Re: ARS 6.001(HD 5.0) to ARS 7.01 platform upgrade

2009-01-19 Thread Prashant Patil 
Dear All,

Sorry to reply late.

Now we came to know that we cannot use Remedy Migrator for this purpose.

For David:
We need to only upgrade ARS from 6.x to 7.01

For Joe:
On the new server (7.01) we already have some custom applications in place.


We thinking of these lines:
1) Export the configuration forms/data (SHR forms) to ARS 7.01
2) Export HPD 6.0 to ARS 7.01

Please let me know any suggestions.

Thanks,
Prashant




On Mon, Jan 5, 2009 at 5:10 PM, David Charters 
dchart...@charterssoftware.com wrote:

 **

 Are you upgrading just ARS or are you also upgrading Help Desk to 7.0.3?


  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org] *On Behalf Of *Joe DeSouza
 *Sent:* Monday, January 05, 2009 7:24 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: ARS 6.001(HD 5.0) to ARS 7.01 platform upgrade



 You could also try copying the DB across, remove any server references if
 found in that DB, then install the production version of the ARS to that new
 DB on the new server and then go upwards from there..

 Joe


  --

 *From:* Prashant Patil remed...@gmail.com
 *To:* arslist@ARSLIST.ORG
 *Sent:* Sunday, January 4, 2009 1:40:41 AM
 *Subject:* ARS 6.001(HD 5.0) to ARS 7.01 platform upgrade
 **

 Dear All,

 We are currently planning a platform upgrade from ARS 6.00.1 to ARS 7.01

 *ARS 6.x Server Config*
 Windows 2K - ARS Engine 6.00.01 patch 1420
 Oracle 9.0.1.0.0
 Helpdesk 5.0 (customized)


 *ARS 7.001 Server Config* (already setup)
 Windows 2K - ARS Engine 7.0.01 patch 002
 Oracle 10gR2
 SLM 7.0.0.2

 We have a development server same as the ARS 7.001 server config.

 *(A) How do we go about migrating HD 5.0 application  data to the new
 platform?*
 we thought of doing it as follows. Any feedback would be highly
 appreciated.
 1) Setup development environment same as ARS 6.x server config
 2) Install Helpdesk 5.0, import data (*can we use Remedy Migrator to
 import application  data from old server? which Remedy Migrator version?*
 )
 3) Upgrade HD 5.x to HD 6
 4) Upgrade ARS Engine from 6.x to 7.001
 5) Now migrate HD 6 app  data to the new server platform ARS 7.x (*can we
 use Remedy Migrator to import application  data? which Remedy Migrator
 version?*)

 *(B) Can we use SLM 7.002 with HD 6.x application to define service
 targets? Are there any issues?*

 Please let us know any ideas or anything we may have to plan for before
 getting started.

 Thanks  Regards,
 Prashant









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ARS 6.001(HD 5.0) to ARS 7.01 platform upgrade

2009-01-03 Thread Prashant Patil 
Dear All,

We are currently planning a platform upgrade from ARS 6.00.1 to ARS 7.01

*ARS 6.x Server Config*
Windows 2K - ARS Engine 6.00.01 patch 1420
Oracle 9.0.1.0.0
Helpdesk 5.0 (customized)


*ARS 7.001 Server Config* (already setup)
Windows 2K - ARS Engine 7.0.01 patch 002
Oracle 10gR2
SLM 7.0.0.2

We have a development server same as the ARS 7.001 server config.

*(A) How do we go about migrating HD 5.0 application  data to the new
platform?*
we thought of doing it as follows. Any feedback would be highly appreciated.
1) Setup development environment same as ARS 6.x server config
2) Install Helpdesk 5.0, import data (*can we use Remedy Migrator to import
application  data from old server? which Remedy Migrator version?*)
3) Upgrade HD 5.x to HD 6
4) Upgrade ARS Engine from 6.x to 7.001
5) Now migrate HD 6 app  data to the new server platform ARS 7.x (*can we
use **Remedy **Migrator to import application  data? which **Remedy
Migrator **version?*)

*(B) Can we use SLM 7.002 with HD 6.x application to define service targets?
Are there any issues?*

Please let us know any ideas or anything we may have to plan for before
getting started.

Thanks  Regards,
Prashant

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Increasing Operational categorization - Summary data length

2008-06-22 Thread Prashant Patil 
Dear All,

While adding operational categorizations and summaries I am facing errors as
below regarding data length.

ARERR [306] Value does not fall within the limits specified for the field :
(Maximum length - 60) :  Categorization Tier 3

I noticed that these fields are global. Can I increase the data length size
or will this change in data length create problems on other forms such as
HPD:Helpdesk etc?

Config:
Solaris ARS 7.1
Oracle 10gR2
ServiceDesk 7.0.02


Thanks.

Regards,
Prashant

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Re: Increasing Operational categorization - Summary data length

2008-06-22 Thread Prashant Patil 
Hi Roger,

But since the fields are global doesnt the modified data length reflect on
other forms also. Correct me if I am wrong.

Thanks
Prashant

On Sun, Jun 22, 2008 at 8:30 PM, Roger Justice [EMAIL PROTECTED] wrote:

 ** You have 2 choices, keep your tier 1,2,3 to 60 characters or less or
 find every form that uses the Operational Categorizations and increase the
 field lenght.



 -Original Message-
 From: Prashant Patil [EMAIL PROTECTED]
 To: arslist@ARSLIST.ORG
 Sent: Sun, 22 Jun 2008 12:22 pm
 Subject: Increasing Operational categorization - Summary data length

 ** Dear All,

 While adding operational categorizations and summaries I am facing errors
 as below regarding data length.

 ARERR [306] Value does not fall within the limits specified for the field
 :  (Maximum length - 60) :  Categorization Tier 3

 I noticed that these fields are global. Can I increase the data length size
 or will this change in data length create problems on other forms such as
 HPD:Helpdesk etc?

 Config:
 Solaris ARS 7.1
 Oracle 10gR2
 ServiceDesk 7.0.02


 Thanks.

 Regards,
 Prashant


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Re: Business Objects XI - Solaris MidTier integration issues - RESOLVED

2008-05-28 Thread Prashant Patil 
Hi All,

My problem is solved. I am able to see reports on the web. The problem was
in ARWebReportViewer configuration - AR System ODBC Date Source Connection.
During installation of this application on BO server I had given a custom
datasource name. But now I changed it to match the standard name given in
Windows ODBC drivers list - AR System ODBC Data Source

Regards,
Prashant


On Sun, May 25, 2008 at 2:33 PM, Prashant Patil [EMAIL PROTECTED] wrote:

 Dear All,


 I am in the process of configuring ARS web reporting – using ARS7.1 with
 Business Objects XI. At the current stage I am facing the following error:
 Failed to process the request!! An unexpected error has occurred 
 com.crystaldecisions.sdk.exception.SDKException$Unexpected:
 An unexpected error has occurred cause:java.io.IOException: CreateProcess:
 C:\Program Files\Business Objects\BusinessObjects Enterprise
 11\win32_x86\plugins\desktop\CrystalEnterprise.Report\ReportAdd.exe -report
 C:\Program Files\AR
 System\ARWebReportViewerITSM\reports\m11c23c11b16\4461F84D76B2DA56A269A03CB0FA2257\HPD5fOpenIncidents5fbyDaysActive.rpt
 -newrpt -discard -version 1100 -thumbnail -outfile -token
 [EMAIL PROTECTED]NLViXgJYC;H?L[EMAIL PROTECTED]
 \MO40NLViXgJYC;H?L[EMAIL PROTECTED]



 I am sure I am missing something related to defining paths. I appreciate
 all the help as I am struggling to get web reports to work. I have gone
 through a post by William Rentfrow (
 http://www.nabble.com/Re%3A-boxi-crystal-report-location---Longish-response-tt15828219.html)
 but am confused about the path settings



 Our configuration and steps done are:



 1 - Solaris AR Server 7.1  MidTier 7.0.01

 1 – Business Objects XI Windows box running IIS 6

  I need to get mid-tier solaris box(es) to display Crystal Reports on the
 web.

 (A) Configure Business Objects XI Server

 1) Installed Java SDK 1.5.0_12

 2) Installed Tomcat 5.5.23

 3) Installed Apache Tomcat IIS Redirector 1.2.14.0

 4) Restart IIS Admin Service

 5) Checked Apache homepage (http://BO-server-name:8080) – OK

 6) Installed the ARWebReportViewer.

 7) Checked ARReports link (
 http://BO-server-name:8080/arreports/shared/config/configreport.jsp) - OK



 (B) Configure Report Settings on Solaris MidTier

 1) Crystal/BO Report Engine Deployment - BOXI/Crystal Reports Server XI on
 a different machine without a mid tier

 2) Reporting Working Directory - /apps/remedyitsm/mid-tier/reports (local
 folder on MidTier server)

 3) BOXI/Crystal Report Server 11 Location - http://BO-server-name:8080



 (C) Update Crystal entry in Report Type form using User Tool

 Old Entry value – Crystal10URL=$CRTLOC$/arreports/…..

 Updated to – Crystal10URL= http://BO-server-name:8080/arreports/…..;


 (D) Configure Report Settings in ARWebReportViewer application on BO server

 1) Reporting Working Directory* - C:\Program Files\AR
 System\ARWebReportViewerITSM\reports

 2) CMS Machine Name* - BO-server-name

 3) CMS Machine Connection Details –

 Chose Business Objects Enterprise XI

 AR System ODBC Data Source Name - ARSITSM

 CMS Folder Name - ARReports
 CMS User Name  Pwd – Used same access details after
 testing with BO URL  -
 http://BO-server-name/businessobjects/enterprise115/InfoView/logon.aspx




 Thanks.

 Regards,
 Prashant


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Business Objects XI - Solaris MidTier integration issues

2008-05-25 Thread Prashant Patil 
Dear All,


I am in the process of configuring ARS web reporting – using ARS7.1 with
Business Objects XI. At the current stage I am facing the following error:
Failed to process the request!! An unexpected error has occurred
com.crystaldecisions.sdk.exception.SDKException$Unexpected:
An unexpected error has occurred cause:java.io.IOException: CreateProcess:
C:\Program Files\Business Objects\BusinessObjects Enterprise
11\win32_x86\plugins\desktop\CrystalEnterprise.Report\ReportAdd.exe -report
C:\Program Files\AR
System\ARWebReportViewerITSM\reports\m11c23c11b16\4461F84D76B2DA56A269A03CB0FA2257\HPD5fOpenIncidents5fbyDaysActive.rpt
-newrpt -discard -version 1100 -thumbnail -outfile -token
[EMAIL PROTECTED]NLViXgJYC;H?L[EMAIL PROTECTED]
\MO40NLViXgJYC;H?L[EMAIL PROTECTED]



I am sure I am missing something related to defining paths. I appreciate all
the help as I am struggling to get web reports to work. I have gone through
a post by William Rentfrow (
http://www.nabble.com/Re%3A-boxi-crystal-report-location---Longish-response-tt15828219.html)
but am confused about the path settings



Our configuration and steps done are:



1 - Solaris AR Server 7.1  MidTier 7.0.01

1 – Business Objects XI Windows box running IIS 6

 I need to get mid-tier solaris box(es) to display Crystal Reports on the
web.

(A) Configure Business Objects XI Server

1) Installed Java SDK 1.5.0_12

2) Installed Tomcat 5.5.23

3) Installed Apache Tomcat IIS Redirector 1.2.14.0

4) Restart IIS Admin Service

5) Checked Apache homepage (http://BO-server-name:8080) – OK

6) Installed the ARWebReportViewer.

7) Checked ARReports link (
http://BO-server-name:8080/arreports/shared/config/configreport.jsp) - OK



(B) Configure Report Settings on Solaris MidTier

1) Crystal/BO Report Engine Deployment - BOXI/Crystal Reports Server XI on a
different machine without a mid tier

2) Reporting Working Directory - /apps/remedyitsm/mid-tier/reports (local
folder on MidTier server)

3) BOXI/Crystal Report Server 11 Location - http://BO-server-name:8080



(C) Update Crystal entry in Report Type form using User Tool

Old Entry value – Crystal10URL=$CRTLOC$/arreports/…..

Updated to – Crystal10URL= http://BO-server-name:8080/arreports/…..;


(D) Configure Report Settings in ARWebReportViewer application on BO server

1) Reporting Working Directory* - C:\Program Files\AR
System\ARWebReportViewerITSM\reports

2) CMS Machine Name* - BO-server-name

3) CMS Machine Connection Details –

Chose Business Objects Enterprise XI

AR System ODBC Data Source Name - ARSITSM

CMS Folder Name - ARReports
CMS User Name  Pwd – Used same access details after testing
with BO URL  -
http://BO-server-name/businessobjects/enterprise115/InfoView/logon.aspx




Thanks.

Regards,
Prashant

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Re: Business Objects XI - Solaris MidTier integration issues

2008-05-25 Thread Prashant Patil 
Dear All,

Just an update on the problem: I am getting a different error now.

Regarding step (C) I have changed the values back to the original and the
error Failed to process request is gone now.

However once Run Report is clicked I get the screen to enter report title
and sub-title. Here when I click OK it is giving the following error :(
*
Error
Failed to open the connection. Failed to open the connection.
C:\WINDOWS\TEMP\{FF156FD4-60BD-4BC2-B8AA-ABFFDAFEBC96}.rpt  *


Anybody have any ideas what could be the problem?


Thanks.

Regards,
Prashant





On Sun, May 25, 2008 at 2:33 PM, Prashant Patil [EMAIL PROTECTED] wrote:

 Dear All,


 I am in the process of configuring ARS web reporting – using ARS7.1 with
 Business Objects XI. At the current stage I am facing the following error:
 Failed to process the request!! An unexpected error has occurred 
 com.crystaldecisions.sdk.exception.SDKException$Unexpected:
 An unexpected error has occurred cause:java.io.IOException: CreateProcess:
 C:\Program Files\Business Objects\BusinessObjects Enterprise
 11\win32_x86\plugins\desktop\CrystalEnterprise.Report\ReportAdd.exe -report
 C:\Program Files\AR
 System\ARWebReportViewerITSM\reports\m11c23c11b16\4461F84D76B2DA56A269A03CB0FA2257\HPD5fOpenIncidents5fbyDaysActive.rpt
 -newrpt -discard -version 1100 -thumbnail -outfile -token
 [EMAIL PROTECTED]NLViXgJYC;H?L[EMAIL PROTECTED]
 \MO40NLViXgJYC;H?L[EMAIL PROTECTED]



 I am sure I am missing something related to defining paths. I appreciate
 all the help as I am struggling to get web reports to work. I have gone
 through a post by William Rentfrow (
 http://www.nabble.com/Re%3A-boxi-crystal-report-location---Longish-response-tt15828219.html)
 but am confused about the path settings



 Our configuration and steps done are:



 1 - Solaris AR Server 7.1  MidTier 7.0.01

 1 – Business Objects XI Windows box running IIS 6

  I need to get mid-tier solaris box(es) to display Crystal Reports on the
 web.

 (A) Configure Business Objects XI Server

 1) Installed Java SDK 1.5.0_12

 2) Installed Tomcat 5.5.23

 3) Installed Apache Tomcat IIS Redirector 1.2.14.0

 4) Restart IIS Admin Service

 5) Checked Apache homepage (http://BO-server-name:8080) – OK

 6) Installed the ARWebReportViewer.

 7) Checked ARReports link (
 http://BO-server-name:8080/arreports/shared/config/configreport.jsp) - OK



 (B) Configure Report Settings on Solaris MidTier

 1) Crystal/BO Report Engine Deployment - BOXI/Crystal Reports Server XI on
 a different machine without a mid tier

 2) Reporting Working Directory - /apps/remedyitsm/mid-tier/reports (local
 folder on MidTier server)

 3) BOXI/Crystal Report Server 11 Location - http://BO-server-name:8080



 (C) Update Crystal entry in Report Type form using User Tool

 Old Entry value – Crystal10URL=$CRTLOC$/arreports/…..

 Updated to – Crystal10URL= http://BO-server-name:8080/arreports/…..;


 (D) Configure Report Settings in ARWebReportViewer application on BO server

 1) Reporting Working Directory* - C:\Program Files\AR
 System\ARWebReportViewerITSM\reports

 2) CMS Machine Name* - BO-server-name

 3) CMS Machine Connection Details –

 Chose Business Objects Enterprise XI

 AR System ODBC Data Source Name - ARSITSM

 CMS Folder Name - ARReports
 CMS User Name  Pwd – Used same access details after
 testing with BO URL  -
 http://BO-server-name/businessobjects/enterprise115/InfoView/logon.aspx




 Thanks.

 Regards,
 Prashant


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SLM - PenaltyRewards form errors

2008-05-16 Thread Prashant Patil 
 in definition for an active link (ARERR 399)
   SLM:Share:OnCloseBtn

390600 : Form does not exist on server (ARERR 303)

390600 : Error in definition for an active link (ARERR 399)
   SLM:Share:OnCloseConfirmCallGuide

390600 : Form does not exist on server (ARERR 303)

390600 : Error in definition for an active link (ARERR 399)
   SLM:Share:OnCloseResetFlag

390600 : Form does not exist on server (ARERR 303)

390600 : Error in definition for an active link (ARERR 399)
   SLM:PenaltyReward:OnDisplay:GetRecord

390600 : Error in definition for an active link (ARERR 399)
   SLM:PenaltyReward:OnDisplay:GetRecord

390600 : Form does not exist on server (ARERR 303)

390600 : Error in definition for an active link (ARERR 399)
   SLM:PenaltyReward:OnDisplay:SetFrequency

390600 : Error in definition for an active link (ARERR 399)
   SLM:PenaltyReward:OnDisplay:SetFrequency

390600 : Form does not exist on server (ARERR 303)

390600 : Error in definition for an active link (ARERR 399)
   SLM:PenaltyReward:Save

390600 : Error in definition for an active link (ARERR 399)
   SLM:PenaltyReward:Save
Action Request System initialization is complete.




Regards,
Prashant





On Mon, May 12, 2008 at 3:57 PM, Jeff Maher [EMAIL PROTECTED] wrote:

 **



 Is there anything in arerror.log when the server starts up?



 We had an issue with SLM where one of the patches added a 'French' view to
 SLM:PenaltyRewards, and that caused problems until the view was deleted,
 including the error you are seeing when generating the application list on
 the home page.







 *From:* Action Request System discussion list(ARSList) [mailto:
 [EMAIL PROTECTED] *On Behalf Of *Prashant Patil
 *Sent:* Monday, May 12, 2008 7:23 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Group corruption problem after ARS7.1 patch2  SLM installation



 ** Dear All,


 Config:
 OS - Solaris10
 DB - Oracle 10gR2
 ARS 7.1 patch002
 ServiceDesk 7.0.02

  I am facing problems with Administartor and Sub Administrator Remedy
 groups. Whenever I login with Demo or appadmin I am receiving error:



 Error generating application list field content. (ARERR 1900)



 The system is basically unable to generate an application list for this
 user.



 If Administrator group permission is removed for Demo then not receiving
 any error, but I dont see any links on homepage either. The same is
 happening with appadmin user. I have to explicitly find  open the required
 app config forms



 If I create a new fixed user and give Administrator or Sub Administrator
 group permissions to it then on login I am getting same error. I suppose
 these groups have got corrupted!!!



 The last change done on the system was installation of ARS 7.1 patch 002
 and then SLM 7.0.03.





 Appreciate any help as I am facing problems with the superuser.


 Regards,
 Prashant

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Group corruption problem after ARS7.1 patch2 SLM installation

2008-05-12 Thread Prashant Patil 
Dear All,

Config:
OS - Solaris10
DB - Oracle 10gR2
ARS 7.1 patch002
ServiceDesk 7.0.02


I am facing problems with Administartor and Sub Administrator Remedy
groups. Whenever I login with Demo or appadmin I am receiving error:

Error generating application list field content. (ARERR 1900)

The system is basically unable to generate an application list for this
user.

If Administrator group permission is removed for Demo then not receiving
any error, but I dont see any links on homepage either. The same is
happening with appadmin user. I have to explicitly find  open the required
app config forms

If I create a new fixed user and give Administrator or Sub Administrator
group permissions to it then on login I am getting same error. I suppose
these groups have got corrupted!!!

The last change done on the system was installation of ARS 7.1 patch 002 and
then SLM 7.0.03.


Appreciate any help as I am facing problems with the superuser.

Regards,
Prashant

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Re: Explicitly Invalidate Remedy Session

2008-04-14 Thread Prashant Patil 
Dear All,

Let me explain the problem again:

We have a corporate portal. The user logs into the corporate portal. He
clicks on a link for Remedy and we pass the username and password in the url
and the user accesses remedy to register trouble tickets etc. Hence the
login is transparent to users. The portal is based on frames and remedy
opens in the content frame.

When the user performs a portal logout in this window where Remedy is open
in a frame, we call the logout http://server/arsys/shared/logoutservlet.
This kills the Remedy session and works perfectly.

This url works perfectly if the portal logout is being performed from the
main portal window where remedy is in the content frame. However if during
his interaction on the portal if the user clicks on a link which opens
another portal window and he logs out from this second portal window, we
again call the logout servlet.* But it does not kill the remedy session in
the main portal window. *

Is there a way where we can kill the user's remedy session from any of the
open portal windows?

Most clients want the corporate portal to be an access point for all
application and users. Putting Remedy on the portal is a major security
concern for any corporate if we are unable to kill the session
I appreciate all the help as there integrations on hold due to this problem.

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Re: Explicitly Invalidate Remedy Session

2008-03-18 Thread Prashant Patil 
Hi Carey,

Using LogoutServlet I did the following test. Our portal has this scenario
as explained below for performing remedy logout process.

Browser 1 (Main portal window) - Click on remedy link which will perform
transparent login and show remedy form to user.

Browser 2 (child portal window) - User clicks on portal logout link. Portal
logout process steps are :
a) Perform logout for remedy user (by calling logout servlet)
b) logout user from portal.

Result : Remedy session will still remain active for that user.

How can i be sure that user logout has been performed for that user.


Thanks
Prashant




On Mon, Mar 17, 2008 at 2:30 PM, Carey Matthew Black [EMAIL PROTECTED]
wrote:

 Prashant,

 This is the wrong URL. http://server/arsys/shared/logout.jsp
 That jsp is just the ok, we are done with the logout process... now
 what do we show the user? output file.

 You need to make a call to the LogoutServlet. You can pass it a goto
 value of the logout.jsp, or any other file you want to.

 See BasicGuide-630.2006.05.09.pdf pages 452 and 453 for details.
   http://server/arsys/servlet/LoginServlet

 Keep in mind that this may not totally free the users session, but it
 will at least have a shot at not requiring a one hour timeout.

 --
 Carey Matthew Black
 Remedy Skilled Professional (RSP)
 ARS = Action Request System(Remedy)

 Love, then teach
 Solution = People + Process + Tools
 Fast, Accurate, Cheap Pick two.



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Explicitly Invalidate Remedy Session

2008-03-17 Thread Prashant Patil 
Hi All,

We have a corporate portal where the users perform login and have access to
the remedy system to register trouble tickets etc. The portal is based on
frames and remedy opens in the content frame.

Now the situation is whenever the user performs portal logout we need to
make sure to kill the user's remedy session.

To achieve this we are calling the url:
http://server/arsys/shared/logout.jsp

This url works perfectly if the portal logout is being performed from the
main portal window where remedy is in the content frame.Please note that at
the time of portal logout the user might be on a new browser window of the
portal. The url does not work if we call it from any new browser window of
the portal.

Is there a way where we can kill the user's remedy session from any of the
open portal windows?
Thanks

Prashant

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Re: Explicitly Invalidate Remedy Session

2008-03-17 Thread Prashant Patil 
Hi Thivagar,

You can do that with the url format:

http://server/arsys/servlet/LoginServlet?server=serverusername=usernamepwd=pwdgoto=/arsys/forms/server/form_name


Regards,
Prashant




On Mon, Mar 17, 2008 at 9:21 AM, Thivagar Sankaran 
[EMAIL PROTECTED] wrote:

 **

 Hi Prashant,



 Could you please share the methods used to achieve remedy login inside the
 corporate portal?



 Thanks  Regards,

 Thivagar Sankaran

 ITIL Foundation – Certified

 ARS Remedy 6.3
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 *From:* Action Request System discussion list(ARSList) [mailto:
 [EMAIL PROTECTED] *On Behalf Of *Prashant Patil
 *Sent:* Monday, March 17, 2008 11:35 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Explicitly Invalidate Remedy Session



 **

 Hi All,

 We have a corporate portal where the users perform login and have access
 to the remedy system to register trouble tickets etc. The portal is based on
 frames and remedy opens in the content frame.

 Now the situation is whenever the user performs portal logout we need to
 make sure to kill the user's remedy session.

 To achieve this we are calling the url:
 http://server/arsys/shared/logout.jsp

 This url works perfectly if the portal logout is being performed from the
 main portal window where remedy is in the content frame.Please note that
 at the time of portal logout the user might be on a new browser window of
 the portal. The url does not work if we call it from any new browser window
 of the portal.

 Is there a way where we can kill the user's remedy session from any of the
 open portal windows?

 Thanks

 Prashant





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Re: Explicitly Invalidate Remedy Session

2008-03-17 Thread Prashant Patil 
Thivagar,

If the username and password are correct it wont ask for login and will be
redirected to the specified form. Well we do not have SSO implemented!


Regards,
Prashant


On Mon, Mar 17, 2008 at 9:56 AM, Thivagar Sankaran 
[EMAIL PROTECTED] wrote:

 **

 Thanks Prashant,

 Will it ask for login? Do you have SSO implemented?

 If yes, could you please share me the documents if any?



 Regards,

 Thivagar Sankaran

 ITIL Foundation – Certified

 ARS Remedy 6.3





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ARServer Virtualized Environment Capacity

2008-03-13 Thread Prashant Patil 
Hi All,

I am planning for a server to be used as a VMWare for ARSystem and simulate
a ARSystem environment where the database, ARSystem application, Mid-tier
will be running on 3 separate OSes (all windows)

hardware config:
Quad Core Intel(R) Xeon(R) X3220, 2x4M Cache, 2.40GHz,1066MHz FSB
8GB DDR2 RAM, 160 GB HDD

I would like to know if the current hardware configuration will be enough to
simulate the above ARSystem setup.


Thanks  Regards,
Prashant

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ARS 7.1 API - java.lang.UnsatisfiedLinkError: ARInitialization

2008-03-03 Thread Prashant Patil 
 Hi All,

I am trying to use ARS 7.1 API on windows platform - development.

Win2K 2003
MS SQL 2000
Tomcat Servlet engine 5.5
ARS 7.1

I have already set following environment variables:

classpath - C:\Program Files\AR System\myserver\arapi71.jar;

path - C:\Program Files\AR System\myserver\ARServer\Api\lib


I have created a netbeans web project, added the lib files accordingly (all
the jar files ). When i deploy it to tomcat engine and browse my application
URL, it gives the error:

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

*root cause*
java.lang.UnsatisfiedLinkError: ARInitialization
com.bmc.arsys.api.Proxy.ARInitialization(Native Method)
com.bmc.arsys.api.Proxy.init(Unknown Source)
com.bmc.arsys.api.ProxyJRpcBase.init(Unknown Source)
com.bmc.arsys.api.ProxyJRpc.init(Unknown Source)
com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source)
com.bmc.arsys.api.ProxyPool.get(Unknown Source)
com.bmc.arsys.api.PoolingProxyManager.getProxy(Unknown Source)
com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
com.bmc.arsys.api.ARServerUser.login(Unknown Source)
co.brch.cs.ctcdev.getPwd(ctcdev.java:71)
co.brch.cs.ctcdev.processRequest(ctcdev.java:45)
co.brch.cs.ctcdev.doGet(ctcdev.java:108)
javax.servlet.http.HttpServlet.service(HttpServlet.java:690)
javax.servlet.http.HttpServlet.service(HttpServlet.java:803)

*note* *The full stack trace of the root cause is available in the Apache
Tomcat/5.5.23 logs.*


-



I checked the tomcat logs - stdout_20080303.log
---
- Trying to load configuration arsys_api.xml
- Could not load optional configuration arsys_api.xml
- Trying to load configuration default.xml
- constructor(arcatalog)
- Trying to load configuration arsys_api.xml
- Could not load optional configuration arsys_api.xml
- Trying to load configuration default.xml
- Connects to ARServer prashant through [EMAIL PROTECTED]
- Api source is identified as: AP24754706yVXKRwqOsAAAKQAA
log4j:WARN No appenders could be found for logger (
org.apache.commons.digester.Digester.sax).
log4j:WARN Please initialize the log4j system properly.


It must be a simple path issue but I am unable to figure it out. Please help
as I am really under a pressure to meet a deadline.


Thanks,

Prashant

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Re: Check ARS services from Unix shell script

2008-02-11 Thread Prashant Patil 
Hi All,


Thanks alot for on all the inputs.

Prashant




On Feb 4, 2008 11:55 PM, Wallace, Kelvin [EMAIL PROTECTED] wrote:

 **

 Prashant,



 I have a script I call remstat which is shown below.  It allows you to
 quickly see all of the Remedy processes you wish to monitor.  You may need
 to tweak it for your needs…



 echo Tomcat - Remedy Mid-Tier - Web 

 ps -ef | grep tomcat

 echo

 echo AR Server Daemon --

 ps -ef | grep arserverd

 echo

 echo AR Monitor 

 ps -ef | grep armonitor

 echo

 echo AR Plug-in Server -

 ps -ef | grep arplugin

 echo

 echo AR Assignment Engine --

 ps -ef | grep apsvcae

 echo

 echo AR Application Dispatcher -

 ps -ef | grep arsvcdsp

 echo

 echo AR Fork Daemon 

 ps -ef | grep arforkd

 echo

 echo CMDB Engine ---

 ps -ef | grep cmdbd

 echo

 echo Reconciliation Engine -

 ps -ef | grep arrecond

 echo

 echo AR Flashboards 

 ps -ef | grep flashboard

 echo

 echo AR E-mail Engine --

 ps -ef | grep AREmail

 echo



 Hope this is helpful.



 Kelvin


  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 [EMAIL PROTECTED] *On Behalf Of *Prashant Patil
 *Sent:* Sunday, February 03, 2008 1:48 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Check ARS services from Unix shell script



 **

 Dear All,

 I have a query regarding ARSystem services on a unix server.

 I have a requirement wherein the remedy database needs to be shutdown for
 a particular task. I have a shell script in place for this. It does the
 following:

 1) The shell script shuts down ARS services, checks for the message:
 Action Request System shutdown process complete

 2) Shuts down the DB, performs the task and restarts the DB.

 3) Once the DB is up, ARS services is started and checks the message:
 Action Request System initialization is complete.

 I am not sure if the above steps are an efficient way to detect ARS
 services. Is there a better way of checking ARS services from within a shell
 script?

 Thanks,

 Prashant





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Can ARSystem database - invalid views be deleted?

2008-02-11 Thread Prashant Patil 
Hi All,

Solaris 5.10
Oracle 10.2
ARSystem 7.1
ServiceDesk 7

In the ARSystem database I can see some 100 views with status INVALID. The
Created and Last_ddl_time have exactly the same date/time.

Is it ok to delete these invalid views?

Is it possible that some remedy workflow has not been activated and later
may be required?

There is an audit being carried out and we have been informed that invalid
views should not exist in the db!

Please advise.

Example entries are:

   OWNER OBJECT_NAME OBJECT_TYPE CREATED LAST_DDL_TIME STATUS  ARADMIN
CFG_SERVICE_CATALOG_LOOKUP VIEW 01/10/2008 14:26:20 01/10/2008 14:26:20
INVALID  ARADMIN B672 VIEW 01/10/2008 14:26:20 01/10/2008 14:26:20 INVALID
ARADMIN BMC_CORE_BMC_RACK VIEW 11/29/2007 10:16:20 11/29/2007 10:16:20
INVALID

Thanks,

Prashant

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Check ARS services from Unix shell script

2008-02-02 Thread Prashant Patil 
Dear All,

I have a query regarding ARSystem services on a unix server.

I have a requirement wherein the remedy database needs to be shutdown for a
particular task. I have a shell script in place for this. It does the
following:

1) The shell script shuts down ARS services, checks for the message:
Action Request System shutdown process complete

2) Shuts down the DB, performs the task and restarts the DB.

3) Once the DB is up, ARS services is started and checks the message:
Action Request System initialization is complete.

I am not sure if the above steps are an efficient way to detect ARS
services. Is there a better way of checking ARS services from within a shell
script?
Thanks,

Prashant

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Changing Login Names

2007-09-09 Thread Prashant Patil 
Dear friends,

There is a requirement with one of our clients to change their login names.
They were earlier using LDAP iPlanet email server for authentication and now
they are moving to LDAP Active Directory.

Please advice on what steps to take on changing all the login names in the
system. Client is using ARS 6.0.1, HD 5.6 with Oracle 9iR2 on Solaris 8.



Thanks and regards,

Prashant

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Re: Fields that are in Crystal report,are not visible when I run the report through AR User.

2007-09-06 Thread Prashant Patil 
Preeti,

One my clients is facing the same problem.

Make sure you have checked Use ODBC Underscores in
Tools-Options-Advanced tab.

It may be the cause if its unchecked.

In my case I can see the report perfectly on the server - user tool but on
the clients - user tool some columns are missing.

Any ideas what may be the cause???


Thanks in advance.

Prashant

On 9/6/07, Riya_D [EMAIL PROTECTED] wrote:

 Fields (of AR User form) that are in Crystal report,are not visible when I
 run the report through AR User.

 Field(column) are visible when I run the Crystal report directly.But when
 I
 run the same Report through AR User tool some columns are not visible.
 --
 View this message in context:
 http://www.nabble.com/Fields-that-are-in-Crystal-report%2Care-not-visible-when-I-run-the-report-through-AR-User.-tf4389793.html#a12515886
 Sent from the ARS (Action Request System) mailing list archive at
 Nabble.com.


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Re: Fields that are in Crystal report,are not visible when I run the report through AR User.

2007-09-06 Thread Prashant Patil 
Try reinstalling the user tool again and see what happens



On 9/6/07, Riya_D [EMAIL PROTECTED] wrote:

 The ODBC Use Underscores check box is checked in AR User tool.Still the
 columns are not visible.


 remedy26 wrote:
 
  Preeti,
 
  One my clients is facing the same problem.
 
  Make sure you have checked Use ODBC Underscores in
  Tools-Options-Advanced tab.
 
  It may be the cause if its unchecked.
 
  In my case I can see the report perfectly on the server - user tool but
 on
  the clients - user tool some columns are missing.
 
  Any ideas what may be the cause???
 
 
  Thanks in advance.
 
  Prashant
 
  On 9/6/07, Riya_D [EMAIL PROTECTED] wrote:
 
  Fields (of AR User form) that are in Crystal report,are not visible
 when
  I
  run the report through AR User.
 
  Field(column) are visible when I run the Crystal report directly.Butwhen
  I
  run the same Report through AR User tool some columns are not visible.
  --
  View this message in context:
 
 http://www.nabble.com/Fields-that-are-in-Crystal-report%2Care-not-visible-when-I-run-the-report-through-AR-User.-tf4389793.html#a12515886
  Sent from the ARS (Action Request System) mailing list archive at
  Nabble.com.
 
 
 
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 --
 View this message in context:
 http://www.nabble.com/Fields-that-are-in-Crystal-report%2Care-not-visible-when-I-run-the-report-through-AR-User.-tf4389793.html#a12516703
 Sent from the ARS (Action Request System) mailing list archive at
 Nabble.com.


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ARERR [9130 ] An exception occurred from the WebService class : Internal Error

2007-08-15 Thread Prashant Patil 
Hi List,

I am trying to consume a webservice from TIBCO but I am receiving the
following error:

*ARERR* [*9130 *] An *exception* *occurred* *from* the *WebService*
*class*: Internal Error

Inputs  Outputs are all strings.

Environments
  ARS 7.0.01
  Windows 2003 server
  JDK 1.4.07

I found a post by someone facing the same problem but no solution posted.

Link :
http://www.nabble.com/Error-while-consuming-webservice-%2CARERR-9130.-t3279771.html#a9121949

Has anybody come across this error? or any pointers??? Remedy to Remedy
webservice is working fine.

Thanks in advance
Prashant

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Job Opportunity for Remedy Developer - Middle East

2007-07-08 Thread Prashant Patil 

Job Description:
---
Skilled (mid) Remedy Developers to join a large global enterprise - BMC
elite partner in the Middle East. Must be able to execute projects from
development, QA testing and deployment and support.


Minimum Qualifications:
---
2+ years experience as a Remedy Developer preferably on a large scale.
Experience with ARS/Mid-Tier version 7.x preferred, v. 6 would be the
minimum.
24x7 coverage of the system.
Extremely skilled at multi-tasking and working in a fast-paced environment.
Proven experience developing and customizing Remedy ARS applications.
Skilled with Crystal Reports.
Excellent customer service and customer support background.
Excellent troubleshooting skills.
Strong written and verbal communication skills.
Able to respond to frequent pressure to meet deadlines.
Able to work effectively as part of a team and with minimal supervision.
Experience with integrations is a plus.
Experience with Remedy's Customer Support application is a plus.

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Job Opportunity for Remedy Developer - Middle East

2007-07-08 Thread Prashant Patil 

Job Description:

Skilled (mid) Remedy Developers to join a large global enterprise - BMC
elite partner in the Middle East. Must be able to excute projects from
development, QA testing and deployment and support.


Minimum Qualifications:
---
1+ years experience as a Remedy Developer preferably on a large scale.
Experience with ARS/Mid-Tier version 7.x preferred, v. 6 would be the
minimum.
24x7 coverage of the system.
Extremely skilled at multi-tasking and working in a fast-paced environment.
Proven experience developing and customizing Remedy ARS applications.
Skilled with Crystal Reports.
Excellent customer service and customer support background.
Excellent troubleshooting skills.
Strong written and verbal communication skills.
Able to respond to frequent pressure to meet deadlines.
Able to work effectively as part of a team and with minimal supervision.
Experience with integrations is a plus.
Experience with Remedy's Customer Support application is a plus.

Please send resumes to [EMAIL PROTECTED]

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