Re: Announcements: Doug Mueller has left BMC, ARSlist will be shutting down on US Thanksgiving, Nov. 28th

[Phil Murnane]

Hearing the news that Doug is receding – I feel like some of the first 
physicists who read quantum theory and thought to themselves that our universe 
is different now.  Best of luck and all blessings, Doug.

Thanks also to Dan, Jason, and Misi for all their time spent supporting this 
community.  There were many difficult days when just knowing this place existed 
made life a bit better.

Farewell and Godspeed,
--Phil

From: ARSList  on behalf of 
"arsl...@danielbloom.ca" 
Reply-To: ARSList 
Date: Wednesday, October 2, 2019 at 5:45 PM
To: "arslist@arslist.org" 
Subject: Announcements: Doug Mueller has left BMC, ARSlist will be shutting 
down on US Thanksgiving, Nov. 28th

Doug Mueller’s last day at BMC was Monday, September 30th. As we all know, Doug 
was the creator of the ARSystem as a founding member of Remedy Corporation.

He has always retained the philosophy of supporting the user community, even 
before he accepted my invitation to join this list in 1993.

After consultation with Jason and Misi, the current custodians of this ARSlist, 
it was decided that I should post to this external list that Doug has left, in 
the hopes that all current and former members of our community can express 
their best wishes here where it can be done outside of a Corporation based 
community and where Doug can of course also read them.

In Doug’s honor, it was also decided that we would shut down the ARSlist 
permanently on US Thanksgiving, giving folks until then to post their comments, 
and to signify the thanks we give to Doug for all he has done.

My understanding is that the archives will continue to be available, and of 
course can be saved for posterity.

For my part, it was sad news that someone who has contributed so much, holds so 
many forward thinking innovative patents singularly and jointly with others, 
would be departing.

I was supposed to post this yesterday and it took me until today to accept that 
he really had left. I won’t be disappointed if I am proven wrong …….

Dan
Daniel Bloom
Founder of the ARSlist in November 1993
Active in the Remedy ARSystem world since 1.0


-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Re: Atrium and field 112

[Phil Murnane]

Hi Dave,

The easiest way to prove it's not a cache issue is to

  1.  Stop tomcat on the mid-tier
  2.  Delete the cache files in the .../webapps/arsys/cache/... folder
  3.  Start tomcat
  4.  Re-test

I ran into something like this years ago when permissions changes to the system 
weren't being honored by the mid-tier.

HTH,
--Phil


From: ARSList  on behalf of Dave Barber 

Sent: Monday, July 22, 2019 8:50 AM
To: ARSList 
Subject: Re: Atrium and field 112

I'm really not sure - my main knowledge of field 112 is from an in-house 
developed application where we lock down data.  In 10 years of usage of Atrium 
we've never had any need for locking anything down.

The value that was in Base Element was :
;;10;

I've amended the 10 value to a new permissions group for a couple of 
CIs, and a profile that doesnt have the new permissions group or any form of 
Admin rights (other than Asset Viewer) can still find the CI in searches.

Have had issues with mid tier caching, but never experienced issues related to 
caching and permissions - guidance welcome!

On Mon, 22 Jul 2019 at 13:33, Phil Murnane 
mailto:phil.murn...@windward.com>> wrote:
Any chance that the symptom is due to a caching issue of some sort?


From: ARSList mailto:arslist-boun...@arslist.org>> 
on behalf of Dave Barber mailto:daddy.bar...@gmail.com>>
Sent: Monday, July 22, 2019 4:57 AM
To: ARSList mailto:arslist@arslist.org>>
Subject: Atrium and field 112

All,

This is on ARS 9.1.02.

We have a range of users making use of both Atrium and Change Management.  We 
have a range of CIs uploaded against a large number of compaies, and users have 
always been given unrestricted access.

A recent requirement has involved us wanting to restrict visibility of some CIs 
to specific users.  Multi tenancy would not be viable (as there are hundreds of 
companies within our system), so I had thought that replacing the value for 
"Unrestricted Access" in field 112 in Base Element for the relevant CIs with 
another permissions group, and adding that permissions group to the required 
users would have the desired effect.  It does not work - profiles without the 
new permissions group can still see the "locked down" CIs.

Has anyone else implemented anything along these lines?

Regards

Dave Barber
--
ARSList mailing list
ARSList@arslist.org<mailto:ARSList@arslist.org>
https://mailman.rrr.se/cgi/listinfo/arslist<https://nam01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmailman.rrr.se%2Fcgi%2Flistinfo%2Farslist&data=02%7C01%7Cphil.murnane%40windward.com%7C88b09ae2a3c94c0f28d70ea33755%7C00e53c2d5e62446bae708d12703cdba3%7C1%7C0%7C636993966501422956&sdata=QC2O6vSU0En3SRRR8ySJ1CzE%2FRV%2BV5SrCmA1HCKXeFY%3D&reserved=0>
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Re: Atrium and field 112

[Phil Murnane]

Any chance that the symptom is due to a caching issue of some sort?


From: ARSList  on behalf of Dave Barber 

Sent: Monday, July 22, 2019 4:57 AM
To: ARSList 
Subject: Atrium and field 112

All,

This is on ARS 9.1.02.

We have a range of users making use of both Atrium and Change Management.  We 
have a range of CIs uploaded against a large number of compaies, and users have 
always been given unrestricted access.

A recent requirement has involved us wanting to restrict visibility of some CIs 
to specific users.  Multi tenancy would not be viable (as there are hundreds of 
companies within our system), so I had thought that replacing the value for 
"Unrestricted Access" in field 112 in Base Element for the relevant CIs with 
another permissions group, and adding that permissions group to the required 
users would have the desired effect.  It does not work - profiles without the 
new permissions group can still see the "locked down" CIs.

Has anyone else implemented anything along these lines?

Regards

Dave Barber
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

RE: ARSystem in HTML.

[Phil Murnane]

Hi Kevin,

Check out ARInside.

HTH,
--Phil

From: ARSList  On Behalf Of Kevin Candelaria
Sent: Monday, March 4, 2019 8:49 AM
To: ARSList 
Subject: ARSystem in HTML.


Good morning AR List.



I had a tool a while back that would generate HTML of my AR System, all the 
filters, escalations, activelinks and where they lead to in a nice website.



Anyone have an idea of the name of this tool. It was free.
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

RE: Common Table Expression SQL for menus

[Phil Murnane]

Hi Charlie,

Don’t know if this will help, but I frequently see CTEs written with a leading 
semicolon before the WITH keyword – e.g. ;WITH cte AS…

IIRC this is required by the SQL engine -- maybe give that a shot?
--Phil

From: ARSList  On Behalf Of Charlie Lotridge
Sent: Tuesday, February 19, 2019 1:37 PM
To: ARSList 
Subject: Common Table Expression SQL for menus

Hi all,

I'm trying to use a SQL query containing a Common Table Expression for a 
drop-down menu. I can see that the query is submitted to the server and is 
appropriately generating results. But the menu comes back as empty.

For anyone not familiar, a Common Table Expression (CTE) is a construct 
supported by (at least) SQL Server that allows for some extreme flexibility in 
the generation of result sets, in some cases things that you just can't do 
without it. In SQL Server queries containing CTEs begin with a "WITH" keyword 
instead of "SELECT". I don't know if other database systems support this 
construct.

One workaround is to embed the query into a SQL view, then query the view. I've 
used this workaround in the past but it is not entirely convenient or elegant.

Has anyone else had this problem and maybe have some insight as to why it's 
failing or perhaps developed a better workaround?

Incidentally, this is on an ARS system running v8.1.

Thanks,
Charlie
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

[no subject]

[Phil Murnane]

http://www.desigui.com/blog/wp-content/themes/default/googles.html

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Spoof Emails

[Phil Murnane]

All:

I received a report that my email address is sending out spam (tablets of some 
sort) -- the spammer sending these emails is just using my email account's 
name; 
the emails are not coming from my account (this is called "spoofing").

Please feel free to block the sender of the "tablet" emails.

FYI,
--Phil

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Please Delete the [ No Subject ] Email from this Account Today

[Phil Murnane]

All:

Please pardon the spam email from this account today.  The account has been 
secured again.

Looks like my password got hacked, sigh.  Perils of keeping the same email 
address for 10+ years, I suppose.

Sorry,
--Phil




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
  

[no subject]

[Phil Murnane]

http://csimanagement.it/mor1.html


  

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"

Re: History of AR System

[Phil Murnane]

Wow, SSDS.  I used to work for them, including through their various 
acquisitions by BTG Inc, Titan Corp, and finally L-3 Communications.  They were 
never very big, but they had talent like Tim Widowfield and Chad Whilding among 
many others.  Weird to hear that name again.





From: "Tanner, Doug" 
To: arslist@ARSLIST.ORG
Sent: Monday, June 29, 2009 2:42:13 PM
Subject: Re: History of AR System

**  
I’m
with you, in early 97, I learned everything I could about 3.0 & 3.1 and
hired two consultants to assist me – they were at the time “veterans”
in the Remedy world – Jay Moore & Terry Treece from SSDS
 
Blast
from the past,
Doug
 
From:Action Request
System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Bob
Rowe
Sent: Monday, June 29, 2009 1:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: History of AR System
 
** I began with the manuals,
but quickly convinced my manager group they should spend the money for the
4-day Admin/1-day User class. At that time, Sun owned 25% of Remedy, so the
classes were at the Sun building in Columbia, MD.
On Mon, Jun 29, 2009 at 1:50 PM, Wacholz, Jeanette (Jenni)
 wrote:
** 
Like
you, Ben, I started out back in '97 by reading the 3.0 manuals
cover-to-cover. But we had Help Desk not Asset. At the time I had no
programming experience...just 2 Visual Basic classes in
college. After that my management kindly sent me to the 4 day Admin
class and the 1 day User class. They then handed me a brand new system that had
been customized by an outside consulting team and said, "Here you go, get
this into production." It was kind of like baptism by fire! 
LOL!  I'm sure many others have jumped into this with as little or less
preparation as I had.
Jenni
Wacholz
Coventry
Health Care Inc
480-445-2517
WFH
Tuesdays  602-606-7484
 
 


 
From:Action Request
System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of 
Benedetto
Cantatore
Sent: Monday, June 29, 2009 10:36 AM
To: arslist@ARSLIST.ORG

Subject: Re: History of AR System
 
** 
Back
in 97, I sat down with the Remedy manual, read it cover to cover and was a
Remedy administrator.  There were only two apps (I think); Helpdesk and
Asset.  Today, I looking at all the manuals if you have the whole ITSM
suite, I no longer think that's possible.  I'm curious, how many folks
started Remedy by just reading the docs, or did most people go out and get
formal training. 
 
Ben
Cantatore
Remedy Manager
(914) 457-6209
 
Emerging
Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> robert.w.r...@gmail.com 06/29/09 10:56 AM >>>
** I began working with the
point release of 2.1 late in 1994 or early 1995 when I was at Winstar, a
gone-broke telecommunications company. I wrote the help-desk app for the
network ops center, as well as configuration forms, certification forms, lots
of stuff. Back then it was a good front-end for a database. We worked with
voice communications, so the FCC required a lot of auditing, all of which had
to be written.

I got into Remedy as a C programmer who didn't have a project at the moment. I
was horrified to find no Else statements built into the system. I can't
remember when that came along, but it was quite an advance in programming. We
worked with HP-UX and an early version of Oracle. Installation of just about
anything was a bear, but once all the ducks were lined up it went well.

Ever since then I've worked with the ARS. Now it's quite sophisticated in
comparison with the old days.
On Sun, Jun 28, 2009 at 4:39 PM, Daniel Bloom 
wrote:
>From a bit of googling .


Remedy Corp.
The Company was incorporated on November 20, 1990 in Delaware
Headquarters Mountain View, California, USA
Key people Larry Garlick, Founder & CEO
Dave Mahler, VP Marketing
Doug Mueller, Chief Architect
Version 1.0 ?
Version 1.1 Approx. Nov 1992 still looking for confirmation
Version 2.0 was May 19, 1995
Version 4.0 was Jan 27, 1999


-Original Message-
From: Action Request System discussion list(ARSList)
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ 
_Platinum
Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ 

Email Confidentiality Notice: The information contained in this transmission is
confidential, proprietary or privileged and may be subject to protection under
the law, including the Health Insurance Portability and Accountability Act
(HIPAA). The message is intended for the sole use of the individual or entity
to whom it is addressed. If you are not the intended recipient, you are
notified that any use, distribution or copying of the message is strictly
prohibited and may subject you to criminal or civil penalties. If you received
this transmission in error, please contact the sender immediately by replying
to this email and delete the material from any computer. _Platinum Sponsor: 
rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ 



-- 
Bob Rowe, Remedy Action Request System D

Re: History of AR System

[Phil Murnane]

How about defaulting a hidden selection field and having an "on enter" active 
link firing condition in order to simulate the "on loaded" firing 
condition that exists today?





From: Tim Widowfield 
To: arslist@ARSLIST.ORG
Sent: Saturday, June 27, 2009 2:40:24 PM
Subject: Re: History of AR System

** 
Oh, yes.  Stacked buttons!  And server-side macros before Push Fields actions 
were possible.  Being able to dispense with all our horrid run-process macros 
was a major step forward.  Before pushes, when you sent data from one form to 
another via a filter Run Process action, it happened in phase 3.  You had no 
assurance that it would happen, and you had no control over the order in which 
they would occur.  It's hard to imagine we built "enterprise-class" 
applications on such a house of cards.

Guys, I'm having a memory lapse.  What was that workflow type or object they 
had back in version 1  Something like Administrative Action?  I can't even 
remember what it was for.

--Tim






From: "Frank, Gordon M. (CMS/CTR)" 
To: arslist@ARSLIST.ORG
Sent: Saturday, June 27, 2009 10:36:10 AM
Subject: Re: [ARSLIST] History of AR System

How about actual Macros which do the same thing on three different
platforms (Windows, UNIX and MAC)!

We forget the days of now Open Window or stacked buttons.

Gordon M. Frank
Remedy Skilled Professional
ITIL V3 Certified
Lockheed Martin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John
Sent: Saturday, June 27, 2009 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: History of AR System

You know what would be fun ??? -- Screenshots from the early days.

Anybody have a screenshot -- X-Windows admin, etc... Or License Tool ???

-John




On Jun 26, 2009, at 11:54 PM, Eric Bergan wrote:

> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Daniel Bloom
> Sent: Friday, June 26, 2009 6:47 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: History of AR System
>
> Let us not forget 1.1 also brought us a system that worked.
> I thought it was Nov. 1992.
>
> Esacalations was the first major improvement to me.
> Somehow saying there is a work around and we could use cron tables
> Never quite did it for me (even if it was more efficient than
> escalations at
> the time).

    You mean you didn't really need all that snap to grid,
boxes/text
trim, grouping, some hope that the Motif/Windows/Mac/ASCII views  
looked the
same? Boy, could we have saved some time...

> There is a good trivia question:
> Who brought the phrase "there is a work around"
> into every day usage for us Remedy Folks?
>
> Not that it wasn't a phrase well worth paying attention to :-)

    Now you're just fishing for a response... :-)

                Eric Bergan


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers  
Are"

--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"

Re: Capture ComputerName and UserName (U)

[Phil Murnane]

Folks:

You can use "ipconfig | find "IP Address", which returns something like:

IP Address. . . . . . . . . . . . : ###.###.42.1
IP Address. . . . . . . . . . . . : ###.###.133.1
IP Address. . . . . . . . . . . . : ###.###.145.46
IP Address. . . . . . . . . . . . : 0.0.0.0

Then a second action will have to remove everything up to and including the ": 
", and you'll have to live with taking the first (or last?) address returned.

FWIW,
--Phil



- Original Message 
From: "Wallace, Kelvin" 
To: arslist@ARSLIST.ORG
Sent: Friday, March 20, 2009 11:14:12 AM
Subject: Re: Capture ComputerName and UserName (U)

Try this:

$PROCESS$ cmd /c "set USERNAME"
$PROCESS$ cmd /c "set COMPUTERNAME"

Other stuff:

$PROCESS$ cmd /c "set USERPROFILE"
$PROCESS$ cmd /c "set windir"
$PROCESS$ cmd /c "set OS"
$PROCESS$ cmd /c "set USERDOMAIN"
$PROCESS$ cmd /c "set LOGONSERVER"

If anyone knows an easy way to capture the IP address, please let me
know.

HTH,
Kelvin



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Thursday, March 19, 2009 2:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Capture ComputerName and UserName (U)

UNCLASSIFIED

The AL captures the computer name but not the Windows' user name.

Sandra Hennigan

Remedy Developer



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Feliciano, Ferdinand, A
(Rocky)
Sent: Thursday, March 19, 2009 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Capture ComputerName and UserName



** 

Do an Active Link instead of Filters.  Filters run on the server side.
That's why you're getting the server's information.







From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Scott Illari
Sent: Thursday, March 19, 2009 10:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Capture ComputerName and UserName



** 

Jason,



You won't be able to gather the user's computer information thru a
filter since they run on the server.  You will need to run your
$PROCESS$ command in an active link without using "@@".  Since you are
attempting to do this in a filter, I am assuming timing does not matter
so you can capture it on window open, window loaded, display, submit,
modify..in the active link.



Hope this helps.



Scott Illari

908-601-8948

http://www.linkedin.com/in/scottillari
 







From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Tricky
Sent: Thursday, March 19, 2009 10:27 AM
To: arslist@ARSLIST.ORG
Subject: Capture ComputerName and UserName



** 
I'm trying to capture the computername and windows username using a
filter.



I tried using Set Fields = $PROCESS$ %COMSPEC% /c echo %COMPUTERNAME%
but I get and error -- ARERR [341] Cannot run the requested process



Tried using $PROCESS$ c:\windows\system32\cmd.exe /c hostname and I get
the Remedy Server information instead of the clients.



Thanks,

Jason


__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
html___

__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
html___


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"



  

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"

Re: Workflow Order Question

[Phil Murnane]

Brian:

If I understand your model correctly, it's something like this:

hd_ticket--1:1-->purchase_request--1:n-->line_ltem--1:n-->po_number
(note this is intended to be a data relationship diagram, not a chronological 
diagram)

As a developer, rather than focusing on making sure the hd_ticket gets the 
final state of all the related data, I would focus on making sure the data 
foreign to each table is consistent at all times.  Then it doesn't matter 
if/when they change a foreign data element from a (grand)child record.  In this 
case, applying this idea results in several tasks:

1. any time po_number data is changed, make sure any summary (foreign) data on 
the line_item parent is accurately reflected
2. any time a line_item changes, make sure any summary data on the 
purchase_request parent is accurately reflected
3. any time a purchase_request changes, make sure any summary data on the 
hd_ticket parent is accurately reflected

At execution time, you'll have to make sure that 1 (above) completes before 2, 
and that 2 completes before 3.  Implementing this is fairly straightforward 
except for when concurrent updates from different users can occur.  BMC uses 
tricks like forcing a save on a child record before allowing the manual 
creation/update of a parent record.

To summarize: I'm suggesting re-engineering the workflow to avoid the data sync 
errors.  After all, you have plenty of spare time during your work day, right? 
:-^

--Phil





From: "Sokol, Brian" 
To: arslist@ARSLIST.ORG
Sent: Friday, March 20, 2009 10:45:36 AM
Subject: Re: Workflow Order Question

** Workflow Order Question 
Rick here is what I am doing. I have a purchase request 
form which has a table linked to a subform. The subform contains the items 
purchased on the purchase request. Our purchasing department goes in and adds 
the JD Edwards PO number to each line item at the time of purchase. Some 
purchase requests have more then one PO number. When the purchasing department 
has placed the order they click on a button to generate a HD ticket. Here is 
the 
order of the workflow:
 
AL sets a flag on each line item for that purchase 
request
Filter fires on modify for the line item table and pushes 
the PO number to a temp field on the purchase request form
Filter fires on modify on the purchase request form on 
modify and copies the temp Po info to the PO field  (PO = PO + PO 
Temp)
AL fires and does a Push to create the HD 
tkt
 
I know I could copy the PO numbers at the time they are set 
but I am afraid that the purchasing dept will make a mistake and then change a 
PO number. Then I would have both the old and new PO number. By doing it at 
the time of HD tkt creation I know I have the final numbers.
 
The workflow log shows the PO numbers being set on the 
purchase request form:
PO Number (536870952) =  12345 
98765
 
and then the HD tkt being created but the PO number is not 
copied:
 
(24007) = PR01333 Placed. The PO #(s) for this order are 
 
That is why I questioned if the log timings were 
accurate.
 
Brian



 From: Action Request System discussion 
list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick 
Cook
Sent: Friday, March 20, 2009 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow Order 
Question

** Actually, people use LastId 
for that exact purpose all the time. 

Rick 
Sent from my Verizon Wireless BlackBerry

 From: "Sokol, Brian" 
Date: Fri, 20 Mar 
2009 09:13:02 -0400
To: 
Subject: 
Re: Workflow Order Question

Hi Kevin,
 
No I can not use that. I need this at the time the tkt 
is created so that it is part of the email that is sent out at tkt creation. 
 
My original question is about workflow timing and the log 
file. Do the events occur in the same order as they appear in the log? The logs 
show the PO numbers getting populated before the HD tkt creation but they are 
not being pushed to the HD tkt at creation.



 From: Action Request System discussion 
list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, 
Kevin
Sent: Thursday, March 19, 2009 6:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow Order 
Question

**  
I 
am sure someone will tell me if I am wrong but I think you might be able to use 
the last ID keyword..  I think 
 
Kevin 
Begosh, RSP
Tech 
Ops
Enterprise 
Business Services
301-791-3540 
Phone
410-422-3623 
Cell
kevin.beg...@lmco.com
 
From:Action Request 
System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of 
Sokol, Brian
Sent: Thursday, March 19, 2009 1:30 PM
To: arslist@ARSLIST.ORG
Subject: Workflow Order 
Question
 
** 
We have a 
custom purchasing application in Remedy. At the end of the purchasing process a 
Help Desk ticket (HD 5.6) is created. I am trying to populate the description 
field with our back end purchase order number. The Remedy purchase request may 
have more then 1 PO#. A

Re: Indexes on DSL (was Re: Archiving SLM:Measurement)

[Phil Murnane]

Thad:

Since I was "on the clock" as a contractor when I built those indexes, I'll 
have to ask the customer if they mind my sharing the work product.  
Technically, the IP belongs to them.  I'll shoot an email off, and if I get a 
reply, I'll post the info here on the list.

Anyone else who may have done the same work in-house might be able to share 
their recommendations... anyone... Bueller... anyone?

--Phil





From: Thad K Esser 
To: arslist@ARSLIST.ORG
Sent: Monday, December 22, 2008 5:42:58 PM
Subject: Indexes on DSL (was Re: Archiving SLM:Measurement)

** 
Phil, 

Any chance you have the list of indexes
you added to the DSL or other tuning work you did for it?  My first
data import was pretty painful.  If not, I can work through it, but
thought if you had a list handy, it'd save me some time. 

Thanks in advance,
Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."--
Richard Bach 




Phil Murnane   
Sent by: "Action Request System
discussion list(ARSList)"  
12/19/2008 11:35 AM 
Please respond to
arslist@ARSLIST.ORG 
 To arslist@ARSLIST.ORG  
cc 
 
Subject Re: Archiving SLM:Measurement 

 
 
 


**  
William:

At one customer site, we added some indexes to help those Push Fields If
conditions and avoid the table scans.  SLM benefits quite a bit from
some DB tuning.  So does the DSL, but that's another topic. :)

--Phil 


From: Howard Richter 
To: arslist@ARSLIST.ORG
Sent: Friday, December 19, 2008 11:53:26 AM
Subject: Re: Archiving SLM:Measurement

**  
Bill, 
  
On my past two systems (that had SLM) we
trashed anything in the SLM:Measurement, older then 30 days and that was
not tied to active ticket. I think we were able to report, but I don't
remember from where. 
  
hbr
-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where
the Answers Are" html___ 

*IMPORTANT NOTICE: This communication, including any attachment, contains 
information that may be confidential or privileged, and is intended solely for 
the entity or individual to whom it is addressed.  If you are not the intended 
recipient, you should delete this message and are hereby notified that any 
disclosure, copying, or distribution of this message is strictly prohibited.  
Nothing in this email, including any attachment, is intended to be a legally 
binding signature.
* 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
  

Re: Archiving SLM:Measurement

[Phil Murnane]

William:

At one customer site, we added some indexes to help those Push Fields If 
conditions and avoid the table scans.  SLM benefits quite a bit from some DB 
tuning.  So does the DSL, but that's another topic. :)

--Phil





From: Howard Richter 
To: arslist@ARSLIST.ORG
Sent: Friday, December 19, 2008 11:53:26 AM
Subject: Re: Archiving SLM:Measurement

** 
Bill,
 
On my past two systems (that had SLM) we trashed anything in the 
SLM:Measurement, older then 30 days and that was not tied to active ticket. I 
think we were able to report, but I don't remember from where.
 
hbr


On Fri, Dec 19, 2008 at 12:35 PM, William Rentfrow  
wrote:

** 
It's Friday and I have some other stuff to finish today so I haven't gotten too 
far into researching this yet - so I thought I'd ask if anyone else has a 
solution for this already.
 
Problem: SLM:Measurement is gigantic.  We have 240,000 requests in HPD:Help 
Desk (IM 7.x) and 4,400,000+ SLM:Measurement records.
 
My gut feeling is to just archive off all of the records that are closed and 
refer the reporting people to that table when they want to run reports; 
however, I have not yet investigated the ramifications of doing this.
 
Has anyone else?  
 
William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
701-306-6157 C
952-432-0227 O
 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 


-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
  

Re: Archiving SLM:Measurement

[Phil Murnane]

William:

Sounds like a pretty good solution to me.  Just out of curiosity, are you 
seeing performance problems due to the 4.5M records in SLM:Measurement?

--Phil





From: William Rentfrow 
To: arslist@ARSLIST.ORG
Sent: Friday, December 19, 2008 10:35:06 AM
Subject: Archiving SLM:Measurement

** 
It's Friday and I 
have some other stuff to finish today so I haven't gotten too far into 
researching this yet - so I thought I'd ask if anyone else has a solution for 
this already.
 
Problem: 
SLM:Measurement is gigantic.  We have 240,000 requests in HPD:Help Desk (IM 
7.x) and 4,400,000+ SLM:Measurement records.
 
My gut feeling is to 
just archive off all of the records that are closed and refer the reporting 
people to that table when they want to run reports; however, I have not yet 
investigated the ramifications of doing this.
 
Has anyone 
else?  
 
William Rentfrow 
Principal Consultant, StrataCom 
Inc.
wrentf...@stratacominc.com
701-306-6157 C
952-432-0227 
O
 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
  

Re: Import Tool questions?

[Phil Murnane]

David:

I've never had a problem with handling special characters with the Import Tool 
in over ten years of Remedy work.  Now if you want to talk about _producing_ 
properly formatted CSV (or what was known years ago as SDF, standard data 
format), then I could provide a few examples.

What behavior are you seeing?

HTH,
--Phil





From: "Barber, David" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 10, 2008 8:37:52 AM
Subject: Import Tool questions?

** Import Tool questions? 
All, 
Got a little question on the Import Tool - version 7.0.1 against a v7 Solaris 
server, with an Oracle backend. 
I'm sure there are a few characters that, for whatever reason, the import tool 
doesn't like - be it #, _ or some others.  Has anyone else experienced 
something similar with the tool?  This is from CSV uploads.
Regards 
Dave Barber 
This e-mail has been scanned for viruses by the Cable & Wireless e-mail 
security system - powered by MessageLabs. For more information on a proactive 
managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ 

The information contained in this e-mail is confidential and may also be 
subject to legal privilege. It is intended only for the recipient(s) named 
above. If you are not named above as a recipient, you must not read, copy, 
disclose, forward or otherwise use the information contained in this email. If 
you have received this e-mail in error, please notify the sender (whose contact 
details are above) immediately by reply e-mail and delete the message and any 
attachments without retaining any copies.

Cable and Wireless plc 
Registered in England and Wales.Company Number 238525 
Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
  

Re: ITSM logging = timeout problem

[Phil Murnane]

Dylan:

Maybe FD stands for File Descriptor?  Don't know if that's helpful, but ...

Anyway, the last time I worked with SLM, around July of this year, there were 
some hotfixes you had to request directly from BMC support.  They might be 
available as patches now, but it might not hurt to open a ticket and see if 
there are any fixes for known problems.

Come to think of it, you might be seeing a User Tool bug, so you may want to 
see if there's a newer patch available.

HTH,
--Phil



- Original Message 
From: "Wheeler, Dylan" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, December 8, 2008 6:14:47 PM
Subject: Re: ITSM logging = timeout problem

Thanks Rosemary, I'll give it a shot.

Our Data Sources had a different field set then the Submit Date so I  
set it to that to try out.

Our Business Entity was already set correctly. We're available 6am-6pm  
M-F so they had it setup weekly with those times to start. We'll see  
if it helps at all :)

Still worried about the 2.5M errors in 10 minutes though heh

Dylan

Quoting Rosemary <[EMAIL PROTECTED]>:

> Hi Dylan,
>
> I had a similar issue where the problem ended up being caused by dodgy SLM
> configuration:
>
> A combination of two things - one was I had specified the wrong type of
> field in the "Start Time for Request-Based SVTs" in HPD:Help Desk SLM Data
> Sources. I cleared the value and let it choose the default Start Time
> (submit date).
>
> The second part of the issue was that I had a dodgy Business Entity
> configured for 24x7 support. I had to change it from a Daily recurrence type
> to a Weekly recurrence type and select all the days of the week.
>
> Hope this helps,
> Rosemary
>
> On 12/9/08, Wheeler, Dylan <[EMAIL PROTECTED]> wrote:
>>
>> Hi Rosemary,
>> Yes we have 5 Service Targets attaching to a new incident.
>>
>> Quoting Rosemary <[EMAIL PROTECTED]>:
>>
>> Not sure about the error log, but do you have any Service Targets attaching
>>> to these Incidents?
>>>
>>>
>>> On 12/9/08, Wheeler, Dylan <[EMAIL PROTECTED]> wrote:
>>>

 I'm having a problem with ITSM 7 and submitting incidents while I try and
 log.
 I submit an incident in the WUT and it goes through fine, bit slow but
 it's
 my dev system and it's not the best of boxes.
 I turn on AL and filter logs in the WUT and try to submit another ticket
 and it times out.
 I have checked the server after and notice that my plugin and arserver
 process are running at about 50% each, taking up 90-100% of the processor
 time for a long time after the submission. So I did some logging and in
 10
 minutes I got about 2.5 million of the following error in the log.


 >>> 00>   DEBUG TCPSV Got a Bad FD !! 3084

 I'm not sure what's causing the error. Anyone run into this before or
 have
 a clue where to start looking?

 Dylan
 Pacific Life



 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"


>>>
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>>>
>>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"



  

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Uregnt Query on web service

[Phil Murnane]

Manish:

It sounds like you could use Filters that fire on Submit/Modify to push the 
Remedy data to the B2B application using a Set Fields (Web Service) action, and 
you should be able to use the same idea, only applied to the B2B application, 
to have it push data into the Remedy web service.  If the B2B application can't 
do that for some reason, you could use a Remedy escalation to periodically pull 
updated data from the B2B web service.

See the BMC Remedy Action Request System "Integrating..." documentation for 
exact details.

HTH,
--Phil





From: Manish SINGLA <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, December 4, 2008 11:49:59 PM
Subject: Uregnt Query on web service

**
  
Hello  All,

I need to do an 
integration of Remedy with B2B(EAI), Now there are two things that can happen 
between Remedy and B2B i.e.
1. B2B needs to push data to Remedy through a web 
service
2. Remedy needs to pust data to B2B through a web 
service

Solution in hand:
1. B2B needs to push data to Remedy through 
a web service: Seems ok because B2B(EAI) can call the webservice of remedy and 
push data to Remedy.
2. Remedy needs to pust data to B2B through a web 
service: I can create a web service, which can give data for a 
qualification.
But this is not THE 
Task. But the task is to hand over updated ticket to 
B2B(EAI).
For 
which there are two needs: (That I couldn't answer yet, need your immediate 
help 
on same)
1. To have a triggering 
event that enables web service sending data on ticket 
update/create.
2. A service that 
can call B2B(EAI) Web service to push data on B2B(EAI).

I hope it 
clearifies the need.

Thanks for prompt 
reply.
Regards
Manish
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___ 




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: API to Create Remedy Objects

[Phil Murnane]

Frank:

In my case, I need to add the same set of fields to all non-audit regular 
forms, which would be rather tedious via the Admin Tool in a fully loaded ITSM7 
server. :)  I've also used Java API to add many forms to a single Filter or 
Active Link, to set Auditing up a certain way on many forms (& on many 
fields).  Basically it's handy whenever you want to do the same thing over & 
over.

FWIW,
--Phil





From: Frank Caruso <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 10:44:18 AM
Subject: API to Create Remedy Objects

** I've been wondering, based on an earlier post, why you would used the Remedy 
API to create Remedy objects such as forms, fields, alinks, etc?

Maybe some users could share me what they have built using the API in this 
manner.

Thank you

Frank



__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Resolved: Java API Question

[Phil Murnane]

Thanks, everyone, for your suggestions.  I think I'll go with trapping the 
error off a getField() call.

Thanks Again,
--Phil



- Original Message 
From: LJ Longwing <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 10:54:27 AM
Subject: Re: Java API Question

If you would like to get a list of existing Field ID's on a form you want to
look to your ARServerUser object and use the method getListField.  You would
want to use the form and the constant Constants.AR_FIELD_TYPE_ALL leaving
the 3rd parameter either non existent, or set it to 0 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Phil Murnane
Sent: Monday, November 24, 2008 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Java API Question

I'm using the 7.1 Java API to create a new field on a form.  Be
All:

I'm using the 7.1 Java API to create a new field on a form.  Before creating
the field, I'd like to make sure a field with the same Field ID does not
already exist.  I found the isPresent() method of the Field object in the
javadocs, but since a generic Field cannot be instantiated (must use
CharacterField or IntegerField, etc), how do I use isPresent() to check for
any type existing field with a given Field ID?  Do I have to first check for
an AttachmentField, then check for an AttachmentPoolField, then check for a
CharacterField, etc?

Sorry if this is a dumb question -- I'm new at this OO programming stuff.

TIA,
--Phil


      


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:
www.rmsportal.com ARSlist: "Where the Answers Are"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"





___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Java API Question

[Phil Murnane]

I'm using the 7.1 Java API to create a new field on a form.  Be
All:

I'm using the 7.1 Java API to create a new field on a form.  Before creating 
the field, I'd like to make sure a field with the same Field ID does not 
already exist.  I found the isPresent() method of the Field object in the 
javadocs, but since a generic Field cannot be instantiated (must use 
CharacterField or IntegerField, etc), how do I use isPresent() to check for any 
type existing field with a given Field ID?  Do I have to first check for an 
AttachmentField, then check for an AttachmentPoolField, then check for a 
CharacterField, etc?

Sorry if this is a dumb question -- I'm new at this OO programming stuff.

TIA,
--Phil




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: employee setup form best practices?

[Phil Murnane]

Brien:

You're right in that a Change Field action cannot make a field become 
Required.  I think the "no Active Link Guides in Mid-Tier" is an old 
limitation, though; and shouldn't affect you with ARS 7.1.

It sounds like maybe you're mixing a couple of different topics:

1. Data Integrity -- many people find it's best practice to use only Filters 
for data integrity checking.  That being said, there is some benefit to doing 
basic checking in Active Links when your application will be run through a 
browser, in that the end user will see better performance.  Active Links can 
also make the uesr experience better by providing visual clues (eg, in the case 
of multiple validation failures, changing all failed fields to red labels).  
Filters will always enforce data integrity rules regardless of what kind of 
client is talking to ARS (not all clients understand Active Links).  Setting 
fields as Required is a nice convenience, but I've worked on applications where 
the development guidelines state not to use the Required attribute in order to 
prevent failed DSO transfers or for other considerations.

2. Presentation -- I'd suggest a more modular approach to your application.  
Regardless of whether the end user is entering a new employee or updating an 
old one, all the same rules generally apply.  So why not use the same screen 
(form/view) for data gathering regardless of the operation being performed?  
Most data entry screens are accessed from a control panel of some sort, so have 
the end user choose new/edit from the control panel; then the system will 
present the data entry screen, which always looks the same.  The basic idea is 
to separate the control panel type of functions from the data entry functions.  
Alternatively you could have two different forms ("New Employee" & "Update 
Employee"), but that increases complexity of the application and can lead to an 
overall increase in cost of ownership (maintenance, performance, etc).  Yet 
another approach can be used when the data entry screens start getting too 
complex/crowded, and that is to
 use dialogs to build "wizard" type functionality into the application -- BMC 
uses this approach extensively in their complex ITSM forms.

Just Some Thoughts,
--Phil (another Arizonan)





From: Brien Dieterle <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, November 19, 2008 2:44:22 PM
Subject: employee setup form best practices?

** I'm building a custom form to handle changes for new/existing employees-- 
things like account creation, email setup, shared group folder permissions, new 
computer setup, office phone setup, furniture and even name changes.  I am 
duplicating an existing form from a different system that did all of this on 
one form using dynamic html to hide and show fields as selections are made.

I was wondering if anyone had any suggestions as to how to handle a big form 
like this, or if this is the wrong approach entirely (should it be split up 
into smaller forms?).   My first problem is that the form starts with a basic 
information gathering:

Select employee type:  New or Existing.

Now, depending on what you select there are different fields available to fill 
out (by hiding/showing different page holder tabs).  The pain comes when 
certain fields are required only when a certain choice is made.  (If you select 
"New", well, you better provide a first and last name, right?)  It doesn't seem 
like you can change a field to be required on-the-fly using "change fields" (is 
that correct?).  So I am left with leaving them blank and using filters to 
check the required fields, or using activelinks to set the unneeded "required" 
field to bogus values like "N/A".

Not a pretty picture.  My gut says when something is difficult it is probably 
wrong.  Active Links Guides look like an idea but this needs to be web-based 
(ALGs don't work on web?).

Thanks for any tips!

ARS 7.1 patch 003
MS-SQL
Tomcat

Brien


__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: ARERR [8961] Required element expected in the input XML document

[Phil Murnane]

Albert:

I agree with Joe, when I've tried to use the default WS that is intalled with 
Incident Management, I've always run into problems.  I usually just create an 
entirely new WS and use that.  One benefit of doing this is that all fields on 
the HPD:IncidentInterface_Create form are exposed in the WS.  One bad thing in 
using this approach is that you'll have to rebuild any Filter actions that use 
Set Fields to the old WS (BMC's tools don't allow you to reload the WSDL 
without losing the existing input & output maps).

FWIW,
--Phil





From: Joe DeSouza <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, November 12, 2008 11:13:02 AM
Subject: Re: ARERR [8961] Required element expected in the input XML document

** 
Albert,

Try recreating the whole mapping or revisit the web service mappings and take a 
look at the properties of each element. They should match the actual data type 
on the form. I think I did have a problem with the original web service that 
came out of the box on a few occasions when I had to use it, and redoing the 
mapping and flushing the mid-tier cache made the problem go away.

Hope this helps..

Cheers

Joe 




From: Albert Bihler <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, November 12, 2008 4:05:22 AM
Subject: ARERR [8961] Required element expected in the input XML document

Hi list,

I have got two ARS servers one with ITSM7 (server A) and one just with ARS 
installed (server B). I am trying to use "HPD_IncidentInterface_WS" web service 
that comes with ITSM 7 to modify existing incident tickets. Therefore I created 
a form on server B that holds the Fields I'd like to passt so server A and a 
filter that uses the HPD_IncidentInterface_WS web service on server B in a set 
field action.

I have mapped every field that has to be providet in the "Input Mapping". In 
the "Output Mapping" I cant map any field to the 
HelpDesk_Modify_ServiceResponse element because of a message stating: "Invalid 
mapping because of incompatible data types. AR Datatype - Character can only be 
mapped to XML Datatype - strin, integer, nonPositiveInteger,... (ARERR 2999)". 
Similar message if I try to map an enum fild. I think this  is because the 
Object Properties dialog box for this element states nothing for "Type".

If I save the filter without the output mapping I get the following message in 
the user tool:
ARERR [8961] Required element expected in the input XML document : 



What I am doing wrong? Creating incident tickets using 
HPD_IncidentInterface_Create_WS web services workes without problems.

Thanks in advance for any hints ans suggestions.

Kind regards,
Albert

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Stop SLM Emails on Dev?

[Phil Murnane]

Christopher:
Thanks for the reply.  That does work, but part of our customer's requirement 
is to do acceptance testing on the new version SLM, so we can't leave all the 
Service Targets disabled.  I'm guessing SLM somehow caches the user's Default 
Notify Mechanism in the records of some form, and this cache is not getting 
updated when we make the changes to the User records -- I just don't know where 
to look for this data.
Thanks Again,
--Phil


- Original Message 
From: strauss <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, June 18, 2008 11:17:54 AM
Subject: Re: Stop SLM Emails on Dev?

I would expect to have to disable all of the Service Targets and rebuild them.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Phil Murnane
Sent: Wednesday, June 18, 2008 1:12 PM
To: arslist@ARSLIST.ORG
Subject: Stop SLM Emails on Dev?

Folks:
When we clone a production server running SLM 7.1.0 patch 1 to our dev server, 
we go through a process where we disable the Email Engine, change all user 
records' Default Notify Mechanism to Alert, and delete any pending AR System 
Email Messages.  All ITSM emails stop being generated except for some SLM 
notification.
Any suggestions about what we can do to stop all the SLM notifications?
Thanks,
--Phil


      

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"





___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Stop SLM Emails on Dev?

[Phil Murnane]

Folks:
When we clone a production server running SLM 7.1.0 patch 1 to our dev server, 
we go through a process where we disable the Email Engine, change all user 
records' Default Notify Mechanism to Alert, and delete any pending AR System 
Email Messages.  All ITSM emails stop being generated except for some SLM 
notification.
Any suggestions about what we can do to stop all the SLM notifications?
Thanks,
--Phil




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: 7.0.1 WUT Against 7.1.0 Server?

[Phil Murnane]

Guillaume:
Thanks!  If you're interested in how our "smoke test" turns out, just ping me 
in a few days. :)
--Phil



- Original Message 
From: Guillaume Rheault <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, June 17, 2008 8:21:03 PM
Subject: Re: 7.0.1 WUT Against 7.1.0 Server?

** 
So far I have witnessed no problems.

In our case, we have a mix of 7.0.1 patch 6 and 7.1 patch 3 user tools against 
a 7.1 patch 3 QA server, with ITSM 7. I am doing some more testing before 
upgrading the production server to 7.1 patch 3 and asking the users to upgrade 
their user tools to 7.1 patch 3. In our case, it is only a limited number of 
users that have the user tool, most use the mid-tier, so upgrading these users 
should not be a problem if the need arises

Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Phil Murnane
Sent: Tue 06/17/08 10:33 PM
To: arslist@ARSLIST.ORG
Subject: 7.0.1 WUT Against 7.1.0 Server?

All:
Has anyone had any problems running the 7.0.1 Windows User Tool against a 7.1.0 
server with ITSM 7?  I have a customer that would like to not lean on their 
end-users too hard to install the new WUT first thing the morning after they 
upgrade.
TIA,
--Phil


 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

7.0.1 WUT Against 7.1.0 Server?

[Phil Murnane]

All:
Has anyone had any problems running the 7.0.1 Windows User Tool against a 7.1.0 
server with ITSM 7?  I have a customer that would like to not lean on their 
end-users too hard to install the new WUT first thing the morning after they 
upgrade.
TIA,
--Phil




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Java question....

[Phil Murnane]

Richard:
The JDK includes the JRE, so just download the JDK 1.5.0_15.
--Phil



- Original Message 
From: Richard Copits <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, June 6, 2008 8:04:43 AM
Subject: Re: Java question

** 
So, from here
 
http://java.sun.com/javase/downloads/index_jdk5.jsp
 
I should be downloading and using JDK 5.0 and JRE 5.0, both at update 15?
Is that correct?
 
 
From:Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of strauss
Sent: Friday, June 06, 2008 10:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Java question
 
** 
The compatibility matrixes always state the base level of java support 
required, followed by the hopeful phrase “or higher.”  When (not if) you 
experience java issues, the first thing support will do is ask you to install 
the version of java that the AR component was actually developed against (in 
the case of ARS 7.1, that is java 1.5).  I find it simpler and vastly more 
stable to do that on day one, and maintain java at that level, ignoring updates.
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From:Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Richard Copits
Sent: Friday, June 06, 2008 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Java question
 
** 
Are these both saying the same thing…. I think I’m more confused….???
 
 
“Your best bet is to load the 1.5.0_14+ JDK on both the mid-tier server (which 
requires it) and the AR Server (which can get by with the JRE) since some of 
the functions that can reside on the AR Server also need the JDK. Avoid 1.6 
unless you take pleasure in obscure java errors.”
 
 
“AR System (Server and Mid-Tier) 7.1.00 requires Java 5.0 or higher.”
 
 


Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 

Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers 
Are" html___




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Definitive Software Library Question

[Phil Murnane]

Brian:
I've had good luck with importing them all at once.  Someone on the list 
mentioned this a few months ago, and I'm thankful they did -- saved me a big 
headache.  The full import takes about two hours (I think) on the VM on my 
notebook PC, so it shouldn't take too long on a production server.
--Phil



- Original Message 
From: "Sokol, Brian" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, June 6, 2008 6:49:33 AM
Subject: Definitive Software Library Question

** 
I just installed ITSM 7.03 on our test server and I am having a problem with 
the DSL. I tried to followed the step in the configuration guide to import the 
data. It says to select only one option at a time in the order presented and 
click Import Data. When I select the first option, Version, and click import 
nothing happens or else it processes very quickly. I then tried Manufacturer 
and it runs briefly. When I try to import File Data my user tool seems to hang. 
I then checked out the knowledgebase on BMC's support site and found an entry 
that confused me more. Here is what it said:
Step 4 on page 388 in chapter 20 of the BMC Remedy IT Service Management 7.0 
Configuration Guide says to
"Select an option for the type of data to import. Select only one option at a 
time, in the following recommended order"
but selecting only one option at a time does not work. 
However, this does work if all options were selected at once. Your user tool 
may appear to "hang"/"lockup" for quite some time, but if you let it go it 
should respond again after some time and the import should complete then. There 
are reports of the user tool being "frozen" for a few hours, but eventually 
everything was imported if they did not disturb/terminate it.
Defect SW00252123 has been submitted for this to find out if this is a 
documentation bug, or a product bug. 


So are they saying that the documentation is wrong? Should I select all the 
options at the same time? Anyone have any experience with this?
Thanks 

Brian Sokol 
Manager, Desktop Services 
Scholastic Inc. 
557 Broadway 
NY, NY 10012 
(212) 343-6494 
http://www.Scholastic.com __Platinum Sponsor: www.rmsportal.com ARSlist: "Where 
the Answers Are" html___




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Cautionary tale? SQL Replication service and Remedy

[Phil Murnane]

Chris:
What kind of "replication" did your DBA set up?  We have a customer looking at 
this type of configuration in order to create a reporting server.  They're 
deciding between either transactional replication with a read-only consumer or 
a mirrored database with snapshots.
BTW, we did some testing a few years ago with SQL Server 2000 and transactional 
replication with read-write consumers, and that failed miserably because SQL 
Server added columns to every table to be replicated, which of cource confused 
arserver.exe terribly.
Thanks,
--Phil



- Original Message 
From: "Moore, Christopher Allen" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, June 5, 2008 9:56:53 PM
Subject: Cautionary tale? SQL Replication service and Remedy

** 
Hey everyone-
 
Has anyone had any experience using the SQL replication ability built into 
2005?  I don’t know much about it- apparently it’s a function which looks at 
transaction logs and uses them to create and maintain a separate instance of a 
DB.  Our DBA was planning to use it to create a separate DB for reporting.
 
He turned it on last Friday and now our database is for all intents and 
purposes unusable and we’re on the verge of restoring from a backup created 
last Thursday and losing a weeks worth of work- salvaging what we can of 
course.  I’m not a DB expert, but the problem seems to be that the replication 
service somehow keeps the schema table from updating correctly, so Remedy is 
looking for tables/views that are either incorrect or don’t exist.  
 
The first manifestation of a problem came Monday when creating a field using 
the class manager.  The change created an error with the message ‘An object 
named H208 already exists on the server’.  The next day when people tried to 
update that CI they got an error that C## was an invalid column name, 
and the number corresponded to the field ID I had tried to create.  We could 
search on the form, but not modify any records.  Looking at the base forms in 
the admin tool revealed that the field was indeed created.  I called BMC 
support at this point (having no idea the replication service could be to 
blame).  There was no table H208, but there was a view H208.
 
He had me delete the pending change and told me to open the forms in the admin 
tool to delete the field.  Trying to do so on the base regular form gave the 
error that I couldn’t delete it because it was referenced by a join form.  
Trying to remove it from the join gave me the same ‘Object named H208 already 
exists on the server’ error.  
 
BMC support seemed stumped.  I made a simple change on a different form on the 
dev system and got a string of warnings along the lines of “Field : Closed 
Date: Creation of one of the SQL views for the form failed within the SQL 
database.”  I then contacted the DBA to ask if his change the previous Friday 
could have possibly done anything and he was sure it could not have.  I tried 
adding a field via the class manager on the dev server to test it and got the 
same error (object H208).  I had the DBA remove the replication and restarted 
the server and tried again- no error.  The replication service somehow screws 
up the database on form changes.
 
Now we knew the cause but the fix was the problem- for several days we had been 
unable to update information in our computer systems form.  Then today it got 
much worse.  A caller had been getting an error when trying to open a form in 
search mode- ARERR300 MALLC error.  A second user reported it so we decided to 
restart the server to free up memory (fortunately it was already after hours).  
Once the server came back up and we logged in we got a new error- the home page 
would load but the application list was empty and we got an error 1900- could 
not set application list.  For the users of the client this wasn’t 
insurmountable- they can use the object list; however 90% of our users only use 
the web, so they get to the home page and are stuck.  
 
Additionally, tickets of a high or critical priority cannot be created as such- 
they much be put in as a 3 or 4 then saved then moved up to a 1 or 2. Also P1 
and P2 tickets cannot be resolved- some of the work we’ve done requires a P2+ 
to be related to a CI on resolution and that no longer works.  
 
I called BMC back and have been getting bounced around the world’s call 
centers.  They’ve requested multiple logs, but I’m not very confident they will 
have a fix.  Tomorrow is going to be pretty exciting…
 
Anyone heard anything about this sort of thing happening with the replication 
service in SQL? 
 
Thanks,
Chris
 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: ARS 7.1 Macro Recording and Reporting Oddity

[Phil Murnane]

MCrawford:
If you want to turn the temporary work-around into a production macro, you can 
edit the macro's .arq file with any text editor that honors unix & 
windows CRLFs.  Just replace the path recorded in the macro with a prompt, such 
as $Path_for_Report$, and replace the file name with $Report_File_Name$.  Your 
prompts might have to be named pretty explicitly, depending on your user 
community (especially regarding including/excluding trailing (back)slashes in 
path names).
HTH,
--Phil
PS: Who says ARS 3.x skills are useless? :-^


- Original Message 
From: MCrawford <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, June 5, 2008 9:25:45 AM
Subject: Re: ARS 7.1 Macro Recording and Reporting Oddity

I turned on Macro logging and it show no obvious errors.  It says that
the amount of results returned was 98, but again when I hit F5 or try
to run a report it only displays ~15 results.  I turned on Macro and
Active Link logging, ran the macro and then hit F5 to change the
results and the log is several pages long.  It will take some time to
go through this to see exactly what is happening.

Misi - I recorded a Macro exactly as you instructed and it worked just
fine, however I need my customers to be able to name and place the
file exported wherever they want.  This is a great temporary work
around, thank you very much.  It appears that this error is only
present when creating a macro to display results.  Any actions taken
on the displayed results causes the query to reset or change somehow.
I don't have access to our SQL server and our Sys Engineer is out
today, so I can't watch SQL just yet.

Thank you both,

MCrawford

On Jun 5, 3:17 am, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
> Hi,
>
> Try turning on all kinds of logging on the client to see what happens.
>
> Maybe you have som active link that modifies the search criteria?
>
> When I do something like this, I typically do it in a single step.
>
> 1. Open form in search mode and press cntrl-e to clear everything
> 2. Fill in your query in the advanced search
> 3. Turn on macro recording
> 4. Choose Tools -> Reporting
> 5. Choose/define your report layout
> 6. Report -> Export -> To File
> 7. Save your macro
>
> I do not know if this will help you...
>
>         Best Regards - Misi, RRR AB,http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> * RRR|Translator - Manage and automate your language translations.
> Find these products, and many free tools and utilities, athttp://rrr.se.
>
>
>
>
>
> > Greetings,
>
> > I have run across something rather strange in regards to recording
> > macros and exporting the data returned to csv.  When I record a macro
> > for an incident query/search it returns the correct results, however
> > when I export the data to .csv it is only exporting a fraction of the
> > items shown in the results window.  Furthermore, when I run these
> > macros  as said before the correct results are returned, but when I
> > press F5 to refresh the results it shows those 'fractions of the
> > results' that are being reported.  It's difficult to explain, but I
> > will walk you through my process.
>
> > To create these macros I do the following:
> > 1. Open Incident in Search mode.
> > 2. Click the macro record button.
> > 3. Click 'Advanced' button to display advanced search bar.
> > 4. Paste a query into the Advanced search bar: 'Submit Date' >  ( $DATE
> > $ -  ( 60 * 60 * 24 * 1 )  )  AND 'Status*' < "Resolved" AND
> > '26001' = "NYA"
>
> > 5. Click the 'Search' Button and the results appear (in this example ~
> > 125 results)
> > 6. Click the macro save button, and name the macro.
>
> > To run the Macro:
> > 1. Click the macro name from the drop down list.
>
> > This displays the same ~125 results.  However, when I select all 125
> > items, and export the items to a .csv file it only shows ~15 results.
> > I go back to the macro results and run them again, same ~125 results.
> > This time I hit the F5 key and the results drop down to ~15.  This is
> > very very strange.
>
> > I tried the query manually, and it returns ~125 results.  Then I hit
> > F5 and the results stay the same, and I can report on the entire
> > list.  What am I doing wrong?  I can create a video of this if needed.
>
> > ___­
> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are"
>
> > --
> > This message was scanned by ESVA and is believed to be clean.
>
> ___­
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are"- Hide 
> quoted text -
>
> - Show quoted text -

__

Re: AIE 7.1 Get Results Stuck

[Phil Murnane]

Brian:
I've seen that happen in the past.  Restarting the AIE service on the server 
seemed to solve the problem for me.  In fact, we had a reproducible situation 
where the AIE service was set to automatically start on Windows, and it would; 
but no matter what, clients couldn't talk to the service unless it was 
restarted after the server booted.  That was AIE 7.x with ARS 7.1.0 patch 1 on 
Windows Server 2003, and a remote SQL 2005 database.  The workaround that 
customer used was to schedule a task to load the service about 5 minutes after 
boot.
HTH,
--Phil



- Original Message 
From: Brian Gillock <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, May 29, 2008 4:41:48 PM
Subject: AIE 7.1 Get Results Stuck

** 
Hey Listers,
    I have several Data Exchanges that seem “stuck”.  I ran the 
Verify and now they report on “EIE is busy verifying this dataexchange.”  The 
button stays on Get Result too.  I have restarted both the AIE and the ARS.  
Even bounced the box.  I started to trace the workflow, but I don’t have the 
luxury of that time right now.  I’m hoping someone else has run into this issue 
and knows.  I can find nothing in the docs either.
 
Windows Server 2003
SQL Server 2005
ARS 7.1 patch 2
AIE 7.1 patch 2
 
Thanks!
Brian
 
 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Application-Delete-Query-Entry gives errors

[Phil Murnane]

In circumstances like this, I've always put the escalation on the Group form, 
with a qualification of Group ID = 0 ("Public").  Since the form name in the 
Run Process is decoupled from the form the escalation is attached to, this 
works.  It has another benefit in that the Group form has few records, and is 
usually pinned in memory in the database, so the query is low cost.
FWIW,
--Phil
PS: I have no idea why the error messages would appear on some servers and not 
on others. :/


- Original Message 
From: Craig Carter <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, May 29, 2008 1:44:46 PM
Subject: Re: Application-Delete-Query-Entry gives errors

** 
Absolutely it would be more efficient and I agree that is preferred—the trick 
is to figure out a way to simply call it once versus for every record in the 
table.  As mentioned previously, you could enable your escalation against a one 
record table used specifically to issue single commands like this against other 
tables but there should be a way to handle this within the same table.
 
It is interesting that it appears to work on all of your other servers though 
without any problem so perhaps there is something set up to handle this 
situation?
 
Craig Carter
Software Engineer, RSP
 



From:Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Rick Cook
Sent: Thursday, May 29, 2008 2:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Delete-Query-Entry gives errors
 
** As I understand it, using the call I'm using, 
(Application-Query-Delete-Entry)is more efficient for multiple deletes than 
Application-Delete-Entry.  I haven't tested that, but it seems to make sense.  
It is like deleting a list of entries on your screen at once instead of one at 
a time.  At very least, it should cut out the GLE call to refresh the entry 
list after each delete.

Rick
On Thu, May 29, 2008 at 1:19 PM, Craig Carter <[EMAIL PROTECTED]> wrote:
** 
True—but as Fred mentioned, you are calling the full delete for every record.  
If you put the qualification in the Run If and delete them using request id and 
Application-Delete-Entry, it may solve your problem.
 
Craig Carter
Software Engineer, RSP
 



From:Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Thursday, May 29, 2008 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Delete-Query-Entry gives errors
 
** No, that's on Application-Delete-Entry.  The syntax for 
Application-Query-Delete-Entryis Application-Query-Delete-Entry "" 
.

Rick
On Thu, May 29, 2008 at 12:57 PM, Craig Carter <[EMAIL PROTECTED]> wrote:
** 
I believe you have to use the Request ID field with this command.  Since you 
are not providing that, you get the entry error.
 
Craig Carter
Software Engineer, RSP
 



From:Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Thursday, May 29, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Application-Delete-Query-Entry gives errors
 
** We are running an escalation nightly that runs this command:  
Application-Query-Delete-Entry "SHR:TmpMessages" (( 'Status' = "Sent") AND ( 
'Send Time' !=  $NULL$ )).  The effect is to clear a form that contains records 
accumulated during the day, but which are no longer needed.


Running this creates thousands of entries in the arerror.log file (roughly, but 
not exactly, equivalent to the number of records in the form) that say this:  
Thu May 29 10:31:45 2008  390603 : Entry does not exist in database (ARERR 302).

There are no errors that show up in the api or sql logs, and the records DO get 
deleted.  Any idea why these errors appear?  I'm kinda stumped as to where else 
to look for a cause.

Rick
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Errors when trying to Use the CI Relationship Viewer

[Phil Murnane]

Howard:

The only guess I have is that perhaps the tomcat 4.1 instance is trying to 
handle some of the mid-tier code.  Since the mid-tier needs a minimum tomcat 
version of 5.0, I don't think this would work.  Frankly my confidence is not 
high that this is your problem, but it's the only thing that occurs to me.

FWIW,
--Phil


- Original Message 
From: Howard Richter <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, May 14, 2008 11:26:29 AM
Subject: Re: Errors when trying to Use the CI Relationship Viewer

** 
IPhil,
 
 have 5.5 installed, but the mid-tier is talking to a 4.1 install I have as 
well.
 
hbr


On Wed, May 14, 2008 at 1:26 PM, Phil Murnane <[EMAIL PROTECTED]> wrote:

** 
Howard:

What version of Apache httpd and tomcat are you running?

--Phil


- Original Message 
From: Howard Richter <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, May 14, 2008 9:59:11 AM
Subject: Errors when trying to Use the CI Relationship Viewer

** 
When I open the CI Relationship View from the CMDB console, I get the error 
below. I have checked the mid-tier (running version 7.0.01) and Data 
Visuatization Module is on. 
 
Everything else appears to be working (Change Calandar for example).
 
What am I missing (and Axton or Matt be nice).
 
As always thanks,
 
Howard
 
 
 
HTTP Status 500 - 

type Exception report
message 
description The server encountered an internal error () that prevented it from 
fulfilling this request.
exception 
javax.servlet.ServletException: Servlet execution threw an exception
 at 
org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:222)
 at 
org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:146)
 at 
org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:209)
 at 
org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:596)
 at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:433)
 at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:948)
 at 
org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:144)
 at 
org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:596)
 at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:433)
 at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:948)
 at org.apache.catalina.core.StandardContext.invoke(StandardContext.java:2358)
 at 
org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:133)
 at 
org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:596)
 at 
org.apache.catalina.valves.ErrorDispatcherValve.invoke(ErrorDispatcherValve.java:118)
 at 
org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:594)
 at 
org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:116)
 at 
org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:594)
 at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:433)
 at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:948)
 at 
org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:127)
 at 
org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:596)
 at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:433)
 at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:948)
 at org.apache.coyote.tomcat4.CoyoteAdapter.service(CoyoteAdapter.java:152)
 at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:799)
 at 
org.apache.coyote.http11.Http11Protocol$Http11ConnectionHandler.processConnection(Http11Protocol.java:705)
 at org.apache.tomcat.util.net.TcpWorkerThread.runIt(PoolTcpEndpoint.java:577)
 at 
org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:683)
 at java.lang.Thread.run(Thread.java:534)

root cause 
java.lang.UnsupportedClassVersionError: com/bmc/cmdb/viewer/CiViewerMain 
(Unsupported major.minor version 49.0)
 at java.lang.ClassLoader.defineClass0(Native Method)
 at java.lang.ClassLoader.defineClass(ClassLoader.java:539)
 at java.security.SecureClassLoader.defineClass(SecureClassLoader.java:123)
 at java.net.URLClassLoader.defineClass(URLClassLoader.java:251)
 at java.net.URLClassLoader.access$100(URLClassLoader.java:55)
 at java.net.URLClassLoader$1.run(URLClassLoader.java:194)
 at java.security.AccessController.doPrivileged(Native Method)
 at java.net.URLClassLoader.findClass(URLClassLoader.java:187)
 at java.lang.ClassLoader.loadClass(ClassLoader.java:289)
 at java.lang.ClassLoader.loadCla

Re: Errors when trying to Use the CI Relationship Viewer

[Phil Murnane]

Howard:

What version of Apache httpd and tomcat are you running?

--Phil


- Original Message 
From: Howard Richter <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, May 14, 2008 9:59:11 AM
Subject: Errors when trying to Use the CI Relationship Viewer

** 
When I open the CI Relationship View from the CMDB console, I get the error 
below. I have checked the mid-tier (running version 7.0.01) and Data 
Visuatization Module is on. 
 
Everything else appears to be working (Change Calandar for example).
 
What am I missing (and Axton or Matt be nice).
 
As always thanks,
 
Howard
 
 
 
HTTP Status 500 - 

type Exception report
message 
description The server encountered an internal error () that prevented it from 
fulfilling this request.
exception 
javax.servlet.ServletException: Servlet execution threw an exception
 at 
org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:222)
 at 
org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:146)
 at 
org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:209)
 at 
org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:596)
 at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:433)
 at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:948)
 at 
org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:144)
 at 
org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:596)
 at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:433)
 at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:948)
 at org.apache.catalina.core.StandardContext.invoke(StandardContext.java:2358)
 at 
org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:133)
 at 
org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:596)
 at 
org.apache.catalina.valves.ErrorDispatcherValve.invoke(ErrorDispatcherValve.java:118)
 at 
org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:594)
 at 
org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:116)
 at 
org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:594)
 at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:433)
 at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:948)
 at 
org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:127)
 at 
org.apache.catalina.core.StandardPipeline$StandardPipelineValveContext.invokeNext(StandardPipeline.java:596)
 at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:433)
 at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:948)
 at org.apache.coyote.tomcat4.CoyoteAdapter.service(CoyoteAdapter.java:152)
 at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:799)
 at 
org.apache.coyote.http11.Http11Protocol$Http11ConnectionHandler.processConnection(Http11Protocol.java:705)
 at org.apache.tomcat.util.net.TcpWorkerThread.runIt(PoolTcpEndpoint.java:577)
 at 
org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:683)
 at java.lang.Thread.run(Thread.java:534)

root cause 
java.lang.UnsupportedClassVersionError: com/bmc/cmdb/viewer/CiViewerMain 
(Unsupported major.minor version 49.0)
 at java.lang.ClassLoader.defineClass0(Native Method)
 at java.lang.ClassLoader.defineClass(ClassLoader.java:539)
 at java.security.SecureClassLoader.defineClass(SecureClassLoader.java:123)
 at java.net.URLClassLoader.defineClass(URLClassLoader.java:251)
 at java.net.URLClassLoader.access$100(URLClassLoader.java:55)
 at java.net.URLClassLoader$1.run(URLClassLoader.java:194)
 at java.security.AccessController.doPrivileged(Native Method)
 at java.net.URLClassLoader.findClass(URLClassLoader.java:187)
 at java.lang.ClassLoader.loadClass(ClassLoader.java:289)
 at java.lang.ClassLoader.loadClass(ClassLoader.java:235)
 at 
com.remedy.arsys.plugincontainer.impl.PluginFactory$PluginInfo.getPlugin(Unknown
 Source)
 at com.remedy.arsys.plugincontainer.impl.PluginFactory.getInstance(Unknown 
Source)
 at com.remedy.arsys.plugincontainer.impl.PluginContextImpl.(Unknown 
Source)
 at com.remedy.arsys.plugincontainer.impl.PluginContainer.setupEnv(Unknown 
Source)
 at com.remedy.arsys.plugincontainer.impl.PluginContainer.doRequest(Unknown 
Source)
 at com.remedy.arsys.stubs.GoatHttpServlet.postInternal(Unknown Source)
 at com.remedy.arsys.stubs.GoatHttpServlet.doPost(Unknown Source)
 at javax.servlet.http.HttpServlet.service(HttpServlet.java:716)
 at javax.servlet.http.HttpServlet.service(HttpServlet.java:809)
 at 
org.apache.catalina.core.ApplicationFilterChain.interna

Re: Import into HPD:HelpDesk ARS 6.3

[Phil Murnane]

Jamie:

What version of Help Desk are you on?

Thanks,
--Phil


- Original Message 
From: "Heinzel, Jamie" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, May 13, 2008 10:01:18 AM
Subject: Import into HPD:HelpDesk ARS 6.3

**  
I’m looking for some assistance in importing from a
csv into HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn’t seem that the
tickets are showing up in Remedy User. They show up if I do a search for open
tickets, but they aren’t showing up in the support console for some
reason.
 
I can provide any additional information that is needed to
help out.
 
If someone has done this before or if someone can point me
in the right direction it would be great.
 
Thanks in advance,
 
Jamie


 This communication may contain confidential Protected Health Information. This 
information is intended only for the use of the individual or entity to which 
it is addressed. The authorized recipient of this information is prohibited 
from disclosing this information to any other party unless required to do so by 
law or regulation and is required to destroy the information after its stated 
need has been fulfilled.

If you are not the intended recipient, you are hereby notified that any 
disclosure, copying, distribution, or action taken in reliance on the contents 
of these documents is strictly prohibited by federal law. If you have received 
this information in error, please notify the sender immediately and arrange for 
the return or destruction of these documents.


__
This email has been scanned by VCPI Managed Email Content Services, powered by 
MessageLabs technology.
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: ITSM 7, CMDB CI and Product Definitions

[Phil Murnane]

Kevin:

I'm not sure if you're just being sardonic, but in case you're not; light bulbs 
would be bulk assets (as would any item that has no distinguishing attributes 
within its class).

--Phil


- Original Message 
From: Kevin Pulsen <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, May 13, 2008 9:16:26 AM
Subject: Re: ITSM 7, CMDB CI and Product Definitions

** 
Well,

I find it very disturbing from what Shawn stated - "Part of the problem is that 
there are no good answers to your questions"

If the CMDB is really suppose to be the center of the Universe for ITSM, as it 
shows so well in the BMC literature, how can there be no real good answers?

And if ITSM is suppose to be heavily ITIL influenced, how can any company use 
ITSM and state ITIL is not for me? Isn't that an Oxymoron? You really can't 
play a game with 15 rules, turn around and state there are no rules. Yes, ITIL 
is a framework (Pick and choose what you will), however without a foundation, 
it will collapse.

Fine, I'll just turn up the heavy metal music and make my best guess where 
light bulbs fit into a CI when creating my product categories because not 
everything is a computer.

Thanks,

Kevin P.



** 
Kevin:
 
This situation is not a ploy to sell services.  In its simplest form, the 
fact is that ITIL adoption is a complex endeavor, and if your organization is 
not willing to front-load their effort, then ITIL adoption may not be for them. 
 
Everything that Chris mentioned is important.  Beyond what Chris wrote, it's 
necessary to understand the thought processes that lead him to write what he 
did.
 
If your concern is future usability, then it is necessary to make your very 
best effort to anticipate what the future needs will be.  Only after this 
process is grossly conlcluded can the CMDB be configured to meet the need.  
Along with this concept, understand that the expected need will never exactly 
match the actual future need, and so all you can do is make your best 
effort.
 
Just like CQI, ITIL is a journey, not a destination.
 
Less philosophically, my strongest recommendation to a customer is to not add 
any new attributes or classes unless there is a demonstrable business need for 
the new class/attribute.  In my experience, customers are often suprised how 
many CIs can be tracked using simply the BaseElement class.  My personal #1 
rule 
of CMDB: unless there is a business need to consume the data, do not store the 
data in the CMDB.  This rule extends to the Product Catalog, in that if there 
is 
no need to consume the data, then there is no need to categorize the data.
 
Also, as Shawn mentioned, if you're using BMC's AM module, you have many 
restrictions in the day-to-day use of your data, so some of these questions, 
when pursued to their logical conclusion, will lead you to "it doesn't 
matter."
 
Just My $0.02,
--Phil



 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
  

Re: ITSM 7, CMDB CI and Product Definitions

[Phil Murnane]

Kevin:
This situation is not a ploy to sell services.  In its simplest form, the fact 
is that ITIL adoption is a complex endeavor, and if your organization is not 
willing to front-load their effort, then ITIL adoption may not be for them.  
Everything that Chris mentioned is important.  Beyond what Chris wrote, it's 
necessary to understand the thought processes that lead him to write what he 
did.
If your concern is future usability, then it is necessary to make your very 
best effort to anticipate what the future needs will be.  Only after this 
process is grossly conlcluded can the CMDB be configured to meet the need.  
Along with this concept, understand that the expected need will never exactly 
match the actual future need, and so all you can do is make your best effort.
Just like CQI, ITIL is a journey, not a destination.
Less philosophically, my strongest recommendation to a customer is to not add 
any new attributes or classes unless there is a demonstrable business need for 
the new class/attribute.  In my experience, customers are often suprised how 
many CIs can be tracked using simply the BaseElement class.  My personal #1 
rule of CMDB: unless there is a business need to consume the data, do not store 
the data in the CMDB.  This rule extends to the Product Catalog, in that if 
there is no need to consume the data, then there is no need to categorize the 
data.
Also, as Shawn mentioned, if you're using BMC's AM module, you have many 
restrictions in the day-to-day use of your data, so some of these questions, 
when pursued to their logical conclusion, will lead you to "it doesn't matter."
Just My $0.02,
--Phil



- Original Message 
From: Kevin Pulsen <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, May 13, 2008 6:35:07 AM
Subject: Re: ITSM 7, CMDB CI and Product Definitions

** 
Thank you Shawn for your reply.

My concern is, and this is what I have heard from BMC, when designing your 
Product categories, you need to think ahead to the design of the CMDB as well. 
It's all interrelated and affects reporting, trending analysis etc.

I find it very difficult to design my Product categories and place all of the 
Non-Asset items in an 'OTHER' category, only to find out 2 years down the road 
our CMDB is messed up and mostly useless.

Was this information from BMC a ploy to sell more Professional Services?

I just hope to look enough ahead of the road to see the brick wall coming at 
me, that's all.

Thanks again,

Kevin P.



** 
Part of the problem is that there are no good answers to your questions.  By 
default, we put things in the BMC_ComputerSystem class, unless it fits in 
somewhere else.  So a Blackberry technically is a computer, just a tiny one.  
So is a calculator.  
 
Stuff that doesn’t have a class and isn’t anything remotely close to being a 
computer goes in as “equipment”.
 
I’m wary of creating new classes unless there is a demonstrable need for it 
that is so strong we can’t live without it.  My users already hate that they 
have nothing in Asset Management to be able to search across the different 
classes (e.g. how do you find, in ITSM, all Assets located on the third floor 
of a certain building?  The data exists, but there is no screen for users to 
pull that type of information.)  New classes make the system harder to use.  In 
fact, rather than creating a bunch of new classes, we’ve hidden some of the OOB 
classes to make the system easier to navigate.
 
Shawn Pierson 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Changing a Field to Required

[Phil Murnane]

Louis:
I had a customer request the same customization.  We built it using a couple of 
filters that counted the number of related Work Info's when the status was 
changed to Closed.  If the count was zero, then we presented an error message.
HTH,
--Phil


- Original Message 
From: Louis Cobuccio <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, May 7, 2008 10:16:45 AM
Subject: Changing a Field to Required

Good Afternoon List,

I've been asked to make a "Work Info" entry required when a Change
Ticket has 
been moved to a status of Completed.  I thought it might be easiest to 
make the z1D_Summary required on the Dialog View - Close view.  But it
seem 
that the Field Change Function doesn't allow for making a field
required, 
just visable and font changes seem to be the only changes allowed.

I also tried creating a simple error message active link but it is
firing 
after all the "Completed" workflow function fires.  The error messages 
comes up but ticket shows Completed even though no entry was made.

Any thoughts would be great.

We run AR applications and System v 7.0.01 patch 006, all on Windows
2003 
Servers and MS SQL 2005.

Thank you

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"



  

Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Adjusting Menu Access with Workflow?

[Phil Murnane]

SSgt McManus:

I'm not sure if this is possible, but it wouldn't hurt to verify that the users 
who can see the Modify All option haven't customized the views on their 
workstations.  To do this, delete all *.arv and *.arf files on the PC's Remedy 
User cache folder.

--Phil

Phil Murnane
Software Engineer, Allegiant Technology
Email: [EMAIL PROTECTED]
Office: 928-445-5574

- Original Message 
From: Scott Parrish <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, May 2, 2008 9:36:13 AM
Subject: Re: Adjusting Menu Access with Workflow?

**   

Michael,
 Make sure that all views of the form have
the Modify All unchecked.
   
 Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 
 

From: Action RequestSystem discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ]On Behalf Of McManus Michael ASSgt HQ 754 ELSG/DOMH
Sent: Friday, May 02, 2008 12:33PM
To: arslist@ARSLIST.ORG
Subject: Adjusting Menu Accesswith Workflow?
 
  
 Listers,

On our Incident form, we apparently have some users with access to the Modify
All command through the Actions Menu.  If I go to the view properties on
the Incident form, on the menu access tab, Modify All is unchecked.  Is
there a way to override that setting with workflow in some way? I can’t
imagine another way for an analyst to access that.  (Delete is also
checked in the menu access tab but only Administrators have access to the
Delete function).
   
 ARS 5.1.2
 SQL 2K
 Server 2003
   
 Thanks much,
   
 Michael A. McManus, SSgt, USAF
 Remedy Developer
 HQ 754 ELSG/DOMH
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html_Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___





  

Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Modifying login.jsp - what application to use?

[Phil Murnane]

Greg:

I personally use TextPad (http://www.textpad.com/).

--Phil



- Original Message 
From: "Hale, Greg" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, April 29, 2008 12:01:51 PM
Subject: Modifying login.jsp - what application to use?

** 
Running ARS 6.3 Patch 20 with HelpDesk 6 on Solaris 10 with remote oracle 10gr2 
database.  Running Mid-Tier 6.3 patch 23 on Windows 2003 server with IIS6.
 
We are looking to make some changes to login.jsp, logout.jsp, etc...in order to 
add some corporate branding to our Mid-Tier.  For those that are editing 
login.jsp and such, what application are you using?
 
At a previous location and with a previous version(may have been ARWeb) we used 
Front Page.  We have Adobe Go Live here, but can't see to get it to work with 
the .jsp files.
 
Any recommendations?
 
Thanks,
 
Greg
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___


  

Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Need help for setting a value to a field if anybody appends some text to the predefined summary

[Phil Murnane]

You could try this:
1. When a selection is made from the menu on the Summary field, copy the 
selected value to a hidden display-only character field (eg, 'Summary Copy').
2. When the focus leaves the Summary field, use the STRSTR function to see if 
the Summary Copy value appears in the Summary field value.
3. Set the PreDefSummaryChk field based on the results of the STRSTR function 
check.
HTH,
--Phil


- Original Message 
From: Sreelakshmi_V <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, April 24, 2008 5:41:43 AM
Subject: FW: Need help for setting a value to a field if anybody appends some 
text to the predefined summary

** 
Hi,
 
We have a menu called "Summary" to which the values are coming from 
SHR:Template.we have another field called PreDefSummaryChk.If anybody selects 
predefinedsummary from Summary field and appends some text to that in the 
Summary field we need to set PreDefSummaryChk to Yes.
Ex:While entering ticket for Lotus  notes Problem If user selects "Lotus Notes 
Password Recovery"(Predefined Summary) from summary field and Appends some text 
to that like Lotus Notes Password Recovery-Forgot password,PreDefSummaryChk 
should be set to "Yes".
Appreciate any suggestions for doing this.Thanks In Advance.
 
Thanks and Regards,
   v.sreelakshmi
 
DISCLAIMER:
This email (including any attachments) is intended for the sole use of the 
intended recipient/s and may contain material that is CONFIDENTIAL AND PRIVATE 
COMPANY INFORMATION. Any review or reliance by others or copying or 
distribution or forwarding of any or all of the contents in this message is 
STRICTLY PROHIBITED. If you are not the intended recipient, please contact the 
sender by email and delete all copies; your cooperation in this regard is 
appreciated.. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers 
Are" html___


  

Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: One company not able to recieve emails

[Phil Murnane]

Chris:
In the past, I've seen spam filtering cause organizations to not receive Remedy 
email alerts.  It might be GroupWise itself or it may be some integrated 
security application (eg, Norton/Symantec).
HTH,
--Phil



- Original Message 
From: "Moore, Christopher Allen" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, April 24, 2008 6:14:05 AM
Subject: One company not able to recieve emails

** 
Hey everyone-
 
We support 27 different ‘companies’ (state agencies) and the users for one of 
them is not receiving any email notifications from Remedy.  Emails are being 
sent without errors from our end- as far as we’re able to see they were 
successfully delivered.  Other agencies are receiving emails.  At this 
particular agency they don’t use Exchange, they use Groupwise.  I have never 
heard of that until this morning- does anyone have any experience with it and 
know if it’s possible it could be the culprit?
 
Thanks,
Chris__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___


  

Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Data Import clipping phone numbers

[Phil Murnane]

I see you're on *nix -- any chance the slash in the phone numb
Dwayne:

I see you're on *nix -- any chance the slash in the phone number is being 
interpreted as an escape character?

Just a Thought,
--Phil


- Original Message 
From: Dwayne Martin <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, March 31, 2008 2:29:43 PM
Subject: Data Import clipping phone numbers

Hello Everyone,

We are a university and import our entire staff/student base into a 
“GN:CustomerInfo” form.  On this form are three phone numbers: Local Phone, 
Home Phone, and Cell Phone.  The data format for all three phone numbers is 
“123/456-7890.”  All are on the form as Char fields, with Input Length of 255.

But the Local Phone is getting cut off just before the “-“, so instead of 
“123/456-7890” we are only getting “-7890.”  Local Phone and Home Phone are 
adjacent in the import file.  If we switch places, Local Phone still gets 
clipped.  This suggests that the problem is in the field definition, not the 
import file.  

There no problem entering the correct data manually. 

We get the same results whether we import from the Import tool or the Linux 
command line.

Any suggestions?

(ARS 7.1, RH Linux server, Oracle 9.2 db)

Dwayne Martin
James Madison University


  

Like movies? Here's a limited-time offer: Blockbuster Total Access for one 
month at no cost. 
http://tc.deals.yahoo.com/tc/blockbuster/text4.com

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: embedded URL problem

[Phil Murnane]

Warren: 

You might be able to set the ...som... name as an ARS alias for the server (in 
ar.cfg/ar.conf).  Also in the past I've stored parts of the URL as global 
variables so that the correct value can be used to generate notifications.

HTH,
--Phil


- Original Message  
From: Warren Baltimore <[EMAIL PROTECTED]> 
To: arslist@ARSLIST.ORG 
Sent: Thursday, February 28, 2008 11:52:43 AM 
Subject: Re: embedded URL problem 

** 
That's the actual name 

Warren 


On 2/28/08, Phil Murnane <[EMAIL PROTECTED]> wrote: 
Warren: 

I'm not completely sure about this, but isn't the Server= parameter supposed to 
be the ARS name of the server (eg, the name that shows in the lower right when 
using the WUT)? This would preclude using ...edu at all (unless that's the 
actual ARS name of the server). 

FWIW, 
--Phil 


- Original Message  
From: Warren Baltimore <[EMAIL PROTECTED]> 
To: arslist@ARSLIST.ORG 
Sent: Thursday, February 28, 2008 11:21:34 AM 
Subject: embedded URL problem 

** 
I've spent the last couple of hours pounding my head against a brick wall. I've 
checked the KB's and the arslist archive without luck. Here's the situation: 

Windows 2000 Advanced Server running IIS 
ARSystem 7.0.1 Patch 5* 
Mid Tier 7.0.1 Patch 1* 

Internet Explorer browsers. 

We have a filter that sends out notifications with the URL to the tkt embedded 
in the message. The URL looks like this: 

https://ingraham.som.washington.edu/arsys/servlet/ViewFormServlet?form=WB%3aEmailTest&server=INGRAHAM.dom.washington.edu&eid=008
 

The problem that we are having is the Server Address. 
ingraham.som.washington.edu is correct, but when the system builds the url, the 
second Server name INGRAHAM.dom.washington.edu is taken from the actual machine 
name. That is the issue. Even though the machine that it is on is INGRAHAM.dom, 
the mid tier is insisting on the following to actually get you to your tkt.: 

https://ingraham.som.washington.edu/arsys/servlet/ViewFormServlet?form=WB%3aEmailTest&server=INGRAHAM.som.washington.edu&eid=008
 

Anybody know how I can get the URL to be created using the som instead of dom 
without changing the actual server and domain name? 

Thanks! 
-- 
Warren R. Baltimore II 
Remedy Developer 
UW Medicine IT Services 
School of Medicine 
University of Washington 
Box 358220 
1325 Fourth Ave, Suite 2000 
Seattle, WA 98101 

The opinions expressed in this e-mail are in no way those of the University of 
Washington, or the State of Washington. They are my own. 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 



 
Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile. Try it now. 
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ 

___ 
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 




-- 
Warren R. Baltimore II 
Remedy Developer 
UW Medicine IT Services 
School of Medicine 
University of Washington 
Box 358220 
1325 Fourth Ave, Suite 2000 
Seattle, WA 98101 

The opinions expressed in this e-mail are in no way those of the University of 
Washington, or the State of Washington. They are my own. __Platinum Sponsor: 
www.rmsportal.com ARSlist: "Where the Answers Are" html___


  

Looking for last minute shopping deals?  
Find them fast with Yahoo! Search.  
http://tools.search.yahoo.com/newsearch/category.php?category=shopping

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: embedded URL problem

[Phil Murnane]

Warren:

I'm not completely sure about this, but isn't the Server= parameter supposed to 
be the ARS name of the server (eg, the name that shows in the lower right when 
using the WUT)?  This would preclude using ...edu at all (unless that's the 
actual ARS name of the server).

FWIW,
--Phil


- Original Message  
From: Warren Baltimore <[EMAIL PROTECTED]> 
To: arslist@ARSLIST.ORG 
Sent: Thursday, February 28, 2008 11:21:34 AM 
Subject: embedded URL problem 

** 
I've spent the last couple of hours pounding my head against a brick wall. I've 
checked the KB's and the arslist archive without luck. Here's the situation: 

Windows 2000 Advanced Server running IIS 
ARSystem 7.0.1 Patch 5* 
Mid Tier 7.0.1 Patch 1* 

Internet Explorer browsers. 

We have a filter that sends out notifications with the URL to the tkt embedded 
in the message. The URL looks like this: 

https://ingraham.som.washington.edu/arsys/servlet/ViewFormServlet?form=WB%3aEmailTest&server=INGRAHAM.dom.washington.edu&eid=008
 

The problem that we are having is the Server Address. 
ingraham.som.washington.edu is correct, but when the system builds the url, the 
second Server name INGRAHAM.dom.washington.edu is taken from the actual machine 
name. That is the issue. Even though the machine that it is on is INGRAHAM.dom, 
the mid tier is insisting on the following to actually get you to your tkt.: 

https://ingraham.som.washington.edu/arsys/servlet/ViewFormServlet?form=WB%3aEmailTest&server=INGRAHAM.som.washington.edu&eid=008
 

Anybody know how I can get the URL to be created using the som instead of dom 
without changing the actual server and domain name? 

Thanks! 
-- 
Warren R. Baltimore II 
Remedy Developer 
UW Medicine IT Services 
School of Medicine 
University of Washington 
Box 358220 
1325 Fourth Ave, Suite 2000 
Seattle, WA 98101 

The opinions expressed in this e-mail are in no way those of the University of 
Washington, or the State of Washington. They are my own. 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___


  

Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: no clear installation of cmdb (2.1p1) on solaris

[Phil Murnane]

Marc:

I've been fighting some Remedy installation errors on unix myself lately.  Here 
are a couple of notes that might help you troubleshoot:

1. The "rc: 90" errors are not a problem -- the script restarted the Remedy 
daemons and tries to log in once or twice per minute to see if the server is 
back up again.  There will usually be a few rc: 90 "errors" before arserverd is 
ready.

2. The first RIKLoadApp command appears the be the primary problem.  Try 
editing the installer script and change "-C" (which means no output to console) 
to "-c" (show output on console).  Then run the installer again -- the console 
output might help diagnose the problem.

3. The second RIKLoadApp command might be failing because the first RIKLoadApp 
failed.

Good Luck,
--Phil

- Original Message 
From: Marc Prang <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 7, 2008 4:16:02 AM
Subject: no clear installation of cmdb (2.1p1) on solaris

hello all,

i installed ars 7.1p1, approval, email, flashboard, assignment and midtier.
now i tried sometimes to install cmdb 2.1 or 2.1p1 on our solaris 10 but the 
installation wasn't clear.

BMCAtriumCMDB-install.log:
...
-> Entering loadApplication <
loadApplication /usr/ar//cmdb/en/workflow/adf_objectstore_1.xml BMC 
Atrium CMDB (core)  2147483647
--
loading: BMC Atrium CMDB (core)
mode:  mask: 2147483647
--
Loading definitions and data for BMC Atrium CMDB (core).
This step may take from several minutes to an hour. Please wait.
Loading  ...
RIKLoadApp /usr/ar//cmdb/en/workflow/adf_objectstore_1.xml BMC Atrium 
CMDB (core)  2147483647
/home/appmanager/itsm-install/07_cmdb_70/common/solaris/rik loadapp -x 
 -t 2408 -u Demo -f 
/usr/ar//cmdb/en/workflow/adf_objectstore_1.
xml -l /usr/ar//cmdb -C -L -n BMCAtriumCMDB -k 2147483647 -m

rc: 1

[ERROR] Non-zero code returned from RIKLoadApp.
Please check logs in /usr/ar//cmdb/Logs.
[ERROR] RIKLoadApp returned error code 1
There were errors during BMC Atrium CMDB (core) load.
Please check /usr/tmp/cmdb/BMCAtriumCMDB-install.log for more details.
([ERROR] RIKLoadApp returned error code 1)

Finish loading BMC Atrium CMDB (core) Donnerstag, 7. Februar 2008 10:41 Uhr MET
-> Exiting loadApplication <
...

Action Request System initialization is complete.
ARSWaitForServerStart
Donnerstag, 7. Februar 2008 10:49 Uhr MET
ARSWaitForBusyServer 60
Waiting for the server... RIKGetSvrInfo 173 wfbs_tmp
/home/appmanager/itsm-install/07_cmdb_70/common/solaris/rik getsvrinfo -x 
 -t 2408 -u Demo -f  -m  -l /usr/ar//cmdb -C -L -n 
BMCAtriumC
MDB -o 173

rc: 90
retval:

[ERROR] Non-zero code returned from GetSvrInfo.
Please check logs in /usr/ar//cmdb/Logs.
[ERROR] Cannot establish a network connection to the AR System server
RIKGetSvrInfo 173 wfbs_tmp
/home/appmanager/itsm-install/07_cmdb_70/common/solaris/rik getsvrinfo -x 
 -t 2408 -u Demo -f  -m  -l /usr/ar//cmdb -C -L -n 
BMCAtriumC
MDB -o 173

rc: 90
retval:

[ERROR] Non-zero code returned from GetSvrInfo.
Please check logs in /usr/ar//cmdb/Logs.
[ERROR] Cannot establish a network connection to the AR System server
RIKGetSvrInfo 173 wfbs_tmp
/home/appmanager/itsm-install/07_cmdb_70/common/solaris/rik getsvrinfo -x 
 -t 2408 -u Demo -f  -m  -l /usr/ar//cmdb -C -L -n 
BMCAtriumC
MDB -o 173

rc: 0
retval: 0

OK

...

-> Entering loadApplication <
loadApplication /usr/ar//cmdb/en/workflow/adf_recon_engine.xml 
Reconciliation Engine  2147483647
--
loading: Reconciliation Engine
mode:  mask: 2147483647
--
Loading definitions and data for Reconciliation Engine.
This step may take from several minutes to an hour. Please wait.
Loading  ...
RIKLoadApp /usr/ar//cmdb/en/workflow/adf_recon_engine.xml 
Reconciliation Engine  2147483647
/home/appmanager/itsm-install/07_cmdb_70/common/solaris/rik loadapp -x 
 -t 2408 -u Demo -f 
/usr/ar//cmdb/en/workflow/adf_recon_engine.x
ml -l /usr/ar//cmdb -C -L -n BMCAtriumCMDB -k 2147483647 -m

rc: 2

[ERROR] Non-zero code returned from RIKLoadApp.
Please check logs in /usr/ar//cmdb/Logs.
[ERROR] RIKLoadApp returned error code 2
There were errors during Reconciliation Engine load.
Please check /usr/tmp/cmdb/BMCAtriumCMDB-install.log for more details.
([ERROR] RIKLoadApp returned error code 2)

Finish loading Reconciliation Engine Donnerstag, 7. Februar 2008 10:53 Uhr MET
-> Exiting loadApplication <

...

ARSWaitForBusyServer 60
Waiting for the server... RIKGetSvrInfo 173 wfbs_tmp
/home/appmanager/itsm-install/07_cmdb_70/common/solaris/rik getsvrinfo -x 
 -t 2408 -u Demo -f  -m  -l /usr/ar//cmdb -C -L -n 
BMCAtriumC
MDB -o 173

rc: 90
retval:

[ERROR] Non-zero code returned from GetSvrInfo.
Please check logs in /usr/ar//cmdb/Logs.
[ERROR] Cannot establish a network connection to t

Re: System Requirements (Clients)

[Phil Murnane]

Dave:

The 256MB was on Windows 2000 Professional on a virtual machine running on 
unix.  It didn't run fast, but it did run.

An interesting thing -- we had a problem with Migrator swamping the Oracle 
instance for Remedy, so we dialed back the CPU resources on the VM as a quick 
and dirty fix.

--Phil


- Original Message 
From: Dave Barber <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, January 25, 2008 1:23:33 AM
Subject: Re: System Requirements (Clients)

** 
Phil,
 
256meg on XP  thats just enough for the OS on its own!
 
I was hoping to dig some documentary evidence though - I'm running a laptop 
here that won't go over 512meg, and am trying to build up a case for an upgrade.
 
Agreed with 1gb minimum, but if I can't pull through a BMC document to that 
effect, then I'm stuck with a fair amount of disc thrashing.
 
Regards
 
Dave

 
On 24/01/2008, Phil Murnane <[EMAIL PROTECTED]> wrote: 
** 
Dave:
 
If the client is running XP, I'd look at 512MB as the minimum.  That should run 
any of the Remedy clients.  Of course if they want to run an office suite 
concurrently, then I'd go with 1GB minimum. 
 
Just my $0.02 worth,
--Phil
 
PS: I've run all the clients in 256MB on Windows 2000, but never tried it on 
XP.  I also ran all the clients (v4.x) in 64MB on Windows 98, but that hardly 
seems relevant (or am I just dating myself). :) 

 
- Original Message 
From: Dave Barber <[EMAIL PROTECTED] >
To: arslist@ARSLIST.ORG
Sent: Thursday, January 24, 2008 8:49:08 AM
Subject: System Requirements (Clients) 

** 
All,
 
I'm trying to determine the minimum/recommended configuration for the various 
AR Clients - User/Admin/Migrator.
 
Browsing through the compatibility matrix, the entry for the 7.1 migrator tool 
states 256MB RAM and a 500mHz processor as the requirements.  Considering that 
XP on its own doesn't run too well with 256meg, that seems like an unlikely 
requirement. 
 
For the admin and user tools, there is no (obvious) statement on minimum 
hardware requirements for running the tools.
 
Any suggestions from the community?
 
Regards
 
Dave Barber
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 

 



Never miss a thing. Make Yahoo your homepage. 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___


  

Looking for last minute shopping deals?  
Find them fast with Yahoo! Search.  
http://tools.search.yahoo.com/newsearch/category.php?category=shopping

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: System Requirements (Clients)

[Phil Murnane]

Dave:

If the client is running XP, I'd look at 512MB as the minimum.  That should run 
any of the Remedy clients.  Of course if they want to run an office suite 
concurrently, then I'd go with 1GB minimum.

Just my $0.02 worth,
--Phil

PS: I've run all the clients in 256MB on Windows 2000, but never tried it on 
XP.  I also ran all the clients (v4.x) in 64MB on Windows 98, but that hardly 
seems relevant (or am I just dating myself). :)


- Original Message 
From: Dave Barber <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, January 24, 2008 8:49:08 AM
Subject: System Requirements (Clients)

** 
All,
 
I'm trying to determine the minimum/recommended configuration for the various 
AR Clients - User/Admin/Migrator.
 
Browsing through the compatibility matrix, the entry for the 7.1 migrator tool 
states 256MB RAM and a 500mHz processor as the requirements.  Considering that 
XP on its own doesn't run too well with 256meg, that seems like an unlikely 
requirement. 
 
For the admin and user tools, there is no (obvious) statement on minimum 
hardware requirements for running the tools.
 
Any suggestions from the community?
 
Regards
 
Dave Barber
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___


  

Looking for last minute shopping deals?  
Find them fast with Yahoo! Search.  
http://tools.search.yahoo.com/newsearch/category.php?category=shopping

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Force Users to Use Update Button

[Phil Murnane]

James:

Most data integrity is best performed using filters.  If you're using a basic 
character menu, then you could build a pair of filters; the first one would see 
if the current Status value is in a string like "Open, Pending, Closed" (list 
all your allowed statuses), and the second filter would present an error if the 
Status value was not found in the string.  If you ever add a status value in 
the future, then you'll have to remember to update the list of allowed values 
in the first filter.

HTH,
--Phil

- Original Message 
From: James Collins <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, January 16, 2008 5:55:55 PM
Subject: Force Users to Use Update Button

I have a form, that has a status field.  It gets updated by a button
that pulls up a menu of status.  People keep free forming in the
status field which screws up the status etc.,  I changed the
permissions of the field but that does not allow the users to update
with the update button.  My other thought was to run an active link
that triggers an error on gain focus.  Which works, however, i am not
sure it is the correct method.  I just do not want to see in my status
field  missppelled statuses like Klosed or ClOsed  or whatever, any
helpful hints?

James

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"


  

Never miss a thing.  Make Yahoo your home page. 
http://www.yahoo.com/r/hs

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Site question for ITSM 7

[Phil Murnane]

Ron:

Wasn't there something about an "alias" name for a site?  I don't have the docs 
handy at the moment, but that idea is tickling the back of my brain.

FWIW,
--Phil

- Original Message 
From: Ron Legters <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, January 16, 2008 5:09:09 PM
Subject: Re: Site question for ITSM 7

That's a good idea, and I can see that working if had two sites with the same 
name. My issue is kind of the reverse - it's only one site, it just has two 
different org structures feeding into it. I'd rather not create two site 
records for one building, but that may be the best solution.

Thanks, 
Ron
Tools Admin

> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Sam Ferguson
> Sent: Wednesday, January 16, 2008 4:02 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Site question for ITSM 7
> 
> Ron, the one time this became an issue for an implementation I was working
> on, we decided the quickest resolution was to prefix the site with a
> unique code to reflect the company or region.  This was seen where
> multiple companies have a site called Head Office.
> 
> Sam
> 
> ___
> Sam Ferguson . Senior Consultant . Planwell Technology
> Level 1, Korea House, 29 Tory Street, Wellington, New Zealand
> ph: +64 4 385 2885. fax: +64 4 385 2911. mob: +64 21 388 704
> http://www.planwell.net
> [EMAIL PROTECTED]
> 
> This is an email from Planwell Technology. It is confidential to the
> ordinary user of the e-mail address to which it was addressed and may
> contain copyright and/or legally privileged information. No one else may
> read, print, store, copy or forward any or all of this message or its
> attachments. If you receive this e-mail in error, please return it to the
> sender. Thank you.
> 
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters
> Sent: Thursday, 17 January 2008 12:42 p.m.
> To: ARSList
> Subject: Site question for ITSM 7
> 
> I've come across a stumbling block in configuring ITSM 7, and I'm
> wondering if anyone else has dealt with something similar:
> 
> Many of my company's locations across the country have two completely
> different organizations in the same building. For example, our San Jose
> location is currently set up in HD6 as both 'Western Region - WE1 District
> - San Jose' and 'PP&S Western - Pacific District - San Jose'. This is how
> the location info for people who work for these organizations comes over
> from the HR System. In ITSM 7, though, I can't have two sites with the
> same name, even if they're in different regions and site groups.
> 
> I've got some thoughts about how to proceed, but I'd love to hear from
> someone else who may have dealt with this or something similar.
> 
> Thanks,
> Ron Legters
> Tools Administrator
> Data & Systems Services
> Univar USA Inc.
> 425.889.3952 Office
> 425.889.4111 Fax
> www.univarusa.com
> 
> __
> _
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> 
> __
> _
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"


  

Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Resolved: Server Configuration Recommendations

[Phil Murnane]

Thanks, Craig!

- Original Message 
From: Craig Carter <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, January 15, 2008 3:26:19 PM
Subject: Resolved: Server Configuration Recommendations

I wanted to follow-up and provide some changes I made that had a HUGE
impact on performance and resolved the majority of our problem.

Although we had 16GB on the system, the majority of it was not being
used and performance monitor showed everything was waiting for disk.
Average disk queue length was long and the bar never dropped off 100.
The SQL Server service had allocated memory/virtual memory up to 1.7 GB
but was holding steady at that amount.

We're running Windows 2003 Enterprise (32-bit) and the documentation
stated SQL Server 2005 will not exceed the virtual memory setting on
Windows Server 2003 (32-bit) unless you enable AWE memory allocation.
There was also an "enable lock pages in memory option" that I enabled
for the account SQL Server was running under--but it appears this may
not be needed unless you are running under Windows 2000 or Windows XP.
The setting by default is off in SQL Server 2005.  I also updated the
Virtual memory settings on the server to "system managed" which
increased it by 800%.

After restarting SQL Server, the SQL Server service memory usage dropped
from 1.7GB to 130M and the paging file jumped from about 2.6 GB to
almost 7 GB.  The processors are two to three times busier now but still
only averaging about 30%.  The physical memory in use jumped by 4 GB and
you can tell SQL Server is now going well beyond the virtual server
limits and 4GB limits imposed by the operating system.

In summary, the database was not being allowed to exceed the virtual
memory limits and 4GB operating system limit shared with everything
else.  Now that is has plenty of breathing room, it's flying right
along.  There is still a lot of tweaking to do but enabling AWE
allocation made a huge difference.

Thanks for all your suggestions.  If you are running SQL Server 2005 on
a Windows Server 32-bit version with more than 4GB, check this option
out.

Craig Carter


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"


  

Never miss a thing.  Make Yahoo your home page. 
http://www.yahoo.com/r/hs

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Outlook Version for ARS 7.10

[Phil Murnane]

Michael:

Are you perhaps referreing to Remedy's old AREmail product, where arserver 
launched Outlook to send/receive email?  If so, then it's no longer a concern 
with V6.x and newer, since AREmail was retired in favor of the Email Engine.

HTH,
--Phil

- Original Message 
From: "Lyons, Michael (USAEOUSA)" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, January 15, 2008 10:45:38 AM
Subject: Outlook Version for ARS 7.10

** 
ARS 6.3p20
SQL 2000 SP3
WIN 2003 SP1
 
Currently I am using Outlook 2000 with ARS mail 6.3p20. I remember vaguely that 
the email engine had a problem with not working with Outlook 2003 because of 
some security changes on MS's part. Now I'm moving to ARS 7.10 and not sure 
what Outlook version I can use. Our standard is Outlook 2007 which is probably 
the version I need to use to keep my boxes compliant,  but I can't seem to find 
a definitive answer as to what version I am supposed to be able to use with 
7.10. Any insight I can gain from the knowledgeable members of the LIST would 
be greatly appreciated.
 
 
Michael F. Lyons
Remedy Database Administrator
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___


  

Looking for last minute shopping deals?  
Find them fast with Yahoo! Search.  
http://tools.search.yahoo.com/newsearch/category.php?category=shopping

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Server Configuration Recommendations

[Phil Murnane]

Craig:

What does the server resource utilization look like when you go from 80 to 100 
users?  Is there lots of paging or some heavy disk I/O?  I'm sure you've looked 
in this direction, but perhaps we can offer a fresh pair of eyes.

One thing I've seen kill database performance is if the DB is stored on a RAID 
5 volume and there's lots of write activity.  If the database starts looking 
like the bottleneck, this might be something to pursue.

FWIW,
--Phil


- Original Message 
From: Axton <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, January 15, 2008 8:36:33 AM
Subject: Re: Server Configuration Recommendations

** On Jan 15, 2008 10:22 AM, Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL 
PROTECTED]> wrote:

I personally tend to disagree with the notion of putting the DB on its
own server.  I prefer to put ARS and the DB on the same server and
Midtier on its own to cut down on the database accesses and updates from
having to be accomplished over the network. 

Local sockets will always be faster than IP sockets.
 

We have over 2,000 concurrent users, and our performance is outstanding. 

Considering your performance is slowing with a modest increase in the
number of users, I would suspect a memory leak of some sort.  Have you
looked at RAM consumption in task manager?


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter

Sent: Tuesday, January 15, 2008 9:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Configuration Recommendations

**

Thanks Chad-that is my impression as well.  There should be no reason we 
should be having these performance problems based on the server we just
set up.  We generate a lot of emails each day and have over 500K tickets
but something else is obviously wrong.



Craig Carter 





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal
Sent: Tuesday, January 15, 2008 7:58 AM 
To: arslist@ARSLIST.ORG
Subject: Re: Server Configuration Recommendations



We've ran over 600 concurrent users on a 2x1.4 GHz with 1 GB of memory
without any issues. And that's a system with millions of tickets and 
over 50,000 emails sent each day on only 20 fast, 20 list, plus some
private threads. We have two of these so one doesn't normally carry that
load, but it has at times. So I don't think it's the size of your 
server.



Ordinarily I would suggest you split the database out onto its own
server. But given how big your current hardware is, and how small your
current user base is, I see no need for that just yet. You seem to have 
plenty of hardware for that size of a system.



I would use something like BMC Log Analyzer to analyze your API and SQL
logs from a slowdown. That will tell you if you've got long running SQL
or API calls, if you have little or no idle time on some threads 
(queuing), etc. It's available on the BMCDN last time I checked. I
believe Misi has a log analysis tool as well at www.rrr.se

< http://www.rrr.se/> , but I haven't used it myself. If you see that

your API calls are big, and your SQL calls are big, you've got a problem
with your database. In that case, look at database metrics or hardware 
metrics to see if you have disk contention problems. Once we tuned our
AR Server almost all of our bottlenecks were in the database, and mainly
with disk contention.



Chad Hall
(501) 342-2650



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter
Sent: Tuesday, January 15, 2008 8:41 AM 
To: arslist@ARSLIST.ORG
Subject: Q: Server Configuration Recommendations



All,



We're running into some performance problems recently.  I upgraded the 
server a few days ago (operating system, database, CPUs, memory, queues,
etc, and it hasn't helped much.  Basically, it takes longer to search
and create tickets as more and more people log in (as expected) but the 
server has plenty of available CPU, plenty of memory, and plenty of
bandwidth so it appears there is a bottleneck somewhere.



8 CPUs

16GB Memory

Windows Server 2003 Enterprise

SQL Server 2005 Enterprise 

ARS v7.0.1 P5 (CSS and custom apps-no ITSM)

24 Fast, 40 List



It flies with about 40 people, becomes sluggish with 80, and gets real
slow with 100.  I would expect this system to be able to handle a much 
larger load.  Since the running CPU usage and disk usage is fairly low,
I'm looking for advice.



Everything is currently installed on the same server and on the same
drive (although these are raid drives).  Is it possible we're seeing 
contention over disk resources and I/O?  Any advice on determining where
the bottleneck is or from people administering a large number of users?
How much advantage would be gained by running the AR Server on another 
drive or box separate from the database?  Is it reasonable to expect to
only get 100 concurrent users 

Re: ARERR [565] Index for value in SQL command is greater than the number of values returned

[Phil Murnane]

Anesh:

What patch level of ARS 7.0.1 is running and what's your server environment 
like?  If the problem is happening to the same users every time, then you might 
check out the clients as J.T. suggested.  If it happens to different users but 
only occasionally, then I'd suspect the server.

One thing I've seen cause intermittent crashes in the past is if arserverd 
can't obtain temporary storage (due to disk full, directory deleted, etc) -- 
perhaps you'll want to chech this.

HTH,
--Phil

- Original Message 
From: J.T. Shyman <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, December 20, 2007 5:19:59 AM
Subject: Re: ARERR [565] Index for value in SQL command is greater than the 
number of values returned

Unfortunately, this isn't an easy issue to solve. Segmentation Faults can
happen for a variety of reasons from bad software to bad hardware to
transient errors in RAM or on disks.

Since this has been running for some time and is only happening to certain
users my next question would be: Has anything changed on the profile of the
users who are experiencing this issue? You may want to try clearing the
client-side cache on the system of a user who is having this problem. It may
help, it may not. 

Next, I'd try uninstalling and reinstalling the client tools for the user
with this problem. Make sure the version you install matches the version and
patch level of the server. 

Hope that helps.

J.T. Shyman
Column Technologies



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Anesh A Kurian
Sent: Thursday, December 20, 2007 6:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR [565] Index for value in SQL command is greater than the
number of values returned

Hi Shyman,

Well the system is one which has been running fine for sometime. It's
suddenly that this error started to come. There is not firewall between
the DB as the DB and ARS server are on the same network.

Is there any way we can stop this behaviour? I would appreciate if you
could give some tips or work around.

Thanks and regards,

Anesh A Kurian


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Thursday, December 20, 2007 3:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR [565] Index for value in SQL command is greater than
the number of values returned

Anesh,

The first line of the log seems to indicate the ARServer process
is
crashing: 

Tue Dec 18 13:25:45 2007  0 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)

which should cause it to restart and cause a short outage while
armonitor
restarts it. The "11" on the second line indicates a segmentation fault
(crash). Unfortunately, these can sometimes be hard to track down causes
for. The "unable to thread local storage" is a symptom of ARServer
crashing,
not a different problem, most likely.

Let me ask this: Is this a new system or one that has been
running
well for a while and just recently started getting these errors? Are
there
any firewalls or network appliances between the Oracle server and the
ARS
server? 


J.T. Shyman
Column Technologies


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Anesh A Kurian
Sent: Thursday, December 20, 2007 4:06 AM
To: arslist@ARSLIST.ORG
Subject: ARERR [565] Index for value in SQL command is greater than the
number of values returned

Hi All,

I have an ARS 7.0.1 running on Oracle 10. I receive this strange error
when trying to log in thru the User Tool or Admin Tool. Not every user
gets this error when trying to log in. And when the server is restarted
then the error goes and comes back after sometime. Has any one faced the
same problem? When we went thru the arerror.log
We got the below error, which takes places exactly when a user tries to
log in to the system. If anyone has earlier faced this or has any
solution to it kindly update me.


Tue Dec 18 13:25:45 2007  0 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Tue Dec 18 13:25:45 200711
Tue Dec 18 13:25:45 2007  0 : AR System server terminated -- fatal error
encountered (ARNOTE 21)
Tue Dec 18 13:25:45 2007  0 : Unable to access thread local storage.
(ARERR 8747)
Tue Dec 18 13:25:45 2007WriteWorkflowTraceLog()
Tue Dec 18 13:25:45 2007  0 : Unable to access thread local storage.
(ARERR 8747)
Tue Dec 18 13:25:45 2007WriteWorkflowTraceLog()
:

Thanks and regards
Anesh A Kurian



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmspor

Re: Mid-Tier 6.3 report file location

[Phil Murnane]

Dwayne:

My guess is that the report will end up on the Mid-Tier server somewhere, since 
the Mid-Tier is the actual ARS client.

--Phil

- Original Message 
From: Dwayne Martin <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 12, 2007 7:55:41 AM
Subject: Mid-Tier 6.3 report file location

Hello everyone,

If you run a Remedy report in "CSV" format on Mid-Tier 6.3, and choose 
Destination "File" where does it put the file?

The 7.1 documentation says "If you selected File, you will be prompted for a 
file name AND DESTINATION" (emphasis mine).

But alas, we are still at Mid-Tier 6.3, and all we get to enter is the file 
name. There is nothing saying where it is going. It looks like the file gets 
saved, but we can't find it on the server or local machine.

I tried looking for the 6.3 documentation but can't find it on the Remedy 
website.

(IIS 5 web server on Win 2K, ARS (except for Mid-Tier) 7.1, RH Linux ARS 
server, Oracle 10.2)

Dwayne Martin
James Madison University

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"


  

Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Help Desk 5.5 w/ ARS 7.0.1??

[Phil Murnane]

Ann:

Just a couple of thoughts.

I'd start out by duplicating your your current production environment on your 
new server -- this way all OS, DBE, & ARS requirements for HD5.x will be met.  
Then I'd upgrade the OS.  Since you're not upgrading the DB, restore a copy of 
your production database on the new DB, install ARS5, and then upgrade ARS.  
I've never tried upgrading directly from ARS5 to ARS7, so maybe someone else 
can chime in on whether this works -- you may have to upgrade to ARS6 and then 
to ARS7.

I'd also recommend not using Mid-Tier 6.x against an ARS 7.x server (not that 
I'm aware of any known errors, it's just BMC's recommended practice to keep 
version levels the same when possible).  I'd also stick with JDK 1.4.x for now, 
since I've seen problems with 1.5.x at customer sites running ServletExec.

And as always, be wary of early versions of the Oracle 9.x client -- there were 
some significant problems with them (memory leaks, IIRC).

YMMV,
--Phil

PS: If you have Migrator, you should be able to just install ARS7 on the new 
server platform and migrate your HD5.x -- I think you can generate your own 
temporary Migrator license on BMC's web site.

- Original Message 
From: Ann Kosch <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 12, 2007 6:26:16 PM
Subject: Help Desk 5.5 w/ ARS 7.0.1??

Hello all,

First, I'm here in Kansas where you may have heard there are rampant power 
outages.  Some will last 7-10 days we are told.  So, it is nice to be here in 
my 
warm university office this evening instead of at my cold house (18 degrees 
tonight), for now at least <:$

But anyway, I would appreciate hearing from anyone who put Help Desk 5.5 on ARS 
7.0.1 (or 7.1?).

I've noticed here where several have done this (putting off, understandably, 
the 
Service Desk 7 leap for awhile as we plan?).

I've looked at development ARS 7.0.1 (w/o apps) enough now to make me think the 
Oracle-level backup/restore of current app to new ARS 7.0.1/Oracle won't work 
as 
it did in other changes.  I suspect I will have to install Help Desk 5 on ARS 
7.0.1 fresh and export/import the tables from ARS 5.1.2 to ARS 7.0.1 Help Desk. 
  Can I get any comments on this?

We hoped to spare the users until the next phase where we quantum leap them to 
Service Desk 7 and hopefully also new full Change.

It just seems that going to all the way to the really new ARS 7.1 instead of 
sticking with the patched 7.0.1 would create more risk.  But maybe that isn't 
the case?

We are keeping Oracle at 9 to avoid too much change at once for the app. 
Changing hardware, putting Oracle and Mid Tier on separate servers, adding an 
F5 
into the mix, and upgrading ARS 2 hops seems enough for one step in the 
strategy.  But I'm all ears!

Current production: Solaris 8, Oracle 9, ARS 5.1.2, Help Desk 5.5.1, MidTier 
6.3.  Everything on one box.  Not unicode.

Target development: Solaris 10, Oracle 9, ARS 7.0.1, Help Desk 5.5.1, MidTier 
6.3.  Oracle and Mid Tier on other boxes.  Even though the new server is behind 
an F5, we only have one Remedy server.  Still not unicode.

Thanks in advance for any insight.  If there are prior ARSLIST posts addressing 
this mix directly, I haven't located them but will likely keep trying.

Regards,
ann
~*~ ~*~ ~*~
A. R. Kosch
Special Projects/Analyst
Remedy ARS Administrator
[EMAIL PROTECTED]
785-532-4933
Kansas State University
Computing and Telecommunications Services

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"


  

Never miss a thing.  Make Yahoo your home page. 
http://www.yahoo.com/r/hs

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: How to partially mask a field

[Phil Murnane]

Peter:

In the past, I've always broken down the IP address into four separate 
character fields.  This would make it easy to mask the leading octets for 
displaying.  Of course, it also requires building workflow.  No such thing as a 
free lunch. :)

--Phil

- Original Message 
From: "Joran, Peter P, CTR, OSD-CIO" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, December 10, 2007 8:00:28 AM
Subject: How to partially mask a field

All

I need to mask the first two octets of our IP addresses. It gets a little 
complicated as an IP address length varies. For example an
IP address could be 1.1.1.1 or 123.123.123.123. Is there a way to do a SUBSTR 
type of function that can start after the second "."?
I'm trying to avoid reformatting the address to eventually get what I want. 

Then again if I'm going about this the wrong way I'm open to thoughts.

Best Regards
Pete

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"


  

Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Urgent - user_cache

[Phil Murnane]

Craig:

I'm a little late to the party here, but...

One thing I'd recommend is: after arreload is finished running on the users, to 
run it against the groups again.  Back in the olden days (pre-ARS 5.x), one of 
the projects I worked on had lots of problems with the user cache getting out 
of sync, and we always fixed it by running arreload -g...; arreload -u...; 
arreload -g...

FWIW,
--Phil


- Original Message 
From: Craig Carter <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, December 7, 2007 7:56:16 PM
Subject: Re: Urgent - user_cache

** 
We’re using the Customer Support application which requires a contact record 
(and account) be associated with the issue.  We allow the public to submit 
questions to us on the web site with a restricted read license so these 
generate accounts in the user form and contacts with all of the associated info 
for the issue.  It works well since the agent has all of the customer 
information but it does end up creating a lot of extra accounts.  We also 
pre-created 300K contacts when we first stood up the system for the most likely 
callers (out of about 1 million) so agents wouldn’t have to create the contacts 
from scratch when they called.  After about 3 years, we deleted those that were 
never used but we still have 240K based on those and new ones agents have 
created.  Can you say “fetch-user-group-info-on demand” ?  :o)
 
Well, I can confirm the –f option deletes the old content.  Unfortunately, I 
made the mistake of trying to do groups and users at the same time and it 
messed up reloading the cache after clearing it and I had to use arcache to get 
back in.  I’ve restarted by doing groups first (finishes fast) and I’m now 
doing users.  It reads the whole user form first before clearing the cache so 
the wait time is based on the number of records in your user form and not the 
cached record count.
 
Learn something new every day—guess it’s all good and here is an example of 
where direct SQL updates can be problematic.  It did give me a chance to purge 
all of the licenses while I was waiting…  still waiting… still waiting…
 
C.C., RSP
 



From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of LJ LongWing (Head)
Sent: Friday, December 07, 2007 7:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - user_cache
 
about the only thing I can think of that would be uglier would be managing over 
200K in user accounts...:)
 



__20060125___This posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___


  

Looking for last minute shopping deals?  
Find them fast with Yahoo! Search.  
http://tools.search.yahoo.com/newsearch/category.php?category=shopping

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Remedy Skilled Professionals

[Phil Murnane]

Actually, with most wetware systems, the grip can be virtualized to allow 
multiple simultaneous virtual handshakes.  Licensing considerations still 
apply, though.

--Phil

- Original Message 
From: Axton <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, August 24, 2007 1:05:19 PM
Subject: Re: Remedy Skilled Professionals


That was good; and if you don't properly release the grip, you have to
wait an hour before you can shake another's hand.

Axton

On 8/24/07, Heider, Stephen <[EMAIL PROTECTED]> wrote:
> Ever since version 6.3 you are only able to shake one person's hand at one 
> time.   If you are shaking someone's hand you must release the grip prior to 
> shaking another hand, otherwise this would be a handshake violation :)
>
> Stephen
> Remedy Skilled Professional
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of Durrant, Michael M. - ITSD
> Sent: Friday, August 24, 2007 3:18 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Skilled Professionals
>
> The new version of the secret handshake has a more customer-centric licensing 
> system...
>
> And beware!  As I understand, similar to other fraternal organizations, there 
> are severe penalties for revealing the hand shake.  I heard that they 
> invalidate your table qualifications and delete field-dependent workflow just 
> for thinking of talking about it.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of Gayford, Matthew C.
> Sent: Friday, August 24, 2007 1:08 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Skilled Professionals
>
> You have to buy separate licensing for it...
>
> Matthew C. Gayford
> Technology Research & Development
> Information Technology Systems Division
> University of North Carolina Wilmington
> (910) 962-7177
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of Jarl Grøneng
> Sent: Friday, August 24, 2007 3:00 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Skilled Professionals
>
> ?? What secret handshake?
>
> -
> Jarl
>
> On 8/24/07, Rick Cook <[EMAIL PROTECTED]> wrote:
> > **
> >
> > Congratulations!  Be sure to practice that secret handshake...
> >
> > Rick 
> >  From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
> > Sent: Friday, August 24, 2007 11:25 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Remedy Skilled Professionals
> >
> >
> > **
> >
> >
> > ...and as of today, me too!
> >
> >
> >
> >
> >
> > Stephen
> >
> > Remedy Skilled Professional
> >
> >
> >
> >  
> >
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Bowen, Marc
> > Sent: Tuesday, July 31, 2007 1:25 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Remedy Skilled Professionals
> >
> >
> >
> > Me too.
> >
> >
> >
> >
> > Marc Bowen
> > Remedy Skilled Professional
> >
> >
> >  
> >
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge
> > Sent: Tuesday, July 31, 2007 1:12 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Remedy Skilled Professionals
> >
> >
> >
> > I'm an RSP.
> >
> >
> >
> > -Rootuja Ghatge
> >
> >
> >
> >  
> >
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Scott Ames
> > Sent: Tuesday, July 31, 2007 8:01 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Remedy Skilled Professionals
> >
> > **
> >
> >
> > How many Remedy Skilled Professionals are out there?
> >
> >
> >
> >
> > __20060125___This posting was submitted
> > with HTML in it_20060125___This
> > posting was submitted with HTML in it___
> >
> >
> > ***
> >
> >
> > The information in this email is confidential and may be legally privileged.
> > It is intended solely for the addressee. Access to this email by anyone else
> > is
> > unauthorized. If you are not the intended recipient, any disclosure,
> > copying,
> > distribution or any action taken or omitted to be taken in reliance on it,
> > is
> > prohibited and may be unlawful. When addressed to our clients any opinions
> > or
> > advice contained in this email are subject to the terms and conditions
> > expressed in the governing KPMG client engagement letter.
> >
> >
> > ***
> > __20060125___This posting was submitted
> > with HTML in it___
> > __20060125___This posting was submitted
> > with HTML in it___
> >  __20060125___This posting was
> > submitted with HTML in it___
>
> __

Re: Access question

[Phil Murnane]

Lars:

I think since the join form has a separate field (ID 1) not inherited from 
either base form, then the proper permissions must be manually applied to the 
join form's field ID 1.

Despite this, I agree with you that if a user has no access to a base form 
record, then the user should have no access to a derived join form record.

Just my $0.02,
--Phil


- Original Message 
From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, August 24, 2007 8:55:44 AM
Subject: Access question

** 
Hi list, suppose permissions are set so that a user can't access a ticket when 
searching directly in a form. No access to field 1.
I have a joinform, users are able to see fields from this 'forbidden entry' in 
this join, unexpected, can't be as designed?
L ars Pettersson
Vattenfall Business Services Nordic AB
Action Request System Engineer (Tabasco)
S-461 88 Trollhättan
Sweden

Phone +46 520 888 35 Mobil +46 70 608 99 95
e-mail: [EMAIL PROTECTED] 
__20060125___This posting was submitted with HTML in it___


   

Moody friends. Drama queens. Your life? Nope! - their life, your story. Play 
Sims Stories at Yahoo! Games.
http://sims.yahoo.com/

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the 
Answers Are"

Repost: Wildcard in STRSTR function?

[Phil Murnane]

I couldn't find this post on the web server, so I thought I'd r
Folks:

I couldn't find this post on the web server, so I thought I'd repost it.  Any 
thoughts on this?

Thanks,
--Phil

- Forwarded Message ----
From: Phil Murnane <[EMAIL PROTECTED]>
To: [EMAIL PROTECTED]
Cc: Phil Murnane <[EMAIL PROTECTED]>
Sent: Tuesday, August 21, 2007 10:32:23 AM
Subject: Wildcard in STRSTR function?


Folks:

Has anyone ever used a wildcard as the secnd parameter in a STRSTR() 
function?  I'm trying to test whether string2 exists in string1, where 
string2 may be a substring of string3 also in string one.  This is similar 
to finding a Group ID in a $GROUPIDS$ result.

Example:
ARS 6.3
string1 = ", 20070821-001, 20070821-002, 20070821-002-A, 20070821-003, "
string2 = "20070821-002"
string3 = "20070821-002-A"

I can't just use STRSTR(string1, string2) because even if string1 did not 
contain string2 this function would erroneously find the value, since 
string2 is a substring of string3.

Here's my syntax:
zScratchInteger = STRSTRC($string1$,(" %, " + $string2$ ) + ", %")

But this always returns -1 -- it never finds string2 in string1.

Is this because of the wildcard percent signs?

TIA,
--Phil


   
Ready
 for the edge of your seat? 
Check out tonight's top picks on Yahoo! TV. 
http://tv.yahoo.com/

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the 
Answers Are"