add records to the VIS:ProcessFlowStructureSetup form.

 

Don't forget the Interface form too.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 8:46 AM
To: arslist@ARSLIST.ORG
Subject: Add status reason to In Progress status

 

** 

Hello all,

 

I've added the reasons to this status in the status_reason_hidden field
and entries to the sys:status reason menu items form. The reasons appear
on the HPD:Help Desk screen but when I save an entry, the reason field
is blanked out.

 

I looked to see if I could find an active link that's wiping out the
value and I first thought it was HPD:INC:Status_100_ClearReason but even
after disabling that object, the entry is still wiped out. I'm not sure
where to look now.

 

Any thoughts?

 

Thanks again,

Ron

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Re: Add status reason to In Progress status

[Pargeter, Christie :CO IS]

Ron - was looking for something else but found this on BMC's site

 

https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=search
viewlocale=en_USsearchid=1357237212596 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 9:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

 

** 

I haven't done a status reason for Incident but I have for Change.  Did
you update the SYS:Status Reason Menu Items form?  You will have to add
a record there.  If you want it to show in the flow bar you will have to
add records to the VIS:ProcessFlowStructureSetup form.

 

Don't forget the Interface form too.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 8:46 AM
To: arslist@ARSLIST.ORG
Subject: Add status reason to In Progress status

 

** 

Hello all,

 

I've added the reasons to this status in the status_reason_hidden field
and entries to the sys:status reason menu items form. The reasons appear
on the HPD:Help Desk screen but when I save an entry, the reason field
is blanked out.

 

I looked to see if I could find an active link that's wiping out the
value and I first thought it was HPD:INC:Status_100_ClearReason but even
after disabling that object, the entry is still wiped out. I'm not sure
where to look now.

 

Any thoughts?

 

Thanks again,

Ron

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Re: Add status reason to In Progress status

[Pargeter, Christie :CO IS]

I guess it is only the Pending status reason you can pick from the
process flow bar.  You need the AL to set the field when you load the
screen.  Did you add the menu option to the z1D_Status_Reason field?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 11:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

 

** 

Thanks. I've done the first two items as mentioned in the OP. It's funny
the KB article didn't mention anything about the selection code matching
the menu ID and that the selection code field on sys:status reason menu
items cannot be modified even when creating a new record.

 

I'm not sure I understand what a status reason has to do with an entry
in the process flow bar. I just to choose a status reason for incidents
in the 'In Progress' status. Seems a simple enough concept.

 

In any case, I found the AL that was clearing the field
(HPD:SHR:OnDisplay_100_SetTempStatusReason) though that's not the only
issue. I disabled that AL and now I can select the reason, press 'save'
and the field remains. If I re-open the record, the field is once again
empty.

 

Not sure where to look now.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

 

** 

Ron - was looking for something else but found this on BMC's site

 

https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=search
viewlocale=en_USsearchid=1357237212596 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, January 03, 2013 9:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

 

** 

I haven't done a status reason for Incident but I have for Change.  Did
you update the SYS:Status Reason Menu Items form?  You will have to add
a record there.  If you want it to show in the flow bar you will have to
add records to the VIS:ProcessFlowStructureSetup form.

 

Don't forget the Interface form too.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 8:46 AM
To: arslist@ARSLIST.ORG
Subject: Add status reason to In Progress status

 

** 

Hello all,

 

I've added the reasons to this status in the status_reason_hidden field
and entries to the sys:status reason menu items form. The reasons appear
on the HPD:Help Desk screen but when I save an entry, the reason field
is blanked out.

 

I looked to see if I could find an active link that's wiping out the
value and I first thought it was HPD:INC:Status_100_ClearReason but even
after disabling that object, the entry is still wiped out. I'm not sure
where to look now.

 

Any thoughts?

 

Thanks again,

Ron

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Re: Add status reason to In Progress status

[Pargeter, Christie :CO IS]

Have you turned on active link logging and checked the db to see when it
is being cleared?  E.g., is it getting into the db but getting cleared
when you load the record?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lou
Sent: Thursday, January 03, 2013 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status

The value of the menu in hpd helpdesl needs to match the  status reason
menu item. If it does not it does not return a value.

On Jan 3, 2013, at 4:27 PM, Lou lrguar...@yahoo.com wrote:

 
 
 


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ITSM 7.6.4 SP 4 Extra Workflow

[Pargeter, Christie :CO IS]

Hi All - I have found a filter on my 7.6.4 system after upgrading from
SP 2 to SP 4 that BMC can't seem to find in there system.  Could you
please let me know if you also have this filter?

 

CHG:CRQ:DetermineApprovalStateStart_CheckForSchdDateError2

 

Thank you!

 

Note: This is not the convention my company uses for the beginning of
filter names and it was created by my installer account not my account
and I am the only programmer here.

 

 

 




Christie Pargeter 
Legacy Health 

IS - BI And Data Services

SR Technical Analyst

cparge...@lhs.org mailto:cparge...@lhs.org 

  1120 Building 

tel: 503-415-5149

 


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Re: ITSM 7.6.4 SP 4 Extra Workflow

[Pargeter, Christie :CO IS]

If I have this filter enabled and no approval mappings setup in my test
system then this will prevent the CRQ from leaving the Draft system.  Do
you have that same issue?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: Thursday, December 20, 2012 7:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 SP 4 Extra Workflow

 

** 

I don't think this is customized filter as I can see it on one of my out
of the box environment. So yes it's a part of product installation.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, December 20, 2012 8:44 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4 SP 4 Extra Workflow

 

** 

Hi All - I have found a filter on my 7.6.4 system after upgrading from
SP 2 to SP 4 that BMC can't seem to find in there system.  Could you
please let me know if you also have this filter?

 

CHG:CRQ:DetermineApprovalStateStart_CheckForSchdDateError2

 

Thank you!

 

Note: This is not the convention my company uses for the beginning of
filter names and it was created by my installer account not my account
and I am the only programmer here.

 

 

 




Christie Pargeter 
Legacy Health 

IS - BI And Data Services

SR Technical Analyst

cparge...@lhs.org 

  1120 Building 

tel: 503-415-5149

 

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Re: ITSM 7.6.4 SP 4 Extra Workflow

[Pargeter, Christie :CO IS]

That is what mine says yet, it is triggering when I try to move a change
out of Draft to Request For Authorization.  Why would it be triggering
then, is that happening to you?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: Thursday, December 20, 2012 7:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 SP 4 Extra Workflow

 

** 

Yes,  I see this RUN IF qualification:

 

(('Change Request Status' != 'DB.Change Request Status') OR ('Status
Reason' != 'DB.Status Reason') OR ('Change Timing' != 'DB.Change
Timing') OR ('Timing_Reason' != 'DB.Timing_Reason') OR ('Change Type' !=
'DB.Change Type')) AND ('Approval Phase Name' != $NULL$) AND ('Active
Approval' = $NULL$) AND ((('z1D_Integer04'  3) AND ('z1D_Integer04' !=
8) AND ('z1D_Integer04' != 9) AND ('z1D_Integer04' != 12)) OR
(('z1D_Integer05'  3) AND ('z1D_Integer05' != 8) AND ('z1D_Integer05'
!= 9) AND ('z1D_Integer05' != 12))) AND (('Scheduled Start Date' =
$NULL$) OR ('Scheduled End Date' = $NULL$)) AND ('Change Timing' !=
Latent)

 

And this IF Action: Message - Error:

 

You must provide Scheduled Dates as the change will be moving past the
Planning in Progress State.

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, December 20, 2012 9:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 SP 4 Extra Workflow

 

** 

If I have this filter enabled and no approval mappings setup in my test
system then this will prevent the CRQ from leaving the Draft system.  Do
you have that same issue?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: Thursday, December 20, 2012 7:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 SP 4 Extra Workflow

 

** 

I don't think this is customized filter as I can see it on one of my out
of the box environment. So yes it's a part of product installation.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, December 20, 2012 8:44 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4 SP 4 Extra Workflow

 

** 

Hi All - I have found a filter on my 7.6.4 system after upgrading from
SP 2 to SP 4 that BMC can't seem to find in there system.  Could you
please let me know if you also have this filter?

 

CHG:CRQ:DetermineApprovalStateStart_CheckForSchdDateError2

 

Thank you!

 

Note: This is not the convention my company uses for the beginning of
filter names and it was created by my installer account not my account
and I am the only programmer here.

 

 

 




Christie Pargeter 
Legacy Health 

IS - BI And Data Services

SR Technical Analyst

cparge...@lhs.org 

  1120 Building 

tel: 503-415-5149

 

_ARSlist: Where the Answers Are and have been for 20 years_

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RESOVED: Issue with Entry Points in 7.6.4

[Pargeter, Christie :CO IS]

I had forgotten the permissions on my application.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, November 15, 2012 8:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Issue with Entry Points in 7.6.4

 

** 

I do see all the entry points as my admin account with no problem.  When
I try to add an Active Link Guide as an access point in the application
it won't let me

 

 

 

One other note is that my active link guides are custom types instead of
base elements.  Not sure if that will cause any issues.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rod Harris
Sent: Thursday, November 15, 2012 1:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Issue with Entry Points in 7.6.4

 

** 

Hi Christie,

 

Just did a bit of a test for you on my 7.5 system.

 

I was able to get a guide to appear as an entry point in my deployable
app.

 

All I did was add the active link guide to the deployable application's
list of entry points. I then edited the active link guide giving it an
entry of 2 in the list and selected a start active link. 

 

I logged out and then back in on the User tool and I could see the guide
as an entry point.

 

So looking at what you have tried you can't be far away. I'm an admin at
the moment so the permissions aspect is not being tested. In your case
do you see the guide in the app list if you login as an admin?

 

I also have a bit of a question mark on the line where you say you are
not able to add guides as entry points. Where are you trying to add the
entry points? If you edit the deployable app's list of entry points then
a guide should be an option.

 

Rod



 

On 15 November 2012 08:13, Pargeter, Christie :CO IS cparg...@lhs.org
wrote:

** 

An Active Link Guide as an entry point troubleshooting I have done (what
am I missing?)

 

* The application is in Production

* The application has 4 different roles for different entry
points

* The roles have the same group in both the Test  Production
mapped group fields

* Added the forms to the Access Points (since I couldn't add the
active link guides as access points)

* A custom Active Link Guide with Application List Label filled
in, Application List Display Order filled in, Start Active Link filled
in, Permissions are Public Visible for now to get this started but want
it to be one of the current roles

* Form info for this same guide: Permission are the role visible

* Made sure that the test user account has the security group
that maps to the role in their user record

* Testing

o   Logged into user tool and nothing in the application list but can
see the active link guide in the Object list and it opens as it should

o   Flushed the MidTier cache then deleted all the files in the
Temporary Internet Files folder (to guarantee web client has been
flushed), logged into MidTier client and nothing in the application list

 

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Re: Notify with Work Info

[Pargeter, Christie :CO IS]

We did something similar with filters on HPD:WorkLog  CHG:WorkLog since
this is where that data is stored.  We set our up to use the built in
notification processes to notify the whole team or the person assigned
to the ticket as appropriate.  very similar to how a normal assignment
notification goes out.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, December 04, 2012 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Notify with Work Info

 

** 

HI All,

 

I need to do a push field to a custom form and run a notify filter when
a work info update is made in the HPD:Help Desk or CHG: Infrastructure
Change forms. I have an active link (EO:0) that does the push but the
'z1D_Note' data is not included in the push. 

 

Depending if you save, use the save button or the add button, there are
a number of active link guides that handle and the call guide active
links also have EO:0.  I could change the EO of the call guides to 1 or
put my active link in the guides. Not sure what the best approach would
be to handle this and not break something else.

 

ARS 7.6.04 PS3

ITSM 7.6.04 SP2

 

Any suggestions greatly appreciated.

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

 

 



This e-mail is the property of NaviSite, Inc. It is intended only for
the person or entity to which it is addressed and may contain
information that is privileged, confidential, or otherwise protected
from disclosure. Distribution or copying of this e-mail, or the
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recipient is prohibited.

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Re: Issue with Entry Points in 7.6.4

[Pargeter, Christie :CO IS]

I do see all the entry points as my admin account with no problem.  When
I try to add an Active Link Guide as an access point in the application
it won't let me

 

 

 

One other note is that my active link guides are custom types instead of
base elements.  Not sure if that will cause any issues.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rod Harris
Sent: Thursday, November 15, 2012 1:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Issue with Entry Points in 7.6.4

 

** 

Hi Christie,

 

Just did a bit of a test for you on my 7.5 system.

 

I was able to get a guide to appear as an entry point in my deployable
app.

 

All I did was add the active link guide to the deployable application's
list of entry points. I then edited the active link guide giving it an
entry of 2 in the list and selected a start active link. 

 

I logged out and then back in on the User tool and I could see the guide
as an entry point.

 

So looking at what you have tried you can't be far away. I'm an admin at
the moment so the permissions aspect is not being tested. In your case
do you see the guide in the app list if you login as an admin?

 

I also have a bit of a question mark on the line where you say you are
not able to add guides as entry points. Where are you trying to add the
entry points? If you edit the deployable app's list of entry points then
a guide should be an option.

 

Rod



 

On 15 November 2012 08:13, Pargeter, Christie :CO IS cparg...@lhs.org
wrote:

** 

An Active Link Guide as an entry point troubleshooting I have done (what
am I missing?)

 

* The application is in Production

* The application has 4 different roles for different entry
points

* The roles have the same group in both the Test  Production
mapped group fields

* Added the forms to the Access Points (since I couldn't add the
active link guides as access points)

* A custom Active Link Guide with Application List Label filled
in, Application List Display Order filled in, Start Active Link filled
in, Permissions are Public Visible for now to get this started but want
it to be one of the current roles

* Form info for this same guide: Permission are the role visible

* Made sure that the test user account has the security group
that maps to the role in their user record

* Testing

o   Logged into user tool and nothing in the application list but can
see the active link guide in the Object list and it opens as it should

o   Flushed the MidTier cache then deleted all the files in the
Temporary Internet Files folder (to guarantee web client has been
flushed), logged into MidTier client and nothing in the application list

 

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Re: Issue with Entry Points in 7.6.4

[Pargeter, Christie :CO IS]

An Active Link Guide as an entry point troubleshooting I have done (what
am I missing?)

 

* The application is in Production

* The application has 4 different roles for different entry
points

* The roles have the same group in both the Test  Production
mapped group fields

* Added the forms to the Access Points (since I couldn't add the
active link guides as access points)

* A custom Active Link Guide with Application List Label filled
in, Application List Display Order filled in, Start Active Link filled
in, Permissions are Public Visible for now to get this started but want
it to be one of the current roles

* Form info for this same guide: Permission are the role visible

* Made sure that the test user account has the security group
that maps to the role in their user record

* Testing

o   Logged into user tool and nothing in the application list but can
see the active link guide in the Object list and it opens as it should

o   Flushed the MidTier cache then deleted all the files in the
Temporary Internet Files folder (to guarantee web client has been
flushed), logged into MidTier client and nothing in the application list

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Anusha Das
Sent: Tuesday, November 13, 2012 6:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issue with Entry Points in 7.6.4

 

** 

There is a place in the application itself where you can see and set
entry points. Right click on the  application in DEV studio and hit edit
application. If you do not see the entry point there, adding it there
might fix your issue. 



Date: Tue, 13 Nov 2012 17:40:18 +
From: cynthia.j.sc...@lmco.com
Subject: Re: Issue with Entry Points in 7.6.4
To: arslist@ARSLIST.ORG

** 

Did you give your entry points a label? You also might want to check the
form Visibility and Permissions properties. It's usually one of these
three, unless your changes just having been cached yet.

 

You would do the label in the form properties window pane. When you open
the pane, you will see the usually Aliases, Appearance, Basic, etc.
There is one there also named Labels with Entry Point, New Mode and
Entry Point, Search Mode where you would put the label.

 

Hope this helps,

Cindy

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Tuesday, November 13, 2012 11:38 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Issue with Entry Points in 7.6.4

 

** 

Hi All - I made an application (in base mode) of 7.6.4 and have it set
to Maintenance and have 3 forms with the Search Mode checked and I built
2 active link guides as entry points.  I am logging in with a person
that should be seeing 4 of these entry points right now but the
application list on SHR:LandingConsole isn't showing the application
name let alone the 4 entry points.

 

What am I doing wrong?  This all worked with ITSM 7.0.3.

 

Thanks

 

ARS 7.6.4 SP 3

ITSM 7.6.4 SP 2

RKM 7.6.4 SP 2

SLM 7.6.4

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 3

 

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Issue with Entry Points in 7.6.4

[Pargeter, Christie :CO IS]

Hi All - I made an application (in base mode) of 7.6.4 and have it set
to Maintenance and have 3 forms with the Search Mode checked and I built
2 active link guides as entry points.  I am logging in with a person
that should be seeing 4 of these entry points right now but the
application list on SHR:LandingConsole isn't showing the application
name let alone the 4 entry points.

 

What am I doing wrong?  This all worked with ITSM 7.0.3.

 

Thanks

 

ARS 7.6.4 SP 3

ITSM 7.6.4 SP 2

RKM 7.6.4 SP 2

SLM 7.6.4

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 3

 


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Re: Multi-tenancy, Human resources, field ID 112 etc.

[Pargeter, Christie :CO IS]

But don't you have to duplicate your People table under each company?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Aditya Sharma
Sent: Thursday, October 11, 2012 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Multi-tenancy, Human resources, field ID 112 etc.

 

** Hi Ron,

 

You can achieve this with multi-tenancy. You will need to create
separate compony for you HR users. Lets say your compony is Calbro, the
new company can be Calbaro-HR. All the foundation data corresponding to
your HR department should use this new company. You can have access
restriction set for users (Service Desk etc) to Calbro only (Add Calbro
in Access Restriction Tab of all the Calbro Users) so that cannot access
anything related to Calbro-HR compony. But vice versa you can set allow
your HR users to have access to Calbro as well as Calbro-HR companies
(or Give HR users Unrestricted Access if only two companies are there in
your system).

 

Regards,

Aditya 

On Thu, Oct 11, 2012 at 3:48 AM, Peters, Ron rpet...@columbia.com
wrote:

** 

Hi all,

 

I believe we are currently running in multi-tenancy mode though we only
use a single company. Our help desk assigns tickets to various support
groups as normal. Now, were looking into bringing our HR department on
board so we can assign tickets etc. to them. I believe the main sticking
point is that they don't want anyone seeing what could be sensitive
information in their tickets.

 

I've heard that we can do something where only they see their tickets
and nobody else can. I've been reading about multi-tenancy and support
organizations but it wasn't super clear about a situation like this.
What recommendations do you have for this type of scenario?

 

We're just starting down this path and are thinking about the
possibilities. These are some of the ones I've thought about but may not
be exhaustive (or correct for that matter).

 

Most users should:

Be able to assign tickets to HR users

Not be able to see any of the HR tickets or ticket contents

 

HR users should:

Be able to assign their tickets back to non-HR groups, mainly service
desk but possibly others

Be able to work their tickets.

Probably be able to see non-HR tickets and contents

 

Thoughts?

 

Thanks,

Ron

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Re: SQL or Oracle

[Pargeter, Christie :CO IS]

I usually prefer SQL because of the Case Sensitive nature of Oracle.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, September 28, 2012 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL or Oracle

Oracle is not bad either.   Usually I ask what does your company support most.  
If you have better people for Oracle then choose Oracle, same goes for MS-SQL.

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Friday, September 28, 2012 9:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL or Oracle

**
The question I find most relevant is what platform your organization has the 
resources to support.  Most of us can handle most day to day MSSQL tasks.  Not 
so with Oracle, which requires someone trained and experienced.
Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
Sent: Friday, September 28, 2012 9:08 AM
To: arslist@ARSLIST.ORG
Subject: SQL or Oracle

All,

I am setting up a brand new ARS with ITSM. The big decision is whether to go 
with SQL or Oracle as the backend.

I prefer SQL; management thinks Oracle.

Without starting a frightening Friday foray on the List, does anyone (LOL) on 
the list have an opinion? I really need some feedback with the Pros  Cons of 
using either DB that I can take to my managers.

So you know, the system is for an organization that will support about 3000 end 
users (Support staff plus customers). We have the entire ITSM suite to deploy 
which will be accomplished in stages. We will start with Asset and Incident 
Management then move onto Change and Release then to SRM.

Anyone?

Thank you,

Sandra Hennigan
Remedy Developer

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Help finding Documentation

[Pargeter, Christie :CO IS]

Hi All - I heard with ITSM 7.6.4 you could have tasks activated at the
Planning In Progress stage but I am not seeing how to do that.  If
anyone had an idea where the documentation is I would appreciate it or
any help around configuring and using this feature.

 

 

 




Christie Pargeter 
Legacy Health 

IS - Programming

SR Technical Analyst

cparge...@lhs.org mailto:cparge...@lhs.org 

  1120 Building 

tel: 503-415-5149

 


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Re: Help finding Documentation

[Pargeter, Christie :CO IS]

Thanks!!! This looks like exactly what I am looking for.

 

From: patchsk [mailto:vamsi...@gmail.com] 
Sent: Tuesday, September 25, 2012 11:46 AM
To: arsl...@googlegroups.com
Cc: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; Pargeter, Christie :CO IS
Subject: Re: Help finding Documentation

 

I think what you are looking for is Task Phase Mgmt.

Use this feature after testing thoroughly and after setting expectation with 
the users. 

At least in 7.6.03 this feature was error prone and caused confusion with the 
users.

Also if you enable this I think you may have to redo all your change templates 
to use this feature along with templates.

 

Pg31 ( Configuring TMS Phases) in Task Mgmt Administration Guide. 

http://documents.bmc.com/supportu/documents/34/12/103412/103412.pdf 

 

Also there is a white paper on this topic.

http://documents.bmc.com/supportu/documents/42/21/194221/194221.pdf 

On Tuesday, September 25, 2012 11:13:23 AM UTC-7, Pargeter, Christie :CO IS 
wrote:

** 

Hi All – I heard with ITSM 7.6.4 you could have tasks activated at the Planning 
In Progress stage but I am not seeing how to do that.  If anyone had an idea 
where the documentation is I would appreciate it or any help around configuring 
and using this feature.

 

 

 




Christie Pargeter 
Legacy Health 

IS - Programming

SR Technical Analyst

cparge...@lhs.org javascript: 

  1120 Building 

tel: 503-415-5149

 

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Setting Priority on Email

[Pargeter, Christie :CO IS]

Hi All - I have a request to have an email come out of the system with
the High Importance flag in Outlook is this possible?  The emails are
being sent with SMTP.

 

ARS 7.6.4 SP 2

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 2 Hot Fix 12/2/11

 


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SOLVED: Setting Priority on Email

[Pargeter, Christie :CO IS]

Set the Priority on the AR System Email Messages as Priority 1 or 2.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Wednesday, September 12, 2012 4:28 PM
To: arslist@ARSLIST.ORG
Subject: Setting Priority on Email

 

** 

Hi All - I have a request to have an email come out of the system with
the High Importance flag in Outlook is this possible?  The emails are
being sent with SMTP.

 

ARS 7.6.4 SP 2

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 2 Hot Fix 12/2/11

 

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Product Catalog MS Products

[Pargeter, Christie :CO IS]

Hi All - We are wondering how people are categorizing Microsoft Products
in their Product Tiers?  Specific applications: Word, Excel, Lync, SCCM,
Remote Desktop,  PowerPoint

 

I am being asked to build them as Application / Microsoft / Word / Word
/ Microsoft (Tier 1 / Tier 2 / Tier 3 / Product Name / Mfg) and we don't
believe that Mfg should be the Tier 2.

 

Thanks 

 




Christie Pargeter 
Legacy Health 

IS - Programming

SR Technical Analyst

cparge...@lhs.org mailto:cparge...@lhs.org 

  1120 Building 

tel: 503-415-5149

 


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Re: SOLVED RE: [EXTERNAL] 7.6.4 Classic View Issue

[Pargeter, Christie :CO IS]

I am used to flushing it when I did workflow changes just not data changes.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ibbi
Sent: Thursday, August 23, 2012 4:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: SOLVED RE: [EXTERNAL] 7.6.4 Classic View Issue

 

** 

In 7.6 you may want to get used to flushing the cache all the time and that 
includes your local browser aswell.

Sent from my iPhone


On Aug 23, 2012, at 7:51 PM, Pargeter, Christie :CO IS cparg...@lhs.org 
wrote:

** 

Thank you Natalie flushing the caches was the answer.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, August 23, 2012 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] 7.6.4 Classic View Issue

 

** 

Christie:

 

Flush your mid-tier cache and clear your local browser cache as well.  
You *might* not have to flush the mid-tier, I can’t remember for sure, as it’s 
been a while since I played around with Classic View (we elected to deploy the 
Best Practices view).  What I do remember for sure is that for each time you 
log in and get the Best Practices view,  you definitely have to clear the local 
browser cache in order to have any chance of pulling down the Classic View.

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS/ITSM Tester

Albuquerque, NM USA

nkst...@sandia.gov

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, August 23, 2012 5:07 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] 7.6.4 Classic View Issue

 

** 

Hi All – I am trying to work on upgrading our system from ITSM 7.0.3 to 
ITSM 7.6.4 with that we are not ready to start on the Best Practice view but 
want to start on the Classic View.

 

Issue: I have gone into the App Admin Console  Custom  Foundation  
Adv Opts  View Selection Framework – Deploy View and setup the whole company 
to use the Classic view.  We are a single tenancy company since it is only IS 
that uses this and we are all internal employees.  But it still takes every 
account I have created to the Best Practice View.  I have tried to set one of 
my test groups to be Classic  even one of my test users to use Classic View 
but it is still taking me to Best Practice.  

 

Any ideas?

 

 

ARS 7.6.4 SP 3

ITSM 7.6.4 SP 2

RKM 7.6.4 SP 2

SLM 7.6.4 SP 2

Window 2008 – 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 3

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