Re: Archival Checkpoint
Sweety, From Server Information --Server Event tab you can enable event for Archive. Check the Archive Checkbox. One This Is enabled and after first run open Server Event Form and Search for Event Type 14 You will find Entry for the Form on which Archive is enabled. Event Type=14 Event Cause=2 Event Details1= Schema Name Event Detail 2= (Example 78 of 80) meaning 80 qualifying record 78 successfully processed Event Date=Archive Run Date and Time ( this will give you the time when last record was archived so you can calculate run time by subtracting archive start time ) Submitter=AR_ARCHIVER Ravi Rai On Wed, Jul 2, 2014 at 6:02 PM, Sweety sweetykhann...@gmail.com wrote: Hi List, I have enabled archiving and records are getting archived but how can I see if archuval is running through the logs or any form like when we update data from data wizard console? How can I check how many records archived and how many failed? If some records failed then why did they fail? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: FTS Issue - While creating a relationship within any application(IM,PM.....), the relationship search is not having the value for the Title and ID column in the search table.
Abhishek,What is ARS version? Check the FTS properties of Field 100161 on HPD:Help DeskFull text MFS Category Name= ArticleidIndex FOR FTS=MFS Only Index for MFS=FalseSTRIP Tag for FTS=FALSELiteral FTS Index =FALSE After Setting this properties re index Incident module Ravi Rai Date: Fri, 6 Jun 2014 05:59:23 -0400 From: abhi.masc...@gmail.com Subject: FTS Issue - While creating a relationship within any application(IM,PM.), the relationship search is not having the value for the Title and ID column in the search table. To: arslist@ARSLIST.ORG ** Hi Team, While creating a relationship from any incident to another incident the incident relationship search is taking place. And it is retrieving the matched records but the ID and Title column in the table is not having any value in it. FTS.jpg Any needful suggestion will be highly appreciated. Regards, Abhishek A _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: List is Hours Behind
Looks like something is wrong I was unsubscribed by the system suggesting Delivery is failing on my mail id Subscribed again today morning and this is the first mail i have seen Thanks Ravi Rai Date: Fri, 2 May 2014 19:08:07 + From: michelle.luc...@bankofamerica.com Subject: List is Hours Behind To: arslist@ARSLIST.ORG ** Hey, Dan: I’ve noticed that some items that were sent to the list yesterday didn’t show up until today. Is this the case for everyone? Michelle This message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at http://www.bankofamerica.com/emaildisclaimer. If you are not the intended recipient, please delete this message. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Change Approvals not working properly...
Check white Paper Configuring BMC Remedy Approval Server with a separate Plug- in Server instanceThis is applicable for ARserver 8 Thanks Ravi Rai Date: Thu, 3 Apr 2014 17:19:52 + From: wrentf...@stratacominc.com Subject: Re: Change Approvals not working properly... To: arslist@ARSLIST.ORG You also should check and see if your server threads are overloaded for the thread the approval server is using. We had problems with the approval server and then moved it to a private queue and that helped a lot. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hristo Ninov Sent: Thursday, April 03, 2014 7:42 AM To: arslist@ARSLIST.ORG Subject: Re: Change Approvals not working properly... Hi Suresh, You say that issue appears after change approval process. This means that you can simulate the issue every time so logging can provide information. In that case could you make following logs: - approval log set to most detailed information - filter+api+sql log. Do you have any pending records in Application Pending form? I've seen similar issues related to wrong approval process. Additional: signal/exception issue usually means that a thread had died. I see that thread was 390635 - standard List thread. There is also an option that Approval Server to run on its own specific thread - Setting this thread can say for sure that the issue comes from approval server. You can get more information by switching on thread log + adding Copy-Cache-Logging:T in ar.cfg file. Best Regards, Hristo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years - No virus found in this message. Checked by AVG - www.avg.com Version: 2014.0.4355 / Virus Database: 3722/7292 - Release Date: 04/03/14 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: List Menu Functionality
Sometime this is very annoying as after every letter you type it wait for some time and comes back with suggestion. In 8.x Auto complete property is there which says Auto complete after Keystrokes and you can specify how many letters I have not yet validated it. you might want to test this and see if it works. In 8.x SRM there is a Configuration setting which allows controlling this behavior Preferences--Request Entry-- Type Ahead in the Search Menu. Thanks Ravi Date: Wed, 26 Mar 2014 15:24:21 + From: durl...@uga.edu Subject: Re: List Menu Functionality To: arslist@ARSLIST.ORG With the 7.5 WUT I am able to type ahead a few characters on a couple of fields, but maybe it's because they have very large menus (over 15,000 items) so the matching is slow enough to take the extra character input - also, they're set to match anywhere (if that's a factor). Other fields only take the first character. But the same action on the midtier doesn't seem to work the same way - it only matches the first character even on the large menus. (In this case these fields aren't using auto-complete.) David D. David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, March 26, 2014 10:13 AM To: arslist@ARSLIST.ORG Subject: Re: List Menu Functionality Even in the User tool I have always seen the type ahead to only be a single character. I tested on a 7.6.04 SP3 User Tool and (using your example) when I hit the r it jumps to the R data. I think I saw that the 8x was changed to work like you are wanting Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jay Rohrer Sent: Friday, March 21, 2014 8:39 AM To: arslist@ARSLIST.ORG Subject: List Menu Functionality ** In the WUT if you have an expanded List menu, you can type ahead to get to a specific section of values. As an example: If you type a g, you go to the first value that starts with g. If you type great, you go to the first value that starts with great. In the MT (ver 7.6.04 sp5) on either FF or IE, this only appears to work for a single character. I looked in the MT/WUT differences document but didn't see this mentioned. I searched the KB and communities but not knowing what to call this functionality I didn't get any meaningful results. Has this always been the case in MT? Did the Auto-Complete functionality deprecate this in MT? Or is this a bug? Thanks, Jay ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Broadcasting Message 8.1
Lokesh,If you are using SRM on Default Console Preferences there is option Broadcast Auto Popup with Value Never,On Console Open, On new Broadcast. It will popup a dialog with Broadcast message. On Incident Console if new unread broadcast is there it will show the number near the broadcast Icon. Also When creating Broadcast there is option to Notify (yes No). Ravi Rai Date: Fri, 21 Mar 2014 13:34:08 + From: lokesh.jayara...@nttdata.com Subject: Broadcasting Message 8.1 To: arslist@ARSLIST.ORG ** Hi All, If we creating a message for broadcasting in remedy, how the users already logged in will notify about the broadcasting message. Question from user: whenever a message is broadcasted, a small number indicator should light up where the “View broadcast” link is or it will even be displayed at the broadcast icon – this is not happening.? Will this happen in remedy 8.1 ? Regards, Loki | Associate Operation Manager, Cloud Infrastructure Services | NTT DATA, Inc | m. +91-9566066338 | lokesh.jayara...@nttdata.com | Learn more at nttdata.com/americas __ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: 8.1.01 FTS error...
Rick check the folderServer\C\Program Files\BMC Software\ARSystem\pluginsvr\fts\primary\pluginsrvr_config.xml It contains path for FTS collection and Conf directory Ravi Date: Fri, 21 Mar 2014 14:15:04 -0700 From: r...@netfirst.com Subject: 8.1.01 FTS error... To: arslist@ARSLIST.ORG ** Hi, I've got the following error in my arjavaplugin.log: Caused by: ERROR (8750): Create entry operations are not supported for this form.; Failed to set ar.conf entry.In method createftsprimConfiguration:D:\Program Files\BMC Software\ARSystem\pluginsvr\fts\primary\pluginsvr_config.xml (The system cannot find the path specified) at com.bmc.arsys.plugins.ftsconfig.helper.FTSConfigConfFileCreate.retrievePort(FTSConfigConfFileCreate.java:334) at com.bmc.arsys.plugins.ftsconfig.FTSConfigPlugin.readconfFile(FTSConfigPlugin.java:222) ... 12 more This standalone server was built from a vm clone and db copy of a server in a server group. The problem is that the path to the fts pluginsvr_config.xml is not correct in the above log entry. It should read \fts\servername\pluginsvr_config.xml. Where should I make the change? Thanks, Rick _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Associating Active Links
First Check Record Object Relationship in Server Information -- Configuration tab Finish syncing and right click object and select Show Workflow or Show Relationship Thanks Ravi Rai Date: Thu, 13 Mar 2014 15:26:03 -0400 From: brhun...@southernco.com Subject: Associating Active Links To: arslist@ARSLIST.ORG Remedy 8.1 Version 7.6 How can I determine the active links associated with a button or field within a form? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Make Hidden or Disable some elements of the Application List Menu
Salvo, check arcontainer table. we are on 8.1 and i disabled one links by deleting entry from this form.Should be same on 7604. Look for Name,label fields to see what you are looking to delete.Restart Ar server after delete and flush cache. Take necessary backup before deleting entries.This solution might not work if you want some group to see the entry and some not, our requirement was we will never use that option so it was safe to delete.Will be interested to know if there are other ways to implement this. regards Ravi Rai Date: Wed, 12 Feb 2014 10:59:55 +0100 From: team.rem...@libero.it Subject: Make Hidden or Disable some elements of the Application List Menu To: arslist@ARSLIST.ORG Hi all, we work with AR Server 7.6.0.4 SP5 and ITSM 7.6.04 SP4. we want to disable or make hidden one or more elements of the Application List Menu on the Landing Console Form (see Figure attached). Can anyone help us? Thanks in advance. Regards. Salvo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Is there a way to hide the Knowledge Article link when searching for a service on the SRM in 8.1
It is not possible thru configuration We customized few workflow to stop searching and also customized SRS:Servicerequestconsole to hide Knowledge panel. Thanks Ravi Rai Date: Wed, 12 Feb 2014 15:46:37 -0500 From: stacy.f...@state.ca.gov Subject: Is there a way to hide the Knowledge Article link when searching for a service on the SRM in 8.1 To: arslist@ARSLIST.ORG I am looking for a way to hide/disable the Knowledge Article section that appears in SRM 8.1 after searching for a service. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Caught Exception issue...
Suresh,What is the patch version of ARS , Midtier and Tomcat Apply Patch 02 for ARS, Mid tier Hotfix (Dec072013 ) and Patch 36 for Tomcat 6.0 and see if it helps We had few issues with ARS 8.1 un-patched version. Thanks Ravi Rai Date: Wed, 5 Feb 2014 00:06:18 +0530 From: ersures...@gmail.com Subject: Caught Exception issue... To: arslist@ARSLIST.ORG ** Team, Recently, facing the lot of issues related to Caught Exception. tried with mid tier flush and advised to flush the local browser cache and restarted with mid tier.but, no luck. Error starts with Caught exception and error with some different message like mobj, t.resultlist,Vcolins etc., Can you please provide the guidence to fix this issue? Remedy version 8.1 OS Windows server 2012. Tomcat 6.0 Regards, Suresh L _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Close Window operation not working on IE 10
MT_8100_2013SEP27_CU_ALL Hotfix has the fix for close button and other issues related to IE10 SW00453386 Close button is not working with IE10. Thanks Ravi Rai Date: Mon, 11 Nov 2013 16:35:09 -0600 From: suzanpal...@gmail.com Subject: Re: Close Window operation not working on IE 10 To: arslist@ARSLIST.ORG ** I've found Firefox has been my go to choice, whereas before mid-tier I was always an IE user. Very few issues using Firefox that I've found. Susan On Mon, Nov 11, 2013 at 4:07 PM, Jason Miller jason.mil...@gmail.com wrote: ** That is where I am leading... I hadn't started researching it yet. But I just checked two different systems both are MT 8.1.00 201301251157. One system the Close Window works and the other doesn't The one where CW works is using compatibility mode for the site. I can't seem to figure out how to turn compatibility mode for the other site. The icon doesn't show in the address bar and even turning on compatibility mode for all web sites does seem to work for this site so I can prove this actually fixes the issue. Jason On Mon, Nov 11, 2013 at 1:59 PM, Susan Palmer suzanpal...@gmail.com wrote: ** Compatibility mode in IE10 took care of a couple of odd things for us. Susan On Mon, Nov 11, 2013 at 3:45 PM, L G Robinson n...@ncsu.edu wrote: ** Thanks Jason. Do you know of a fix? Larry On Mon, Nov 11, 2013 at 4:41 PM, Jason Miller jason.mil...@gmail.com wrote: ** Yes, I have notices this as well. On Mon, Nov 11, 2013 at 1:33 PM, L G Robinson n...@ncsu.edu wrote: ** Hi Folks, Has anyone noticed that the Close Window (Current Window) Active Link operation doesn't work in IE 10.0.9200? Works fine in FF/Chrome/Safari/WUT. Cookies are enabled. Thanks.Larry ARS: 7.6.04 SP3 201201302357 on Solaris 10 on Oracle MT: 8.1.Patch 002 201308272305 Hotfix on Tomcat 6.0.35 on RHL Larry Robinson Remedy Developer / AdministratorNC State University Raleigh, NC _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Another Mid-tier cache question
LJ,We do Quarterly releases.After each release we do manual flush Cache .Is is safe to turn this option off.It might resolve cache corruption issues which we encounter almost every alternate week Ravi Date: Thu, 10 Oct 2013 14:57:48 -0600 From: lj.longw...@gmail.com Subject: Re: Another Mid-tier cache question To: arslist@ARSLIST.ORG ** Mark,I agree with Joebut look at it this waythis check box tells the Mid-Tier server to periodically check your Remedy server for definition changes. How often are definition changes made in your production server?Weekly? Monthly? Quarterly? You likely don't need an automated 'check' to be turned on in production as it doesn't change very often...and when it does, you can manually hit the 'sync' button. Regarding the app server being behind a load balancer...no, that won't affect things because regardless of which app node the mid-tier gets the cache from, it should be 'correct' :) On Thu, Oct 10, 2013 at 2:45 PM, Joe D'Souza jdso...@shyle.net wrote: ** I won’t pretend to answer this question for you – but this is my guess.. From what it looks like, this functionality performs a periodic check on the AR Server, to check for changes in definitions, and collects that information. This will in my opinion have some impact on performance. So as long as that interval is relatively high, and set in such a way that it occurs in periodic cycles when users are usually not online, it should be fine. My guess is that when this box is checked and the interval is defined, there is probably a definition check that happens that instant, followed next by the interval that is defined. So if this is done lets say at 11:00 PM when most users are usually offline in that time zone, and the interval is set for 86400 for the next check to happen at 11:00 PM the next night, you might not have too much to worry about. I would however not be comfortable doing it every few minutes, as it MAY impact the performance of that particular mid-tier server in that load balanced configuration.. Cheers Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Thursday, October 10, 2013 4:34 PM To: arslist@ARSLIST.ORG Subject: Another Mid-tier cache question Hi All, Is it safe to use Definition Change Check (Peform Check) with load balancers? When the dev and production ITSM servers were installed Perform Check was no selected. Don't know why it was done that way. Later when I applied a patch to the mid-tier servers, BMC Support said I should select Perform Check. I did this on the development server which has one ar server, one mid-tier and no load balancers, but did not select Perform Check on production which is a VIP load balanced to two mid-tiers which are load balanced to two ars servers in a server group. Particularly with small changes I really like using change check/perform check on dev and would like to use on the production servers. Since I don't know why this was not originally set up that way I figured I would ask the group first. ARS 7.6.06 SP3 Mid-Tier 7.6.06 SP4 Thanks Mark _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: How to install other local during AR upgrade
We did same when we upgraded to 7604 unicode from 7.1 non unicode on SQL.Build a new Unicode Server. Migrate customization using migrator Migrate Data using RRR Tool. Thanks Ravi Rai Date: Fri, 20 Sep 2013 04:31:47 -0500 From: kiran_hull...@bmc.com Subject: Re: How to install other local during AR upgrade To: arslist@ARSLIST.ORG If you have another machine ready, you can have that machine installed with remedy Unicode system and migrate (using remedy migrator) your existing remedy server (non Unicode) to newly built remedy server (Unicode), remedy migrator will take care all level of non Unicode to Unicode conversion. this way newly built server will support all languages as its Unicode compliant now. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ajay Bandil Sent: Friday, September 20, 2013 2:28 PM To: arslist@ARSLIST.ORG Subject: Re: How to install other local during AR upgrade Hi Ravi, We are running on MSSQL database. running installer again is not showing the missing locals option. Also i found that if AR was not unicode during first installation, then we have to uninstall it first (AR and DB both) and install it again. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: How to install other local during AR upgrade
Ajay,If your original install was not unicode (on SQL DB) upgrade will not convert it to unicode. regarding language selection Run The Installer second time it will allow selection. We had the same situation during 7604 to 8.0 and second run allowed language selection. Ravi Date: Wed, 18 Sep 2013 03:03:12 -0400 From: ajay07...@yahoo.com Subject: How to install other local during AR upgrade To: arslist@ARSLIST.ORG Hi, Currently AR is support only 6 locals in my environment. I am upgrading the AR from 7604 SP2 to SP4 and selected the Unicode option in the installer. But installer is showing only 6 locals, which are already supported. It is not showing other local to install. How can i get other local install for AR. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Atrium Integrator 8.1 Help
Also check Share:application Properties form it holds entries for all module and version installed Any failed installation will have a entry with status failed. You need to correct the entry or delete the entry or it will not allow to proceed. Thanks Ravi Rai Date: Fri, 9 Aug 2013 13:47:17 + From: shawn.pier...@energytransfer.com Subject: Re: Atrium Integrator 8.1 Help To: arslist@ARSLIST.ORG ** Excellent! I’ll give that a try. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Friday, August 09, 2013 8:14 AM To: arslist@ARSLIST.ORG Subject: Re: Atrium Integrator 8.1 Help ** Shawn, There is a file named ARSystemInstalledConfiguration.xml in the root of your install directory. You will want to make a backup of this file before touching it...but that's the file that's telling the installer you have AI, where it is, and such...if you simply remove the section of that file related to AI, you should be able to have a clean install of the new version. On Fri, Aug 9, 2013 at 6:26 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Good morning, I’m attempting to upgrade my 7.6.4 system to 8.1 and running into some issues getting Atrium Integrator installed on a Windows server. Basically, we had 7.6.4, tried out Atrium Integrator and realized it was garbage, and didn’t use it again. Unfortunately, it looks like it is required to upgrade before installing ITSM 8.1. Also unfortunately, it looks like it was installed to my ARSystem directory. I’d prefer to give it a separate directory, but when I try to I get this error: BMC Atrium Integrator Server installation found installed on the system. Select the same path to upgrade BMC Atrium Integrator Server. If I select the directory that it appears to be installed in, then I get an error that something else is using that directory and to use handle.exe to somehow magically make the directory available (which doesn’t work.) I also tried uninstalling Atrium Integrator, but of course the item in Add/Remove Programs doesn’t work either. Does anyone have any advice on getting Atrium Integrator installed and working so I can get ITSM 8.1 in place? Any tips would be appreciated. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRD export from 7.1/import same to 7.6...
It is not possible to export from 7.1 to 7.6 due to some major change in SRM designwhen we upgraded we recreated them.7.6 to 8 was no issues Thanks Ravi Rai Date: Thu, 8 Aug 2013 17:19:40 -0700 From: r...@netfirst.com Subject: SRD export from 7.1/import same to 7.6... To: arslist@ARSLIST.ORG Hi, everyone, Has anyone successfully exported 7.1 SRD's and imported them into a 7.6 system? Thanks, Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: AR System Sample Application
Setting sample application to maintenance in ar system application state form should workor Create overlay on AR Sample Application:Console form and from form properties remove entry points Thanks Ravi Rai Date: Thu, 1 Aug 2013 14:48:02 -0400 From: mbritt...@navisite.com Subject: AR System Sample Application To: arslist@ARSLIST.ORG ** Hi All, I know this will be up for the best dumb question award at the RUG. How do I hide the “AR System Sample Application” on the console? I am sure this is incredibly simple but I have not stumbled upon it yet. On a similar note I want to hide the “Request Entry” under Applications Service Request Management. How do I do that? ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite – A Time Warner Cable Company mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: how to identify FTS-indexed fields from the DB?
Andy,Stop AR Server Clear Contect of Collection Directory Restart ARS and reindex from FTS tab Do this on Primary FTS server if you have Server group and start secondary FTS after starting Primary FTS and Indexing In the latest doc BMC suggest not to increase thread and go with Default settings Also Restarting AR server will not cause FTS to start again. Ravi Date: Tue, 28 May 2013 13:18:47 -0500 From: and...@hicox.com Subject: Re: how to identify FTS-indexed fields from the DB? To: arslist@ARSLIST.ORG ** aah yes, FT_PENDING ... I had perhaps falsely presumed this was a cache mechanism to queue fields for the indexer while the indexer was busy doing things (for instance re-indexing, as it is now, or for instance to queue records if the indexer is still working on the last run at the next scan interval). I see a relatively small number of records in FT_PENDING (around 9k). However, I don't think the indexer is stuck. It is consistently writing to the collection directory (albeit excruciatingly slowly), and also it's logging like mad. It should have several million records to scan ... each with multiple indexed fields, so I would expect this to run for a while, but at the same time ... at this point, I need to get an idea of what it's doing ... how much longer it has to go. People have questions, and I don't have answers :-/ I should mention that we've taken the obvious steps of allocating more threads to the FTS RPC queue and also in the FTS plugin config. I should also mention that for a period of about a week and a half, we had some external issues which were causing the arserverd process to hang, die and restart at least twice daily ... does anyone know if arsystem restart causes an in-progress FTS re-index to dump it's work and begin again? I wonder if this could be part of our problem? By that same token I can't seem to find any obvious way to force FTS to abort a re-index procedure and begin again (presuming that's not what happens by default when you restart arsystem). thanks for the pointers to the docs and the kb guys ... I'll have another search through those. -Andy On May 28, 2013, at 12:53 PM, Tauf Chowdhury wrote:I may be fuzzy on this but there is a table called FT_Pending that holds some data on what is being indexed and then dropped once it is in the collection directory. If your indexing is running for more than a month though, I'm pretty sure it's hung and not doing anything. The size of FT_Pending should always be small if the indexing is in progress. Sent from my iPhone On May 28, 2013, at 1:47 PM, Andrew Hicox and...@hicox.com wrote: Hello everyone, I currently find myself in the third circle of ARS hell ... debugging FTS on ARS 7.6.03 (it's a long story on why we're not on 7.6.04 yet, but suffice it to say, I have no immediate control of that situation). We have had an FTS re-index procedure running for more than a month now. I need to get an idea on where it is, and how much longer it needs to finish. I can trace some of this through the arftsindex.log(s). It seems to iterate per-form, per-indexed field. So ... form A, indexed field 1 ... then indexed field 2, etc, etc cycling through every record in the form N times where N is the number of indexed columns in the form. So ... part of this is that I need to be able to know exactly how many such fields and forms I'm looking at. I need a better way of doing this than to open each form on the server, and pick through the field properties on every form. I've tried running the sql log on server startup to try and capture whatever it is the ft dispatcher executes in the DB to find the indexed fields, but if it's there I sure as heck can't find it. There do not appear to be any obvious columns on the 'FIELD' table that would indicate FTS indexing mode, nor do there appear to be any adjunct tables (like the various FIELD_* tables) that would contain this data. I'd like very much to be able to execute a query on the DB that would return schemaid and fieldid of all the fields that the FTS indexer is going to try and run through. Does anyone know of a way to do this? -Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM NeedsAttention Image
We have seen this issue in our environment and open case with BMC. Got a hotfix for sameI was not working on this case but i remember it fixed the issues on tickets created after hotfix was applied and did not corrected the old tickets. Ravi Rai Date: Mon, 11 Mar 2013 12:43:39 -0400 From: caruso.fr...@gmail.com Subject: SRM NeedsAttention Image To: arslist@ARSLIST.ORG ITSM 7.604 sp2 On the Service Request Console we cannot get the Needs Attention GIF to appear in the open requests table. This is the image that shows open on a users open request when they are being asked for more information. The image is part of the Application and I can see it listed under Support Files. I can save the image to my desktop and it looks correct. Has anyone else run into this? Thank you Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: FTS
Vikrant,BMC recommendation is to Run FTS on single machine and not run on all servers in a server group and for best performance the Conf and Collection Directory should be on the same machine which is running FTS Plugins. Check BMC documentation on FTS Thanks Ravi Rai Date: Tue, 5 Mar 2013 08:29:16 -0500 From: vkulka...@columnit.com Subject: FTS To: arslist@ARSLIST.ORG hi All, My latest assignment requires me to setup FTS for the customer. I have some questions on that front can anyone help me with that. Our environment is ARS 7.5 P004 1) Can 1 Humming bird server be shared between 2 independent AR Servers. eg. Can QA and Dev environment have same FTS search engine instance. 2) Apart from the configurations mentioned in the documentation do I need to take care of anything special? 3) Should I be setting up FTS on Production server, Archival Server or Reporting server? Production and Reporting server have past 13 months data and Archival Server will have all the data since beginning of time. Implementing FTS on production server will it be beneficial? Thanks, Vikrant ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Installer Issues with 7.6.4 SP 4 Online Help
Check Web.xml on Apache tomcat Conf directory Changing the listing param value to true might help Thanks Ravi Rai Date: Mon, 18 Feb 2013 07:14:57 -0800 From: cparg...@lhs.org Subject: Installer Issues with 7.6.4 SP 4 Online Help To: arslist@ARSLIST.ORG ** Did anyone have any issues with the Online help installers for ITSM 7.6.4 SP 4? My CRQ, INC, PBI SLM are all broken. I did install them under IIS. RKM CMDB do work. Thanks ARS 7.6.4 SP 4ITSM 7.6.4 SP 4RKM 7.6.4 SP 4SLM 7.6.4 SP 1Window 2008 – 64 BitMS SQ 2005IIS/TomcatMidTier 7.6.4 SP 4 _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Restarting the db but not ARS
Arsystem retries and connect to the DB when it becomes available There is a bug in 7604 SP3 . If Arserver loose connection with DB it will not reconnect and restart after 15 Minute They have a hotfix for this It is always safe to restart services after DB restart. Thanks Ravi Date: Tue, 5 Feb 2013 12:48:28 -0800 From: cparg...@lhs.org Subject: Re: Restarting the db but not ARS To: arslist@ARSLIST.ORG ** It depends. I have had my dba do some restarted that didn’t require me to restart the ARS service but other times I did. It depends on how long the db is down and if your system will reconnect on its own or not. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Tuesday, February 05, 2013 12:47 PM To: arslist@ARSLIST.ORG Subject: Restarting the db but not ARS ** Hi All, I have two AR Servers in a server group that are using a remote oracle database. My dba is making some changes to the db and needs to restart the db for the changes to take effect. Do I need to stop the AR Servers before the db is restarted? I would think so, but the dba thinks not. ARS 7.6 SP3 ThanksMark Mark BrittainRemedy DeveloperITILv3 FoundationNaviSite – A Time Warner Cable Companymbrittain@navisite.comOffice: 315-453-2912 x5335Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited._ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Critical: Server Hung
Kathy,Check with BMC Support. we faced this in 7604 SP2 and there was issue with Overview console.Overview console was single threaded. They provided a Jar file fix for the same Ravi Date: Mon, 4 Feb 2013 13:52:12 -0800 From: remedyr...@gmail.com Subject: Re: Critical: Server Hung To: arslist@ARSLIST.ORG ** Kathy, how many rows are in the table referenced by the console? I've seen this happen in some versions where the form doesn't get cleared, and the SQL queries bog the system down. Rick On Mon, Feb 4, 2013 at 1:50 PM, Kathy Morris kathymorris...@aol.com wrote: ** Hi, AR System 7.6.03 ITSM 7.6.04 SP1. The incident management console hangs and hoses the system when users access the Incident Management Overview console. My understanding is that thru a row-level access query, users see the incidents for the group they are member of. If users are a part of many groups, however this can cause problems.How can we prevent this query from crashing the system to the point where our database is unresponsive. Are any others experiencing this performance issue?Any ideas on what we can do to get our system to a stable state? _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Development server issues - more
Mark,Check Knowledge Article KA305395. Ravi Date: Tue, 29 Jan 2013 17:44:57 -0500 From: jdso...@shyle.net Subject: Re: Development server issues - more To: arslist@ARSLIST.ORG ** Mark, What is your hardware / environment configuration like? OS and version/patch DB and version/patch Memory CPU Etc. 7.6.04 is a lot more resource intensive so what may have worked for 6.3 may not be good enough for 7.6.04 SP3… Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Tuesday, January 29, 2013 4:42 PM To: arslist@ARSLIST.ORG Subject: FW: Development server issues - more As a follow up to my earlier posting, I attempted to shutdown the AR Server and this is what I got. Never had this happen on 6.3. Any suggestions welcome Action Request System shutdown in progress. Action Request System Monitor shutdown failed. Action Request System Server shutdown failed. Action Request System Dispatcher shutdown failed. Java Plugin Server shutdown failed. Action Request System Assignment engine shutdown failed. The following processes could not be stopped and may need to be stopped manually: Mark From: Brittain, Mark Sent: Tuesday, January 29, 2013 4:22 PM To: arslist@ARSLIST.ORG Subject: Development server issues Hi All, I am having problems with my development server. Usually runs slow and now I cannot log on. Looking in the arerror.log I can see a series of errors like the ones below. Is this an indication of an AR Server issue, database issue, or something else. Tue Jan 29 16:04:01 2013 CMDB Dispatcher : Required name parameter (or name field in a parameter) is empty. ARERR - 102 Tue Jan 29 16:04:14 2013 Dispatch : Timeout during data retrieval due to busy server -- retry the operation (servername)ARERR - 93 Tue Jan 29 16:07:14 2013 Dispatch : Timeout during data retrieval due to busy server -- retry the operation (servername) ARERR - 93 ARS 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite – A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: New Idea posted in BMC Communities - Developer Studio
Claire,In the preferences select the column Last changed by display =Yes Ravi Rai Date: Thu, 3 Jan 2013 22:17:37 + From: claire.sanf...@memorialhermann.org Subject: New Idea posted in BMC Communities - Developer Studio To: arslist@ARSLIST.ORG ** https://communities.bmc.com/communities/ideas/1604 I have posted an idea... In Developer Studio, add a column that shows who last modified a piece of workflow. In my old environment I was the only developer and it didn't matter. Now that there are 3 consultants and two other people doing development work, it would be very handy! ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Oracle 11.2.0.3.0 - 64bit Production Win 2008 Server Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.org _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Restoring an ARSystem MS SQL DB to new Virtual Server Env
Bryan,Licenses are Host Specific. Prod license will not work on new host Contact BMC support to get valid license for new Host Ravi Date: Fri, 28 Dec 2012 12:04:09 -0500 From: cbs...@msn.com Subject: Restoring an ARSystem MS SQL DB to new Virtual Server Env To: arslist@ARSLIST.ORG ** I am attempting to duplicate our current Production ARSystem environment on physical servers to a Virtual Server Environment: I have installed AR Server and all appropriate modules. I want to take my current production SQL DB and restore it to my new virtual db server. What is the best method of doing this and are there any specific configuration changes needed after the restore of the DB to my new server? Specifically around licensing, because all my licenses came over from my current production system. I need to apply a new AR Server license and I'm getting the following message when attempting to do that: ARWARN [469] Warning, this key is not valid for this server. The preceding message occurred during the execution of active link AR System Licenses Console:Update License -- action 1. (ARNOTE 1101) Any help would be much appreciated. Bryan Stevenson bsteven...@usgs.gov _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Restoring an ARSystem MS SQL DB to new Virtual Server Env
Try removing the ARserver License and then Add the new license. Old license might be conflicting Check archive around last week of October there was a thread on the same topic -database moving Ravi Rai Date: Fri, 28 Dec 2012 12:27:30 -0500 From: cbs...@msn.com Subject: Re: Restoring an ARSystem MS SQL DB to new Virtual Server Env To: arslist@ARSLIST.ORG Hey, Ravi. I know licenses are host specific, however when I restored the production db to my new server, it brought in all the production license information. I have requested a new license with the correct Host ID and I'm still getting that message. Just wondering if I'm missing something. Bryan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: No Lock Setting on AR CFG
Bhupesh,It is still in test server. Regarding you SRM issue check indexes and any Overlaid or Custom Workflow which is not using Indexed field in Runif QualWe are on ARS 7604 SP2 ITSM 7604 SP1 SQL Windows and we have around 1200,000+ record is SRM request are not having any issues with SRM. Ravi Date: Mon, 17 Dec 2012 22:31:08 -0500 From: gupta.bhupesh3...@gmail.com Subject: Re: No Lock Setting on AR CFG To: arslist@ARSLIST.ORG Hi Ravi - Is that issue resolved, beacuse I have laready has Is commited read and Allow snalp shot islotation to ON. Regards, Bhupesh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: No Lock Setting on AR CFG
Bhupesh,We did not implement the No Lock setting on Ar.cg We are implementing BMC recommended DB setting related to PARAMETERIZATION , READ-COMMITTED_SNAPSHOT ,SNAPSHOT_ISOLATION etc... Ravi Date: Mon, 17 Dec 2012 12:24:09 -0500 From: gupta.bhupesh3...@gmail.com Subject: Re: No Lock Setting on AR CFG To: arslist@ARSLIST.ORG Hi Ravi - Can you please let me know the version of ARS and ITSM where you are facing this issue.. for one of our customer we are facing the same issue, there is one issue SRM form indexing that we have identified causing sql select queries to take longer time and was causing locks.. Is the CPU od DB spiking to 100%? We are still working on it and BMC has also suggeasted to use No Lock Parameter.. but customer is yet to implemente the same.. For more details on No Lock, please refer to Knowledge Article ID: KA314759. Hope this helps.. Regards, Bhupesh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy login ID in People record
i think marking the people record Offline, disabling the User record does not have any impact in term of restricting access for the user.You might want to change the password if the user has left or delete the record. Ravi Rai Date: Wed, 12 Dec 2012 10:45:16 -0800 From: wadekar.vaib...@gmail.com Subject: Re: Remedy login ID in People record To: arslist@ARSLIST.ORG ** I would mark that record as offline and create a new record with correct login ID. Also, when someone leave organization, you can have their people record offline. ~ Vaibhav On Wed, Dec 12, 2012 at 10:40 AM, Brittain, Mark mbritt...@navisite.com wrote: ** Hi All, When I created a People record I used the wrong login ID for a new user and need to correct this. The field in the People record is now read only. How do I correct this? Can I just go to the User form and update it there? Also when some leaves what is the best way to remove a People record when the they have an account? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite – A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Hardware sizing CPU speed only
It comes during Installation BMC recommend that a system have a minimum of 2.8 GHz clock speed for x86 PC compatibility Processor Thanks Ravi Rai Date: Mon, 10 Dec 2012 16:56:09 -0500 From: remedy...@gmail.com Subject: Re: Hardware sizing CPU speed only To: arslist@ARSLIST.ORG ** I thought so.. I saw it once.. ...I just cannot find it.. On Mon, Dec 10, 2012 at 4:52 PM, Carl Wilson carlbwil...@gmail.com wrote: ** Hi, BMC recommend 2.8GHz or higher. Cheers Carl http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: 10 December 2012 21:18 To: arslist@ARSLIST.ORG Subject: Hardware sizing CPU speed only ** I cannot find the CPU sizing.. I see 4 cpu's etc.. at the following link below.. but at what speed... 300mhz? I know I saw it somewhere... but I lost it.. Anyone? https://docs.bmc.com/docs/display/itsm7604/Solution+sizing+baseline -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: FTS Re-index running for 66hrs expected to run a lot longer
It depends on the module selected for indexing it took 5 days to complete indexing first time with OOB setup . Thanks Ravi Rai Date: Wed, 7 Nov 2012 17:36:10 -0500 From: jamie.bo...@transamerica.com Subject: FTS Re-index running for 66hrs expected to run a lot longer To: arslist@ARSLIST.ORG We are currently working with BMC on upgrading our Remedy environment from 7.5 to 7.6.04 by using their upgrade method and utilizing DDM. Before this version, we had never utilized FTS, but we have just kicked off hte re-index processs for our production envrionment and it has been running for over 66hrs right now, and stil has 24 more forms to go through. HPD:Help Desk alone has been running for 14+ hours and has still not completed; it has 648942 rows of data. We are pretty close to being straight out of the box, and BMC is recommending we remove some fields and forms from FTS indexing as they are saying it will reduce the index time and that these fields/forms will not benefit form being indexed. Apparently, they have done some internal review and at some point will be removing a bunch of fields/forms from FTS in future release (beyond 8.0). BMC is saying that removing these fields/forms from FTS will not impact applicaiton functionality and performance, however I have some concerns with excluding them if they were intially put for FTS as OOB fields. Has anyone else ran into this issue where kicking off FTS for the first time on an upgrade and taking this long? We have ARS, ITSM, RKM, SRM, SLM, IBRSD, CMDB all installed as well. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: No Lock Setting on AR CFG
Thanks LJ Regards Ravi Rai Date: Fri, 2 Nov 2012 06:42:27 -0600 From: lj.longwing@mda.mil Subject: Re: No Lock Setting on AR CFG To: arslist@ARSLIST.ORG Ravi, As you may remember, at Level3 we needed to use the NOLOCK hint on a lot of our processes, and even included it in the ar.cfg. The up side is that none of your queries will ever be blocked due to locking at the row or table level. The down side is that your queries could be considered 'dirty' because your query MIGHT get data that is not yet committed to the DB, and subsequently rolled back, so in effect the results returned may not be 100% accurate, but in general I don't consider that to be too much of an issue. For greater concurrence, not having NOLOCK could cause your queries to take longer (waiting in line for inserts and updates to complete before returning results), but for accuracy, NOLOCK could cause 'inaccurate' results. So, as with everything in life, there are tradeoffs for everything you do, you just need to determine if your performance means more than your accuracy. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Thursday, November 01, 2012 2:47 PM To: arslist@ARSLIST.ORG Subject: No Lock Setting on AR CFG ** Hi, We are getting few DB lock cases and planning to implement READ-COMMITTED_SNAPSHOT and ALLOW_SNAPSHOT_ISOLATION (Long term) There was a recent thread on NO Lock in Ar.cfg. Planning to add No Lock for short term What impact it has on performance of the system. Anyone implemented it faced any issues BMC suggested:NOLOCK should NOT be enabled - this is contrary to our guides, but is the correct settings per BMC Performance and deployment teams Please suggest Thanks Ravi Rai _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS 7604 Custom App and Reporting Issues
VikrantYou have mentioned REMOTE SQL 2008 DB. That might be the cause. Setting a remote DB is not recommended for ARS setup. There are more than 10-12 known issues and defects on reporting for SP1 and SP2 Using report cause CPU spike, Does not account maxGetList, large report generation cause out of memory error, Null pointer exception, downloading report is very slow etc etc list is very big. You might want to check the Release doc specifically around reports. Thanks Ravi Rai Date: Thu, 1 Nov 2012 02:38:17 -0400 From: vkulka...@columnit.com Subject: ARS 7604 Custom App and Reporting Issues To: arslist@ARSLIST.ORG hi Everyone, We are facing some issues in crystal report for one of our client. The crystal report is a call details report with about 30 fields in it which included about 10 formula fields. The issue we are facing is that it takes a lot of time to extract a single report and at a time we can only extract report for a time span of 30 days if we increase the time span it just gets stuck and we get nothing the user tool just gets stuck. The application is a complete custom application and we are not using anything OOTB apart from foundation part(people form, user form etc). The AR architecture is such that we have only 1 application server (ARS 7.6.0.4 SP2) which is our reporting server as well. Then we have a remote SQL 2008 DB and a stand alone MT ARS 7.6.0.4. The configurations of the above servers is as below ARS/Reporting Server = 32GB RAM 100Gb HDD 2.6Ghz dual core 2 processors. SQL or DB server = 16GB RAM 500GB HDD 2.6Ghz dual core 2 processors. MT Server = 16GB RAM 100GB HDD 2.6Ghz dual core 2 processors. Now there are few things that we plan to configure to improve performance on the system and would like some opinion on the same from you guys so as to what more can be done on the same. Things we plan to do : 1) Threads and queues to be configured : Gradually increase the number of threads from the default value (not sure about the number) 2) Indexes : To set 6-7 fields as indexes on the form on which the reports runs. 3) Disable unwanted escalation : Don't know if this will help but will try to disable most of the unwanted OOTB escalations which we do not use. 4) MT JVM memory check : Its already set to max = 1024 MB not sure how much can we increase it more. 5) Check for DB side configuration : This is something new we are trying to find out things that we can configure on DB side to get better performance. Also we think this all infrastructure being on cloud would make a difference as well am I right? Thanks in advance for the replies. Regards, Vikrant ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS 7604 Custom App and Reporting Issues
Tauf, I am not suggesting to run DB and ARS on Same Machine but Vikrant is saying Remote SQL server Defination of Remote is not clear. Vikrant can suggest how remote it is. Thanks Ravi Rai Date: Thu, 1 Nov 2012 13:32:14 -0400 From: taufc...@gmail.com Subject: Re: ARS 7604 Custom App and Reporting Issues To: arslist@ARSLIST.ORG ** Ravi, Where do you see this recommendation? Unless you are running a sandbox or demo virtual machine, running AR and DB on the same machine isn't recommended. Sent from my iPhone On Nov 1, 2012, at 12:30 PM, ravi rai ravira...@hotmail.com wrote: ** Vikrant You have mentioned REMOTE SQL 2008 DB. That might be the cause. Setting a remote DB is not recommended for ARS setup. There are more than 10-12 known issues and defects on reporting for SP1 and SP2 Using report cause CPU spike, Does not account maxGetList, large report generation cause out of memory error, Null pointer exception, downloading report is very slow etc etc list is very big. You might want to check the Release doc specifically around reports. Thanks Ravi Rai Date: Thu, 1 Nov 2012 02:38:17 -0400 From: vkulka...@columnit.com Subject: ARS 7604 Custom App and Reporting Issues To: arslist@ARSLIST.ORG hi Everyone, We are facing some issues in crystal report for one of our client. The crystal report is a call details report with about 30 fields in it which included about 10 formula fields. The issue we are facing is that it takes a lot of time to extract a single report and at a time we can only extract report for a time span of 30 days if we increase the time span it just gets stuck and we get nothing the user tool just gets stuck. The application is a complete custom application and we are not using anything OOTB apart from foundation part(people form, user form etc). The AR architecture is such that we have only 1 application server (ARS 7.6.0.4 SP2) which is our reporting server as well. Then we have a remote SQL 2008 DB and a stand alone MT ARS 7.6.0.4. The configurations of the above servers is as below ARS/Reporting Server = 32GB RAM 100Gb HDD 2.6Ghz dual core 2 processors. SQL or DB server = 16GB RAM 500GB HDD 2.6Ghz dual core 2 processors. MT Server = 16GB RAM 100GB HDD 2.6Ghz dual core 2 processors. Now there are few things that we plan to configure to improve performance on the system and would like some opinion on the same from you guys so as to what more can be done on the same. Things we plan to do : 1) Threads and queues to be configured : Gradually increase the number of threads from the default value (not sure about the number) 2) Indexes : To set 6-7 fields as indexes on the form on which the reports runs. 3) Disable unwanted escalation : Don't know if this will help but will try to disable most of the unwanted OOTB escalations which we do not use. 4) MT JVM memory check : Its already set to max = 1024 MB not sure how much can we increase it more. 5) Check for DB side configuration : This is something new we are trying to find out things that we can configure on DB side to get better performance. Also we think this all infrastructure being on cloud would make a difference as well am I right? Thanks in advance for the replies. Regards, Vikrant ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS 7604 Custom App and Reporting Issues
David, My point was not to install AR and Db on the same machine If ARS amd DB are remote enogh it will cause overhead on network and have performance issues, which he is complaining My interpretation of Remote was may be they are differnet location\Building \network causing overhead on Network vikrant can check and confirm how remote is the DB :) If you run remote database servers, you increase the traffic over your network, resulting in slower system performance. In addition, remote databases consume other operating system resources on the local machines, such as memory. Make sure that your network does not decrease performance if you run a remote database. Thanks Ravi Rai Date: Thu, 1 Nov 2012 12:23:48 -0500 From: david_eas...@bmc.com Subject: Re: ARS 7604 Custom App and Reporting Issues To: arslist@ARSLIST.ORG ** Ø Setting a remote DB is not recommended for ARS setup. That is not an accurate statement as it is phrased. The vast majority of our customers install AR System server on a different machine then where their database is running – and that is the recommended configuration. If you meant something different, you may wish to rephrase for accuracy. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Thursday, November 01, 2012 9:30 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7604 Custom App and Reporting Issues ** Vikrant You have mentioned REMOTE SQL 2008 DB. That might be the cause. Setting a remote DB is not recommended for ARS setup. There are more than 10-12 known issues and defects on reporting for SP1 and SP2 Using report cause CPU spike, Does not account maxGetList, large report generation cause out of memory error, Null pointer exception, downloading report is very slow etc etc list is very big. You might want to check the Release doc specifically around reports. Thanks Ravi Rai Date: Thu, 1 Nov 2012 02:38:17 -0400 From: vkulka...@columnit.com Subject: ARS 7604 Custom App and Reporting Issues To: arslist@ARSLIST.ORG hi Everyone, We are facing some issues in crystal report for one of our client. The crystal report is a call details report with about 30 fields in it which included about 10 formula fields. The issue we are facing is that it takes a lot of time to extract a single report and at a time we can only extract report for a time span of 30 days if we increase the time span it just gets stuck and we get nothing the user tool just gets stuck. The application is a complete custom application and we are not using anything OOTB apart from foundation part(people form, user form etc). The AR architecture is such that we have only 1 application server (ARS 7.6.0.4 SP2) which is our reporting server as well. Then we have a remote SQL 2008 DB and a stand alone MT ARS 7.6.0.4. The configurations of the above servers is as below ARS/Reporting Server = 32GB RAM 100Gb HDD 2.6Ghz dual core 2 processors. SQL or DB server = 16GB RAM 500GB HDD 2.6Ghz dual core 2 processors. MT Server = 16GB RAM 100GB HDD 2.6Ghz dual core 2 processors. Now there are few things that we plan to configure to improve performance on the system and would like some opinion on the same from you guys so as to what more can be done on the same. Things we plan to do : 1) Threads and queues to be configured : Gradually increase the number of threads from the default value (not sure about the number) 2) Indexes : To set 6-7 fields as indexes on the form on which the reports runs. 3) Disable unwanted escalation : Don't know if this will help but will try to disable most of the unwanted OOTB escalations which we do not use. 4) MT JVM memory check : Its already set to max = 1024 MB not sure how much can we increase it more. 5) Check for DB side configuration : This is something new we are trying to find out things that we can configure on DB side to get better performance. Also we think this all infrastructure being on cloud would make a difference as well am I right? Thanks in advance for the replies. Regards, Vikrant ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_
No Lock Setting on AR CFG
Hi, We are getting few DB lock cases and planning to implement READ-COMMITTED_SNAPSHOT and ALLOW_SNAPSHOT_ISOLATION (Long term) There was a recent thread on NO Lock in Ar.cfg. Planning to add No Lock for short term What impact it has on performance of the system. Anyone implemented it faced any issues BMC suggested:NOLOCK should NOT be enabled – this is contrary to our guides, but is the correct settings per BMC Performance and deployment teams Please suggest Thanks Ravi Rai ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Migrator question...
Copying DB is faster and better option You need to change few config post DB refresh Ravi Rai Date: Wed, 31 Oct 2012 14:54:08 + From: richard@bwc.state.oh.us Subject: Migrator question... To: arslist@ARSLIST.ORG ** Looks like we’re going to need to use the migratory to create a duplicate of our DEV system for testing. This might be a dumb question, but will migratory copy everything over from one system to another or do I need to have the SQL DBA copy the SQL data file from one system to another and then run the migratory and copy from testa to testb? Thanks.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. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: WWRUG12 - Session Question - Database Moving
We dont use any tool do it manually and it is working for us. ARS 7604 sp3 SQL Windows Backup -License -AIE Settings (Data exchange and AIE instance) -Email Configuration Copy Database Restore -License -Email setting -AIE settings -Change CAI Application Registry for server name-SRM -SRM mid tier link -Application settings-SRM -update server name on SRS_CFGAdvanceInterface-SRM -Update Server ranking form for server name -Server Group Read somewhere that copying the FTS conf and Collection directory will reduce the time needed for reindexing and improve performance but have not tried that in our environment.Not seen any performance issues so far. Ravi. Date: Wed, 31 Oct 2012 17:30:37 + From: claire.sanf...@memorialhermann.org Subject: Re: WWRUG12 - Session Question - Database Moving To: arslist@ARSLIST.ORG My new management team had the Network Admin team copied the Prod Server as a whole to the Dev Server. They wanted the environments to be identical in every way. The problem is that they are not. I have fixed things in many places, but am sure there is something I am missing because the performance is terrible. The DBA team copied the Database over and I think I have that all sorted out as well... I have fixed things in many places, but am sure there is something I am missing because the performance is terrible. They want to do this again and at WWRUG in of the sessions the speaker mentioned a list at the end of his presentation. I can't find the note where I wrote down which session it was and I THINK I have gone through every presentation on the thumb drive. So this is basically what management called P to V copying. Physical to Virtual. I will take any list anyone has at this time. I will compile it all into one list in combination with what I have already noted that I changed. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Wednesday, October 31, 2012 12:22 PM To: arslist@ARSLIST.ORG Subject: Re: WWRUG12 - Session Question - Database Moving I wasn't there this year but to clarify your question, are you asking about copying the database server or database or something else and copying it to another server? We do something similar to refresh our non-prod environments with the production database. I came up with the process and it may not be exhaustive, but we haven't had any issues with it. Let me know if you're interested. Ron -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, October 31, 2012 8:26 AM To: arslist@ARSLIST.ORG Subject: WWRUG12 - Session Question - Database Moving I have drawn a complete blank and in my 97 pages of notes (yes, I took notes in a notebook) from WWRUG12 I can't find what I am looking for. In one of the sessions there was some discussion regarding taking one server and copying it to another server. It is not recommended but whoever was doing the presentation said that he (I do remember it was a he) had the steps at the end of the presentation or would send them (not sure here) for the 7 or 8 things that MUST be modified to make the new server function properly. We did that here and while things look like they are working properly, we are getting a lot of DB timeouts and the performance is very slow. Does anyone know what presentation I am talking about? Does anyone have those specific steps? ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Oracle 11.2.0.3.0 - 64bit Production Win 2008 Server Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.org ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Incident Management Console
Mark If you want to add new colums in the overview console You have to configure the ARDBCAppQuery plugin for the new field. For adding a new field follwo the below steps Create the field in SHR:ARDBC:Overview Console_template form and on SHR:ARDBC:Overview Console form Create an entry in the SHR:ARDBCFields form if the field is a Selection field, create Value records in the SHR:ARDBCEnumLookup form Restart the AR Plugin Server Thanks Ravi Rai Date: Fri, 26 Oct 2012 08:32:38 -0400 From: mbritt...@navisite.com Subject: Incident Management Console To: arslist@ARSLIST.ORG ** Hi All, I am working in ITSM 7.6.04 and I need to show or hide some of the columns. There question I have is “where is the table”. If I look in the HPD: Incident Management Console, the database/ID name is z2TH_incidents/302087200. Also if I look in the HPD: HomePageContent:RL_IncidientConsole , the name/ID is the same How does that work? My guess is what appears in the Incident Management Console is a view of the other form. So where would I make the change? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite – A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
CMDB Install failing 7604 SP1 Atrium SP1
Hi List
Building a refence environment ARS 7604 SP1 and Atrium 7604 SP1
Fresh install
java 6.0.300
ARS 7604 SP1 -Sucess
CMDB install
Getting error
BMC Atrium Core 7.6.04 SP1 install failed.
Feature BMC Atrium CMDB failed
Feature Atrium Impact Simulator Engine failed
Installation was skipped because BMC Atrium CMDB failed to install
THROWABLE EVENT {Description=[Failed to prepare CMDB Rule Engine]}
Throwable=[java.lang.NullPointerException:
java.util.Hashtable.put(Unknown Source)
com.bmc.install.product.atriumfoundation.cmdb.CMDBRuleEngineInstallerExecutorTask.replaceRuleEngineXMLVariables(CMDBRuleEngineInstallerExecutorTask.java:348)
com.bmc.install.product.atriumfoundation.cmdb.CMDBRuleEngineInstallerExecutorTask.execute(CMDBRuleEngineInstallerExecutorTask.java:131)
com.bmc.install.task.InstallationTask.run(InstallationTask.java:80)
java.lang.Thread.run(Unknown Source)]
Any suggestion or Workaround
Thanks
Ravi Rai
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Re: CMDB Install failing 7604 SP1 Atrium SP1
Yes Licenses are applied
Regards
Ravi Rai
Date: Wed, 24 Oct 2012 14:32:47 -0500
From: rpnampa...@gmail.com
Subject: Re: CMDB Install failing 7604 SP1 Atrium SP1
To: arslist@ARSLIST.ORG
**
Did you add ar system licenses
Prasad
(832)-421-1128
On Oct 24, 2012, at 2:19 PM, ravi rai ravira...@hotmail.com wrote:
**
Hi List
Building a refence environment ARS 7604 SP1 and Atrium 7604 SP1
Fresh install
java 6.0.300
ARS 7604 SP1 -Sucess
CMDB install
Getting error
BMC Atrium Core 7.6.04 SP1 install failed.
Feature BMC Atrium CMDB failed
Feature Atrium Impact Simulator Engine failed
Installation was skipped because BMC Atrium CMDB failed to install
THROWABLE EVENT {Description=[Failed to prepare CMDB Rule Engine]}
Throwable=[java.lang.NullPointerException:
java.util.Hashtable.put(Unknown Source)
com.bmc.install.product.atriumfoundation.cmdb.CMDBRuleEngineInstallerExecutorTask.replaceRuleEngineXMLVariables(CMDBRuleEngineInstallerExecutorTask.java:348)
com.bmc.install.product.atriumfoundation.cmdb.CMDBRuleEngineInstallerExecutorTask.execute(CMDBRuleEngineInstallerExecutorTask.java:131)
com.bmc.install.task.InstallationTask.run(InstallationTask.java:80)
java.lang.Thread.run(Unknown Source)]
Any suggestion or Workaround
Thanks
Ravi Rai
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www.wwrug.com ARSlist: Where the Answers Are_
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Re: Getting deadlock issue when querying data directly, from a MSSQL 2008 DB and on 7.6.4 ARserver
Howard Which SP you are on 7604 Overview console 7604 default installation is single threaded causing perfomance issues. BMC has a hot fix for this. Also check SNAPSHOT ISOLATION and READ COMMIT SNAPSHOT value on DB Side Regards Ravi Rai Date: Mon, 8 Oct 2012 10:51:59 -0400 From: howard.rich...@coxinc.com Subject: Getting deadlock issue when querying data directly, from a MSSQL 2008 DB and on 7.6.4 ARserver To: arslist@ARSLIST.ORG ** Good morning, afternoon and evening all, Before we upgraded to 7.6.4 (ITSM and Arserver) we were on 7.5.6 and ITSM 7.6.1, and was able to query the MSSQL 2005 database directly, to pull some reporting data back. Since upgrading to 7.6.4 (ITSM and ARserver) and going to MSSQL 2008, when our user load is high we are getting deadlock issue when querying data directly. When the user load is low (like 3am) we have no issues. Any ideas? Take care, Howard Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Cox Innovation Agent (CIA) Submit your idea today for a chance to earn a badge and be entered into a monthly drawing for a $10 gift card. Submit your idea: http://innovation.coxenterprises.com/ideas View your badges: http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are attachment: image001.gifattachment: image002.pngattachment: image003.pngattachment: image004.png
Re: Getting deadlock issue when querying data directly, from a MSSQL 2008 DB and on 7.6.4 ARserver
Howard, ALLOW_SNAPSHOT_ISOLATION and READ_COMMITTED_SNAPSHOT Turning on these help Read operations retrieve a consistent snapshot of the database. SELECT statements do not lock data during a read operation (readers do not block writers, and vice versa). SELECT statements can access the last committed value of the row, while other transactions update the row without being blocked. Fewer deadlocks and lock escalations occur. Fewer locks required by a transaction occur, which reduces the system overhead required to manage locks. Please refere the below white paper for othet Performance tuning options BMC Remedy AR System Server 7.6- Performance Tuning for Business Service Management Regards Ravi Rai Remedy Consultant HCL-America Date: Mon, 8 Oct 2012 12:44:19 -0400 From: hbr4...@gmail.com Subject: Re: Getting deadlock issue when querying data directly, from a MSSQL 2008 DB and on 7.6.4 ARserver To: arslist@ARSLIST.ORG ** Ravi, We are on SP3 of the ARserver and SP2 of ITSM. I have asked my DB to look at the two snapshot values you talked about. By the way what should they be to prevent this type of issue. Thanks again and take care, Howard Sent from one of Howard's iPads On Oct 8, 2012, at 11:29 AM, ravi rai ravira...@hotmail.com wrote: ** Howard Which SP you are on 7604 Overview console 7604 default installation is single threaded causing perfomance issues. BMC has a hot fix for this. Also check SNAPSHOT ISOLATION and READ COMMIT SNAPSHOT value on DB Side Regards Ravi Rai Date: Mon, 8 Oct 2012 10:51:59 -0400 From: howard.rich...@coxinc.com Subject: Getting deadlock issue when querying data directly, from a MSSQL 2008 DB and on 7.6.4 ARserver To: arslist@ARSLIST.ORG ** Good morning, afternoon and evening all, Before we upgraded to 7.6.4 (ITSM and Arserver) we were on 7.5.6 and ITSM 7.6.1, and was able to query the MSSQL 2005 database directly, to pull some reporting data back. Since upgrading to 7.6.4 (ITSM and ARserver) and going to MSSQL 2008, when our user load is high we are getting deadlock issue when querying data directly. When the user load is low (like 3am) we have no issues. Any ideas? Take care, Howard image001.gif Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Cox Innovation Agent (CIA) image002.pngimage003.pngimage004.png Submit your idea today for a chance to earn a badge and be entered into a monthly drawing for a $10 gift card. Submit your idea: http://innovation.coxenterprises.com/ideas View your badges: http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are__attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: AIE Job - stuck at waiting for next chunk
We are having same issue in our 7604 environment No error no processing AIE is running but doing nothing. Increase the time gap between job runs, created two instance of AIE and distributed the load . Did helped a bit but problem is still there. Opened a case with BMC and wai...ting for solution. More than 6-7 weeks now :) Ravi Rai Date: Wed, 26 Sep 2012 21:27:47 -0500 From: lne...@columnit.com Subject: Re: AIE Job - stuck at waiting for next chunk To: arslist@ARSLIST.ORG ** Kali, What kind of volume of records are you dealing with (both source and target)? If the data volume has significantly grown between when it was working and now, then you might want to look at your [Data Key Query] qualification on the Data Mapping for this job. Specifically, see if you might be able to utilize the $KEY$ or $KEYLIST$ keywords in your qualification. HTH Leonard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kali Obsum Sent: Tuesday, September 25, 2012 3:49 AM To: arslist@ARSLIST.ORG Subject: AIE Job - stuck at waiting for next chunk ** Hi, We have an AIE Exchange Job (Type: from AR Form to flatfile) that was running before, then suddenly stopped running. We already turned on the Debug logs for that job but it doesn’t give any errors. Instead, after the job starts, it seems to be stuck at “Waiting for next chunk” stage and no new logs are written after that. Then the job just stays on in “Running” status and never finishes, but it’s not doing anything. Any ideas what may cause the job to stop at “Waiting for next chunk” status? Thanks! Regards, Kali NOTICE The information contained in this email is confidential. If you are not the intended recipient, you must not disclose or use the information in this email in any way. If you received it in error, please tell us immediately by return email and delete the document. We do not guarantee the integrity of any e-mails or attached files and are not responsible for any changes made to them by any other person. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Dev Studio 7.6.04 - Can't update join criteria
Check the mode on the dev studio Try modifying join criteria in Base development mode Ravi Date: Wed, 19 Sep 2012 09:41:46 -0700 From: thad.es...@gmail.com Subject: Dev Studio 7.6.04 - Can't update join criteria To: arslist@ARSLIST.ORG ** Hello, I know I'm missing something simple, but being new to Dev Studio, I'm not sure where to look. I am trying to update the join criteria on a form, and dev studio isn't letting me. From the Form Propteries Join Information window, I can select the text of the join qualificatin, but can't type in the text box, and the ... button is disabled and doesn't respond to clicks. The join form has been overlaid (both form and view), as well as both of the underlying forms. I am in Best Practice Customization mode. I didn't see anyting in the docs that explicitly stated I couldn't do this. I'm not sure if it matters, but the forms involved are: Underlying forms: APR:Approver Lookup -- added field SRM:Request Join form SRS:RequestApproversLookup -- added the new field from APR:Approver Lookup, need to update the join to account for it. Using Dev Studio 7.6.04, SP4. (was on SP3 and it didn't work there either) Thanks, Thad _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Importing SRM (7.6.00) On-Behalf-Of rules
Rob, On Behalf of defination are stored in OBO:onBehalfOfDefination form I only have 7604 so cannot test but you can export defination and try importing it to the form mentioned above Ravi Date: Wed, 19 Sep 2012 07:10:35 + From: rob.van.e...@capgemini.com Subject: Importing SRM (7.6.00) On-Behalf-Of rules To: arslist@ARSLIST.ORG ** Hi fellow listsers, Does anyone of you know whether it’s possible to import a rather huge / complex set of “On-Behalf-Of” rules in SRM 7.6.00 (running on ARS 7.5.00)? One of our customers doesn’t want a “Company for all” kind of rule, and I do not like the idea of creating individual rules for individuals or groups (as they have a massive organization hierarchy) L I thought this could have been part of the Data Manipulation Client setup, but unfortunately, I cannot find it. I know DMC is for primarily for ITSM and Foundation data and not particularly for SRM. Thanks for any hints / tips. Regards, Rob. _ Rob van Eerd | Capgemini | Netherlands, Utrecht IT Management Solutions | Division ITS E-Mail: rob.van.e...@capgemini.com Office: +31306894641 / Mob: +615030666 / www.capgemini.com People matter, results count. _ Capgemini is a trading name used by the Capgemini Group of companies which includes Capgemini Netherlands, a company registered in Netherlands whose registered office is at Papendorpseweg 100, Utrecht. This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message._attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are attachment: image001.jpgattachment: image002.pngattachment: image003.gifattachment: image004.gif
Re: Random Null Issue
This is fixed with Mid Tier Hot Fix MT_7604SP3_2012JUL26_CU_ALL SW00428432 Tool tip sometimes causes null to appear in the center of the browser window Date: Wed, 19 Sep 2012 17:09:24 -0400 From: ago...@jcp.com Subject: Re: Random Null Issue To: arslist@ARSLIST.ORG ** You are not alone we have seen it too. I’ve seen this on multiple forms not just incident. It clears when you close the session or window and re-launch. You have a very similar environment to us – only difference is we’re on sp3 with hotfix - 7.6.04 SP3 201207061314 for ARS and midtier. For us it has not got to the point of pain to open an issue with BMC. Can you imagine trying to diagnose this and capture what they need to “reproduce” the issue. I’m not in the mood for another root canal right now. Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Lockwood, Teresa L Sent: Wednesday, September 19, 2012 4:01 PM To: arslist@arslist.org Subject: Random Null Issue ** I have a strange issue that I’m not sure where to start looking for resolution, so naturally I am reaching out to the experts out there ;) On various windows at random times I see the word “null” in the middle of the screen in mid-tier.(see screenshot) My users have reported it and I see it periodically as well. Any and all suggestions are welcome ;) Thanks! AR Server: 7.6.4 patch 2 on Windows 2008 SQL - Windows 2008 ITSM v7.6.4 patch 2 MidTier 7.6.4 patch 2 Windows 2008 Terri - This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. - _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are attachment: image001.pngattachment: image003.jpg
Re: Querys that kill my system
Joe, This feature is available Add following in Ar.cfg Large-Result-Logging-Threshold: 7 7 is the threshold limit enable thread log result will be like THRD 1 /* Mon Jul 09 2012 16:05:38.2310 */ Thread Id 39696 (GLEWF) large result buffer allocation - /Length: 840183/Entries: 3000/Client Ver: =10/RPC ID: 11393/User: UserName/Form: Form name/ Ravi Date: Tue, 18 Sep 2012 14:05:57 -0400 From: jdso...@shyle.net Subject: Re: Querys that kill my system To: arslist@ARSLIST.ORG ** So this feature really isn't there? You nearly had me there! It’s a great feature if it was there though.. Maybe a perfect candidate for some sort of an enhancement request.. Joe From: John Sundberg Sent: Monday, September 17, 2012 10:04 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Querys that kill my system ** It is a little hard to say what version it was Because in 2012 -- BMC renamed it all to BMC Atrium ... threw in the kitchen sink -- which included the Remedy product and the ITSM Suite + some discovery software + a CMDB... But in 2014 Oracle broke it all up -- and peeled off the ITSM software into something they called Oracle Service Support (And the concept of a development admin tool went away) -- it is purely configuration and consulting to configure the product... (Traditional Remedy customer are unhappy - new customers don't know better - think they are eating a juicy steak - turns out it is pink slime) RemedyForce was taken over by Business.com (aka Salesforce.com). RemedyOnDemand - still exists -- but is part of Oracle Scalable Enterprise - which everybody calls Oh say ... can you see -- because nobody can actually see it working... kind of a weird industry joke... (Still not sure about it -- I think 2021 humor goes over my head) Same timeframe -- Oracle renamed Remedy to Oracle Enable ... and it became really the adhoc business back-office apps generator SRM was abandoned by Oracle -- really BMC killed it before Oracle got it (circa 2011) - BMC just never told the customers. Of course Kinetic Data stayed independent and front-ends both Oracle Service Support and the Enable framework - keeping customers happy - regardless of the shenanigans behind the scenes... BTW - the MN Vikings still are without a Superbowl in 2021 :( Obama gets reelected. Republican gets elected 2016 -- does a fair job - but chooses not to rerun. Hillary gets 2020. And that is all I know... -John On Mon, Sep 17, 2012 at 8:15 PM, Shellman, David dave.shell...@te.com wrote: ** John, Do you know what version this introduced? Dave On Sep 17, 2012, at 8:43 PM, John Sundberg john.sundb...@kineticdata.com wrote: ** No - they won't work. :( Sorry... -John On Mon, Sep 17, 2012 at 6:05 PM, Chris Kelly ctopke...@gmail.com wrote: ** These are great suggestions But I an in 2012 and I need a solution today As you can tell I know nothing about remedy. So will adding the two lines work? Any help is great, my future self says thanks also Chris On Sep 17, 2012 4:26 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** Sweet... don’t think I knew this.. New feature?? Joe From: John Sundberg Sent: Monday, September 17, 2012 4:56 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Querys that kill my system ** You could go into ar.cfg add the 2 lines : ars_track_long_queries: true ars_track_long_queries_min_length: 5000 # This is milliseconds - so all greater than 5 seconds Then -- restart server Look for table called: ARS_TRACK_QUERIES (I think that is the name)… Look in there -- it will tell who when what how long it ran how many entries returned what ip address what client type and version Pretty sweet feature… (wish I would have thought of it originally) -John On Mon, Sep 17, 2012 at 10:21 AM, Chris Kelly ctopke...@gmail.com wrote: ** Thanks so very much. I am not a Remedy Admin so My admin says the Unqualified searches is disabled. I will work on getting the fields indexed asap. The thing is we don't know who is running the queries... is there a way on the remedy system that we could look at to see who is running this and stop it when it is going on? Chris On Mon, Sep 17, 2012 at 9:09 AM, Maddala, Venkat venkat.madd...@ncr.com wrote: ** Hi Chris, Here are the few things that you can do 1) Disable Unqualified searches on server 2) Index the most commonly used fields in search 3) Limit the free form searches by adding custom workflow BTW is this for custom applications? Or OOTB? HTH Venkat Maddala http://RemediesForRemedy.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Kelly Sent: Monday, September 17, 2012 10:51 AM To: arslist@ARSLIST.ORG Subject: Querys that kill my system ** Hello all. I
Re: Querys that kill my system
Chris, It will tell you all the big SQL queries running in th esystem. GLEWF API calls which are associated with large queries You can use this to see - which form is getting most of the GLEWF call , need more indexing etc - Which user is issueing it , do he need to do that or can go to alternate source to pull reports etc - Frequency of the call,at what time he is using it can he do it during non peak hours - corelate it if that is actually causing the serve slowness and outage Ravi Date: Tue, 18 Sep 2012 13:26:14 -0600 From: ctopke...@gmail.com Subject: Re: Querys that kill my system To: arslist@ARSLIST.ORG ** Ravi What does this tell you about the system??? On 09/18/2012 01:22 PM, ravi rai wrote: ** Joe, This feature is available Add following in Ar.cfg Large-Result-Logging-Threshold: 7 7 is the threshold limit enable thread log result will be like THRD 1 /* Mon Jul 09 2012 16:05:38.2310 */ Thread Id 39696 (GLEWF) large result buffer allocation - /Length: 840183/Entries: 3000/Client Ver: =10/RPC ID: 11393/User: UserName/Form: Form name/ Ravi Date: Tue, 18 Sep 2012 14:05:57 -0400 From: jdso...@shyle.net Subject: Re: Querys that kill my system To: arslist@ARSLIST.ORG ** So this feature really isn't there? You nearly had me there! It’s a great feature if it was there though.. Maybe a perfect candidate for some sort of an enhancement request.. Joe From: John Sundberg Sent: Monday, September 17, 2012 10:04 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Querys that kill my system ** It is a little hard to say what version it was Because in 2012 -- BMC renamed it all to BMC Atrium ... threw in the kitchen sink -- which included the Remedy product and the ITSM Suite + some discovery software + a CMDB... But in 2014 Oracle broke it all up -- and peeled off the ITSM software into something they called Oracle Service Support (And the concept of a development admin tool went away) -- it is purely configuration and consulting to configure the product... (Traditional Remedy customer are unhappy - new customers don't know better - think they are eating a juicy steak - turns out it is pink slime) RemedyForce was taken over by Business.com (aka Salesforce.com). RemedyOnDemand - still exists -- but is part of Oracle Scalable Enterprise - which everybody calls Oh say ... can you see -- because nobody can actually see it working... kind of a weird industry joke... (Still not sure about it -- I think 2021 humor goes over my head) Same timeframe -- Oracle renamed Remedy to Oracle Enable ... and it became really the adhoc business back-office apps generator SRM was abandoned by Oracle -- really BMC killed it before Oracle got it (circa 2011) - BMC just never told the customers. Of course Kinetic Data stayed independent and front-ends both Oracle Service Support and the Enable framework - keeping customers happy - regardless of the shenanigans behind the scenes... BTW - the MN Vikings still are without a Superbowl in 2021 :( Obama gets reelected. Republican gets elected 2016 -- does a fair job - but chooses not to rerun. Hillary gets 2020. And that is all I know... -John On Mon, Sep 17, 2012 at 8:15 PM, Shellman, David dave.shell...@te.com wrote: ** John, Do you know what version this introduced? Dave On Sep 17, 2012, at 8:43 PM, John Sundberg john.sundb...@kineticdata.com wrote: ** No - they won't work. :( Sorry... -John On Mon, Sep 17, 2012 at 6:05 PM, Chris Kelly ctopke...@gmail.com wrote: ** These are great suggestions But I an in 2012 and I need a solution today As you can tell I know nothing about remedy. So will adding the two lines work? Any help is great, my future self says thanks also Chris On Sep 17, 2012 4:26 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** Sweet... don’t think I knew this.. New feature?? Joe From: John Sundberg Sent: Monday, September 17, 2012 4:56 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Querys that kill my system ** You could go into ar.cfg add the 2 lines : ars_track_long_queries: true ars_track_long_queries_min_length: 5000 # This is milliseconds - so all greater than 5 seconds Then -- restart server Look for table called: ARS_TRACK_QUERIES (I think that is the name)… Look in there -- it will tell who when what how long it ran how many entries returned what ip address what client type and version Pretty sweet feature… (wish I would have thought of it originally) -John On Mon, Sep 17, 2012 at 10:21 AM, Chris Kelly ctopke...@gmail.com wrote: ** Thanks so very much. I am not a Remedy Admin so My admin says the Unqualified searches is disabled. I will work on getting the fields indexed asap. The thing is we don't know who is running the queries... is there a way on the remedy system
Re: Querys that kill my system
Restrict Max Entries return by Get List to 2000 or 3000 This might cause issue with people pulling monthly report. In our setup we have two server in server group. Server 1 which is user facing has the restriction and server 2 which is for other processes does not have restriction. people who need to pull big reports either go to second server or use DSS. You may alos set Allow unqualified search to false but these days user are smart and when they see unqualified search is not allowed they start searching with Wildcard and bring the server down :) Ravi Date: Mon, 17 Sep 2012 08:50:43 -0600 From: ctopke...@gmail.com Subject: Querys that kill my system To: arslist@ARSLIST.ORG ** Hello all. I have a question for the group. Our ARsystem 7.1 and what is going on is when someone runs a intensive query my system comes to a standstill. what are a few things i would do to stop this? or set it so if queries get approved before running Please help ... Chris _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Querys that kill my system
In 7604 it works with thread logining Enable Thread Log and add following line in Ar.cfg and restart services Large-Result-Logging-Threshold: 9 Ravi Date: Mon, 17 Sep 2012 15:58:10 -0500 From: john.sundb...@kineticdata.com Subject: Re: Querys that kill my system To: arslist@ARSLIST.ORG ** So sorry about that last email -- my time travel machine brought me back to 2012 -- when I could have sworn I typed in 2021… My bad. Check for the new feature in 2018 or so -- I think that was it. Now this is weird -- who invented the feature??? -John On Mon, Sep 17, 2012 at 3:56 PM, John Sundberg john.sundb...@kineticdata.com wrote: You could go into ar.cfg add the 2 lines : ars_track_long_queries: true ars_track_long_queries_min_length: 5000 # This is milliseconds - so all greater than 5 seconds Then -- restart server Look for table called: ARS_TRACK_QUERIES (I think that is the name)… Look in there -- it will tell who when what how long it ran how many entries returned what ip address what client type and version Pretty sweet feature… (wish I would have thought of it originally) -John On Mon, Sep 17, 2012 at 10:21 AM, Chris Kelly ctopke...@gmail.com wrote: ** Thanks so very much. I am not a Remedy Admin so My admin says the Unqualified searches is disabled. I will work on getting the fields indexed asap. The thing is we don't know who is running the queries... is there a way on the remedy system that we could look at to see who is running this and stop it when it is going on? Chris On Mon, Sep 17, 2012 at 9:09 AM, Maddala, Venkat venkat.madd...@ncr.com wrote: ** Hi Chris, Here are the few things that you can do 1) Disable Unqualified searches on server 2) Index the most commonly used fields in search 3) Limit the free form searches by adding custom workflow BTW is this for custom applications? Or OOTB? HTH Venkat Maddala http://RemediesForRemedy.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Kelly Sent: Monday, September 17, 2012 10:51 AM To: arslist@ARSLIST.ORG Subject: Querys that kill my system ** Hello all. I have a question for the group. Our ARsystem 7.1 and what is going on is when someone runs a intensive query my system comes to a standstill. what are a few things i would do to stop this? or set it so if queries get approved before running Please help ... Chris _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- John SundbergKinetic Data, Inc. Your Business. Your Process. WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com -- John SundbergKinetic Data, Inc. Your Business. Your Process. WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: [EXTERNAL] caching issues mid-tier 7.6.4 SP3
Login to mid tier config tool Cache Settings --Flush Cache There are setting for Defination check and resorce check on the cache setting page. You can keep that to minimun on Dev and test server You can do flush on Dev and test environment frequently to apply and test changes but i dont think you need to do it on Prod server other than during release window. Ravi Date: Thu, 13 Sep 2012 17:14:55 + From: nkst...@sandia.gov Subject: Re: [EXTERNAL] caching issues mid-tier 7.6.4 SP3 To: arslist@ARSLIST.ORG ** Shafqat: As a tester at my site, I’ve had to become aware of this procedure because weird results can occur during testing if it’s not done, but I’m not a Remedy admin and I’ve certainly never flushed the mid-tier cache myself. I just ask one of our Remedy admins if it’s been done and they take care of it for me if it hasn’t. Do any of you listers out there know enough about what flushing the mid-tier cache entails to be able to give Shafqat some pointers on how to automate that procedure? Thanks, Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008 From: Shafqat Ayaz [mailto:shafq...@yahoo.com] Sent: Thursday, September 13, 2012 9:26 AM To: Stroud, Natalie K Subject: Re: [EXTERNAL] caching issues mid-tier 7.6.4 SP3 Hi Natalie Any chance you could please tell me how you clear the cache on the server? Apart from the obvious way of going to the server properties! I am trying to automate it from the command line. Thanks Shafqat Ayaz From: Stroud, Natalie K nkst...@sandia.gov To: arslist@ARSLIST.ORG Sent: Tuesday, September 11, 2012 7:39 PM Subject: Re: [EXTERNAL] caching issues mid-tier 7.6.4 SP3 ** Josh: It’s not clear to me whether the cache directories you’ve already deleted are server side (i.e. mid-tier) or user side (web browser) or both. In our 7.6.04 SP2 installation, we’ve found that if we flush only the mid-tier cache without also having the users clear their browser caches (and they need to FULLY clear their browser caches by closing ALL open browser windows, marking every possible option for clearing in IE – our site-standard browser, then going in and deleting any leftover files - I can send you the full procedure if you use IE at your site), then behavior similar to what you describe happens. We’ve particularly seen behavior like this when we upgraded the ITSM application itself, but I would recommend doing it even for a mid-tier-only upgrade. It’s like both the server side and user side caches need to be fully refreshed in order for everything to work right. And if you do this and still have issues, you can be confident that the problem isn’t being obscured or caused by caching conflicts. We’ve found that in going to ITSM, we’ve had to become very familiar with the web browser – how its settings affect behavior in ITSM and how to clear its cache properly so that you get a “clean” pull from ITSM. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Bray, Joshua Sent: Tuesday, September 11, 2012 11:47 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] caching issues mid-tier 7.6.4 SP3 ** Has anyone on the list run in to strange corrupt cache issues with mid-tier 7.6.4 SP3? We just upgraded from 7.5 and are having issues since the upgrade. What we are seeing are certain fields duplicated and in strange places. We are also getting “Caught exception” errors (there are several different errors, but they all start with Caught exception). We are in a load balanced environment. When a user is having an issue, if they go to the other server, they are usually fine (but sometimes, it’s messed up, but it’s a different field duplicated and in the wrong place). Usually, if we clear the cache on the server, that will clear up the issue, but then another user will have a different field that’s messed up. I’ve read back through the list and seen others with similar issues, and followed the suggestions, but they haven’t fixed the issue. Here is what I have tried so far: 1. Delete bak files 2. Deleted cache directories 3. Added the results list on all views (on the forms where we have seen the issue) 4. Increased the java heap size 5. Turned off the persistence cache in the mid tier console I have looked at some of the hot fixes, but they don’t seem to have any fixes for our issues. Here’s our full mid-tier version: 7.6.04 SP3 201201302357. We are on Windows 2008, 64GB ram. We have a ticket open with BMC, but they just keep asking us for logs. Thanks, Josh Bray Turner Broadcasting System, INC _attend WWRUG12 www.wwrug.com ARSlist:
Re: Creating incidents from a spread sheet in ITSM 7.6.4
You can use HPD:IncidentInterface_Create but workflow might need some modification as i am not sure if all workflow are firing on MERGE Or you can stage the data from Excel to a staging form and write escalation to pushe one by one to HPD:IncidentInterface_Create it will crerate incident for you. Happy Bday :) Ravi Date: Thu, 13 Sep 2012 13:54:42 -0400 From: howard.rich...@coxinc.com Subject: Creating incidents from a spread sheet in ITSM 7.6.4 To: arslist@ARSLIST.ORG ** All, Is it possible to create incidents from a spread sheet in ITSM 7.6.4 and if so how? I have a customer that has another system (non Remedy) and can export most of the data required to open a new or closed incident, my question is what can I use to do that. Would a simple import into the helpdesk form work? Any ideas would be helpful, just be nice it’s my birthday and it’s been a very strange year for me, Howard Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Cox Innovation Agent (CIA) Submit your idea today for a chance to earn a badge and be entered into a monthly drawing for a $10 gift card. Submit your idea: http://innovation.coxenterprises.com/ideas View your badges: http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are attachment: image001.gifattachment: image002.pngattachment: image003.pngattachment: image004.png
Re: Upgrade from 7.1 to 7.6.04
We did the same 7.1 to 7604 SP3 - move customizations over and use RRRChive to migrate data over thanks Ravi Date: Wed, 12 Sep 2012 11:22:38 -0400 From: panc...@finityit.com Subject: Upgrade from 7.1 to 7.6.04 To: arslist@ARSLIST.ORG ** We are in the process of upgrade 7.1 to 7.604 with all the ITSM apps and some minor customizations. There are a few paths we are trying: - move customizations over and migrate data over to new system - use the Delta Data Migration Tool and a staging server as outlined in the BMC whitepaper - move customizations over and use RRRChive to migrate data over Has anyone else attempted this upgrade? What path did you chose? Are there any lessons learned or recommendations? Thanks, Brian _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy archiving
LJ, During my training I worked on Pentaho Spoon tool . Did Spoon got transformed to Kettle or they are different tool. :) regards ravi Date: Tue, 11 Sep 2012 14:14:28 -0600 From: lj.longwing@mda.mil Subject: Re: Remedy archiving To: arslist@ARSLIST.ORG And if you wanted to stay with tools you may already have (if you have ITSM 7.6.04 and AI), you could utilize Pentaho (http://kettle.pentaho.com/) and transform in that manner. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Ferguson Sent: Tuesday, September 11, 2012 2:09 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy archiving ** Thanks Ananth for the clarification. Yurbi has a built-in component called Yurbi Connect, leveraging the easy to report feature I mentioned at the DB level the Yurbi Connect portion allows you to extract data, transform it (if needed), and load it into a new set of tables (ETL). So there still may be a fit for what you need. You can build any set of queries you need from the DB to extract the form data and then re-loaded it into any Oracle or SQL database you would like to build your archive. http://www.yurbi.com/solutions/data-integration-software/ thanks, David On Tue, Sep 11, 2012 at 4:00 PM, Anantha Jeyaprakash mrwebminis...@gmail.com wrote: ** Hi David, Thanks for your info. We want to archive data from our Incident form. Our incidents are growing and we decide to move our old data to archive forms. Remedy has OOB Archive feature, but that is very limited (only form level), not application level. Thanks, Ananth On Tue, Sep 11, 2012 at 12:16 PM, David Ferguson david.fergu...@5kfish.com wrote: ** Hi Ananth, I am not 100% clear on what you mean when you mention integrate the archive data in Remedy 7.5 so my answer may be off-base but hopefully it will help you or someone else. We find a lot of our customers leverage Yurbi to report, data mine, search their archived Remedy data because Yurbi accesses the Remedy data at the database layer, you don't need to have the application running. This works great in archive situations. And there are a lot of integration opportunities with Yurbi and Remedy 7.5/7.6. For example, you can integrate reports/dashboards so that any Stakeholder can still access and search the archive data. You can create integrated dashboards/reports combining archive data with LIVE data from the current system. You can even start to integrate data from non-Remedy systems like a phone system or 3rd party inventory, financial, etc, systems. You can learn more about Yurbi for BMC Remedy here - http://www.yurbi.com/solutions/bmc-itsm-remedy/ Let me know if I can be of more assistance, David On Tue, Sep 11, 2012 at 1:06 PM, Anantha Jeyaprakash mrwebminis...@gmail.com wrote: ** Team, We want to archive Remedy ITSM data. Is there a tool available (other than OOB Archive) to integrate in Remedy 7.5/ ITSM 7.6. Thanks, Ananth _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- David A. Ferguson Yurbi(r) - Bring Your Data to Life http://www.yurbi.com Work: 571-354-0515 Fax: 703-991-5935 Email: david.fergu...@5kfish.com http://www.linkedin.com/in/davferg http://www.twitter.com/davferg5000 5000fish, Inc. http://www.5kfish.com 2850 W. Horizon Ridge Parkway Suite 200 Henderson, NV 89052 http://www.linkedin.com/in/davferg _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Cheers, Ananth _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- David A. Ferguson Yurbi(r) - Bring Your Data to Life http://www.yurbi.com Work: 571-354-0515 Fax: 703-991-5935 Email: david.fergu...@5kfish.com http://www.linkedin.com/in/davferg http://www.twitter.com/davferg5000 5000fish, Inc. http://www.5kfish.com 2850 W. Horizon Ridge Parkway Suite 200 Henderson, NV 89052 http://www.linkedin.com/in/davferg http://p1.wisestamp.com/pixel.png?p=chromev=3.9.10.0t=1323900400670u=4deb2d080c4ca423 http://p1.wisestamp.com/pixel.png?p=chromev=3.9.10.0t=1324008406507u=b1b2fbb30c4ca423 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Oracle vs. SQL
Tauf, My Preference will be SQL... Ravi Rai Date: Wed, 5 Sep 2012 21:28:02 + From: shawn.pier...@sug.com Subject: Re: Oracle vs. SQL To: arslist@ARSLIST.ORG ** I’ve worked with both, and in the specific case of running Remedy, I personally prefer SQL Server. Part of it may be due to the out of the box case insensitivity, the easier to use interfaces (I have done Microsoft-based development and taken several SQL Server DB classes in the past.) We use SQL Server in clustered environments with good size data and transaction requirements so while I wouldn’t try to run Facebook on it (or Oracle for that matter), it should be no problem whatsoever for any size Remedy system. Both Oracle and SQL Server are extremely stable, the only times I’ve seen problems are due to things outside of the database engine itself. Overall, I think you’re comparing Florida oranges to California oranges, where both are good and the answer comes down to a selection of personal experience. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, September 05, 2012 3:43 PM To: arslist@ARSLIST.ORG Subject: Oracle vs. SQL ** All, To those of you who have run Remedy on both Oracle and SQL DB, do you have a preference as to which is better/stable/faster etc..? I know SQL has come a long way. Any opinions are welcome. -- Tauf Chowdhury _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS generational logging
Susan We are on 7604 and this is available you can define the size of the log and it keeps rolling. In an event like service restart it will create backup of the log file and start new log file so that you dont loose the log entry for time around the event. Ravi Date: Fri, 17 Aug 2012 17:21:00 -0500 From: suzanpal...@gmail.com Subject: Re: ARS generational logging To: arslist@ARSLIST.ORG ** Hi Andrew, Not sure what 'generational' logging is. Are you referring to a rolling log, where you could set a max and then oldest entries drop off when the max size is reached to make room for new entries? That would be great to have some logs continually running for those unexpected times when you'd like to look at something that happened but the logs weren't on. Regards, Susan On Fri, Aug 17, 2012 at 10:16 AM, Goodall, Andrew C ago...@jcp.com wrote: ** I’ve been wanting generational logging in ARS for a long time. I just learned that is now available with a new ar.cg parameter Max-Log-History I don’t know when this was implemented, maybe it was with 7.6.x but I wish BMC would have advertised this to admins or made this accessible on the Server Information Tab. e.g. Max-Log-History: 20 Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Data dictionary menu
Kiran See forms related to Reporting like ReportCreator Ravi Date: Thu, 16 Aug 2012 12:48:09 -0600 From: lj.longwing@mda.mil Subject: Re: Data dictionary menu To: arslist@ARSLIST.ORG Kiran, I have found them useful when dealing with applications that deal with documenting Remedy internals, such as list of forms, list of Char fields on that form, then give me the menu attached to that char menu if it has one...that sort of thing if I remember correctly. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kiran Sent: Thursday, August 16, 2012 12:19 PM To: arslist@ARSLIST.ORG Subject: Data dictionary menu ** Hi experts, Please let me know the exact use of data dictionary menus In which all scenarios,these menus are useful Sent from Samsung Mobile _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Caught Exception Object Expected - 7.6.04 Mid-tier Patches, patches, patches!
Claire Which patch did you installed before the current Aug patch ? Was it MT_7604SP3_2012JUL26_CU_ALL Regards Ravi Date: Wed, 15 Aug 2012 15:33:45 + From: claire.sanf...@memorialhermann.org Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier Patches, patches, patches! To: arslist@ARSLIST.ORG I had so many issues with the patch that I was given. Fonts changed, more Caught Exception Errors than I have had before, fields not populating, fields moving. I went looking and then checked with Support and downloaded the most recent patch dated August 10th (MT_7604SP3_2012AUG10_CU_ALL.ZIP). So far (just one day). No errors and people are reporting speed they have not seen since we moved from a thick client. None of the problems occurred on my Test server. They only happened on my Prod server. My regular work queue is behind, the last bit of stuff to move over from 6.3 is behind, the next phase of the project is starting and I am so far in the weeds!! Calgon take me away!! ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Oracle Win 2008 Server Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.org Claire -- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Thursday, August 02, 2012 5:06 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier ** I tried to flush the cache several times. I even tried to delete the cache files manually in the mid-tier cache directory and on the Tomcat Catalina working directory. It did not help. Fiddler does not capture anything either. I was told by Claire Sanford that there is a new mid-tier patch that just came out for 7.6.04 SP3. I just downloaded it and plan to try it in my dev environment. The weird thing is that the development environment shows no signs of problems. It is just the production one. Then again, Dev is just a straight one mid-tier and one app server configuration. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Workflow Logging in IE 8
Hi SW00421038 When Mid-Tier uses SSL the workflow log window is reset every time a new window is opened This is fixed in MT_7604SP3_2012JUL26_CU_ALL Apply the hot fix. Ravi Rai Date: Tue, 7 Aug 2012 02:20:00 -0400 From: savar...@gmail.com Subject: Workflow Logging in IE 8 To: arslist@ARSLIST.ORG Hi, I want to view the workflow log on midtier hence i have done below settings: 1.Search for the user’s entry in th e AR System User Preference form. 2 Click the Logging tab. 3 In the Client section, select Yes next to types of logging you want to perform: „ Active Links „ Timings (Web) 4 Click Save. But whenever i open new form on midtier the old log window disappears and new log shows up. Can anyone please tell how to append the new logs on same browser window/ how to retain every log activity on same log window? Using: Internet Explorer : 8.0 AR Server : 7.5 MidTier : 7.6.04 Appreciate help! Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Caught Exception Object Expected - 7.6.04 Mid-tier
Do cache flush on all mid tier nodes. On IE hit F12 new popup will open go to Cache and select Clear browser Cache for this domain Close all browser and retry Regards Ravi Rai Date: Thu, 2 Aug 2012 16:20:39 -0400 From: jdso...@shyle.net Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier To: arslist@ARSLIST.ORG ** If it does not work on IE as well on a supported version, then was it ever working? If so any updates to the Java libraries? Joe From: Ortega, Jesus A Sent: Thursday, August 02, 2012 4:12 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier ** Yes, we are using IE 8 as our main browser. I just ran the diagnostic in Firefox to get more information on the error. As usual, BMC support is of no help. I had our support org escalate it as a high incident and all I hear is crickets from BMC land. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, August 02, 2012 2:47 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier ** My first immediate question to you would be did you try this on an officially supported browser IE on an officially supported version? Firefox is not one of the officially supported browser, so though most things work on FireFox or Safari or Chrome, if something does not work, I would try it on a supported version of IE before deeming it to be a problem. If it’s a problem there too, then yes further investigate. If not then it may just be one of those exceptions that are not supported on non IE browsers.. Personally I like Chrome and then FireFox too, but when I encounter a problem, I attempt reproducing it on IE.. If it cannot be reproduced on IE, then technically you do not have much of a case, you could try bringing it up with BMC Support, but there is no guarantee they would consider it as a priority issue.. Joe From: Ortega, Jesus A Sent: Thursday, August 02, 2012 3:38 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Caught Exception Object Expected - 7.6.04 Mid-tier ** Greetings ARSListers, I really don’t like bothering everyone on the list with questions of this type, but I need some help. First of all I have a 7.6.04 ARsystem \ITSM SP2 system and have Mid-tier 7.6.0 SP3. . I am running a load balanced, server grouped environment on Windows 2008 R2, and Tomcat 6, 64-bit, 2 midtiers, 2 app servers. In the past few days I have been getting a steady stream of complaints from my clients regarding an error when they are searching changes. They will go to Applications menu\Change Management\Search Change and when the change form opens and they search, they get “Caught Exception : Object Expected” . This only happens to a few people, not everyone, but it is consistent. I have tried to flush the mid-tier cache, manually delete Tomcat and Mid-tier cache, and I got rid of the Viewstat.dat file. One customer that has the issue can go to any machine and the issue follows her. I can hard code her password and log into my desktop and it will happen to me. We turned on logging in Firefox and captured the following error. It seems to point at ClientCore.js. I have a suspicion that this is cache related, perhaps eCache related. Your help would be appreciated. Caught exception http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 - TypeError: q is not a function... AT: MarshallArgs@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 FormAction_GenericApply@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 ARACTCommit@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/forms/ideliverapp/CHG:Infrastructure%20Change/Best%20Practice%20View/form.js/37a779c4.js?format=html:993 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 ARRunGoto@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 ExecuteWorkflow@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver
Re: SRM Data Visualization Module
Thanks Shawan
Regards
ravi
Date: Thu, 26 Jul 2012 09:26:08 -0500
From: smrosenbe...@gmail.com
Subject: Re: SRM Data Visualization Module
To: arslist@ARSLIST.ORG
**
Ravi,
Here is a list of what we worked with and the locations we discovered so far.
I'll update if we discover any other components.
Data Visualization Definition form within Remedy
SRMSServiceRequestBrowser:resources/css/list-services.css - Modifying this file
allowed us to change the length of the Title fields and to allow the Title
field to wrap in order to display additional information. Other changes can be
made here as well; however, we have not tested them all.
SRMSServiceRequestBrowser:resources/css/browse-categories.css. I believe this
one controls the categories list of services. (We have not tested yet)
SRMSServiceRequestBrowser:resources/css/browse-services.css I believe this
controls the initial page of services. (We have not tested yet)
SRM Tile entries also exist here (SRM-Tile-small-online.gif, SRM-Tile-small.gif
and SRM-Tile-large-gif. We were trying to change the
SRM-Tile-small-online.gif; however, updating the entry here had no impact)
Data Visualization Module form in Remedy
SRMServiceRequestBrowser - This is the module called up for SRM. The Module
code is located in the SRMServiceRequestBrowser.jar file which is attached to
the module entry. We tried updating the SRM-Tile-small-online.gif here as well
since we had discovered another copy of it here. Making this change had no
impact. We are still looking into how changing this .jar can impact the SRM
module.
AR System Resource Definitions form in Remedy
Entries with name AG2A0720524153_FYRTAdeHrJAJrwTx,
AG2A0720524153_FYRTAdeHrJAJrwT and AG2A0720524153dFYRTAZ8_pJAzrsT. These
entries also contain attachments for the SRM .gif files (SRM-tile-large.gif,
SRM-tile-small.gif and SRM-tile-small-online.gif). Changing the .gif here did
finally the presentation of the SRM module.
We have not confirmed yet if only the entry in the AR System Resource
Definitions form needs to be updated for the .gif display to change or if you
need to make the changes in the other locations as well. When we made the
change in the AR System Resource Definitions entry, the other locations had
already been changed as well. Once we have more time we will try to test this
out.
I hope that helps, feel free to ask any questions. We are working our way
through this as well and plan on making some more changes to the SRM look and
feel in the future.
Regards,
Shawn Rosenberry
Senior Remedy Developer
Lyondellbasell
Hi Shawn,
Can you provide more detail for this change
Like whatis the gif file name what was the change. Only Gif was changed or CSS
or Jar was also changed
We are also having same issue and wanted to change the display of SRM
Thanks Regards
Ravi Rai
Date: Wed, 25 Jul 2012 16:12:48 -0500
From: smrosenbe...@gmail.com
Subject: Re: SRM Data Visualization Module
To: arslist@ARSLIST.ORG
**
Hey Everyone,
Just an FYI in case anyone ever wants to update the SRM services tile. We
found the .gif file in the Data Visualization Definition form and within the
SRMSServiceRequestBrowser.jar file, however, modifying those files had no
effect. Always a believer in giving credit where credit is due, one of our
developers Rammohan Dosila found that another copy of the .gif is located
within the AR System Resource Definitions form. Once that copy was updated and
the Mid-Tier cache cleared, the desired change was now reflected within SRM.
On Tue, Jul 24, 2012 at 12:13 PM, Carl Wilson carlbwil...@gmail.com wrote:
**
Hi,
unfortunately the main part is defined in the compiled jar file.
You do have some control over the HTML Definitions with respect to what is
displayed and can play with these somewhat.
Cheers
Carl
http://www.missingpiecessoftware.com/
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shawn Rosenberry
Sent: 24 July 2012 18:01
To: arslist@ARSLIST.ORG
Subject: SRM Data Visualization Module
**
Hi List,
We are currently in the process of moving to 7.6.4 and with it we have a new
look and feel for SRM. Unfortunately, not everyone is a fan of the new look
especially with how the Title and Description of our Services is being cut off.
So far I have been unable to find much in the way for documentation on how to
modify this look. I have found the Jar file within the Data Visualization
Module form and have found what I believe to be a data limitation within
browse-services.js. In particular the section below
function truncateDescriptions() {
var divs = document.getElementsByTagName('div');
if (divs divs.length 0) {
for (var d=0; ddivs.length; d++) {
if (divs[d].className == categoryDescription) {
var desc = divs[d].innerHTML;
var trunc = truncateByBytesUTF8(desc, 240);
if (trunc.length desc.length) {
divs[d].innerHTML = trunc + #133
Re: SRM Data Visualization Module
Hi Shawn,Can you provide more detail for this change Like whatis the gif file
name what was the change. Only Gif was changed or CSS or Jar was also changed
We are also having same issue and wanted to change the display of SRM Thanks
RegardsRavi RaiDate: Wed, 25 Jul 2012 16:12:48 -0500
From: smrosenbe...@gmail.com
Subject: Re: SRM Data Visualization Module
To: arslist@ARSLIST.ORG
**
Hey Everyone,
Just an FYI in case anyone ever wants to update the SRM services tile. We
found the .gif file in the Data Visualization Definition form and within the
SRMSServiceRequestBrowser.jar file, however, modifying those files had no
effect. Always a believer in giving credit where credit is due, one of our
developers Rammohan Dosila found that another copy of the .gif is located
within the AR System Resource Definitions form. Once that copy was updated and
the Mid-Tier cache cleared, the desired change was now reflected within SRM.
On Tue, Jul 24, 2012 at 12:13 PM, Carl Wilson carlbwil...@gmail.com wrote:
**
Hi,
unfortunately the main part is defined in the compiled jar file.
You do have some control over the HTML Definitions with respect to what is
displayed and can play with these somewhat.
Cheers
Carl
http://www.missingpiecessoftware.com/
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shawn Rosenberry
Sent: 24 July 2012 18:01
To: arslist@ARSLIST.ORG
Subject: SRM Data Visualization Module
**
Hi List,
We are currently in the process of moving to 7.6.4 and with it we have a new
look and feel for SRM. Unfortunately, not everyone is a fan of the new look
especially with how the Title and Description of our Services is being cut off.
So far I have been unable to find much in the way for documentation on how to
modify this look. I have found the Jar file within the Data Visualization
Module form and have found what I believe to be a data limitation within
browse-services.js. In particular the section below
function truncateDescriptions() {
var divs = document.getElementsByTagName('div');
if (divs divs.length 0) {
for (var d=0; ddivs.length; d++) {
if (divs[d].className == categoryDescription) {
var desc = divs[d].innerHTML;
var trunc = truncateByBytesUTF8(desc, 240);
if (trunc.length desc.length) {
divs[d].innerHTML = trunc + #133;;
Also, I have seen the Data Visualization Definitions form and the .CSS and gif
files for the SRM module. We have tweaked those files a bit and have
lengthened the Title return and the length of the Description as well though I
believe the actual data return of the description is limited by the JS above.
Also, we have yet to discover where to modify the boxes to enlarge them to fit
the longer return fields. We tried modifying the size of the .gif; however,
that did not seem to work. My questions are this:
Does anyone know of any documentation that would assist us in making changes to
the SRM DVM?
Does anyone know if modifying the .js statement above would increase the amount
of data we were returning for the Description of the services?
Does anyone know how to modify the box size? I'm thinking there is something
in the .CSS that we have missed.
I appreciate your time and any suggestions anyone has.
Regards,
Shawn Rosenberry
Senior Remedy Developer
Lyondellbasell
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Re: 7.6.04 Super Slow
How many App server you have and how many Mid tier serves? Running FTS and all operation on a single box might cause that as FTS is very heavy You can also check Tomcat settings related to HTTP-keep Alive , max and min memory, Heap size etc Refere 7.6 Performance tuning for BSM.pdf check your defination check interval, pre Load , Prefetch setting, caching on Mid tier might be causing it. Ravi Date: Fri, 20 Jul 2012 20:52:33 + From: claire.sanf...@memorialhermann.org Subject: 7.6.04 Super Slow To: arslist@ARSLIST.ORG Does anyone have any tips to determine what could be making my system run slowly? My network team says it is not the network. Even though it happens at almost the same time every day. I have no escalations running at that time and have done most of the tuning that was in the BMC documents. My tomcat service grows up to 5 GB fairly quickly. Of course when I restart the tomcat people stop reporting the slowness. Management wants me to submit a ticket to BMC (already done this several times) and there is no real result. They do a WebEx, look at the logs and there is no appreciable speed increase. The Mid-tier Server has 24 GB of ram. The Application Server has 16 GB. The Database Server has 16 GB ITSM 7.6.04 SP2 Mid-Tier SP3 ARS SP3 Oracle (latest version - can't find the patch number) The servers are all in the same physical location. The App and Mid-tier servers are Win 2008 and the DB server is a UNIX server. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: fts pluginsvr_config.xml question...
Rick in the user defined section of the Pluginsvr_config.xml of secondary server you have to specify the ftCollectionDir,ftconfigDir, ftStopStopFile of the Primary FTS server. There are other paramer as well like case sensitivity, langcode and threshhold Also in the AR.cfg file of secondary servers Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS should point to FTS primary server and its port number Our first indexing took 2-3 days it depends on the number of records to index Monitor ft_pending table during the indexing process. Ravi Rai Date: Tue, 17 Jul 2012 18:33:48 -0700 From: r...@netfirst.com Subject: fts pluginsvr_config.xml question... To: arslist@ARSLIST.ORG Hi, In the fts pluginsvr_config.xml file, what is the user defined section for? One of the things I'm trying to nail down is the server group implementation for fts. The doc that I have (from BMC) states that all fts plugins should reside on the primary server, but the collection directories should stay on each server group member. So we: Comment out the secondary member's fts plugin server's line from the armonitor In each secondary member's ar.cfg, we point to the respective fts plugin on the primary server Update the primary server's armonitor to include a line to start each secondary server's fts plugin server When the indexing begins, each fts plugin server writes to the collection dir on the corresponding member's collection dir (or so BMC has advised me). Where is the parameter that tells each fts plugin server to write to the respective member's collection dir? The only thing that looks possible is the user defined section of the fts pluginsvr_config.xml. Also, does anyone know if, during the indexing process, the collection dirs are written to concurrently? My indexing process has been running for a day, ft_pending is at 13, and primary collection dir is being written to, and growing 21 GB, but nada on any collection dirs on secondary member's collection dirs. Thanks, Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Migrating data from DEV to QA
We used RRRchive tool. Ravi Date: Wed, 18 Jul 2012 16:58:48 -0400 From: ago...@jcp.com Subject: Re: Migrating data from DEV to QA To: arslist@ARSLIST.ORG ** The data load wizard See if this helps: https://communities.bmc.com/communities/docs/DOC-14224 This contains SQL statements for SQL server that will enable you to cut and paste your foundation data into the load spreadsheets. Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of KathyMorris Sent: Wednesday, July 18, 2012 3:31 PM To: arslist@arslist.org Subject: Migrating data from DEV to QA ** Hi, On 7.6.4, we are going to copy the foundation data from DEV to QA . We are also using multi-tenancy. What is the best method to do this? How do we get our foundation data safely over to QA without messing up data? Are there any major things that we should be really careful of? _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Upgrade ARS 7.1 to 7.6.04 SP2 in server group
Jaya, Also set the start option Manual during installation so that it dont start along with other dependent service. Ravi Rai Date: Mon, 9 Jul 2012 06:32:14 -0600 From: lj.longwing@mda.mil Subject: Re: Upgrade ARS 7.1 to 7.6.04 SP2 in server group To: arslist@ARSLIST.ORG Jaya, I experienced a similar issue with recent upgrades...and what I found worked was to shut down the email engine on the node that you are upgradingfor some reason, the installer recognizes that the port is in use, but not that the app using it is the email engineso just shut down the email engine on that node and it upgraded just fine for me. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of jaya munjal Sent: Sunday, July 08, 2012 4:44 AM To: arslist@ARSLIST.ORG Subject: Upgrade ARS 7.1 to 7.6.04 SP2 in server group ** Hi List We are trying to upgrade our environment (5 ARS in a server group mode) with email engine installed on all ARS servers. The problem we see is upgrading the secondary servers if we select email engine along with the ARS server in the server group mode. Below are the steps we are following and the installer doesn't allow us to install engine engine on the secondary server as it says port 1100 (this is port on which email engine is running in our environment) is in use - Stop all servers expect the primary server - take the primary server out of the server group and we upgrade it along with email engine - this works fine - Take the secondary servers out server group - run the installer select server group upgrade mode along with email - this gives us an error that port 1100 is already in use We have tried stopping the email engine on the primary server still the installer doesn't allow us to upgrade the email engine. Any ideas what could be the issue or is there a different approach to upgrade a server group environment along with email// Please suggest Environment details ARS - 7.1 patch 5( server group of 5 servers) OS - Solaris 9 DB - Oracle Thanks Jaya _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARERR 8939: Plugin Server not responding
Check if Host file (on windows:C:\Windows\System32\drivers\etc) has entry of the server 127.0.0.1 alias fully qualified name Ravi Date: Thu, 5 Jul 2012 18:55:06 -0400 From: ago...@jcp.com Subject: Re: ARERR 8939: Plugin Server not responding To: arslist@ARSLIST.ORG ** Did you recycle the AR Service, if I recall correctly this change requires a restart of the remedy AR service. Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com T 972.431.1518 F 972.431.1027 jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Remedy Guy Sent: Thursday, July 05, 2012 5:12 PM To: arslist@arslist.org Subject: Re: ARERR 8939: Plugin Server not responding ** Hi Andrew! Thanks for the info. I changed the value to debug in the xml file mentioned! Again ran a test. Now, all i could see in the arjavaplugin.log is tatic initialize method invoked UserDefined value for sample null Static initialize method invoked UserDefined value for sample Property Value Static initialize method invoked UserDefined value for sample null... the same stuff repeated throughout! Am i missing out something else? Thanks, Gifthia On Thu, Jul 5, 2012 at 1:28 PM, Goodall, Andrew C ago...@jcp.com wrote: ** Web service debug log data can be found in the javaplugin.log after you have updated the log4j_pluginsvr.xml level to debug. You have to go to …\BMC Software\ARSystem\pluginsvr\log4j_pluginsvr.xml And change the level to debug !-- Print only messages of level debug or above in the package com.bmc.arsys -- logger name=com.bmc.arsys.pluginsvr level value=debug / /logger logger name=com.bmc.arsys.api level value=debug / /logger logger name=com.bmc.arsys.utils level value=debug / /logger Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Remedy Guy Sent: Thursday, July 05, 2012 3:01 PM To: arslist@arslist.org Subject: Re: ARERR 8939: Plugin Server not responding ** Hi, The Web Service Logging has been enabled as well as the Plug-in log(with ALL). Still, i dont find any entry related to the plug-in error in the WEB SERVICES log nor the PLUG-IN log. Thanks, Gifthia On Thu, Jul 5, 2012 at 12:51 PM, Anish Karkare anishkark...@hotmail.com wrote: ** Go to BMC Remedy Mid Tier - Configuration Tool - Log Settings - Enable Web Service Logging. Also, change the plugin log settings to ALL, if you haven't already. Regards, Anish Date: Thu, 5 Jul 2012 12:47:58 -0700 From: iloverem...@gmail.com Subject: ARERR 8939: Plugin Server not responding To: arslist@ARSLIST.ORG ** Hi Friends, I have created a prototype web service in ARS 7.1 patch 004. I am trying to consume the same from the same server using Filter Set fields. But, all i receive is ARERR [8939] The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. I consumed the same Web Service using SOAPUI client and it works fine. I am able to receive the response in the UI client. The error happens only when consumed from Remedy. Am i missing out anything? Where should i start to debug. I could not find out anything in the Plug-in log. Your help will be of great help to me. Thanks, Gifthia _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Incident new and search windows not opening for some users, in ITSM 7.6.4
Remove Incident permission and reapply on impacted user account. this might help Ravi Date: Fri, 29 Jun 2012 12:39:01 -0400 From: hbr4...@gmail.com Subject: Re: Incident new and search windows not opening for some users, in ITSM 7.6.4 To: arslist@ARSLIST.ORG ** Todd, Thanks. I have tried even removing the cached files, restarting the server (i.e. box), all with no luck. The strange thing is the permission are the same for two users, one that works and one that fails. It only happens in the incident search or new, all other forms work great. Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd Sent: Friday, June 29, 2012 11:27 AM To: arslist@ARSLIST.ORG Subject: Re: Incident new and search windows not opening for some users, in ITSM 7.6.4 ** Howard, I have seen similar issues where portions of a form will not display for a user that have the correct permissions. This issue also followed the user login on any PC. I found flushing the mid-tier cache resolved our issue. Hope that helps Todd Arner Great Lakes From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta) Sent: Friday, June 29, 2012 8:37 AM To: arslist@ARSLIST.ORG Subject: Incident new and search windows not opening for some users, in ITSM 7.6.4 ** Good morning, afternoon and evening all, I have a strange issue (well most of mine are), with some users not able open the incident search and new windows. I have verified that the users have the correct permissions (in fact I gave one the same rights that I have) and yet some users when they go to incident new or search the windows loading window comes up and just hangs. Also in the logging the last Activelink action is “ActiveLink: SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM False actions:” and it just hangs there. If I use my login (or another that works) runs this activelink and then goes to the next action. Its not a pc issue, since I can use my login and everything works great, but if I use one of the users logins that have an issue the screen just hangs. Also I have tried this on a couple of other PCs with no luck. We have applied the latest hot fix to the mid-tiers and restarted them, with no luck. BMC support has no idea what might be the issue as of now (webex planned for later today), but I just wanted to see if anyone had seen anything like this. By the way the load window never times out. Any ideas? Happy Friday to all and take care of your kidneys, Howard Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Cox Innovation Agent (CIA) Submit your idea today for a chance to earn a badge and be entered into a monthly drawing for a $10 gift card. Submit your idea: http://innovation.coxenterprises.com/ideas View your badges: http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ The information contained in this communication may be confidential, is intended only for the use of the recipient(s) named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited. If you have received this communication in error, please notify the sender immediately and destroy or delete the original message and any copy of it from your computer system. If you have any questions concerning this message, please contact the sender. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are attachment: image001.gifattachment: image002.pngattachment: image003.pngattachment: image004.png
Re: Incident new and search windows not opening for some users, in ITSM 7.6.4
Howard, if you are on IE press F12 and under Cache select clear browser cache for this domain close all browser and try Ravi Date: Fri, 29 Jun 2012 14:55:36 -0400 From: hbr4...@gmail.com Subject: Re: Incident new and search windows not opening for some users, in ITSM 7.6.4 To: arslist@ARSLIST.ORG ** Thanks to all for the ideas, however, non-have helped. From removing the incident permission’s and then re-adding them, flushing every cache in the mid-tier that BMC support can think of and even removing some cached files, looking at the CTM:PeoplePermissionGroups form, to even removing the user preferences forms, and nothing has worked. Its very strange, other apps (like problem and change) open up with no issues. However, incident search/new just hang. Well lets see what BMC does with fiddler, mid-tier and user login I just sent them. If I hear anything I will post it. As always thanks and remember to take care of your kidneys, Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ibbi Sent: Friday, June 29, 2012 2:03 PM To: arslist@ARSLIST.ORG Subject: Re: Incident new and search windows not opening for some users, in ITSM 7.6.4 ** Did you have a look at the 'user' form and see of the permissions are the same for both users in there? Can you please also try delete the user at preferences and see if that work? I had a very similar issue and web I checked my permissions with the other user, the permissions did not match user form from the people form permissions for the other users. And simply deleting the AR preference for the user did the job with flushing the cache. It took me forever. Do follow up. My environment 7.4.04 sp2. Sent from my iPhone On Jun 29, 2012, at 12:39 PM, Howard Richter hbr4...@gmail.com wrote: ** Todd, Thanks. I have tried even removing the cached files, restarting the server (i.e. box), all with no luck. The strange thing is the permission are the same for two users, one that works and one that fails. It only happens in the incident search or new, all other forms work great. Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd Sent: Friday, June 29, 2012 11:27 AM To: arslist@ARSLIST.ORG Subject: Re: Incident new and search windows not opening for some users, in ITSM 7.6.4 ** Howard, I have seen similar issues where portions of a form will not display for a user that have the correct permissions. This issue also followed the user login on any PC. I found flushing the mid-tier cache resolved our issue. Hope that helps Todd Arner Great Lakes From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta) Sent: Friday, June 29, 2012 8:37 AM To: arslist@ARSLIST.ORG Subject: Incident new and search windows not opening for some users, in ITSM 7.6.4 ** Good morning, afternoon and evening all, I have a strange issue (well most of mine are), with some users not able open the incident search and new windows. I have verified that the users have the correct permissions (in fact I gave one the same rights that I have) and yet some users when they go to incident new or search the windows loading window comes up and just hangs. Also in the logging the last Activelink action is “ActiveLink: SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM False actions:” and it just hangs there. If I use my login (or another that works) runs this activelink and then goes to the next action. Its not a pc issue, since I can use my login and everything works great, but if I use one of the users logins that have an issue the screen just hangs. Also I have tried this on a couple of other PCs with no luck. We have applied the latest hot fix to the mid-tiers and restarted them, with no luck. BMC support has no idea what might be the issue as of now (webex planned for later today), but I just wanted to see if anyone had seen anything like this. By the way the load window never times out. Any ideas? Happy Friday to all and take care of your kidneys, Howard image001.gif Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Cox Innovation Agent (CIA) image002.pngimage003.pngimage004.png Submit your idea today for a chance to earn a badge and be entered into a monthly drawing for a $10 gift card. Submit your idea: http://innovation.coxenterprises.com/ideas View your badges: http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ The information contained in this communication may be confidential, is intended only for the use of the recipient(s) named above, and may be legally privileged. If
Re: Server group alias in notification web URL
Michael, You can refe white paper on server group for more detail on what LJ is suggeting Page 12-13 Ravi Rai Date: Mon, 25 Jun 2012 09:06:35 -0600 From: lj.longwing@mda.mil Subject: Re: Server group alias in notification web URL To: arslist@ARSLIST.ORG Michael, The server sends the notification out as it 'knows itself'so if it knows itself via name1 instead of the group alias...that is what you will get. You should be able to configure both servers in the group to know themselves as the group name, and use the Server-Connect-Name for the server group node specific stuff (that's how I've set it up in the past) Or you could use the email replace filter as previously suggested. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nau, Michael Sent: Monday, June 25, 2012 8:21 AM To: arslist@ARSLIST.ORG Subject: Server group alias in notification web URL ** Hi List, we have two servers running ARS 7.0.01 as a group, and one MidTier server running V7.5. On SYS:Notification Messages I have configured Incident Assignment Notifications to include both an artask attachment for fullclient users and a web URL for midtier users. The server parameter in the web URK always points to the alias of the first server of the group. Since our midtier only knows the group alias, users who click on the link are getting an error message. How can I tell the servers to use the group alias in the web URL? Here's an example of the web URL the server is sending (I masked the server name): https://remedy/servlet/ViewFormServlet?form=NTE%3aNotifierserver=xeid=NTS12961712 Regards, Michael _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Issues while searching for a ticket in the INCIDENT console
hi,
Remedy 7604 has two modes of searches, traditional FTS QBE and the newer MFS,
which have similar but differing functionalities. if you do a search inside
that form by filling out fields in the form, you are doing a traditional FTS
QBE search (for any of the fields that are FTS enabled). If you do your search
from a global search field, such as RKMs search, or the global searches
supplied by ITSM apps then it is using MFS and requires the wildcard.
Unfortunately this is way it is designed.
Issue related to not able to search Service request is related to FTS
configuration Rebuilding the index will help
Ravi Rai
Date: Mon, 18 Jun 2012 11:26:35 -0500
From: tommy.mor...@pinebreeze.com
Subject: Re: Issues while searching for a ticket in the INCIDENT console
To: arslist@ARSLIST.ORG
**
There is a known issue with FTS and % searches. If you have FTS enabled and try
to search SRM for a request type nothing will return. Disable FTS and the
search function works fine.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Monday, June 18, 2012 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Issues while searching for a ticket in the INCIDENT console
**
I know even in 7.6.04, there are bugs with wildcard searching in FTS. I would
check the KB.
Sent from my iPhone
On Jun 18, 2012, at 10:50 AM, Sam Anderson samanderson...@gmail.com wrote:
**
Hi All,
Has anyone faced the below mentioned issue while searching for an incident in
the incident console in Remedy - 7.6.03.
User is getting the below error when he tries to run the following
qualification:
= company name
('Status*' Resolved)AND ( ('Priority*' = Critical AND ('11' =
x OR '11' = x OR '11'= x )) OR
('Priority*' = High AND ('11' = x OR '11' = x
)) ) AND ('Summary*' LIKE %CJ%)
image001.png
When the above qualification is searched without the value ('Summary*' LIKE
%CJ%) results are displayed.
--
Thanks Regards
Sam
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Re: SRM 7.6.03 Entitlement
make sure Entitlement are enabled Entitlement managemnt in Application management Console -- SRM--Entitlement Ravi Date: Mon, 18 Jun 2012 14:09:16 -0400 From: sue...@yahoo.com Subject: Re: SRM 7.6.03 Entitlement To: arslist@ARSLIST.ORG Dear Listeners, I have an issue about the same subject. For me '100025' = “Yes” would be ok but it´s not working Everyone can see the specific SRD I´ve created, even when I validate diferent users they have diferent Entitlement Rules. There is something missing or wrong and I don´t know what it is, any suggestion? TIA, Sueli ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: IncidentInterface_Create
LJ , Greetings IncidentInterface_Create act as intermidiate form for landing request to create incident SRM also use this form. webservice HPD_IncidentInterface_Create_WS It works fine in 7604 not sure about 7.57 or previous version Ravi Date: Wed, 6 Jun 2012 11:24:52 -0400 From: jdso...@shyle.net Subject: Re: IncidentInterface_Create To: arslist@ARSLIST.ORG For whatever it may be worth, I recall problems with this form and the WS associated with it in its OTB state - I do not recall which version but it wasn't any of the most recent ones.. One of the required fields was missing.. I had to create that field both on the form as well as modify the WS to include that.. I do not recall much beyond that.. Maybe its been fixed and your problem is something else - but I just thought I'd throw this there.. Joe -Original Message- From: Longwing, LJ CTR MDA/IC Sent: Wednesday, June 06, 2012 11:18 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: IncidentInterface_Create I'm getting thrown into the deep end of ITSM and trying not to splash too much trying to stay afloat and would love some assistance from the more experienced swimmers in these waters. I'm in a situation where I'm creating incidents through a non 'gui' method. From discussions on the list I know that you don't want to do it directly into the incident form directly, and that I 'should' do it through the IncidentInterface_Create form...but in this situation I can't. I'm looking for either guidance to documentation that discusses the interface form, and what it does for me, or either straight from the horses mouth information about the things I need to look out for when loading these directly in the table. One thing that may be important...the records that I'm creating don't need to 'flow' anywherethey are being created strictly from a historical perspective and will be created already in the 'Closed' status. Remedy 7.5 Patch 7 ITSM 7.5 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: IncidentInterface_Create
LJ i dont think it does all validation we have written lot of filter and filter guides to do validation which we needed Date: Wed, 6 Jun 2012 10:12:56 -0600 From: lj.longwing@mda.mil Subject: Re: IncidentInterface_Create To: arslist@ARSLIST.ORG Hey Ravi, Yes, I'm familiar with the function of the form, but what I'm not aware of is WHY it's needed. Basic information that I have picked up over the years tells me that because of the fact that HD is VERY active link based, there are various business rules that are written and enforced when creating things through the GUI that aren't enforced when creating them through a push to the form itself. This apparently lead to the creation of the interface form to enforce the same business rules at the Filter level, and push it to the incident form when everything is copaseticthe question I'm raising is really 'what does it do'...what sort of validations does it perform that I won't get if I push directly to the incident form itself? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Wednesday, June 06, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: IncidentInterface_Create ** LJ , Greetings IncidentInterface_Create act as intermidiate form for landing request to create incident SRM also use this form. webservice HPD_IncidentInterface_Create_WS It works fine in 7604 not sure about 7.57 or previous version Ravi Date: Wed, 6 Jun 2012 11:24:52 -0400 From: jdso...@shyle.net Subject: Re: IncidentInterface_Create To: arslist@ARSLIST.ORG For whatever it may be worth, I recall problems with this form and the WS associated with it in its OTB state - I do not recall which version but it wasn't any of the most recent ones.. One of the required fields was missing.. I had to create that field both on the form as well as modify the WS to include that.. I do not recall much beyond that.. Maybe its been fixed and your problem is something else - but I just thought I'd throw this there.. Joe -Original Message- From: Longwing, LJ CTR MDA/IC Sent: Wednesday, June 06, 2012 11:18 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: IncidentInterface_Create I'm getting thrown into the deep end of ITSM and trying not to splash too much trying to stay afloat and would love some assistance from the more experienced swimmers in these waters. I'm in a situation where I'm creating incidents through a non 'gui' method. From discussions on the list I know that you don't want to do it directly into the incident form directly, and that I 'should' do it through the IncidentInterface_Create form...but in this situation I can't. I'm looking for either guidance to documentation that discusses the interface form, and what it does for me, or either straight from the horses mouth information about the things I need to look out for when loading these directly in the table. One thing that may be important...the records that I'm creating don't need to 'flow' anywherethey are being created strictly from a historical perspective and will be created already in the 'Closed' status. Remedy 7.5 Patch 7 ITSM 7.5 __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Check if the form is a base form using Developer Studio
Show Relationship option is available in Dev studio which will list all relationship It works fine. I am on BMC Remedy Developer Studio Version: 7.6.04 Ravi Date: Wed, 6 Jun 2012 08:32:43 -0600 From: lj.longwing@mda.mil Subject: Re: Check if the form is a base form using Developer Studio To: arslist@ARSLIST.ORG Agreedso we now know that 1 - Dev Studio DOES NOT provide it, but 2 - ARUtilities, ARSmarts, and ARInside do I'm sure that there are multiple other utilities that provide what I'm sure we would all consider 'basic' information :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of rem...@arutilities.com Sent: Wednesday, June 06, 2012 8:38 AM To: arslist@ARSLIST.ORG Subject: Re: Check if the form is a base form using Developer Studio I sent this earlier, and just wanted to remind you: ARUtilities will tell you if a form is part of a join. Download ARUtilities (note there is a free trial period) http://www.arutilities.com Login to your server with ARUtilities Search for the form you wish, and double-click it When the details popup, select Cross Reference In the Object Type column you will see Join Form Note that the list can provide you with a lot more info than just joins http://www.arutilities.com try for free Hope this helps. Les I was wrongI just went and found a join, looked at the forms utilized in that join, then right clicked on one of them and said 'show relationships'...it listed several places where the form was used as a source in a table...but it did NOT list the form is was used as a source of the joinso no...I don't know anywhere 'OOTB' that you can see that. I know that ARInside provides that information. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Fremont Sent: Tuesday, June 05, 2012 3:57 PM To: arslist@ARSLIST.ORG Subject: Re: Check if the form is a base form using Developer Studio ** I checked around, but couldn't find where to turn it on. The current setting on our server is Record Object Relationship. It could be obvious, but somehow I haven't been able to find it yet... Thanks On Tue, Jun 5, 2012 at 2:10 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: If I'm not mistaken, if you have references turned on, you can right click on the form and get the references, and it should show you that it's used in a join :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Fremont Sent: Tuesday, June 05, 2012 3:05 PM To: arslist@ARSLIST.ORG Subject: Check if the form is a base form using Developer Studio ** Hi All, I remember with IT Master, we can check if the form is referenced as the base in the join forms, and wondering if Developer studio offers the same feature. Thanks, Andrew. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Clear Button on the Mid-Tier
Clear button works fine and is available only on search mode. Ravi Rai Date: Wed, 6 Jun 2012 17:02:51 + From: gjj...@comcast.net Subject: Clear Button on the Mid-Tier To: arslist@ARSLIST.ORG ** Does anyone know if there is a control for the Clear button on the Mid-Tier? I have a user that says it doesn't do anything. Or is this user error? I'm having a hard time finding anything which would enable\disable the Clear button. I don't think it makes sense to disable this button. Thanks Gordon_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: 7.6.04 Full Text Search problems
We ran into some problem with FTS on server group with SQL 2008 on Windows and BMC help to tune it Fix was: Thread setting RPC socket configuration, Private Queues Removing the shared directory concept Running two instance of FTS on Primary FTS server one with 1GB and second with 2GB max memory (for Heap stack error) These settings depends on the environment so you need to figure out best working combinatin but definately you can check these varibles. We still have few issues around FTS but it did help stabilize the system. Thanks Ravi Rai Date: Thu, 31 May 2012 13:06:15 -0500 From: ddru...@rockwellcollins.com Subject: Re: 7.6.04 Full Text Search problems To: arslist@ARSLIST.ORG ** LJ, Thanks for the suggestion. I have turned it on. Thanks, Dennis Longwing, LJ CTR MDA/IC lj.longwing@mda.mil Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 05/31/2012 12:46 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: 7.6.04 Full Text Search problems I would suspect that if you ever found the time you would find that the sec= ondary worked just fine if the primary wasn't online. One suggestion I wou= ld make would be to turn on server group logging on all nodes and then star= t things up properly. The logs are VERY low volume so no problems leaving = them on full time. The logs should identify when anything in the server gr= oup changes in the range of something taking over functions, heartbeat miss= es, etc. I would suspect based on the information that you have given that= the problem is related to multiple servers trying to get a lock at the sam= e time and throwing the error. I would expect the server group logs to giv= e details about this. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIS= T.ORG] On Behalf Of Dennis Ruble Sent: Thursday, May 31, 2012 10:10 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 Full Text Search problems **=20 LJ,=20 We've tried it both ways. BMC initially installed it with each server writ= ing to the collection directory. The problem appeared intermittent at that= time with the primary server usually being able to write and the secondary= server locked out once the problem occurred. =20 Based upon recommendations from support we reconfigured making the primary = server the only indexer. The secondary and integration servers are not in = the ranking form at all for Full Text Index and have the config set to D= isable FTS Indexer. There's a paper on configuring this way due to perfor= mance, and we hoped it would take care of the lock issue too. =20 FTS does function fine when the secondary server is down. Due to test sche= dule and the amount of reconfiguration to do to make the secondary server t= he only indexer I haven't tested to see if it was any better with the secon= dary being the indexer.=20 Thanks,=20 Dennis=20 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Apache Tomcat not starting from services
if you have modified server.xml try replacing Server.xml file from an unmodified environment It will be on the Conf directory regards Ravi Rai Date: Tue, 22 May 2012 12:08:03 -0700 From: cpg...@gmail.com Subject: Re: Apache Tomcat not starting from services To: arslist@ARSLIST.ORG ** The most common cause is that the port is being used Check to see that the port Tomcat uses is being used by another application. On Tuesday, May 22, 2012 11:48:44 AM UTC-5, Batwe, Saurabh [ITSUS Non-JJ] wrote: ** Hi All, We are facing a issue on the web server – win 2008 R2, where we have installed Remedy Midtier V7.6.04. It required Tomcat but the same cannot be started from the services. We are able to start it using the Startup batch file. Thanks Regards Saurabh Batwe _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ On Tuesday, May 22, 2012 11:48:44 AM UTC-5, Batwe, Saurabh [ITSUS Non-JJ] wrote: ** Hi All, We are facing a issue on the web server – win 2008 R2, where we have installed Remedy Midtier V7.6.04. It required Tomcat but the same cannot be started from the services. We are able to start it using the Startup batch file. Thanks Regards Saurabh Batwe _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are__attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Where is procedure for inactivating a Remedy User?
Hi, Data Wizard might help Search data wizard in object browser You can search for the login id in all ITSM module referene and update the same Only drawback is it is very slow regards Ravi Rai Date: Fri, 18 May 2012 10:12:42 -0500 From: john.sundb...@kineticdata.com Subject: Re: Where is procedure for inactivating a Remedy User? To: arslist@ARSLIST.ORG ** I think this question may be a troll… One big logic flaw here --- Is there any pasture more green than the support desk? :) Have a great Friday!!! (Sidenote: outside my window at street level - is a food car -- labeled bacon trolley -- - it is already a great Friday) -John On Fri, May 18, 2012 at 10:04 AM, Nancy Tietz nti...@umich.edu wrote: ** I just now submitted the question to BMC support to see what they say about it. I’ll let the list know. A system like this should have a procedure defined for support users moving on to greener pastures, in my opinion. I’ve heard other people here have had to Manually re-assign tickets to themselves from a person who was leaving. That doesn’t seem right. Also the old user for Knowledge documents really accumulated a lot of them! 400 - So he will live on, perpetually assigned to Knowledge Articles that have outdated instructions…. (I’m kidding!) The error message (non-admin) KM users get is ARERR 170083, and I found the filter that calls it via ARUtilities. I’ve looked at the articles in ARUtilitiesSQL and found 20+ fields that include the old user’s LoginID or Full Name in the RKM form! So it seems like a bad idea to use an Escalation or SQL to update those fields to another users loginid/name. Thanks! From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Friday, May 18, 2012 10:27 AM To: arslist@ARSLIST.ORG Subject: Re: Where is procedure for inactivating a Remedy User? ** That’s a good observation.. I had not noticed that users that had lost access to the system permanently would hold their KB’s as hostage (literally).. I have not heard of any standard guidelines for this, but a good way to start might be running a report of all tickets (of all kinds) requested or assigned to that user, have been either reassigned or closed and reopened by another user as is appropriate, which includes the KB’s... Joe From: Nancy Tietz Sent: Friday, May 18, 2012 9:56 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Where is procedure for inactivating a Remedy User? ** Happy Friday to all! I’m trying to understand how to “correctly” inactivate a user in ITSM 7.6.03 – who was a Support Person and has a lot of Knowledge articles etc. assigned to them. I can’t find documentation on that. Anyone have the procedure? or know where it is? or if there is one available from BMC? Thank you for any help! PS: The reason is, we’ve found that Articles that are Assigned To this old user cannot be ‘retired’ by current users with Knowledge Admin / Knowledge User permissions. (The old user is still ‘enabled’ but has been changed to a Non-Support Staff and all permissions were removed, - I assume there were problems actually setting this old user to ‘Offline’… ) _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- John SundbergKinetic Data, Inc. Your Business. Your Process. WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Problem in ITSM 7.1
Sagar, Check if log is enabled on the user tool I have seen this in past when log was enabled tool was crashing. Disable all logs and try it might help regards ravi rai Date: Fri, 18 May 2012 13:14:51 +0530 From: kommuvidyasa...@gmail.com Subject: Problem in ITSM 7.1 To: arslist@ARSLIST.ORG Hi All, I am using the ITSM 7.1 version with Problem management module. we are facing problem when i am opeing the Problem Investigation form in a search mode when i click the search getting below error. I have attached error message screen shot(ERROR:BMC Remedy User Application has encountered a problem and needs to close .we are sorrorryfor the inconvenience) when i click to don't send my applcation is close from the user tool. Could you please guide me how to fix this issue. Thanks Sagar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: arerror 3324 Escalation problem Quick Question?
take the server out of server group thans modify setting Server Setting--Configuration: checkbox Server Group member** needs restart Ravi Date: Thu, 17 May 2012 14:36:44 -0400 From: remedy...@gmail.com Subject: arerror 3324 Escalation problem Quick Question? To: arslist@ARSLIST.ORG ** ENV: 7.6.04 SP2 (server group) (2 servers) solaris / oracle Cannot select button Disable Escalation in the Administration Configuration menu without error arerror 3324 = the configuration setting is not allowed when the server is a member of a sever group so how do you turn on escalations, if you cannot select it.. (I am sure it is obvious) -- Patrick Zandi _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: how to get the values instead of ID's in the Database table
Sagar, you can create SQL join and pull details from the menu defination if it is only for reporting needs You can also save the value in the DB what is shown to user insted of saving ID of the selected menu. check 'Value Field' and 'Label Field' in menu. you might have to chage data type of filed which is storing value from Int to Char (if it is not char) regards Ravi Rai Date: Tue, 15 May 2012 09:12:42 -0400 From: ago...@jcp.com Subject: Re: how to get the values instead of ID's in the Database table To: arslist@ARSLIST.ORG -- here's something I use in an SSRS report to pull based on prompt for schema keyword. SELECT [name],[schemaid] from [dbo].arschema where [name] like '%' + @schemasearch + '%' order by [name]; SELECT [fieldname],[fieldid] FROM [dbo].[field] where [schemaId] = @schemaname and [dataType] = 6 and not fieldname like 'z1%' and not fieldname like 'zD%' order by fieldname Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of vidyasagar kommu Sent: Tuesday, May 15, 2012 5:24 AM To: arslist@ARSLIST.ORG Subject: how to get the values instead of ID's in the Database table Hi All, I have 1 Mainform and 3 other regular forms mapped with the fields of Main form respectively on the basis request id of other regular form. The mapped fields have menus attached to it. I can see the values properly in the Main form. But in the Database of Main form I am unable to see the values and I am getting the ID's on the fields related to Othere regular forms. Please let me know how to get the values instead of ID's in the Database table( Main Form)? Thanks Sagar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy 7.6.04 SQL Error Message
This is related to max text repl size Server Configuration Check: http://msdn.microsoft.com/en-us/library/ms179573.aspx Ravi Date: Mon, 7 May 2012 15:11:18 -0400 From: jdso...@shyle.net Subject: Re: Remedy 7.6.04 SQL Error Message To: arslist@ARSLIST.ORG Mike, At the risk of suggesting something you might have already tried, take an SQL log while reproducing the error so you get to see what is the offending form and field that is causing this error.. If this doesn't yield anything, search for all fields in your database that has a max length of 65536. select schemaid, fieldid from field where fieldid in (select fieldid from field_char where maxlength = 65536); Or maybe select schemaid, fieldid from field where fieldid in (select fieldid from field_char where lengthunits = 65536); Joe -Original Message- From: Mike Hocks Sent: Monday, May 07, 2012 2:46 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Remedy 7.6.04 SQL Error Message After installing Analytics and we are now seeing the following error message when trying to attach a file larger than 65536...any idea in SQL where to adjust this size constraint? The SQL database operation failed. : The statement has been terminated.Length of LOB data (549551) to be replicated exceeds configured maximum 65536. (SQL Server 7139) (ARERR 552) Remedy 7.6.04 SQL 2008 64 Bit Winodws 2008 Srv 64 Bit for App Server Thanks, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO SHR:LANDINGCONSOLE INTERFERENCE
** There are workflows which sets these link RKM:KAM:Build_Article_URL_300 RKM:KAM:Reports-BuildURL_050_set_serverName RKM:KAM:OnDisplay_020_set_Server ((($z1D_DefaultWebPath$ + /forms/) + $Server$) + /RKM%3AKnowledgeArticleManager/Display+View/?eid=) + $Request ID$ If You are on server group and Alias are not defined for all nodes these link will break. This will show actual serve name followed by domain name. RKM:KnowledgeArticleManager form can be updated (Article Server and KAM_URL fields) to fix the broken link Ravi Date: Thu, 3 May 2012 11:18:57 -0500 From: nathan_a...@mcafee.com Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO SHR:LANDINGCONSOLE INTERFERENCE To: arslist@ARSLIST.ORG ** Yes, we have run into the issues with URL changes for a RKM 7.6.04 article as well. Below is a dynamic URL you can use as a workaround to lookup the article which won’t change when the article is versioned but it’s not the most efficient construct and it does display a results list at the top of the screen which is not optimal… http://midtierserver/arsys/forms/appserver/RKM%3aKnowledgeArticleManager/Display+View/?qual=%27Article%20ID%27%3D%22Article ID%22+AND+%27Status*%27%3C+900 Use this inserting your KBA number into the link. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, May 02, 2012 8:17 PM To: arslist@ARSLIST.ORG Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO SHR:LANDINGCONSOLE INTERFERENCE ** totally ridiculous... there should be a hall of fame/shame devoted to ridiculous stuff like this From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of patrick zandi [remedy...@gmail.com] Sent: Wednesday, May 02, 2012 2:42 PM To: arslist@ARSLIST.ORG Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO SHR:LANDINGCONSOLE INTERFERENCE ** RKM application is the same way... it used to have links that never changed.. now it does not.. every update new link.. Someone on the list posted (I seem to remember) bmc's answer was submit an enhancement request.. On Wed, May 2, 2012 at 2:34 PM, Guillaume Rheault guilla...@dcshq.com wrote: ** an enhancement request on a feature that has been working for many years? you got to be kidding *-) Now for New cheaper engineers in a 3rd world country needs to reinvent the wheel previously created with American ingenuity. Don't you love this efficiency in world economics? From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of patrick zandi [remedy...@gmail.com] Sent: Wednesday, May 02, 2012 2:22 PM To: arslist@ARSLIST.ORG Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO SHR:LANDINGCONSOLE INTERFERENCE ** -- sounds like an enhancement request. If it already existed previously, and now it needs to be reinvented... the conclusion that im coming too would be something like:: New cheaper engineers in a 3rd world country needs to reinvent the wheel previously created with American ingenuity. On Wed, May 2, 2012 at 2:00 PM, strauss stra...@unt.edu wrote: ** Yes, that is the case. I actually store that entire string in a custom field in the Incident on submit – a good time to get the entry id - to use later with Kinetic Calendar or anything else that needs a direct URL to the Incident. It’s much easier than trying to construct it later. 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:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, May 02, 2012 12:15 PM To: arslist@ARSLIST.ORG Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO SHR:LANDINGCONSOLE INTERFERENCE ** The only direct access URL that still works, without specifying the SHR:LandingConsole is the one where the entry id (field id 1) is specified, such as http://remedy/arsys/servlet/ViewFormServlet?server=remedyappform=CHG%3AInfrastructure%20Changeeid=CRQ0011 it really SUCKS that the other direct URL ones don't work, such as the ones where you can specify a query. This new FEATURE broke some existing integrations and made us redesign other ones... just great. In the ITSM world, having to deal with entry id makes things kludgy for integrations, since it is the incident ID or change ID that are visible to the user. But at least that direct ccess URL with the entry ID works. I hope BMC does not break that one in ITSM 7.7. The direct access URL mechanism as described in the mid-tier guide page 76-84 has been implemented for years now until the @#$%^ landing console It seems to me backwards compatibility should mean more than just API version compatibility: it
Re: 7.6.04 sp2/sp3 Performance
** We have seen high CPU and Memory on the Server running FTS. Date: Mon, 30 Apr 2012 14:49:45 -0400 From: joseph_willi...@transcanada.com Subject: 7.6.04 sp2/sp3 Performance To: arslist@ARSLIST.ORG Hi listers, I would like to know if anyone is experiencing performance issues with 7.6.04 sp2 or sp3 (ITSM and ARsystem) on windows server 2008 vm's with MS SQL Server db. High memory usage, memory not reclaimed, high cpu usage or anything else related to performance. Your input will be greatly appreciated. Thanks JRW ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM association
You can check SRID field in all asocciated module CHG_Infrastructure_Change HPD_Help_Desk etc... Date: Fri, 27 Apr 2012 23:31:15 + From: remedyarl...@gmail.com Subject: Re: SRM association To: arslist@ARSLIST.ORG ** Thanks rebecca for the reply, but what if a single SR have multiple IM and CRQ associated with it. What data will AppRequestID hold then. Sent on my BlackBerry® from Vodafone From: Boyd, Rebecca boy...@wfu.edu Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Fri, 27 Apr 2012 17:03:12 -0400 To: arslist@ARSLIST.ORG ReplyTo: arslist@ARSLIST.ORG Subject: Re: SRM association ** Try SRM:Request. You may want to add the AppRequestID (CRQ or INC #) to fields in view. On Fri, Apr 27, 2012 at 6:54 AM, remedyarl...@gmail.com wrote: SRM: 7.6.04 Do we have a form where we can find all IM CM tickets associated with SRM. I have a issue where even after IM ticket is resolved SRM tickets are still in planning status. I need to find all SRM tickets for which associated tickets are resolved. I am not sure if this is a bug in the system but that would be my second task. Thanks in adv. Sent on my BlackBerry® from Vodafone ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- Rebecca BoydApplication AdministratorWake Forest University _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
