Frustrations with Remedy Developer Studio 7.5
Forgive me as this is more of a rant. My patience for Remedy Developer Studio 7.5 is growing thin. I find that performing the most insignificant tasks become a test in patience as the tool communicates to server for every single action. Selecting a field on a form, talk to the server to get properties. Selecting multiple fields, talk to the server to get all properties. Select a field in a web service definition... The latter will take quite a bit of time if you have a lot of fields on a form. I'm getting very frustrated with the performance of the Developer Studio.. I wish that the tool cached the objects from the database like the Migrator does and only updates when needed or when the developer forces the refresh. Even have a periodic refresh would be nice.. I wish that the tool wasn't so chatty back to the server. It doesn't make sense that when object reservation is enabled, that the tool would need to go to the server for each field (like it would have changed since I have the form reserved?). Right now I'm pulling my hair out trying to modify a web service operation we have on one of our forms that has 100+ fields. Every time I remove / add a output mapping field, the developer studio does some mass server communication that takes about 30 seconds. To do what exactly, I'm not sure... If I have the web service object reserved, why would it need to go to the server for changes or whatever? I haven't even saved the object yet... why is it talking to the server?? Why can't it just load the entire web service object and the form it references into a cache so that the user experience is fast and snappy after the initial load? Then when I save the web service, perform the due diligence to ensure the mappings are correct. I have used the knowledge base to look for enhancements and tricks when using the developer studio, but alas it seems no one else suffers from this issue or no one has encountered it / reported it. It would be nice if BMC provided configuration settings that we could pass to the developer studio to configure how we want the tool to act and when we want the tool to communicate to the database or put more options in the preferences to configure the performance of the developer studio. Perhaps something greater than just adjusting the memory that java uses... Perhaps there could be a white paper on database optimizations that would help the developer studio perform better. It would also be nice if while we are waiting for a form or other object to load, that a progress bar is displayed or something that tells us what the tool is doing. Most of my time spent in the developer studio is the white screen as the tool becomes unresponsive during save's or object retrievals from the server.. As a developer, I want to know what the tool is doing so that when I complain to BMC that the performance is slow, I have a point of reference. If I know generally what is going on, maybe I can optimize the database so that the operation is quicker? Who knows! Whats frustrating is that after 1 revision and 7 patches later, I would expect the developer studio to have all the bugs and performance issues ironed out and be fast and snappy... Nope. How do BMC's Remedy developers program in this? Don't they get frustrated with the NullPointerErrors and slow responsiveness? I'm guessing that they just install a remedy server on their local box to avoid the performance issue of the network. I think the development studio is a giant step up from the old Remedy Administrator that we have all used in the past. But now that the tool is main stream, there needs to be some serious work done to make the tool more responsive and optimized when connecting over the network. Again, sorry for the rant, I just needed to vent. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Frustrations with Remedy Developer Studio 7.5
Thanks for replying Tommy. Yea I know about the dev cache mode and we have it enabled on our dev server. Even with the dev cache mode turned on, I just wish the developer studio didn't talk to the server so much and had a cache of it's own. IMO, it should only talk to the server when I'm opening the object and saving the object.. With the exception of modifying table fields I guess ;) On Mon, Feb 14, 2011 at 2:56 PM, Tommy Morris tommy.mor...@radioshack.comwrote: One thing to make sure of is that Developer Cache Mode is turned on. Our app server crashed every time a developer would try to do anything in Dev Tool without dev cache mode on. And since we cannot put the server in Dev Cache mode during Production Hours I have to do after hours “code changes” to change the time on a notification escalation. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Robert Halstead *Sent:* Monday, February 14, 2011 4:44 PM *To:* arslist@ARSLIST.ORG *Subject:* Frustrations with Remedy Developer Studio 7.5 ** Forgive me as this is more of a rant. My patience for Remedy Developer Studio 7.5 is growing thin. I find that performing the most insignificant tasks become a test in patience as the tool communicates to server for every single action. Selecting a field on a form, talk to the server to get properties. Selecting multiple fields, talk to the server to get all properties. Select a field in a web service definition... The latter will take quite a bit of time if you have a lot of fields on a form. I'm getting very frustrated with the performance of the Developer Studio.. I wish that the tool cached the objects from the database like the Migrator does and only updates when needed or when the developer forces the refresh. Even have a periodic refresh would be nice.. I wish that the tool wasn't so chatty back to the server. It doesn't make sense that when object reservation is enabled, that the tool would need to go to the server for each field (like it would have changed since I have the form reserved?). Right now I'm pulling my hair out trying to modify a web service operation we have on one of our forms that has 100+ fields. Every time I remove / add a output mapping field, the developer studio does some mass server communication that takes about 30 seconds. To do what exactly, I'm not sure... If I have the web service object reserved, why would it need to go to the server for changes or whatever? I haven't even saved the object yet... why is it talking to the server?? Why can't it just load the entire web service object and the form it references into a cache so that the user experience is fast and snappy after the initial load? Then when I save the web service, perform the due diligence to ensure the mappings are correct. I have used the knowledge base to look for enhancements and tricks when using the developer studio, but alas it seems no one else suffers from this issue or no one has encountered it / reported it. It would be nice if BMC provided configuration settings that we could pass to the developer studio to configure how we want the tool to act and when we want the tool to communicate to the database or put more options in the preferences to configure the performance of the developer studio. Perhaps something greater than just adjusting the memory that java uses... Perhaps there could be a white paper on database optimizations that would help the developer studio perform better. It would also be nice if while we are waiting for a form or other object to load, that a progress bar is displayed or something that tells us what the tool is doing. Most of my time spent in the developer studio is the white screen as the tool becomes unresponsive during save's or object retrievals from the server.. As a developer, I want to know what the tool is doing so that when I complain to BMC that the performance is slow, I have a point of reference. If I know generally what is going on, maybe I can optimize the database so that the operation is quicker? Who knows! Whats frustrating is that after 1 revision and 7 patches later, I would expect the developer studio to have all the bugs and performance issues ironed out and be fast and snappy... Nope. How do BMC's Remedy developers program in this? Don't they get frustrated with the NullPointerErrors and slow responsiveness? I'm guessing that they just install a remedy server on their local box to avoid the performance issue of the network. I think the development studio is a giant step up from the old Remedy Administrator that we have all used in the past. But now that the tool is main stream, there needs to be some serious work done to make the tool more responsive and optimized when connecting over the network. Again, sorry for the rant, I just needed to vent. -- A fool acts, regardless
Re: Frustrations with Remedy Developer Studio 7.5
Thank you for the replies guys. A RDP is not possible as our server is on a unix machine. I admit that I am going through a VPN connection over cable most of the time, but even when I am in the office the dev studio is unchanged in performance. Thanks for the feedback Jason. I will download and try DS 7.6.03 and see if my experiences improve with that version *fingers crossed*. Our remedy servers are on a different subnet than our work stations (as I would assume most companies are) and don't expect that to be so much the problem as it's all inside our network. I do realize i'm on a VPN connection however and do expect some delay, but what I have been experiencing seems to be excessive. I have tailed the arsql log during my sessions using the 7.5 developer and can say that many sql commands are sent to the database per operation in the dev studio, which I expect for saves and refreshes, but again with only displaying field properties or adding an operation to an active link, why is it talking to the server? I would think it would have more cached about the server on initial connect. I have thought about going through the arsql logs, and one at a time, make sure the proper indexes are being used or if we can add additional indexes to the SQL commands as a last resort. Thanks again for the feedback guys, you have relieved a very frustrating developer. On Mon, Feb 14, 2011 at 3:28 PM, Jason Miller jason.mil...@gmail.comwrote: ** Bob, Have you tried DS 7.6.xx? Many of the DS operations were move from the Admin thread to a List thread starting with DS 7.6.03. DS now only takes an Admin thread if it needs it (typically saving). DS 7.6.03 has a number of improvements. I talked to the DS lead quite a while at WWRUG10 (and WWRUG09 for that matter) and verified that it is safe to use a 7.6.03 DS with an AR 7.5 system. If DS sees it is connected to a AR 7.5 server it will not give you the options that are not valid for AR 7.5. There are some features that are DS specific such as the way threads are used as well as a cool new Open In Browser function that are not dependent on the AR Server version. Regarding caching I have noticed there seems to be some caching done. If I try to open a object that is reserved by somebody else I need to refresh the list of objects (after asking them to release it) before DS shows it is available and I can reserve it. While I have noticed some occasional delays and crashes (not nearly as often with 7.6.03) our system is by no means painful do dev work on. The Admin Tool also had it issues with delays when loading objects too. Admittedly I am about 300 feet from our the servers. One thing I have noticed, and I am not sure if this is related to chattiness with the server or DS is just better aware of the changes you are making and objects you already have open, is that I can modify one object (say add a field to a form) and a workflow object (AL/Filter) that I already have open is aware of the new field without having to close the workflow object. I find this to be a nice improvement over the Admin Tool. I understand completely a dev tool that is constantly making you wait is extremely frustrating and makes it just about impossible to work with. I am just wondering if the problem is really DS or something else about the environment? Have you run a sniffer between your machine and the server? Do you know that the issue is a chattiness issue? If you cannot run a sniffer a server side API log should also show chatty behavior. Are you on the same network as your Remedy server, within fairly close physical proximity? Or are you working over global network and/or over a VPN? Jason On Mon, Feb 14, 2011 at 2:44 PM, Robert Halstead badbee...@gmail.comwrote: ** Forgive me as this is more of a rant. My patience for Remedy Developer Studio 7.5 is growing thin. I find that performing the most insignificant tasks become a test in patience as the tool communicates to server for every single action. Selecting a field on a form, talk to the server to get properties. Selecting multiple fields, talk to the server to get all properties. Select a field in a web service definition... The latter will take quite a bit of time if you have a lot of fields on a form. I'm getting very frustrated with the performance of the Developer Studio.. I wish that the tool cached the objects from the database like the Migrator does and only updates when needed or when the developer forces the refresh. Even have a periodic refresh would be nice.. I wish that the tool wasn't so chatty back to the server. It doesn't make sense that when object reservation is enabled, that the tool would need to go to the server for each field (like it would have changed since I have the form reserved?). Right now I'm pulling my hair out trying to modify a web service operation we have on one of our forms that has 100+ fields. Every time I remove
7.5 Midtier Tomcat Preference
Hello all, We seem to be having some NullPointerExceptions with our 5.5.28 tomcat installation that was installed with the AR System 7.5 Patch 004 Installer. We are currently working with BMC to get the problem resolved, however I wanted to get a consensus on what version of tomcat people are running with AR System 7.5. I noticed that Tomcat 5.5.30 is the latest in the 5.5 series and that Apache now has version 6 and 7 on Tomcat available for download. The question is, should we still run Tomcat 5.5.28 for the support aspect of things or should we upgrade to 6 or possibly 7? What version of Tomcat is everyone else running? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Table fields displaying 1 hour difference from searched date.
So it seems like the table itself may not be the issue, though i'm not
entirely sure. What I setup was a display form with two date/time fields
for input, a character field for the EXTERNAL(query), and the table field
pointed to one of our most populated forms.
What I found out was this:
I created workflow that takes the two date fields and puts them into the
character field so the resulting string looks like this:
'Create Date' = 8/3/2010 8:00:00 AM AND 'Create Date' = 8/5/2010
11:00:00 AM
In my table qualification I have: EXTERNAL('Character Field')
When I refresh the table, the table searches and displays results as if the
following query is ran:
'Create Date' = 8/3/2010 9:00:00 AM AND 'Create Date' = 8/5/2010
12:00:00 PM -- Notice the one hour difference
Now I replaced the qualification for the table: EXTERNAL('Character Field'),
with the actual qualification I'm trying to run:
'Create Date' = 8/3/2010 8:00:00 AM AND 'Create Date' = 8/5/2010
11:00:00 AM
When I refresh the table field, the values now accurately display from
8/3/2010 8:00:00 AM to 8/5/2010 11:00:00 AM. Hmm, I think to myself,
There must be an issue with searching with dates using the EXTERNAL
function.
I now replace the qualification string for the table with:
('Create Date' = $Date/Time Field$) AND ('Create Date' = $Date/Time
Field2$)
Therein by taking EXTERNAL() completely out of the loop. I enter 8/3/2010
8:00:00 AM into $Date/Time Field$ and 8/5/2010 12:00:00 PM into
$Date/Time Field2$ and refresh the table.
The results show correct!! The date/time span return match the search
criteria accurately. So there seems to be an issue when searching table
fields with date ranges using the EXTERNAL() function.
Not sure if this was mentioned before on the list, sorry if it was, this bug
has been running me and my QA team around in loops.
Just thought I would share. Thanks for listening :D
On Thu, Aug 5, 2010 at 3:35 PM, Robert Halstead badbee...@gmail.com wrote:
Hey all,
We're seeing a discrepancy when displaying data in a table field. If the
table field is searching a date range of tickets, the table field seems to
display tickets that are an hour ahead. It seems the client takes the
date/time in the date/time fields and applies +1 hour to them and then
returns the result of that search.
Searching the same date range on the form itself returns the proper
listing.
This behavior doesn't exist with the mid-tier. Performing the same actions
in the mid-tier, the results are what is expect with both the table and the
form displaying the same search results. Only in the client does it seem to
differ.
This seems to be an issue with the timezone and table fields. I was
wondering if anyone else has been incurring this as well?
AR Server 7.5 Patch 004
Mid-Tier 7.5 Patch 004
WUT 7.5 Patch 004
Let me know if more information is needed. I thought I'd hit up the list
before I created a ticket with BMC.
--
A fool acts, regardless; knowing well that he is wrong. The ignoramus acts
on only what he knows, but all that he knows.
The ignoramus may be saved, but the fool knows that he is doomed.
Bob Halstead
--
A fool acts, regardless; knowing well that he is wrong. The ignoramus acts
on only what he knows, but all that he knows.
The ignoramus may be saved, but the fool knows that he is doomed.
Bob Halstead
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Table fields displaying 1 hour difference from searched date.
Hey all, We're seeing a discrepancy when displaying data in a table field. If the table field is searching a date range of tickets, the table field seems to display tickets that are an hour ahead. It seems the client takes the date/time in the date/time fields and applies +1 hour to them and then returns the result of that search. Searching the same date range on the form itself returns the proper listing. This behavior doesn't exist with the mid-tier. Performing the same actions in the mid-tier, the results are what is expect with both the table and the form displaying the same search results. Only in the client does it seem to differ. This seems to be an issue with the timezone and table fields. I was wondering if anyone else has been incurring this as well? AR Server 7.5 Patch 004 Mid-Tier 7.5 Patch 004 WUT 7.5 Patch 004 Let me know if more information is needed. I thought I'd hit up the list before I created a ticket with BMC. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Finding memory leaks in the AR System
Thanks so much guys!! You have most likely put my project back on track here. Axton, I will read those articles right now and talk to our system engineers on getting the memory manager switched. Thanks for the tips NN, hopefully I will have everything I need when I open the ticket. On Wed, Apr 7, 2010 at 6:53 AM, Terry Bootsma tboot...@objectpath.comwrote: ** Robert: I had an issue with the standard memory manager on Solaris for 7.1 a while ago... I am re-posting for your info. Like Axton said, it may be worthwhile changing your memory manager to libumem and re-trying... Terry REPOST: libumem, ITSM 7.0.2 and Solaris Load Testinghttp://mail.objectpath.com/communities/message/84134#84134 Hello everyone: We are currently running ARS 7.1, ITSM 7.0.2 (latest patch) Incident/Change/CMDB/Problem on a high end Solaris box running Solaris 10 with a DB2 database. We had been conducting stress testing of the application utilizing Loadrunner (yes, we are aware of the limitations of this tool, but were able to get around them) and were previously experiencing exponential degradation of response times once a fixed number of users were logged into the system and performing certain functions (Note: These tests were with the WUT, not MidTier). These tests and results were both repeatable and consistent. After working with Remedy engineers on this problem and analyzing various log files and pstack output on the server, they suggested that we replace the default Solaris memory manager with libumem as there was extreme memory heap contention by the arsystem process. Believe it or not, this has fixed our performance issue and the application now scales to the desired number of users without any known problems to date. With the previous memory manager, we could not get over 130 users logging in over an hour. With the new memory manager, we were able to get 300+ logged in without the previously experienced exponential degradation. We will continue to do further load testing, however, I would be interested in hearing from anyone out there who has experience using libumem on your server to any capacity (development, testing, or production) Have you come across any issues or hints regarding it's use? Thank you... Terry On Apr 6, 2010, *Robert Halstead* badbee...@gmail.com wrote: ** Hey all, We're running AR System 7.5 patch 004 and we are finding that our server is eating up memory and not releasing it. We are in the UAT process and have roughly 10 testers testing the system. During this time we've noticed a huge memory allocation and eventually the arserverd process would consume 2-3 gigs of memory and all the swap space, at which point the machine comes to it's knees and the process needs to be forcibly killed or the box hard restarted. I remember reading somewhere that the AR System doesn't release memory for large queries, but instead just reuses the memory address space. Is this still true for 7.5? Are there any type of performance configurations I can add to the ar.conf file to allow the AR System to release the memory it allocates? Or to prevent a query from taking all the available memory on the box? I thought the AR System used temporary file storage for storaging a large SQL result? Our 6.3 AR System stores temporary query result files in /var/tmp/ARpen* files, does 7.5 not do the same thing? I just thought I would ping the list before I open a ticket with BMC and see if anyone else is seeing a memory leak or has had this problem occur to them in the past. Though I'm not sure who all is running the latest 7.5 AR System. Any help would be appreciated as I'm not sure what BMC will want me to look for to determine a memory leak and I don't like to engage them without some sort of proof that one exists. Our server specs are the following: System Configuration: Sun Microsystems sun4u Sun Fire V210 System clock frequency: 167 MHZ Memory size: 4GB CPUs E$ CPUCPU CPU Freq SizeImplementation MaskStatus Location --- -- - - -- 01002 MHz 1MB SUNW,UltraSPARC-IIIi2.4on-line MB/P0 11002 MHz 1MB SUNW,UltraSPARC-IIIi2.4on-line MB/P1 AR System 7.5 patch 004 Apache Tomcat 5.5.28 / Midtier 7.5 patch 004 If you guys need more server specs let me know. We are trying to replicate the issue but we are unsure how it happens and don't really know where to start. Thanks for the help. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend
Re: Finding memory leaks in the AR System
Axton, Once I have this all setup with libumem and enable the UMEM_DEBUG and UMEM_LOGGING environment variables, do I just wait for the leak to occur to the point where the app crashes? Does the system produce a core file at that point? Do I then perform the MDB commands on that core file? Reading the article on dbx (RTC), it looks like I can connect to the running program without stopping it but I need to have the Sun Studio installed to get the dbx program correct? On Tue, Apr 6, 2010 at 8:14 PM, Axton axton.gr...@gmail.com wrote: ** Since you are on Solaris/sparc you have some really good options for seeing if there are memory leaks. Look into the slab memory allocator (libumem). http://blogs.sun.com/ahl/entry/solaris_10_top_11_20 http://blogs.sun.com/ahl/entry/solaris_10_top_11_20There are actually performance benefits to using this memory allocator to the standard libc (though it does make the memory footprint slightly larger), but it's going to hard stop your software (sigsegv, sigbus, etc.) in the event nasty things are going on that shouldn't be going on. Good news is that it tells you what/where if you tell your system to generate a core in the event. Once you have things running under libumem, you can put some checks on memory usage (see the following): UMEM_DEBUG UMEM_LOGGING Once you do that, it makes some handy options available in dbx (RTC): http://www.mail-archive.com/arslist@arslist.org/msg33614.html http://www.fortran-2000.com/ArnaudRecipes/SunMemoryDB.html#SunDbx You can attach the debugger to the process in flight to check for memory leaks: http://technopark02.blogspot.com/2005/10/sun-studio-investigating-memory-leaks.html See here for the high-level gory details. Pretty cool stuff: http://developers.sun.com/solaris/articles/libumem_library.html Axton Grams On Tue, Apr 6, 2010 at 4:38 PM, Robert Halstead badbee...@gmail.comwrote: ** Hey all, We're running AR System 7.5 patch 004 and we are finding that our server is eating up memory and not releasing it. We are in the UAT process and have roughly 10 testers testing the system. During this time we've noticed a huge memory allocation and eventually the arserverd process would consume 2-3 gigs of memory and all the swap space, at which point the machine comes to it's knees and the process needs to be forcibly killed or the box hard restarted. I remember reading somewhere that the AR System doesn't release memory for large queries, but instead just reuses the memory address space. Is this still true for 7.5? Are there any type of performance configurations I can add to the ar.conf file to allow the AR System to release the memory it allocates? Or to prevent a query from taking all the available memory on the box? I thought the AR System used temporary file storage for storaging a large SQL result? Our 6.3 AR System stores temporary query result files in /var/tmp/ARpen* files, does 7.5 not do the same thing? I just thought I would ping the list before I open a ticket with BMC and see if anyone else is seeing a memory leak or has had this problem occur to them in the past. Though I'm not sure who all is running the latest 7.5 AR System. Any help would be appreciated as I'm not sure what BMC will want me to look for to determine a memory leak and I don't like to engage them without some sort of proof that one exists. Our server specs are the following: System Configuration: Sun Microsystems sun4u Sun Fire V210 System clock frequency: 167 MHZ Memory size: 4GB CPUs E$ CPUCPU CPU Freq SizeImplementation MaskStatus Location --- -- - - -- 01002 MHz 1MB SUNW,UltraSPARC-IIIi2.4on-line MB/P0 11002 MHz 1MB SUNW,UltraSPARC-IIIi2.4on-line MB/P1 AR System 7.5 patch 004 Apache Tomcat 5.5.28 / Midtier 7.5 patch 004 If you guys need more server specs let me know. We are trying to replicate the issue but we are unsure how it happens and don't really know where to start. Thanks for the help. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where
Re: Finding memory leaks in the AR System
patchsk, We do utiize the midtier a lot with our custom applications and tools as that is the only cross-platform way to communicate with remedy without using their java api. That would explain a lot actually. I'll have do some testing with our other apps to see if I can replicate in patch 004. I know BMC isn't very forthcoming with their patch schedule, but did they say when patch 005 was going to go live? Thanks for the heads up though :) On Wed, Apr 7, 2010 at 2:47 PM, patchsk vamsi...@gmail.com wrote: We have seen memory issues too on Solaris5.10, ARSystem 7.5patch3. BMC has found three memory leaks related to be caused by webservice calls i.e., ARXMLGE api calls after a long investigation. Regular user tool we did not see much issues. They supposed to fix it with patch005. Also libumem worked better for us compared to default memory handler, even though they say libumem is only effective for older solaris os. After creating a ticket basically BMC has given us a script to log server env (prstat,vmstat etc..) at regualar intervals. We provided them those logs with remedy api logs and they did the investigation based on that. We had to fight a lot though to escalate it to server team. On Apr 7, 10:27 am, Robert Halstead badbee...@gmail.com wrote: Axton, Once I have this all setup with libumem and enable the UMEM_DEBUG and UMEM_LOGGING environment variables, do I just wait for the leak to occur to the point where the app crashes? Does the system produce a core file at that point? Do I then perform the MDB commands on that core file? Reading the article on dbx (RTC), it looks like I can connect to the running program without stopping it but I need to have the Sun Studio installed to get the dbx program correct? On Tue, Apr 6, 2010 at 8:14 PM, Axton axton.gr...@gmail.com wrote: ** Since you are on Solaris/sparc you have some really good options for seeing if there are memory leaks. Look into the slab memory allocator (libumem). http://blogs.sun.com/ahl/entry/solaris_10_top_11_20 http://blogs.sun.com/ahl/entry/solaris_10_top_11_20There are actually performance benefits to using this memory allocator to the standard libc (though it does make the memory footprint slightly larger), but it's going to hard stop your software (sigsegv, sigbus, etc.) in the event nasty things are going on that shouldn't be going on. Good news is that it tells you what/where if you tell your system to generate a core in the event. Once you have things running under libumem, you can put some checks on memory usage (see the following): UMEM_DEBUG UMEM_LOGGING Once you do that, it makes some handy options available in dbx (RTC): http://www.mail-archive.com/arsl...@arslist.org/msg33614.html http://www.fortran-2000.com/ArnaudRecipes/SunMemoryDB.html#SunDbx You can attach the debugger to the process in flight to check for memory leaks: http://technopark02.blogspot.com/2005/10/sun-studio-investigating-mem. .. See here for the high-level gory details. Pretty cool stuff: http://developers.sun.com/solaris/articles/libumem_library.html Axton Grams On Tue, Apr 6, 2010 at 4:38 PM, Robert Halstead badbee...@gmail.com wrote: ** Hey all, We're running AR System 7.5 patch 004 and we are finding that our server is eating up memory and not releasing it. We are in the UAT process and have roughly 10 testers testing the system. During this time we've noticed a huge memory allocation and eventually the arserverd process would consume 2-3 gigs of memory and all the swap space, at which point the machine comes to it's knees and the process needs to be forcibly killed or the box hard restarted. I remember reading somewhere that the AR System doesn't release memory for large queries, but instead just reuses the memory address space. Is this still true for 7.5? Are there any type of performance configurations I can add to the ar.conf file to allow the AR System to release the memory it allocates? Or to prevent a query from taking all the available memory on the box? I thought the AR System used temporary file storage for storaging a large SQL result? Our 6.3 AR System stores temporary query result files in /var/tmp/ARpen* files, does 7.5 not do the same thing? I just thought I would ping the list before I open a ticket with BMC and see if anyone else is seeing a memory leak or has had this problem occur to them in the past. Though I'm not sure who all is running the latest 7.5 AR System. Any help would be appreciated as I'm not sure what BMC will want me to look for to determine a memory leak and I don't like to engage them without some sort of proof that one exists. Our server specs are the following: System Configuration: Sun Microsystems sun4u Sun Fire V210 System clock frequency
Re: Finding memory leaks in the AR System
Do you see the memory leak on just deneral usage of the midtier? Or is there a specific action to replicate? Is this through the mid-tier interface, or webservice call? On Wed, Apr 7, 2010 at 3:22 PM, patchsk vamsi...@gmail.com wrote: It is under limited availability and is going through UAT as per our support rep. We are expecting around end of this month, but she can not speak for sure as it depends on their test results. On Apr 7, 1:52 pm, Robert Halstead badbee...@gmail.com wrote: patchsk, We do utiize the midtier a lot with our custom applications and tools as that is the only cross-platform way to communicate with remedy without using their java api. That would explain a lot actually. I'll have do some testing with our other apps to see if I can replicate in patch 004. I know BMC isn't very forthcoming with their patch schedule, but did they say when patch 005 was going to go live? Thanks for the heads up though :) On Wed, Apr 7, 2010 at 2:47 PM, patchsk vamsi...@gmail.com wrote: We have seen memory issues too on Solaris5.10, ARSystem 7.5patch3. BMC has found three memory leaks related to be caused by webservice calls i.e., ARXMLGE api calls after a long investigation. Regular user tool we did not see much issues. They supposed to fix it with patch005. Also libumem worked better for us compared to default memory handler, even though they say libumem is only effective for older solaris os. After creating a ticket basically BMC has given us a script to log server env (prstat,vmstat etc..) at regualar intervals. We provided them those logs with remedy api logs and they did the investigation based on that. We had to fight a lot though to escalate it to server team. On Apr 7, 10:27 am, Robert Halstead badbee...@gmail.com wrote: Axton, Once I have this all setup with libumem and enable the UMEM_DEBUG and UMEM_LOGGING environment variables, do I just wait for the leak to occur to the point where the app crashes? Does the system produce a core file at that point? Do I then perform the MDB commands on that core file? Reading the article on dbx (RTC), it looks like I can connect to the running program without stopping it but I need to have the Sun Studio installed to get the dbx program correct? On Tue, Apr 6, 2010 at 8:14 PM, Axton axton.gr...@gmail.com wrote: ** Since you are on Solaris/sparc you have some really good options for seeing if there are memory leaks. Look into the slab memory allocator (libumem). http://blogs.sun.com/ahl/entry/solaris_10_top_11_20 http://blogs.sun.com/ahl/entry/solaris_10_top_11_20There are actually performance benefits to using this memory allocator to the standard libc (though it does make the memory footprint slightly larger), but it's going to hard stop your software (sigsegv, sigbus, etc.) in the event nasty things are going on that shouldn't be going on. Good news is that it tells you what/where if you tell your system to generate a core in the event. Once you have things running under libumem, you can put some checks on memory usage (see the following): UMEM_DEBUG UMEM_LOGGING Once you do that, it makes some handy options available in dbx (RTC): http://www.mail-archive.com/arsl...@arslist.org/msg33614.html http://www.fortran-2000.com/ArnaudRecipes/SunMemoryDB.html#SunDbx You can attach the debugger to the process in flight to check for memory leaks: http://technopark02.blogspot.com/2005/10/sun-studio-investigating-mem. .. See here for the high-level gory details. Pretty cool stuff: http://developers.sun.com/solaris/articles/libumem_library.html Axton Grams On Tue, Apr 6, 2010 at 4:38 PM, Robert Halstead badbee...@gmail.com wrote: ** Hey all, We're running AR System 7.5 patch 004 and we are finding that our server is eating up memory and not releasing it. We are in the UAT process and have roughly 10 testers testing the system. During this time we've noticed a huge memory allocation and eventually the arserverd process would consume 2-3 gigs of memory and all the swap space, at which point the machine comes to it's knees and the process needs to be forcibly killed or the box hard restarted. I remember reading somewhere that the AR System doesn't release memory for large queries, but instead just reuses the memory address space. Is this still true for 7.5? Are there any type of performance configurations I can add to the ar.conf file to allow the AR System to release the memory it allocates? Or to prevent a query from taking all the available memory on the box? I thought the AR System used temporary file storage for storaging
Finding memory leaks in the AR System
Hey all, We're running AR System 7.5 patch 004 and we are finding that our server is eating up memory and not releasing it. We are in the UAT process and have roughly 10 testers testing the system. During this time we've noticed a huge memory allocation and eventually the arserverd process would consume 2-3 gigs of memory and all the swap space, at which point the machine comes to it's knees and the process needs to be forcibly killed or the box hard restarted. I remember reading somewhere that the AR System doesn't release memory for large queries, but instead just reuses the memory address space. Is this still true for 7.5? Are there any type of performance configurations I can add to the ar.conf file to allow the AR System to release the memory it allocates? Or to prevent a query from taking all the available memory on the box? I thought the AR System used temporary file storage for storaging a large SQL result? Our 6.3 AR System stores temporary query result files in /var/tmp/ARpen* files, does 7.5 not do the same thing? I just thought I would ping the list before I open a ticket with BMC and see if anyone else is seeing a memory leak or has had this problem occur to them in the past. Though I'm not sure who all is running the latest 7.5 AR System. Any help would be appreciated as I'm not sure what BMC will want me to look for to determine a memory leak and I don't like to engage them without some sort of proof that one exists. Our server specs are the following: System Configuration: Sun Microsystems sun4u Sun Fire V210 System clock frequency: 167 MHZ Memory size: 4GB CPUs E$ CPUCPU CPU Freq SizeImplementation MaskStatus Location --- -- - - -- 01002 MHz 1MB SUNW,UltraSPARC-IIIi2.4on-line MB/P0 11002 MHz 1MB SUNW,UltraSPARC-IIIi2.4on-line MB/P1 AR System 7.5 patch 004 Apache Tomcat 5.5.28 / Midtier 7.5 patch 004 If you guys need more server specs let me know. We are trying to replicate the issue but we are unsure how it happens and don't really know where to start. Thanks for the help. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Finding memory leaks in the AR System
Hi guys, during the time we had to restart it, I was off on vacation and I'm the only developer, so I don't believe we were making workflow modifications to the system, though i'm not too sure.. Development Cache mode is checked on the Configuration tab so it should not be making a copy of the cache. On Tue, Apr 6, 2010 at 3:55 PM, Lyle Taylor tayl...@ldschurch.org wrote: Are you making form or workflow changes on that server while users are using it? Are you creating new ITSM Support Groups while other are logged on to the system? Is Development Cache Mode turned off? If the answer to the last question is “yes”, then either of the first two actions will cause the server to create a new copy of the workflow/forms cache in memory until the users that were logged in during the change log out for a short period. For example, if you create a support group, the server thinks it needs to recache everything, so it creates a copy of the current cache for those that are currently logged in and then pulls the new one from the server to reflect the changes (or something along those lines). In any case, the result is that you then have multiple copies of the cache in memory, which can easily consume all of your memory depending on how much workflow you have loaded and how many times it pulls a new copy of the cache into memory. That said, my experience is based on ARS 7.1, but I wouldn’t be surprised if it’s essentially the same in 7.5… Lyle *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Robert Halstead *Sent:* Tuesday, April 06, 2010 3:39 PM *To:* arslist@ARSLIST.ORG *Subject:* Finding memory leaks in the AR System ** Hey all, We're running AR System 7.5 patch 004 and we are finding that our server is eating up memory and not releasing it. We are in the UAT process and have roughly 10 testers testing the system. During this time we've noticed a huge memory allocation and eventually the arserverd process would consume 2-3 gigs of memory and all the swap space, at which point the machine comes to it's knees and the process needs to be forcibly killed or the box hard restarted. I remember reading somewhere that the AR System doesn't release memory for large queries, but instead just reuses the memory address space. Is this still true for 7.5? Are there any type of performance configurations I can add to the ar.conf file to allow the AR System to release the memory it allocates? Or to prevent a query from taking all the available memory on the box? I thought the AR System used temporary file storage for storaging a large SQL result? Our 6.3 AR System stores temporary query result files in /var/tmp/ARpen* files, does 7.5 not do the same thing? I just thought I would ping the list before I open a ticket with BMC and see if anyone else is seeing a memory leak or has had this problem occur to them in the past. Though I'm not sure who all is running the latest 7.5 AR System. Any help would be appreciated as I'm not sure what BMC will want me to look for to determine a memory leak and I don't like to engage them without some sort of proof that one exists. Our server specs are the following: System Configuration: Sun Microsystems sun4u Sun Fire V210 System clock frequency: 167 MHZ Memory size: 4GB CPUs E$ CPUCPU CPU Freq SizeImplementation MaskStatus Location --- -- - - -- 01002 MHz 1MB SUNW,UltraSPARC-IIIi2.4on-line MB/P0 11002 MHz 1MB SUNW,UltraSPARC-IIIi2.4on-line MB/P1 AR System 7.5 patch 004 Apache Tomcat 5.5.28 / Midtier 7.5 patch 004 If you guys need more server specs let me know. We are trying to replicate the issue but we are unsure how it happens and don't really know where to start. Thanks for the help. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access
Re: Finding memory leaks in the AR System
What about queries that have a large result set? How does the AR System handle those? On Tue, Apr 6, 2010 at 4:24 PM, Robert Halstead badbee...@gmail.com wrote: Hi guys, during the time we had to restart it, I was off on vacation and I'm the only developer, so I don't believe we were making workflow modifications to the system, though i'm not too sure.. Development Cache mode is checked on the Configuration tab so it should not be making a copy of the cache. On Tue, Apr 6, 2010 at 3:55 PM, Lyle Taylor tayl...@ldschurch.org wrote: Are you making form or workflow changes on that server while users are using it? Are you creating new ITSM Support Groups while other are logged on to the system? Is Development Cache Mode turned off? If the answer to the last question is “yes”, then either of the first two actions will cause the server to create a new copy of the workflow/forms cache in memory until the users that were logged in during the change log out for a short period. For example, if you create a support group, the server thinks it needs to recache everything, so it creates a copy of the current cache for those that are currently logged in and then pulls the new one from the server to reflect the changes (or something along those lines). In any case, the result is that you then have multiple copies of the cache in memory, which can easily consume all of your memory depending on how much workflow you have loaded and how many times it pulls a new copy of the cache into memory. That said, my experience is based on ARS 7.1, but I wouldn’t be surprised if it’s essentially the same in 7.5… Lyle *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Robert Halstead *Sent:* Tuesday, April 06, 2010 3:39 PM *To:* arslist@ARSLIST.ORG *Subject:* Finding memory leaks in the AR System ** Hey all, We're running AR System 7.5 patch 004 and we are finding that our server is eating up memory and not releasing it. We are in the UAT process and have roughly 10 testers testing the system. During this time we've noticed a huge memory allocation and eventually the arserverd process would consume 2-3 gigs of memory and all the swap space, at which point the machine comes to it's knees and the process needs to be forcibly killed or the box hard restarted. I remember reading somewhere that the AR System doesn't release memory for large queries, but instead just reuses the memory address space. Is this still true for 7.5? Are there any type of performance configurations I can add to the ar.conf file to allow the AR System to release the memory it allocates? Or to prevent a query from taking all the available memory on the box? I thought the AR System used temporary file storage for storaging a large SQL result? Our 6.3 AR System stores temporary query result files in /var/tmp/ARpen* files, does 7.5 not do the same thing? I just thought I would ping the list before I open a ticket with BMC and see if anyone else is seeing a memory leak or has had this problem occur to them in the past. Though I'm not sure who all is running the latest 7.5 AR System. Any help would be appreciated as I'm not sure what BMC will want me to look for to determine a memory leak and I don't like to engage them without some sort of proof that one exists. Our server specs are the following: System Configuration: Sun Microsystems sun4u Sun Fire V210 System clock frequency: 167 MHZ Memory size: 4GB CPUs E$ CPUCPU CPU Freq SizeImplementation MaskStatus Location --- -- - - -- 01002 MHz 1MB SUNW,UltraSPARC-IIIi2.4on-line MB/P0 11002 MHz 1MB SUNW,UltraSPARC-IIIi2.4on-line MB/P1 AR System 7.5 patch 004 Apache Tomcat 5.5.28 / Midtier 7.5 patch 004 If you guys need more server specs let me know. We are trying to replicate the issue but we are unsure how it happens and don't really know where to start. Thanks for the help. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus
Re: MSI Installer for Remedy 7.5 WUT
Thanks for the responses. We have downloaded a freeware MSI builder and have created an MSI as well for our needs.. Hopefully it will work.. Testing currently as well. Also, does anyone know of the System Requirements for the User tool? Installing the WUT onto a fresh copy of XP (using the java installer BMC provides) the app fails to load due to MFC and VC++ DLL's not being found. Why doesn't the installer require these files or provide them? On Thu, Mar 25, 2010 at 9:38 PM, D Dussie ddus...@aim.com wrote: ** HI Bob, We deploy the WUT to 300 users across the country. To deploy the WUT to these user, using IBM TIVOLI CONFIGURATION MANAGER . As to create a pack to deploy, we are currently working with BMC, using the silent install directions in the 7.5 Installation document. However, we are having issues: 1. Separating the alert tool from the client, regardless of the switches in the code. 2. The installation lays down install folder in temp direct, this folder varies with each installation, as a result, windows firewall is flagging the java within it.We unavailable to add to global firewall rule a variable exception. To bypass the above issue, we have created a MSI, testing phase currently. Another group does this work for us, but MSI can be built and deployed, such that non-admin enduser is not involved. -Original Message- From: patrick zandi remedy...@gmail.com To: arslist@ARSLIST.ORG Sent: Thu, Mar 25, 2010 8:37 pm Subject: Re: MSI Installer for Remedy 7.5 WUT ** hey bob, you are correct, it can only be installed as local administor, not someone who has administrator rights (if it is hardened) .. That would be a great Idea though.. On Thu, Mar 25, 2010 at 6:34 PM, Robert Halstead badbee...@gmail.comwrote: ** I was wondering if BMC has any plans on creating a MSI bundle for the Remedy 7.5 WUT. Our IT department would like us to give them an MSI bundle so that other users will be able to install it on their machines since they don't have admin access. Something about user permissions inside the MSI bundle and so forth. Has anyone on the list built an MSI package for the Remedy 7.5 WUT? Or can users install without having admin access? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: MSI Installer for Remedy 7.5 WUT
well.. on a fresh updated copy of XP, the regular java installer from BMC does not include those files. At least not in patch 004 of 7.5. So what required applications do I need to install before installing the user tool? On Mon, Mar 29, 2010 at 1:12 PM, Lyle Taylor tayl...@ldschurch.org wrote: Are you packaging up an installed copy of the use tool? If so, it’s entirely possible that the original installer does include them but places them in system directories instead of in the application installation directory. In that case, you would simply need to include the missing files in your package from the system directories. Lyle *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Robert Halstead *Sent:* Monday, March 29, 2010 10:31 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: MSI Installer for Remedy 7.5 WUT ** Thanks for the responses. We have downloaded a freeware MSI builder and have created an MSI as well for our needs.. Hopefully it will work.. Testing currently as well. Also, does anyone know of the System Requirements for the User tool? Installing the WUT onto a fresh copy of XP (using the java installer BMC provides) the app fails to load due to MFC and VC++ DLL's not being found. Why doesn't the installer require these files or provide them? On Thu, Mar 25, 2010 at 9:38 PM, D Dussie ddus...@aim.com wrote: ** HI Bob, We deploy the WUT to 300 users across the country. To deploy the WUT to these user, using IBM TIVOLI CONFIGURATION MANAGER . As to create a pack to deploy, we are currently working with BMC, using the silent install directions in the 7.5 Installation document. However, we are having issues: 1. Separating the alert tool from the client, regardless of the switches in the code. 2. The installation lays down install folder in temp direct, this folder varies with each installation, as a result, windows firewall is flagging the java within it.We unavailable to add to global firewall rule a variable exception. To bypass the above issue, we have created a MSI, testing phase currently. Another group does this work for us, but MSI can be built and deployed, such that non-admin enduser is not involved. -Original Message- From: patrick zandi remedy...@gmail.com To: arslist@ARSLIST.ORG Sent: Thu, Mar 25, 2010 8:37 pm Subject: Re: MSI Installer for Remedy 7.5 WUT ** hey bob, you are correct, it can only be installed as local administor, not someone who has administrator rights (if it is hardened) .. That would be a great Idea though.. On Thu, Mar 25, 2010 at 6:34 PM, Robert Halstead badbee...@gmail.com wrote: ** I was wondering if BMC has any plans on creating a MSI bundle for the Remedy 7.5 WUT. Our IT department would like us to give them an MSI bundle so that other users will be able to install it on their machines since they don't have admin access. Something about user permissions inside the MSI bundle and so forth. Has anyone on the list built an MSI package for the Remedy 7.5 WUT? Or can users install without having admin access? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Operation and Product Cats
Our company uses a more problematic categories for the Incident side of things. Categories like (Video - DVR - No Signal for customer's experiencing a no signal on their dvr). For the Change side of the house, we use a more change oriented categories like Application Modification or System Maintence, etc. On Mon, Mar 29, 2010 at 2:22 PM, Kathy Morris kathymorris...@aol.comwrote: ** Hi, Are businesses using the same Operational Categorizations for Change Management and Incident Management? Or should these Operational values be different across both applications? One person in the BMC Community forum said it is best practice to have the same Operational Categorizations for both CM and Incident Management. Is this true? Another developer said it is not possible to have the same values for both Change Management and Incident Management. Just wondering what methodology is better. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
MSI Installer for Remedy 7.5 WUT
I was wondering if BMC has any plans on creating a MSI bundle for the Remedy 7.5 WUT. Our IT department would like us to give them an MSI bundle so that other users will be able to install it on their machines since they don't have admin access. Something about user permissions inside the MSI bundle and so forth. Has anyone on the list built an MSI package for the Remedy 7.5 WUT? Or can users install without having admin access? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Server Group Upgrade
Thanks for the feedback guys, and I'm sure I will be able to work through the licenses regardless which way I need to add them. That aside, does the rest of the procedure look solid? Also, do most think I would be better off uninstalling the email and approval engines and reinstalling them when 7.5 is running? On Wed, Feb 17, 2010 at 5:47 PM, Joe D'Souza jdso...@shyle.net wrote: ** If that does work, it never has with me. I didn't try importing the old licenses in though from the Admin Console.. Next time it doesn't work I'll try that.. Thanks for the tip.. Joe -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org]*on Behalf Of *Easter, David *Sent:* Wednesday, February 17, 2010 7:17 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Server Group Upgrade Yes, they are different – but the upgrade process does the conversion automatically. Fred is correct. Even if licenses are not converted as part of the upgrade for some reason, you can import license files from the Admin Console and it will do the conversion post-install. In either case, you shouldn’t have to enter them all manually. -David J. Easter Sr. Product Manager, Solution Strategy and Development 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: arsl...@arslist.org] *On Behalf Of *Joe D'Souza *Sent:* Wednesday, February 17, 2010 3:42 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Server Group Upgrade ** Isn't the format of the licenses different? 6.3 license key is different from 7.5, and applications do not have keys like they used to with 6.3. I had to regenerate these licenses on each of my upgrades in the past and apply them manually. Joe -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org]*on Behalf Of *Grooms, Frederick W *Sent:* Wednesday, February 17, 2010 6:07 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Server Group Upgrade Actually your licenses should import automatically. 7.1 will read the 6.3 license files and add the data to the new admin forms the 1st time each server is started. You will want to review the license counts in step 11 but you should not have to add any manually. Also I would definitely add in a new step 2: Back up the Database and file system. *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Robert Halstead *Sent:* Wednesday, February 17, 2010 4:48 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Server Group Upgrade ** @LJ: thanks for that suggestion..I had never thought to just uninstall email and approval and then just install them when 7.5 is up and running. If I remember right, the approval server was part of the CMDB application.. Perhaps there are some uninstallation scripts in the directory? Just at a quick glance there is a ar_apuninstall script in the approval/bin directory.. I'll have to see if we have any past docs on the approval server or see if I could get BMC to provide steps to uninstall it. @Joe: I will review the operation rankings when I get everything upgraded as we have those set for our current production environment. I will also add the licenses to the end of the list as well. This makes the list: 1: Stop AR System on our 1st and 2nd application servers. 2: Run the 7.1 Upgrade against 1st application server and select the UPGRADE option. 3: Run the 7.1 Upgrade against 2nd application server and select the SHARE option. 4: Break the server group by un-checking Server Group on our application servers. 5: Upgrade the approval server on our 1st application server to 7.1. 6: Upgrade the email engine on our 1nd application server to 7.1. 7: Upgrade the assignment engine on 1st application server to 7.1. 8: Upgrade the approval server on our 2nd application server to 7.1. 9: Upgrade the email engine on our 2nd application server to 7.1. 10: Upgrade the assignment engine on 2nd application server to 7.1. 11: Relink the server group between our application servers (sanity check). Ensure Remedy is running correctly or can at least start up. 12: Stop AR System on both servers. 13: Run the 7.5 Upgrade against our 1st application server and select the UPGRADE option. 14: Run the 7.5 Upgrade against our 2nd application server and select the Server Group option. 15: Break the server group by un-checking Server Group on both application servers. 16: Upgrade the approval server on our 1st application server to 7.5. 17: Upgrade the email engine on our 1nd application server to 7.5
Server Group Upgrade
All, We currently are running AR System 6.3 and are planning on upgrading to 7.5 next month. We have been through the upgrade process with BMC on our development system, however, our development box doesn't have a server group setup. I've gotten little documentation from BMC regarding upgrading a server group environment. There's also a caveat, in the upgrade procedure we need to perform an upgrade to 7.1 first, then from 7.1 to 7.5 because the 7.5 installer does not upgrade our 6.3 system correctly. We have ran through the upgrade of 6.3 to 7.5 several times and by stepping the upgrade to 7.1 first, it has been successful every time. The docs for 7.5 are a little confusing to me when it comes to the server group upgrade portion and I have put together some steps that I wonder if the List could look at and confirm that they look good. I've ran the list past BMC, however, I'm not confident in their approval because of their lack of documentation (just doesn't give me the warm and fuzzy I'm looking for). The procedure that I have come up with is as follows: 1: Stop AR System on our 1st and 2nd application servers. 2: Run the 7.1 Upgrade against 1st application server and select the UPGRADE option. 3: Run the 7.1 Upgrade against 2nd application server and select the SHARE option. 4: Break the server group by un-checking Server Group on our application servers. 5: Upgrade the approval server on our 1st application server to 7.1. 6: Upgrade the email engine on our 1nd application server to 7.1. 7: Upgrade the assignment engine on 1st application server to 7.1. 8: Upgrade the approval server on our 2nd application server to 7.1. 9: Upgrade the email engine on our 2nd application server to 7.1. 10: Upgrade the assignment engine on 2nd application server to 7.1. 11: Relink the server group between our application servers (sanity check). Ensure Remedy is running correctly or can at least start up. 12: Stop AR System on both servers. 13: Run the 7.5 Upgrade against our 1st application server and select the UPGRADE option. 14: Run the 7.5 Upgrade against our 2nd application server and select the Server Group option. 15: Break the server group by un-checking Server Group on both application servers. 16: Upgrade the approval server on our 1st application server to 7.5. 17: Upgrade the email engine on our 1nd application server to 7.5. 18: Upgrade the assignment engine on 1st application server to 7.5. 19: Upgrade the approval server on our 2nd application server to 7.5. 20: Upgrade the email engine on our 2nd application server to 7.5. 21: Upgrade the assignment engine on 2nd application server to 7.5. 22: Relink the server group. 23: Run Smoke tests on workflow, testing, etc... I'm a little confused when it comes to the supporting applications such as the email engine and approval server as the docs are a little confusing on when to upgrade them. If anyone could provide some input on this process it will be a great help to my coworkers and I. Thanks for your time, -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Server Group Upgrade
@LJ: thanks for that suggestion..I had never thought to just uninstall email and approval and then just install them when 7.5 is up and running. If I remember right, the approval server was part of the CMDB application.. Perhaps there are some uninstallation scripts in the directory? Just at a quick glance there is a ar_apuninstall script in the approval/bin directory.. I'll have to see if we have any past docs on the approval server or see if I could get BMC to provide steps to uninstall it. @Joe: I will review the operation rankings when I get everything upgraded as we have those set for our current production environment. I will also add the licenses to the end of the list as well. This makes the list: 1: Stop AR System on our 1st and 2nd application servers. 2: Run the 7.1 Upgrade against 1st application server and select the UPGRADE option. 3: Run the 7.1 Upgrade against 2nd application server and select the SHARE option. 4: Break the server group by un-checking Server Group on our application servers. 5: Upgrade the approval server on our 1st application server to 7.1. 6: Upgrade the email engine on our 1nd application server to 7.1. 7: Upgrade the assignment engine on 1st application server to 7.1. 8: Upgrade the approval server on our 2nd application server to 7.1. 9: Upgrade the email engine on our 2nd application server to 7.1. 10: Upgrade the assignment engine on 2nd application server to 7.1. 11: Relink the server group between our application servers (sanity check). Ensure Remedy is running correctly or can at least start up. 12: Stop AR System on both servers. 13: Run the 7.5 Upgrade against our 1st application server and select the UPGRADE option. 14: Run the 7.5 Upgrade against our 2nd application server and select the Server Group option. 15: Break the server group by un-checking Server Group on both application servers. 16: Upgrade the approval server on our 1st application server to 7.5. 17: Upgrade the email engine on our 1nd application server to 7.5. 18: Upgrade the assignment engine on 1st application server to 7.5. 19: Upgrade the approval server on our 2nd application server to 7.5. 20: Upgrade the email engine on our 2nd application server to 7.5. 21: Upgrade the assignment engine on 2nd application server to 7.5. 22: Relink the server group. 23: Review Server Group Rankings 24: Add Licenses 25: Run Smoke tests on workflow, testing, etc... This is without the uninstall of the approval server and email engine. On Wed, Feb 17, 2010 at 2:43 PM, Joe D'Souza jdso...@shyle.net wrote: ** Bob, Somewhere in the whole scheme of steps you have missed out on new licenses. Licenses for 7.5 versions is different from 6.3. You need to regenerate and reapply all applicable licenses to both the servers.. This could be the end step if you are not going to be running ARS 7.1 on a production run at all.. The Server Group configurations have ranking operations for most server based operations.. The ranks of these operations decide what server will do what.. The lower the rank, the higher it is on that operation scheme.. In your case you have two servers, you can rank with 1 and 2 for each operation.. While both the servers are up, the operations that have rank 1, will activate on the configured server. When that server fails, the server with the next rank on that server group, will take up that operation. Joe -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org]*on Behalf Of *Robert Halstead *Sent:* Wednesday, February 17, 2010 4:33 PM *To:* arslist@ARSLIST.ORG *Subject:* Server Group Upgrade ** All, We currently are running AR System 6.3 and are planning on upgrading to 7.5 next month. We have been through the upgrade process with BMC on our development system, however, our development box doesn't have a server group setup. I've gotten little documentation from BMC regarding upgrading a server group environment. There's also a caveat, in the upgrade procedure we need to perform an upgrade to 7.1 first, then from 7.1 to 7.5 because the 7.5 installer does not upgrade our 6.3 system correctly. We have ran through the upgrade of 6.3 to 7.5 several times and by stepping the upgrade to 7.1 first, it has been successful every time. The docs for 7.5 are a little confusing to me when it comes to the server group upgrade portion and I have put together some steps that I wonder if the List could look at and confirm that they look good. I've ran the list past BMC, however, I'm not confident in their approval because of their lack of documentation (just doesn't give me the warm and fuzzy I'm looking for). The procedure that I have come up with is as follows: 1: Stop AR System on our 1st and 2nd application servers. 2: Run the 7.1 Upgrade against 1st application server and select the UPGRADE option. 3: Run the 7.1 Upgrade against 2nd application server and select the SHARE option. 4
Re: Server Group Upgrade
that's part of the setup before I even get to the list :P I'll recheck the licenses, I didn't notice them coming over from upgrading our development server through the process though.. I had to add them manually to 7.1. On Wed, Feb 17, 2010 at 4:06 PM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: Actually your licenses should import automatically. 7.1 will read the 6.3 license files and add the data to the new admin forms the 1st time each server is started. You will want to review the license counts in step 11 but you should not have to add any manually. Also I would definitely add in a new step 2: Back up the Database and file system. *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Robert Halstead *Sent:* Wednesday, February 17, 2010 4:48 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Server Group Upgrade ** @LJ: thanks for that suggestion..I had never thought to just uninstall email and approval and then just install them when 7.5 is up and running. If I remember right, the approval server was part of the CMDB application.. Perhaps there are some uninstallation scripts in the directory? Just at a quick glance there is a ar_apuninstall script in the approval/bin directory.. I'll have to see if we have any past docs on the approval server or see if I could get BMC to provide steps to uninstall it. @Joe: I will review the operation rankings when I get everything upgraded as we have those set for our current production environment. I will also add the licenses to the end of the list as well. This makes the list: 1: Stop AR System on our 1st and 2nd application servers. 2: Run the 7.1 Upgrade against 1st application server and select the UPGRADE option. 3: Run the 7.1 Upgrade against 2nd application server and select the SHARE option. 4: Break the server group by un-checking Server Group on our application servers. 5: Upgrade the approval server on our 1st application server to 7.1. 6: Upgrade the email engine on our 1nd application server to 7.1. 7: Upgrade the assignment engine on 1st application server to 7.1. 8: Upgrade the approval server on our 2nd application server to 7.1. 9: Upgrade the email engine on our 2nd application server to 7.1. 10: Upgrade the assignment engine on 2nd application server to 7.1. 11: Relink the server group between our application servers (sanity check). Ensure Remedy is running correctly or can at least start up. 12: Stop AR System on both servers. 13: Run the 7.5 Upgrade against our 1st application server and select the UPGRADE option. 14: Run the 7.5 Upgrade against our 2nd application server and select the Server Group option. 15: Break the server group by un-checking Server Group on both application servers. 16: Upgrade the approval server on our 1st application server to 7.5. 17: Upgrade the email engine on our 1nd application server to 7.5. 18: Upgrade the assignment engine on 1st application server to 7.5. 19: Upgrade the approval server on our 2nd application server to 7.5. 20: Upgrade the email engine on our 2nd application server to 7.5. 21: Upgrade the assignment engine on 2nd application server to 7.5. 22: Relink the server group. 23: Review Server Group Rankings 24: Add Licenses 25: Run Smoke tests on workflow, testing, etc... This is without the uninstall of the approval server and email engine. On Wed, Feb 17, 2010 at 2:43 PM, Joe D'Souza jdso...@shyle.net wrote: ** Bob, Somewhere in the whole scheme of steps you have missed out on new licenses. Licenses for 7.5 versions is different from 6.3. You need to regenerate and reapply all applicable licenses to both the servers.. This could be the end step if you are not going to be running ARS 7.1 on a production run at all.. The Server Group configurations have ranking operations for most server based operations.. The ranks of these operations decide what server will do what.. The lower the rank, the higher it is on that operation scheme.. In your case you have two servers, you can rank with 1 and 2 for each operation.. While both the servers are up, the operations that have rank 1, will activate on the configured server. When that server fails, the server with the next rank on that server group, will take up that operation. Joe -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org]*on Behalf Of *Robert Halstead *Sent:* Wednesday, February 17, 2010 4:33 PM *To:* arslist@ARSLIST.ORG *Subject:* Server Group Upgrade ** All, We currently are running AR System 6.3 and are planning on upgrading to 7.5 next month. We have been through the upgrade process with BMC on our development system, however, our development box doesn't have a server group setup. I've gotten little documentation from BMC regarding upgrading a server group environment. There's also a caveat
Re: Tracing outbound data froma web service.......
Make sure you are looking at the right log file and that you have the webservices checkbox checked in the configuration manager for the midtier. The location of the mid-tier log can be found in the configuration utility. On Fri, Aug 7, 2009 at 10:27 AM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: For web services consumed by Remedy the Mid-Tier is not used. All work is performed by the webservice plugin. Set the Plugin log file to the highest level and it will show the xml Fred - Original Message - From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Sean Harrodine Sent: Tuesday, August 04, 2009 3:44 PM To: arslist@ARSLIST.ORG Subject: Re: Tracing outbound data froma web service... ** Hi Carey, I have just checked the mid-tier, and can see in the Config tool / Log Settings that the following are all switched on. reporting / cache / session management / web services / performance / servlet / internal but nothing shows in the logfile, relating to the transaction that i send from a test Remedy form, and then grab the error thats coming back from a 3rd parties web service. I have set the Log Level to Fine and Log Format set to Detailed Text but still nothing shows in the log file at all. Do i need to stop/start the mid-tier ???. hmmm - Original Message - From: Carey Matthew Black black@gmail.com To: arslist@ARSLIST.ORG Sent: Tuesday, 4 August, 2009 16:26:19 Subject: Re: Tracing outbound data froma web service... Sean, I think the Mid-tier config settings can log WebService calls. (in bound and outbound) I think you see the exact XML that came in and goes out. -- Carey Matthew Black BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. - Original Message - On Tue, Aug 4, 2009 at 8:36 AM, Sean Harrodinesean_rem...@yahoo.co.uk wrote: ** Hi everyone, Is there a way to be able to trace or see outbound data that is going out through a web service and if so, could anyone enlighten me how please ? thanks, -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Encouraging Float License Users to Log Off When Inactive
I think that is what we're trying to implement by separating the groups by license instead of group name. If they have a floating license, the license nazi takes in and no auto-refresh for you! If they have a read or fixed, do the happy dance cause you have auto-refresh. Hopefully, this will allow us to more accurately trend license usage as more and more people are hired by our company. On Thu, Aug 6, 2009 at 8:04 PM, Pat Zandi remedy...@gmail.com wrote: ** It would be nice if it was attached to a group as well.. Like auto-refresh. Good people go in this group, otherwise nope. Then if Joe is doing bad things you just remove the group and next refresh he is shutdown. Sent from my iPhone On Aug 6, 2009, at 3:45 PM, Shellman, David dave.shell...@tycoelectronics.com wrote: ** Todd, There is one item that is often overlooked or forgotten about. Use of Auto-Refresh caused us issues with floating licenses for many years. They would turn on Auto-Refresh and leave the client open for days on end. Since the Floating Write license timer is tied to searches this caused the floating license to be locked to an individual. Folks even had it buried within macros. Best thing you can do is open forms and disable Auto-Refresh on the views. We then went on an active campaign to identify folks that were showing with a recent Last Access that didn't make sense like the folks that worked days that were consistently showing up in the middle of the night. Once we deactivated Auto-Refresh and cleared out the macros, we didn't have to purchase floating licenses for three years. Dave -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Arner, Todd *Sent:* Tuesday, August 04, 2009 11:26 AM *To:* arslist@ARSLIST.ORGarslist@ARSLIST.ORG *Subject:* Encouraging Float License Users to Log Off When Inactive ** Hello Everyone, We are currently experiencing an issue with our float license users not logging out when they are inactive in Remedy. Needless to say this is holding a float license open for an hour that other users could have been using it. My question is, have you found an effective way to encourage your users to log off when inactive? We have sent emails which helps for about a day but then they forget again. Thanks in advance for any suggestions you may have. Todd Arner Great Lakes _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How to verify if apache and tomcat are running?
One way to tell if apache or tomcat is running from outside the box would be to telnet to port 80 or whatever port apache/tomcat is running on. If you get a handshake and prompt, then it's running. On Thu, Aug 6, 2009 at 11:03 PM, Frank Caruso caruso.fr...@gmail.comwrote: When the Midtier installs it appends lines to the end of the httpd.conf file. Those lines tell it were to find the jk_mod module. Is it possible you have a corrupt version of that file? How was the jk_mod file built? On Fri, Aug 7, 2009 at 3:18 AM, Kaye Bernaleskristine.berna...@macquarie.com wrote: ** Thanks! One more thing, while looking at logs (mid-tier installation) we found the warnings regarding a syntax error on http.conf. We tried to start apache and ran the command apachectl start. We got the error: httpd: Syntax error on line 409 of /opt2/mweb/server/apache2/conf/httpd.conf: API module structure 'jk_module' in file /opt2/bmc/apache2/modules/mod_jk.so is garbled - expected signature 41503232 but saw 41503230 - perhaps this is not an Apache module DSO, or was compiled for a different Apache version? Any idea how we can fix it? :) Thanks! Kaye From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Friday, 7 August 2009 7:20 AM To: arslist@ARSLIST.ORG Subject: Re: How to verify if apache and tomcat are running? ** The fact that you’re getting that error means that Apache is up and running. If Apache were down, your web browser would essentially tell you that it can’t connect to the server or can’t display the page (in the case of IE). This error means that Apache is trying to pass the request on to the Tomcat server and is failing. It may be that Tomcat is down. I usually verify that they are running by checking for the processes using the ps command. A quick easy way to tell if Apache is up is to look for the httpd process by running the following command at the shell prompt: ps –ef | grep httpd If Apache is running, you should see multiple lines returned similar to this: root 23773 1 0 Jul31 ?00:00:00 /opt/apache/bin/httpd -k start nobody6509 23773 0 04:15 ?00:00:00 /opt/apache/bin/httpd -k start nobody6510 23773 0 04:15 ?00:00:00 /opt/apache/bin/httpd -k start nobody6511 23773 0 04:15 ?00:00:00 /opt/apache/bin/httpd -k start nobody6512 23773 0 04:15 ?00:00:00 /opt/apache/bin/httpd -k start nobody6513 23773 0 04:15 ?00:00:00 /opt/apache/bin/httpd -k start user 19396 19247 0 17:18 pts/000:00:00 grep httpd Note the line highlighted in red – that’s the process running the grep command. Ignore that line. If you see no lines returned (or just one that lists the grep command), then Apache is not running. Tomcat is a little more tricky, because it’s a Java process. I check for it by running the following command: ps –ef | grep java You should get back at least one line similar to the following: root 14160 1 0 Jul31 ?00:02:28 /usr/java/jdk1.5.0_14/bin/java -Djava.awt.headless=true -Dsun.java2d.fontpath=/usr/java/jdk1.5.0_14/jre/lib/fonts -Djava.util.logging.manager=org.apache.juli.ClassLoaderLogManager -Djava.util.logging.config.file=/usr/ar/apache-tomcat-5.5.17/conf/logging.properties -Djava.endorsed.dirs=/usr/ar/apache-tomcat-5.5.17/common/endorsed -classpath :/usr/ar/apache-tomcat-5.5.17/bin/bootstrap.jar:/usr/ar/apache-tomcat-5.5.17/bin/commons-logging-api.jar -Dcatalina.base=/usr/ar/apache-tomcat-5.5.17 -Dcatalina.home=/usr/ar/apache-tomcat-5.5.17 -Djava.io.tmpdir=/usr/ar/apache-tomcat-5.5.17/temp org.apache.catalina.startup.Bootstrap start Note the sections highlighted in red. You can tell by looking at the options listed that this is for Tomcat. If you don’t see that, then it’s not running. Hope that helps a bit. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kaye Bernales Sent: Thursday, August 06, 2009 2:44 AM To: arslist@ARSLIST.ORG Subject: How to verify if apache and tomcat are running? ** Hi List, We just finished installing mid-tier 7.5 (Used patch 2). We are trying to load the test page as described in doc. but we got the error 503 Service Temporarily Unavailable. Service Temporarily Unavailable The server is temporarily unable to service your request due to maintenance downtime or capacity problems. Please try again later. Am a newbie on Unix and am wondering how I could verify if APache and Tomcat are running. (And how to restart them if ever). I was able to log in to User Tool and Dev Studio so arserver is running. Remedy
Re: Encouraging Float License Users to Log Off When Inactive
We are experiencing this same issue.. We are at the point where we're going to remove all workflow that updates tables on an interval as that re-requests a floating license. If there are any other ways to get the licenses freed, I'm all ears.. On Tue, Aug 4, 2009 at 9:25 AM, Arner, Todd tar...@glhec.org wrote: ** Hello Everyone, We are currently experiencing an issue with our float license users not logging out when they are inactive in Remedy. Needless to say this is holding a float license open for an hour that other users could have been using it. My question is, have you found an effective way to encourage your users to log off when inactive? We have sent emails which helps for about a day but then they forget again. Thanks in advance for any suggestions you may have. Todd Arner Great Lakes _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Fwd: field separator in menu append
Sorry thought this had the list cc'd -- Forwarded message -- From: Robert Halstead badbee...@gmail.com Date: Tue, Aug 4, 2009 at 9:46 AM Subject: Re: field separator in menu append To: shweta kumar shweta_kuma...@yahoo.com Sweta, You could capture the length of the menu when ever you add a value to it. That way, you'll have a value before and after on the next appended item. By using the length, you can determine the length of the string that was added. You could then use SUBSTR in a chained fashion to replace the space in the string with any character. For example: vendor was already selected in the field. You calculate the length as 6. You then add quality assurance. Sense you already know the previous length is 6 and that adding a field requires a space between, you can use a set-fields to set the $field$ = SUBSTR($field$, 0, 6) + seperator + SUBSTR($field$, 8). Then recalculate the field length. The important thing to note is that the index of the second SUBSTR needs to account for the space that was added between. Hope this helps :) On Tue, Aug 4, 2009 at 9:24 AM, shweta kumar shweta_kuma...@yahoo.comwrote: Robert, Thanks for your response.Yes I am trying to insert separator other than a blank space.I cannot use replace function to replace blank spaces with other character because menu items have different number of blank spaces. Example one item is vendor, other is quality assurance. Any suggestions?Thanks, Shweta Robert Halstead wrote: ** By default, the client will separate them by spaces. If you would like I different separator, create an active link to execute on menu select and perform a set-fields to run the function replace() to replace the spaces with what other character(s) you want. I'm not looking at the docs right now and not at work so I can't say for sure if the function is called replace but I know it exists with some name. On Mon, Aug 3, 2009 at 8:13 PM, shweta kumar shweta_kuma...@yahoo.com wrote: ** Hello I have attached a character field to a menu with Append Items option. Out-of-box, a field separator is not inserted between different menu items. How can I insert a field separator between menu items? Thanks Shweta _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: field separator in menu append
Oh, by the way you wouldn't need to know the length of the next appended item lol.. you could just go to the end of the string.. I just woke up, so I'm not really thinking too hard right now ;) On Tue, Aug 4, 2009 at 9:47 AM, Robert Halstead badbee...@gmail.com wrote: Sorry thought this had the list cc'd -- Forwarded message -- From: Robert Halstead badbee...@gmail.com Date: Tue, Aug 4, 2009 at 9:46 AM Subject: Re: field separator in menu append To: shweta kumar shweta_kuma...@yahoo.com Sweta, You could capture the length of the menu when ever you add a value to it. That way, you'll have a value before and after on the next appended item. By using the length, you can determine the length of the string that was added. You could then use SUBSTR in a chained fashion to replace the space in the string with any character. For example: vendor was already selected in the field. You calculate the length as 6. You then add quality assurance. Sense you already know the previous length is 6 and that adding a field requires a space between, you can use a set-fields to set the $field$ = SUBSTR($field$, 0, 6) + seperator + SUBSTR($field$, 8). Then recalculate the field length. The important thing to note is that the index of the second SUBSTR needs to account for the space that was added between. Hope this helps :) On Tue, Aug 4, 2009 at 9:24 AM, shweta kumar shweta_kuma...@yahoo.comwrote: Robert, Thanks for your response.Yes I am trying to insert separator other than a blank space.I cannot use replace function to replace blank spaces with other character because menu items have different number of blank spaces. Example one item is vendor, other is quality assurance. Any suggestions?Thanks, Shweta Robert Halstead wrote: ** By default, the client will separate them by spaces. If you would like I different separator, create an active link to execute on menu select and perform a set-fields to run the function replace() to replace the spaces with what other character(s) you want. I'm not looking at the docs right now and not at work so I can't say for sure if the function is called replace but I know it exists with some name. On Mon, Aug 3, 2009 at 8:13 PM, shweta kumar shweta_kuma...@yahoo.com wrote: ** Hello I have attached a character field to a menu with Append Items option. Out-of-box, a field separator is not inserted between different menu items. How can I insert a field separator between menu items? Thanks Shweta _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Date Time Conversion Issue in Remedy
In the database, Remedy stores all date's in integer format (epoch unix time). Perhaps this is your issue? If you are putting these records directly into the database without going through remedy then you need to use epoch time. If you are going through remedy, then I believe its the locale of the server but not sure. (MM/DD/ HH:MM:SS) Hopefully this helps? On Tue, Aug 4, 2009 at 11:31 AM, AMEY BHOSALE ameyb...@gmail.com wrote: ** Hi All, I have an issue in conversion of Date Time Format which is retrieved by calling a stored Procedure from other Database into Remedy So the workflow is there an Filter which has Set Field Action consisting of Webservice where the input and Output Parameters are mapped.So this webservice runs on the XMLGATEWAY calling the stored procedure. There is a form in Remedy which will store the details retrieved from stored procedure.The fields in the form are mapped in Xmlgateway Template (Create) and Template (Query). The Template(Create) will create the record in the Remedy Form with the Output recieved from the Template(Query) which contains the stored procedure details. So there are there date time fields which are returned by stored procedure having the formats as below : - Two Date Time fields have format as :- MM/dd/ hh:mm:ss for e.g 4/17/2008 12:00:00 One Date Time field has format as :-/MM/dd hh:mm:ss for e.g 2008/ 4/17 12:00:00 So in the Create Template of Xmlgateway i specified the above formats but when the record is created in Remedy the other values are captured but the date time format fields the value is blank. When i checked Catalina.out log file found that it is not able to convert this date format into Remedy. So can anyone let me know what format of date time needs to be specified in Create Template of Xmlgateway ? Regards, Amey Bhosale _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Tracing outbound data froma web service.......
Hello, By turning on the mid-tier logs to FINE, you are able to see what the mid-tier is sending back when a request comes in. Albeit, you will see a lot of log methods genereated as well when the request comes in and is processed. There might be another way, but I think you are looking for logs in general right? You can modify the mid-tier log level by logging into the mid-tier configuration utility http://servername/arsys/shared/config/config.jsp Hope this helps you along the way :) On Tue, Aug 4, 2009 at 6:36 AM, Sean Harrodine sean_rem...@yahoo.co.ukwrote: ** Hi everyone, Is there a way to be able to trace or see outbound data that is going out through a web service and if so, could anyone enlighten me how please ? thanks, _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: User log explaination
Hello, I was wondering if anyone had any feedback on this? Thanks. On Mon, Aug 3, 2009 at 6:11 PM, Robert Halstead badbee...@gmail.com wrote: Hello, I'm having a hard time trying to understand the aruser.log for our AR System 6.3 p20. I did a grep for the username dbova in the user log and here are the results: USER TID: 20 RPC ID: 0032198820 Queue: Fast Client-RPC: 390620USER: dbova /* Mon Jul 20 2009 09:23:10.2993 */ BAD PASSWORD dbova USER TID: 20 RPC ID: 0032198821 Queue: Fast Client-RPC: 390620USER: dbova /* Mon Jul 20 2009 09:23:10.3138 */ BAD PASSWORD dbova USER TID: 29 RPC ID: 0032199153 Queue: Fast Client-RPC: 390620USER: dbova /* Mon Jul 20 2009 09:23:27.4399 */ BAD PASSWORD dbova USER TID: 20 RPC ID: 0032199255 Queue: Fast Client-RPC: 390620USER: dbova /* Mon Jul 20 2009 09:23:36.2532 */ BAD PASSWORD dbova USER TID: 24 RPC ID: 0032199598 Queue: List Client-RPC: 390620USER: dbova /* Mon Jul 20 2009 09:23:56.2039 */ FLOAT GRANT WRITEdbova (38 of 59 write) USER TID: 07 RPC ID: 0032668367 Queue: Fast Client-RPC: 390620USER: dbova /* Mon Jul 20 2009 17:03:12.9913 */ FLOAT RELEASEdbova (36 used of 59 write) USER TID: 27 RPC ID: 0033529071 Queue: Fast Client-RPC: 390620USER: dbova /* Tue Jul 21 2009 14:34:19.0373 */ BAD PASSWORD dbova USER TID: 27 RPC ID: 0033529072 Queue: Fast Client-RPC: 390620USER: dbova /* Tue Jul 21 2009 14:34:19.0541 */ BAD PASSWORD dbova *USER TID: 28 RPC ID: 0033529326 Queue: List Client-RPC: 390620USER: dbova /* Tue Jul 21 2009 14:34:38.2195 */ FLOAT GRANT WRITEdbova (55 of 59 write)* *USER TID: 22 RPC ID: 0033761086 Queue: List Client-RPC: 390620USER: jsommers /* Tue Jul 21 2009 18:30:40.0390 */ FLOAT EXPIRED WRITE dbova (43 used of 59 write) USER TID: 20 RPC ID: 0034229939 Queue: Fast Client-RPC: 390620USER: dbova /* Wed Jul 22 2009 09:52:35.1369 */ BAD PASSWORD dbova USER TID: 20 RPC ID: 0034229940 Queue: Fast Client-RPC: 390620USER: dbova /* Wed Jul 22 2009 09:52:35.1521 */ BAD PASSWORD dbova USER TID: 29 RPC ID: 0034230096 Queue: Fast Client-RPC: 390620USER: dbova /* Wed Jul 22 2009 09:52:43.1851 */ BAD PASSWORD dbova USER TID: 21 RPC ID: 0034230407 Queue: List Client-RPC: 390620USER: dbova /* Wed Jul 22 2009 09:53:02.2090 */ FLOAT GRANT WRITEdbova (51 of 59 write) *USER TID: 10 RPC ID: 0034555266 Queue: List Client-RPC: 390620USER: dbova /* Wed Jul 22 2009 15:14:17.0209 */ FLOAT RELEASEdbova (55 used of 59 write) USER TID: 10 RPC ID: 0034555266 Queue: List Client-RPC: 390620USER: dbova /* Wed Jul 22 2009 15:14:17.0334 */ FLOAT GRANT WRITEdbova (56 of 59 write) USER TID: 19 RPC ID: 0034689232 Queue: List Client-RPC: 390620USER: rcarsten /* Wed Jul 22 2009 17:31:04.1739 */ FLOAT EXPIRED WRITE dbova (46 used of 59 write) USER TID: 18 RPC ID: 0035315632 Queue: List Client-RPC: 390620USER: dbova /* Thu Jul 23 2009 12:16:47.3378 */ FLOAT GRANT WRITEdbova (54 of 59 write) USER TID: 28 RPC ID: 0035446462 Queue: List Client-RPC: 390620USER: panderson /* Thu Jul 23 2009 14:31:29.4235 */ FLOAT EXPIRED WRITE dbova (56 used of 59 write) USER TID: 20 RPC ID: 0040326962 Queue: Fast Client-RPC: 390620USER: dbova /* Wed Jul 29 2009 10:30:43.6971 */ BAD PASSWORD dbova USER TID: 20 RPC ID: 0040326963 Queue: Fast Client-RPC: 390620USER: dbova /* Wed Jul 29 2009 10:30:43.7107 */ BAD PASSWORD dbova *USER TID: 09 RPC ID: 0040327172 Queue: List Client-RPC: 390620USER: dbova /* Wed Jul 29 2009 10:31:00.6144 */ FLOAT GRANT WRITEdbova (50 of 59 write) USER TID: 26 RPC ID: 0040793362 Queue: List Client-RPC: 390620USER: ddostal/* Wed Jul 29 2009 18:34:17.3243 */ FLOAT EXPIRED WRITE dbova (35 used of 59 write) USER TID: 21 RPC ID: 0040797191 Queue: List Client-RPC: 390620USER: dbova /* Wed Jul 29 2009 18:40:02.7274
User log explaination
Hello, I'm having a hard time trying to understand the aruser.log for our AR System 6.3 p20. I did a grep for the username dbova in the user log and here are the results: USER TID: 20 RPC ID: 0032198820 Queue: Fast Client-RPC: 390620USER: dbova /* Mon Jul 20 2009 09:23:10.2993 */ BAD PASSWORD dbova USER TID: 20 RPC ID: 0032198821 Queue: Fast Client-RPC: 390620USER: dbova /* Mon Jul 20 2009 09:23:10.3138 */ BAD PASSWORD dbova USER TID: 29 RPC ID: 0032199153 Queue: Fast Client-RPC: 390620USER: dbova /* Mon Jul 20 2009 09:23:27.4399 */ BAD PASSWORD dbova USER TID: 20 RPC ID: 0032199255 Queue: Fast Client-RPC: 390620USER: dbova /* Mon Jul 20 2009 09:23:36.2532 */ BAD PASSWORD dbova USER TID: 24 RPC ID: 0032199598 Queue: List Client-RPC: 390620USER: dbova /* Mon Jul 20 2009 09:23:56.2039 */ FLOAT GRANT WRITEdbova (38 of 59 write) USER TID: 07 RPC ID: 0032668367 Queue: Fast Client-RPC: 390620USER: dbova /* Mon Jul 20 2009 17:03:12.9913 */ FLOAT RELEASEdbova (36 used of 59 write) USER TID: 27 RPC ID: 0033529071 Queue: Fast Client-RPC: 390620USER: dbova /* Tue Jul 21 2009 14:34:19.0373 */ BAD PASSWORD dbova USER TID: 27 RPC ID: 0033529072 Queue: Fast Client-RPC: 390620USER: dbova /* Tue Jul 21 2009 14:34:19.0541 */ BAD PASSWORD dbova *USER TID: 28 RPC ID: 0033529326 Queue: List Client-RPC: 390620USER: dbova /* Tue Jul 21 2009 14:34:38.2195 */ FLOAT GRANT WRITEdbova (55 of 59 write)* *USER TID: 22 RPC ID: 0033761086 Queue: List Client-RPC: 390620USER: jsommers /* Tue Jul 21 2009 18:30:40.0390 */ FLOAT EXPIRED WRITE dbova (43 used of 59 write) USER TID: 20 RPC ID: 0034229939 Queue: Fast Client-RPC: 390620USER: dbova /* Wed Jul 22 2009 09:52:35.1369 */ BAD PASSWORD dbova USER TID: 20 RPC ID: 0034229940 Queue: Fast Client-RPC: 390620USER: dbova /* Wed Jul 22 2009 09:52:35.1521 */ BAD PASSWORD dbova USER TID: 29 RPC ID: 0034230096 Queue: Fast Client-RPC: 390620USER: dbova /* Wed Jul 22 2009 09:52:43.1851 */ BAD PASSWORD dbova USER TID: 21 RPC ID: 0034230407 Queue: List Client-RPC: 390620USER: dbova /* Wed Jul 22 2009 09:53:02.2090 */ FLOAT GRANT WRITEdbova (51 of 59 write) *USER TID: 10 RPC ID: 0034555266 Queue: List Client-RPC: 390620USER: dbova /* Wed Jul 22 2009 15:14:17.0209 */ FLOAT RELEASEdbova (55 used of 59 write) USER TID: 10 RPC ID: 0034555266 Queue: List Client-RPC: 390620USER: dbova /* Wed Jul 22 2009 15:14:17.0334 */ FLOAT GRANT WRITEdbova (56 of 59 write) USER TID: 19 RPC ID: 0034689232 Queue: List Client-RPC: 390620USER: rcarsten /* Wed Jul 22 2009 17:31:04.1739 */ FLOAT EXPIRED WRITE dbova (46 used of 59 write) USER TID: 18 RPC ID: 0035315632 Queue: List Client-RPC: 390620USER: dbova /* Thu Jul 23 2009 12:16:47.3378 */ FLOAT GRANT WRITEdbova (54 of 59 write) USER TID: 28 RPC ID: 0035446462 Queue: List Client-RPC: 390620USER: panderson /* Thu Jul 23 2009 14:31:29.4235 */ FLOAT EXPIRED WRITE dbova (56 used of 59 write) USER TID: 20 RPC ID: 0040326962 Queue: Fast Client-RPC: 390620USER: dbova /* Wed Jul 29 2009 10:30:43.6971 */ BAD PASSWORD dbova USER TID: 20 RPC ID: 0040326963 Queue: Fast Client-RPC: 390620USER: dbova /* Wed Jul 29 2009 10:30:43.7107 */ BAD PASSWORD dbova *USER TID: 09 RPC ID: 0040327172 Queue: List Client-RPC: 390620USER: dbova /* Wed Jul 29 2009 10:31:00.6144 */ FLOAT GRANT WRITEdbova (50 of 59 write) USER TID: 26 RPC ID: 0040793362 Queue: List Client-RPC: 390620USER: ddostal/* Wed Jul 29 2009 18:34:17.3243 */ FLOAT EXPIRED WRITE dbova (35 used of 59 write) USER TID: 21 RPC ID: 0040797191 Queue: List Client-RPC: 390620USER: dbova /* Wed Jul 29 2009 18:40:02.7274 */ FLOAT GRANT WRITEdbova (33 of 59 write)* USER TID: 28 RPC ID: 0040970764 Queue: List Client-RPC: 390620USER: snoble /* Thu Jul 30 2009 00:34:24.1687 */ FLOAT EXPIRED WRITE
Re: field separator in menu append
By default, the client will separate them by spaces. If you would like I different separator, create an active link to execute on menu select and perform a set-fields to run the function replace() to replace the spaces with what other character(s) you want. I'm not looking at the docs right now and not at work so I can't say for sure if the function is called replace but I know it exists with some name. On Mon, Aug 3, 2009 at 8:13 PM, shweta kumar shweta_kuma...@yahoo.comwrote: ** Hello I have attached a character field to a menu with Append Items option. Out-of-box, a field separator is not inserted between different menu items. How can I insert a field separator between menu items? Thanks Shweta _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Fw: transaction for parent/child changes
As I understand it, Remedy doesn't provide a check on who is looking/editing a record. The only check Remedy does is a last modified time check. We are running into this same issue when multiple people edit the same record. We plan to implement a read/read-write locking feature in our own system though I wish remedy had the ability to lock records down. On Fri, Feb 6, 2009 at 12:17 PM, Michael Drew m...@processprofessional.comwrote: Depending on the nature of the data, you could perhaps use the table field as your temporary storage (I.e. Set field local action to place your various values into the currently selected row in the table) and do a table walk to send the table values back to the actual child entry's records when you hit save on the parent. Michael. --Original Message-- From: Brien Dieterle Sender: Action Request System discussion list(ARSList) To: arslist@ARSLIST.ORG ReplyTo: arslist@ARSLIST.ORG Sent: Feb 6, 2009 3:34 PM Subject: transaction for parent/child changes ** We've designed a form that has child requests displayed in a table list field. You can interact with these child requests through this form and update them via display only fields and push-fields activelink buttons etc. So the problem is you can update some things on the main form, and update some children requests, close the main request and say yes, lose changes. A user might expect that the changes to the children would be reverted back to what they were. Is there any way to encapsulate the whole process of editing the primary requests and N children requests into a single transaction that gets committed only upon saving of the primary request? Thanks! Brien Dieterle __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: What would $--1$ relate to?
Just out of curiosity, in what type of situation would you use $--1$? On Thu, May 7, 2009 at 7:35 AM, Carey Matthew Black black@gmail.comwrote: All, FWIW: The full set for any specific version of ARS can be found by looking that the C API header file: ar.h for the values that look like AR_KEYWORD_*. Example: taken from the v6.3 ar.h file: /* an additional AR_KEYWORD_NULL concept is mapped to AR_DATA_TYPE_NULL */ /* codes for keywords supported */ #define AR_KEYWORD_DEFAULT 0 /* admin defined default for the field */ #define AR_KEYWORD_USER 1 /* login name of the current user */ #define AR_KEYWORD_TIMESTAMP2 /* current date/time */ #define AR_KEYWORD_TIME_ONLY3 /* current time (date defaults to */ /* today)*/ #define AR_KEYWORD_DATE_ONLY4 /* current date (time defaults to */ ... snip ... #define AR_KEYWORD_GROUPIDS40 /* group ids for groups current user */ /* is a member of */ #define AR_KEYWORD_NO 41 /* no more keywords !! Returns NO */ #define AR_MAX_KEYWORD_USED41 /* set to code for highest keyword */ -- Carey Matthew Black BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. 2009/5/7 Brian Bishop brian.bis...@goldstag.demon.co.uk: ** Dave, The value $--1$ is a Remedy keyword conversion that means $NULL$. So in your case it is checking that the fields are NULL. Here is a list of keywords conversions I compiled many years ago which may have been added to since doing it. $-1$ = $USER$ $-2$ = $TIMESTAMP$ $--1$= $NULL$ $-6$ = $SERVER$ $-5$ = $SCHEMA$ $-0$=$DEFAULT$ $-4$=$DATE$ $-14$=$LASTCOUNT$ $-13$=$LASTID$ $-3$-$TIME$ $-7$=$WEEKDAY$ Brian Bishop Goldstag Consultants Ltd tel: +44 (0)7973 746832 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Barber, David Sent: 07 May 2009 13:44 To: arslist@ARSLIST.ORG Subject: What would $--1$ relate to? ** Seen on a macro/search - field 1 = $--1$ and also a little later in the same search - field 2 = $--1$ The first field is an assignee, but the second is just a flag. Not exactly obvious what it does at all. Any ideas? Ta Dave This e-mail has been scanned for viruses by the Cable Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.5.287 / Virus Database: 270.12.21/2101 - Release Date: 05/07/09 05:57:00 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
JavaScript function to check if the form has been saved
Goodmorning all, Our company has written a piece of software that utilizes the mid-tier. The software logs in for the user and points them to a specific form to enter a ticket via URL and DOM manipulation. I was wondering if there was a JavaScript function that I could call that would tell me if the form was recently saved or not. I know remedy has a dirty fields check in their JavaScript functions they import into the JSP pages for the midtier, but i don't know the name of it. I was wondering if someone could point me to the correct function? Or is this possible? ARS 6.3 Miditer 6.3 Solaris SPARC -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Display percentage
My guess is that you would have to use a character field and perform the calculation yourself. number/max*100 is it's percentage. On Wed, Dec 17, 2008 at 4:29 PM, Gornto, Robert R Civ USAF AETC 37 CS/SCOO robert.gor...@lackland.af.mil wrote: ** Anyone know of a way to calculate /display percentages in 7.0 ? //SIGNED// Robert R. Gornto, YC-02,37 CS/SCOO Chief, Network Operations DSN 945-0483 Comm 210 925-0483 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: OT: ARUtilities holiday special (ending soon)
Hi Les, That is a feature I would love to see in the 6.3 version of ARUtilities as well. If you could extend that functionality to Active Link and Filter searches when you search for a field ID that would be great! On Thu, Dec 18, 2008 at 7:43 AM, ccrashh ccra...@gmail.com wrote: It can be worth the effort, if you have a good contract. They come in piles sometimes, then dry up for a while. SI Systems has always treated me well. The only feature from RDP that I think would be good to have is it's ability to tell you all the code that impacts a field (uses it in Run If, Set Fields If, Set Fields, Push Fields If, Push Fields, Table Qualification, Table Field Column, Menu, etc) That's really handy. Steve On Dec 17, 6:19 pm, rem...@arutilities.com wrote: Hey Steve, Tell me some of the things that RDP does that ARUtilities should, and I will give you a free license key for ARUtilities 7.0 If i can add some new features everyone would be happy, and I haven't had the chance to look at RDP. And, yes, still at CGI. I am wondering though how i would be able to break out into the self employment world that you did. Do you know the best headhunter to contact? And is it worth the effort? Les You are such a shill :) Heh. Downloaded your latest version. My contract, if you remember, is at DFAIT, and we are having huge issues with RDP. Though ARUtilities doesn't fully replace RDP, it has some tools we can use. Been trying to get the manager here to put in a purchase request. Steve O'Leary PS: still at CGI? On Dec 17, 11:12 am, rem...@arutilities.com wrote: Hello everyone, This is just a note to let you know that ARUtilities is available at a very special price until January 1st 2009. ARUtilities is a tool set used by many Remedy Developers around the world ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Group/User Notifications.
This is just a thought, but you could build a table field on the incident form of all the child tickets for that parent, and another for all the tasks related.. I guess the problem would be getting all the tasks that were related to the children and parent.. Essentially, you could walk a table and build your recipients list that way. On Thu, Dec 18, 2008 at 7:49 AM, Frex Popo frexp...@yahoo.fr wrote: ** Hello everyone, I have a number of child Incidents linked to a parent Incident. Each child Incident has a number of tasks. What I need is, when a user presses a button on the Incident form, a notification is sent to the user whom THE PARENT INCIDENT has been assigned to, (or the group in case the incident has not been assigned to anyone yet). The notification should also be sent to the user to which THE CHILD INCIDENT t has been assigned to (or the group in case the child incident has not been assigned to anyone). The same for all the child Incidents of the parent Incident. The notification should also be sent to the user to which THE TASK of the child incident has been assigned to (or the group in case the task has not been assigned to anyone). The same should apply to all the tasks of each child Incident. What would the best way to approach this problem? Is it by creating a form and storing the ID of the parent incident, child incidents, and taks, along with all the group and users and then use a filter on submit to that form and send a notification? How about walking through the incident and taks form to find the relevant IDs? Anyone did before and want to share their thoughts. Thanks in advance frex. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Overcoming the 60 Second Timeout in 6.3
Timeout on what exactly? Connecting to the server with the user tool? On Tue, Dec 16, 2008 at 12:15 PM, Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE norm.kai...@eglin.af.mil wrote: ** Hi all: Is anyone aware of a trick that allows you to overcome the 60 second timeout on ARS 6.3? Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: floating licenses
Once a user requires a license, they have it till the license timeout or till they log out as far as I know. Most of our users are assigned a read license unless they are modifying other people's tickets. I believe how the licenses work for floating is that the user is logged in with a floating license. How I wished it worked, is if the user was logged in with a read license and remedy grab the floating license when it needed it. I've noticed that when we run out of floating licenses, people that are logging in are getting that error message of no license available which leads me to believe that Remedy is trying to assign them a floating license. One sure fire way to tell would be to look at the aruser.log and see what the log statement is when a user logs in. I believe that when a floating user logs in, the log statement would read FLOAT GRANT WRITE when they do. On Tue, Dec 16, 2008 at 2:20 PM, Opela, Gary L CTR USAF AFMC 72 CS/SCBAH gary.opela@tinker.af.mil wrote: ** I just want to make sure that I'm clear on one thing. If a user has a floating license, will remedy assign them the license before they must have it? Basically, if the user is just submitting, modifying their own, and querying, will remedy go ahead and assign a ticket? I think it probably will, which I think might cause me some problems. I have a lot of users that just need a license for maybe 5 – 10 tickets per month, I was going to look into transferring them over, like 100 users to 25 floating licenses. All of these users submit a lot of tickets though, I just don't want any issues. Has anyone ever noticed if they've had issues if, say, all 100 users were using remedy, but just not doing anything that required a license? ARS 6.3 Thanks, Gary Opela, Jr. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead
Re: User operations halt while group cache is performed
Thanks for the info Marty. I've seen issues with memory management and solaris on our servers as well.. though haven't sent a bug with BMC about it. On Fri, Oct 24, 2008 at 8:54 AM, Marty.Thorin [EMAIL PROTECTED]wrote: ** Be careful switching this to zero. We did this and ran into a memory problem. When in this mode and it needs to recache (such as a group change), it asks for a second copy in memory, does the update, starts running all new actions in the new workspace. Meanwhile the old workspace is kept until all actions are done. Then the old memory is freed. Sounds great, right? Although the AR System freed the memory, Solaris did not. We found ourselves running out of RAM and had to switch modes. We do all major changes to production after hours. These include group changes (but not group membership), form changes, and a bunch of other things. It takes six minutes to recache when our system is idle. I understand ARS 7.1 continues to have this issue. Thorin -- *From:* Hall Chad - chahal [mailto:[EMAIL PROTECTED] *Sent:* Thursday, October 23, 2008 3:29 PM *Subject:* Re: User operations halt while group cache is performed ** If you set Cache-Mode to 0 then workflow changes, like group and user changes, will recache silently without affecting users. *Chad Hall* (501) 342-2650 -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Robert Halstead *Sent:* Thursday, October 23, 2008 1:29 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: User operations halt while group cache is performed ** Yes, we do have the Cache-Mode set to 1 in our ar.conf file. Also, thanks for the hint on the arthread.log file. I guess when I change the Cache-Mode in our ar.conf i'll also add the Copy-Cache-Logging command in there as well. By setting this value to 0, would workflow changes essentially behave same then? On Thu, Oct 23, 2008 at 12:13 PM, Hall Chad - chahal [EMAIL PROTECTED] wrote: ** Do you have development cache mode enabled? If so, it handles caching differently. With this enabled it will block all users until the change is complete. Its ideal for development environments because the changes happen faster. With this disabled, it creates a copy of the cache and only replaces it once all active API calls have completed so that users aren't impacted. Look in ar.cfg for the Cache-Mode: tag. If its set to 1, then you're in development mode and that's your problem. If its set to 0, or if its not present in your ar.cfg at all, then you're in production mode and your root cause is still a mystery. There was also a 6.3 bug (although I think it was prior to patch 20) that caused users to lock up during a group recache. Although it may have been specific to dynamic group updates only. I can't remember exactly. *Chad Hall* (501) 342-2650 -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Tony Worthington *Sent:* Thursday, October 23, 2008 12:36 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: User operations halt while group cache is performed We have the same behavior here. You can see the recache operations in arthread.log if you turn on thread logging and add the ar.conf setting Copy-Cache-Logging: T This is from a 7.1 system so I don't know if it applies to 6.x THRD /* Wed Oct 22 2008 15:29:17.5320 */ CopyCache Begin: rpcCallProc=41 user=Remedy Application Service tid=2364 rpcId=2371423 THRD /* Wed Oct 22 2008 15:35:10.0060 */ CopyCache End Because of this we only perform group additions, deletions and modifications off-hours. * Tony Worthington* Sr. Technical Analyst Kohl's Department Stores N56 W17000 Ridgewood Drive Menomonee Falls, WI 53051 262.703.5911 (phone) [EMAIL PROTECTED] www.Kohls.com http://www.kohls.com/ *Robert Halstead [EMAIL PROTECTED]* Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 10/23/2008 11:40 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject User operations halt while group cache is performed ** Hi guys, Hope you all are having a great day. I have an slight issue and some questions that I hope someone could help shed some light on before I take this to BMC support. Recently, we did some group changes via the group form which caused a group-cache update to be performed on the servers. During this time, the CPU of our first server jumped to 90% and sustained that for at least 3-4 minutes. During this time no user could operate in Remedy at all. All other operations came to a screeching halt while this was being done. Is this the norm for a group-cache update? I thought I read in the docs that when a group-cache update occurs, only the admin thread is used and should not affect other list
User operations halt while group cache is performed
Hi guys, Hope you all are having a great day. I have an slight issue and some questions that I hope someone could help shed some light on before I take this to BMC support. Recently, we did some group changes via the group form which caused a group-cache update to be performed on the servers. During this time, the CPU of our first server jumped to 90% and sustained that for at least 3-4 minutes. During this time no user could operate in Remedy at all. All other operations came to a screeching halt while this was being done. Is this the norm for a group-cache update? I thought I read in the docs that when a group-cache update occurs, only the admin thread is used and should not affect other list and fast threads from using the system. There will be some performance impact, but no where does it state the system will come to a halt when it's performed. We have also seen this same behavior when modifying a piece of workflow. Though I can understand this happening when we modify workflow to some point as the server needs to recache workflow objects. The thing is, my coworker has worked on other Remedy projects with other companies and hasn't seen this behavior at all. On our most loaded days we only have 170 people accessing remedy. Is this a configuration issue? Has anyone else seen this behavior? My servers are as follows: 2x Sun Fire v480R 1.2 Ghz 4GB RAM Sun Solaris 9 SPARC AR System 6.3 patch 20 server group Database Server: SunFire v210 1.3Ghz 8GB RAM Sun Solaris 9 SPARC Oracle 9i -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: User operations halt while group cache is performed
Yes, we do have the Cache-Mode set to 1 in our ar.conf file. Also, thanks for the hint on the arthread.log file. I guess when I change the Cache-Mode in our ar.conf i'll also add the Copy-Cache-Logging command in there as well. By setting this value to 0, would workflow changes essentially behave same then? On Thu, Oct 23, 2008 at 12:13 PM, Hall Chad - chahal [EMAIL PROTECTED]wrote: ** Do you have development cache mode enabled? If so, it handles caching differently. With this enabled it will block all users until the change is complete. Its ideal for development environments because the changes happen faster. With this disabled, it creates a copy of the cache and only replaces it once all active API calls have completed so that users aren't impacted. Look in ar.cfg for the Cache-Mode: tag. If its set to 1, then you're in development mode and that's your problem. If its set to 0, or if its not present in your ar.cfg at all, then you're in production mode and your root cause is still a mystery. There was also a 6.3 bug (although I think it was prior to patch 20) that caused users to lock up during a group recache. Although it may have been specific to dynamic group updates only. I can't remember exactly. *Chad Hall* (501) 342-2650 -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Tony Worthington *Sent:* Thursday, October 23, 2008 12:36 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: User operations halt while group cache is performed We have the same behavior here. You can see the recache operations in arthread.log if you turn on thread logging and add the ar.conf setting Copy-Cache-Logging: T This is from a 7.1 system so I don't know if it applies to 6.x THRD /* Wed Oct 22 2008 15:29:17.5320 */ CopyCache Begin: rpcCallProc=41 user=Remedy Application Service tid=2364 rpcId=2371423 THRD /* Wed Oct 22 2008 15:35:10.0060 */ CopyCache End Because of this we only perform group additions, deletions and modifications off-hours. * Tony Worthington* Sr. Technical Analyst Kohl's Department Stores N56 W17000 Ridgewood Drive Menomonee Falls, WI 53051 262.703.5911 (phone) [EMAIL PROTECTED] www.Kohls.com http://www.kohls.com/ *Robert Halstead [EMAIL PROTECTED]* Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 10/23/2008 11:40 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject User operations halt while group cache is performed ** Hi guys, Hope you all are having a great day. I have an slight issue and some questions that I hope someone could help shed some light on before I take this to BMC support. Recently, we did some group changes via the group form which caused a group-cache update to be performed on the servers. During this time, the CPU of our first server jumped to 90% and sustained that for at least 3-4 minutes. During this time no user could operate in Remedy at all. All other operations came to a screeching halt while this was being done. Is this the norm for a group-cache update? I thought I read in the docs that when a group-cache update occurs, only the admin thread is used and should not affect other list and fast threads from using the system. There will be some performance impact, but no where does it state the system will come to a halt when it's performed. We have also seen this same behavior when modifying a piece of workflow. Though I can understand this happening when we modify workflow to some point as the server needs to recache workflow objects. The thing is, my coworker has worked on other Remedy projects with other companies and hasn't seen this behavior at all. On our most loaded days we only have 170 people accessing remedy. Is this a configuration issue? Has anyone else seen this behavior? My servers are as follows: 2x Sun Fire v480R 1.2 Ghz 4GB RAM Sun Solaris 9 SPARC AR System 6.3 patch 20 server group Database Server: SunFire v210 1.3Ghz 8GB RAM Sun Solaris 9 SPARC Oracle 9i -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any
Please connect with me :)
Hi, I looked for you on Reunion.com, but you weren't there. Please connect with me so we can keep in touch. -Robert Do You Know Robert? YES - Connect with Robert, and see who's searching for you http://www.reunion.com/showInviteRegistration.do?uid=281547754 NO - I don't know Robert http://www.reunion.com/showInviteRegistration.do?unsub=trueuid=281547754[EMAIL PROTECTED] Reunion.com - Find Everyone from Your Past. You have received this e-mail because a Reunion.com Member sent an invitation to this e-mail address. For assistance, please refer to our FAQ or Contact Us. http://help.reunion.com/selfhelp?lid=2 Our Address: 2118 Wilshire Blvd., Box 1008, Santa Monica, CA 90403-5784 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Limiting Web Service Results
Frank, On a getList operation in the web service click on output mapping. Then click on the child element under ROOT on the XML Data Type side of the window. Bring up the properties of the getListValues element. Set the MaxOccurs from unbounded to a specified number. This is on 6.3 patch 20. On Wed, Jul 23, 2008 at 10:46 AM, Frank Caruso [EMAIL PROTECTED] wrote: ** Any other suggestions on how to limit the number of rows returned from a Web Service On Tue, Jul 22, 2008 at 9:45 AM, Frank Caruso [EMAIL PROTECTED] wrote: Don't see this as an option. I am on 6.3 p20 On Sat, Aug 11, 2007 at 2:42 AM, ITSM Support [EMAIL PROTECTED] wrote: ** *Hi Frank,* Yes, we can limit the number of rows returned while publishing the services in remedy. While creating web service for the get operation or get list operation in remedy, below the Qualification there is two options called *Start record* and *Max Limit*. Where we can limit the number of rows return. Hope this helps... Regards, *Sandeep * *Vyom Labs Pvt. Ltd. * *An ISO 2 certified company. * *Consulting | Outsourcing | Training || BMC Remedy BSM | ITIL * *Web: www.vyomlabs.com* -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Frank Caruso *Sent:* Tuesday, July 22, 2008 12:06 AM *To:* arslist@ARSLIST.ORG *Subject:* Limiting Web Service Results ** Is there a way that a consumer of a Remedy web service can limit the number of rows returned? Or, is there something I can do to the web service in Remedy to only allow so many results to be returned. Thank you __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 6.3 Web Service Input Mapping Order
Thanks Carey =) you are the man! I looked at the the schema last night and correlated the tags using w3schools.com and realized that as well. Looks like we either have the option of choice or sequence where choice only selects one field out of the bunch declared within. Looks like we're stuck using sequence as I'm not too familar with xml schemas. No big deal. Thanks Carey for the answer though =) On Fri, Jun 27, 2008 at 5:13 AM, Carey Matthew Black [EMAIL PROTECTED] wrote: Robert, Ref: http://www.xmlschemareference.com/sequenceElement.html The sequence element provides an XML representation of an ordered set of element types. For each element type associated with a sequence element in an XML schema document, there must be a corresponding element in the corresponding XML instance - in the same order. In fact, there may be zero or many elements for each element type depending upon the values of the minOccurs and maxOccurs attributes associated with the corresponding element types. Yes you are correct sir. That is how the xsd:sequence XML Schema element works. ( I am sure you can find other references out there too, but that was just the second link on google when I searched for xsd:sequence.) HTH -- 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 Thu, Jun 26, 2008 at 6:18 PM, Robert Halstead [EMAIL PROTECTED] wrote: ** More information on this. If the order of the fields matches the order of the input mapping when sending a Create or Set method, we do not get the error at all. It's only when the order differs. On Thu, Jun 26, 2008 at 10:16 AM, Robert Halstead [EMAIL PROTECTED] wrote: System: ARS 6.3 Patch 20 Midtier w/ Java 1.4.2_13 Hey all, We're using web services to connect with our Remedy server and we're noticing that when sending an opSet XML method to Remedy, the fields need to be in the same order as the Input Mapping is defined for that function. Is there any way around this, or is this the correct functionality? It would seem to me that by using XML, the field order shouldn't matter. There is a chance that I have my input mappings messed up. Here's an example: snip We don't get the error if we switch the order of the fields in the XML so that Priority is below details. Is there a way to make it so that the order doesn't matter? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 6.3 Web Service Input Mapping Order
More information on this. If the order of the fields matches the order of the input mapping when sending a Create or Set method, we do not get the error at all. It's only when the order differs. On Thu, Jun 26, 2008 at 10:16 AM, Robert Halstead [EMAIL PROTECTED] wrote: *System: ARS 6.3 Patch 20 Midtier w/ Java 1.4.2_13 * Hey all, We're using web services to connect with our Remedy server and we're noticing that when sending an opSet XML method to Remedy, the fields need to be in the same order as the Input Mapping is defined for that function. Is there any way around this, or is this the correct functionality? It would seem to me that by using XML, the field order shouldn't matter. There is a chance that I have my input mappings messed up. Here's an example: Here is the XML being sent to the server: ?xml version=1.0 encoding=windows-1252? operation name=OpSet type=set qualification=apos;Incident IDapos; = XPATH(/ROOT/Incident_ID) arOptions setOptions typesetAll/type documentTypefull/documentType /setOptions /arOptions inputMapping name=InputMapping topLevelElement=OpSet/ outputMapping name=OutputMapping topLevelElement=OpSetResponse/ /operation ?xml version=1.0 encoding=UTF-8? ROOT Incident_IDINC1010/Incident_ID DetailsTest see if new lines work They should since it is sometimes helpful to have multiple lines in a Detailed Description/Details PriorityHigh/Priority SeverityMinor/Severity /ROOT My Input Mapping for the form BZ:Incident is the following (all fields have a minOccurs = 0): xsd:element name=OpSet type=s:InputMapping/ xsd:complexType name=InputMapping xsd:sequence xsd:element name=Incident_ID type=xsd:string/ xsd:element minOccurs=0 name=Status nillable=true type=xsd:string/ xsd:element minOccurs=0 name=Severity nillable=true type=xsd:string/ xsd:element minOccurs=0 name=Description nillable=true type=xsd:string/ xsd:element minOccurs=0 name=Market nillable=true type=xsd:string/ xsd:element minOccurs=0 name=City nillable=true type=xsd:string/ xsd:element minOccurs=0 name=Headend nillable=true type=xsd:string/ xsd:element minOccurs=0 name=CMTS nillable=true type=xsd:string/ xsd:element minOccurs=0 name=Priority nillable=true type=s:PriorityType/ xsd:element minOccurs=0 name=Details nillable=true type=xsd:string/ xsd:element minOccurs=0 name=Work_Log nillable=true type=xsd:string/ /xsd:sequence /xsd:complexType For this example we get an Error of 8962: SEVERE: AxisFault : MessageType: 2 MessageNum: 8962 MessageText: Unexpected element encountered in the input XML document AppendedText: Priority at com.remedy.arsys.api.Proxy.ARXMLSetEntry(Native Method) at com.remedy.arsys.api.Util.ARXMLSetEntry(Util.java:2741) at com.remedy.arsys.ws.services.ARService.performOperation(Unknown Source) at com.remedy.arsys.ws.services.ARService.processRequest(Unknown Source) at sun.reflect.GeneratedMethodAccessor50.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25) at java.lang.reflect.Method.invoke(Method.java:324) at org.apache.axis.providers.java.MsgProvider.processMessage(MsgProvider.java:162) at org.apache.axis.providers.java.JavaProvider.invoke(JavaProvider.java:333) at org.apache.axis.strategies.InvocationStrategy.visit(InvocationStrategy.java:71) at org.apache.axis.SimpleChain.doVisiting(SimpleChain.java:150) at org.apache.axis.SimpleChain.invoke(SimpleChain.java:120) at org.apache.axis.handlers.soap.SOAPService.invoke(SOAPService.java:481) at org.apache.axis.server.AxisServer.invoke(AxisServer.java:323) at org.apache.axis.transport.http.AxisServlet.doPost(AxisServlet.java:854) at javax.servlet.http.HttpServlet.service(HttpServlet.java:709) at org.apache.axis.transport.http.AxisServletBase.service(AxisServletBase.java:339) at javax.servlet.http.HttpServlet.service(HttpServlet.java:802) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:237) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:157) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:214) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:104) at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:520) at org.apache.catalina.core.StandardContextValve.invokeInternal(StandardContextValve.java:198) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:152
Re: Oracle Index Performance
The form in question does have a lot of fields. 10 Attachment fields, a diary field, and probably around 100 mixed fields (character, integer, menu's). We are thinking about redesigning this form as it has become congested with information. Patrick and Axton: Those sound like great Idea's and I think when we do redesign this form in Q3 that I add a ddl or something to specify it's relationship properties (parent, child, loner). Correct me if I'm wrong, but from just a quick search, lobs in oracle are text fields greater than 4kb right? So, we wouldn't want a lot of text fields that have a length of 0 correct? On Thu, May 22, 2008 at 2:12 PM, Axton [EMAIL PROTECTED] wrote: Create a flag field on the form, then use a filter to set it. The field would default to 0, then be set to 1 by a filter if 'Parent' = $NULL$ and 'Link Type' = $NULL$ and 'Incident ID' != $tmp_IncidentID$. You could then index and query on this field. It's a crappy solution, but the best available option I see with the tools available. YMMV depending on the cardinality of the resulting data. The search seems to perform a full table scan against the table... Learn how to use the autotrace features of sql*plus. http://asktom.oracle.com/tkyte/article1/autotrace.html If a partial table scan on 1m records causes a timeout, you may want to evaluate the performance of your db and how much storage the table is actually using. How is the table structured? Does it contain lobs, does it have a lot of columns, etc. These are design decisions that may result in poor performance. Axton On Thu, May 22, 2008 at 12:38 PM, Robert Halstead [EMAIL PROTECTED] wrote: ** Ladies and Gents, We have been constantly trying to improve performance on a form with over 1 million records in it by analyzing indexes, or clearing the statistics for the table in oracle. The last thing we did was clear the statistics for our form BZ:Incident because for some reason searches in Remedy, even though we were searching on index fields, were not using the indexes in Oracle. By clearing the statistics, I believe we're forcing oracle the use the indexes resulting in the searches . However, searching on a field that is not indexed now performs a database time out error in Remedy. My question: Where is the happy place? When you guys analyze statistics, to what percent? Also, how often do you find yourself analyzing indexes? On a related question, performing searches in Remedy using the != operator does not utilize the index for that specific field. I'm performing a search on a form where 'Parent' = $NULL$ and 'Link Type' = $NULL$ and 'Incident ID' != $tmp_IncidentID$. Essentially I'm wanting to return all tickets that are not associated with a parent and not return the incident I'm trying to link. How would I change this query so that I utilize the indexes? The search seems to perform a full table scan against the table in oracle. All three fields are indexed on the form. I sure that this is covered in the Performance and Tuning class, I just have yet to take it. Environment: AR System 6.3 Patch 20 Oracle 9i ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Oracle Index Performance
Ladies and Gents, We have been constantly trying to improve performance on a form with over 1 million records in it by analyzing indexes, or clearing the statistics for the table in oracle. The last thing we did was clear the statistics for our form BZ:Incident because for some reason searches in Remedy, even though we were searching on index fields, were not using the indexes in Oracle. By clearing the statistics, I believe we're forcing oracle the use the indexes resulting in the searches . However, searching on a field that is not indexed now performs a database time out error in Remedy. My question: Where is the happy place? When you guys analyze statistics, to what percent? Also, how often do you find yourself analyzing indexes? On a related question, performing searches in Remedy using the != operator does not utilize the index for that specific field. I'm performing a search on a form where 'Parent' = $NULL$ and 'Link Type' = $NULL$ and 'Incident ID' != $tmp_IncidentID$. Essentially I'm wanting to return all tickets that are not associated with a parent and not return the incident I'm trying to link. How would I change this query so that I utilize the indexes? The search seems to perform a full table scan against the table in oracle. All three fields are indexed on the form. I sure that this is covered in the Performance and Tuning class, I just have yet to take it. Environment: AR System 6.3 Patch 20 Oracle 9i -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Oracle Index Performance
All three fields are separate indexes. Guess it will just be one of those searches that won't be instantaneous. Funny thing though. Right now, since we clear the statistics, the search is pretty instantaneous. By adding the statistics, the search is fairly slow. Go figure. Any answers on the first part? On Thu, May 22, 2008 at 10:49 AM, J.T. Shyman [EMAIL PROTECTED] wrote: ** One more comment: You mentioned that all three fields are indexed. Are they included in a compound index (i.e. all three fields in one index) or are they in three separate indexes? You might (and I stress might) see some improvement in performance with a single index that contains all three fields. However, the != will still force a table scan I believe. --- J.T. Shyman -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Robert Halstead *Sent:* Thursday, May 22, 2008 12:38 PM *To:* arslist@ARSLIST.ORG *Subject:* Oracle Index Performance ** Ladies and Gents, We have been constantly trying to improve performance on a form with over 1 million records in it by analyzing indexes, or clearing the statistics for the table in oracle. The last thing we did was clear the statistics for our form BZ:Incident because for some reason searches in Remedy, even though we were searching on index fields, were not using the indexes in Oracle. By clearing the statistics, I believe we're forcing oracle the use the indexes resulting in the searches . However, searching on a field that is not indexed now performs a database time out error in Remedy. My question: Where is the happy place? When you guys analyze statistics, to what percent? Also, how often do you find yourself analyzing indexes? On a related question, performing searches in Remedy using the != operator does not utilize the index for that specific field. I'm performing a search on a form where 'Parent' = $NULL$ and 'Link Type' = $NULL$ and 'Incident ID' != $tmp_IncidentID$. Essentially I'm wanting to return all tickets that are not associated with a parent and not return the incident I'm trying to link. How would I change this query so that I utilize the indexes? The search seems to perform a full table scan against the table in oracle. All three fields are indexed on the form. I sure that this is covered in the Performance and Tuning class, I just have yet to take it. Environment: AR System 6.3 Patch 20 Oracle 9i -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SNMP BMC Remedy
We monitor Remedy using Cacti and Intermapper softare. Depending on how you want to monitor the app, if you need the inside's such the amount of users logged into remedy with what license or how many filters have executed and so forth you would want to run BMC's snmp agent that came with the AR System (believe it's called arsnmp). If you just need to know if processes are up or not, you could just use a standard snmp agent (like net-snmp) and write a script that net-snmp will call when given a certain oid. You could use bmc's snmp agent to tell whether the server is up or down, but I don't believe it will warn you of a degraded state (say that you have 3 of the 6 processes down but Remedy is still functional). If you are going to use bmc's snmp agent, you'll have access to their enterprise mib. The ar.h file will help you with definitions of the values the mib will return as they may or may not be understandable from the mib definition itself. On Fri, Apr 25, 2008 at 4:51 AM, Michiel Beijen [EMAIL PROTECTED] wrote: ** You can just use the Remedy SNMP Agent. I guess you would need to supply the MIB file that is also included to the monitoring team so they can import it in their tool. You can re-run the AR System installer to install the SNMP agent if you have not done so in the first place. Please refer to the Installing guide for more information. Regards, Michiel On Fri, Apr 25, 2008 at 12:36 PM, Michiel Beijen [EMAIL PROTECTED] wrote: On Fri, Apr 25, 2008 at 8:59 AM, Rajagopal, Ramya [EMAIL PROTECTED] wrote: ** Hello all, We have a requirement for SNMP to monitor BMC AR system. In this case, do we need to install any SNMP related software (what is that supporting software) or using BMC Remedy SNMP Agent suffice? Kindly help. Thanks Best Regards, Ramya *** The information in this email is confidential and may be legally privileged. Access to this email by anyone other than the intended addressee is unauthorized. If you are not the intended recipient of this message, any review, disclosure, copying, distribution, retention, or any action taken or omitted to be taken in reliance on it is prohibited and may be unlawful. If you are not the intended recipient, please reply to or forward a copy of this message to the sender and delete the message, any attachments, and any copies thereof from your system. *** __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Server Group Environment Load Balance
If you look in the knowledge base and search for document KM-00020802 it will tell you the configuration to use.. Also there is a link to the load balancer pdf file. On Thu, Apr 24, 2008 at 7:46 AM, Nall, Roger [EMAIL PROTECTED] wrote: ** Pintu, At the same BMC web site you will find documentation on all of BMC's products. Within the documentation for Remedy you will find information on Server Groups. HTH. Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *pintu mallick *Sent:* Thursday, April 24, 2008 4:44 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Server Group Environment Load Balance ** Thanks for your feedback. I'm looking for good document for server group configuration as well. please provide some info regarding the same. Regards, Pintu *J.T. Shyman [EMAIL PROTECTED]* wrote: ** BMC has a white paper called Using a Hardware Load Balancer with BMC Remedy AR System 7.0 on their website --- J.T. Shyman -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *pintu mallick *Sent:* Wednesday, April 23, 2008 4:19 AM *To:* arslist@ARSLIST.ORG *Subject:* Server Group Environment Load Balance ** Hi All, I'm looking for good document regarding Server Group Environment and Load Balancer. Please help me out. Thanks Regards, Pintu. -- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now.http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ%20__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now.http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ%20__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Admin Tool Connection Problems - RESOLVED
I've seen it where an escalation that is taking a long time to run will hang the admin thread as well. You can reproduce this where you have a long running escalation and then try to update a filter or the same escalation with the admin tool. The arserverd process peeks at around 65% of the cpu for the length of the escalation and doesn't allow the admin tool to continue. Eventually it times out due to the message above. ARS 6.3 Patch 20. Bob Halstead Application Developer Bresnan Communications On Thu, Apr 10, 2008 at 8:07 PM, Charles Roth [EMAIL PROTECTED] wrote: The cause could have been the admin thread hung, this has happen to me before. Charles Roth -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, April 09, 2008 8:20 AM To: arslist@ARSLIST.ORG Subject: Re: Admin Tool Connection Problems - RESOLVED Restarting the service did the trick. I wonder what caused it. Thanks Norm. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Tuesday, April 08, 2008 9:44 AM To: arslist@ARSLIST.ORG Subject: Re: Admin Tool Connection Problems Not yet. I'll have to wait till after hours to do it but I will certainly try. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, April 08, 2008 9:21 AM To: arslist@ARSLIST.ORG Subject: Re: Admin Tool Connection Problems I *think* this indicates some sort of problem with the data dictionary--if my memory serves me right. Have you tried restarting the MS SQL service and the Remedy server service? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Tuesday, April 08, 2008 8:15 AM To: arslist@ARSLIST.ORG Subject: Admin Tool Connection Problems ** Hi List, Just yesterday I tried to login to our remedy server using the admin tool and go the following: ARERR [93] Timeout during data retrieval due to busy server -- retry the operation. However, I can connect with the user tool (as can all other support staff). Myself and another admin can't connect using the admin tool. MS SQL 2005, ITSM 7, ARS 7 patch 003, user/admin tool patch 3. TIA, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are No virus found in this incoming message. Checked by AVG. Version: 7.5.519 / Virus Database: 269.22.10/1366 - Release Date: 4/8/2008 5:03 PM No virus found in this outgoing message. Checked by AVG. Version: 7.5.519 / Virus Database: 269.22.10/1366 - Release Date: 4/8/2008 5:03 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Active Link Run process
Not sure why the button wouldn't trigger the search, but as a work around could you use a PERFORM-ACTION-ACTIVE-LINK 1024 as well? On Fri, Apr 11, 2008 at 2:42 PM, Steven Pataray [EMAIL PROTECTED] wrote: ** I'm having problems running an Active Link Run process with PERFORM-ACTION-ACTIVE-LINK 1 1002. This should press the Search button, but it doesn't do anything. From the logs it is firing on the field: ACTL Checking BOH:HPD-Admin.Menu.cmd.Search.CaseID.Execute (20) ACTL - Passed qualification -- perform if actions ACTL 0: Run Process ACTL Current Window - Active Link -- 1 ACTL /* Fri Apr 11 2008 10:18:24 */ ACTL --1-- Start active link processing -- Operation - On Control ACTL For Schema - HPD:HelpDesk ACTL Linked to field - Query (1002) ACTL On screen type - QUERY My Active link is running through an Active Link Guide because I have to fill in a field before it does the search. If I use another button like the Bulletin Board button (300280900) it fires that button. ACTL Checking BOH:HPD-Admin.Menu.cmd.Search.CaseID.Execute (20) ACTL - Passed qualification -- perform if actions ACTL 0: Run Process ACTL Current Window - Active Link -- 1 ACTL /* Fri Apr 11 2008 10:39:29 */ ACTL --1-- Start active link processing -- Operation - On Control ACTL For Schema - HPD:HelpDesk ACTL Linked to field - BulletinBoard_btn (300280900) ACTL On screen type - QUERY Is there some trick I need to do to get it to work with the Search button? AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 Thanks Steve __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Active Link Run process
or that would work as well =) On Fri, Apr 11, 2008 at 2:48 PM, Grooms, Frederick W [EMAIL PROTECTED] wrote: ** I think the docs state that the PERFORM_ACTION_ACTIVE_LINK Runprocess Actions do not actually do the Search or Save. They only cause the system to execute the code that is set to fire on Search or Save. From the Online Help Executes all active links associated with the specified Execute On condition (and field ID, as appropriate). The active links fire as if the Execute On condition indicated occurred. For example, *PERFORM-ACTION-ACTIVE-LINK 8* specifies to run all On Modify active links as if a modify operation was performed. The active links fire, but no modify is actually performed. I think you want to use: PERFORM-ACTION-APPLY Performs the Apply or Save operation on the current window. For Search windows, the search is performed. Fred -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steven Pataray *Sent:* Friday, April 11, 2008 3:43 PM *To:* arslist@ARSLIST.ORG *Subject:* Active Link Run process I'm having problems running an Active Link Run process with PERFORM-ACTION-ACTIVE-LINK 1 1002. This should press the Search button, but it doesn't do anything. From the logs it is firing on the field: ACTL Checking BOH:HPD-Admin.Menu.cmd.Search.CaseID.Execute (20) ACTL - Passed qualification -- perform if actions ACTL 0: Run Process ACTL Current Window - Active Link -- 1 ACTL /* Fri Apr 11 2008 10:18:24 */ ACTL --1-- Start active link processing -- Operation - On Control ACTL For Schema - HPD:HelpDesk ACTL Linked to field - Query (1002) ACTL On screen type - QUERY My Active link is running through an Active Link Guide because I have to fill in a field before it does the search. If I use another button like the Bulletin Board button (300280900) it fires that button. ACTL Checking BOH:HPD-Admin.Menu.cmd.Search.CaseID.Execute (20) ACTL - Passed qualification -- perform if actions ACTL 0: Run Process ACTL Current Window - Active Link -- 1 ACTL /* Fri Apr 11 2008 10:39:29 */ ACTL --1-- Start active link processing -- Operation - On Control ACTL For Schema - HPD:HelpDesk ACTL Linked to field - BulletinBoard_btn (300280900) ACTL On screen type - QUERY Is there some trick I need to do to get it to work with the Search button? AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 Thanks Steve __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question about the AP:Dtl-Sig-Outer Join form
Environment:
AR System 6.3 patch 20
I'm not sure if anyone has tied their application into the approval server,
but I was wondering if anyone knew what this form is? It seems the approver
system has an escalation run on this form and every once in a while it finds
a request in there and error's out the approval process. I'm trying to find
out why there are requests in there in the first place.
The escalation that grabs these requests is called
AP:Dtl-Sig-OuterJoin-DtlErrEsc
and has a run-if qualification of: (('Status-Dtl' = Pending) OR
('Status'-Dtl' = Hold) OR ('Status-Dtl' = More Information)) AND
('Signature ID' = $NULL$) AND ($TIMESTAMP$ ('Create Date Sig' + 14400))
At which point would an approver entry have a Signature ID of NULL but still
have a details record?
Any help would be appreciated please, I've banged my head against the wall
trying to figure this out for 2 days now lol. It's probably something
simple and I'm missing it.
--
A fool acts, regardless; knowing well that he is wrong. The ignoramus acts
on only what he knows, but all that he knows.
The ignoramus may be saved, but the fool knows that he is doomed.
Robert Halstead
___
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ARERR 559 on Diary field
Environment: ARSystem 6.3 patch 20 WUT 6.3 patch 22 Has anyone encountered this error before on a diary field in the WUT? The full error is: ARERR 559 Character string exceeds maximum size allowed :: 890030025 Doing a search on the support site, I get a result about the WUT only returns 32kb worth of data or something like that? Does this error have something to do with that? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question about removing the change-fixed application licenses
Environment: Remedy 6.3 patch 20 - ITSM Change Management Module 6 installed. - Approval Server - Configuration Manager Hey everyone, We are planning to remove our Change Management application licenses and we have built are own change management suite from scratch. I was wondering if there were any consequences by removing the licenses other than the Change Management module itself. Like I've stated above, we only have the BMC OOTB Change Management module and i'm thinking that the removal of the change-fixed and change-floating application licenses would only affect the change management forms. Does this include the SHR:People or other forms with the prefix of SHR? Or any of the approver forms? I remember seeing some workflow on our CHG:Change form that dealt with licenses but looking at the application package, the application is not deployable and is local. It is also my understanding that this will not affect the Configuration Manager and Approver Server. So what exactly do the licenses protect in the change management module? If you guys need more information, I can provide. Thanks. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question about removing the change-fixed application licenses
Thanks Rick. I'll have to research through the workflow and find the license ones again. I wasn't sure if the licenses affected the other apps installed (Approval Server / Configuration manager). Now I know. On Thu, Feb 28, 2008 at 2:59 PM, Rick Cook [EMAIL PROTECTED] wrote: ** As far as I know, you should be ok. To be on the safe side, you could disable the license checking filters (you know which ones they are), which I believe only fire against the CHG:Change form. Also, let your sales person know that you've done this, so that you won't be billed for maintenance on the application or its licenses. Rick P.S. To anyone else, you should only do this if you are, like Robert, no longer using the application. To do so under other conditions would cause you to be in violation of your licensing agreement, which I am in no way advocating. On Thu, Feb 28, 2008 at 1:47 PM, Robert Halstead [EMAIL PROTECTED] wrote: ** Environment: Remedy 6.3 patch 20 - ITSM Change Management Module 6 installed. - Approval Server - Configuration Manager Hey everyone, We are planning to remove our Change Management application licenses and we have built are own change management suite from scratch. I was wondering if there were any consequences by removing the licenses other than the Change Management module itself. Like I've stated above, we only have the BMC OOTB Change Management module and i'm thinking that the removal of the change-fixed and change-floating application licenses would only affect the change management forms. Does this include the SHR:People or other forms with the prefix of SHR? Or any of the approver forms? I remember seeing some workflow on our CHG:Change form that dealt with licenses but looking at the application package, the application is not deployable and is local. It is also my understanding that this will not affect the Configuration Manager and Approver Server. So what exactly do the licenses protect in the change management module? If you guys need more information, I can provide. Thanks. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Submit Yes/No response to ARS from a blackberry?
of the record ID and the security key and on match interprete that as a Yes response, then although the query result may not show correctly on blackberry, on the server side, the response will have been processed. Worth trying? -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp146 20271p14620271.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp14620271p14622438.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Problem with the application list field when clicking on a link.
I have a user that is recieving a javascript error when he clicks on a link
in an application list field.
I've looked at the html that Remedy user is producing to display the
application list and noticing that it's trying to reference the ar_wut.js
file in the wrong spot. Here is a snippet from the file:
script language=Javascript src=C:\Documents and
Settings\carndt\Desktop\lib\ar_wut.js/scripthtml
head
META http-equiv=Content-Type content=text/html; charset=windows-1252
link rel=stylesheet type=text/css href=C:\Documents and
Settings\carndt\Application Data\AR System\HOME\appfield.css
/head
body
table class=HomeListAppTable
tr
td class=HomeListAppFirstStyle title=/td
/tr
tr
td class=HomeListEPTStyle title=Bulletin Boardsa href=javascript:
onclick=arInvokeForm('remprod.bresnan.net', 'BB:DisplayTopics',
'search')Bulletin Boards/a/td
/tr
tr
td class=HomeListEPTStyle title=Change Request - Approversa
href=javascript: onclick=arInvokeForm('remprod.bresnan.net', 'Remedy
Approver', 'new')Change Request - Approvers/a/td
/tr
Notice how the src is pointing to the desktop/lib directory? Shouldn't this
be C:\Program Files\AR System\User\lib?
Should I just tell the user to re-install or is there an easier fix?
--
A fool acts, regardless; knowing well that he is wrong. The ignoramus acts
on only what he knows, but all that he knows.
The ignoramus may be saved, but the fool knows that he is doomed.
Robert Halstead
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: Submit Yes/No response to ARS from a blackberry?
bah, I meant to say php pages access our Remedy not java servlets. Java is still new to us as we have just started to fully use it. On Jan 4, 2008 9:54 AM, Robert Halstead [EMAIL PROTECTED] wrote: The problem with the mid-tier and mobile devices that I've experienced is that most mobile devices won't support the java on the web page fully. This is because of the browser on most mobile devices. Instead of creating the page through Remedy, I would either stick with the e-mail option (since that is what blackberry's are most used for) or create a php page (not through Remedy) that has your two buttons and have php call Remedy through the Remedy web service. The page could still take your unique value since you would be able to build the url manually in Remedy when it sends the e-mail to the user and then pull additional values if you need to display on the web page itself. Most mobile web browsers have no problem with php. Of course, you don't have to go with php, any server side code will work. We have java servlets access our Remedy through web services even though we could probably have them use the api. Just my two cents. On Jan 4, 2008 9:39 AM, Rabi Tripathi [EMAIL PROTECTED] wrote: All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. Obvious solution is to have them reply to the email with YES or NO text or some other unique string and parse the email in Remedy to process the response... ...but is there a better way? It has been suggested that I can use a Web Service to accomplish this, but I just don't see how I can have blackberry users consume a ARS Web Service, and have that consumption be available in/thru that email. I could have a simple URL in the email that takes them to a simple Remedy form with yes/no buttons, but I am guessing a Mid-tier generated Remedy form isn't visible, functional in blackberry. I have never been sophisticated enough to use/own a blackberry, but I'm pretty sure remedy screens won't show properly. Somebody shout me down, if this is not true, or if there is a workaround. So what has been suggested is provide two URLS in the email, corresponding to Yes and No responses. Again, I don't see what kind of URLs I can construct to communicate yes and no responses back to ARS. I certainly don't see any kind of URL directly consuming any Web Service I might write in ARS. Is my analysis so far reasonable? Do you guys know of any good way to send yes/no to ARS from blackberry? A quick google serach shows stuff like NetBeans allowing code to consume Web Services from blackberries, but I don't know enough to even conceive of a way that could be used in my situation. Ok, I do have some half baked ideas that may or may not work. If I construct a mid-tier URL that queries a form, called say Yes Response Form with a certain record ID (and possibly a security key as well), and write a Get filter on that form to look for the combination of the record ID and the security key and on match interprete that as a Yes response, then although the query result may not show correctly on blackberry, on the server side, the response will have been processed. Worth trying? -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp14620271p14620271.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Submit Yes/No response to ARS from a blackberry?
The problem with the mid-tier and mobile devices that I've experienced is that most mobile devices won't support the java on the web page fully. This is because of the browser on most mobile devices. Instead of creating the page through Remedy, I would either stick with the e-mail option (since that is what blackberry's are most used for) or create a php page (not through Remedy) that has your two buttons and have php call Remedy through the Remedy web service. The page could still take your unique value since you would be able to build the url manually in Remedy when it sends the e-mail to the user and then pull additional values if you need to display on the web page itself. Most mobile web browsers have no problem with php. Of course, you don't have to go with php, any server side code will work. We have java servlets access our Remedy through web services even though we could probably have them use the api. Just my two cents. On Jan 4, 2008 9:39 AM, Rabi Tripathi [EMAIL PROTECTED] wrote: All: I need to provide blackberry users ability to receive an email from ARS, from which they should be able to, through some easy means, provide a Yes/No answer back to ARS. Obvious solution is to have them reply to the email with YES or NO text or some other unique string and parse the email in Remedy to process the response... ...but is there a better way? It has been suggested that I can use a Web Service to accomplish this, but I just don't see how I can have blackberry users consume a ARS Web Service, and have that consumption be available in/thru that email. I could have a simple URL in the email that takes them to a simple Remedy form with yes/no buttons, but I am guessing a Mid-tier generated Remedy form isn't visible, functional in blackberry. I have never been sophisticated enough to use/own a blackberry, but I'm pretty sure remedy screens won't show properly. Somebody shout me down, if this is not true, or if there is a workaround. So what has been suggested is provide two URLS in the email, corresponding to Yes and No responses. Again, I don't see what kind of URLs I can construct to communicate yes and no responses back to ARS. I certainly don't see any kind of URL directly consuming any Web Service I might write in ARS. Is my analysis so far reasonable? Do you guys know of any good way to send yes/no to ARS from blackberry? A quick google serach shows stuff like NetBeans allowing code to consume Web Services from blackberries, but I don't know enough to even conceive of a way that could be used in my situation. Ok, I do have some half baked ideas that may or may not work. If I construct a mid-tier URL that queries a form, called say Yes Response Form with a certain record ID (and possibly a security key as well), and write a Get filter on that form to look for the combination of the record ID and the security key and on match interprete that as a Yes response, then although the query result may not show correctly on blackberry, on the server side, the response will have been processed. Worth trying? -- View this message in context: http://www.nabble.com/Submit-Yes-No-response-to-ARS-from-a-blackberry--tp14620271p14620271.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ARTMPSPC Errors when adding indexes to a form
Hi all, hope everyone had a great Christmas and New Years! I was trying to add another index to a form and Remedy Administrator came back with the following errors: Failure during SQL operation to the database : ORA-01652: unable to extend temp segment by 128 in tablespace ARTMPSPC (ARERR 552). Failure during SQL operation to the database : 536870958 (ARERR 552). I've done some searching and found the following post on the Matt Reinfeldt site: http://www.mattreinfeldt.com/forums/ubbthreads.php/ubb/showflat/Number/94083/site_id/1#import I know the post is referring to ARS 5.1, but would this also be a valid solution for ARS 6.3? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARTMPSPC Errors when adding indexes to a form
Ahh, I was thinking too narrow and only searched for ARS related cases. I'll look through these and see if I can find something. Thanks Gary. On Jan 3, 2008 10:53 AM, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: Hey Robert, I just did a search in Google for unable to extend temp segment and it returned several cases where people using Oracle had this same error, along with many solutions. I don't have the answer for you, but if noone else here helps you, you might try the search. Below is a link to the search results. http://www.google.com/search?hl=enq=%22unable+to+extend+temp+segment%22 Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Halstead Sent: Thursday, January 03, 2008 11:35 AM To: arslist@ARSLIST.ORG Subject: ARTMPSPC Errors when adding indexes to a form ** Hi all, hope everyone had a great Christmas and New Years! I was trying to add another index to a form and Remedy Administrator came back with the following errors: Failure during SQL operation to the database : ORA-01652: unable to extend temp segment by 128 in tablespace ARTMPSPC (ARERR 552). Failure during SQL operation to the database : 536870958 (ARERR 552). I've done some searching and found the following post on the Matt Reinfeldt site: http://www.mattreinfeldt.com/forums/ubbthreads.php/ubb/showflat/Number/9 4083/site_id/1#import I know the post is referring to ARS 5.1, but would this also be a valid solution for ARS 6.3? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Handling 10,000+ tickets in an escalation
Hello all, First off, we are using AR Server 6.3 patch 22. We have a escalation that automatically moves our incident tickets from resolved to closed after 48 hours of the ticket being resolved. We recently resolved around 40,000 tickets a couple of days ago not thinking of this escalation. Well, today, the escalation brought Remedy to a halt as the escalation took over all resources. If I remember the docs correctly, the arsystem uses the admin queue for all database connections correct? And if I also remember correctly, you can only have one admin queue. Why is this limitation in Remedy? And if there isn't a limit, what would be the suggested number? We have a server group of two servers and one database, we're thinking about using one server for all escalations and another that the users can use so that if this happens again, only the escalation server will be bogged down and not the server everyone is using. Is this a valid setup for a server group? Also, is there some way to force Remedy to say only resolve a limited number of tickets in a go? Like a SQL Limit statement? I'm sure we are not the only ones who have ran into this problem, but how do you guys handle that many tickets in a go? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Handling 10,000+ tickets in an escalation
Ahh, I see. I was wrong then thinking that the admin queue was the only one that had database access. So, then let me ask this. If the fast and list queues hold their own database connection and are multithreaded, and we currently have our queue sizes setup up so that the minimum is 1 and the maximum is 10 for both, why would this cause users to not be able to log in while this escalation was running? Also, is there anything in specific that i'm looking for in the filters while a ticket closes? On Dec 19, 2007 2:47 PM, Axton [EMAIL PROTECTED] wrote: The admin queue is single threaded, but it is only used for admin (specific) operations. The escalation queue, in your version, is single threaded. The fast/list queues are multi-threaded; this is where the bulk of the work is performed. Each thread, for each queue, has its own db session. Take a closer look at what the escalation was doing (what are the filters doing that it trips). Axton Grams On Dec 19, 2007 4:24 PM, Robert Halstead [EMAIL PROTECTED] wrote: ** Hello all, First off, we are using AR Server 6.3 patch 22. We have a escalation that automatically moves our incident tickets from resolved to closed after 48 hours of the ticket being resolved. We recently resolved around 40,000 tickets a couple of days ago not thinking of this escalation. Well, today, the escalation brought Remedy to a halt as the escalation took over all resources. If I remember the docs correctly, the arsystem uses the admin queue for all database connections correct? And if I also remember correctly, you can only have one admin queue. Why is this limitation in Remedy? And if there isn't a limit, what would be the suggested number? We have a server group of two servers and one database, we're thinking about using one server for all escalations and another that the users can use so that if this happens again, only the escalation server will be bogged down and not the server everyone is using. Is this a valid setup for a server group? Also, is there some way to force Remedy to say only resolve a limited number of tickets in a go? Like a SQL Limit statement? I'm sure we are not the only ones who have ran into this problem, but how do you guys handle that many tickets in a go? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Handling 10,000+ tickets in an escalation
so then the escalation would run on a join form of the two correct? That's a great idea Dylan. Never thought of that. On Dec 19, 2007 2:57 PM, Wheeler, Dylan [EMAIL PROTECTED] wrote: As to the last part, you could use a helper form to store the highest record you want to process. Then after the escalation has run add 10k to the field. It's what we had to do with Remedy - LDAP integration back in 5.x when Remedy paging wasn't too swift. - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, December 19, 2007 1:48 PM To: arslist@ARSLIST.ORG Subject: Re: Handling 10,000+ tickets in an escalation The admin queue is single threaded, but it is only used for admin (specific) operations. The escalation queue, in your version, is single threaded. The fast/list queues are multi-threaded; this is where the bulk of the work is performed. Each thread, for each queue, has its own db session. Take a closer look at what the escalation was doing (what are the filters doing that it trips). Axton Grams On Dec 19, 2007 4:24 PM, Robert Halstead [EMAIL PROTECTED] wrote: ** Hello all, First off, we are using AR Server 6.3 patch 22. We have a escalation that automatically moves our incident tickets from resolved to closed after 48 hours of the ticket being resolved. We recently resolved around 40,000 tickets a couple of days ago not thinking of this escalation. Well, today, the escalation brought Remedy to a halt as the escalation took over all resources. If I remember the docs correctly, the arsystem uses the admin queue for all database connections correct? And if I also remember correctly, you can only have one admin queue. Why is this limitation in Remedy? And if there isn't a limit, what would be the suggested number? We have a server group of two servers and one database, we're thinking about using one server for all escalations and another that the users can use so that if this happens again, only the escalation server will be bogged down and not the server everyone is using. Is this a valid setup for a server group? Also, is there some way to force Remedy to say only resolve a limited number of tickets in a go? Like a SQL Limit statement? I'm sure we are not the only ones who have ran into this problem, but how do you guys handle that many tickets in a go? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Handling 10,000+ tickets in an escalation
This is a custom app, and I could see updating other forms as an issue. Looking at the workflow, we seem to just doing a lookup on the group form and setting a field on the ticket being closed. It wasn't using an index for the search. We are also inserting another ticket into a different form but using 1=2 as the set if condition so it's inserting everytime (audit trail form). What i'm thinking is that the escalation ended up using all 10 queues for it's operation not leaving a queue open for any user operations.. Is this as designed? Maybe this is just me, but wouldn't you want system processes not use up all the resources but leave a few open for any user requests? On Dec 19, 2007 3:16 PM, Grooms, Frederick W [EMAIL PROTECTED] wrote: ** The main things to look for are how many other forms are updated when a ticket is closed and are they updated using indexes. You don't specify if this is a custom application or a Remedy OTB App. The first thing that comes to mind preventing users from logging in is that the database may be getting bogged down, preventing the User record from being read. Fred (Sorry about the blank response, some day's I hate windoze) -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Robert Halstead *Sent:* Wednesday, December 19, 2007 3:59 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Handling 10,000+ tickets in an escalation ** Ahh, I see. I was wrong then thinking that the admin queue was the only one that had database access. So, then let me ask this. If the fast and list queues hold their own database connection and are multithreaded, and we currently have our queue sizes setup up so that the minimum is 1 and the maximum is 10 for both, why would this cause users to not be able to log in while this escalation was running? Also, is there anything in specific that i'm looking for in the filters while a ticket closes? On Dec 19, 2007 2:47 PM, Axton [EMAIL PROTECTED] wrote: The admin queue is single threaded, but it is only used for admin (specific) operations. The escalation queue, in your version, is single threaded. The fast/list queues are multi-threaded; this is where the bulk of the work is performed. Each thread, for each queue, has its own db session. Take a closer look at what the escalation was doing (what are the filters doing that it trips). Axton Grams On Dec 19, 2007 4:24 PM, Robert Halstead [EMAIL PROTECTED] wrote: ** Hello all, First off, we are using AR Server 6.3 patch 22. We have a escalation that automatically moves our incident tickets from resolved to closed after 48 hours of the ticket being resolved. We recently resolved around 40,000 tickets a couple of days ago not thinking of this escalation. Well, today, the escalation brought Remedy to a halt as the escalation took over all resources. If I remember the docs correctly, the arsystem uses the admin queue for all database connections correct? And if I also remember correctly, you can only have one admin queue. Why is this limitation in Remedy? And if there isn't a limit, what would be the suggested number? We have a server group of two servers and one database, we're thinking about using one server for all escalations and another that the users can use so that if this happens again, only the escalation server will be bogged down and not the server everyone is using. Is this a valid setup for a server group? Also, is there some way to force Remedy to say only resolve a limited number of tickets in a go? Like a SQL Limit statement? I'm sure we are not the only ones who have ran into this problem, but how do you guys handle that many tickets in a go? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Handling 10,000+ tickets in an escalation
Another funny thing, not only could I not log into Remedy, but couldn't log into it using the admin tool.. On Dec 19, 2007 3:39 PM, Robert Halstead [EMAIL PROTECTED] wrote: This is a custom app, and I could see updating other forms as an issue. Looking at the workflow, we seem to just doing a lookup on the group form and setting a field on the ticket being closed. It wasn't using an index for the search. We are also inserting another ticket into a different form but using 1=2 as the set if condition so it's inserting everytime (audit trail form). What i'm thinking is that the escalation ended up using all 10 queues for it's operation not leaving a queue open for any user operations.. Is this as designed? Maybe this is just me, but wouldn't you want system processes not use up all the resources but leave a few open for any user requests? On Dec 19, 2007 3:16 PM, Grooms, Frederick W [EMAIL PROTECTED] wrote: ** The main things to look for are how many other forms are updated when a ticket is closed and are they updated using indexes. You don't specify if this is a custom application or a Remedy OTB App. The first thing that comes to mind preventing users from logging in is that the database may be getting bogged down, preventing the User record from being read. Fred (Sorry about the blank response, some day's I hate windoze) -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Robert Halstead *Sent:* Wednesday, December 19, 2007 3:59 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Handling 10,000+ tickets in an escalation ** Ahh, I see. I was wrong then thinking that the admin queue was the only one that had database access. So, then let me ask this. If the fast and list queues hold their own database connection and are multithreaded, and we currently have our queue sizes setup up so that the minimum is 1 and the maximum is 10 for both, why would this cause users to not be able to log in while this escalation was running? Also, is there anything in specific that i'm looking for in the filters while a ticket closes? On Dec 19, 2007 2:47 PM, Axton [EMAIL PROTECTED] wrote: The admin queue is single threaded, but it is only used for admin (specific) operations. The escalation queue, in your version, is single threaded. The fast/list queues are multi-threaded; this is where the bulk of the work is performed. Each thread, for each queue, has its own db session. Take a closer look at what the escalation was doing (what are the filters doing that it trips). Axton Grams On Dec 19, 2007 4:24 PM, Robert Halstead [EMAIL PROTECTED] wrote: ** Hello all, First off, we are using AR Server 6.3 patch 22. We have a escalation that automatically moves our incident tickets from resolved to closed after 48 hours of the ticket being resolved. We recently resolved around 40,000 tickets a couple of days ago not thinking of this escalation. Well, today, the escalation brought Remedy to a halt as the escalation took over all resources. If I remember the docs correctly, the arsystem uses the admin queue for all database connections correct? And if I also remember correctly, you can only have one admin queue. Why is this limitation in Remedy? And if there isn't a limit, what would be the suggested number? We have a server group of two servers and one database, we're thinking about using one server for all escalations and another that the users can use so that if this happens again, only the escalation server will be bogged down and not the server everyone is using. Is this a valid setup for a server group? Also, is there some way to force Remedy to say only resolve a limited number of tickets in a go? Like a SQL Limit statement? I'm sure we are not the only ones who have ran into this problem, but how do you guys handle that many tickets in a go? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead
Re: Load Balancing
On server groups, all the application servers point to a central database. Currently, we have 2 production application servers that are load balanced through our F5 load balancer. Both servers are pointed to a central oracle database that runs on a different server. In your situation, you could keep the oracle database on the first server and just point the second server to that database or just move the database to a different server and have both application servers point to that database. A couple of things that I've noticed since we started the server group: - Check your load balancer to understand how it actually load balances. Ours for instance, balances based on IP's. Our problem resulting of this, is that all of our call center agents are NAT'd into one IP address while the rest of the company is NAT'd to a couple of others. Kind of defeats the purpose. - Make sure that the admin tool can modify workflow on both servers. With the load balancer, your not always going to get the same server (personal experience there). - Make sure that when you name your Remedy Application, that it is different accoss both servers. For example, if you have your first server name remedy and your second server is name remedy, you will not see both servers in the AR System Server Group Ranking form (personal experience there). - Make sure you set your AR System Server Group Rank form accordingly so that processes are not duplicated. Remember that both servers are pointing to the same database and hence the same workflow. This comes into view when running escalations. Currently, we have our first server doing all the e-mailing, escalations, and any other admin processes while the second server isn't assigned any tasks. - You may experience a license issue when you recieve your ServerGroup licenses from BMC. It's a bug that is hard to reproduce from their end apparently. We had to delete our .multilicense file and have the arsystem regenerate it. It's an annoying bugger. - Be aware that it took BMC several weeks to get our licenses and even then we had to resubmit several times because there was something wrong with them. When you do try to switch the servers over into ServerGroup mode make sure and keep the existing licenses in there so that you can roll back. We did this several times until we were sure all licenses were working correctly on both servers. Hopefully this helps you guys in your quest to have a server group. On Dec 12, 2007 1:25 PM, McManus Michael A SSgt HQ 754 ELSG/DOMH [EMAIL PROTECTED] wrote: ** Dear listers, We're in the process of a 7.0 upgrade and a new hardware configuration and we're trying to explore our options. I figured this is likely the best place to ask the pertinent questions. We just bought 3 new servers, and the plan was to set up a server group to help with load balancing. My question is what is the best way to handle something like this? We're totally new to this (we've always run on one production server with the database on the server) and our initial thought was 2 production servers with the user load split between the two and the third server as an external database. I was posed a question today and I'm unsure whether it can be done. Is it possible (and advisable if it is) to set up two production servers with a database on each server and have those databases effectively mirror each other in real time? I'm under the impression that a server grouping reduces stress on the server, but there is still a bottleneck at the database since all the servers in the group are using the same db. Anyone out there have experience with something like this that can point me in the right direction? Thanks much, Michael A. McManus, SSgt, USAF Remedy Developer HQ 754 ELSG/DOMH __20060125___This posting was submitted with HTML in it___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Need immidiate HELP HELP Pls
Mainly, when I'm debugging escalations, I usually tail the aresc.log and the arfilter.log. I would look at those. On Nov 15, 2007 1:01 PM, Hall Chad - chahal [EMAIL PROTECTED] wrote: Have you checked your escalation log, filter log, SQL log, arerror log, etc? One of those should give you some clues about what is going on. Chad Hall (501) 342-2650 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sarah Lake Sent: Sunday, April 08, 2007 10:47 AM To: arslist@ARSLIST.ORG Subject: Need immidiate HELP HELP Pls Hi I changing some data on prod sys with Escalations and the escalations should run quickly with the proper qualifier. But the problem I am facing now is that if I give a Issue number = 99 That escalation is taking in interval of 1 min is taking 30 min to 1 hr to update record. I have shut off all the e escalations that I am running still sys busy doing something. I have stopped Started remedy services didn't help anything. What should I do Need help ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are *** The information contained in this communication is confidential, is intended only for the use of the recipient 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 is strictly prohibited. If you have received this communication in error, please resend this communication to the sender and delete the original message or any copy of it from your computer system. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Mid-Tier - Retry
I think this usually appears when the form on the midtier is still sending/receiving information with the server. Do you have an Active Link on an interval with the form in question? On 10/31/07, patrick zandi [EMAIL PROTECTED] wrote: ** Hey all, I have a mid-tier form, that has tables that are automatically reloading every minute or so. however, getting the following popup.. anyone know how to remove it. the page cannot be refreshed without resending the information Click retry to sent the information again, or click cancel to reture to the page that you were trying to view. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Delete - Entry
Louise, Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$ 'Status-Dtl' = Pending I think you need an AND in that qualification. Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$ AND 'Status-Dtl' = Pending Application-Query-Delete-Entry takes 2 params, the first is the form name, the second is a qualification string. It's a little confusing, but the qualification string is not surrounded by quotes so it's hard to determine the 2 params. On 10/30/07, Blankenship, Mark (Mark) [EMAIL PROTECTED] wrote: I don't think so. I have always used 2 pieces of workflow. 1st. Sets flag to 'Delete'. Based on whatever qual. 2nd. If flagged, run Delete process. Mark Blankenship -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of E. Louise van Hine Sent: Monday, October 29, 2007 2:02 PM To: arslist@ARSLIST.ORG Subject: Can anyone tell me what is wrong with this syntax in the Application-Query-Delete Entry? The out of box filter just queries for the Request ID, but I need it to only delete entries with the parameter where the Status is Pending. Can this command take two variables? Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$ 'Status-Dtl' = Pending -- Regards, Louise van Hine [EMAIL PROTECTED] ___ 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 -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Slow Incident Submit time with SLM
William, We also get a lagged response from Remedy when a ticket is saved. We haven't been able to track it down to a cause but have been blaming it on the network. Essentially, the user client shows the ticket number created in the status bar right after the save button is clicked, however, upon save we have it re-open the saved ticket and seems to hang anywhere from 5-15 seconds before it the user tool goes through its stuff to open a new window (UI changes and so forth). I'm not sure if it's the user tool, the remedy server, or the network. Our situation is that the server is barely doing anything so it's hard to trace the problem. BTW, didn't mean to hijack your thread, sorry. Server: Remedy 6.3 patch 21 on Solaris 5.9 Database: Oracle On 10/30/07, Howard Richter [EMAIL PROTECTED] wrote: ** William, Are you also seeing a delay on the notification Howard On 10/30/07, William Rentfrow [EMAIL PROTECTED] wrote: ** I'm testing some stuff and I'm experiencing very slow Incident submit times right now. I'm using SLM 7.03 and Incident 7.02. I have two service targets defined for a particular Incident - and submit time has now gone to about 30 seconds for a single Incident. I'm working through the logs, etc - but is anyone else using SLM with IM? If so, what sort of save times are you getting when you create a new Incident that has Service Targets that attach? William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __20060125___This posting was submitted with HTML in it___ -- Howard Richter Remedy ServiceDesk Manager CedarCrestone Managed Services Center [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Clipboard access
I'm sure this has been talked about before, I've tried searching through all the archives but couldn't find a topic on this. I'm looking for a way to copy the content in a table field row to the clipboard. My ideal functionality would be that the user just double clicks on the table field row, and Remedy User would copy the contents of that row to the clipboard. I know the workaround would be to just have a character field and on a row click do a set fields on that character field and have the user ctrl-c ctrl-v, I just thought there might be some slick way to do this. I was kind of thinking about any OLE process? Any thoughts? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Is relational database design doable in Remedy?
Hey listeners, As we all know, a many to many table relationship in a database is a bad thing and the way to accomplish this correctly, in a database, would be to create an assignment table such that the ID's from the first table and second table are the only things stored. Is this possible to accomplish in Remedy? I am fixing our OLA violation workflow and need to modify the forms so that users may set their own. I came across this problem where, in our instance, a OLA Rule has 4 levels. Each level can have multiple groups assigned with multiple individuals per group. I would like to modularize this a little more in that group and the individuals are not copied again and again for each rule that wants to assign that group to them but instead have an assignment table to join the two. So I have a many to many relationship between Rules and Groups. I could have a many to many relationship on the Group - Individuals as well, but lets just stay with Rules - Groups for now as the solution (if there is one) will solve that problem. Is an assignment table possible in Remedy? Is this relational database design possible? Or do we just copy the data over and over again? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Is relational database design doable in Remedy?
I'm a software engineer and not a database modeler so excuse me if I'm a little slow putting this together as the last time I did something like this was in college. I realize the ups and dows of the 3rd normal form and all that. How exactly would I implement that in remedy? My regular forms are the Rules, Groups, and Individuals in my scenario. Would the assignment forms be a regular form that would just store the id's? And say I wanted to display a Rule and on the same form display the groups and individuals that would get notified for this rule, I would need to create Join Forms to link everything together correct? Am I on the right track here? I cry sometimes at night when Developing Remedy applications cause of the limited functionality compared to the languages I'm used to working with. Hell, SQL is more functional lol. On 9/27/07, Axton [EMAIL PROTECTED] wrote: Not following you here Rick: This means that every time that data element is updated, it must be propagated through every record in which it is referenced. If you want an example of applications built that way, look at Peregrine's applications. This the problem I see with a non-normalized model. For example, when you change a CTI, you have to update the assignment records, tickets, assets, components, changes, etc (speaking for 5.6 apps). Then you start to get into nasty situations: - workflow generates errors when workflow attempts to update the records - you have to consume a large number of resources on both the ar and db servers to update everything - data gets missed, if for no other reason that there are thousands of copies of it in hundreds of locations With a normalized model, you only update one value in one place to change what you see everywhere; it is only stored once. With a non-normalized model, the value has to be updated everywhere it is stored. There exists a proper application for both approaches. What I see in the Remedy apps is that everything is copied everywhere; this makes it very difficult to do certain types of operations in the apps. Axton Grams On 9/27/07, Rick Cook [EMAIL PROTECTED] wrote: ** Be careful of that, though. The upside to DB normalization is that you only have one copy of a data element. The downside to DB normalization is that you only have one copy of a data element. This means that every time that data element is updated, it must be propogated through every record in which it is referenced. If you want an example of applications built that way, look at Peregrine's applications. Rick On 9/27/07, James Van Sickle [EMAIL PROTECTED] wrote: Yes, you can design forms and workflow in such a way that they follow database normalization techniques. You can create an Assignment form whose sole purpose is to track the many to many relationship. I would highly recommend mapping it out in Visio or another tool first before you start doing anything in Remedy Admin, though. (Embedded image moved to file: pic21520.gif)Countrywide James Van Sickle Remedy Developer IT - Remedy Development http://www.countrywide.com Robert Halstead [EMAIL PROTECTED] COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList) Subject [EMAIL PROTECTED] [ARSLIST] Is relational database ORG design doable in Remedy? 09/27/2007 10:38 AM Please respond to [EMAIL PROTECTED] RG Hey listeners, As we all know, a many to many table relationship in a database is a bad thing and the way to accomplish this correctly, in a database, would be to create an assignment table such that the ID's from the first table and second table are the only things stored. Is this possible to accomplish in Remedy? I am fixing our OLA violation workflow and need to modify the forms so that users may set their own. I came across this problem where, in our instance, a OLA Rule has 4 levels. Each level can have multiple groups assigned with multiple individuals per group. I would like to modularize this a little more in that group and the individuals are not copied again and again for each rule that wants to assign that group to them but instead have an assignment table to join the two. So I have a many to many relationship between Rules and Groups. I could have a many to many relationship on the Group - Individuals as well, but lets just stay with Rules - Groups for now as the solution (if there is one) will solve that problem. Is an assignment table possible in Remedy? Is this relational database design
Re: Is relational database design doable in Remedy?
On a reporting aspect, I'm not sure if we would report on the OLA
Rules themselves. Maybe we will, maybe we wont I can't say for sure.
The only report I can think of is a list of the current ola rules in
the system. I do agree that for reporting purposes you would want
static data and not dynamic.
I am very new to Remedy so I haven't experienced that much besides the
adding/modifing of forms and workflow. Haven't even touch vendor
forms.
I do think of the ars programming structure as limiting because I've
had so much freedom in the past and now I'm restricted to a modified
SQL structure in the admin tool. Though I'll admit that the admin
tool does a lot in the background and I'm not very fluent in the SQL
language but I can get around. I have not had the chance to develop
any java stuff for Remedy yet as I'm not quite sure how to incorporate
it into the User tool, or the Admin tool, if that is possible.
It's hard for me to visualize a remedy form as a complete object
Carey, though a little more easier if you place the form inside an
application as only there you can limit visible forms. This whole
database OO concept is a little difficult for me to conceptulize as
I'm used to:
public class myObject inherits Object {
public myObject instance;
private Queueint myQueue;
private myObject() {}
};
Guess I just need it spelled out for me lol. My initial reason for
the question was to limit the amount of copied data between each form.
I was just thinking that in a normalized table this would be a little
easier to maintain as then each user would not have to modify every
rule that has that group.
Getting back to my scenario, I think that OLA Rules that specify the
timers and everything wouldn't need to be reported on by anyone but
the OLA Violations that occur would. I was just having a hard time
drawing it out in my head and on paper as to me, it doesn't seem like
Remedy makes it very easy to do but doable.
I think I have figured out my scenario and how to implement it. I
agree that there is more potential in Remedy that I don't realize yet
as I haven't had the time to experiment. Just by listening to the list
and reading the articles has me exited for what can be done.
___
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Re: Friday Humour RE: JOB: Remedy position in Kuwait (UNCLASSIFIED)
As a college graduate, graduating as a Software Engineer (BS Degree), I don't see how becoming a PE would help me. After looking at the the NCEES website, I don't see how becoming a PE would significantly help a Software Engineer as none of the exams seem to touch software specific categories. I do think that a Software Engineer should know basics about the topics the exams cover. I think the equivilent to the PE for Sofware Engineers would be certifications from the different companies (Sun, IBM, Microsoft, BMC, etc.). I'm still fairly new to the Software Engineering community (graduated in 1999) so I could be wrong in this assumption. On 9/7/07, Shellman, David [EMAIL PROTECTED] wrote: ** In many countries to practice engineering, you are required to be licensed. In the US, this requires that you first pass an 8 hour endurance test called the EIT or Engineer in Training. Then you apprentice for 5 years under other licensed engineers. Finally you are eligible to take another 8 hour exam, the Profession Engineer (PE) exam. In Civil Engineering one chooses which 8 questions they will answer out of the dozen or so choices presented to them in the PE. Each question is multi-part and designed to take an hour to completely answer the question. Dave Shellman PE From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kern, Robert SBA Sent: Friday, September 07, 2007 12:13 PM To: arslist@ARSLIST.ORG Subject: Re: Friday Humour RE: JOB: Remedy position in Kuwait (UNCLASSIFIED) ** Well, anyway ... they can be specialized in Remedy ... did not say or does not mean that they can't be specialized in other areas as well, right? :-) I think Engineer is an interesting topic ... after a quick n' dirty check with wiki the expression seems to be, or not to be, protected depending on the country. Also even when protected, different meaning depending on country. Like Engineer could rate from being something like the expert that makes the coffee to really someone who passed a certain degree. Anyway, peace cheers and a nice weekend :-) Robert Germany -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller Sent: Friday, September 07, 2007 5:59 PM To: arslist@ARSLIST.ORG Subject: Re: Friday Humour RE: JOB: Remedy position in Kuwait (UNCLASSIFIED) Q: How many Remedy Developers does it take to change a lightbulb? A: All of them. One does the development, and the rest sit around and say I could have done it better than that! On Fri, 7 Sep 2007, Opela, Gary L Contr OC-ALC/ITMA wrote: I was kind of wondering that myself Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of arslist Sent: Friday, September 07, 2007 9:31 AM To: arslist@ARSLIST.ORG Subject: Friday Humour RE: JOB: Remedy position in Kuwait (UNCLASSIFIED) ** They specialize in Remedy, have only 50 people on that team. What do the other 200 do, change lightbulbs?? We are a company specializing in Remedy consulting and development with a team of 250+ engineers. Currently our Remedy team is 50 people strong . ... Daniel From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: September 7, 2007 6:19 AM To: arslist@ARSLIST.ORG Subject: Re: JOB: Remedy position in Kuwait (UNCLASSIFIED) Vikram, As an individual that took and passed both the Engineer in Training and Professional Engineer tests, could you clarify your use of the word engineer? Are your 250+ individuals licensed software engineers? Dave Shellman, PE Dave -- [EMAIL PROTECTED] (Wireless) __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 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives
Re: OT-Friday Humor - Abbott and Costello
I'm defiantly not old enough to remedy Abbott and Costello, but I've heard of the famous sketch and after reading this I went over to youtube to watch the actual sketch. Truly some funny stuff. Thanks Claire. On 8/31/07, Sanford, Claire [EMAIL PROTECTED] wrote: ** You may have seen this You have to be old enough to remember Abbott and Costello, and too old to REALLY understand computers, to fully appreciate this. For those of us who sometimes get flustered by our computers, please read on... If Bud Abbott and Lou Costello were alive today, their infamous sketch, Who's on First? might have turned out something like this: ABBOTT: Super Duper computer store. Can I help you? COSTELLO: Thanks I'm setting up an office in my den and I'm thinking about buying a computer. ABBOTT: Mac? COSTELLO: No, the name's Lou. ABBOTT: Your computer? COSTELLO: I don't own a computer. I want to buy one. ABBOTT: Mac? COSTELLO: I told you, my name's Lou. ABBOTT: What about Windows? COSTELLO: Why? Will it get stuffy in here? ABBOTT: Do you want a computer with Windows? COSTELLO: I don't know. What will I see when I look at the windows? ABBOTT: Wallpaper. COSTELLO: Never mind the windows. I need a computer and software. ABBOTT: Software for Windows? COSTELLO: No. On the computer! I need something I can use to write proposals, track expenses and run my business . What do you have? ABBOTT: Office. COSTELLO: Yeah, for my office. Can you recommend anything? ABBOTT: I just did. COSTELLO: You just did what? ABBOTT: Recommend something. COSTELLO: You recommended something? ABBOTT: Yes. COSTELLO: For my office? ABBOTT: Yes. COSTELLO: OK, what did you recommend for my office? ABBOTT: Office. COSTELLO: Yes, for my office! ABBOTT: I recommend Office with Windows. COSTELLO: I already have an office with windows! OK, let's just say I'm sitting at my computer and I want to type a proposal. What do I need? ABBOTT: Word. COSTELLO: What word? ABBOTT: Word in Office. COSTELLO: The only word in office is office. ABBOTT: The Word in Office for Windows. COSTELLO: Which word in office for windows? ABBOTT: The Word you get when you click the blue W. COSTELLO: I'm going to click your blue w if you don't start with some straight answers. What about financial bookkeeping? You have anything I can track my money with? ABBOT T: Money. COSTELLO: That's right. What do you have? ABBOTT: Money. COSTELLO: I need money to track my money? ABBOTT: It comes bundled with your computer. COSTELLO: What's bundled with my computer? ABBOTT: Money. COSTELLO: Money comes with my computer? ABBOTT: Yes. No extra charge. COSTELLO: I get a bundle of money with my computer? How much? ABBOTT: One copy. COSTELLO: Isn't it illegal to copy money? ABBOTT: Microsoft gave us a license to copy Money. COSTELLO: They can give you a license to copy money? ABBOTT: Why not? THEY OWN IT! A few days later. ABBOTT: Super Duper computer store. Can I help you? COSTELLO: How do I turn my computer off? ABBOTT: Click on START. __20060125___This posting was submitted with HTML in it___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT-Friday Humor - Abbott and Costello
Bah, I've been working on Remedy too much... that should be remember. lol On 8/31/07, Robert Halstead [EMAIL PROTECTED] wrote: I'm defiantly not old enough to remedy Abbott and Costello, but I've heard of the famous sketch and after reading this I went over to youtube to watch the actual sketch. Truly some funny stuff. Thanks Claire. On 8/31/07, Sanford, Claire [EMAIL PROTECTED] wrote: ** You may have seen this You have to be old enough to remember Abbott and Costello, and too old to REALLY understand computers, to fully appreciate this. For those of us who sometimes get flustered by our computers, please read on... If Bud Abbott and Lou Costello were alive today, their infamous sketch, Who's on First? might have turned out something like this: ABBOTT: Super Duper computer store. Can I help you? COSTELLO: Thanks I'm setting up an office in my den and I'm thinking about buying a computer. ABBOTT: Mac? COSTELLO: No, the name's Lou. ABBOTT: Your computer? COSTELLO: I don't own a computer. I want to buy one. ABBOTT: Mac? COSTELLO: I told you, my name's Lou. ABBOTT: What about Windows? COSTELLO: Why? Will it get stuffy in here? ABBOTT: Do you want a computer with Windows? COSTELLO: I don't know. What will I see when I look at the windows? ABBOTT: Wallpaper. COSTELLO: Never mind the windows. I need a computer and software. ABBOTT: Software for Windows? COSTELLO: No. On the computer! I need something I can use to write proposals, track expenses and run my business . What do you have? ABBOTT: Office. COSTELLO: Yeah, for my office. Can you recommend anything? ABBOTT: I just did. COSTELLO: You just did what? ABBOTT: Recommend something. COSTELLO: You recommended something? ABBOTT: Yes. COSTELLO: For my office? ABBOTT: Yes. COSTELLO: OK, what did you recommend for my office? ABBOTT: Office. COSTELLO: Yes, for my office! ABBOTT: I recommend Office with Windows. COSTELLO: I already have an office with windows! OK, let's just say I'm sitting at my computer and I want to type a proposal. What do I need? ABBOTT: Word. COSTELLO: What word? ABBOTT: Word in Office. COSTELLO: The only word in office is office. ABBOTT: The Word in Office for Windows. COSTELLO: Which word in office for windows? ABBOTT: The Word you get when you click the blue W. COSTELLO: I'm going to click your blue w if you don't start with some straight answers. What about financial bookkeeping? You have anything I can track my money with? ABBOT T: Money. COSTELLO: That's right. What do you have? ABBOTT: Money. COSTELLO: I need money to track my money? ABBOTT: It comes bundled with your computer. COSTELLO: What's bundled with my computer? ABBOTT: Money. COSTELLO: Money comes with my computer? ABBOTT: Yes. No extra charge. COSTELLO: I get a bundle of money with my computer? How much? ABBOTT: One copy. COSTELLO: Isn't it illegal to copy money? ABBOTT: Microsoft gave us a license to copy Money. COSTELLO: They can give you a license to copy money? ABBOTT: Why not? THEY OWN IT! A few days later. ABBOTT: Super Duper computer store. Can I help you? COSTELLO: How do I turn my computer off? ABBOTT: Click on START. __20060125___This posting was submitted with HTML in it___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Creating/Displaying Flashboards
You're right in that it looks like an http error page. I pretty sure the flashboards object are infact view fields specifically tailored to flashboards. A couple things comes to mind, 1) I'm using 6.3 so it may be different, but is your default web path setup correctly in the admin tool? (server information - Advanced). 2) It could be that your mid-tier server list is not reflected correctly in the hosts file, so the dns lookup fails. 3) There is a url that you can build yourself to see if there is problem with the url the user tool is building when it loads up a flashboard. http://webserver:port/arsys/servlet/FBImageServlet?server=ars_serverflashboard=fbnameusername=usernamepwd=passwordheight=500width=500 4) Maybe paths on your box are not reflecting the correct java libraries or does not reflect the right path to java. Just some things to think about. On 8/30/07, Cupp, Michael E Jr. CTR USAF AFRL/SNOD [EMAIL PROTECTED] wrote: ** I am in a 2 tier environment running ARS v7.0 and am trying to create/display a Flashboard Object on a form. I have created the FB Variable item. I have used that to create a Flashboard Object. I have then created a data visualization object and configured it to use the FB object which I created, but the problem is that when I view the form, it displays the Data Visualization object as an error page, and looks very similar to an IE browser error page when you can't load/view the site. Can anyone help me with this? Thanks! Michael --- Michael Cupp, Jr., Contractor, RCF Oracle Database Administrator AFRL EBS Helpdesk Team Lead AFRL/SNOD Enterprise Operations Center Wright-Patterson AFB, Ohio DSN 785-3827 __20060125___This posting was submitted with HTML in it___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Removing mass amount of Users
I'm wondering if I can't run an escalation to remove a bunch of users out of our test environment. We're using the configuration utility in Remedy and I know that I could just do a wipe of the user form but I want all the other data the configuration utility stores in other forms gone too. We're trying to make development more like production and I plan to only have our testers in development. Is there a way to quickly do this? Or do I need to go through each user and manually click delete in the Configuration utility? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Removing mass amount of Users
I'm sorry, I should have stated that first lol. I'm running Remedy 6.3 with the Change Management module and configuration module. I'm pretty sure it's not ITSM but just the Change Module. Has a bunch of SHR and SHRCFG forms I know that. On 8/21/07, Robert Molenda [EMAIL PROTECTED] wrote: What version of ARS Application(s) are you running? My answer might be different... Thanks-n-advance; HDT Platform Incident / Problem Manager Architect Robert Molenda IT OS PA Tel: +1 408 503 2701 Fax: +1 408 503 2912 Mobile: +1 408 472 8097 [EMAIL PROTECTED] Quality begins with your actions. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Halstead Sent: Tuesday, August 21, 2007 8:34 AM To: arslist@ARSLIST.ORG Subject: Removing mass amount of Users I'm wondering if I can't run an escalation to remove a bunch of users out of our test environment. We're using the configuration utility in Remedy and I know that I could just do a wipe of the user form but I want all the other data the configuration utility stores in other forms gone too. We're trying to make development more like production and I plan to only have our testers in development. Is there a way to quickly do this? Or do I need to go through each user and manually click delete in the Configuration utility? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ 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 -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Removing mass amount of Users
You are the man Robert! The man! I didn't realize all the forms the user was tied to. And your right, the functionality of deleting a user is broken as I sometimes see ghost users when we assign Change tickets. Thanks a lot. Saves me some time trying to back trace everything ( though I need to do it anyway to get myself more knowledge of how the Configuration utility and change module work). By the way, is there any technical docs on how these two modules work together? Or am I forced to go through the workflow? On 8/21/07, Robert Molenda [EMAIL PROTECTED] wrote: No problem, we all sometimes press the SEND button a sentence short of a full-email ;) Unless they corrected it in ITSM6 the workflow on delete of 'User' table records does not cascade into the Application... And update of SHR:People Support Staff from Yes to No did not clean up the Application either. So, here you go, you can create ONE FILTER on User for Delete to do the below indicated actions, just remember that the cleanup must be performed to the application forms... (as well as any custom forms which might contain user references) I like to use the Application-Delete-Entry-Query process to do these things... First ensure the server is setup in Development Cache mode. Backup The Database (CYA Measure :) ) AR System User Preference - Delete records where 'Login Name' = $Login Name$ SHR:Assignment - Delete records where 'Assignee Type' = In Group with Skills AND 'LoginIndivOrGroup' = $Login Name$ SHR:PersonalPreferences - Delete records where 'Login Name+' = $Login Name$ SHR:Reminders - Delete records where 'AR Login' = $Login Name$ SHR:People - Update the record, set Support Staff = No (You could delete it if not needed) Restart the ARSystem OPTIONALLY: Update CHG:Change - Set 'Supervisor Name+' = $NULL$ where 'Supervisor Name+' = $Full Name$ Update CHG:Task - Set 'Implementor Name+' = $NULL$ where 'Implementor Name+' = $FULL NAME$ Delete from CHG:ApprovalID where 'Approver Login' = $USER$ I think that is about it. HTH Thanks-n-advance; HDT Platform Incident / Problem Manager Architect Robert Molenda IT OS PA Tel: +1 408 503 2701 Fax: +1 408 503 2912 Mobile: +1 408 472 8097 [EMAIL PROTECTED] Quality begins with your actions. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Halstead Sent: Tuesday, August 21, 2007 9:55 AM To: arslist@ARSLIST.ORG Subject: Re: Removing mass amount of Users I'm sorry, I should have stated that first lol. I'm running Remedy 6.3 with the Change Management module and configuration module. I'm pretty sure it's not ITSM but just the Change Module. Has a bunch of SHR and SHRCFG forms I know that. On 8/21/07, Robert Molenda [EMAIL PROTECTED] wrote: What version of ARS Application(s) are you running? My answer might be different... Thanks-n-advance; HDT Platform Incident / Problem Manager Architect Robert Molenda IT OS PA Tel: +1 408 503 2701 Fax: +1 408 503 2912 Mobile: +1 408 472 8097 [EMAIL PROTECTED] Quality begins with your actions. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Halstead Sent: Tuesday, August 21, 2007 8:34 AM To: arslist@ARSLIST.ORG Subject: Removing mass amount of Users I'm wondering if I can't run an escalation to remove a bunch of users out of our test environment. We're using the configuration utility in Remedy and I know that I could just do a wipe of the user form but I want all the other data the configuration utility stores in other forms gone too. We're trying to make development more like production and I plan to only have our testers in development. Is there a way to quickly do this? Or do I need to go through each user and manually click delete in the Configuration utility? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ 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 -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers
Re: BMC have done it again
so I'm confused now. For patches to Remedy, do we go through the EPD or the old way? I'm looking for patch 22 but I'm not sure if the files the EPD are the up-to-date files or some other version. Also, has anyone had any trouble actually downloading the patch contents the old way? It seems that IE become un-responsive after a little while. I'm tring to get the documentation on the server patch and it seems to kill IE. On 8/20/07, patrick zandi [EMAIL PROTECTED] wrote: ** must have got confused with the email sent me by BMC is says.. New Electronic Product Distribution Site for All BMC Software Products Our BMC Software Customer Support Web site has been enhanced to provide our customers with greater self-service capabilities. The launch of our new Electronic Product Distribution site gives you increased direct access to our products and offers: A single download site for all BMC products Self-serve maintenance downloads Ease of use through a four-step download process and search capabilities License Key Information for each version of your product Individualized Favorites list of products Thanks Dave.. On 8/20/07, Easter, David [EMAIL PROTECTED] wrote: ** I thought it was going to provide me with my licesnes too, I just did not see it though... ? License key generation is not within the EPD structure and remains available in its original location on Support Central. You can find it under the Licensing and Passwords link. http://www.bmc.com/info_center_support/overview/0,3252,19097_61032733,00.html There are links to this site within the license key information document for each product. Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit 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 patrick zandi Sent: Monday, August 20, 2007 5:20 AM To: arslist@ARSLIST.ORG Subject: Re: BMC have done it again ** Tested it a minute ago.. worked fine.. The only complaint I had was the search function, if you previously selected a product then decided to add something with seach text - it clears out what you selected. Works Great.. Much better tool. I thought it was going to provide me with my licesnes too, I just did not see it though... ? On 8/20/07, Ian Trimnell [EMAIL PROTECTED] wrote: ** Just went to BMC Support Central to check out the latest patches and have noticed that they have gone and changed the product download area. This has now changed to Electronic Product Distribution (or EPD) and it does not now work with any of my browsers :-( Response from https://webapps.bmc.com/epd/ is: Proxy Error The proxy server received an invalid response from an upstream server. The proxy server could not handle the request GET /epd/. Reason: Error reading from remote server Why oh why do these people go and change things? BTW, I am using Firefox 2 and IE 6 and they both worked with the old download system. So my question to BMC is 'what has changed?' Yours in frustration, Ian Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC have done it again
I see. Still would just be nice to go to one place for everything... oh well. I figured out that IE seems to crash when downloading patch content from BMC (not sure if it's me or them). But I was able to download via firefox. Though, I'm not able to search the KB with firefox... grrr.. On 8/20/07, Easter, David [EMAIL PROTECTED] wrote: The EPD only replaces the place where you used to go to download entire products - i.e. the Download portion of the Downloads Patches link. The patches are still provided in the same way that they were prior to the new EPD going live. Here's many of the important links that get requests on ARSList: Q) I want to download a product that I bought, have under support, or that I want to trial A) Go to the EPD link at: http://webapps.bmc.com/epd Q) I want to get patches for a product A) Go to the Product Patches link at: http://www.bmc.com/server/available.cfm?fc=REMPATCH Q) I want to request a key either for trial, temporary or permanent use A) Go to the License and Password link at: http://www.bmc.com/info_center_support/overview/0,3252,19097_61032733,00 .html Q) I want to find a documentation guide, statement of direction, white paper or technical bulletin A) Go to the Documentation link at: http://www.bmc.com/info_center_support/overview/0,3252,19097_4736144,00. html Q) I want to check the compatibility matrix A) Go to the Compatibility matrix link at: http://www.bmc.com/support/bmcremedycomp/index.htm Q) I want to find information for developers, ask a general question or download community available utilities A) Go to the BMC Developer's Network link at: http://developer.bmc.com/ Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit 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. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Halstead Sent: Monday, August 20, 2007 12:01 PM To: arslist@ARSLIST.ORG Subject: Re: BMC have done it again so I'm confused now. For patches to Remedy, do we go through the EPD or the old way? I'm looking for patch 22 but I'm not sure if the files the EPD are the up-to-date files or some other version. Also, has anyone had any trouble actually downloading the patch contents the old way? It seems that IE become un-responsive after a little while. I'm tring to get the documentation on the server patch and it seems to kill IE. On 8/20/07, patrick zandi [EMAIL PROTECTED] wrote: ** must have got confused with the email sent me by BMC is says.. New Electronic Product Distribution Site for All BMC Software Products Our BMC Software Customer Support Web site has been enhanced to provide our customers with greater self-service capabilities. The launch of our new Electronic Product Distribution site gives you increased direct access to our products and offers: A single download site for all BMC products Self-serve maintenance downloads Ease of use through a four-step download process and search capabilities License Key Information for each version of your product Individualized Favorites list of products Thanks Dave.. On 8/20/07, Easter, David [EMAIL PROTECTED] wrote: ** I thought it was going to provide me with my licesnes too, I just did not see it though... ? License key generation is not within the EPD structure and remains available in its original location on Support Central. You can find it under the Licensing and Passwords link. http://www.bmc.com/info_center_support/overview/0,3252,19097_61032733, 00.html There are links to this site within the license key information document for each product. Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit 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 patrick zandi Sent: Monday, August 20, 2007 5:20 AM To: arslist@ARSLIST.ORG Subject: Re: BMC have done it again ** Tested it a minute ago.. worked fine.. The only complaint I had was the search function, if you previously selected a product then decided to add something with seach text - it clears out what you selected. Works
ARERR 1950 question
According to the docs: 1950 - Error loading menu. Character menu expansion failed in the symbols library; the menu did not load. This is often caused by a lack of space in the Windows resource heap when loading large menus. Even though Windows doesn't report a low resource warning.. is this like a preemptive error to that? I'm thinking the only way not to get this error is to reboot the box and hope it doesn't come back? Are there any debugging we can do on the User tool to help resolve this error or is it pretty much Windows all the way? Any thoughts? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: View Field HTML Email Templates
If you were going to do the view field, you could do this a couple ways: 1) A really complicated way is to use PHP, a webserver, and web services in Remedy to have php display out a nicely formatted html page with current information retrieved from Remedy given a ID. You can use the GET method to submit the ticket id so php can retrieve the information. 2) via workflow, replace the template's keywords with the actual data from the fields. This could be tedious given a lot of fields. Outside of the view form, the quick and dirty way would be to just send the email to the user or use Crystal reports if you use them. On 7/27/07, Shawn Stonequist [EMAIL PROTECTED] wrote: Greetings List!!! I've setup a series of HTML Email templates for one of our customers that successfully sends under various conditions when the end-user list in the entry has an email address- everything works perfectly! Now, this customer wants to be able to make a printout to be snail-mailed to end-users that do not have email addresses. I had two thoughts on how to do this, but neither has been successful: 1) Create a View Field, with a Set Field action that pulls the HTML Email Template, then the user can right-click and print. 2) Send the user to an HTML webpage that displays the HTML Email Template. I prefer #1, since any updates will be applied to both x-mails at the same time, however, on neither of these options have I been able to get the values to populate (e.g. #$$Last Name$$# in the email is still #$$Last Name$$# in the View field, even though the Last Name should display Smith instead). Any ideas? My only other thought was to email the user, and they would then print from their email, though this would involve several more steps and a waiting period, which they would prefer to avoid. Thanks SOOO much!!! Shawn Stonequist EMNS, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Server Clustering and Load Balancing
We just recently got a server group up and running in our environment. We're using Big IP F5 to load balance between the two servers. So far we have had no problems load balencing between them except for the hardware itself. The F5 doesn't do fail over very well unless the whole server box goes down. On 7/27/07, Jase Brandon [EMAIL PROTECTED] wrote: ** Hello All, Due to growing performance issues, We are exploring the possibility of moving our existing server to a clustered environment and utilizing load balancing technologies. I wondered if anyone has any best case scenarios/success stories or any information at all regarding this topic. Thanks in Advance, Jase Brandon Remedy Administration/Development Customer Support Systems Group Desk - (615) - 320-4494 Cell - (334) - 318-5426 [EMAIL PROTECTED] DaVita Inc. __20060125___This posting was submitted with HTML in it___ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Attachement Updation
I'm not entirely sure on this, but couldn't you do a filter on modify with a run-if condition as: 'TR.Attachment' != 'DB.Attachment' ?? I'm not entirely sure how remedy stores the attachments. It might work Anyone else ?? On 7/27/07, Meenakshinathan [EMAIL PROTECTED] wrote: Hi Listers, In my application, at first stage users can attach 3-4 files. when the request assinged to next stage, that next stage user can edit or modify the attachment and can upload it again. In this stage my client has an requirement like, first stage user to be notified whenever any attachement is updated. If anybody came throrough this , can you please let me know how do i implement this? Thanks, Meenakshinathan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Guided Entry
Yes I have. Basically, the form selection is where the entry will reside. The entry point active link is the AL that is fired. It is important to note that by setting the entry point AL, it will override the list of active links that you can set on the second page when creating the guide. Usually if I need additional workflow to fire, I'll setup two guides: One that is assigned the entry point active link, which in turn, calls another active link guide. You weren't very descriptive so I hope this helps. On 7/27/07, Pargeter, Christie [EMAIL PROTECTED] wrote: Has anyone built Guided Entry for MidTier 6.3? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Guided Entry
Ah, that would explain things a little. I haven't made those yet, however, I believe what your after is the wait if-action of an active link. I believe how this works is that wait halts the guide allowing you to perform some other actions. In the wait if-action you specify the label of the button the user will press to continue the guide. As I am in the process of thinking this through for our own company, here's what I got so far. The way I kind-of figured this would work is to use the active link guide in conjunction with a page holder. On each page the information is organized into sections and the user is prompted on each page what to fill out. The guide would be strictly used as flow control over the page holder and instead of popping up message boxes, each page would have a text trim field explaining the fields and the data the user is supposed to enter. The user would simple fill out the fields on the page and click the continue button to allow the guide to move to the next page and so on. On an overview of the entire form, this whole page holder wizard would be in a separate view, on the form that the wizard is on, so that as the user is filling out the actual fields and when they save, there would be no need for the developer to use a push fields action to push the data to another form as they would simply need to commit changes. After the save, or when ever the form needs to be displayed, the form would just be re-opened to the original view that laid out all the information in what ever way you had it the first place. Again, this is just a rough draft I have been circling in my head for a while now. I think this would get you in the right direction though =) On 7/27/07, Pargeter, Christie [EMAIL PROTECTED] wrote: What I am trying is the Active Link Guides that will walk someone through how to fill out the form. We have a screen that some people only look at once every other month to once every 6 months. They think it is really hard to fill out but we need all the data. So, I was hope to build a set of guide that will walk them through what to put in each field. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Halstead Sent: Friday, July 27, 2007 2:39 PM To: arslist@ARSLIST.ORG Subject: Re: Guided Entry Yes I have. Basically, the form selection is where the entry will reside. The entry point active link is the AL that is fired. It is important to note that by setting the entry point AL, it will override the list of active links that you can set on the second page when creating the guide. Usually if I need additional workflow to fire, I'll setup two guides: One that is assigned the entry point active link, which in turn, calls another active link guide. You weren't very descriptive so I hope this helps. On 7/27/07, Pargeter, Christie [EMAIL PROTECTED] wrote: Has anyone built Guided Entry for MidTier 6.3? __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ 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 -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Guided Entry
I believe that in the mid-tier the prompt bar option is ignored and functions as a message box. On 7/27/07, Pargeter, Christie [EMAIL PROTECTED] wrote: Exactly!! But when they first came out you couldn't use these on the web. The prompt bar wouldn't show. That is why I am wondering, if anyone has done this with MidTier and if the prompt bar displays or if I should try something else. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head Sent: Friday, July 27, 2007 3:21 PM To: arslist@ARSLIST.ORG Subject: Re: Guided Entry Ok...now this is really rusty in my head...so please forgive the cobwebs...but when Active Link Guides were first presented they were presented for exactly what you are talking about. Here is what I remember of the process 1 Create Button and AL that starts the guide 2a AL does a setfield to field 1 2b message action (ensuring to check that box that says something about displaying in prompt bar) that tells the user what to do in this field 2b wait action Repeat step 2 for each field. When the prompt bar checkbox is used it displays another area of the screen (at the bottom if I remember correctly) that displays the message. When they are done with that field they can either press Tab or a continue button that shows up in the prompt area. Then it goes to the next AL, so on and so forth until either the guide is exited (I think there is a cancel button automatically created) or you tell it to exit guide...or it finishes all of the AL's in the guide. It's a pain in the ass to setup but does exactly what Robert is looking for...the ability to provide field by field instructions. Please let me know if this is what you were looking for -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Halstead Sent: Friday, July 27, 2007 4:08 PM To: arslist@ARSLIST.ORG Subject: Re: Guided Entry Ah, that would explain things a little. I haven't made those yet, however, I believe what your after is the wait if-action of an active link. I believe how this works is that wait halts the guide allowing you to perform some other actions. In the wait if-action you specify the label of the button the user will press to continue the guide. As I am in the process of thinking this through for our own company, here's what I got so far. The way I kind-of figured this would work is to use the active link guide in conjunction with a page holder. On each page the information is organized into sections and the user is prompted on each page what to fill out. The guide would be strictly used as flow control over the page holder and instead of popping up message boxes, each page would have a text trim field explaining the fields and the data the user is supposed to enter. The user would simple fill out the fields on the page and click the continue button to allow the guide to move to the next page and so on. On an overview of the entire form, this whole page holder wizard would be in a separate view, on the form that the wizard is on, so that as the user is filling out the actual fields and when they save, there would be no need for the developer to use a push fields action to push the data to another form as they would simply need to commit changes. After the save, or when ever the form needs to be displayed, the form would just be re-opened to the original view that laid out all the information in what ever way you had it the first place. Again, this is just a rough draft I have been circling in my head for a while now. I think this would get you in the right direction though =) On 7/27/07, Pargeter, Christie [EMAIL PROTECTED] wrote: What I am trying is the Active Link Guides that will walk someone through how to fill out the form. We have a screen that some people only look at once every other month to once every 6 months. They think it is really hard to fill out but we need all the data. So, I was hope to build a set of guide that will walk them through what to put in each field. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Halstead Sent: Friday, July 27, 2007 2:39 PM To: arslist@ARSLIST.ORG Subject: Re: Guided Entry Yes I have. Basically, the form selection is where the entry will reside. The entry point active link is the AL that is fired. It is important to note that by setting the entry point AL, it will override the list of active links that you can set on the second page when creating the guide. Usually if I need additional workflow to fire, I'll setup two guides: One that is assigned the entry point active link, which in turn, calls another active link guide. You weren't very descriptive so I hope this helps. On 7/27
HELP! Database is mismatched on second server in the server group!
We just brought up our second server in our server group and we noticed that in the Admin tool, the workflow doesn't look the same as the workflow in our first server. Even though they are pointed at the same database. Any thoughts to make the second server see the same data? I can provide any information, just am not sure what to include right now. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HELP! Database is mismatched on second server in the server group!
I'm sorry, I just had a blonde moment.. everything looks correct... On 7/20/07, Robert Halstead [EMAIL PROTECTED] wrote: We just brought up our second server in our server group and we noticed that in the Admin tool, the workflow doesn't look the same as the workflow in our first server. Even though they are pointed at the same database. Any thoughts to make the second server see the same data? I can provide any information, just am not sure what to include right now. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Question about Field ID's in the 200000000 range
I've tried to look through the docs on field ID's in the 200,000,000 range but have turned up nothing. I was thinking it was some global field id however, according to the docs, regular global fields are 100-200,000,000 and window global fields are 300,000,000 - 500,000,000 or something like that. So what exactly is the 200 million range for? Application Global fields? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Server Group question
We just successfully got our server group up and running. However, we're not seeing the two servers in the Server Ranking form, we're only seeing the one remprd server name which happens to be the server group name. We were confused on setting a server-connect-name in the ar.conf when we were reading about it in the documentation. We need a common server-name for the workflow to access remedy correct? but different server-connect-names? I'm a little confuse on how Remedy determines the different servers and how we set it up in the Server Ranking form since we only see one (most likely our fault on configuration). I was wondering if someone, that has a server group running, could send me their ar.conf file so that we could use it as a template for ours and see what we need to change/add to ours so that the Server Ranking form will work. Also, does setting these values in the ar.conf give us our two distinct server names we'll see in the Server Ranking form? Or is that another value someplace else? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Robert Halstead ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
SNMP Mib units for time oids
I'm trying to put some statistical data into cacti and i'm using the
Remedy 6.3 Mib. The Mib fails to explain what time units most of the
time related oids are (seconds, milliseconds, clocks, orbits around
the earth).
Can anyone explain what time units remedy is using for these two oids?
And can I assume the same time units for the other oids that don't
explain?
arsServerStat-Idle-Time OBJECT-TYPE
SYNTAX Integer32 (0..2147483647)
MAX-ACCESS read-only
STATUS current
DESCRIPTION
The total idle time when the server is not processing any requests.
::= { ARSStatistics 57 }
arsServerStat-Net-Resp-Time OBJECT-TYPE
SYNTAX Integer32 (0..2147483647)
MAX-ACCESS read-only
STATUS current
DESCRIPTION
The total time spent on the network responding to the client.
::= { ARSStatistics 58 }
--
A fool acts, regardless; knowing well that he is wrong. The ignoramus
acts on only what he knows, but all that he knows.
The ignoramus may be saved, but the fool knows that he is doomed.
Robert Halstead
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers
Are
