Re: Database Sizing for tickets in remedy 7.0
Rick: under which section are these white papers? I couldn't find the doc. Thanks Ray From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, July 10, 2007 8:08 PM To: arslist@ARSLIST.ORG Subject: Re: Database Sizing for tickets in remedy 7.0 ** Look at the white papers on the Support site - they have a couple on sizing. Rick On 7/10/07, Ray M [EMAIL PROTECTED] wrote: ** Hi: I am trying to size a database for Remedy 7.0 just for the ticketing (HPD::Help Desk). I know the number of tickets I will have at any given time. Not sure where to start. Wondering if someone can provide me some pointers. Thanks Ray __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Database Sizing for tickets in remedy 7.0
Hi: I am trying to size a database for Remedy 7.0 just for the ticketing (HPD::Help Desk). I know the number of tickets I will have at any given time. Not sure where to start. Wondering if someone can provide me some pointers. Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
How to have the To field blank in the emails sent by Email engine?
I want the emails that go from the Remedy email engine using filter (notify action) to go with only BCC addresses. So under the Messages tab in the Filter, I have the email address in the BCC field. I donot want the email to have anything in the To field. But the filter action does not let me leave the UserName field blank. Any thoughts? Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARSPerl v/s Webservice
Hi: I have to make a decision whether to submit ticket creation and update using Webservice or ARSPerl. I am leaning towards ARSPerl just b'cos it's much simpler to code and any changes in the form will involve a minor change in the ARSPerl code. Wondering if there is anything I will miss going with ARSPerl instead of Webservice. TIA Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
How to find which fields have a unique index.
I get the following error when I try to submit a new request via AR Perl. [ERROR] The value(s) for this entry violate a unique index that has been defined for this form (HPD:IncidentInterface_Create entry:0002282 fields: 179 ) (ARERR #382) How do I find which fields in form have a unique index TIA Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: How to find which fields have a unique index.
Joe: thanks. This is a field called InstanceId in HPD:IncidentInterface_Create form. I am not even sending this value. Any ideas what could be causing this? Thanks Ravi From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Friday, June 15, 2007 1:27 PM To: arslist@ARSLIST.ORG Subject: Re: How to find which fields have a unique index. ** Your error says its Field ID 179 that is violating this index.. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Ray M Sent: Friday, June 15, 2007 1:16 PM To: arslist@ARSLIST.ORG Subject: How to find which fields have a unique index. ** I get the following error when I try to submit a new request via AR Perl. [ERROR] The value(s) for this entry violate a unique index that has been defined for this form (HPD:IncidentInterface_Create entry:0002282 fields: 179 ) (ARERR #382) How do I find which fields in form have a unique index TIA Ray __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARSPerl Installation help
Jarl: The following is what I see for perl -V. I do see the dynamic linking section. Not sure how to figure whether I have the dynamic loading option === Summary of my perl5 (revision 5 version 8 subversion 7) configuration: Platform: osname=solaris, osvers=2.9, archname=sun4-solaris uname='sunos 5.9 generic sun4u sparc sunw,ultra-5_10 solaris ' config_args='' hint=recommended, useposix=true, d_sigaction=define usethreads=undef use5005threads=undef useithreads=undef usemultiplicity=undef useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O', cppflags='-fno-strict-aliasing -pipe -I/usr/local/include' ccversion='', gccversion='3.3.2', gccosandvers='solaris2.9' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=4321 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=8, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib ' libpth=/usr/local/lib /usr/lib /usr/ccs/lib libs=-lsocket -lnsl -ldl -lm -lc perllibs=-lsocket -lnsl -ldl -lm -lc libc=/lib/libc.so, so=so, useshrplib=false, libperl=libperl.a gnulibc_version='' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags=' ' cccdlflags='-fPIC', lddlflags='-G -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: USE_LARGE_FILES Built under solaris Compiled at Dec 10 2005 02:42:33 @INC: /usr/local/lib/perl5/5.8.7/sun4-solaris /usr/local/lib/perl5/5.8.7 /usr/local/lib/perl5/site_perl/5.8.7/sun4-solaris /usr/local/lib/perl5/site_perl/5.8.7 /usr/local/lib/perl5/site_perl = TIA Ray -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng Sent: Tuesday, June 12, 2007 3:43 PM To: arslist@ARSLIST.ORG Subject: Re: ARSPerl Installation help 1) Yes, 2) /ars install/api 3) perl -V, you will find a Dynamic Linkin section -- Jarl On 6/12/07, Ray M [EMAIL PROTECTED] wrote: ** For some reason I can't seem to subscribe to the ARSPerl user list. I need some help with installing ARSPerl to use with perl I want to install ARSPerl on a server that does not have remedy installed. According to INSTALLATION file, I should have API libraries and includes before installing the ARSPerl. 1. Can I just copy these files from the remedy server to a sub-dir on this server and set the $ARSAPI in Makefile.PL to that sub-dir? 2. Where on the remedy server can I find these files? 3. I have installed perl using a binary. How do I check if the perl I have has the dynamic loading option compiled with? (Both the servers are Solaris) Thanks Ray __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARSPerl Installation help
For some reason I can't seem to subscribe to the ARSPerl user list. I need some help with installing ARSPerl to use with perl I want to install ARSPerl on a server that does not have remedy installed. According to INSTALLATION file, I should have API libraries and includes before installing the ARSPerl. 1. Can I just copy these files from the remedy server to a sub-dir on this server and set the $ARSAPI in Makefile.PL to that sub-dir? 2. Where on the remedy server can I find these files? 3. I have installed perl using a binary. How do I check if the perl I have has the dynamic loading option compiled with? (Both the servers are Solaris) Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Modifying a Webservice: unmapped fields keep showing up in the WSDL.
Hi: That didn't help. This may be related too. I deleted a field from the form and added a new one. I go to the Input mapping. I still see the old field and donot see the new field. How do I force it to refresh. Thanks Ray -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Francois - BTT Sent: Friday, June 08, 2007 5:46 AM To: arslist@ARSLIST.ORG Subject: Re: Modifying a Webservice: unmapped fields keep showing up in the WSDL. Hi Ray, Try the following; - Right Click on web page - Hold down Shift - Select Refresh Remember that you can also cut the fields instead of just un-mapping them. Regards Francois -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ray M Sent: 08 June 2007 04:41 AM To: arslist@ARSLIST.ORG Subject: Modifying a Webservice: unmapped fields keep showing up in the WSDL. Hi: I have created a webservices object. When I unmap a field in the Input Mapping window and save the webservice the field still shows up on the webservices when I click on the View in the WSDL tab or point my browser to the WSDL location. Do I have to do anything else for the unmapping to take effect? Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are - Esta mensagem esta sujeita aos termos de uso disponmveis em http://www.vm.co.mz/pt/e_mail This message is subject to the terms of use available at http://www.vm.co.mz/en/e_mail - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: AREmail and performance questions
Joe: which form are you saying should be archived? I thought all the emails sent are in AR System Email Messages form. But what I am seeing is, as soon as an email is sent, it goes away from that form. TIA Ray From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, June 06, 2007 4:23 PM To: arslist@ARSLIST.ORG Subject: Re: AREmail and performance questions ** I do not think the alert thread has anything to do with the Email engine.. the alert threads primary function is to poll through the Alert List form, and to send these Alerts to listening Alert clients. It does the same as what the arnotifier daemon used to do. Specifying more than one SMTP server in my opinion will not benefit you in any way as the email engine contacts the SMTP server only after processing the email message form and after processing the email message form for pending emails to be sent.. The only tweak that is worth doing is making sure that processed or sent emails from the form are periodically deleted from the form or archived into another form so that the email engine has a smaller number of records to scan through to qualify ones that have to be sent and then process them.. Do not keep the polling interval too large, nor too low. 1 minute might be too low, 20 minutes might be too large if you are having about 100 emails that are created on the email message form per minute.. 2 to 3 minutes might be a good number for that many emails that get generated per minute.. Whereas if you get just about 10 emails to process per minute you could probably risk having the polling interval as low as a minute.. So what I think you should be doing is averaging how many emails are created per minute ready to be sent and then according to that work on a decent polling interval.. which is neither too small, nor too large.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Sean Garrison Sent: Wednesday, June 06, 2007 2:44 PM To: arslist@ARSLIST.ORG Subject: AREmail and performance questions ** Hey ARSListers, Here is my understanding of the aremail engine: Data gets put into the AR System Email Engine The remedy e-mail process polls on a specified interval to see if there are any e-mails to be sent or recieved Remedy processes the e-mails at whatever chunk size you specify in the EmailDaemon.properties file. It is my understanding that this is a single thread for processing outgoing messages. I am trying to maximize the performance of the e-mail engine ... so here are my questions: Does setting the Alert thread do anything for the performance of the email engine or does that only affect Remedy Alerts? Does specifying more than one outgoing e-mail smtp server increase performance of the e-mail engine? Any other tweeks that might help in that arena? Our concern is the timliness in which e-mails are sent out from the system. Especially if you send a lot at once for a major outage. Thanks, Sean P.S. Please don't respond about alarm point, etc. We are aware of it and are looking into it ... I just want to know about the current design of the remedy e-mail engine. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: AREmail and performance questions
I have the com.remedy.arsys.emaildaemon.SaveSentItem set to True in my EmailDaemon.properties. I have also configured the mailbox in the template not to delete the email after it’s sent. Is there anything else I need to do? Thax Ray From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Thursday, June 07, 2007 6:53 AM To: arslist@ARSLIST.ORG Subject: Re: AREmail and performance questions Ray, It looks like you are set up to delete the record as soon as it is sent. Many of us have that turned off so that we can search the form when someone says I didn't get an email for that ticket. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Modifying a Webservice: unmapped fields keep showing up in the WSDL.
Hi: I have created a webservices object. When I unmap a field in the Input Mapping window and save the webservice the field still shows up on the webservices when I click on the View in the WSDL tab or point my browser to the WSDL location. Do I have to do anything else for the unmapping to take effect? Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Email Engine: outgoing emails in html
Axton: I was able to get the email to go out with header (with images) and content as plain text (variable from the form). I want to put this plain text in the body of the message in a table with gray background color. I have created a template with a single table that has a gray background color. When I include this template for the content, just the html content (table with gray color and no text) shows up in the body of the message. So the email has the right header and a table with gray background color and no text in it shows up in my email box. Any thoughts? Thanks Ray -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Monday, June 04, 2007 6:57 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine: outgoing emails in html Some fundamentals: - html supports rendering images in an html doc using the img tag Create an html file on your desktop, something simple like this: html head/head body table tr tddivSome junk text/div/td tr tr tdimg src=http://www.google.com/intl/en_ALL/images/logo.gif;/td /tr /table /body/html Open the email templates form, create a record with the html file as the attachment, the type as html, and give it a name. Create a filter that sends a notification, specify this template (by name) as either the header, content, or footer template. Axton Grams On 6/4/07, Ray M [EMAIL PROTECTED] wrote: ** Hi: new question about sending emails from Email engine. I have configured the email engine to send emails which go out as plain text. I want this email to be formatted in html. I reviewed chapter 6 (Using email templates) of the Email engine documentation. I can't seem to figure out how to send html emails. Couple of questions 1. Does email engine support including html tags in the message body. How would I do that? Is there any doc with some examples on how to do this? 2. From documentation it looks like I can include headers and/or footers with images. Any doc or quick links on how to do go about this? Do I create a template in Ar System Email Templates? Thanks in advance. Ray __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Newbie: escalation to delete old records from a form.
Hi: I want to create a escalation which runs every morning and deletes all records from a form. Just came back from the training. Could someone help me with what needs to go in the If Action tab for the escalation? Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Email Engine: outgoing emails in html
Thanks. I included the fields. I have a field called txt_Message Body in my form which I want to include in the text of the message. So for filter, under If Action tab, I have the Notify action. I have specified $txt_Message Body$ for the Text, Selected is selected for Include Fields. I have selected txt_Message Body. Is that correct? I am still not getting the content. The following is the template I have for the content. I have Header and Content filled appropriately in the Templates sub tab. Header comes through in the mail, but no content. html body div align=center table tr td HEIGHT=400 WIDTH=604 valign=top#$$txt_Message Body$$#/td /tr /table /body /html === Should both the header and content templates have the html, body start and end tags? Or should have the html and body start tags in the header template and the end tags in content template? Thanks Ray -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of ARSList Sent: Tuesday, June 05, 2007 1:21 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine: outgoing emails in html I have been using something like below. Drop this into a test.html file and view it through you web browser. On the filters select the $Case Type$ $Priority$ and $Summary$ Add this (or a template your create) to your templates. Put that template name in your templates. Enjoy. Nick H Havin' Fun in Sacramento. html head titleHelpdesk Notify Assignee Content/title /head body a href=https://itservicedesk.dhs.ca.gov/arsys/forms/dhseisrmd01/Remedy+Su pport/SupportRemedy Support/a BR BR b style=color:green#$$Case Type$$# Information/b hr style=color:green table width=100% tr td width=3%/td td vAlign=top width=12%bPriority: /B/td td vAlign=top width=85% style=color:brown#$$Priority$$#/td /tr /table table width=100% td width=3%/td td vAlign=top width=12%bSummary:/b/td td vAlign=top width=85%#$$Summary$$# /td /tr /table -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Tuesday, June 05, 2007 9:16 AM To: arslist@ARSLIST.ORG Subject: Re: Email Engine: outgoing emails in html In your filter, you have to select the fields you want to use for variable substitution as the included fields. In the template, you have to use the format of #$$fieldname$$# as the variable name. Axton Grams On 6/5/07, Ray M [EMAIL PROTECTED] wrote: Axton: I was able to get the email to go out with header (with images) and content as plain text (variable from the form). I want to put this plain text in the body of the message in a table with gray background color. I have created a template with a single table that has a gray background color. When I include this template for the content, just the html content (table with gray color and no text) shows up in the body of the message. So the email has the right header and a table with gray background color and no text in it shows up in my email box. Any thoughts? Thanks Ray -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Monday, June 04, 2007 6:57 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine: outgoing emails in html Some fundamentals: - html supports rendering images in an html doc using the img tag Create an html file on your desktop, something simple like this: html head/head body table tr tddivSome junk text/div/td tr tr tdimg src=http://www.google.com/intl/en_ALL/images/logo.gif;/td /tr /table /body/html Open the email templates form, create a record with the html file as the attachment, the type as html, and give it a name. Create a filter that sends a notification, specify this template (by name) as either the header, content, or footer template. Axton Grams On 6/4/07, Ray M [EMAIL PROTECTED] wrote: ** Hi: new question about sending emails from Email engine. I have configured the email engine to send emails which go out as plain text. I want this email to be formatted in html. I reviewed chapter 6 (Using email templates) of the Email engine documentation. I can't seem to figure out how to send html emails. Couple of questions 1. Does email engine support including html tags in the message body. How would I do that? Is there any doc with some examples on how to do this? 2. From documentation it looks like I can include headers and/or footers with images. Any doc or quick links on how to do go about this? Do I create a template in Ar System Email Templates? Thanks in advance. Ray __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers
[RESOLVED] RE: Email Engine: outgoing emails in html
Axton, Nick, Joanne: I only had general access permission for the txt_Message Body field. It works after I added the Public permissions. Thanks for all the help. Ray. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Tuesday, June 05, 2007 3:13 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine: outgoing emails in html That should be right. What are the field properties for the field (optional/required/display only and permissions). A couple of things to note (may be helpful): - changes to email templates are not picked up immediately. It's best to kill the email engine after modifying a template. - fields included in an email message must have public read permissions - display only fields must have a value at the time the filter fires to send the notification Axton Grams On 6/5/07, Ray M [EMAIL PROTECTED] wrote: Thanks. I included the fields. I have a field called txt_Message Body in my form which I want to include in the text of the message. So for filter, under If Action tab, I have the Notify action. I have specified $txt_Message Body$ for the Text, Selected is selected for Include Fields. I have selected txt_Message Body. Is that correct? I am still not getting the content. The following is the template I have for the content. I have Header and Content filled appropriately in the Templates sub tab. Header comes through in the mail, but no content. html body div align=center table tr td HEIGHT=400 WIDTH=604 valign=top#$$txt_Message Body$$#/td /tr /table /body /html === Should both the header and content templates have the html, body start and end tags? Or should have the html and body start tags in the header template and the end tags in content template? Thanks Ray -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of ARSList Sent: Tuesday, June 05, 2007 1:21 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine: outgoing emails in html I have been using something like below. Drop this into a test.html file and view it through you web browser. On the filters select the $Case Type$ $Priority$ and $Summary$ Add this (or a template your create) to your templates. Put that template name in your templates. Enjoy. Nick H Havin' Fun in Sacramento. html head titleHelpdesk Notify Assignee Content/title /head body a href=https://itservicedesk.dhs.ca.gov/arsys/forms/dhseisrmd01/Remedy+Su pport/SupportRemedy Support/a BR BR b style=color:green#$$Case Type$$# Information/b hr style=color:green table width=100% tr td width=3%/td td vAlign=top width=12%bPriority: /B/td td vAlign=top width=85% style=color:brown#$$Priority$$#/td /tr /table table width=100% td width=3%/td td vAlign=top width=12%bSummary:/b/td td vAlign=top width=85%#$$Summary$$# /td /tr /table -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Tuesday, June 05, 2007 9:16 AM To: arslist@ARSLIST.ORG Subject: Re: Email Engine: outgoing emails in html In your filter, you have to select the fields you want to use for variable substitution as the included fields. In the template, you have to use the format of #$$fieldname$$# as the variable name. Axton Grams On 6/5/07, Ray M [EMAIL PROTECTED] wrote: Axton: I was able to get the email to go out with header (with images) and content as plain text (variable from the form). I want to put this plain text in the body of the message in a table with gray background color. I have created a template with a single table that has a gray background color. When I include this template for the content, just the html content (table with gray color and no text) shows up in the body of the message. So the email has the right header and a table with gray background color and no text in it shows up in my email box. Any thoughts? Thanks Ray -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Monday, June 04, 2007 6:57 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine: outgoing emails in html Some fundamentals: - html supports rendering images in an html doc using the img tag Create an html file on your desktop, something simple like this: html head/head body table tr tddivSome junk text/div/td tr tr tdimg src=http://www.google.com/intl/en_ALL/images/logo.gif;/td /tr /table /body/html Open the email templates form, create a record with the html file as the attachment, the type as html, and give it a name. Create a filter that sends a notification, specify this template (by name) as either the header, content, or footer template. Axton Grams On 6/4/07, Ray M [EMAIL
Re: Unable to send email notification using the email engine.
any records back? - look in the email error form - will show things like mail address format errors, remote host not responding, etc. - look in the email logs (emaild.sh_log or the likes) - will show things like authentication errors, mail address format errors, memory errors, etc. - run the api logs and look for GLE/GLEWF calls by the user Remedy Application Service against the AR System Email Messages form Axton Grams On 6/3/07, Ray M [EMAIL PROTECTED] wrote: Hi: I am having trouble sending email notifications. Before I send the logs and detailed debug information, just wanted to make sure I am not missing something trivial. I have created a form that has character fields called Message Body, Subject and Email Address I have created a filter which has a notify action on submit for the above form. The filter has I have set up a outgoing mailbox in the AR System Email Mailbox Configuration form. And email engine is running # ./emaild.sh status checking BMC Remedy Email Engine ... BMC Remedy Email Engine is running on port 1100 When I submit a request (message bodym subject and email address) in my form I do see the request show up in AR System Email Messages form and shows a value of Yes for the Send Message column. But Date Sent is empty. Am I missing any step? Or where do I start my troubleshooting? Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
[RESOLVED] RE: Unable to send email notification using the email engine.
Axton: thanks for your help. I had to basically edit the
EmailDaemon.properties and set the server properties correctly.
Ravi
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, June 04, 2007 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Unable to send email notification using the email engine.
ARWARN 667 (The query matched more than ...) has to do with your user
tool preferences. Click the Tools- Options... Behaviors- and set
the 'Limit Number of Items Returned' to match what you need.
What version of java are you using?
$ java -version
What version of the email engine are you using?
During the install of the email engine, did you set up the
javamail.providers file in the java install directory? If installed
as non-root, this is a manual step. If installed as root, the
installer takes care of it for you.
Axton Grams
On 6/4/07, Ray M [EMAIL PROTECTED] wrote:
Hi: thanks for the pointers. I think my EmailDaemon.properties was
corrupted
(wrong server name). I have fixed those and I saw the emails come through.
I changed the logging levels back to normal in emaild.sh file. I can't
seem
to stop the email engine. It just stays there after saying Stopping BMC
Remedy Email Engine.
./emaild.sh stop
Stopping BMC Remedy Email Engine ...
Also when I go to the AR System Email Error Logs, select all or one record
and delete them I get a message saying
ARWARN [667] The query matched more than the maximum number of entries
specified for retrieval
I see the following in my emaild.sh_log when I run the stop.
==
DEBUG: JavaMail version 1.3.2
DEBUG: java.io.FileNotFoundException: /usr/j2se/jre/lib/javamail.providers
(No such file or directory)
DEBUG: URL
jar:file:/opt/arsystem/AREmail/rearsysd01/emaildaemon.jar!/META-INF/javamail
.providers
DEBUG: Bad provider entry:
DEBUG: successfully loaded resource:
jar:file:/opt/arsystem/AREmail/rearsysd01/emaildaemon.jar!/META-INF/javamail
.providers
DEBUG: URL
jar:file:/opt/arsystem/AREmail/rearsysd01/smtp.jar!/META-INF/javamail.provid
ers
DEBUG: successfully loaded resource:
jar:file:/opt/arsystem/AREmail/rearsysd01/smtp.jar!/META-INF/javamail.provid
ers
DEBUG: URL
jar:file:/opt/arsystem/AREmail/rearsysd01/pop3.jar!/META-INF/javamail.provid
ers
DEBUG: successfully loaded resource:
jar:file:/opt/arsystem/AREmail/rearsysd01/pop3.jar!/META-INF/javamail.provid
ers
DEBUG: URL
jar:file:/opt/arsystem/AREmail/rearsysd01/imap.jar!/META-INF/javamail.provid
ers
DEBUG: successfully loaded resource:
jar:file:/opt/arsystem/AREmail/rearsysd01/imap.jar!/META-INF/javamail.provid
ers
DEBUG: successfully loaded resource: /META-INF/javamail.default.providers
DEBUG: Tables of loaded providers
DEBUG: Providers Listed By Class Name:
{com.sun.mail.smtp.SMTPSSLTransport=javax.mail.Provider[TRANSPORT,smtps,com.
sun.mail.smtp.SMTPSSLTransport,Sun Microsystems, Inc],
com.remedy.mail.mapi.MAPIStore=javax.mail.Provider[STORE,mapistore,com.remed
y.mail.mapi.MAPIStore,[EMAIL PROTECTED],
com.remedy.mail.mapi.MAPITransport=javax.mail.Provider[TRANSPORT,mapitranspo
rt,com.remedy.mail.mapi.MAPITransport,[EMAIL PROTECTED],
com.sun.mail.imap.IMAPSSLStore=javax.mail.Provider[STORE,imaps,com.sun.mail.
imap.IMAPSSLStore,Sun Microsystems, Inc],
com.sun.mail.smtp.SMTPTransport=javax.mail.Provider[TRANSPORT,smtp,com.sun.m
ail.smtp.SMTPTransport,Sun Microsystems, Inc],
com.sun.mail.pop3.POP3SSLStore=javax.mail.Provider[STORE,pop3s,com.sun.mail.
pop3.POP3SSLStore,Sun Microsystems, Inc],
com.sun.mail.imap.IMAPStore=javax.mail.Provider[STORE,imap,com.sun.mail.imap
.IMAPStore,Sun Microsystems, Inc],
com.sun.mail.pop3.POP3Store=javax.mail.Provider[STORE,pop3,com.sun.mail.pop3
.POP3Store,Sun Microsystems, Inc]}
DEBUG: Providers Listed By Protocol:
{imaps=javax.mail.Provider[STORE,imaps,com.sun.mail.imap.IMAPSSLStore,Sun
Microsystems, Inc],
imap=javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Sun
Microsystems, Inc],
mapistore=javax.mail.Provider[STORE,mapistore,com.remedy.mail.mapi.MAPIStore
,[EMAIL PROTECTED],
smtps=javax.mail.Provider[TRANSPORT,smtps,com.sun.mail.smtp.SMTPSSLTransport
,Sun Microsystems, Inc],
mapitransport=javax.mail.Provider[TRANSPORT,mapitransport,com.remedy.mail.ma
pi.MAPITransport,[EMAIL PROTECTED],
pop3=javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Sun
Microsy
stems, Inc],
pop3s=javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.POP3SSLStore,Sun
Microsystems, Inc],
smtp=javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Sun
Microsystems, Inc]}
DEBUG: successfully loaded resource:
/META-INF/javamail.default.address.map
DEBUG: URL
jar:file:/opt/arsystem/AREmail/rearsysd01/smtp.jar!/META-INF/javamail.addres
s.map
DEBUG: successfully loaded resource:
jar:file:/opt/arsystem/AREmail/rearsysd01/smtp.jar!/META-INF/javamail.addres
s.map
DEBUG: java.io.FileNotFoundException
Email Engine: outgoing emails in html
Hi: new question about sending emails from Email engine. I have configured the email engine to send emails which go out as plain text. I want this email to be formatted in html. I reviewed chapter 6 (Using email templates) of the Email engine documentation. I can't seem to figure out how to send html emails. Couple of questions 1. Does email engine support including html tags in the message body. How would I do that? Is there any doc with some examples on how to do this? 2. From documentation it looks like I can include headers and/or footers with images. Any doc or quick links on how to do go about this? Do I create a template in Ar System Email Templates? Thanks in advance. Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Unable to send email notification using the email engine.
Hi: I am having trouble sending email notifications. Before I send the logs and detailed debug information, just wanted to make sure I am not missing something trivial. I have created a form that has character fields called Message Body, Subject and Email Address I have created a filter which has a notify action on submit for the above form. The filter has I have set up a outgoing mailbox in the AR System Email Mailbox Configuration form. And email engine is running # ./emaild.sh status checking BMC Remedy Email Engine ... BMC Remedy Email Engine is running on port 1100 When I submit a request (message bodym subject and email address) in my form I do see the request show up in AR System Email Messages form and shows a value of Yes for the Send Message column. But Date Sent is empty. Am I missing any step? Or where do I start my troubleshooting? Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARSPerl v/s PerlDBI
Hi: I want to grab all the closed tickets for a particular day and last 5 worklogs for the ticket every evening. I know I can use perl DBI to access the view (hpd_help_desk), grab the closed tickets and go to the view for the worklog and grab the worklogs. Wondering if doing the same thing is easier via ARS perl? Could someone who has used ARSPerl provide reasons why it might be a good idea to use ARS Perl or is it ok either way? Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Adding a index to a field which is not unique
Sorry. Should have mentioned that. The response times during certain times are slow for the users. These users are looking for open tickets (STATUS 5) and a character field called DOMAIN (DOMAIN = PERFORMANCE). Thanks Ray From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso Sent: Sunday, May 27, 2007 6:17 PM To: arslist@ARSLIST.ORG Subject: Re: Adding a index to a field which is not unique ** 1. Why. 2. What exactly is the other field? What type of data does it hold? On 5/27/07, Ray M [EMAIL PROTECTED] wrote: Hi: lot of my users run regular queries using two fields in HPD::HelpDesk form (one that was created by me and the other one STATUS). This value for both the fields are not unique. I am thinking of adding indexing on the fields. Anyone comments or suggestions before I make this change? Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com http://www.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Adding a index to a field which is not unique
Hi: lot of my users run regular queries using two fields in HPD::HelpDesk form (one that was created by me and the other one STATUS). This value for both the fields are not unique. I am thinking of adding indexing on the fields. Anyone comments or suggestions before I make this change? Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Doc on reporting
Hi: is there a documentation on reporting? I want to schedule report creation of all open tickets with their corresponding worklogs and forward them to an email address. Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Doc on reporting
George: I was thinking about the same thing. Need a little more clarification. So you have created a new form with standard fields + a character datatype. Every morning run a escalation, collect required information for all the open tickets from HPD:HelpDesk form and dump it into the character datatype in the new form. Build a filter that runs on the new form to send a notification for each submit. Is the above logic what you have implemented? One question I have is I want to create multiple records in the new form each time the escalation runs i.e one record for each customer. Something like group by on the customer field from HPD:HelpDesk. How would I do that? Thanks Ray -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Payne, George Sent: Friday, May 25, 2007 9:51 AM To: arslist@ARSLIST.ORG Subject: Re: Doc on reporting Ray and Carey, We handle this kind of request with a form in Remedy that includes the information that we want reported. Then, every morning around 2am an escalation fires that collects the data SUBMITS a new record to that form. Finally, a filter action on submissions to that form sends the formatted results of the data collection to the appropriate addresses. The side benefit is that we've got a daily log of the reported data that we can then run reports against if we need to! :) Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, May 25, 2007 6:46 AM To: arslist@ARSLIST.ORG Subject: Re: Doc on reporting Ray, At this time there is no easy way to schedule a report. You can do it. But you have to go a bit outside of the standard ARS to do it. ( I am not sure if the OOB applications offer any more advanced options in this area.) The basic idea of how it can be done You could use an Escalation (or any other time based triggering tool, like Cron, Scheduled Tasks, etc..) to run the command line tool runmacro. ( You should find this program in the ARS server install/bin/runmacro directory.) This program will let you run a Remedy Macro from the command line and produce a local file on the file system. However it will not send it out in email. For that task you can either write a command line program to email the file directly, or you can build other workflow in ARS that will check the time stamp on the file and if it is new enough then pull the file into ARS (assuming the file is small enough for that to work) and send email from there. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 5/25/07, Ray M [EMAIL PROTECTED] wrote: ** Hi: is there a documentation on reporting? I want to schedule report creation of all open tickets with their corresponding worklogs and forward them to an email address. Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Doc on reporting
I am a newbie. So need a little more help. About grouping multiple records: Within my escalation, I have a set Run if to 'Status' 5. What do I put in my If Action tab for the following to happen 1. update the same record with INCIDENT_NUMBER+LAST_MODIFIED_DATE for each customer (in my case LOCATION_ID from HPD:HelpDesk form). In other words if the current open ticket from HPD_HelpDesk has a record already in my new form, I want to append the character field value with the current INCIDENT_NUMBER+LAST_MODIFIED_DATE. If not create a new entry 2. I want the concatenated value of INCIDENT_NUMBER and LAST_MODIFIED_DATE to go to the character field in my new form. TIA Ray -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Payne, George Sent: Friday, May 25, 2007 11:48 AM To: arslist@ARSLIST.ORG Subject: Re: Doc on reporting Hey Ray, Yep. That's the way we're doing it. We run individual reports for each of our interested groups right now and the data that we're collecting is just SQL counts of open tickets and aged tickets. We're thinking about making it more dynamic so that there could be a flag for each Support Group that indicates whether or not they want the report and then have the escalation walk through the table of everyone that wants a report. The question of multiple records could be handled with a character field of length 0 that would be concatenated with the appropriate data from HPD:Helpdesk for every record. Then, when all of the data is collected, you would push it to your Report Form and the SUBMIT would fire the notification that you could format to your heart's content in the notification filter action. Hope that helps, Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ray M Sent: Friday, May 25, 2007 9:34 AM To: arslist@ARSLIST.ORG Subject: Re: Doc on reporting George: I was thinking about the same thing. Need a little more clarification. So you have created a new form with standard fields + a character datatype. Every morning run a escalation, collect required information for all the open tickets from HPD:HelpDesk form and dump it into the character datatype in the new form. Build a filter that runs on the new form to send a notification for each submit. Is the above logic what you have implemented? One question I have is I want to create multiple records in the new form each time the escalation runs i.e one record for each customer. Something like group by on the customer field from HPD:HelpDesk. How would I do that? Thanks Ray -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Payne, George Sent: Friday, May 25, 2007 9:51 AM To: arslist@ARSLIST.ORG Subject: Re: Doc on reporting Ray and Carey, We handle this kind of request with a form in Remedy that includes the information that we want reported. Then, every morning around 2am an escalation fires that collects the data SUBMITS a new record to that form. Finally, a filter action on submissions to that form sends the formatted results of the data collection to the appropriate addresses. The side benefit is that we've got a daily log of the reported data that we can then run reports against if we need to! :) Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, May 25, 2007 6:46 AM To: arslist@ARSLIST.ORG Subject: Re: Doc on reporting Ray, At this time there is no easy way to schedule a report. You can do it. But you have to go a bit outside of the standard ARS to do it. ( I am not sure if the OOB applications offer any more advanced options in this area.) The basic idea of how it can be done You could use an Escalation (or any other time based triggering tool, like Cron, Scheduled Tasks, etc..) to run the command line tool runmacro. ( You should find this program in the ARS server install/bin/runmacro directory.) This program will let you run a Remedy Macro from the command line and produce a local file on the file system. However it will not send it out in email. For that task you can either write a command line program to email the file directly, or you can build other workflow in ARS that will check the time stamp on the file and if it is new enough then pull the file into ARS (assuming the file is small enough for that to work) and send email from there. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 5/25/07, Ray M
Newbie question: how to find filters/worklow associated with a form
Hi: Just went to training. Can't seem to figure out something that is trivial. Is there a way in Remedy Admin to show all filters and workflows associated with a form? Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
