Re: Frequent changes in Remedy Java API from 5.1 to 7.5 version

[Roys, Eric D]

Sreeni,
 
The what's new and programming models are described in the java docs for
each version. There are significant differences between v5 and v7.5 and
also a major change between 7.0 and 7.1. For you convenience, Java
System Solutions solutions has made the java docs available at:
http://www.javasystemsolutions.com/jss/documentation
  (on the right
hand side). 
 
Regards, 
 
Eric Roys
Sr. Sales Engineer
GSSI
Verizon Business



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Sreenivas
Sent: Thursday, September 10, 2009 4:14 AM
To: arslist@ARSLIST.ORG
Subject: Frequent changes in Remedy Java API from 5.1 to 7.5 version


** 
Hello All,
 
Please describe the list of frequent changes done by BMC on Remedy Java
API. We come to know that BMC is changing the couple of Java
Classes(objects) very frequently. As we are planning to start using Java
API in ARS 5.1 version. We are also planning to migrate to 7.5. To avoid
major changes after upgrading to 7.5, please give us more details. What
are the precautions we have to take while using this API.
 
 
Thanks,
Sreeni
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_ 

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

Re: 7.5 architect based on system resources

[Roys, Eric D]

Additionally, for environments that expose the web to external resources
or for security conscious environments it wouldn't be the best idea to
run the web apps on the same host as the app server and certainly not on
the db server. Typically these environments would be segregated on the
network via vlans or what have you, much as you would segregate a
production network from a development network. Just a thought.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, September 24, 2009 10:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 architect based on system resources

Even if the move is toward web, DB is still going to be heavy, and
regardless of where the client resides (native or web), it goes through
app, so app still needs plenty of head room, especially with ITSM.I
think dashboard and Mid-Tier will be good roommates on the same box, so
based on that list...the only unknown to me is Analytics...I'm leaning
toward putting it on Box3, but I don't know what sort of overhead 2 and
3 will have on them.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Wangsameteegoon, Thitiwat CTR
JCS DOM
Sent: Thursday, September 24, 2009 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 architect based on system resources

Thank you for your input, I also like to keep DB separate from the apps,
but from BMC support respond that kind of through me off a bit since 7.5
is new to me and I know that it architect is kind of gear toward the web
portion. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, September 24, 2009 11:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 architect based on system resources

Ok...that's allot...but I'll see if I can make some recommendations that
make sense.  I would put it this way

Box1: DB
Box2: ARS
Box3: Web Stuff

So ITSM is an app in ARS...so it would go in 2 of course...I'm not
familiar with Analytic or it's resource needs, but I would put it on 2
or 3, depending on it's resource needs.  I would recommend putting the
DB on it's own server as DB's tend to be heavy

That's about as far as I can go without more in depth knowledge of the
tools.  BTW...I run App/Mid-Tier on the same box all the timeto
avoid the problems listed below I always keep App/Mid-Tier on the same
patch level...if I patch one I always patch the other.  And in regard to
the java portion...I just use the jre that comes with the jdk...so one
install of a jdk gives me both and it works well for mid-tier AND app
server. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Wangsameteegoon, Thitiwat CTR
JCS DOM
Sent: Thursday, September 24, 2009 8:47 AM
To: arslist@ARSLIST.ORG
Subject: 7.5 architect based on system resources

Hi List,

We are planning to do a new install for ARS 7.5 plus the ITSM suite, BMC
Analytic as well Dashboard.  This roll out will also include ADDM,
Atrium Discovery and Data Mapping.  Based on these lines of products we
will only have three beefed up servers to work with.  I was hoping to
get some assistance in deciding on the kind of servers architect that I
should setup for these kinds of environment based on the three servers
that we got.  We will be on a Window environment.

I am thinking about having ARS 7.5/ITSM/Analytic/Dashboard as well as
the supported SQL 2005 installed on the same server, midtier on its own
server, and ADDM as well as the support SQL 2005 installed on the same
server.
Initially I was thinking of having ARS 7.5/ITSM/Analytic/Dashboard/and
Midtier to be on the same server and have SQL 2005 stand alone, but
after communicating with BMC support they sound like that may not be a
good idea.
Below are questions that I have asked them along with their Reponses.
Any help or suggestion based on past experience would be greatly
appreciated.
Thank you
***

1. Is it better to setup Midtier on the apps server or put it on other
two boxes I have described? My take is to install in on the apps server,
the same box as ARS System, ITSM, etc.

ANS: It's your call where to install the MidTier, but as a rule it is
better not to install it on same system as the AR Server.
Some obvious reasons being if you wanted to recycle MT/Webserver, the
reboot would mean bringing down AR Server.
And you'll need more memory.

2. Is there any gotcha or things that I need to be aware of if I plan to
install Midter on the same system as the ARS Server?

Answer: One I can think of is: If applying a new patch to Mid Tier (and
not AR Server) becomes necessary..--  you'll have to worry/make sure
the PATH or LD_LIBRARY_PATH variable points to the right spot, for
Mid-tier libraries.

3. The recommendation of the SDK version that I 

Re: REPOST: Customizing the SHR:ARDBC_OverviewConsole to view custom form and its data...

[Roys, Eric D]

Joe, 
 
You may also need to add data records to SHR:ARDBCEnumLookup for any
fields you added that were drop-list in structure. To debug you can turn
on server-side sql logging to capture the output of the query issued to
see where it's failing. Typical problems occur due to swapping of Field
ID and Vendor Field ID in SHR:ARDBCFields record and not restarting the
plugin after making a change. Check out the sql log and it should point
you in the right direction.
 
If you want to save yourself some time when you make a change to the
overview console you can (unix) kill the arplugin pid or (windows) end
process on the arplugin instead of waiting the 10 minutes for the full
arserver restart. (best left to non-production environments). Armonitor
will kick off the armonitor again automagically. 
 
Enjoy, 
 
Eric



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Duncan McFarlane
Sent: Monday, October 12, 2009 9:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: REPOST: Customizing the SHR:ARDBC_OverviewConsole to view
custom form and its data...


** 

I had to restart the AR Server service to have the data show last time I
added fields to the console

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: October 12, 2009 2:55 PM
To: arslist@ARSLIST.ORG
Subject: REPOST: Customizing the SHR:ARDBC_OverviewConsole to view
custom form and its data...

 

Considering there seemed to have been some sort of a latency in the list
lately, I thought I'd repost what I had posted last week just before the
weekend. So I apologize if you receive this twice.

 

I want to add a custom form and results from that to the console
results. I think I have done everything that I thought that I should do
in order to do this.

 

So far I have:

1) Added the fields that need to appear in the console to the
SHR:ARDBC_OverviewConsoleTemplate form
2) Created a data record for the custom form with a GUID
"USERASSETRECORDS" for that form.
3) Added these same fields to the SHR:ARDBC_OverviewConsole form
4) Added data records mapping the fields whose ID's do not match on the
custom application form and the template form to the SHR:ARDBCFields
form to match the above GUID.
5) Restarted the AR Server.

 

When I search the vendor SHR:ARDBC_OverviewConsole form, I do see the
additional records that should be seen but I cannot see the data. I
created a table field and added the fields that were added to that table
field and I fail to view the data.. However the table field does return
as many rows as it should but with null data.

 

I have checked the permissions and its pretty much public everywhere
including the Request ID column of the custom application form. And I
fail to see the data even as the administrator of the system.

 

Also at the time when I try to display the result to the table field, I
get a warning "ARWARN [51] Field ID specified does not exist in this
form : 7". Which form is it looking for the Status field? Obviously the
custom application form does have this field, as it is a core field. The
only form that doesn't have it is the display only form where the table
field is on.

 

Is there some configuration step that I am missing?

 

Joe

 

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
Answers Are"_

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

Java API - parseQualification Error

[Roys, Eric D]

I hope someone can provide some clarity to this or substantiate that this is a 
bug... 
 
ARS7.5 p1 (server/api)
Win2003
Java 1.6
 
Using QualifierInfo qual = ctl.parseQualification("Roles", "'Role ID' = 
-90"); // has negative sign
 
returns ERROR (0) : Message not in catalog; Message number = 0; Error while 
decoding.
 
Using QualifierInfo qual = ctl.parseQualification("Roles", "'Role ID' = 
90");  // no negative although invalid role id
 
returns no error and also no matching results (as expected). 
 
So it appears the parseQualification is having some issues with "-" 
interpretation. 
 
Thoughts/suggestions?

Kind Regards, 
 
Eric Roys
Sr. Sales Engineer
GSSI
Verizon Business



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

Re: Java API - parseQualification Error

[Roys, Eric D]

LJ, 
 
This is the string output from the latter :
 
[Operation=4,Operand Left=[Operation=1,Operand Left=[Operand
Type=[type=1],Operand=1702],Operand Right=[Operand
Type=[type=2],Operand=90]],Operand Right=]
 
// where 1702 is the db id for Role ID field and "90" is the value.
 
-Eric



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Tuesday, November 03, 2009 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error


** 
I would say you have likely found a bugbut if you use the second,
and then output the .toString() of it, what does it give you?



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
Sent: Tuesday, November 03, 2009 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Java API - parseQualification Error


** 

I hope someone can provide some clarity to this or substantiate that
this is a bug... 
  
ARS7.5 p1 (server/api) 
Win2003 
Java 1.6 
  
Using QualifierInfo qual = ctl.parseQualification("Roles", "'Role ID' =
-90"); // has negative sign 
  
returns ERROR (0) : Message not in catalog; Message number = 0; Error
while decoding. 
  
Using QualifierInfo qual = ctl.parseQualification("Roles", "'Role ID' =
90");  // no negative although invalid role id


returns no error and also no matching results (as expected). 
  
So it appears the parseQualification is having some issues with "-"
interpretation. 
  
Thoughts/suggestions? 

Kind Regards, 
  
Eric Roys 
Sr. Sales Engineer 
GSSI 
Verizon Business 


_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
Answers Are"_ 

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

Re: Java API - parseQualification Error

[Roys, Eric D]

Thanks, LJ. 
 
I'll try to uprev to patch 3 before dropping this in support's lap since
I know that's always the first step in troubleshooting according to
support ;-)
 
-Eric



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Tuesday, November 03, 2009 3:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error


** 
Well...using the 7.1P6 Java API the output of both are
 
[Operation=4,Operand Left=[Operation=1,Operand Left=[Operand
Type=[type=1],Operand=1702],Operand Right=[Operand
Type=[type=3],Operand=[Operation=6,Operand Left=,Operand
Right=[Operand Type=[type=2],Operand=90,Operand Right=]

[Operation=4,Operand Left=[Operation=1,Operand Left=[Operand
Type=[type=1],Operand=1702],Operand Right=[Operand
Type=[type=2],Operand=90]],Operand Right=]
 
Obviously the two are different...the only difference between the two is
that the top one has -90 and the bottom has 90...so I would say
that we have an API bug...big surprise




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
Sent: Tuesday, November 03, 2009 12:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error


** 
LJ, 
 
This is the string output from the latter :
 
[Operation=4,Operand Left=[Operation=1,Operand Left=[Operand
Type=[type=1],Operand=1702],Operand Right=[Operand
Type=[type=2],Operand=90]],Operand Right=]
 
// where 1702 is the db id for Role ID field and "90" is the value.
 
-Eric



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Tuesday, November 03, 2009 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error


** 
I would say you have likely found a bugbut if you use the second,
and then output the .toString() of it, what does it give you?



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
Sent: Tuesday, November 03, 2009 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Java API - parseQualification Error


** 

I hope someone can provide some clarity to this or substantiate that
this is a bug... 
  
ARS7.5 p1 (server/api) 
Win2003 
Java 1.6 
  
Using QualifierInfo qual = ctl.parseQualification("Roles", "'Role ID' =
-90"); // has negative sign 
  
returns ERROR (0) : Message not in catalog; Message number = 0; Error
while decoding. 
  
Using QualifierInfo qual = ctl.parseQualification("Roles", "'Role ID' =
90");  // no negative although invalid role id


returns no error and also no matching results (as expected). 
  
So it appears the parseQualification is having some issues with "-"
interpretation. 
  
Thoughts/suggestions? 

Kind Regards, 
  
Eric Roys 
Sr. Sales Engineer 
GSSI 
Verizon Business 


_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"_ _Platinum Sponsor: rmisoluti...@verizon.net
ARSlist: "Where the Answers Are"_ 

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

Re: Java API - parseQualification Error - Part 1

[Roys, Eric D]

> For anyone interested (part 1 of 2)... 
>  
> From support: 
> We've tested this issue internally using both 7.1 and 7.5 API. It
> looks like there is a defect in the API on how it handles the negative
> value. Strangely enough the Mid Tier is able to process the request
> with no problems.
> 
> However according to the arapi logging for the java test it shows that
> it never makes the call; seems internal processing of the qual rejects
> it.
> 
> Connecting to AR Server...
> Connected to AR Server atlwin01
> Retrieving entryies with qualification ( 'Create Date' > "1/1/2009" )
> Query returned 2 matches.
> Request Id Short Description
> 003 Demo
> 002 Demo
> Retrieving entryies with qualification ( 'Integer Field' = -9 )
> Problem while querying by qualifier.
> Status List is empty.
> Stack Trace:ERROR (1587): Unknown field referenced in query line; at
> position 2 ( 'Integer Field' )
> at com.bmc.arsys.qual.a.a.c.a(Unknown Source)
> at com.bmc.arsys.qual.a.a.b.int(Unknown Source)
> at com.bmc.arsys.qual.a.a.b.a(Unknown Source)
> at com.bmc.arsys.qual.a.a.b.if(Unknown Source)
> at com.bmc.arsys.qual.a.a.b.for(Unknown Source)
> at com.bmc.arsys.qual.n.a(Unknown Source)
> at com.bmc.arsys.api.ARServerUser.parseQualification(Unknown Source)
> at JavaAPITest.queryEntrysByQual(JavaAPITest.java:67)
> at JavaAPITest.main(JavaAPITest.java:22)
> Retrieving entryies with qualification ( 'Integer Field' = -(9) )
> Problem while querying by qualifier.
> Status List is empty.
> Stack Trace:ERROR (1587): Unknown field referenced in query line; at
> position 2 ( 'Integer Field' )
> at com.bmc.arsys.qual.a.a.c.a(Unknown Source)
> at com.bmc.arsys.qual.a.a.b.int(Unknown Source)
> at com.bmc.arsys.qual.a.a.b.a(Unknown Source)
> at com.bmc.arsys.qual.a.a.b.if(Unknown Source)
> at com.bmc.arsys.qual.a.a.b.for(Unknown Source)
> at com.bmc.arsys.qual.n.a(Unknown Source)
> at com.bmc.arsys.api.ARServerUser.parseQualification(Unknown Source)
> at JavaAPITest.queryEntrysByQual(JavaAPITest.java:67)
> at JavaAPITest.main(JavaAPITest.java:23)
> User logged out.
> 
> So we will create a defect for the Java API and let you know once it's
> been accepted.
> 
> 
> 
> 
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
> Sent: Tuesday, November 03, 2009 3:19 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Java API - parseQualification Error
> 
> 
> ** 
> good luck, let us know how it goes...:)
> 
> 
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
> Sent: Tuesday, November 03, 2009 2:13 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Java API - parseQualification Error
> 
> 
> ** 
> Thanks, LJ. 
>  
> I'll try to uprev to patch 3 before dropping this in support's lap
> since I know that's always the first step in troubleshooting according
> to support ;-)
>  
> -Eric
> 
> 
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
> Sent: Tuesday, November 03, 2009 3:03 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Java API - parseQualification Error
> 
> 
> ** 
> Well...using the 7.1P6 Java API the output of both are
>  
> [Operation=4,Operand Left=[Operation=1,Operand Left=[Operand
> Type=[type=1],Operand=1702],Operand Right=[Operand
> Type=[type=3],Operand=[Operation=6,Operand Left=,Operand
> Right=[Operand Type=[type=2],Operand=90,Operand Right=]
> 
> [Operation=4,Operand Left=[Operation=1,Operand Left=[Operand
> Type=[type=1],Operand=1702],Operand Right=[Operand
> Type=[type=2],Operand=90]],Operand Right=]
>  
> Obviously the two are different...the only difference between the two
> is that the top one has -90 and the bottom has 90...so I would
> say that we have an API bug...big surprise
> 
> 
> 
> 
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
> Sent: Tuesday, November 03, 2009 12:37 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Java API - parseQualification Error
> 
> 
> ** 
> LJ, 
>  
> This is the string output from the latter :
>  
> [Operation=4,Operand Left=[Operation=1,Operand Left=[Operand
> Type=[type=1],Operand=1702],Operand Right=[Operand
> Type=[type=2],Operand=90]],Operand Right

Re: Java API - parseQualification Error - Part 2

[Roys, Eric D]

> For anyone interested (part 2 of 2)...
> 
> Secondary response from support (it doesn't error as before):
> 
> Sample API program that works for me.. customer will need to change
> the details marked with a " <--" for his test..
> 
> import com.bmc.arsys.api.*;
> import java.util.*;
> 
> public class JavaAPITest {
> private ARServerUser server;
> private String formName= "Roles"; <--
> 
> public JavaAPITest() {
>server = new ARServerUser();
>server.setServer("atlwin01");<--
>server.setPort(0);   <--
>server.setUser("Demo");   <--
>server.setPassword(""); <--
>}
> 
> public static void main(String[] args) {
>JavaAPITest test = new JavaAPITest();
>test.connect();
>test.queryEntrysByQual("( \'Create Date\' > \"1/1/2009\" )");
>test.queryEntrysByQual("( \'1702\' = -1210 )");
> <--
>test.cleanup();
>}
> 
> //
> // Connect the current user to the server.
> //
> void connect() {
>System.out.println();
>System.out.println("Connecting to AR Server...");
>try {
>   server.verifyUser();
>   }
>catch (ARException e) {
>   //
>   //This exception is triggered by a bad server, password or,
>   //if guest access is turned off, by an unknown username.
>   //
>   ARExceptionHandler(e, "Cannot verify user " + server.getUser() +
> ".");
>   System.exit(1);
>   }
>System.out.println("Connected to AR Server " +
>server.getServer());
>}
> 
> //
> // Retrieve entries from the form using the given qualification. With
> // the returned entry set, print out the ID of each entry and the //
> contents in its shortDescription field.
> //
> void queryEntrysByQual(String qualStr) {
>System.out.println();
>System.out.println ("Retrieving entryies with qualification " +
> qualStr);
> 
>try {
>   // Retrieve the detail info of all fields from the form.
>   List  fields = server.getListFieldObjects(formName);
> 
>   // Create the search qualifier.
>   QualifierInfo qual = server.parseQualification(qualStr, fields,
> null, Constants.AR_QUALCONTEXT_DEFAULT);
>   int[] fieldIds = {2, 7, 8};
>   OutputInteger nMatches = new OutputInteger();
>   List sortOrder = new ArrayList();
>   sortOrder.add(new SortInfo(2, Constants.AR_SORT_DESCENDING));
> 
>   // Retrieve entries from the form using the given
>   // qualification.
>   List entryList = server.getListEntryObjects(formName,
> qual, 0, Constants.AR_NO_MAX_LIST_RETRIEVE, sortOrder, fieldIds, true,
> nMatches);
>   System.out.println ("Query returned " + nMatches + " matches.");
>   
>   if( nMatches.intValue() > 0){
>  // Print out the matches.
>  System.out.println("Request Id " + "Short Description" );
>  for( int i = 0; i < entryList.size(); i++ ){
> System.out.println (entryList.get(i).getEntryId() + " " +
> entryList.get(i).get(Constants.AR_CORE_SHORT_DESCRIPTION));
> }
>  }
>   } 
>
>catch( ARException e ) {
>   ARExceptionHandler(e, "Problem while querying by qualifier. ");
>   }
>}
> 
> public void ARExceptionHandler(ARException e, String errMessage){
> System.out.println(errMessage);
> printStatusList(server.getLastStatus());
> System.out.print("Stack Trace:");
> e.printStackTrace();
> }
> 
> public void printStatusList(List statusList) { if
> (statusList == null || statusList.size()==0) {
> System.out.println("Status List is empty."); return; }
> 
> System.out.print("Message type: ");
> switch(statusList.get(0).getMessageType())
> {
> case Constants.AR_RETURN_OK:
> System.out.println("Note");
> break;
> case Constants.AR_RETURN_WARNING:
> System.out.println("Warning");
> break;
> case Constants.AR_RETURN_ERROR:
> System.out.println("Error");
> break;
> case Constants.AR_RETURN_FATAL:
> System.out.println("Fatal Error");
> break;
> default:
> System.out.println("Unknown (" +
> statusList.get(0).getMessageType() + ")"); break; }
> System.out.println("Status List:"); for (int i=0; i <
> statusList.size(); i++) {
> System.out.println(statusList.get(i).getMessageText());
> System.out.println(statusList.get(i).getAppendedText());
> }
> }
> 
> 
> public void cleanup() {
> // Logout the user from the server. This releases the resource //
> allocated on the server for the user.
> server.logout();
> System.out.println();
> System.out.println("User logged out.");
> }
> }
> 

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

Re: Java API - parseQualification Error - Part 2

[Roys, Eric D]

LJ, 
 
Field ID or Name is irrelevant. What is suggested is instead of writing:

QualifierInfo qual = ctl.parseQualification("Roles", "'Role ID' =
-90"); //works in 7.1 just fine also works just fine for qual not
having negative sign
 
the work-around is to add the following: 
List  fields = ctl.getListFieldObjects(formName);  // not
required for non-negatives apparently
 
then change qualifier inputs to use the 'fields' reference: 
QualifierInfo qual = ctl.parseQualification(qualStr, fields, null,
Constants.AR_QUALCONTEXT_DEFAULT);
 
So tell me... defect or no defect? I was told no defect by support,
therefore no ETA on a fix. I suppose that's fine if you don't have a
"negative" outlook on things ;-)
Maybe that's a polite way of saying I have no idea what I'm doing. All I
know is it worked and then it didn't but only for one minor situational
change.
 
 
-Eric




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, November 12, 2009 12:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error - Part 2


** 
Eric,
So they are saying the problem is looking up the field name, and if you
use the Field ID it works just fine?



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
Sent: Thursday, November 12, 2009 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error - Part 2


** 


For anyone interested (part 2 of 2)... 

Secondary response from support (it doesn't error as before): 

Sample API program that works for me.. customer will need to change the
details marked with a " <--" for his test.. 

import com.bmc.arsys.api.*; 
import java.util.*; 

public class JavaAPITest { 
private ARServerUser server; 
private String formName= "Roles"; <-- 

public JavaAPITest() { 
   server = new ARServerUser(); 
   server.setServer("atlwin01");<-- 
   server.setPort(0);   <-- 
   server.setUser("Demo");   <-- 
   server.setPassword(""); <-- 
   } 

public static void main(String[] args) { 
   JavaAPITest test = new JavaAPITest(); 
   test.connect(); 
   test.queryEntrysByQual("( \'Create Date\' > \"1/1/2009\" )"); 
   test.queryEntrysByQual("( \'1702\' = -1210 )");
<-- 
   test.cleanup(); 
   } 

// 
// Connect the current user to the server. 
// 
void connect() { 
   System.out.println(); 
   System.out.println("Connecting to AR Server..."); 
   try { 
  server.verifyUser(); 
  } 
   catch (ARException e) { 
  // 
  //This exception is triggered by a bad server, password or, 
  //if guest access is turned off, by an unknown username. 
  // 
  ARExceptionHandler(e, "Cannot verify user " + server.getUser() +
"."); 
  System.exit(1); 
  } 
   System.out.println("Connected to AR Server " + 
   server.getServer()); 
   } 

// 
// Retrieve entries from the form using the given qualification. With //
the returned entry set, print out the ID of each entry and the //
contents in its shortDescription field.

// 
void queryEntrysByQual(String qualStr) { 
   System.out.println(); 
   System.out.println ("Retrieving entryies with qualification " +
qualStr); 

   try { 
  // Retrieve the detail info of all fields from the form. 
  List  fields = server.getListFieldObjects(formName); 

  // Create the search qualifier. 
  QualifierInfo qual = server.parseQualification(qualStr, fields,
null, Constants.AR_QUALCONTEXT_DEFAULT); 
  int[] fieldIds = {2, 7, 8}; 
  OutputInteger nMatches = new OutputInteger(); 
  List sortOrder = new ArrayList(); 
  sortOrder.add(new SortInfo(2, Constants.AR_SORT_DESCENDING)); 

  // Retrieve entries from the form using the given 
  // qualification. 
  List entryList = server.getListEntryObjects(formName, qual,
0, Constants.AR_NO_MAX_LIST_RETRIEVE, sortOrder, fieldIds, true,
nMatches);

  System.out.println ("Query returned " + nMatches + " matches."); 
  
  if( nMatches.intValue() > 0){ 
 // Print out the matches. 
 System.out.println("Request Id " + "Short Description" ); 
 for( int i = 0; i < entryList.size(); i++ ){ 
System.out.println (entryList.get(i).getEntryId() + " " +
entryList.get(i).get(Constants.AR_CORE_SHORT_DESCRIPTION));

} 
 } 
  } 
   
   catch( ARException e ) { 
  ARExceptionHandler(e, "Problem while querying by qualifier. "); 
  } 
   } 

public void ARExce

Re: Java API - parseQualification Error - Part 2

[Roys, Eric D]

Thanks for the second opinion, LJ. I'll push and see where that goes.
I'm not sure I've reached my bug submission quota for the year, yet, so
maybe they'll let me slide this time.



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, November 12, 2009 5:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error - Part 2


** 
I would personally push them to admit and log a defect.  Point being
that if they say you can use an ARServerUser object as such
 
parseQualification(String form, String qualification) 
  Parses a given readable qualification string into internal
structure.
 
And they are going to put a qualification on that of "oh, unless your
qualification string is referencing an integer value that's negative",
that's completely bogus.  They need to make sure that their function is
functioning properly, the fact that it works if you use an overloaded
version of the function is irrelevant.  They have a bug in that
function.  You can use the overloaded version as a workaround if you
need to while they fix the bug, but they need to fix it.  I have an open
defect with BMC regarding the 
 
getListFilterObjects() 
  return the detail of all (accessible) Filter objects
 
Function, throws a null pointer error on my server.  I have the
workaround of using getListFilter() and looping through that list to get
EVERY filter object, but it's not as efficientjust because there is
a workaround doesn't mean there isn't a bug.



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
Sent: Thursday, November 12, 2009 4:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error - Part 2


** 
LJ, 
 
Field ID or Name is irrelevant. What is suggested is instead of writing:

QualifierInfo qual = ctl.parseQualification("Roles", "'Role ID' =
-90"); //works in 7.1 just fine also works just fine for qual not
having negative sign
 
the work-around is to add the following: 
List  fields = ctl.getListFieldObjects(formName);  // not
required for non-negatives apparently
 
then change qualifier inputs to use the 'fields' reference: 
QualifierInfo qual = ctl.parseQualification(qualStr, fields, null,
Constants.AR_QUALCONTEXT_DEFAULT);
 
So tell me... defect or no defect? I was told no defect by support,
therefore no ETA on a fix. I suppose that's fine if you don't have a
"negative" outlook on things ;-)
Maybe that's a polite way of saying I have no idea what I'm doing. All I
know is it worked and then it didn't but only for one minor situational
change.
 
 
-Eric




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, November 12, 2009 12:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error - Part 2


** 
Eric,
So they are saying the problem is looking up the field name, and if you
use the Field ID it works just fine?

________

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
Sent: Thursday, November 12, 2009 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error - Part 2


** 


For anyone interested (part 2 of 2)... 

Secondary response from support (it doesn't error as before): 

Sample API program that works for me.. customer will need to change the
details marked with a " <--" for his test.. 

import com.bmc.arsys.api.*; 
import java.util.*; 

public class JavaAPITest { 
private ARServerUser server; 
private String formName= "Roles"; <-- 

public JavaAPITest() { 
   server = new ARServerUser(); 
   server.setServer("atlwin01");<-- 
   server.setPort(0);   <-- 
   server.setUser("Demo");   <-- 
   server.setPassword(""); <-- 
   } 

public static void main(String[] args) { 
   JavaAPITest test = new JavaAPITest(); 
   test.connect(); 
   test.queryEntrysByQual("( \'Create Date\' > \"1/1/2009\" )"); 
   test.queryEntrysByQual("( \'1702\' = -1210 )");
<-- 
   test.cleanup(); 
   } 

// 
// Connect the current user to the server. 
// 
void connect() { 
   System.out.println(); 
   System.out.println("Connecting to AR Server..."); 
   try { 
  server.verifyUser(); 
  } 
   catch (ARException e) { 
  // 
  //This exception is triggered by a bad server, password or, 
  //if guest access is turned off, by an unknown username. 
  // 
  ARExcep

Re: Java API - parseQualification Error - Part 2

[Roys, Eric D]

Defect SW00351474  :-)




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, November 12, 2009 5:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error - Part 2


** 
I would personally push them to admit and log a defect.  Point being
that if they say you can use an ARServerUser object as such
 
parseQualification(String form, String qualification) 
  Parses a given readable qualification string into internal
structure.
 
And they are going to put a qualification on that of "oh, unless your
qualification string is referencing an integer value that's negative",
that's completely bogus.  They need to make sure that their function is
functioning properly, the fact that it works if you use an overloaded
version of the function is irrelevant.  They have a bug in that
function.  You can use the overloaded version as a workaround if you
need to while they fix the bug, but they need to fix it.  I have an open
defect with BMC regarding the 
 
getListFilterObjects() 
  return the detail of all (accessible) Filter objects
 
Function, throws a null pointer error on my server.  I have the
workaround of using getListFilter() and looping through that list to get
EVERY filter object, but it's not as efficientjust because there is
a workaround doesn't mean there isn't a bug.



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
Sent: Thursday, November 12, 2009 4:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error - Part 2


** 
LJ, 
 
Field ID or Name is irrelevant. What is suggested is instead of writing:

QualifierInfo qual = ctl.parseQualification("Roles", "'Role ID' =
-90"); //works in 7.1 just fine also works just fine for qual not
having negative sign
 
the work-around is to add the following: 
List  fields = ctl.getListFieldObjects(formName);  // not
required for non-negatives apparently
 
then change qualifier inputs to use the 'fields' reference: 
QualifierInfo qual = ctl.parseQualification(qualStr, fields, null,
Constants.AR_QUALCONTEXT_DEFAULT);
 
So tell me... defect or no defect? I was told no defect by support,
therefore no ETA on a fix. I suppose that's fine if you don't have a
"negative" outlook on things ;-)
Maybe that's a polite way of saying I have no idea what I'm doing. All I
know is it worked and then it didn't but only for one minor situational
change.
 
 
-Eric




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, November 12, 2009 12:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error - Part 2


** 
Eric,
So they are saying the problem is looking up the field name, and if you
use the Field ID it works just fine?

________

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
Sent: Thursday, November 12, 2009 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Java API - parseQualification Error - Part 2


** 


For anyone interested (part 2 of 2)... 

Secondary response from support (it doesn't error as before): 

Sample API program that works for me.. customer will need to change the
details marked with a " <--" for his test.. 

import com.bmc.arsys.api.*; 
import java.util.*; 

public class JavaAPITest { 
private ARServerUser server; 
private String formName= "Roles"; <-- 

public JavaAPITest() { 
   server = new ARServerUser(); 
   server.setServer("atlwin01");<-- 
   server.setPort(0);   <-- 
   server.setUser("Demo");   <-- 
   server.setPassword(""); <-- 
   } 

public static void main(String[] args) { 
   JavaAPITest test = new JavaAPITest(); 
   test.connect(); 
   test.queryEntrysByQual("( \'Create Date\' > \"1/1/2009\" )"); 
   test.queryEntrysByQual("( \'1702\' = -1210 )");
<-- 
   test.cleanup(); 
   } 

// 
// Connect the current user to the server. 
// 
void connect() { 
   System.out.println(); 
   System.out.println("Connecting to AR Server..."); 
   try { 
  server.verifyUser(); 
  } 
   catch (ARException e) { 
  // 
  //This exception is triggered by a bad server, password or, 
  //if guest access is turned off, by an unknown username. 
  // 
  ARExceptionHandler(e, "Cannot verify user " + server.getUser() +
"."); 
  System.exit(1); 
  } 
   System.out.println("Connected t

Re: Is there something akin to an "eval" function

[Roys, Eric D]

Lyle, 
 
If you want to keep it inside Remedy... here's a rudimentary example of
using dynamic workflow to accomplish similar... you could expand upon
this concept to achieve what you are trying (still not as easy as EVAL
but doesn't require you to wait for BMC to build it into ARS). 
 
http://communities.bmc.com/communities/docs/DOC-2798
 
Perhaps it will get you further than the ITSM model of dealing with
notifications which isn't, as you've found, as dynamic is it
could/should be because it still requires a good amount of workflow to
be changed just to add a new field to the notification text. The only
code change required for this is the initial attachment of the code to
the form. All notification changes (adding free text or new field
values) involves updating data - yes, a novel concept!
 
Let me know if you have problems getting to the article on BMCDN.
There's a zip file with documentation and example workflow (developed in
7.1). 
 
HTH, 
 
Kind Regards, 
 
Eric 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Monday, February 01, 2010 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is there something akin to an "eval" function


** 

Thanks for the suggestion, Gavin (and to the others who have made
suggestions as well).  However, I was hoping that there would be a
really simple way to do it; I need to keep the effort involved in my
current changes to a bare minimum.  In the end, I think I'll just keep
the notification text hard coded in the filters - it pretty much never
changes.

 

This could be a suggestion for BMC, if they're listening.  It would be
cool if a new function was added (let's say, EVAL, for now) that would
work similarly to EXTERN, in that it would allow you to build a string
with embedded field references and then evaluate that string in the
current context, replacing all valid field references with the
appropriate values from the form.  The difference would be that rather
than evaluating the results of a qualification string, it would simply
return the fully evaluated string.

 

Thanks again,

Lyle

 


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

Consuming Complex External Web Service Help

[Roys, Eric D]

Can this be done via filter mapping or does this require some
middle-ware? 

I'm trying to consume a complex web service from an external source and
have hit a snag with the filter mapping. 

The construct/hierarchy of the web service is: 

Location (top of hierarchy) //i.e. some address
-name (primaryAttribute)
Devices (0 or more child(ren) to Location) //i.e. a host at the
address
-name (primaryAttribute)
-features (0 or more child(ren) contains array of Devices)
//i.e. a host can have one or more components


The results would look something like: 

Location
-site123xxx
Devices
-device123
-
Devices
-device123_component123
-
...


So the parent-child link gets blurred as device123_component123 is a
child to device123->  not device123. And that can't
be mapped in the filter mapping. Is there anyway to handle this
natively? Have I missed something?

Thanks, 

Eric

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

Re: How to save huge qual string in Table / Tree Property?

[Roys, Eric D]

** 

As a side you may want to have your qual include $do field$ != $NULL$ to 
prevent an unqualified search on the table since that will not be immediately 
set. 

Hth,

Eric



From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Wed Feb 11 18:45:18 2009
Subject: Re: How to save huge qual string in Table / Tree Property? 


Chuck,

 

I would follow these steps

1)  Create a hidden display only character field on the form. 
Just be sure the DB size of the field is 0 to hold the qualification if it ever 
grows.

2)  Update the table field so the qualification is 
EXTERNAL($Display Only Field$)

3)  Have an Active Link set the display only field on Window 
Open or Display or Loaded (Whichever works for you) 

4)  Have the next action perform a Change Fields that refreshes 
the table.

 

Hope that helps.

 

Scott Illari

908-601-8948

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

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
Sent: Wednesday, February 11, 2009 5:30 PM
To: arslist@ARSLIST.ORG
Subject: How to save huge qual string in Table / Tree Property?

 

** 

Hello all,

 

I am trying to update the Table / Tree Property on the HPD:Incident Assoc 
Search form to let users search for some of their custom fields.  However, the 
Qualification string is so large that the Admin tool will not let me add to it. 
 I can't even re-paste the original qualification back into the field if I 
remove it.  So, BMC must have a trick for pasting a HUGE qualification string 
here.

 

Does anyone know how to do this?

 

ARS 7.1 p5

ITSM 7.0.03 p8

 

Thanks in advance,

Chuck Baldi

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

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

Topology Discovery 1.6 Install

[Roys, Eric D]

Has anyone ran into this error while installing TD version 1.6... 
 
java.lang.NumberFormatException for input string "000 Stage 17"
 
This error occurs during the validation of the CMDB connection
parameters of the install. 
 
Full error: 
Cannot initialize Configuration Helper
com.bmc.td.export.config.ConfigException
java.lang.NumberFormatException for input string "000 Stage 17"
at com.bmc.td.export.config.impl.configHelper.pingServer
 
The data store loaded correctly. 
 
Environment: 
Windows 2003
MSSQL 2000
ARS 7.1 p4
ITSM7 p6
CMDB 2.1 p3
 
Kind Regards, 
 
Eric Roys
Sr. Sales Engineer
Application Solutions Group
Verizon Business
 
 
We solve complex business problems with advanced technology.
*  Custom Solutions and Applications
*  Complex Systems Integration
*  Non-standard Hosting Services

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

Re: Use of Advanced Interafce Forms in SRM

[Roys, Eric D]

Manoj, 
 
Advanced interface forms are used when the OTB capabilities of SRM are
not enough to meet a service request need. For example, when you need to
do a large degree of validation against user data input, get data from
forms/tables outside of the SRM framework or ARS in general, and other
such things. Think of advanced interface forms as you would any other
custom form/logic with all the pros and cons associated with
customization (like the ability to get support from BMC, lengthier time
to implement, etc). You can/may 're-use' some of the canned advanced
interface forms for your purposes but you need to understand the logic
involved which may require you to turn on/off some of the logic to fit
your needs. You'll need to know what to do with the SR Type fields and
dig into how CAI  (command automation interface) ties it all together. 
 
I'd recommend a development box, SRM manual, and plenty of patience.
 
HTH,
 
Kind Regards, 
 
Eric Roys
Sr. Sales Engineer/
BMC Remedy Development Lead
Application Solutions Group
Verizon Business
 
We solve complex business problems with advanced technology.
*  Custom Solutions and Applications
*  Complex Systems Integration
*  Non-standard Hosting Services



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of manoj jain
Sent: Tuesday, May 12, 2009 2:42 AM
To: arslist@ARSLIST.ORG
Subject: Use of Advanced Interafce Forms in SRM


** 
Hi All,
 
Can someone explain me what is the use of "Advanced Interafce Forms" in
SRM 2.1/2.2.
 
Thanks & Regards,
Manoj Jain
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_ 

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

Re: Enhancement request....

[Roys, Eric D]

Another example of not drinking their own Kool-Aid. A simplistic service 
request through SRM or use of Advanced Interaction Form for more granularity 
would do it (there's an example SRD with enhancement request in the sample 
data). Of course that's just the tool. You would actually need a defined and 
usable process to back it up. I hear Rick is looking for some consulting work 
so perhaps BMC could aquire his services to 'assist' in that effort ;-)

-E

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
Sent: Friday, June 19, 2009 2:15 PM
To: arslist@ARSLIST.ORG
Subject: Enhancement request

Why do we need to fill in a word document to submit an enhancement request? 
Whats wrong with a web form?

Hey, it is 40 years ago they put a man on the moon!




So my enhancement request is to provide a up to date enhancement request 
interface! This is just to bad!!!

Regards,
Jarl

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

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

Re: Consuming Complex External Web Service Help

[Roys, Eric D]

Thanks for the confirmation, Fred. 

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, February 17, 2010 9:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Consuming Complex External Web Service Help

Since the external service uses Arrays then you cannot use the standard
Filter consumption of web services.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
Sent: Tuesday, February 16, 2010 3:21 PM
To: arslist@ARSLIST.ORG
Subject: Consuming Complex External Web Service Help

Can this be done via filter mapping or does this require some
middle-ware? 

I'm trying to consume a complex web service from an external source and
have hit a snag with the filter mapping. 

The construct/hierarchy of the web service is: 

Location (top of hierarchy) //i.e. some address
-name (primaryAttribute)
Devices (0 or more child(ren) to Location) //i.e. a host at the
address
-name (primaryAttribute)
-features (0 or more child(ren) contains array of Devices)
//i.e. a host can have one or more components


The results would look something like: 

Location
-site123xxx
Devices
-device123
-
Devices
-device123_component123
-
...


So the parent-child link gets blurred as device123_component123 is a
child to device123->  not device123. And that can't
be mapped in the filter mapping. Is there anyway to handle this
natively? Have I missed something?

Thanks, 

Eric


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

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

Re: Consuming Complex External Web Service Help

[Roys, Eric D]

Thanks, Chintan. I'm not going to mess with the filter approach other
than to interface with a ws client as you described. Perhaps will
revisit if there's better support under version 8. 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chintan Shah
Sent: Wednesday, February 17, 2010 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Consuming Complex External Web Service Help


** 
Eric,

I tried this before but with complex mappings, I was unable to consume
it using a filter.

So, here's what I did.

Wrote a Java web-service client to consume web-service and then
integrated that client with Remedy using JAVA API.

Wrote a filter to invoke a Run Process that invokes that web-service
client with parameters from Remedy. Once client is invoked, it runs,
gets response and updates fields on Remedy using API.

Hope this helps.

If you happen to find something through Remedy filter, please share it.

Thanks
Chintan.

--- On Tue, 2/16/10, Roys, Eric D  wrote:



        From: Roys, Eric D 
Subject: Consuming Complex External Web Service Help
To: arslist@ARSLIST.ORG
Date: Tuesday, February 16, 2010, 1:20 PM


Can this be done via filter mapping or does this require some
middle-ware? 

I'm trying to consume a complex web service from an external
source and
have hit a snag with the filter mapping. 

The construct/hierarchy of the web service is: 

Location (top of hierarchy) //i.e. some address
-name (primaryAttribute)
Devices (0 or more child(ren) to Location) //i.e. a host at
the
address
-name (primaryAttribute)
-features (0 or more child(ren) contains array of Devices)
//i.e. a host can have one or more components


The results would look something like: 

Location
-site123xxx
Devices
-device123
-
Devices
-device123_component123
-
...


So the parent-child link gets blurred as device123_component123
is a
child to device123->  not device123. And that
can't
be mapped in the filter mapping. Is there anyway to handle this
natively? Have I missed something?

Thanks, 

Eric



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



_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_

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

Re: Consuming Complex External Web Service Help

[Roys, Eric D]

They still have arfJava plugin available?



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, February 17, 2010 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Consuming Complex External Web Service Help


** 

I've actually consumed complex web services (not where they had to push
to sub-forms) in a filter using the ArfPerl plugin and using SOAP::Lite
inside the Perl code in the filter.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
Sent: Wednesday, February 17, 2010 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Consuming Complex External Web Service Help

 

** 

Thanks, Chintan. I'm not going to mess with the filter approach other
than to interface with a ws client as you described. Perhaps will
revisit if there's better support under version 8. 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chintan Shah
Sent: Wednesday, February 17, 2010 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Consuming Complex External Web Service Help

** 

Eric,

I tried this before but with complex mappings, I was unable to consume
it using a filter.

So, here's what I did.

Wrote a Java web-service client to consume web-service and then
integrated that client with Remedy using JAVA API.

Wrote a filter to invoke a Run Process that invokes that web-service
client with parameters from Remedy. Once client is invoked, it runs,
gets response and updates fields on Remedy using API.

Hope this helps.

If you happen to find something through Remedy filter, please share it.

Thanks
Chintan.

--- On Tue, 2/16/10, Roys, Eric D  wrote:


From: Roys, Eric D 
Subject: Consuming Complex External Web Service Help
To: arslist@ARSLIST.ORG
Date: Tuesday, February 16, 2010, 1:20 PM

Can this be done via filter mapping or does this require some
middle-ware? 

I'm trying to consume a complex web service from an external source and
have hit a snag with the filter mapping. 

The construct/hierarchy of the web service is: 

Location (top of hierarchy) //i.e. some address
-name (primaryAttribute)
Devices (0 or more child(ren) to Location) //i.e. a host at the
address
-name (primaryAttribute)
-features (0 or more child(ren) contains array of Devices)
//i.e. a host can have one or more components


The results would look something like: 

Location
-site123xxx
Devices
-device123
-
Devices
-device123_component123
-
...


So the parent-child link gets blurred as device123_component123 is a
child to device123->  not device123. And that can't
be mapped in the filter mapping. Is there anyway to handle this
natively? Have I missed something?

Thanks, 

Eric


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


_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_ 

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_ 

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

Re: Make Required field optional

[Roys, Eric D]

Is it feasible to pass a known "place-holder" value so that the
transaction can take place but be identifiable for remediation (i.e.
notify a person to look into it, display it on a console to address,
etc)? 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Friday, February 19, 2010 2:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Make Required field optional

I hate it when I hit send too fast

A Run-If of   $CLIENT-TYPE$ != 34 and $Assigned Person$ = $NULL$


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Friday, February 19, 2010 2:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Make Required field optional

Change your field to Optional and add a filter with a Run-If of
$CLIENT-TYPE$ != 34 that does an error message

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Friday, February 19, 2010 2:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Make Required field optional

I have a problem. Thanks Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Friday, February 19, 2010 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Make Required field optional

It depends on how the Assigned Person is required on Form B.

If you have it marked in the form as a required field then you have a
problem.  If you are doing it in workflow then you can modify the
workflow to exclude web services  $CLIENT-TYPE$ = 34

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Friday, February 19, 2010 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Make Required field optional

**
TGIF,

I will have XML sent through the Mid-Tier to create a record on Form A.
Form A will then run some filters to get information from the database,
and then push the information to a new record on Form B. The Assigned
Person which is a required field is not pushed to Form B.  If I create a
record in Form A using the RUT I get a required field error from Form B.
So I have two questions:

When the transaction takes place from the Mid-Tier will the required
field be ignored because this is all server side workflow?
If not is there a way for the push filter to tell Form B that Assigned
Person can be NULL.

Thanks
Mark


Mark Brittain
Remedy Developer
NaviSite
mbritt...@navisite.com
(315) 453-2912 x5335 (Phone)
(315) 317.2897 (Cell)
Reduce Cost of IT with Managed Hosting and Application Services from
NaviSite.
Visit www.NaviSite.com Today.


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

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

Re: Data Management latest release

[Roys, Eric D]

Check CAI:Events to see if there is/are any record(s) "stuck" there. If
so, there may be an error condition with error text available to help
you troubleshoot further. 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of remedy lee
Sent: Sunday, February 21, 2010 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Data Management latest release

Hi,

Installed data management into our prod environment.
prod 7.1 patch 3
itsm 7.0.3 patch 8
srm 2.1

when i try to update a support group (or anything with data
management) it stays in pending.
i delete sys lock and try again and still pending.
sometimes the ar plugin service can't load for data management but it
works for overview and other services.

any ideas what might be wrong?

it works in our dev perfectly.  an update with data wizard takes 3
seconds.


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

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

Re: Remedy View Validation

[Roys, Eric D]

If you have given permissions to the view external to Remedy such as for 
reporting user(s) for tools such as Actuate it is because you would need a 
mechanism to re-apply the permissions. 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Monday, February 22, 2010 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy View Validation

Ok, so it drops and recreates views. Is that really a bad thing?

Rick

-Original Message-
From: "Grooms, Frederick W" 
Date: Mon, 22 Feb 2010 14:03:10 
To: 
Subject: Re: Remedy View Validation

No BS.  I just ran a test ... It DOES delete and create the View.   
I simply added a field to a dummy form as a test and looked at the SQL log.  
This is on Solaris w/Oracle.

Action Request System(R)  Server   Version 7.1.00 Patch 008 200911120530
(c) Copyright 1991-2007 BMC Software, Inc.

  /* Mon Feb 22 2010 13:54:12.4877 */DROP VIEW Template  
 /* Mon Feb 22 2010 13:54:13.0786 */OK   /* Mon Feb 22 
2010 13:54:13.0792 */CREATE VIEW Template 
(Request_ID,Submitter,Create_Date,Assigned_To,Last_Modified_By,Modified_Date,Status,Short_Description,Real_Number_Field,History,Keywords,Date_Time_Field,Date_Field,Start_Time_Field,Time_Field,JUNK)
 AS SELECT 
T25.C1,C2,C3,C4,C5,C6,C7,C8,C52001,C536870915,C536870916,C54054,C56001,C56002,C56003,C56006
 FROM T25 
  /* Mon Feb 22 2010 13:54:13.1550 */OK

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Monday, February 22, 2010 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy View Validation

**
Views, it replaces.. It uses the syntax Create or Replace view as blah blah 
blah.. If present it just replaces - if absent it creates..
 
Tables like Rick says, it used to rename, create a new one, copy data from 
renamed table to new table, drop old.. Right now I'm not exactly sure what it 
does when you alter table, maybe it just issues the good old alter table 
statement??
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Rick Cook
Sent: Monday, February 22, 2010 2:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy View Validation
** I cry BS, too. Remedy USED to drop forms when a field was deleted, but I 
don't think even that happens any more. 
Rick

-Original Message-
From: Tommy Morris 
Date: Mon, 22 Feb 2010 13:36:04 -0600
To: 
Subject: Remedy View Validation

AR 7.5p1
Oracle 11g
We had a custom view built against HPD_Help Desk to facilitate external 
reporting. This view was recently dropped and then recreated by some "unknown 
entity" (I blame the kittens). When I asked our dba's about this they responded 
that the Remedy Application drops views and recreates them when a new field is 
added or moved around (customizing form views through Developer/ Admin tool). 
I of course cried BS but just wanted to ask the list; Has anyone seen where 
modifying a form causes database objects to drop and recreate?
Tommy Morris

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

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

Re: Remedy View Validation

[Roys, Eric D]

Yes it would. Or script it and run it on an interval depending on how
frequent you make changes. 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Monday, February 22, 2010 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy View Validation


** OK.  That would also be the case then if you were using any DB-based
replication or indexing.  In both cases the release procedures for
making form changes would need to include steps to restore the AR System
permissions to the view or rebuild the non-AR System indices on the
form.  Would that be an acceptable workaround?

Rick


On Mon, Feb 22, 2010 at 12:13 PM, Roys, Eric D
 wrote:


If you have given permissions to the view external to Remedy
such as for reporting user(s) for tools such as Actuate it is because
you would need a mechanism to re-apply the permissions.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook

Sent: Monday, February 22, 2010 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy View Validation

Ok, so it drops and recreates views. Is that really a bad thing?

Rick

-Original Message-
From: "Grooms, Frederick W" 
Date: Mon, 22 Feb 2010 14:03:10
To: 
Subject: Re: Remedy View Validation

No BS.  I just ran a test ... It DOES delete and create the
View.
I simply added a field to a dummy form as a test and looked at
the SQL log.  This is on Solaris w/Oracle.

Action Request System(R)  Server   Version 7.1.00 Patch 008
200911120530
(c) Copyright 1991-2007 BMC Software, Inc.

   
  /* Mon Feb 22 2010 13:54:12.4877
*/DROP VIEW Template   
   /* Mon Feb 22 2010
13:54:13.0786 */OK   /* Mon Feb 22 2010
13:54:13.0792 */CREATE VIEW Template
(Request_ID,Submitter,Create_Date,Assigned_To,Last_Modified_By,Modified_
Date,Status,Short_Description,Real_Number_Field,History,Keywords,Date_Ti
me_Field,Date_Field,Start_Time_Field,Time_Field,JUNK) AS SELECT
T25.C1,C2,C3,C4,C5,C6,C7,C8,C52001,C536870915,C536870916,C54054,
C56001,C56002,C56003,C56006 FROM T25 
 /* Mon Feb 22 2010 13:54:13.1550 */OK

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Monday, February 22, 2010 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy View Validation

**
Views, it replaces.. It uses the syntax Create or Replace view
as blah blah blah.. If present it just replaces - if absent it creates..
 
Tables like Rick says, it used to rename, create a new one, copy
data from renamed table to new table, drop old.. Right now I'm not
exactly sure what it does when you alter table, maybe it just issues the
good old alter table statement??
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Rick Cook
Sent: Monday, February 22, 2010 2:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy View Validation
** I cry BS, too. Remedy USED to drop forms when a field was
deleted, but I don't think even that happens any more.
Rick

-Original Message-
From: Tommy Morris 
Date: Mon, 22 Feb 2010 13:36:04 -0600
To: 
Subject: Remedy View Validation

AR 7.5p1
Oracle 11g
We had a custom view built against HPD_Help Desk to facilitate
external reporting. This view was recently dropped and then recreated by
some "unknown entity" (I blame the kittens). When I asked our dba's
about this they responded that the Remedy Application drops views and
recreates them when a new field is added or moved around (customizing
form views through Developer/ Admin tool).
I of course cried BS but just wanted to ask the list; Has anyone
seen where modifying a form causes database objects to drop and
recreate?
Tommy Morris



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net
<mailto:sponsor%3armisoluti...@verizon.net>  ARSlist: "Where the Answers
Are"



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net
<mailto:sponsor%3armisoluti...@verizon.net>  ARSlist: "Where the 

Re: Requestor Console ticket submissions issues after Patch 7.0.2 patch 7 ITSM

[Roys, Eric D]

Tim, 

Check CAI:Events (CAI Events) for records where Return Code = Error.
There's a field on the form called 'Return Message'. If it's a mapping
issue such as there's a mapping to a field/form that's no longer
available this is where it will show up. With luck that will get you
started in the right direction.

Also, via arplugin log, does the CAI plugin initialize properly?

-E

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau
Sent: Monday, February 22, 2010 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Requestor Console ticket submissions issues after Patch 7.0.2
patch 7 ITSM

Hi,

ARsystem 7.1 patch 7, SQL 2005

Just patched Incident/Problem/Change to 7.0.2 patch 7, needed this for
our monitoring tool, we previously had no patch, this is currently on
the test system.

Now it seems through the Requestor Console when creating requests no
longer update, they sit In Process.   Anyone seen this and know the work
around.  I know according to the patch some of the CAI forms had been
updated.  Seems like a lot of the fields no longer push.

Thanks

Tim


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

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

Re: tomcat with ars v7.5

[Roys, Eric D]

Thanks. I guess I didn't make that real clear. I was hinting at the
latter :-) 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Thursday, February 25, 2010 12:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: tomcat with ars v7.5

That would be true only if you use Tomcat as a web server.

If you use IIS as the web server and Tomcat as the jsp engine, then the
port is 80 (as you pointed out). So there is nothing really wrong with
Atul's url, unless while installing the Mid-Tier, he chose Tomcat to be
the web server and not IIS.. In that case the port would be 8080.

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Roys, Eric D
Sent: Thursday, February 25, 2010 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: tomcat with ars v7.5


Atul,
Try http://localhost:8080/arsys/shared/config/config.jsp
Tomcat defaults to port 8080 and IIS to 80. 

-E

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Thursday, February 25, 2010 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: tomcat with ars v7.5

Atul,

If this is a fresh installation, have you tried restarting the server?

Also, you would need to make sure that the Mid-Tier folder is permitted
to the user that starts the IIS service which is typically a user that
would be called IUSR_

Make sure that this user has read/write/execute permissions on the
Mid-Tier directory.

Also verify that the Tomcat Admin page can be opened with no problems.
If you have a problem opening this page, then fix that problem first.
Again IIS access to Tomcat folders would be the first thing I would
check for if the Tomcat Admin page cannot be opened..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Atul Vohra
Sent: Thursday, February 25, 2010 12:22 PM
To: arslist@ARSLIST.ORG
Subject: tomcat with ars v7.5


All,

We had IIS on the server and then I installed ARS v7.5 using the suite
installer and  validated the installation - I went back to the suite
installer and this time installed mid-tier which also installed tomcat
for me. All the installation went in fine.

Now though IIS and tomcat services are running I can not access
http://localhost/arsys/shared/config/config.jsp page.

Any ideas where i should look at. Pointers please

Thanks
Atul


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

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

Re: Anyone up for a MWRUG get together?

[Roys, Eric D]

Count me in :-)
 
Kind Regards, 
 
Eric Roys
System Analyst/Programmer
Information Technology
Verizon Business


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Sunday, April 24, 2011 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Anyone up for a MWRUG get together?


** 
Hi Matt,
 
Would love to see everyone again!!  Someone will have to pick up the
organizing duties but I'm certainly willing to attend and enjoy.  I need
to spend some time with Remedy-ites!
 
Thanks,
Susan
 
Sussan Palmer
ShopperTrak
200 W Monroe St 11th Floor
Chicago, IL  60606
312-529-5325 office
312-502-7687 cell
spal...@shoppertrak.com


On Fri, Apr 22, 2011 at 11:32 AM, Matt Reinfeldt
 wrote:


** 

Folks,

 

I've had to migrate the RemedyUserGroups.com website to a new
host, so I took the opportunity to revamp the site a little bit... :-)

 

I've only gotten a few of the User Groups listed currently, but
if there are others out there who want more information about their
groups posted, please contact me and we'll get you all set up!

 

Additionally, I am 'feeling the waters' to see who'd be
interested in getting a MWRUG meeting together (see
http://www.remedyusergroups.com   !).
Please leave your thoughts/feedback on the site!

 

Thank you and have a great weekend!

 

Matt Reinfeldt

 

 

_attend WWRUG11 www.wwrug.com   ARSlist:
"Where the Answers Are"_


_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 

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

Re: Service Action Type

[Roys, Eric D]

Sorry for the late post on this topic
 
Perhaps an example may help...  If anyone wants an example like this
that you can import and play with, let me know and I'll drop something
on BMCDN
 
/* Preamble */ 
On how many forms do you have workflow that performs a function like
checking to see if an entry already exists? That's X forms with Y amount
of workflow actions (filters, active links, or both). Each form's
workflow to manage that has essentially a rigid definition of the
criteria of that lookup in the set field from server action, meaning
there's not much of an opportunity to used shared workflow across all
the forms (at least without creating unnecessary mess on those forms). 
 
Using the service action you can do this cleanly across all forms and
have it work with both filters and active links (cutting your code
footprint). Here's quick rundown of what that 'could' look like: 
 
/* For the service action, there is a client call (where the service
call is made by filter or active link of a form) and a "server" call (or
where the call is "handled" on some form)
The following is the "server" end of the transaction processing. 
*/
 
1. New Display Only Form (let's call it XYZ:SVCBUS)
2. Add necessary fields to that form
- Add a half dozen or so of each relevant field type (int, char,
etc) for input and output 
- Add a char field - call it serviceAction [this is where you
distinguish what workflow will fire for the various service calls- just
one approach]
- Add a char field - call it zzTbl_Qual - we'll use this later in
the example
- Add other temp fields as necessary to process service actions
- Since we're working on the "does it exist" example, create a
table field with generic properties: 
a. Data Source = SAMPLE DATA
b. Sample Form Name = 
c. Runtime Server Value = $SERVER$  //the current server
d. Runtime Form Value = $input_map_field01$  //we'll pass
this in with the service call
e. Qualification = EXTERNAL($zzTbl_Qual$ AND $zzTbl_Qual$ !=
" ")
f. Add single column to the table (this should be the field
with database id = 1, whether that's Entry-Id, Request Id, or whatever
it may be called) 
 
3. Define filter to process service action
a. Filter Name: XYZ:SBUS:GDE_Service_LookupByQual_Process 
b. Execution Options: State = Enabled, Execution Order = 0, (no
actions checked)
c. Run If Qualification = ('input_map_field00' != $NULL$) AND
('input_map_field01' != $NULL$)   
d. Error Handler = 
e. If Actions:
SetFields 1: Set (current transaction) 'zzTbl_Qual' with
'input_map_field00'  //sets table qual with the qual we received from
input map
SetFields 2: Set (current transaction) 'out_map_field00'
with COLCOUNT(the_the_column_from_the_table_field)
 
/* If you start accepting many different service calls with many
different operations the guide approach helps for clarity 
a bit bulky in this minimalist example
*/   
4. Define a filter guide for form XYZ:SVCBUS
a. Application List Label = LOOKUP_CHECKEXISTSBYQUAL
b. Description:   This function is used whenever it's necessary
to look to see if a record already exists in some form. 
This is typically used in validation
checks especially for duplicate entries
c. Guide Name: XYZ:SBUS:Lookup_CheckExistsByQual
 
5. Define your service filter to accept service calls for form
XYZ:SVCBUS
a. Filter Name: XYZ:SBUS:SVC_LookupByQual_CallGDE
b. Execution Options: State = Enabled, Execution Order = 500
, Service = Checked
c. Run If Qualification = 'serviceAction" =
"LOOKUP_CHECKEXISTSBYQUAL"
d. Error Handler = 
e. If Actions = Call Guide -> XYZ:SBUS:Lookup_CheckExistsByQual
 
/* For the service action, there is a client call (where the service
call is made) and a "server" call (or where the call is "handled")
The following is the "client" end of the transaction processing. On
the example form below we'll just flag a service call by gaining
focus on the Status field and setting a field with a value returned
from the service call. The value returned is this case is the number of
records that match the qual we pass in. 
*/
 
1. Create new regular form (let's call it _Example1)
a. Add a new char field call "My Field"
 
2. Create an active link (or you could do it with a filter)
a. Name: _Example:Service_IsExisting
b. attach it to the new form created
c. Execution Options: Gain Focus on Status field
d. If Action -> Service
- Form Name: XYZ:SVCBUS
- Request Id = Request Id
- Input Mapping: 
'input_map_field00' -> "1=1"  (//just hardcoding
something here for now, but ideally this should be dynamically set)
'input_map_field01' -> "User" (//just hardcoding
something here for now, but ideally

Re: Fun: how big?

[Roys, Eric D]

0 (You didn't specify it had to be a production system... lol)



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, April 27, 2011 3:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Fun: how big?


** 648.4


On Wed, Apr 27, 2011 at 1:25 PM, Pargeter, Christie :CO IS
 wrote:


** 
222.6



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hyunkel v2.0
Sent: Wednesday, April 27, 2011 8:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Fun: how big?


** Woohooo I got 13174.65 


Hugo Ruesga 
Software Development Advisor
US  972.577.7000 x 332.3868
MX +52 (33) 3332.3868  

P Please consider the environment before printing this email

The information contained in and transferred with this
electronic message is intended only for the recipient(s) designated
above, it is protected by law and it may contain information which is
privileged and confidential. If you are not the intended recipient,
please do not read, copy, or use it, and do not disclose it to others.
Please notify the sender of the delivery error by replying to this
message, and then delete it from your system. Thank you.









> Date: Wed, 27 Apr 2011 08:26:37 -0600
> From: john.sundb...@kineticdata.com
> Subject: Fun: how big?
> To: arslist@ARSLIST.ORG
> 
> Query your 'main form'
> (incident,change,service-request,custom???)
> 
> Query for first ticket created after 1/1/2010 (get the number)
> 
> Query for first ticket created after 1/1/2011 (get the number)
> 
> Subtract 2nd-1st / 365
> 
> Then publish your daily volume.
> 
> I am wondering if anybody is over 100,000 daily.
> 
> How many > 10,000 daily???
> 
> Anybody under 100 daily on the main form?
> 
> 
> Also - has anybody passed 1billion total in any form???
> 
> I will buy a drink at WWRUG for the person/remedy team with
the most :)
> 
> -John
> 
> 
> Sent from my iPhone
> 
>

___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 


_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 

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

Re: Adding new columns to Overview Console

[Roys, Eric D]

Robert, 

You can turn on server-side sql logging to check for sql failures that would 
indicate if the mapped field/table source is incorrect. In the sql you will see 
multiple statements run when the overview console tries to load. One will be 
the statement including your new field (database Id) and possibly an error 
indicator if it's not processing correctly. 

HTH, 

Eric  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jlbess
Sent: Friday, May 20, 2011 9:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adding new columns to Overview Console

Have you restarted ARS yet? Requires a restart of the service for the change to 
take effect.

Jason


Sent from iPhone

On May 20, 2011, at 9:03 AM, "Spangler, Robert CIV JFCOM JWAC" 
 wrote:

> I had followed the outline as seen in BMC Communities here 
> (https://communities.bmc.com/communities/message/133862#133862).  The 
> field is available to be selected and shows up as a column header in 
> the table in the Overview Console, the there is no data.  I have set 
> the permissions to public on the new fields.  Thanks in advance for 
> any help :-)
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Friday, May 20, 2011 8:19 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Adding new columns to Overview Console
> 
> Hi,
> 
> You have to do a couple of things.
> 
> 1. You need to create a new field in SHR:ARDBC_OverviewConsole, if the 
> field is not already there
> 
> 2. You need to map the field id of that field to its corresponding 
> field in the source form. This is done in SHR:ARDBCFields. Look at the 
> existing records to figure out which id goes where, and which tag 
> corresponds to your source form.
> 
> For example the tags for Incident, Problem and Change are 
> MAINHELPDESK, MAINPROBLEM and MAINCHANGE.
> 
> You will probably need to restart your plugin server when this has 
> been accomplished.
> 
> After this you should be able to add the new column to SHR:OverviewConsole.
> 
>Best Regards - Misi, RRR AB, http://www.rrr.se
> 
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
> 
>> Has anyone added any fields to the Overview Console?  I have looked 
>> into this and there was some info on BMC Communities, but when I 
>> followed this procedure, the fields remained blank.  BMC tech support 
>> says it submitted an RFE for this.  I am running ARS 7.5 P6 and ITSM
>> 7.6 P1.  Would really appreciate any feedback or ideas!  Thanks
>> 
>> 
>> _
>> _ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
>> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>> 
> 
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

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

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

Re: Problem with JAVA API

[Roys, Eric D]

Here's an example you can play with, too. 
This is method to modify existing Entry object with updates to field/value 
pairs and addition of new key/value pairs. 
The return is an Entry object that is ready to use in the update entry call to 
Remedy. The Entry is updated by removing existing key/values from the
Entry object that has "old" data and then adding in "updated" data or appending 
"new" data. In this example I'm also swapping out the Entry status field
value with a new status field value because of the nature of what it's for. 
Yes, the method is not overly generic because
of that but it's an example that you can tweak. 

HTH,

-Eric

/**
 *Adds the results (field/values) received from the external integration 
system to the Entry retrieved
 * from Remedy to update the entry in Remedy with latest data.
 * @param Entry original  the Entry to update in Remedy with 
integration data.
 * @param Map<\Integer,\String> attributes   the Map returned from 
field/value pair mapping retrieved from integration source
 * @returnEntry   an Entry object with integration data appended
 * @exception  throws RuntimeException
 */
private synchronized Entry addResultsToEntry(Map attributes, 
Entry entry)
throws RuntimeException{

if(attributes != null && entry != null){
//map is our integration system to remedy mapping
Iterator> iter = 
attributes.entrySet().iterator(); 
while (iter.hasNext()) {
Map.Entry x = iter.next();
//check to see if entry already has field id 
and remove it so we can add the field id:value from the map
if (entry.containsKey(x.getKey())) {
entry.remove(x.getKey());
}
else{
//just add the fieldid:value to the 
entry
logger.debug("adding value to return 
entry: KEY: " + x.getKey() + " VALUE: " + x.getValue());
entry.put(x.getKey(),new 
Value(x.getValue()));
}
}
}
//set the writer status (**which is necessary or the record 
will continue to be read during polling**)
if(entry != null){
//remove existing status field from entry
if(entry.containsKey(ConfigParams.REM_STATUS_FIELD)){
entry.remove(ConfigParams.REM_STATUS_FIELD);
}
//add updated status back into entry
entry.put(ConfigParams.REM_STATUS_FIELD, 
new 
Value(ConfigParams.getConfigParameter(ConfigParams.WRITER_STATUS)));
}
return entry;
}

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: Friday, June 17, 2011 6:12 AM
To: arslist@ARSLIST.ORG
Subject: Problem with JAVA API

Hello,

That is a rather odd problem. If you are fetching field 7, is it in the Entry 
object? If so, I don't know why you see this error if you try calling setEntry. 
Perhaps you should only get the fields you want to fetch, ie.

List fields = new ArrayList(); if (ACTIVIDADES_1!=null)
  fields.add(536870934);
if ...
int[] campos= (int[])fields.toArray(new int[] {}); // not very nice syntax!

However, I would change the method entirely and pass in a map of field/values.


John
--
Single Sign On for BMC AR System
http://www.javasystemsolutions.com/jss/ssoplugin/bmcitsm


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

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

Re: The Service Action in an Active Link

[Roys, Eric D]

Jason, that's a pretty good explanation. The problem is that this new
programming paradigm is not exactly great from a documentation
perspective as Chris alluded to so it's very important for the
"commands" to be documented somewhere otherwise it's PAINFUL for those
coming in after the fact. In the case of ITSM they are not documented
and it is PAINFUL. I know there are other cheat sheets out there in
BMCland but I don't believe I've seen anything for this particular case.
I'd imagine it would be helpful if it looked something like the sampling
provided below although I admit it's in rough format from some of the
playing around I've done with it.

I like service actions because it allows the calling of workflow from
any form to get to the same end and workflow is handled the same across
the board (what LJ was talking about with respect to web services,
service bus, SOA or whatever the term of the day is for it). It's
important, however, to ensure the commands are well thought out because
it does require an amount of hard coding which makes changing the
commands rather inefficient.
 
Application Commands: 

SYNCH_USER_MOD -> Modify User record when People record is modified
(i.e. updates license type and full name based on Login Name supplied)
Input To: SHR:USB:Controller  // the form where SERVICE is interpreted
and actions are triggered
 input00: inchar00 -> Login Name
 input01: inchar01 -> Full Name
 input02: inchar02 -> License Type
 input04: zzcommandMessage -> "SYNCH_USER_MOD"
 output00: outchar00
 output01: outErr  //set using error handler using $ERRNO and ERRMSG
keywords
 
SYNCH_USER_DISABLE -> Removes all assignment and permission groups and
then disables a user record including arbitrary setting of password for
immediate effect. 
Input To: SHR:USB:Controller // the form where SERVICE is interpreted
and actions are triggered
 input00: inchar00 -> Login Name
 input01: inchar01 -> guid (i.e. user instance id)
 input02: zzcommandMessage -> "SYNCH_USER_DISABLE"
 output00: outchar00
 output01: outErr //set using error handler using $ERRNO and ERRMSG
keywords
 
SYNCH_USER_GROUPLIST_ADD -> Update User record by Adding input to
existing group list.
Input to: SHR:USB:Controller // the form where SERVICE is interpreted
and actions are triggered
 input00: inchar00 -> loginName
 input01: zzCommandMessage -> "SYNCH_USER_GROUPLIST_ADD"
 input02: inchar01 -> groupId
 output00: outChar00 -> outChar00
 output01: outErr //set using error handler using $ERRNO and ERRMSG
keywords

FWIW.
 
Eric Roys
Sr. Sales Engineer
Verizon Business
 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Friday, August 06, 2010 12:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: The Service Action in an Active Link


** Hi Chris,

I felt the same way you do when I read the docs regarding the Service
action.  I have dabbled with the Service action a little bit and the doc
left me with some questions also.  I am still not sure I understand its
full power.

The "butt" values you see are most likely in Run If qualifications in
Filters.  Something like 'z1D Action' = "GETDEFAULTCOMPANY".  Then the
filter is triggered on Service and GETDEFAULTCOMPANY is passed to it in
the Service action mapping.

A few uses would be:


*   Now you can really trigger a notification action from an Active
Link instead of having do a Commit Changes or push a record to a form to
trigger a filter. 
*   Along the same lines you can now have an AL call a Service
filter with a Set Fields from a Web  Service or Filter API without
having to do a commit to trigger a filter.

*   You can trigger a filter from an AL to to elevate permissions
and perform an action with Admin privileges.  (If not used appropriately
this could also undermine permissions)

In some ways it can clean up some creative coding we had to use in the
past.  Such as have a button/AL that sets a value to a DO field, does a
Commit Changes that triggers a filter with low Execution Order looking
for that value in the DO field to perform a Filter only action and then
the Filter has a Go To action which bypasses the remaining filters just
to avoid actually updating the record (Modified Date/Last Modified By).
Now the AL can just trigger the filter (actually all Service filters
related to the form).

Hope that helps.
Jason



On Thu, Aug 5, 2010 at 9:07 PM, strauss  wrote:


** 

I am trying to reconstruct some of our customizations from ITSM
7.0 on the ITSM 7.6 system.  One of the things I have run into is a new
ARS 7.5 "feature" called a Service action.  The documentation (two whole
pages in the Workflow Objects Guide - pp. 107-108) might mean something
to whoever wrote it, but I have yet to learn what these actions are, how
they work, and how to trigger them just by reading it.  According to
ARUtilities, there are something like 137 active links (and 2 filters)
that use this act

Re: EXTERNAL Keyword

[Roys, Eric D]

I say just skip the set field action altogether and just change the
table qual to : 
(EXTERNAL( $Query-Search$)) AND ( $Query-Search$ !=  " " )
 
This was a tip provided years back when v5 was released and EXTERNAL()
was a new concept. I don't recall who provided the tip, however, but it
works and cuts down on superfluous code. 
 
-E




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Friday, August 06, 2010 10:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword


** 
One needs to be careful using something like 1=0.  As others have noted
this can cause a full table scan.  On one of our forms we had 5 table
fields that used the External function so that we could trigger when the
tables displayed data or did not.  There were Active Links that set
fields to 1=0 for the use of External with the Table fields.  We were
seeing delays with displaying a record when the system was being used
heavily.  Some times, these delays were fairly lengthy.  Recently I
changed these Active Links to use a more realistic search against an
indexed field.  I replaced with some thing like 'Ticket ID' = "0".
After the change the delays with displaying a record have virtually
disappeared.
 
Dave


From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Remedy
Sent: Friday, July 30, 2010 7:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword


** 
There is no way around the database query happening. I believe there was
some discussion earlier in the week about the (1=2) submitting a wiry to
the db.

For your table problem, What i have done is for any of my forms that use
the external(), I have an active link that fires on open window and does
a set field of "(1=2)". We do this for all table fields where required.

We use this a lot in our system, for both the UserTool and mid-tier and
have seen no issues or performance problems.


Brent...

Sent from my iPhone

On Jul 30, 2010, at 4:11 PM, Jason Miller 
wrote:



** Hi Lisa,

It would take a little extra workflow but you could have the
$Query-Search$ field default to something that will not return results.
Then when the time is right replace that with your real search.

You could use 1=2.  I just tried it out on a test form.  I also
logged it client-side and it looks like it is going to query the db
(maybe it is late enough on Friday where most people are not looking at
the List and the 1=2 reference won't start a riot :)


Fri Jul 30 2010 15:50:30.5980 */SELECT TOP 1001
T773.C1,C536870915,C536870964,C536870965,C536871324 FROM T773 WHERE (1 =
2) ORDER BY C536870915 ASC, 1 ASC

Jason


On Fri, Jul 30, 2010 at 12:07 PM, Kemes, Lisa <
 lisa.ke...@tycoelectronics.com>
wrote:


** 

I have a table that gets populated by a field that I
build my query/search on.  So my table qualification is: EXTERNAL(
$Query-Search$) (Query-Search being the name of my field).
 
If there is nothing in this field and someone clicks on
the table, then ALL the data on that form gets pulled into that table!  
 
I was hoping that if nothing is in my query-search field
then nothing would be populated into that table.  :(
 
Lisa Kemes 
AR System Developer
Tyco Electronics
717-810-2408 tel
717-602-9460 cell
 lisa.ke...@te.com
 
 
 
_attend WWRUG10  www.wwrug.com
ARSlist: "Where the Answers Are"_ 


_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ 

_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend
WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ 

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

Re: Open Outlook email from ARS

[Roys, Eric D]

Mark, 
 
You can use OLE for the windows client or an activelink with javascript
for the midtier users. 
 
-E



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Monday, August 30, 2010 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Open Outlook email from ARS


** 
Hi All,
 
Had an unusual request from a user that I thought I would post to the
group. Is there a way for an active link to pop up an new Outlook email
with information from the ticket populated. I suspect this would be
similar to using MS Word as a spell checker. 
 
ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9
 
Thanks
Mark
 

Mark Brittain 
Remedy Developer 
NaviSite 
mbritt...@navisite.com   
(315) 453-2912 x5835 (Office)
(315) 317.2897 (Cell) 
 


    
This e-mail is the property of NaviSite, Inc. It is intended only for
the person or entity to which it is addressed and may contain
information that is privileged, confidential, or otherwise protected
from disclosure. Distribution or copying of this e-mail, or the
information contained herein, to anyone other than the intended
recipient is prohibited.

_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ 

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

Re: Service Request is stuck

[Roys, Eric D]

Larry, 
 
Check in CAI:Events form for an error related to the request. If CAI was
unable to push the request to incident due to varying errors it should
show up there (i.e. timeout, missing field, etc). 
 
-Eric



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Larry Barnes
Sent: Thursday, September 02, 2010 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Service Request is stuck


** 
I'm running Service Request 2.2.00 patch 003 and ARS 7.5.00 patch 006 in
a development environment.  I can create REQ tickets but they are not
creating the INC ticket.  This particular template I'm using does not
require an approval.  When I look at the REQ ticket in the Service
Requests form I do not see any errors so I'm wondering why the INC
ticket is not being created.
Has anyone seen this before and if so how did you resolve it.
 
Thanks for your time,
 
Larry B.
_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ 

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

Java plugin server thread configuration question

[Roys, Eric D]

Is it possible to configure individual plugins within a plugin server to use 
their own configuration for threads? 
I.E. if there are multiple plugins within pluginsvr_config.xml, can each have 
their own designated number of threads or is it only possible that each uses 
the numCoreThreads setting for the overall plugin server? If they need to be 
different from the numCoreThreads designated by the pluginserver, is there any 
way to handle outside of running under a different plugin server instance, and 
if not, can multiple plugin servers be run on the same server with a single 
instance of Remedy?

(see below for example plugin server config)

Thanks in advance for any thoughts on this... 
Kind Regards, 
 
Eric Roys
GSSI
Verizon Business


Example plugin server config file... 


myPort
false
2
4
86400
1
2700
5
2
0
5



PLUG00 
some jar 
location
some class name


PLUG01 
some jar 
location
some class name


PLUG02 
some jar 
location
some class name


PLUG03 
some jar 
location
some class name




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

Re: Java plugin server thread configuration question

[Roys, Eric D]

Many thanks to John Baker from Java Systems Solutions for a work-around
to this via modification to the plugin code (see below and I hope I
incorporated it correctly :-). I would still like to know if it is
possible to configure per plugin threads via the pluginsvr.conf
configuration or other mechanism. This is for an ARS 7.5 / 7.6
environment. 

Thanks, 
Eric

Example singleton plugin: 
--

package com.company.samples;

import java.util.List;
import com.bmc.arsys.api.ARException;
import com.bmc.arsys.api.Value;
import com.bmc.arsys.pluginsvr.*;
import com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluggable;
import com.bmc.arsys.pluginsvr.plugins.ARPluggable;
import com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPlugin;
import com.bmc.arsys.pluginsvr.plugins.ARPluginContext;
import com.bmc.arsys.*; 
import org.apache.log4j.Logger;
import com.company.someotherstuff*;

/**
 * A class representing a singletone Plugin service.
 * This will run as a java plugin under the Remedy Java plugin framework
 * as a single instance instead of x instances as defined by arpluginsvr
coreThreads
 *
 * Useful when the plugin calls it's own management mechanism for work
distribution
 * or a poller mechanism that should only be initialized once.
 * 
 */
public class MyPlugin extends ARFilterAPIPlugin {

  // initiate logger
  private static final Logger logger = Logger.getLogger(MyPlugin.class);

  // for our singleton
  private static MyPlugin myplug;
  public MyPlugin() {};
  
  /* Initialize the Remedy plugin */

  public void initialize(ARPluginContext context) throws ARException {

  logger.info("Started plugin init");
  super.initialize(context);
  
  /* check if it's already available, if not it's safe to init the
 code for other stuff to do
  */
  if(myplug == null){
  myplug = getInstance();

  //initialize the stuff we want to run outside of current
thread
  initializeApp(context);
  }
 }

  public void terminate(ARPluginContext context) throws ARException {

  logger.info("Terminating context");

  //cleanup routine here for graceful shutdown

  super.terminate(context);
  }
  
  /* start it (the plugin) */

  public static void main(String[] args) {

  //'cause it's not ultimately useful at this juncture to accept
params at startup...
if(args!= null){
logger.warn("This plugin does not accept command line
messaging...");
}
  }

  /* initialize the meat of the plugin outside of the plugin
initialization thread
 so the init process can complete and we aren't mucking things up
(according to the docs)
  */
  private void initializeApp(ARPluginContext context) throws
ARException{
  
  //class for storing config variables in memory instead of dealing
with an overload of i/o
  ConfigParams cp = new ConfigParams();

  try{
logger.info("calling init...");
cp.initialize(); // load config file parameters into mem
Thread t = new Thread(new Poller()); //thread our poller
mechanism
t.start(); //start the poller

} catch (RuntimeException rte){
   terminate(context);
  } 
  }

  /* we aren't allowing filter api calls to this plugin because the
plugin
 polls remedy asynchronously for all work to process
  */
  
  public List filterAPICall(ARPluginContext context, List
in) throws ARException {
return null;
  }

  /* we aren't allowing event calls to this plugin
  */

  public void onEvent(ARPluginContext context, int arg1) throws
ARException {
//do nothing
  }

  /* get an instance of this plugin */

  private synchronized static MyPlugin getInstance()
{
   if (myplug==null) myplug = new MyPlugin();
   return plug;
}
}


Previous message: 


Is it possible to configure individual plugins within a plugin server to
use 
their own configuration for threads? 
I.E. if there are multiple plugins within pluginsvr_config.xml, can each
have 
their own designated number of threads or is it only possible that each
uses 
the numCoreThreads setting for the overall plugin server? If they need
to be 
different from the numCoreThreads designated by the pluginserver, is
there any 
way to handle outside of running under a different plugin server
instance, and 
if not, can multiple plugin servers be run on the same server with a
single 
instance of Remedy?

(see below for example plugin server config)

Thanks in advance for any thoughts on this... 
Kind Regards, 
 
Eric Roys
GSSI
Verizon Business


Example plugin server config file... 


myPort
false
2
4
86400
1
2700
5
2
0
5



PLUG00 
some jar 
location
some class name


PLUG01 
  

Re: Java plugin server thread configuration question

[Roys, Eric D]

Thanks, John. Duly noted. Again, appreciate the wisdom! Without the gory
details, I believe any bottle neck here, will have little if any affect
on the requirements and design for my particular need, but I'll keep
searching for a better alternative. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John Baker
Sent: Friday, October 29, 2010 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Java plugin server thread configuration question

Eric,

Well done, although there is one minor change that's required:

  private static final byte[] LOCK= new byte[0];

  public void initialize(ARPluginContext context) throws ARException {
  ... 
  synchronized(LOCK) { 
if(myplug == null){
  myplug = getInstance();
  ...
}
  }
  }

The lock is required because multiple threads can access that method,
and you only want one to create the MyPlugin object. 

As a further improvement, I'd use a different object for your singleton,
i.e. separate it from the plugin.

Finally, do remember that in a multi-threaded model, using a singleton
is a bottleneck.


John
--
Single Sign On for the AR System
http://www.javasystemsolutions.com/jss/ssoplugin


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

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

Re: Setting up web serivces on ARS existing server

[Roys, Eric D]

Debra,
There is a KB article @ bmc support that walks through the manual install of 
web services by mod to the ar.conf or the alternative is to re-run the server 
install choosing to add only the web services component. 

Hth,
Eric

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Tue Dec 28 17:33:51 2010
Subject: Re: Setting up web serivces on ARS existing server

I did check the websvc70.jar file located in my server bin but this file does 
not contain the class that is reported in the error.
Also I don't have any of the settings or files you mention below 
ARF-Java-Class-Path is not in my ar.conf file anywhere and I don't have a file 
called pluginsvr_config.xml anywhere where my ars files are installed - perhaps 
these items are only setup if you install specific plug-ins during the install 
process.

Thanks again!
Debra



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Tuesday, December 28, 2010 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting up web serivces on ARS existing server

It is probably looking for websvc70.jar (since you are on ARS 7.0) and should 
be defined on a "ARF-Java-Class-Path" line in the ar.conf.  The file may be 
there, just the line missing in the conf.

If you have the ar_install script look in it for  "ARF-Java-Class-Path".  It 
should tell you what needs to be on that line
   i.e.   
>  less ar_install   
   /ARF-Java-Class-Path

There is also a pluginsvr/pluginsvr_config.xml file that has a 
ARSYS.ARF.WEBSERVICE section.  Make sure the path in there is correct.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Anderson Debra (PRN)
Sent: Tuesday, December 28, 2010 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting up web serivces on ARS existing server

Hi Fred,

Thanks for the tip.  I tried this process but got an error on a missing class 
file for the plug-in startup.

In searching thru the jar files in the ar server bin area didn't find any with 
this class or class path included.
Is it possible the file that contains this class would be missing if the 
plug-in was not selected during the original install?

Exception in thread "main" java.lang.NoClassDefFoundError: 
com/remedy/arsys/api/Util
390695 : Can't locate the WebServiceSoapClient class (ARERR 9130)

Any idea where this class file might be located?

Thanks
Debra

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Tuesday, December 28, 2010 12:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting up web serivces on ARS existing server

If you have the line "Plugin: {path_to_file}/libwebservice.so" in your ar.conf 
then the plugin is installed.  There are no forms required for the plugin to 
function.

To install the plugin do the following:   
   First   Find the file "libsebservice.so" is on your system.   
   Second  Add a line in the ar.cfg  "Plugin: {path_to_file}/libwebservice.so" 
   Third   Restart the arserver processes

To remove the plugin simply comment out the plugin line in the ar.conf and 
restart the arserver processes.

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Anderson Debra (PRN)
Sent: Tuesday, December 28, 2010 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Setting up web serivces on ARS existing server

** 
Hi Everyone,

We are running ARS 7.0.01 on Solaris with Mid-tier and want to try out Remedy 
Web Services integration.

However I believe when our server was installed (a few years back) the 
web-services plug-in was not installed.

Two Questions
1 - How can I confirm the web-service plug-in is not installed.  I don't see 
any of the expected forms in the system for web services and the ar.conf file 
doesn't list any web-service plug-in.

2 - The install documentation doesn't give a lot of help on adding a plug-in to 
an existing system.   I have to be careful not to mess up our development 
server as its used by several teams.  Does anyone have suggestions on how to 
install/add this plug-in with minimal risk to the existing system? 

Thanks
Debra

Debra Anderson
T  415.808.9118   |   F  415.808.3535   
600 Harrison St .   San Francisco, CA   .   94107

PRN | media where & when it matters

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

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

Re: License Question...

[Roys, Eric D]

Matt, 

 

Technically, speaking it is not required as a read license will suffice if the 
server is set with Submitter Mode = Locked. That was the case with SRM 2.x, but 
it should carry over to the 7.x version as well since it uses the same 
foundation (CAI) for request creation. I’m not sure where the User Add-On 
License came from but any enlightenment would be appreciated.

 

-Eric

 

 



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
Sent: Wednesday, January 26, 2011 10:10 AM
To: arslist@ARSLIST.ORG
Subject: License Question...

 

All,

Currently we are paying for:

BMC Remedy Self Service − User Add−On License

According to BMC they state it is needed by end users to submit a request?

But That doesn’t make sense.

All you need to submit a request is to have a Read LICENSE, and Service Request 
User permissions.

 

Now, I’ve done some searching on the web (couldn’t find anything in the 
documentation…) and apparently this “BMC Remedy Self Service” LICENSE

is needed by the Request System.

 

But How is it needed and Why is it needed?

We have the BMC:SR Mgmt Application license, is this the same thing?

Then I take a look at the quantity of these Licenses that we have, and they 
seem either WAY too low, or WAY too high.

 

Any help would be appreciated,

Thanks

Matt P.

 

Re: License Question...

[Roys, Eric D]

Matt, 

I would bet that there’s some misunderstanding within the sales org at BMC 
about this requirement. I would recommend having a discussion with your account 
rep if no one can offer any other guidance here. Perhaps David Easter can 
enlighten us, as well?

 

-Eric

 



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
Sent: Wednesday, January 26, 2011 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

 

“I’m not sure where the User Add-On License came from”

That’s what BMC labeled it, when they sent the quote to us.

 

We are running SRM 2.2, with Submitter mode locked.

I started going through our list of applied licenses (Form: AR System 
Administration: Add or Remove Licenses)

And don’t even see it listed there either, yet we are using SRM just fine.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roys, Eric D
Sent: Wednesday, January 26, 2011 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

 

Matt, 

 

Technically, speaking it is not required as a read license will suffice if the 
server is set with Submitter Mode = Locked. That was the case with SRM 2.x, but 
it should carry over to the 7.x version as well since it uses the same 
foundation (CAI) for request creation. I’m not sure where the User Add-On 
License came from but any enlightenment would be appreciated.

 

-Eric

 

 



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
Sent: Wednesday, January 26, 2011 10:10 AM
To: arslist@ARSLIST.ORG
Subject: License Question...

 

All,

Currently we are paying for:

BMC Remedy Self Service − User Add−On License

According to BMC they state it is needed by end users to submit a request?

But That doesn’t make sense.

All you need to submit a request is to have a Read LICENSE, and Service Request 
User permissions.

 

Now, I’ve done some searching on the web (couldn’t find anything in the 
documentation…) and apparently this “BMC Remedy Self Service” LICENSE

is needed by the Request System.

 

But How is it needed and Why is it needed?

We have the BMC:SR Mgmt Application license, is this the same thing?

Then I take a look at the quantity of these Licenses that we have, and they 
seem either WAY too low, or WAY too high.

 

Any help would be appreciated,

Thanks

Matt P.