Re: Change Management 7.6.04 or whatever version uses Task Phase Management
The following issues have been noticed so far, when task phasing is turned on: a.. The process flow bar gets stuck in an approval phase although there are no approvals necessary for that phase of the change request. b.. The status of the tasks in the Tasks tab of the change request do not reflect the actual status of the tasks. This has been addressed with a patch. c.. The task variables are not passed from parent Task Group to child Tasks/Task Groups. This will not impact installations where task variables are not used. Not sure if there are some more issues that we have not uncovered yet. -- Shyam - Original Message - From: Chowdhury, Tauf Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, May 19, 2011 12:24 PM Subject: Re: Change Management 7.6.04 or whatever version uses Task Phase Management Shyam, Can you elaborate on what type of issues you are facing? I’m sure we’ll face the same ones! Thanks for your response. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shyam Attavar Sent: Thursday, May 19, 2011 2:43 PM To: arslist@ARSLIST.ORG Subject: Re: Change Management 7.6.04 or whatever version uses Task Phase Management ** Tauf, Your interpretation is correct and if this works as designed OOB, what you mention would be failry straight forward to do. However, there are some issues with this functionality that is preventing us from using this feature. Still working with support to have these issues addressed. HTH -- Shyam Attavar -- From: Chowdhury, Tauf tauf.chowdh...@frx.com To: arslist@ARSLIST.ORG Sent: Thu, May 19, 2011 8:58:16 AM Subject: Change Management 7.6.04 or whatever version uses Task Phase Management ** All, I was looking through the documentation for Change and found that there is a feature for Task Phase Management which from what I understand allows you to have 1 Change Request with a bunch of tasks in it but it allows you to activate a certain number of tasks when the Change is approved in a stage before Scheduled or Implementation. Is this correct? Has anyone implemented this? Our scenario is that users want to do “pre production” tasks within 1 Change request instead of having a separate Change Request that they relate to a “production” change request. (Hope that makes sense) If this thing works the way I think, I should be able to eliminate the additional Change by having all the tasks packaged into one change request. Thanks in advance. -Tauf -- This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Assets import issue
Actually, AIE was called EIE on ITSM 6.x (CMDB 1.1) and if memory serves me right, EIE had to be bought separately. So, if EIE was purchased, then it can be used for populating the CMDB. -- Shyam On May 25, 2011, at 9:43 PM, Vaibhav Singhal vaibhavsing...@hcl.com wrote: ** Thanks for the reply Mahesh. Sorry I missed system information. It's ARS 6.3 with all application of version 6. Atrium Integration Engine is not applicable then. Any ideas? Regards, Vabh From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of Mahesh [mchand...@gmail.com] Sent: Thursday, May 26, 2011 7:42 AM To: arslist@ARSLIST.ORG Subject: Re: Assets import issue ** Why not use AIE for import ? Thanks Mahesh On Wed, May 25, 2011 at 8:13 PM, Vaibhav Singhal vaibhavsing...@hcl.com wrote: ** Hi Experts, This may be a basic question but I am new to Assets, and got stuck here- I need to import certain asset records, for System Software. There is one Join Form - AST:SystemSoftware This is a inner join of form - BMC:BMC_SystemSoftware with itself. BMC:BMC_SystemSoftware is a inner join of forms - BMC:BMC_SystemSoftware_ and BMC:BMC_LogicalSystemComponent BMC:BMC_LogicalSystemComponent is a inner join of forms - BMC:BMC_LogicalSystemComponent_ and BMC:BMC_AssetBase **Join criteria is Instance ID on all joins. I tried to import data in AST:SystemSoftware, it created all entries in all above base forms, and record is populating in all join forms except AST:SystemSoftware. Record is there in BMC:BMC_SystemSoftware and join criteria is InstanceID match with itself, but record is not populating on AST:SystemSoftware. It works fine, if data is entered manually in AST:SystemSoftware form. I scanned logs for what are all changes that take place if record is saved manually, but my investigation was not sufficient I suppose. Any suggestion is much appreciated. Regards, Vabh ::DISCLAIMER:: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- _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: Change Management 7.6.04 or whatever version uses Task Phase Management
Tauf, Your interpretation is correct and if this works as designed OOB, what you mention would be failry straight forward to do. However, there are some issues with this functionality that is preventing us from using this feature. Still working with support to have these issues addressed. HTH -- Shyam Attavar From: Chowdhury, Tauf tauf.chowdh...@frx.com To: arslist@ARSLIST.ORG Sent: Thu, May 19, 2011 8:58:16 AM Subject: Change Management 7.6.04 or whatever version uses Task Phase Management ** All, I was looking through the documentation for Change and found that there is a feature for Task Phase Management which from what I understand allows you to have 1 Change Request with a bunch of tasks in it but it allows you to activate a certain number of tasks when the Change is approved in a stage before Scheduled or Implementation. Is this correct? Has anyone implemented this? Our scenario is that users want to do “pre production” tasks within 1 Change request instead of having a separate Change Request that they relate to a “production” change request. (Hope that makes sense) If this thing works the way I think, I should be able to eliminate the additional Change by having all the tasks packaged into one change request. Thanks in advance. -Tauf This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _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
Sort Options in mid-tier
Listers, Seasons Greetings! Is there a way for users to specify the sort options in the results list columns on the mid-tier, like we have in Remedy User Tool? We are on AR System 7.1.0 Patch 6 Thanks in advance, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Strange behavior in Set Fields If qualification
Listers,
Posting again - there was an error in my earlier post + added more details.
--
I have come across an issue, possibly a bug.
I have a filter on a regular form that is doing a set fields action
The set fields is doing a lookup from a join form to bring the values
The Set Fields If (earlier post had Run If) qualification looks something like
this:
('Instance ID' = $Instance ID$ AND (EXTERNAL ($External Qual$))
The $External Qual$ value is based on user preference settings and cannot be
modified. The fields used in the $External Qual$ are referencing the Join Form.
The option to change the field types on any of the forms does not exist.
As an example the 'External Qual' field has the value: ('Status' = Assigned
AND 'Work Log Type' != General Information)
-- 'Status' is a selection field and coming from the primary form that
makes up the join
-- 'Work Log Type' is a selection field and coming from the secondary form
that makes up the join.
When the qualification has a selection field that is coming from the primary
form that makes up the join, then the set fields behaves as expected, bringing
the values back that match the Set Fields If qualification
However, when the qualification has a selection field that is coming from the
secondary form that makes up the join, then the set fields behaves as though
that selection field part of the qualification does not even exist.
Not sure any of you have come across this issue and if there is a workaround or
another way to overcome this issue. Any suggestions/input is valuable
Here's the environment details:
AR Server 7.1.0 Patch 6 on Linux
Oracle 10g R3 on Linux
ITSM 7.0.1 Patch 9
Thanks in advance,
--
Shyam
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Strange behavior in filters Set Fields action
Listers,
I have come across an issue, possibly a bug. Not sure any of you have come
across this issue and if there is a workaround or another way to solve the
problem
I have a filter on a regular form that is doing a set fields action
The set fields is doing a lookup from a join form to bring the values
The run if qualification looks something like this:
('Instance ID' = $Instance ID$ AND (EXTERNAL ($External Qual$))
The $External Qual$ value is based on user preference settings and cannot be
modified. The fields used in the $External Qual$ are referencing the Join Form.
The option to change the field types on any of the forms does not exist.
When the qualification has a selection field that is coming from the primary
form that makes up the join, then the set fields behaves as expected.
However, when the qualification has a selection field that is coming from the
secondary form that makes the join, then the set fields behaves as though that
selection field part of the qualification does not even exist.
I am hoping there is a way to address this.
Here's the environment details:
AR Server 7.1.0 Patch 6 on Linux
Oracle 10g R3 on Linux
ITSM 7.0.1 Patch 9
Thanks,
--
Shyam
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Disable/Remove SLM license check
Dear Listers, Is there a simple way to disable the SLM module from checking the SLM license? We have ITSM 7.0.3 Patch 9 (inlcuding SLM) installed and licensed in all our environments - dev, test and prod. We are attempting to the run the other ITSM applications without SLM module. We don't want to uninstall the SLM module, since this will require a lot of testing to validate the system. Hence the need to use the ITSM suite without the SLM module being licensed in our test environment. Is there a way to do this without uninstalling SLM? Anyone done this before? Any help/guidance/pointers are welcome. Thanks in advance -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Display date/time field values in notifications using user's time zone setting.
Thanks for the suggestion LJ, I was hoping that there was a function/keyword that would make this simple. Looks like I have to write custom workflow for each of the Date/Time field that is being referenced in notifications for calculating the offset between GMT and the users' time zone. -- Shyam From: LJ LongWing lj.longw...@gmail.com To: arslist@ARSLIST.ORG Sent: Mon, July 26, 2010 7:29:05 AM Subject: Re: Display date/time field values in notifications using user's time zone setting. ** Shyam, If you are willing to go through the hassle, you can do something similar to this. Determine a mechanism to ‘translate’ the server time to user time…you could either store timezones or ‘offset from server’, or however you decide to do it…then create a temp date/time field and copy the timestamp you want into that field and adjust it appropriately for your user ($Date/Time$ - ($offset * 3600)…then use that temp field in your notifications. From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shyam Attavar Sent: Friday, July 23, 2010 5:48 PM To: arslist@ARSLIST.ORG Subject: Display date/time field values in notifications using user's time zone setting. ** Listers, The OOB notifications display the date/time values in the server time zone by default. This behavior is not desirable and we are in the process of investigating options to display date/time field values in the email recipient user's time zone setting. The behavior is already available in Remedy User and on the browsers through the Mid Tier. I am hoping there is a way to accomplish the same behavior for notifications. The time zone information for the user can be stored in the users' profile in the CTM:People form and looked up on the fly before generating the notifications. I know there are application commands for calculating Business Time and such that will give times in the past/future. I don't believe these actually will do what we intend to accomplish. Are there ways to convert the values for the various date/time fields being displayed in the notifications on the fly? Has anyone done something similar before and is willing to share their experience? Thanks in advance, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Display date/time field values in notifications using user's time zone setting.
Listers, The OOB notifications display the date/time values in the server time zone by default. This behavior is not desirable and we are in the process of investigating options to display date/time field values in the email recipient user's time zone setting. The behavior is already available in Remedy User and on the browsers through the Mid Tier. I am hoping there is a way to accomplish the same behavior for notifications. The time zone information for the user can be stored in the users' profile in the CTM:People form and looked up on the fly before generating the notifications. I know there are application commands for calculating Business Time and such that will give times in the past/future. I don't believe these actually will do what we intend to accomplish. Are there ways to convert the values for the various date/time fields being displayed in the notifications on the fly? Has anyone done something similar before and is willing to share their experience? Thanks in advance, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Notify Action - authenticates against LDAP when user name specified is an email address
We are seeing an unusual behavior, which we identified inadvertently and I am trying to identify if this behavior is expected. Here's the scenario: The OOB notification events in ITSM 7.1 have been configured to set the default notification mechanism to be blank. Hence the notification sent out is based on the users’ preference setting in the User form. For this scenario, the filter invoked on NTE:Notifier form has a notify action with the notification mechanism specified as “User Default” and a Remedy Login ID is specified for the user name. The email engine does not authenticate the users' account (the one that is receiving the notification) against LDAP. The custom notification event records we have defined have the default notification mechanism as Email, since we want these to be going out as email notifications. So, when the notification is sent out from the NTE:Notifier form, the filter that is being invoked for sending notifications is setting the notification mechanism to “Email” and an internet email address is specified for the user name. This in turn authenticates the email address against LDAP -- this behavior does not make sense to me. Why should the email engine authenticate against LDAP when sending out email notifications to users? I would like to hear if anyone has any insight on this behavior and how to avoid the authentication when the default notification mechanism is specified as Email and an email address is specified as the user name in the notify filter action. Thanks, --Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Notify Action - authenticates against LDAP when user name specified is an email address
Thanks Mark, I'll lookup the exact parameter and try that out. -- Shyam From: Walters, Mark mark_walt...@bmc.com To: arslist@ARSLIST.ORG Sent: Fri, June 11, 2010 10:59:37 AM Subject: Re: Notify Action - authenticates against LDAP when user name specified is an email address This is working as designed as it is possible for the LDAP server to provide email address information for a user. The call to the LDAP server can be prevented by setting an ar.conf parameter called External-Authentication-Return-Data-Capabilities: (check the exact name please as I don't have a copy of the config manual handy). Setting this to a value of 31 should prevent all calls to LDAP other than those for authentication purposes. Mark From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On Behalf Of Shyam Attavar [atta...@sbcglobal.net] Sent: 11 June 2010 18:15 To: arslist@ARSLIST.ORG Subject: Notify Action - authenticates against LDAP when user name specified is an email address ** We are seeing an unusual behavior, which we identified inadvertently and I am trying to identify if this behavior is expected. Here's the scenario: The OOB notification events in ITSM 7.1 have been configured to set the default notification mechanism to be blank. Hence the notification sent out is based on the users’ preference setting in the User form. For this scenario, the filter invoked on NTE:Notifier form has a notify action with the notification mechanism specified as “User Default” and a Remedy Login ID is specified for the user name. The email engine does not authenticate the users' account (the one that is receiving the notification) against LDAP. The custom notification event records we have defined have the default notification mechanism as Email, since we want these to be going out as email notifications. So, when the notification is sent out from the NTE:Notifier form, the filter that is being invoked for sending notifications is setting the notification mechanism to “Email” and an internet email address is specified for the user name. This in turn authenticates the email address against LDAP -- this behavior does not make sense to me. Why should the email engine authenticate against LDAP when sending out email notifications to users? I would like to hear if anyone has any insight on this behavior and how to avoid the authentication when the default notification mechanism is specified as Email and an email address is specified as the user name in the notify filter action. Thanks, -- Shyam _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Custom notification fields
On Mon, 8 Mar 2010 13:50:20 -0800, Rabi Tripathi ars_l...@yahoo.com wrote: Marcelo, If this is still relevant...see these filters: CHG:CSG:NewApprovalNotification-ParseApprovers-NotifySupport`! CHG:CSG:NewApprovalNotification-ParseApprovers-NotifyNonSupport`! These need update. In addition, you will have to update...add really...filters that look for the field tag (such as #field tag#) for the new field(s) and replace them with the value sent by the above filters. Similar to this filter you mentioned: NTE:SHR:TranslateNotificationMessageAPR_135 Good luck. --- On Tue, 2/16/10, Martinez, Marcelo A marc...@cpchem.com wrote: From: Martinez, Marcelo A marc...@cpchem.com Subject: Re: Custom notification fields To: arslist@ARSLIST.ORG Date: Tuesday, February 16, 2010, 11:52 AM Rabi, Thank you for the doc. I've briefly read it but will look at in more detail. I have done almost everything specified in the doc with the exception of modifying the filters which push data to the NTE:SYS.. control forms. For example: Filter NTE:SHR:TranslateNotificationMessageAPR_135 From: NTE:SYS-Group NT Control ; NTE:SYS-Individual NT Control Run If: 'Form Name01' = CHG:ChangeAPDetailSignature Action: Set Fields Read From: CURRENT TRANSACTION Field Name: z1D Translation Text Value: REPLACE($z1D Translation Text$, #Ticket ID#, $Request ID02 Ticket$) My take is that in order for this to work, a filter has already pushed the value for Request ID02 to the two NT Control forms. Correct? Well, I need to find out which filters are pushing that data so I can add my custom fields. Thanks for the DOC. Marcelo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Tuesday, February 16, 2010 10:26 AM To: arslist@ARSLIST.ORG Subject: Re: Custom notification fields Marcelo, See this doc: http://communities.bmc.com/communities/docs/DOC-8831 It's a generic document about customizing notifications in ITSM. The specific answer you are looking for (fields on approval related forms), I suspect, is not there, but it's a good reference document and might give you some leads. I was a self-described ITSM 7.x notification expert, but I haven't touched it in a while and I can't find my old notes at the moment. If I locate anything useful, I will send it your way. Worst case...turn on server side filter logging and trace the filters to see which one you need to update. Tedious, yes, but it's your ultimate and surefire weapon. Regards. On Tue, Feb 16, 2010 at 10:33 AM, Martinez, Marcelo A marc...@cpchem.com wrote: Looking to add custom fields to Notification Message Tag: CHG-APR-ApprovalNTForIndividual Can anyone help in identifying the filters which push data from CHG:APDetailSignature to NTE:SYS-NT Process Control. I have added my fields to the SYS:Form Field Selection form I have updated the filter NTE:SHR:TranslateNotificationMessageAPR_135 I have added my custom fields to the forms: NTE:SYS-NT Process Control ; NTE:SYS-Group NT Control ; NTE:SYS-Individual NT Control. Need to update filters which push data to the control forms. Thanks.. Marcelo Martinez ___ 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 ___ 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 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: AREA LDAP issue after upgrading to AR Server 7.1.0 Patch 9 upgrade
I have set the log level to Finest for plugin logs and I only see the following entries... I don't see any failures in the log. PLGN TID: 56671136 RPC ID: 000110 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:12.9027 */+GLEWF ARDBCGetListEntryWithFields -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION table Server Info Plugin Setttings PLGN TID: 56671136 RPC ID: 000110 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:12.9027 */-GLEWF OK PLGN TID: 56671136 RPC ID: 000111 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:12.9030 */+CTARDBCCommitTransaction -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION PLGN TID: 56671136 RPC ID: 000111 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:12.9030 */-CT OK PLGN TID: 56671136 RPC ID: 000112 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:13.0009 */+GLEWF ARDBCGetListEntryWithFields -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION table Server Info Plugin Setttings PLGN TID: 56671136 RPC ID: 000112 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:13.0010 */-GLEWF OK PLGN TID: 56671136 RPC ID: 000113 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:13.0027 */+CTARDBCCommitTransaction -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION PLGN TID: 56671136 RPC ID: 000113 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:13.0028 */-CT OK I do see the following in aruser.log: LOGIN FAILED loginid (password) I also see the following in arapi.log during log-in time: API TID: 0089148320 RPC ID: 015023 Queue: Fast Client-RPC: 390620USER: loginid/* Wed Apr 21 2010 07:15:11.5996 */+GSIARGetServerInfo -- as user 436557 from Remedy User (protocol 13) at IP address ipaddress API TID: 0089148320 RPC ID: 015023 Queue: Fast Client-RPC: 390620USER: loginid/* Wed Apr 21 2010 07:15:11.6036 */-GSI FAIL But nothing in any of the logs indicate what could be causing the authentication failure. Any other configurations to check? Thanks, -- Shyam From: Joe D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Tue, April 20, 2010 6:31:17 PM Subject: Re: AREA LDAP issue after upgrading to AR Server 7.1.0 Patch 9 upgrade ** Shyam, Enable the plugin log and set it to Fine and see what you get when you are trying to authenticate using the plugin.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Shyam Attavar Sent: Tuesday, April 20, 2010 7:49 PM To: arslist@ARSLIST.ORG Subject: AREA LDAP issue after upgrading to AR Server 7.1.0 Patch 9 upgrade ** Dear Listers, We upgraded our test environment from AR Server 7.1.0 Patch 006 to Patch 009. As part of the upgrade we upgraded the AREA LDAP plugin as well. After the upgrade, we are unable to authenticate against LDAP. We can login to the system by setting a local password in the user form. I have reconfigured the AREA LDAP entries from the AR System Administration Console, but unable to resolve the issue. Anyone else seen this issue after upgrading to AR Server 7.1.0 Patch 009? if so, how were you able to resolve the issue? Environment: AR Server on RHEL Oracle 10gR4 on RHEL Thanks in advance, -- Shyam_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: AREA LDAP issue after upgrading to AR Server 7.1.0 Patch 9 upgrade
Joe, Mark, et al Thanks for your input. I'll confirm the AREA plugin is being loaded and see if there are indicators for errors. -- Shyam From: Joe D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Wed, April 21, 2010 10:02:18 AM Subject: Re: AREA LDAP issue after upgrading to AR Server 7.1.0 Patch 9 upgrade ** Shyam, That's the same thing I would ask that Mark did. It appears as though the AREA plugin is not being called at all in the logs if that is all you see in your plugin log file. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Walters, Mark Sent: Wednesday, April 21, 2010 10:21 AM To: arslist@ARSLIST.ORG Subject: Re: AREA LDAP issue after upgrading to AR Server 7.1.0 Patch 9 upgrade ** Are there any entries from the AREA plugin at all? Are you sure it’s being loaded? Mark From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shyam Attavar Sent: 21 April 2010 15:19 To: arslist@ARSLIST.ORG Subject: Re: AREA LDAP issue after upgrading to AR Server 7.1.0 Patch 9 upgrade ** I have set the log level to Finest for plugin logs and I only see the following entries... I don't see any failures in the log. PLGN TID: 56671136 RPC ID: 000110 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:12.9027 */+GLEWF ARDBCGetListEntryWithFields -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION table Server Info Plugin Setttings PLGN TID: 56671136 RPC ID: 000110 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:12.9027 */-GLEWF OK PLGN TID: 56671136 RPC ID: 000111 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:12.9030 */+CT ARDBCCommitTransaction -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION PLGN TID: 56671136 RPC ID: 000111 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:12.9030 */-CT OK PLGN TID: 56671136 RPC ID: 000112 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:13.0009 */+GLEWF ARDBCGetListEntryWithFields -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION table Server Info Plugin Setttings PLGN TID: 56671136 RPC ID: 000112 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:13.0010 */-GLEWF OK PLGN TID: 56671136 RPC ID: 000113 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:13.0027 */+CT ARDBCCommitTransaction -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION PLGN TID: 56671136 RPC ID: 000113 Queue: ARDBC Client-RPC: 390695 /* Wed Apr 21 2010 06:59:13.0028 */-CT OK I do see the following in aruser.log: LOGIN FAILED loginid (password) I also see the following in arapi.log during log-in time: API TID: 0089148320 RPC ID: 015023 Queue: Fast Client-RPC: 390620 USER: loginid /* Wed Apr 21 2010 07:15:11.5996 */+GSIARGetServerInfo -- as user 436557 from Remedy User (protocol 13) at IP address ipaddress API TID: 0089148320 RPC ID: 015023 Queue: Fast Client-RPC: 390620USER: loginid /* Wed Apr 21 2010 07:15:11.6036 */-GSI FAIL But nothing in any of the logs indicate what could be causing the authentication failure. Any other configurations to check? Thanks, -- Shyam From:Joe D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Tue, April 20, 2010 6:31:17 PM Subject: Re: AREA LDAP issue after upgrading to AR Server 7.1.0 Patch 9 upgrade ** Shyam, Enable the plugin log and set it to Fine and see what you get when you are trying to authenticate using the plugin.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Shyam Attavar Sent: Tuesday, April 20, 2010 7:49 PM To: arslist@ARSLIST.ORG Subject: AREA LDAP issue after upgrading to AR Server 7.1.0 Patch 9 upgrade ** Dear Listers, We upgraded our test environment from AR Server 7.1.0 Patch 006 to Patch 009. As part of the upgrade we upgraded the AREA LDAP plugin as well. After the upgrade, we are unable to authenticate against LDAP. We can login to the system by setting a local password in the user form. I have reconfigured the AREA LDAP entries from the AR System Administration Console, but unable to resolve the issue. Anyone else seen this issue after upgrading to AR Server 7.1.0 Patch 009? if so, how were you able to resolve the issue? Environment: AR Server on RHEL Oracle 10gR4
AREA LDAP issue after upgrading to AR Server 7.1.0 Patch 9 upgrade
Dear Listers, We upgraded our test environment from AR Server 7.1.0 Patch 006 to Patch 009. As part of the upgrade we upgraded the AREA LDAP plugin as well. After the upgrade, we are unable to authenticate against LDAP. We can login to the system by setting a local password in the user form. I have reconfigured the AREA LDAP entries from the AR System Administration Console, but unable to resolve the issue. Anyone else seen this issue after upgrading to AR Server 7.1.0 Patch 009? if so, how were you able to resolve the issue? Environment: AR Server on RHEL Oracle 10gR4 on RHEL Thanks in advance, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Instance of AIE on a second server in a server group.
Dear Listers, I am in the processing of setting up a second server (in a server group) to run AIE. The first server already has a fully running instance of AIE, but we want to setup another instance for additional processing. AIE 7.1.0 Patch 6 AR System 7.1.0 Patch 6 ITSM 7.1.0 Patch 9. Oracle 10gR3 All running on RHEL The basic installer was completed a while back, but the AIE process was never started on this server until now. I attempted to start AIE on this server, but i get the following error: EIE home directory not specified. Service terminating (check the registry key entry).Initialization failed, rc = 9 I have all the configurations for the second instance in AIE pointing to the correct values -- eie.cfg, eie.reg, aie001 (shell script). I have also created Data Exchanges for the second instance (duplicate of the ones that are for first instance, except the AIE instance name is different). Not sure what else I am missing that is giving us the above error. Any pointers or suggestions for troubleshooting this further? Thanks in advance, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Incident Management Console
Dear Listers, We have been seeing something quite unusual in the Incident Management Console on the midtier: - whenever the Role field value is changed from the drop down menu, there is a brief moment we see MNU2932 (the menu item id value from the SYS:Menu Items form) and then the actual Menu Value is displayed in the Role field. We don't see this odd behavior on the User Tool. I looked at the AL logs both on the MT and on the UT, but did not see any reference to set fields doing an explicit set fields of the Menu Item ID being set into the Role field being displayed. We are running ITSM 7.1.0 on AR System 7.1.0 Patch 6 Has anyone one else seen this odd behavior? I am unable to explain this behavior on the MT. Thanks, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Incident Management Console
Actually, I don't see any reference to the Menu Item ID being set in the logs. I looked at all the Activelinks and not there either for the Menu Item ID being used. Is this a midtier behavior that cannot be changed, or am I missing something? From: Andrew Fremont andrewfrem...@gmail.com To: arslist@ARSLIST.ORG Sent: Tue, March 9, 2010 1:25:53 PM Subject: Re: Incident Management Console ** It could be the menu return the requestId, then workflow do a lookup to replace the value. It happens slow enough on MT so you could see the Id momentary. On Tue, Mar 9, 2010 at 12:47 PM, Shyam Attavar atta...@sbcglobal.net wrote: ** Dear Listers, We have been seeing something quite unusual in the Incident Management Console on the midtier: - whenever the Role field value is changed from the drop down menu, there is a brief moment we see MNU2932 (the menu item id value from the SYS:Menu Items form) and then the actual Menu Value is displayed in the Role field. We don't see this odd behavior on the User Tool. I looked at the AL logs both on the MT and on the UT, but did not see any reference to set fields doing an explicit set fields of the Menu Item ID being set into the Role field being displayed. We are running ITSM 7.1.0 on AR System 7.1.0 Patch 6 Has anyone one else seen this odd behavior? I am unable to explain this behavior on the MT. Thanks, -- Shyam _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- ARS 7.0.1 P005 MS SQL 2005 MT- 7.1 P006 Microsoft IIS ServletExec/5.0p06 _Platinum Sponsor: rmisoluti...@verizon.net 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: Reusing the Status Reason field
You probably have to import the record, instead of creating it from the UI. I had to do that in at least one case when I had to add data to the SYS:Menu Items form From: Robert Fults rfu...@fiu.edu To: arslist@ARSLIST.ORG Sent: Sat, March 6, 2010 6:38:32 AM Subject: Re: Reusing the Status Reason field ** Yes, I just copied the fields to a different form, didn't alter IM at all. I looked at the SYS:Status Reason Menu Items form, and I am still trying to figure out why the menu won't load. If I load a different menu it works, but is missing some of the items I need from the Incident form. I could load the values into a drop-down list manually, but it wouldn't be very dynamic that way. -Rob From: Thad K Esser [tkes...@regence.com] Sent: Friday, March 05, 2010 1:48 PM Subject: Re: Reusing the Status Reason field ** I think he's trying to add the status reason functionality to a completely different form, not repurpose its use on Incident. Robert, have you looked at the SYS:Status Reason Menu Items forms. The records there control the values in the display-only version of the menu (and are form-specific) and have to match the attributes of the hidden field. Thad Esser Remedy Developer From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Date: 03/05/2010 10:27 AM Subject: Re: Reusing the Status Reason field Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG ** Do NOT repurpose fields in ITSM. You are only starting to see the reasons why it is a bad idea. Rick From: Robert Fults rfu...@fiu.edu Date: Fri, 5 Mar 2010 13:24:13 -0500 To: arslist@ARSLIST.ORG Subject: Reusing the Status Reason field I posted this over in BMCDN: I am trying to reuse the status reason field from IM in a form in order to build some dynamic workflow. I copied over the field and verified that the menu was the same. I also copied over the hidden status reason field and duplicated the 2 Active Links (that I could find) that were related to these fields. For some reason I can't get the status reasons to load when I set my status to Pending or Resolved. The ALs were: HPD:SHR:OnDisplay_100_SetTempStatusReason and HPD:SHR:SetStatusReason_100. What am I missing? Why is it these issues don't exist with other fields like the Assigned Support Group fields? Any help would be great! Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edu http://uts.fiu.edu _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _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: Refreshing the DB for ITSM 7.1.0
Thanks for the suggestion Saby, But I am looking for a way to move customizations only and not the data. Thanks to Joe D'Souza for his suggestion and I will most likely be using that for our needs. Regards, -- Shyam From: Sabyson Fernandes sebyr...@yahoo.com To: arslist@ARSLIST.ORG Sent: Fri, March 5, 2010 6:08:39 AM Subject: Re: Refreshing the DB for ITSM 7.1.0 ** Hi Shyam, Have you looked into rrrChive? Its a great utility for copying over data from one server to another. I use it currently for copying data from a production server to a archive server and will shortly be using it to copy production data to our UAT environment so that users can test enhancements/fixes with production data. Regards, Saby From: Shyam Attavar atta...@sbcglobal.net To: arslist@ARSLIST.ORG Sent: Thu, March 4, 2010 4:59:45 PM Subject: Refreshing the DB for ITSM 7.1.0 ** Dear Listers, I have a need to refresh the production database back onto a test environment we are building. Since there have been quite a few customizations, we would like to get to a point where we can start leveraging the Test environment without having to individually migrate the customizations over. If refreshing the DB from production environment is considered risky due to the various notifications, escalations and approvals that might be pending, we can even refresh from our development server. Here's the environment: ITSM 7.1.0 (except SRM) ARS 7.1.0 Patch 6 running in a server group with four nodes on RHEL Oracle 10gR3 RAC running on RHEL Has anyone attempted something like this and has been comfortable with the refresh process. I have done this in the past on ITSM 6.x running on Oracle. I do realize exporting the ARADMIN schema from one instance and importing into another instance would get me started. However, I am more concerned with the data driven nature of ITSM 7.1.0 and there is more to the refresh process than meets the eye. I have never attempted this on ITSM 7.1.0 - hence my concern and posting to the list. Any words of advice, things to do, things not to do, things to watch out for, or not do this at all. Any feedback is welcome. Thanks in advance, -- Shyam _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: Refreshing the DB for ITSM 7.1.0
Chris, I would still be interested to know the LONG list of places to update that you refer to in your response. Would it be possible to share that information? Thanks, -- Shyam From: strauss stra...@unt.edu To: arslist@ARSLIST.ORG Sent: Fri, March 5, 2010 12:17:11 PM Subject: Re: Refreshing the DB for ITSM 7.1.0 ** Customizations to the app are best moved with Migrator. You can build a fresh test server, migrate the customizations to it from development or production, then apply a patch or run an upgrade to see how it affects those customizations. Then later you can apply the same patch (or upgrade, but good luck with that) to development or production and then migrate the customizations back over from test. Typically I refresh development from production by restoring the db from a backup of production. Then there is a LONG list of places you have to update the clone on development to remove server and mid-tier references to the production environment (and remove notifications that are waiting to go out). Next you can apply a patch, then re-migrate customizations from production. Once you document everything that you have to do to restore customizations after patching, you can patch production and migrate the customizations back from development. That is essentially how we got from ITSM 7.0.03.007 to 009. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shyam Attavar Sent: Friday, March 05, 2010 2:00 PM To: arslist@ARSLIST.ORG Subject: Re: Refreshing the DB for ITSM 7.1.0 ** Thanks for the suggestion Saby, But I am looking for a way to move customizations only and not the data. Thanks to Joe D'Souza for his suggestion and I will most likely be using that for our needs. Regards, -- Shyam From:Sabyson Fernandes sebyr...@yahoo.com To: arslist@ARSLIST.ORG Sent: Fri, March 5, 2010 6:08:39 AM Subject: Re: Refreshing the DB for ITSM 7.1.0 ** Hi Shyam, Have you looked into rrrChive? Its a great utility for copying over data from one server to another. I use it currently for copying data from a production server to a archive server and will shortly be using it to copy production data to our UAT environment so that users can test enhancements/fixes with production data. Regards, Saby From:Shyam Attavar atta...@sbcglobal.net To: arslist@ARSLIST.ORG Sent: Thu, March 4, 2010 4:59:45 PM Subject: Refreshing the DB for ITSM 7.1.0 ** Dear Listers, I have a need to refresh the production database back onto a test environment we are building. Since there have been quite a few customizations, we would like to get to a point where we can start leveraging the Test environment without having to individually migrate the customizations over. If refreshing the DB from production environment is considered risky due to the various notifications, escalations and approvals that might be pending, we can even refresh from our development server. Here's the environment: ITSM 7.1.0 (except SRM) ARS 7.1.0 Patch 6 running in a server group with four nodes on RHEL Oracle 10gR3 RAC running on RHEL Has anyone attempted something like this and has been comfortable with the refresh process. I have done this in the past on ITSM 6.x running on Oracle. I do realize exporting the ARADMIN schema from one instance and importing into another instance would get me started. However, I am more concerned with the data driven nature of ITSM 7.1.0 and there is more to the refresh process than meets the eye. I have never attempted this on ITSM 7.1.0 - hence my concern and posting to the list. Any words of advice, things to do, things not to do, things to watch out for, or not do this at all. Any feedback is welcome. Thanks in advance, -- Shyam _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: Refreshing the DB for ITSM 7.1.0
Thanks Joe. From: Joe D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Fri, March 5, 2010 10:49:34 PM Subject: Re: Refreshing the DB for ITSM 7.1.0 ** I meant it always helps (and not never helps) in my last significant paragraph in my previous mail.. Friday night.. that's my excuse.. Joe -Original Message- From: Joe D'Souza [mailto:jdso...@shyle.net] Sent: Saturday, March 06, 2010 1:43 AM To: ARS Discussion List Subject: RE: Refreshing the DB for ITSM 7.1.0 Shyam, There is no real formal list to such forms if you ask me. It really depends on what you got installed. I wish every application really did have that kind of a list *you would think that this should have been a part of admin documentation* but welcome to the real world. The real world is that there are some obvious areas you should be looking at, in terms of form data such as AIE configuration SRM configuration, etc. The rest is like fire fighting. Fire fighters do not get a documented list of steps you should be performing to complete their rescue operation. Its just enough to expect problems for a while - you can only hope that the precautions you have taken based on your knowledge and that of what others had to share so far have minimized the occurrences of those problems.. A similar thread this month listed some data forms.. That should be a good beginning point to reduce these problems by about 75 to 80%. Maybe 100.. But it never helps to screen definitions by taking def files and looking for hard coded server references even while you nail things down on application /configuration data. In my experience XML exports are ideal for this, as you can replace server references found with @ directly without really having to account for the string length. In fact I rely solely on XML exports ever since I realized with one of the team I have worked with in the past, that it is a really safe and ideal way of doing so.. Hope this helps Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Shyam Attavar Sent: Friday, March 05, 2010 9:40 PM To: arslist@ARSLIST.ORG Subject: Re: Refreshing the DB for ITSM 7.1.0 ** Chris, I would still be interested to know the LONG list of places to update that you refer to in your response. Would it be possible to share that information? Thanks, -- Shyam From: strauss stra...@unt.edu To: arslist@ARSLIST.ORG Sent: Fri, March 5, 2010 12:17:11 PM Subject: Re: Refreshing the DB for ITSM 7.1.0 ** Customizations to the app are best moved with Migrator. You can build a fresh test server, migrate the customizations to it from development or production, then apply a patch or run an upgrade to see how it affects those customizations. Then later you can apply the same patch (or upgrade, but good luck with that) to development or production and then migrate the customizations back over from test. Typically I refresh development from production by restoring the db from a backup of production. Then there is a LONG list of places you have to update the clone on development to remove server and mid-tier references to the production environment (and remove notifications that are waiting to go out). Next you can apply a patch, then re-migrate customizations from production. Once you document everything that you have to do to restore customizations after patching, you can patch production and migrate the customizations back from development. That is essentially how we got from ITSM 7.0.03.007 to 009. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shyam Attavar Sent: Friday, March 05, 2010 2:00 PM To: arslist@ARSLIST.ORG Subject: Re: Refreshing the DB for ITSM 7.1.0 ** Thanks for the suggestion Saby, But I am looking for a way to move customizations only and not the data. Thanks to Joe D'Souza for his suggestion and I will most likely be using that for our needs. Regards, -- Shyam From:Sabyson Fernandes sebyr...@yahoo.com To: arslist@ARSLIST.ORG Sent: Fri, March 5, 2010 6:08:39 AM Subject: Re: Refreshing the DB for ITSM 7.1.0 ** Hi Shyam, Have you looked into rrrChive? Its a great utility for copying over data from one server to another. I use it currently for copying data from a production server to a archive server and will shortly be using it to copy production data to our UAT environment so
Refreshing the DB for ITSM 7.1.0
Dear Listers, I have a need to refresh the production database back onto a test environment we are building. Since there have been quite a few customizations, we would like to get to a point where we can start leveraging the Test environment without having to individually migrate the customizations over. If refreshing the DB from production environment is considered risky due to the various notifications, escalations and approvals that might be pending, we can even refresh from our development server. Here's the environment: ITSM 7.1.0 (except SRM) ARS 7.1.0 Patch 6 running in a server group with four nodes on RHEL Oracle 10gR3 RAC running on RHEL Has anyone attempted something like this and has been comfortable with the refresh process. I have done this in the past on ITSM 6.x running on Oracle. I do realize exporting the ARADMIN schema from one instance and importing into another instance would get me started. However, I am more concerned with the data driven nature of ITSM 7.1.0 and there is more to the refresh process than meets the eye. I have never attempted this on ITSM 7.1.0 - hence my concern and posting to the list. Any words of advice, things to do, things not to do, things to watch out for, or not do this at all. Any feedback is welcome. Thanks in advance, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Performance improvement in Overview Console
Dear Listers, We are on ITSM 7.1.0 and are wondering if any of you have seen performance issues using the overview console. We have a situation where some of our users are members of multiple (12 - 20) groups and when they launch the Overview Console, the table field takes over a minute to load all the tickets for all the groups that the users belong to. I realize that the table field is pointing to an OOB plugin and I am not sure the details of the plugin are readily available. Does anyone out there know the details of the plugin and related details that may help answer the following questions: * The fields used in the plugin to pull the data from mulitple groups - is that based on Assigned Group Name or Assigned Group ID, so that we can index the appropriate fields. * Incident form already has 15 fields indexed. So, the insert/update performance maybe less than ideal. Any experiences with having more than 15 fields with index on the Incident form? * Have any of you indexed the Group Name fields on the underlying forms that provide the data to the Overview Console and the associated performance impact for seraching/inserting/updating? * What other considerations would be useful for improving the table field data load performance?ITSM 7.1 Patch 6 on ARS 7.1.0 Patch 6 on RHEL Oracle 10gR3 on RHEL Thanks in advance, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: RPC Port for reconciliation engine - ARERR[120133]
We were seeing the same error in our recon logs. Once we switched to the proper RPC port - 390698, we have been running fine. -- Shyam From: Thad K Esser tkes...@regence.com To: arslist@ARSLIST.ORG Sent: Thu, December 17, 2009 11:00:43 AM Subject: Re: RPC Port for reconciliation engine - ARERR[120133] ** Hi, One additional question: Does anyone else out there have their reconciliation engine using queues 390698 or 390699? Thanks, Thad Esser Remedy Developer From: Thad K Esser tkes...@regence.com To: arslist@ARSLIST.ORG Date: 12/16/2009 01:04 PM Subject: RPC Port for reconciliation engine - ARERR[120133] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG ** While investigating some errors in my arrecond.log, I ran across the KB article below. Having just gone through re-organizing my queues/threads, it sure would have been nice to know this ahead of time. Anyway, is my assumption correct that until I put the reconciliation engine on 390698 or 390699, it will use the fast/list queues? (I'm on CMDB 2.1 patch 4) AIX 5.3 ARS 7.1 Thanks, Thad Esser Remedy Developer === http://rkm.bmc.com/rkm/viewdoc.jsp?remedy=1doc=17151sid=4000891type=Publishedterms=searchTermsuser=SelfHelp Details Self Help Document ID: 17151 Type: Problem Solution Problem Customer was getting warning message in arrecond.log file. This was filling up arrecond as it was coming for every minute. [2008/04/17 14:44:57.1050] [WARNING] [TID: 004648] : Ignoring following error for Reconciliation (The specified RE RPC port) and proceeding further [2008/04/17 14:44:57.1050] [WARNING] [TID: 004648] : ARERR[120133] The CMDB RPC port specified is invalid. [2008/04/17 14:44:57.1050] [WARNING] [TID: 004648] : 390622 Product CMDB 2.1, ARS 7.1 Environment Windows/Unix, CMDB 2.1, ARS 7.1 Solution Customer was using 390622 port for Reconciliation performance. Please use 390698 or 390699 port from CMDB 2.1 Patch 002 onwards as this has been hard-coded in system. RFE and Defect for documentation already submitted for this problem. We should not use any other port after above release. === *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _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: Adding AIE process to armonitor.conf
Thanks Joe, We are on Linux. But is there any reason, why you would not want it added to armonitor.conf, which basically does the same thing what you are describing. -- Shyam From: Joe DeSouza joe_rem...@yahoo.com To: arslist@ARSLIST.ORG Sent: Thu, December 3, 2009 12:36:48 AM Subject: Re: Adding AIE process to armonitor.conf ** Whats your OS??? If it is Windows, you can have the Windows Services manager to restart the process after it dies. The Services manager has options to do a task after a process dies one of them which is to restart it.. If you are on UNIX you could write a cron job to check the process at intervals when a AIE schedule has to run, and if not found to restart it.. Or you could write a cron job to stop the process at a anticipated time when there will be no AIE job running and to automatically start just before an AIE process is about to be triggered.. Joe From: Shyam Attavar atta...@sbcglobal.net To: arslist@ARSLIST.ORG Sent: Thu, December 3, 2009 1:34:36 AM Subject: Adding AIE process to armonitor.conf ** Dear Listers, We are seeing an issue with the AIE process dying from time to time and we would like to add this to armonitor.conf, so that the process can be restarted without any manual intervention. We are currently running only a single instance of AIE on the same box running AR Server. I am not sure if this is even recommended. I was wondering if any of you have done this. If so, what are the things we need to watch out for? Any insight is really appreciated. Thanks, -- Shyam _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: Adding AIE process to armonitor.conf
Good point Tauf, We are running everything based on events except one which is time based - at 4 AM every morning. -- Shyam From: Chowdhury, Tauf tauf.chowdh...@frx.com To: arslist@ARSLIST.ORG Sent: Thu, December 3, 2009 5:10:02 AM Subject: Re: Adding AIE process to armonitor.conf ** Also, keep in mind if you have any Data Exchanges that run on interval, they will most likely kick off when the service is started. So you would want to take into consideration of doing this during peak usage of the production environment. TaufChowdhury |ForestLaboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Thursday, December 03, 2009 3:37 AM To: arslist@ARSLIST.ORG Subject: Re: Adding AIE process to armonitor.conf ** Whats your OS??? If it is Windows, you can have the Windows Services manager to restart the process after it dies. The Services manager has options to do a task after a process dies one of them which is to restart it.. If you are on UNIX you could write a cron job to check the process at intervals when a AIE schedule has to run, and if not found to restart it.. Or you could write a cron job to stop the process at a anticipated time when there will be no AIE job running and to automatically start just before an AIE process is about to be triggered.. Joe From:Shyam Attavar atta...@sbcglobal.net To: arslist@ARSLIST.ORG Sent: Thu, December 3, 2009 1:34:36 AM Subject: Adding AIE process to armonitor.conf ** Dear Listers, We are seeing an issue with the AIE process dying from time to time and we would like to add this to armonitor.conf, so that the process can be restarted without any manual intervention. We are currently running only a single instance of AIE on the same box running AR Server. I am not sure if this is even recommended. I was wondering if any of you have done this. If so, what are the things we need to watch out for? Any insight is really appreciated. Thanks, -- Shyam _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _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: Adding AIE process to armonitor.conf
Saby, We don't have any currency fields in our mapping as of now. -- Shyam From: Sabyson Fernandes sebyr...@yahoo.com To: arslist@ARSLIST.ORG Sent: Thu, December 3, 2009 6:16:01 AM Subject: Re: Adding AIE process to armonitor.conf ** Shyam, Do you have any currency fields that are mapped as part of a data exchange? We had a similar issue here with AIE crashing if we tried to map any currency fields. Excluding the currency fields from the data exchange resolved this. Saby From: Shyam Attavar atta...@sbcglobal.net To: arslist@ARSLIST.ORG Sent: Thu, December 3, 2009 1:34:36 AM Subject: Adding AIE process to armonitor.conf ** Dear Listers, We are seeing an issue with the AIE process dying from time to time and we would like to add this to armonitor.conf, so that the process can be restarted without any manual intervention. We are currently running only a single instance of AIE on the same box running AR Server. I am not sure if this is even recommended. I was wondering if any of you have done this. If so, what are the things we need to watch out for? Any insight is really appreciated. Thanks, -- Shyam _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
Adding AIE process to armonitor.conf
Dear Listers, We are seeing an issue with the AIE process dying from time to time and we would like to add this to armonitor.conf, so that the process can be restarted without any manual intervention. We are currently running only a single instance of AIE on the same box running AR Server. I am not sure if this is even recommended. I was wondering if any of you have done this. If so, what are the things we need to watch out for? Any insight is really appreciated. Thanks, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Question about Work Info and View Access in ITSM 7.1
Dear Listers, We are trying to see if there is more to what is mentioned in the Incident Management guide for the View Access flag for Work Info records (excerpt below): From the View Access list, select Internal or Public. ! Internal—If you want users within your organization to see the entry. ! Public—If you want everyone with access to the application to see the entry, including requesters from the Requester console. We are using the application in a single tenancy mode and don't have any other companies or organizations being supported on this instance. I was wondering what the within your organization really means, since I see behavior not consistent with what is documented. Any thoughts/inputs? TIA -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Midtier login.jsp - caching...
Thanks everyone for your input. I will package the suggestions and propose a solution and see how far we get with it. -- Shyam From: Lyle Taylor tayl...@ldschurch.org To: arslist@ARSLIST.ORG Sent: Wed, November 4, 2009 9:54:56 AM Subject: Re: Midtier login.jsp - caching... ** Putting all the servers in Administrator Only mode will keep all non-Administrators out of the system while you perform your upgrade. Changing the login page will only keep new people from logging in; it will not stop existing users from continuing to use the system. If you really want everyone out, I would recommend a combination of Administrator Only mode and an updated login page indicating that the system is down for maintenance. That will stop existing users as well as notify people coming back to the login page that you are down for maintenance. Otherwise, deleing the .java and .class file for the login page so that the system regenerates it seems entirely appropriately and not too heavy handed. Basically, that simply tells the system that it needs to recompile it. Lyle From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shyam Attavar Sent: Tuesday, November 03, 2009 11:10 PM To: arslist@ARSLIST.ORG Subject: Re: Midtier login.jsp - caching... ** Frank, We have multiple midtier instances that connect to a server group sitting behind a load balancer, out of which only one of the servers is the admin server. So, I am not sure if putting all the servers in Admin Only mode will work. Also, with deleting the two files that I have mentioned in the original post, there is no need to restart the servlet engine (in our case - tomcat). Any other ideas? -- Shyam From:Frank Caruso caruso.fr...@gmail.com To: arslist@ARSLIST.ORG Sent: Tue, November 3, 2009 9:04:14 PM Subject: Re: Midtier login.jsp - caching... 1. Instead of blocking the login page you could just put the server in Administrator only mode while you performing your upgrades. 2. Restart your JSP engine after swapping in the new login.jsp. On Wed, Nov 4, 2009 at 3:11 AM, Shyam Attavar atta...@sbcglobal.net wrote: ** Dear Listers, We have a need to put a dummy JSP for our users during our maintenance window, so that they are not logging into the server accidentally when we are still in the process of making changes to the system. For this we are planning to temporarily change the actual login.jsp to a dummy page indicating the Maintenance Window message. However, just by swapping login.jsp does not necessarily take effect immediately, until some significant time (in our case 60 minutes) has elapsed from the time the page was changed to the next time the page was accessed (by anyone). If someone logs in before that threshold has occurred, we have to wait an additional 60 minutes. We can certainly force the update by deleting two files login_jsp.java and login_jsp.class in the folder tomcat_install_dir/work/Catalina/localhost/arsys/org/apache/jsp/shared and then swapping the actual login.jsp with the dummy login.jsp. The next time the login.jsp page is accessed, the two deleted files are automatically recreated and after that users get the intended message. Although, this can probably work for the interim, we are hoping to have a long term solution that is less intrusive. That arises a couple of questions and if someone can shed some light on these, I would really appreciate it. 1) Why is it that, updating login.jsp does not take effect immediately and what needs to be done for this to take effect immediately? 2) Looks like there is some sort of timeout threshold some where and I am not sure what or where this is. Anyone know what to change and where to set this threshold to a small number, so that updates to login.jsp take effect immediately? We are using AR System 7.1.00 Patch 6 on Linux platform with Oracle 10g R3 in the backend. Thanks, -- Shyam Attavar _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 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net
Midtier login.jsp - caching...
Dear Listers, We have a need to put a dummy JSP for our users during our maintenance window, so that they are not logging into the server accidentally when we are still in the process of making changes to the system. For this we are planning to temporarily change the actual login.jsp to a dummy page indicating the Maintenance Window message. However, just by swapping login.jsp does not necessarily take effect immediately, until some significant time (in our case 60 minutes) has elapsed from the time the page was changed to the next time the page was accessed (by anyone). If someone logs in before that threshold has occurred, we have to wait an additional 60 minutes. We can certainly force the update by deleting two files login_jsp.java and login_jsp.class in the folder tomcat_install_dir/work/Catalina/localhost/arsys/org/apache/jsp/shared and then swapping the actual login.jsp with the dummy login.jsp. The next time the login.jsp page is accessed, the two deleted files are automatically recreated and after that users get the intended message. Although, this can probably work for the interim, we are hoping to have a long term solution that is less intrusive. That arises a couple of questions and if someone can shed some light on these, I would really appreciate it. 1) Why is it that, updating login.jsp does not take effect immediately and what needs to be done for this to take effect immediately? 2) Looks like there is some sort of timeout threshold some where and I am not sure what or where this is. Anyone know what to change and where to set this threshold to a small number, so that updates to login.jsp take effect immediately? We are using AR System 7.1.00 Patch 6 on Linux platform with Oracle 10g R3 in the backend. Thanks, -- Shyam Attavar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Midtier login.jsp - caching...
Frank, We have multiple midtier instances that connect to a server group sitting behind a load balancer, out of which only one of the servers is the admin server. So, I am not sure if putting all the servers in Admin Only mode will work. Also, with deleting the two files that I have mentioned in the original post, there is no need to restart the servlet engine (in our case - tomcat). Any other ideas? -- Shyam From: Frank Caruso caruso.fr...@gmail.com To: arslist@ARSLIST.ORG Sent: Tue, November 3, 2009 9:04:14 PM Subject: Re: Midtier login.jsp - caching... 1. Instead of blocking the login page you could just put the server in Administrator only mode while you performing your upgrades. 2. Restart your JSP engine after swapping in the new login.jsp. On Wed, Nov 4, 2009 at 3:11 AM, Shyam Attavar atta...@sbcglobal.net wrote: ** Dear Listers, We have a need to put a dummy JSP for our users during our maintenance window, so that they are not logging into the server accidentally when we are still in the process of making changes to the system. For this we are planning to temporarily change the actual login.jsp to a dummy page indicating the Maintenance Window message. However, just by swapping login.jsp does not necessarily take effect immediately, until some significant time (in our case 60 minutes) has elapsed from the time the page was changed to the next time the page was accessed (by anyone). If someone logs in before that threshold has occurred, we have to wait an additional 60 minutes. We can certainly force the update by deleting two files login_jsp.java and login_jsp.class in the folder tomcat_install_dir/work/Catalina/localhost/arsys/org/apache/jsp/shared and then swapping the actual login.jsp with the dummy login.jsp. The next time the login.jsp page is accessed, the two deleted files are automatically recreated and after that users get the intended message. Although, this can probably work for the interim, we are hoping to have a long term solution that is less intrusive. That arises a couple of questions and if someone can shed some light on these, I would really appreciate it. 1) Why is it that, updating login.jsp does not take effect immediately and what needs to be done for this to take effect immediately? 2) Looks like there is some sort of timeout threshold some where and I am not sure what or where this is. Anyone know what to change and where to set this threshold to a small number, so that updates to login.jsp take effect immediately? We are using AR System 7.1.00 Patch 6 on Linux platform with Oracle 10g R3 in the backend. Thanks, -- Shyam Attavar _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Mid-Tier 7.1.0 Patch6 does not re-cache updates
Dear Listers, We are seeing an issue where when users are routed to one mid-tier server (from two available mid-tier servers) by a load balancer, they see the updates to a field with renamed selection values. However, if users are routed to the other mid-tier server by the load balancer, then users don't see the updated field selection values. We have done the following things on the offending server with no success in propagating the changes to the mid-tier: 1. we have ensured that the cache persistance bit on mid-tier configuration is off (on both servers) 2. flushed the cache manually 3. restarted tomcat 4. rebooted the serverHere's the environment details: * Two AR System Mid-Tiers - 7.1.0 patch 6 (on RHEL) sitting behind a Cisco load balancer * Four AR Servers (in a server group) - 7.1.0 patch 6 (on RHEL) sitting behind a Cisco load balancer (one server is mostly an admin server, the other three are in a round robin load balanced configuration). * Four node Oracle RAC in the back end * All connected on a GIGE network.Anyone else seen this issue in the past or currently working to resolve this? I am opening a ticket with BMC as well to see if we can get help. But I thought I would check with y'all first. Any suggestions/comments that can point me in the right direction that I might be overlooking. Thanks in advance, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Mid-Tier issue, single row char fields showing horizontal scroll bar.
We have checked the font size on the users' machine and that is set to normal at the OS level as well as at the browser level. For the version of Firefox we have 3.4.x and 3.5.y -- Shyam From: Meyer, Jennifer L jennifer.me...@its.nc.gov To: arslist@ARSLIST.ORG Sent: Friday, September 25, 2009 8:55:29 AM Subject: Re: Mid-Tier issue, single row char fields showing horizontal scroll bar. Just out of curiosity, what version of Firefox? Jennifer Meyer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Friday, September 25, 2009 10:44 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier issue, single row char fields showing horizontal scroll bar. Are they using a different font size in their browser? It sounds like it is some client side setting. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shyam Attavar Sent: Thursday, September 24, 2009 9:58 PM To: arslist@ARSLIST.ORG Subject: Mid-Tier issue, single row char fields showing horizontal scroll bar. ** Dear Listers, We are seeing a really bizzare issue - a few users in our user community are seeing horizontal scroll bars on character fields that are single row. There is no need for a horizontal scroll bar (at least that is not how it behaved in the past). Users having this issue are logging in via thin clients (IE 8 Firefox). This is a very odd behavior and nobody in our team can reproduce this issue. Here's the environment details: Two AR System Mid-Tiers - 7.1.0 patch 6 (on RHEL) sitting behind a Cisco load balancer Four AR Servers (in a server group) - 7.1.0 patch 6 (on RHEL) sitting behind a Cisco load balancer (one server is mostly an admin server, the other three are in a round robin load balanced configuration). Four node Oracle RAC in the back end All connected on a GIGE network. Anyone else anything remotely to what we are seeing? If so, any of you have any insight on how you resolved it? Thanks in advance, -- Shyam Attavar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. ___ 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
Mid-Tier issue, single row char fields showing horizontal scroll bar.
Dear Listers, We are seeing a really bizzare issue - a few users in our user community are seeing horizontal scroll bars on character fields that are single row. There is no need for a horizontal scroll bar (at least that is not how it behaved in the past). Users having this issue are logging in via thin clients (IE 8 Firefox). This is a very odd behavior and nobody in our team can reproduce this issue. Here's the environment details: Two AR System Mid-Tiers - 7.1.0 patch 6 (on RHEL) sitting behind a Cisco load balancer Four AR Servers (in a server group) - 7.1.0 patch 6 (on RHEL) sitting behind a Cisco load balancer (one server is mostly an admin server, the other three are in a round robin load balanced configuration). Four node Oracle RAC in the back end All connected on a GIGE network. Anyone else anything remotely to what we are seeing? If so, any of you have any insight on how you resolved it? Thanks in advance, -- Shyam Attavar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Flashboard Load Time
The Flashboard is actually a Data Visualization Field. So, this is actually running on the mid-tier. Depending on where the user is located with respect to the mid-tier (geographically close or farther away) will probably make a difference. Also, the IE settings (assuming that is the default browser) also could be causing some of the delay. These are some general guidelines for troubleshooting performance issues. Maybe you can run the fiddler utility and see more details on each of the calls that are being made from FB and see if that can point you to something. HTH, -- Shyam tina flores csoukn...@columnit.com wrote in message news:25067139.p...@talk.nabble.com... Hi Listers, Can you give me a feedback on how long does it usually take for a Flashboard (Incident Management) to Load? My client says it takes her 2.5 minutes to do the initial load, after that is 5 seconds. Some other users report a faster load time. Any factors affecting this (machine-specific, etc). Thanks in advance for any input. Regards, Christianne -- View this message in context: http://www.nabble.com/Flashboard-Load-Time-tp25067139p25067139.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Support Renewal - developer Plus
If you see value in using Remedy Developer Plus, then you may continue support. IMHO, the tool is very slow and does not perform all the things that I was used to, with IT Masters tool that RDP replaced. So, we did not continue support for RDP. My 2¢ -- Shyam jham36 jha...@gmail.com wrote in message news:01c95ad5-0506-4643-adfa-9dbf3c221...@d32g2000yqh.googlegroups.com It still works with a 7.1 server. I believe it becomes obsolete with 7.5 James On Aug 19, 9:33 am, Sokol, Brian bso...@scholastic.com wrote: I just was sent our annual support renewal. One of the items is Remedy Developer Plus. Is there any reason to pay for this product? Isn't this product discontinued? Should I have it removed? Thanks, Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494http://www.Scholastic.comhttp://www.scholastic.com/ ___ UNSUBSCRIBE or access ARSlist Archives atwww.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 Client Bandwidth Requirements
Another thing to consider is possibly logging into a remote desktop in Germany and using the client there. I have seen it work on Citrix Windows Terminal Server instances. HTH, -- Shyam From: Joe DeSouza joe_rem...@yahoo.com To: arslist@ARSLIST.ORG Sent: Friday, August 14, 2009 10:26:22 AM Subject: Re: Remedy Client Bandwidth Requirements ** Ramy, Over a VPN, you are bound to experience a certain level of latency. You will never experience even a close to being on the network experience, especially with the Admin / Developer client.. Just make sure the VPN client is not using a dial up connection. That would really suck. I use a regular DSL connection when working from home or remotely with the standard DSL speeds offered by providers like Comcast or CableVision. This gives me a fairly good room to work comfortably without having to scratch my head or loosing my hair while I wait for the system to accept my transaction be it on the user client or the developer or admin client.. I currently have a download speed of 6 MBPS and upload speed of 1 MBPS on my DSL connection and I have hooked my modem to a wireless router that supports upto 54 MBPS (I know thats old but it works for me). I would avoid using wireless internet cards... Had friends and colleagues who used it and they don't have nearly as good an experience with them. Hope this helps.. Joe From: Ramy S. Ayoub ramyay...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, August 14, 2009 7:47:11 AM Subject: Remedy Client Bandwidth Requirements ** HI list** Kindly we are working in a project that is using Remedy application, where the Remedy client users (60 concurrent users) are located in Egypt and the Remedy server is located Germany. Client access is going to be through VPN client over the ON network. Kindly advise with the required network bandwidth to be available for the remedy client in order to access the remedy server with no issue to in the network bandwidth. Regards, Ramy Ayoub _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: Form looks stretched or not displaying properly
Jason, Check the users' display properties -- settings -- advanced button and on the general tab, the fonts are set to Normal size (96 DPI). Many times this has been the cause of the forms being stretched out. HTH, -- Shyam Jason Tricky trickyma...@yahoo.com wrote in message news:818379.83098...@web45011.mail.sp1.yahoo.com... I have a user that when he logs in to Remedy using User tool(7.1 patch 007) he would need to use the scroll on the bottom to see the whole form. But if the user login to another PC with the same version of the user tool, the display looks normal and can see the whole form without scrolling. It seems like the user tool on his machine is messed up... I have uninstalled the user tool and reinstalled it but the display is still messed up. Is there a setting somewhere where I can fix this? Please help thanks. Jason -- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Filter Guide Loop within a Loop
David, Thanks for providing the details. -- Shyam Easter, David david_eas...@bmc.com wrote in message news:5d162195414f544cab0a9266f71bbd3912efbda...@phxccrprd01.adprod.bmc.com ... A Verified disposition means that the resolution provided by Dev was verified by QA. That could be a code fix, workaround, documentation change or a statement that the feature is working as expected. Usually, a Resolution of Fixed, though, means it's a code fix. Verified does not, itself, specify in what delivery vehicle the resolution will be provided. Your BMC Support person would have additional information on the target release for the resolution since (at this time) it isn't published externally. If the defect isn't considered critical, the target release is many times the next major, minor or maintenance release of AR System. Patches are reserved for critical issues that have a high enough business priority or technical severity that they can't wait for the next release. Thanks, -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shyam Attavar Sent: Wednesday, July 29, 2009 10:18 AM To: arslist@ARSLIST.ORG Subject: Re: Filter Guide Loop within a Loop Maybe David Easter can shed some light on how to interpret the various status values and what they mean in terms of expecting them in a patch or release. -- Shyam tina flores csoukn...@columnit.com wrote in message news:24719391.p...@talk.nabble.com... I searched through the defects and there were a number associated with filter guide. SW00316201 Disposition (Verified) Fixed AR System 7.1 Server Workflow Filter Guide table loop... guide walks through same row if table is based on same supporting form. SW00299842 Disposition (In QA) Fixed AR System 7.1 Server Workflow Filter Guide table loop... guide walks through same row if table is based on same supporting form. SW00259718 Disposition (Verified) Fixed AR System 7.0.1 Server Having problem while Looping table with filter guides SW00236617 Disposition (Verified) Fixed AR System 6.3 Server problem with server side table loop using filter guide SW00215315 Disposition (Verified) Fixed AR System 6.00.01 Server problem with server side table loop using filter guide Performance I have a problem where I am using filter guides to loop through server-side table fields. There are 2 loops (i.e. an inner loop nested within an outer loop). The outer loop on a table in Form A does a push-fields to create a record in Form B. I'm implementing this in 7.1. The 7.1 defect doesn't seem to apply to my requirement but SW00259718 for v7.01 seems like a fit. Have anyone successfully implemented an inner loop nested without an outer loop in v7.1? Also, what does Disposition = Verified, Resolution = Fixed mean? Does this mean it's included in a patch? Thanks. Tina Jarl Grøneng wrote: Does rememeber that in an earlier version of AR System there was a bug related to this (loop inside loop). Cant remember the version -- Jarl 2009/7/29 tina flores csoukn...@columnit.com: Hello Listers, I'm working on a client requirement: People relationship on a child CI needs to be updated when a custom checkbox is filled out. I searched through previous posts and my filter and filter guide is based on a previous post on this forum: Filter OutsideLoopCG has a call guide action to call filter guide OutsideGuide. Filter guide OutsideGuide includes filters OutsideLoopFilter1 and InsideLoopCG. Filter InsideLoopCG calls filter guide InsideGuide. From the logs, I can see that each row on the Relationships table loops through each entry in the People table. However, only the last entry in the People table gets pushed through. I even postfix two special characters ( `! ) on the filters within the filter guide. But somehow only the last entry on the People table is pushed. Did I missed something? Your input is highly appreciated. Thanks! Tina -- View this message in context: http://www.nabble.com/Filter-Guide-Loop-within-a-Loop-tp24709403p24709403.ht ml Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ 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
Re: Filter Guide Loop within a Loop
Maybe David Easter can shed some light on how to interpret the various status values and what they mean in terms of expecting them in a patch or release. -- Shyam tina flores csoukn...@columnit.com wrote in message news:24719391.p...@talk.nabble.com... I searched through the defects and there were a number associated with filter guide. SW00316201 Disposition (Verified) Fixed AR System 7.1 Server Workflow Filter Guide table loop... guide walks through same row if table is based on same supporting form. SW00299842 Disposition (In QA) Fixed AR System 7.1 Server Workflow Filter Guide table loop... guide walks through same row if table is based on same supporting form. SW00259718 Disposition (Verified) Fixed AR System 7.0.1 Server Having problem while Looping table with filter guides SW00236617 Disposition (Verified) Fixed AR System 6.3 Server problem with server side table loop using filter guide SW00215315 Disposition (Verified) Fixed AR System 6.00.01 Server problem with server side table loop using filter guide Performance I have a problem where I am using filter guides to loop through server-side table fields. There are 2 loops (i.e. an inner loop nested within an outer loop). The outer loop on a table in Form A does a push-fields to create a record in Form B. I'm implementing this in 7.1. The 7.1 defect doesn't seem to apply to my requirement but SW00259718 for v7.01 seems like a fit. Have anyone successfully implemented an inner loop nested without an outer loop in v7.1? Also, what does Disposition = Verified, Resolution = Fixed mean? Does this mean it's included in a patch? Thanks. Tina Jarl Grøneng wrote: Does rememeber that in an earlier version of AR System there was a bug related to this (loop inside loop). Cant remember the version -- Jarl 2009/7/29 tina flores csoukn...@columnit.com: Hello Listers, I'm working on a client requirement: People relationship on a child CI needs to be updated when a custom checkbox is filled out. I searched through previous posts and my filter and filter guide is based on a previous post on this forum: Filter OutsideLoopCG has a call guide action to call filter guide OutsideGuide. Filter guide OutsideGuide includes filters OutsideLoopFilter1 and InsideLoopCG. Filter InsideLoopCG calls filter guide InsideGuide. From the logs, I can see that each row on the Relationships table loops through each entry in the People table. However, only the last entry in the People table gets pushed through. I even postfix two special characters ( `! ) on the filters within the filter guide. But somehow only the last entry on the People table is pushed. Did I missed something? Your input is highly appreciated. Thanks! Tina -- View this message in context: http://www.nabble.com/Filter-Guide-Loop-within-a-Loop-tp24709403p24709403.ht ml Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ 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 -- View this message in context: http://www.nabble.com/Filter-Guide-Loop-within-a-Loop-tp24709403p24719391.ht ml Sent from the ARS (Action Request System) mailing list archive at Nabble.com. -- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use?
Rabi, Are there any batch processes running that maybe bumping the arserver memory every night? If there are batch processes, are these also using the 6.3 version of the API? Just something to think about... We had a situation where we had to change an integration component (from another application to Remedy) which was built using a different version of the API relative to the version of the AR Server we were running. Once we brought them to the same version of the API as the AR Server, this was no longer an issue... But I would recommend that you plan for an upgrade at the earliest, since 6.3 is probably ending it support sometime soon. Cheers, -- Shyam Rabi Tripathi ars_l...@yahoo.com wrote in message news:580837.10776...@web65403.mail.ac4.yahoo.com... Shyam, Upgrade is on the list, but not right away. I am considering going to the highest patch for 6.3, patch 25. Different question: does anybody have Remedy user 6.3 (patch 20) running in Windows vista against ARS 6.3 patch 20? In Solaris? Another question: What is the first version of Remedy User that supports Vista? And is anybody using it against 6.3 server? Fun stuff: I just found out that our helpdesk switched from Windows XP to Vista roughly around the time the issue started. They hacked the installer to have it install on Vista. I had no clue. So one theory is that a memory leak in arserverd was triggered by 6.3 clients running in Vista instead of Windows XP?? Sounds weird, but I don't know how else to explain it. Solaris patches were applied on the server, but I am still trying to find out details. And this just in: arserverd is now using 1.2 GB of memory, up from 0.540 GB yesterday. Our monitoring data isn't process specific, so I can't be sure, but looks like it was a gradual increase over night as it was pretty constant until late afternoon yesterday during my manual checks. --- On Mon, 7/20/09, Shyam Attavar atta...@sbcglobal.net wrote: From: Shyam Attavar atta...@sbcglobal.net Subject: Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use? To: arslist@ARSLIST.ORG Date: Monday, July 20, 2009, 5:17 PM Rabi, This probably does not answer your question, but do you have the option to upgrade AR System itself? -- Shyam Rabi Tripathi ars_l...@yahoo.com wrote in message news:679304.2979...@web65404.mail.ac4.yahoo.com... Hi all, If you have a stable installation of ARS 6.3 on Solaris, I would like to know what ARS patch you have and what is your Solaris version/patch. The story is that our ARS server (HelpDesk 5.x app, 20-40 users at a time) was running fine for 6 months or so. Suddenly last Thu, arserverd started using 50% more memory (2.5 GB), more than the installed RAM (2 GB). Resulted in a lot of swapping and sporadic general slowness. Next day server completely froze for half an hour, without apparent reason and then came back fine. The only Remedy error that was logged 15 mins after freeze was: Dispatch : Timeout during database query -- consider using more specific search criteria to narrow the results, and retry the operat ion (tamarind) ARERR - 94 It seems to be a symptom, not the cause. DBAs swear there is nothing at their end. tnsping from arserver to db did show 370ms as opposed to the usual 10 ms. It's being attributed to issue at the remedy box. Apart from the above, nothing remarkable in logs anywhere in Remedy, OS or database (Oracle 9.x on separate machine). That night, we rebooted the machine. ARS came back to using just 350 MB memory and all was fine. Two days later suddenly jumped to using 550 MB. Somehow, I lost the filter, db, api log of that period. Today arserverd memory use seems to be stable, though overall memory consumption in the box is slowly trending up. A few users have reported general slowness at times. I am trying to analyze detailed Remedy logs for slowness and also trying to figure out which process is causing the upward trend in box's memory use (it's not arserverd). Also considering going to the highest patch, 25. It seems our administrators applied solaris patches at various times recently. I don't have detailed info, but something there might have interacted with some issue in ARS. Back to the question, I would like to know any experience regarding stability of anybody else using 6.3 on Solaris. Thanks. ARs 6.3 p20 SunOS 5.9 Oracle 9.2 on a separate Sun box. HelpDesk 5.x app ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives
Re: generating report using multiple forms
Krishna, You can create a join form b/w form1 and form2 and then generate the report based on the join form. -- Shyam RKVKRKVK krishn...@ilantus.com wrote in message news:24599831.p...@talk.nabble.com... Hi, Please look into the following requirement. I have 2 forms where in form1 i have fields and tables( tables are created with the help of form2 fields). If i want to generate report for form1, it is showing only form1 fields except table fields. If i want to generate report including table fields also, What can i do. (OR) How to merge form1 and form2 to generate report. Best Regards, Krishna B -- View this message in context: http://www.nabble.com/generating-report-using-multiple-forms-tp24599831p2459 9831.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use?
Rabi, This probably does not answer your question, but do you have the option to upgrade AR System itself? -- Shyam Rabi Tripathi ars_l...@yahoo.com wrote in message news:679304.2979...@web65404.mail.ac4.yahoo.com... Hi all, If you have a stable installation of ARS 6.3 on Solaris, I would like to know what ARS patch you have and what is your Solaris version/patch. The story is that our ARS server (HelpDesk 5.x app, 20-40 users at a time) was running fine for 6 months or so. Suddenly last Thu, arserverd started using 50% more memory (2.5 GB), more than the installed RAM (2 GB). Resulted in a lot of swapping and sporadic general slowness. Next day server completely froze for half an hour, without apparent reason and then came back fine. The only Remedy error that was logged 15 mins after freeze was: Dispatch : Timeout during database query -- consider using more specific search criteria to narrow the results, and retry the operat ion (tamarind) ARERR - 94 It seems to be a symptom, not the cause. DBAs swear there is nothing at their end. tnsping from arserver to db did show 370ms as opposed to the usual 10 ms. It's being attributed to issue at the remedy box. Apart from the above, nothing remarkable in logs anywhere in Remedy, OS or database (Oracle 9.x on separate machine). That night, we rebooted the machine. ARS came back to using just 350 MB memory and all was fine. Two days later suddenly jumped to using 550 MB. Somehow, I lost the filter, db, api log of that period. Today arserverd memory use seems to be stable, though overall memory consumption in the box is slowly trending up. A few users have reported general slowness at times. I am trying to analyze detailed Remedy logs for slowness and also trying to figure out which process is causing the upward trend in box's memory use (it's not arserverd). Also considering going to the highest patch, 25. It seems our administrators applied solaris patches at various times recently. I don't have detailed info, but something there might have interacted with some issue in ARS. Back to the question, I would like to know any experience regarding stability of anybody else using 6.3 on Solaris. Thanks. ARs 6.3 p20 SunOS 5.9 Oracle 9.2 on a separate Sun box. HelpDesk 5.x app ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: DateTime field
Atul, The Date/Time field tracks time as Epoch time (which is the number of seconds elapsed since Jan 1 1970 12:00:00 AM). So, you will have to use the Date field instead to keep track of DOB. HTH, -- Shyam Atul Vohra a...@protechsoftwareinc.com wrote in message news:20090720122406.29...@web3.nyc1.bluetie.com... All, Our client is using .Net (C# remedy api) to create ticket in remedy (v 6.3) There is a date time field used for Date OF Birth and they are having issues when DOB is 01/01/1970 (unix time) The code snippet used is: --- oServer.SetEntry(strSchemaName, eil, fv); oServer is a Remedy Server Object, eil is a Remedy EntryIDList which contains the ticket number and fv is a Remedy FiledValueList and the BirthDate (fv[536870971]) is populated from a C# DateTime type. -- Any help would be appreciated. Thanks Atul -Original Message- From: strauss [stra...@unt.edu] Date: 07/20/2009 11:10 AM To: arslist@ARSLIST.ORG Subject: Re: SLM Notifications Since Milestones and Actions created using the templates are limited to ONE Action per Milestone because of how they use a single temp variable field, I simply added more milestones to each Service target, with only ONE Action for each of those Milestones. For example, a Critical Infrastructure Restoration Response Service Target will have four Milestones: Incident 50% Response Milestone - Action: Notify Incident Response Assignee (stores ESCALATEDRESPSLA in z1D Action) Incident 50% Response Milestone - Action: Notify Incident Response Owner (stores ESCALATERESPOWNER in z1D Action) Incident 75% Response Milestone - Action: Notify Incident Response Assignee Manager (stores ESCALATEMGRRESP in z1D Action) Incident 75% Response Milestone - Action: Notify Incident Response Owner Manager (stores ESCALATEOMGRRESP in z1D Action) Some of what I did to customize the templates is documented under SLM Notifications in my customization log at http://arsweb4.ars.unt.edu/helpdesk/docs/Customizations%20to%20ITSM7%20serve r.htm ...and show the relationship between the existing flagwords and filters and the ones you have to add to make Response templates that work. This is probably at a tangent to what you are trying to do, but might help you understand the bizarre way that they built the OOTB templates. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. Sent: Monday, July 20, 2009 7:53 AM To: arslist@ARSLIST.ORG Subject: Re: SLM Notifications Christopher, I actually started redeveloping the SLA for a group in SLM 7.03. I implemented the SLAs using the OOTB templates for Notify Incident Manager and Notify Incident Assignee and I added both to a service target and I noticed that the Notify Incident Assignee was not working properly. Is this undocumented issue where only one of the notification templates work and not the other because the SLM generated filters all fire at execution order 700? Ill try tweaking the execution order for the SLM filters for the Notify Assignee milestone but wasn't sure if you already figured out a workaround for this undocumented problem. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Sunday, July 19, 2009 9:08 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Notifications One caution - if you use the templates, you can only have one action per rule, even though there are several action templates. They all write a temp value to exactly the same field in the Incident form, so if you specify 4 actions like I did the first time, only the last one is performed since that is the only value in the temp field that survives. This is not documented anywhere. I also seem to recall that the template for response, as opposed to resolution, was only half built OOTB, and I had to add workflow to get it to work. It's been over a year since I did this, so I would have to dig into my customization docs at work to see what had to be done. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SHall Sent: Sunday, July 19, 2009 7:05 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Notifications If I use a Template for my notification e.g Assignee Group Manager. i believe that the way this is supposed to work is it looks at the Assigned Group and notifies whoever has the the Incident Manager
Re: Integration with other ticketing systems
Mark, We have been using webMethods for a two way integration between Remedy (our data center) and another ticketing system (at a vendor location). There was some work needed to set this up initially. Now it's working like a charm. -- Shyam LJ Longwing lj.longw...@gmail.com wrote in message news:72b944fe6ff84039bff84df75d6a5...@corp.global.level3.com... We are running 7.1 and use Tibco as our integration middleware...works well. _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Monday, July 13, 2009 9:57 AM To: arslist@ARSLIST.ORG Subject: Re: Integration with other ticketing systems ** Mark, If that is not an option as well for whatever reasons and you wish to take an easy OTB way out, there are integration systems out there available, such as TIBCO (I have used this in the past - works like a charm). I haven't used this with the later version of the ARS, but when I last used it I was working on a project using ARS 6.3, and found that it was easy to setup and configure. Cheers Joe _ From: LJ Longwing lj.longw...@gmail.com To: arslist@ARSLIST.ORG Sent: Monday, July 13, 2009 11:14:07 AM Subject: Re: Integration with other ticketing systems ** Mark, As mentioned, Web Services are a good way to do this, but it really depends on the capabilities of the other system, what sort of calls can it make to integrate with ARS? If it can't make WS calls, then runprocess may be an option, if you use a command line tool that performs an API update to the remedy system you should be able to go from there. _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mark Hofman Sent: Monday, July 13, 2009 6:07 AM To: arslist@ARSLIST.ORG Subject: Integration with other ticketing systems ** Hi, Can anyone recommend a way to integrate a proprietary system with ARS. Users should open tickets in ARS then our system should be notified with the ticket details and a corresponding ticket will be opened. The ticket will be processed in our system and we want to update the status of the ARS ticket upon certain events (approve, close etc.). Finally we want to tell ARS that processing is complete and the original ticket can be closed. Should we use email an API or something else? Thanks, Mark. _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: History of AR System
But, of course -- one can never forget the curses based client!! Interestingly enough that is still the fastest User Tool till date... Curses based client was stopped after the Hummingbird (3.x) release. -- Shyam Daniel Bloom danielbl...@rogers.com wrote in message news:8089b2ab3c9c4ffa8a891dc068d33...@dbc... How about the VT100 User Tool? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Sent: June 27, 2009 9:47 AM To: arslist@ARSLIST.ORG Subject: Re: History of AR System You know what would be fun ??? -- Screenshots from the early days. Anybody have a screenshot -- X-Windows admin, etc... Or License Tool ??? -John On Jun 26, 2009, at 11:54 PM, Eric Bergan wrote: -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Daniel Bloom Sent: Friday, June 26, 2009 6:47 PM To: arslist@ARSLIST.ORG Subject: Re: History of AR System Let us not forget 1.1 also brought us a system that worked. I thought it was Nov. 1992. Esacalations was the first major improvement to me. Somehow saying there is a work around and we could use cron tables Never quite did it for me (even if it was more efficient than escalations at the time). You mean you didn't really need all that snap to grid, boxes/text trim, grouping, some hope that the Motif/Windows/Mac/ASCII views looked the same? Boy, could we have saved some time... There is a good trivia question: Who brought the phrase there is a work around into every day usage for us Remedy Folks? Not that it wasn't a phrase well worth paying attention to :-) Now you're just fishing for a response... :-) Eric Bergan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com ___ 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: AIE and HP's Asset Center
I have had the opportunity of loading data from HP (Novadigm) Radia using AIE into our CMDB and reconciled that with the data from Topology Discovery. Although this is not necessarily AC, We had to do something similar to what Rick has recommended below. We got the data dictionary for Radia (which has a fairly normalized data model) and using the primary keys created a few Oracle DB views to pull all the data needed to map what is in the CDM. Again, performance is something we always kept an eye on from a reconciliation perspective. HTH, -- Shyam From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Wednesday, June 24, 2009 1:04:52 PM Subject: Re: AIE and HP's Asset Center ** Marty, I have a bit of experience with what you are trying to do. One thing you should be very careful about is that the data types used by AC are not necessarily compatible with those used by Remedy. Ask the AC admin to get you a data dictionary - it should be in the HP docs. Once you are past that, and the vastly different (i.e. extremely normalized) data model, the rest should be pretty standard. However, I suspect that the normalization in HPAC will cause updates to any core data to cause significant performance issues, so be careful what you send it. Rick On Wed, Jun 24, 2009 at 12:50 PM, Marty.Thorin thorin.ma...@we-energies.com wrote: ** I realize this question is a bit more generic than my normal questions. I have co-worker trying to connect Asset Center to Remedy 7.5. This is the product HP got then they purchased Peregrine. (No jokes please. I rode out the Peregrine debacle.) She is trying to follow a manual for connecting EIE to Asset Center that was supplied by our first level support. Additional information: Remedy: 1. Version 7.5 Patch 1 on everything: ARS, CMDB, ITSM, SLM. (Okay, SLM is just 7.5 because it does not have a patch 1.) 2. Oracle 10g database 3. Redhat Linux. Asset Center 1. Asset Center version 4.4.1. 2. Windows 2003 server. 3. Oracle 10g database. Using AIE we can reach the Oracle database for Asset Center. The table on the left is full. We can click on the and additional items show on the right. But I do not know how to view the contents nor update the data. The objective is to exchange data between the two. Scheduled bulk updates would be fine. I am probably missing something incredibly simple. Thorin _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: how to invoke sub process (WORK FLOW) using BMC Remedy Action Request System
Looks like you need configuration data (for the sub-processes) in your table on a per application basis, which can then be used to launch the appropriate sub-process for the given application. This is similar to the Data Driven State Model that has been used in a few of the OOB applications from BMC. I would recommend that you research (from prior posts in the archive) the data driven architecture for AR System and base your code on an identical model. Best, -- Shyam RKVKRKVK krishn...@ilantus.com wrote in message news:24162352.p...@talk.nabble.com... Hi, Thank you for your valuable reply to my post. Right now we storing all the selected applications using table. From this table we need to pick all the selected values to kick SUB-PROCESS individually. Can anyone help me in this case. Best Regards, Krishna B jgdum...@gmail.com wrote: Making use of call guides which check flags is one way. The other is to have a work flow template table which is referenced and the necessary actions kicked-off/created with pre-defined predecessors successors. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/how-to-invoke-sub-process-%28WORK-FLOW%29-using-BMC-Re medy-Action-Request-System-tp24145356p24162352.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: OT - Disk encryption
Credant (http://www.credant.com/) is another disk encryption that we use. - Original Message - From: Axton Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, May 14, 2009 11:27 AM Subject: Re: OT - Disk encryption ** http://www.winmagic.com/products/securedoc_disk_encryption is another that I've worked with. On Thu, May 14, 2009 at 11:04 AM, Dave Saville d...@deezee.org wrote: I know a lot of you work in sensitive areas - So, any experiences with whole disk encryption software for XP? Currently I am looking at: PGP Whole Disk Encryption DESlock+ And a new kid on the block, ZoneCentral TIA -- Regards Dave Saville ___ 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: Implementing data driven notifications
Vamsi, One of the developers I worked with had built something similar on AR System 5.1.2 many years ago. It was a subscription mechanism where users could subscribe to the tickets based on certain categorization values. I had to maintaining the code for a little bit, but don't recall much of how it was built. I'll describe what I do remember and if you have further questions, email me offline and we can take this further. The whole mechanism was built as data driven architecture. There was a subscription dialog which users would launch and subscribe to get notified on based on the various categorization available in the system. The records for each user would be stored in a back-end form. When the subscription was saved a record was added to another back-end form, where the list of users that need to be notified for a given set of categorization and for a specific status value (ex: New, WIP, Resolved). When a record was either created or went to one of the states, the list of users would get notified. So, this design took into account the a categorization and status value combination (which makes a two way matrix for building the notification list). The notifications were only for one form, so this is not exactly what you are asking for, but we could extend the design further to allow for notifications from multiple forms. The one caveat that I would watch for is one would have to create a multi-dimensional matrix, so generating the list of users to be notified would be more complex. I know my description is a bit sketchy, but I hope this helps you move in the right direction with your design. Cheers, -- Shyam - Original Message - From: SriVamsi Patchipulusu vamsi...@gmail.com Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, February 26, 2009 9:40 AM Subject: Implementing data driven notifications All, I know the following is not something that can't be done. Just would like to know what are some of the best practices people are using for notifications in custom built applications ( not ITSM) with little to none admin code changes for future maintainance. Currently we have several Notify filters spread across several forms in our custom built apps, Some are having hard coded groups,user names and some are data driven to that particular form/app. We would like to streamline this and make it generic as much as possible with mostly data driven. Anyone implemented notifications that covers all the apps? Something like triggering notifications from external form (not part of apps) as a blackbox with Subject , To , body , subscribing/removing users or groups are data driven. End users can create new notifications them self, with their own To,Subject, Body without remedy code changes. Thanks, Vamsi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Attachments getting out of contol
I am positive one can use the file system plug-in and some custom workflow to do this. However, I have not done this myself. Not sure if anyone else on the list has done this at all? -- Shyam - Original Message - From: Timothy Rondeau timothy.rond...@phaseforward.com Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Monday, February 09, 2009 7:26 AM Subject: Attachments getting out of contol Hi, Hi, We are running ITSM 7 ar 7.0.1 patch 2 on SQL DB. Looking to see if it is possible to store attachments outside of the database? Attachments are just getting to big. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Malloc failed on server CreateMultipleFields
Have you tried restarting the AR Server? If not, doing that would be a start. I have seen this happen on AR System 7.0.1 whenever the remote Oracle DB is unreachable for a little while but later reconnects and it is not possible to make changes to an Server Object via the admin tool or import any object via the Migrator or the Admin Tool. HTH, -- Shyam - Original Message - From: bruce sisk siskbr...@peoplepc.com Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Monday, January 05, 2009 9:15 AM Subject: Malloc failed on server CreateMultipleFields I am receiving this error when trying to migrate an existing form with several new fields. This is a brand new installation of ars 7.1.0 patch 5 with itsm 7.0.3 patch 8. It is a windows 2003 server connecting to a remote Oracle 10.2.0.3.0 - 64bi configured in a RAC. If I try to manually copy and paste multiple fields to the form via the admin tool...I get an Unable to save form box. If I click OK...and resave...I will get the Unable to Save box for each new field being added...then it will save normally. I have never encountered this before...anybody else seen this?? Any ideas?? Bruce Sisk BFS Enterprises PeoplePC Online A better way to Internet http://www.peoplepc.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: MSG:Do you want to save request?
Looks like on display of the data there is an AL running which is setting some field(s) on the form you are getting the warning message and the field(s) do not have the disable change flag property enabled. Look at the offending ALs and then see which field(s) are being set from the ALs. Once you know the offending fields, if you were to open the field properties dialog, you will notice that there is an option at the left bottom of the main tab in the property page to check the Disable Change Flag option, if there is no check mark next to that option, you will get the warning you have been getting. Once you have this option checked for all the offending fields, you would not have to write the other AL that you have mentioned in your post. Again, make sure you test this out with actually making a change to other fields on the form and those changes get saved. It is always better to be safe than sorry. Cheers, -- Shyam - Original Message - From: Anuj DUA Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, November 13, 2008 10:01 PM Subject: MSG:Do you want to save request? ** Hello, I get the following message, when i move from one record to another in the search table of the form (ex CHG:ChangeJoinAPDetailSig) even when i have not made any changes on the record. To stop this message from coming i need to explicitly write an Active link on Display/window load/search with Run Process SET-CHANGE-FLAG 0 action. My concern is that when i do the same activity on some other form ( for ex. AP:Alternate), i dont get the above message even when i have not written any specific Active link. Could you please tell me - 1) Why the two form behave differntly ? 2) Is there any another way to stop the message from coming other than writing an Active link ? With Regards, Anuj Dua __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers AreOutlook.jpg
Stability of AR Server 7.0.1 Patch 7
Dear Listers, Just looking for feedback on AR Server 7.0.1 Patch 7. I in the process of planning whether I should stick to Patch 5 or should I make it all the way to Patch 7 as part of my patching process for AR Server 7.0.1. From what I have heard and seen Patch 5 is fairly stable and I have been using it in our test environment for couple of weeks and I am fairly comfortable moving forward with it. However I also heard today that Patch 7 is also very stable. Just wondering if any of you have actually installed Patch 7 and provide any additional information on stability and known issues with this patch. Thanks in advance Regards, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: AR Server 7.0.1 -- very sensitive to network hiccups
Lisa and Jason, Thanks for sharing your experiences. I will let you all know what I find out from Support once I have sent them the log files and such. Regards, -- Shyam - Original Message - ** I have seen similar behavior with ARS 7.0.1(p003 I think) on Windows 2003 with a remote SQL 2005 database. The servers were connected to the same 1gb Foundry switch but for whatever reason they would look connections with eachother every once in a while. Since they were Windows I could see that the network connection had been disconnected on both servers and reconnected. Usually Remedy would restart itself and recover but there were a few times where it gave up and I had to manually start it. Jason From: Shyam Attavar Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, September 03, 2008 12:45 PM Subject: AR Server 7.0.1 -- very sensitive to network hiccups ** Dear Listers, Have any of you noticed that AR Server 7.0.1 Patch 2 is very sensitive to network hiccups. Here's our current setup for the AR System: Oracle 10g R2 running on a remote RHEL cluster AR Server 7.0.1 Patch 2 running on Windows 2003 Server ITSM 6.x For a while the behavior seemed very stable in this setup. However, off late, we are noticing that any minor hiccups in the network traffic between AR Server and the Oracle DB is causing AR Server process to crash and hence has to be restarted manually. This has happened at least three times in the last four weeks. I know that AR Server has been fairly resilient to the DB not being available for a few minutes and would reconnect once DB was available. However, that is not what we have noticed over the last few weeks. I already have a ticket open with Support and am waiting to reproduce this issue, so that I can send the logs. Just wondering if any one else has seen something similar. If so, what measures were taken to address this instability. Not sure if this is inherent to the AR System itself or this has something to do with the Oracle version we are running. Any feedback would be very valuable and much appreciated. Regards, -- Shyam __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
AR Server 7.0.1 -- very sensitive to network hiccups
Dear Listers, Have any of you noticed that AR Server 7.0.1 Patch 2 is very sensitive to network hiccups. Here's our current setup for the AR System: Oracle 10g R2 running on a remote RHEL cluster AR Server 7.0.1 Patch 2 running on Windows 2003 Server ITSM 6.x For a while the behavior seemed very stable in this setup. However, off late, we are noticing that any minor hiccups in the network traffic between AR Server and the Oracle DB is causing AR Server process to crash and hence has to be restarted manually. This has happened at least three times in the last four weeks. I know that AR Server has been fairly resilient to the DB not being available for a few minutes and would reconnect once DB was available. However, that is not what we have noticed over the last few weeks. I already have a ticket open with Support and am waiting to reproduce this issue, so that I can send the logs. Just wondering if any one else has seen something similar. If so, what measures were taken to address this instability. Not sure if this is inherent to the AR System itself or this has something to do with the Oracle version we are running. Any feedback would be very valuable and much appreciated. Regards, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Auto Ticket Creation
Sucheta, Not sure I understand your question/request. Are you asking about integration using the web that creates tickets OR are you asking about the ability to generate tickets automatically within Remedy based on certain events? -- Shyam - Original Message - From: sucheta lakhe [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, August 15, 2008 8:59 AM Subject: Auto Ticket Creation Hi Listners, Need to discuss what all tools, application can be used for Auto creation of Ticket in Remedy system 6.3 via web thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Oracle SQL Client
I like SQL Developer from Oracle - a little slow since it is a Java client and it is free. -- Shyam - Original Message - From: Jill E Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, July 31, 2008 2:09 PM Subject: Re: Oracle SQL Client ** Greetings Christie, SQL Developer is my graphical tool of choice - http://sqldeveloper.oracle.com Jill Anderson On Thu, Jul 31, 2008 at 10:24 AM, Pargeter, Christie :CO IS [EMAIL PROTECTED] wrote: ** Hi all - I have recently moved from working with an MS SQL server to having Oracle as my db. Is there a good gui client that I can download (hopefully free) to see all the tables in the db and running basic sql commands? Thanks!! Yes, I am feeing a bit spoiled to lose Enterprise Manager. ARS 6.3 Oracle 9 Christie Pargeter Legacy Health System IS - Programming SR Technical Analyst [EMAIL PROTECTED] System Office tel: 503-415-5149 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Unable to start ARS
Anoop, Looks like a private thread is being started and fails somewhere in that area. Not sure if you have private threads configured earlier. Maybe deleting all the private threads would be an option. Not knowing additional information makes it harder to suggest what else could be wrong. Cheers, -- Shyam - Original Message - From: Anoop Sasidharan Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, July 23, 2008 11:23 AM Subject: Unable to start ARS ** Lister I m getting error message unable to create (390600, 0) for TCP: while starting ARS. I have able to see the arserverd and TCP is running. Has anyone faced similar issue? ARS 6.3 LINUX OS AS/3 -- This is your window into tinsel town. Keep abreast with the latest movie releases, star shockers and juicy gossip. Try it! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Lines of code in Remedy?
The SLOC does not include the code that is executed in the WUT/Mid-Tier (rendering, AL Processing, etc.), Server (Filter processing, Escalation processing, DB activity, etc.) that is invoked by the application (be it OOB or custom) built on AR System. So, whichever count one uses, it would still be very rudimentary and will not represent the true nature of the metric one is after. Unless, the goal is to just to fill a column in a spreadsheet and save it for posterity... Cheers, -- Shyam - Original Message - From: Bradford Bingel [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Tuesday, April 29, 2003 3:12 PM Subject: Re: Lines of code in Remedy? Geez . . . no one has used the lines of source code (SLOC) measurement since the 1980's! It was a poor metric then with monolithic languages (Cobol, Fortran, etc.), and it's an even poorer metric today using object-oriented software and N-tier architectures. But you may still need to provide a valid number. Can anyone from Remedy provide a ballpark SLOC metric by application? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 9:36 AM To: arslist@ARSLIST.ORG Subject: Re: Lines of code in Remedy? Hmmm...Depending entirely on what they want this number for, I would probably recommend not giving them a number. Many organizations nowadays are foolishly using number of lines of code as a benchmark for the complexity of an application. If an app is more than X number of lines of code is very complex...and then management starts asking questions like, Why is that code so complex? Perhaps we should optimize it? Is there a commercial solution available to replace that inordinately and thus expensive-to-maintain application? In short, if you give them a number (based on code objects or lines in a def or whatever), that number isn't going to be right. It might be good to make them go away, but they may later use that bogus info to make some sort of executive decision, which may end up putting your app and possibly YOU on the chopping block. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, July 09, 2008 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Lines of code in Remedy? ** Maybe the answer to that would be if you exported all your workflow into a def file and then did a count of lines in the file (in Word perhaps) and give them that number. Obviously there is more actual coding behind the scenes than that but its better than providing a useless number. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, July 09, 2008 12:28 PM To: arslist@ARSLIST.ORG Subject: Re: Lines of code in Remedy? ** You could tell them that it's a closely held piece of BMC proprietary data, and that if you told them, you'd have to kill them. Or, ask them what answer sounds good to them, and give them that number back. Heck, you may even be right, and they'd never be able to prove you wrong. Or, you could simply give them the only number that they'd have a chance to verify - the number of workflow objects in your system. Rick On Wed, Jul 9, 2008 at 9:19 AM, David.M Clark [EMAIL PROTECTED] wrote: All, I've been asked to estimate the number of lines of code we have in Remedy. Any ideas on how to approach a question like that? Feel free to save your response for Friday Humor if you prefer. Thanks, -David David M Clark Remedy Programmer/Analyst ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Please consider the environment before printing this e-mail. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Modify vs Modify All
Modify vs Modify AllThis is actually a special feature found only in the User Tool and not natively supported by a separate API call. It basically loops through the selected list of rows in the Results List and makes ARSetEntry call for each of the rows. I found out the hard way when I had a filter run if qualification of $OPERATION$ = SET ALL and that filter never got called. -- Shyam - Original Message - From: Kemes, Lisa Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Monday, July 07, 2008 1:36 PM Subject: Modify vs Modify All ** When I modify a field on my form and save the record, it kicks off the workflow (active link) that I created. When I do the same modification to the same field with a Modify All action it does not kick off the workflow. Does anyone know why this would happen? Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Oracle 10G R2 - Case Sensitivity - ITSM 7
Phil, I am not sure if you are aware of the performance impact a case insensitive Oracle DB can have on the overall application performance. I have heard at least couple of scenarios where people were forced to revert back to a case sensitive setup, when performance issues became unbearable. Hope you have considered this. Regards, -- Shyam - Original Message - From: Boucher, Philip [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Tuesday, July 01, 2008 8:33 AM Subject: Oracle 10G R2 - Case Sensitivity - ITSM 7 Hi, We are currently setting up a new ARS 7.1 - ITSM 7 system on an Oracle 10G R2 database and will require the database to be case insensitive. I've read several posts on here about Oracle and case sensitivity but I'm not clear on exactly what needs to be done. I've found that the following session variables need to be set: ALTER SESSION SET NLS_SORT=BINARY_CI ALTER SESSION SET NLS_COMP=LINGUISTIC But do we need to do anything else such as creating additional indexes? Also can we make these changes after the initial set up or do they need to be applied before the installation begins. If anyone else has done this recently I'd really like to hear their experiences. Thanks Phil Boucher Remedy Technical Architect _ Logica - Releasing your potential 400 Park Avenue, Aztec West Almondsbury Bristol BS32 4TR UK T: +44 (0) 1179 017661 (direct) E: [EMAIL PROTECTED] www.logica.com Logica UK Limited Registered in England and Wales (registered number 947968) Registered office: Stephenson House, 75 Hampstead Road, London NW1 2PL, United Kingdom This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Feasibility of migration of ARS6.3 to ARS7.1 keeping Application Incident Mgmt and Change Mgmt v6.0
Manish, I am not sure specifically if ITSM 6.0 version of the apps will have an impact if run under AR System 7.1.0. By and large this should work without any issues unless AR System 7.1.0 release notes state this and if so what pieces would be impacted. I am not fully clear, since I have not read the 7.1.0 documentation yet. We moved from AR 6.3.0 Patch 20 running ITSM 6.x (HD 6.x AM 6.x and CMDB 1.1) to AR 7.0.1 Patch 2 last year running ITSM 6.x (but only difference was we moved from CMDB 1.1 to CMDB 2.0.1) after the AR upgrade. Our apps are running without any issues in production and we are extremely happy with the setup. One thing I would recommend is to upgrade AR from 6.3 to AR 7.1.0 in place with the Upgrade option (which will just upgrade the AR components without impacting the application). What you have mentioned below will not work - quoted here again:- We are looking fwd for the feasibility, if we 1. Install ARS7.1 2. Apply our existing database dump of application (Incident Management 6.0 + Change Management 6.0 + SLA 2.0) 3. Install Mid Tier 7.1 4. Install Oracle 10g 5. Install CMDB2.0 Also, upgrading CMDB 1.1 to CMDB 2.0 is a multi-step manual process and I hope you have the white paper that describes how to do this methodically without impacting the data in your current CMDB. HTH, -- Shyam - Original Message - From: Manish SINGLA [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Sunday, June 22, 2008 10:10 PM Subject: Feasibility of migration of ARS6.3 to ARS7.1 keeping Application Incident Mgmt and Change Mgmt v6.0 Hello List, We are into overall architecture change of our existing Remedy infrastructure. Currently we are on ARS6.3 + Incident Management 6.0 + Change Management 6.0 + SLA 2.0 + CMDB1.1 + Oracle 9i. While testing Oracle 10g with our existing ARS6.3, we realized that ARS6.3 in not compatible with Oracle 10g client. So we foresee ARS6.3 as a bottle neck to our Architecture update w.r.t to Oracle and other components of Remedy as well for e.g. we can't be On CMBD2.0 unless we don't have ARS7.1. We are looking fwd for the feasibility, if we 1. Install ARS7.1 2. Apply our existing database dump of application (Incident Management 6.0 + Change Management 6.0 + SLA 2.0) 3. Install Mid Tier 7.1 4. Install Oracle 10g 5. Install CMDB2.0 WILL MY SYSTEM WORK AS IT IS WORKING NOW. If not what are the issues behind and how we can overcome those. Your input on this keeps very value for me. Thanks Best Regards Manish. +91 98107 98076 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Archive old data
Paul, It depends whether you want the data accessible (searchable) or not. One of the things we have seen being done is to export the data into ARX files and the associated form definitions also and archived them on tapes for posterity. Another thing you can certainly do is to export the underlying DB tables (T, H and possibly B) as is (especially if you are on Oracle) and archive them on to tape. Not sure if this is exactly what you are looking for. HTH, -- Shyam - Original Message - From: ARSsytem [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, May 30, 2008 2:31 PM Subject: Archive old data Hi Listers, We are holding more than 7 years of data in our archive data forms (which are only regular forms, not archive forms). We would like to move part of them off line. Has anyone done that? Is there any white paper for the best practice. Thanks! Regards Paul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Workflow to audit every field on a form
Are you talking about a data driven way of auditing field values? If so, there was a post a while back - someone had sent some description and code where one could define the fields to be audited in a configuration form as data and the workflow would dynamically audit the fields if the fields had changed. Look at the archives and you should be able to find it. If not, let me know and I can dig it up for you Cheers, -- Shyam - Original Message - From: Chintan Shah [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, May 15, 2008 2:25 PM Subject: Workflow to audit every field on a form Hi all, I was wondering if there is a better way to track who changed what field at what time and then push it to an audit trail form. I am too lazy to write individual workflow checking for TR values for every field. Thanks Chintan. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Adjusting Menu Access with Workflow?
Mike, The SET ALL keyword is only available in Activelinks and does not compute on the Filter side. So, you may want to write an AL that fires 'last' that checks for this on Modify. Cheers, -- Shyam - Original Message - From: McManus Michael A SSgt HQ 754 ELSG/DOMH [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Monday, May 05, 2008 5:14 AM Subject: Re: Adjusting Menu Access with Workflow? I actually didn't even know that existed. We may give that a shot if we keep having problems. Thanks much. Michael A. McManus, SSgt, USAF Remedy Developer HQ 754 ELSG/DOMH -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Friday, May 02, 2008 12:38 PM To: arslist@arslist.org Subject: Re: Adjusting Menu Access with Workflow? Or, fight fire with fire. write a filter that fires on the SET ALL operation to throw an error. Exclude Administrators or any other relevant permission groups. $OPERATION$ = SET ALL -- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae’s approval. If received in error, contact the sender and delete them. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate) Sent: Friday, May 02, 2008 1:14 PM To: arslist@ARSLIST.ORG Subject: Re: Adjusting Menu Access with Workflow? Can you write a macro to do a bulk-modify operation from the client? Check their macros. Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI Level 3 Rated Company From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Phil Murnane Sent: Friday, May 02, 2008 11:51 AM To: arslist@ARSLIST.ORG Subject: Re: Adjusting Menu Access with Workflow? SSgt McManus: I'm not sure if this is possible, but it wouldn't hurt to verify that the users who can see the Modify All option haven't customized the views on their workstations. To do this, delete all *.arv and *.arf files on the PC's Remedy User cache folder. --Phil Phil Murnane Software Engineer, Allegiant Technology Email: [EMAIL PROTECTED] Office: 928-445-5574 - Original Message From: Scott Parrish [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, May 2, 2008 9:36:13 AM Subject: Re: Adjusting Menu Access with Workflow? ** Michael, Make sure that all views of the form have the Modify All unchecked. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of McManus Michael A SSgt HQ 754 ELSG/DOMH Sent: Friday, May 02, 2008 12:33 PM To: arslist@ARSLIST.ORG Subject: Adjusting Menu Access with Workflow? Listers, On our Incident form, we apparently have some users with access to the Modify All command through the Actions Menu. If I go to the view properties on the Incident form, on the menu access tab, Modify All is unchecked. Is there a way to override that setting with workflow in some way? I canʼt imagine another way for an analyst to access that. (Delete is also checked in the menu access tab but only Administrators have access to the Delete function). ARS 5.1.2 SQL 2K Server 2003 Thanks much, Michael A. McManus, SSgt, USAF Remedy Developer HQ 754 ELSG/DOMH __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ%20 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: aradmin crashes
In the recent versions - post 6.0.x, I have known that certain newer versions of Admin Tool work with older versions of the server. However, that is the exception and not the rule (in my book). Again, as David mentioned take it for what it's worth. I have heard somewhere -- Experience is the best teacher, but more importantly As long as it is someone else's experience. That is what this forum offers, which is absolutely invaluable!! Cheers, -- Shyam - Original Message - From: Remedy Maniac Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Tuesday, April 15, 2008 6:58 AM Subject: Re: aradmin crashes ** why do you guys get so exited about small things?!? First rule my grandma taught me: if you don't try you will never learn Second rule is from Nitzsche. You know the philosopher: everything that doesn't kill you, makes you stronger I don't believe the admin tool could break your server. Someone else does have anything to add on this? I think it will appreciated by everyone. For your info Susan: I am using the admin tool and the user tool both in version 6.3 latest patch against a server version 6.00.01 patch 1454. This for at least one year without any issue against my server. You could even run 2 different versions of the admin tool against a lower server. At the same time ;-) Finally, Warren, just to put you at rest: there is no need to hack the Windows registry. The problem has been solved and has gone as it came. I don't know why and I actually do not care about the technical reasons, but as a matter of fact I am able to use again the admin tool version 6 without problem. rm Warren Baltimore wrote: first off. Try to do a full uninstall first. You may need to clean out your registry also. Second. My mother taught me that if you cant say something nice, don't say anything at all. lets keep the snark down OK? On 4/14/08, Susan Palmer [EMAIL PROTECTED] wrote: Biggest rule I was ever taught, which was reinforced over and over and over again and has been given here over and over and over was do NOT use an admin tool that is not the same version as ARS. I guess it really wasn't working fine was it? I think your name is just bringing out some of the worse in me. Maybe being less manic will save yourself time in the future. Maybe I just have more of backlog and can't play around and waste time. I try to learn from the list and all the information that people are gracious enough to spend their time posting here. And as long as I'm ranting, maybe some of you need to look in the documentation before asking questions. Susan On Mon, Apr 14, 2008 at 3:15 AM, Remedy Maniac [EMAIL PROTECTED] wrote: dear listers, we have arsystem server 6.001 patch 1454. Because of a migration plan, and in order to test, I installed aradmin Version 7.1.00 and is working fine against my 6.001 But since then any other aradmin tool (6.3 and 6.01) crashes when I try to open a form. I can still check/manage licences. Also I can read server info and so on. Everything can be opened (AL, filters, ...) It's only when I try to open a form that I get an error message such as: The instruction at 0x04a7e833 referenced memory at 0x0044. The memory could not be read. Click on OK to terminate the program Click on CANCEL to debug the program Any idea why that happens and how to get ride of it. Because now that I tested and saw the ARAdmin 7 I'd like to get back to my previous aradmin. Many thanks rm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Migrations
We had to move away from HP-UX on PA/RISC running AR System and Oracle which was going to move to HP-UX on IA64 (Itanium) last year, since AR System was not natively compiled on Itanium until version 7.1. We moved to AR Server 7.0.1 on W2K3 with Oracle 10gR2 running on a Linux (RHEL) cluster. The only reason we stayed away from AR Server on Linux was due to the comfort level at our company from a support perspective. Linux is a new entry for AR Server (unlike Solaris, HP-UX and AIX) and hence the decision to move away from the *NIX platform altogether. HTH, -- Shyam - Original Message - From: Drake,Dave Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Tuesday, April 01, 2008 11:13 AM Subject: Migrations ** Hi all, Hoping someone has a little experience with either one or both of these scenarios. We're considering moving our ARS over to Linux (from Win2K3) and/or moving our DB from MSSQL2K to Oracle. Haven't really decided yet, just trying to get a sounding from the experts. Any tips and snippets would be greatly appreciated. Thanks!! ARS 7.0.1 p002, SQL 2K, Win2K3 servers, ITSM 7 Dave Drake - Remedy Administrator - Cerner Corporation -- CONFIDENTIALITY NOTICE This message and any included attachments are from Cerner Corporation and are intended only for the addressee. The information contained in this message is confidential and may constitute inside or non-public information under international, federal, or state securities laws. Unauthorized forwarding, printing, copying, distribution, or use of such information is strictly prohibited and may be unlawful. If you are not the addressee, please promptly delete this message and notify the sender of the delivery error by e-mail or you may call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1) (816)221-1024. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Superdom
If you are asking if the HW platform is a HP SuperDome, then I know for a fact that we were on a HP SuperDome with PA/RISC processor until recently. However, we moved away from the HP SuperDome with Itanium processor since the version we have running is not natively supported on this architecture. I believe that AR System 7.1 is natively supported on Itanium architecture. But we are not moving to 7.1 anytime soon. HTH, -- Shyam - Original Message - From: Beketov Danila Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, January 30, 2008 4:24 AM Subject: Superdom ** Hi Have everyone successful experience with building ARSystem databases on Superdom? What can I have problem, and it's possible at all? Danila __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: strange error from netcool-Remedy gateway
What version of AR and what version is the Remedy Gateway from Netcool at? Although, I have not seen the exact error, I have seen something similar a while back and am wondering something has changed in your gateway configuration files which is causing this error. The error reporting mechanism is not un to the mark in this product. If you can provide more details on what you changed in the configuration offline, I can take a look and maybe point in the right direction. Cheers, -- Shyam - Original Message - From: Aaron Keller Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Tuesday, January 22, 2008 4:47 PM Subject: FW: strange error from netcool-Remedy gateway ** Has anyone seen this error when attempting to start a netcool-Remedy gateway, and does anyone know what might be causing it? Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': WAITING ... Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': Received IDUC dat a message. Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': Spliting IDUC mes sage. Jan 22 19:18:58 2008: G_REMEDY :Error: Reader 'SERVER_READER': Failed to split I DUC message via SplitIDUCPacket(). Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': Main loop has bee n terminated. Jan 22 19:18:58 2008: G_REMEDY :Error: Reader 'SERVER_READER': Crashed reader - stopping server. Jan 22 19:18:58 2008: G_REMEDY :Debug: Server Shutdown requested at non-interrup t level. thanks -Aaron * Email: [EMAIL PROTECTED] SunCom is the wireless company that's committed to doing things differently. Things we want you to know. This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication may contain material protected by the attorney-client privilege. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Atrium Integration Engine
We are using AIE to bring in data from an external Inventory Database (not one that has a predefined mapping). The good thing is the mapping is simple to create, since the CMDB CDM classes are readily available. However, the bigger challenge for us was to get the external data (which is in a flat data structure) organized in such a fashion as to map to the CDM. We have been doing incremental get from the source data and building relationships. I have not really seen any performance issues. However, the UI is clunky and counter intuitive (in many places). But once I figured out the ones that I cared about, it was easy to get used to... BTW, we also have BMC Topology Discovery and that has an automatic feed into the CMDB via the CMDB API. However, there is no control over what data goes into the CMDB -- and this has been a drag for us, since anything that was discovered was dumped into CMDB, so drawing meaningful conclusions from the CMDB has been a royal pain, especially when trying to provide a simple way for the Service Desk to use this data in a simple manner. So, building another set of AIE jobs to bring data from TD, instead of using the OOB integration is an option we are considering instead of writing another set of API programs to do what TD is already doing. Cheers, -- Shyam - Original Message - From: Thad K Esser Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, December 05, 2007 11:56 AM Subject: Re: Atrium Integration Engine ** And I'd be one of those that have used Croom's product successfully (in a previous life). Its a great product. I think one of the pieces I was missing was that AIE offers adapters to link different types of databases (I see that in the manuals now - it just didn't register with me the first time through). But other than providing those links, I'm not getting how it simplifies an integration or offers performance improvements over building my own? Does it come with predefined mappings for CMDB? It seems I'd still have to create all those anyway. Apparently, I'm being dense this week - I appreciate the patience. Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Gidd [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 12/05/2007 11:07 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Atrium Integration Engine Drew, The other alternative is of course to use Croom Consulting's Link to External Databases which is an ARDBC-Plug-in and it comes in many popular flavors DB2, Oracle, Sybase, MS SQL, MySQL and etc. http://www.buoyantsolutions.net/External_DB.html There are many on this list that have used this solution successfully. Regards...Gidd -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller Sent: Wednesday, December 05, 2007 9:23 AM To: arslist@ARSLIST.ORG Subject: Re: Atrium Integration Engine Thad, AIE provides a decent integraion point between Remedy and other databases. The interface is a little clunky, but it does what it's supposed to do. The alternative is to write your own interfaces. Drew On Tue, 4 Dec 2007, Thad K Esser wrote: Hello, I'm looking for some input on the value of the Atrium Integration Engine - trying to decide if I want to use it or not. In reading through the manuals, it seems overly complicated and not all that efficient, but if someone can tell me its the next best thing since sliced bread (and mean it), I would appreciate your thoughts. ARS 7.1 CMDB 2.1 ITSM 7.0.2 (minus AM) Thank you, Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Disabling all fileds in a form
I believe Matt is alluding to having a data driven setup that walks a table to disable the fields (list of fields to be disabled are specified in another form) and would require a AL Call Guide to loop over the table field entries and the guide itself will have an AL with one action to disable the field. If one chooses to hard code the list of fields in the AL action(s), then what you are suggesting makes sense... Cheers, -- Shyam - Original Message - From: Rick Cook [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, November 22, 2007 2:23 PM Subject: Re: Disabling all fileds in a form Wouldn't that Guide still be calling the same AL(s)? Why add a layer of overhead to it, unless it was needed as a subroutine to use from other places? Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, November 22, 2007 1:15 PM To: arslist@ARSLIST.ORG Subject: Re: Disabling all fileds in a form Well... Or one active link action could call a guide. That guide could have as many active links/actions needed to disable/enable as many fields as you want. Your guide could even be setup to loop over a hidden table field and dynamically change fields attributes. (Hidden/disable ect...) based on the data in the table field. So you could configure your data into groups (via some kind of tag in the data) that an external qualification could use to select the correct records for that trip to the guide. Sure it is not just one action, but it can be done in very few total active links with data supporting flexibility and run time configuration changes too. Just a thought or three. And.. to all of you who take part in that great American tradition of eating way, way to much once a year (yea, right) Happy Thanksgiving to all. Now put down that fork and get back to making those active links. :) -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Nov 22, 2007 2:30 PM, Rick Cook [EMAIL PROTECTED] wrote: ** Nope - change fields only allow one field per action. However, you can have 25 actions on the same AL, so to the user, the difference is transparent. Doesn't matter where on the form the fields are. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Marek Marek Sent: Thursday, November 22, 2007 11:07 AM To: arslist@ARSLIST.ORG Subject: Disabling all fileds in a form ** Hi listeners, Is there any way of disabling all fields with one action of an Active Link. These fields are located on a few tabs and cannot be just hidden but disabled. Any help would be appreciated. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARSystem 7.1 / Itanium
Kevin, Not sure I can answer your questions. But following was the thought process we had when we were considering moving to Itanium platform with HP 11i v2 a few months back: - First, the support for this platform through an emulator, which in our opinion is not the best option from a performance perspective, especially in a production environment. - Second, the complete new architecture of the Itanium platform (and its idiosyncrasies) + the support model for HP-UX not being the first tier from an OS perspective by BMC-Remedy - Third, lack of skill set (being developed as I write this email) in our IT department for supporting applications in an Itanium environment. Hence our decision to move to split architecture with Linux Cluster on the back-end for the Oracle Database, Windows 2003 Server for Remedy Server and Linux servers with load balancer for our mid-tier. We have been live on this for a few weeks and are very happy with the overall performance and HW configurations we chose for our setup. HTH, -- Shyam - Original Message - From: Kevin Murray [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Monday, October 08, 2007 2:13 AM Subject: ARSystem 7.1 / Itanium HI All, Long'ish shot given how new 7.1 is.but: 1) Are you running ARSystem 7.1 on the Itanium platform (OS: HP 11i v2 or v3) through the ARIES emulator today? 2) If so, Is it your Production environment or not? How has it performed so far using bespoke app or (any) OOTB application? Do you do any benchmarking before the move? and what were the results (if your permitted to share) 3) If not currently on an Itanium platform, Does your organisation have plans to go to it in the short-term (6 mths)? Any comments in this space welcome. Thanks In Advance, Kevin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Pointing existing AR Server to another Oracle DB Instance
Dear Listers, I have a situation where I have an existing AR Server instance running on W2K3 SP2 and a need to point this server alternatively to two DB instances on Oracle 10gR2 in a Linux cluster. Anyone know how to change the TWO_TASK setting on an ongoing basis alternating between two instances? Is this approach even recommended or should I opt for another mechanism? Thanks in advance, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Pointing existing AR Server to another Oracle DB Instance
Re: Pointing existing AR Server to another Oracle DB InstanceThanks for the suggestion Dave. BTW, Which config file are you referring to where the TWO_TASK setting that needs to be changed? -- Shyam - Original Message - From: Shellman, David Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Sunday, October 07, 2007 11:43 AM Subject: Re: Pointing existing AR Server to another Oracle DB Instance You could set up two config files with the alternating TWO_TASK settings. Then schedule a job that would copy the appropriate file over the config file. The job would also need to cycle the server to read the new config. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Sun Oct 07 14:32:32 2007 Subject: Pointing existing AR Server to another Oracle DB Instance ** Dear Listers, I have a situation where I have an existing AR Server instance running on W2K3 SP2 and a need to point this server alternatively to two DB instances on Oracle 10gR2 in a Linux cluster. Anyone know how to change the TWO_TASK setting on an ongoing basis alternating between two instances? Is this approach even recommended or should I opt for another mechanism? Thanks in advance, -- Shyam __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Building a temporary test server on the same box as development
Make sure your development server and the new server you are setting up are not using the portmapper and connecting using specific ports for each of the servers. -- Shyam - Original Message - From: Howard Richter [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, October 03, 2007 7:37 AM Subject: Building a temporary test server on the same box as development All, I need to build a temporary test server on the same box that development is on and I am going to try something to save a couple of days of work, but I am not sure it will work. My licenses were built with multi server enabled and I am on Solaris. 1. I was going to copy my binaries from my install directory to another directory. 2. Modify ar.conf and arsystem with the new directory name. 3. Copy /etc/arsystem/current server name to /etc/arsystem/new server name 4. Then point the server to another database copy of production And then at the end relicense the new server. Is there something missing? Should I just not go down this path and just do a full install and then copy the production database? As always thanks for your advice, -- Howard Richter Remedy ServiceDesk Manager CedarCrestone Managed Services Center ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: CMDB2 - what class for network hardware?
I believe in the CMDB 2.x best practices class they touch upon this item and recommend using the ComputerSystem class for tracking any networking HW with what Jarl has indicated below. We are in the process of using the mechanism recommended without creating our own classes, since this is an added overhead maintaining the system. However, there are couple of other areas where we have to use custom classes. I am not there yet in the implementation. -- Shyam - Original Message - From: Jarl Grøneng [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Monday, October 01, 2007 10:57 AM Subject: Re: CMDB2 - what class for network hardware? BMC.CORE:BMC_ComputerSystem: PrimaryCapability = Router BMC.CORE:BMC_ComputerSystem: PrimaryCapability = Switch -- Jarl On 10/1/07, Covert, Jack [EMAIL PROTECTED] wrote: ** Hi guys. For those of you using CMDB 2, what classes are you using to store your network hardware (switches, routers, etc.). Jack Corporate IT Enterprise Systems Management Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Help - No outgoing emails from Email Messages form
: PASS remedy S: +OK Maildrop has 0 messages (0 octets) C: STAT S: +OK 0 0 C: QUIT S: +OK stubby.ntense.Remedy.COM POP3 server closing connection Document ID: KM-00011522 On 9/19/07, Shyam Attavar [EMAIL PROTECTED] wrote: ** Dear Listers, We are in the process of upgrading to AR System 7.0.1 P2 on a Windows 2003 server. I upgraded the AR System 6.3.0 P20 to 7.0.1 Patch 2 using the installer. I also upgraded the email engine to 7.0.1 P2 I have configured the email engine identical to our current production instance (process only outgoing email). I have restarted the Email Engine and the AR Server, but the email messages are not going out of the Remedy server. I get the following error in the email message record for the failed message: Not connected java.lang.IllegalStateException: Not connected at com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1398) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:489) at com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:363) at com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:212) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) The email configuration is sending emails out of our current environment without any issues. I have not looked at the KB on the support site yet. That is my next step. But I thought I would ask the list before I go to support. Is this an issue with 7.0.1 Patch 2 email engine? Anyone else has seen something similar in their environments? Any ideas/insights anyone of can share on what might be causing this - how to debug this further and what actions to take to solve this issue? Appreciate any input in helping me move forward with this issue. Thanks in advance, -- Shyam __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
RESOLVED: Help - No outgoing emails from Email Messages form
I feel silly telling you all that the issue was with the IP address for the SMTP server. Once I fixed the IP Address, outgoing email messages are being sent as expected. Thanks all, -- Shyam - Original Message - From: Shyam Attavar Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, September 19, 2007 6:53 PM Subject: Help - No outgoing emails from Email Messages form ** Dear Listers, We are in the process of upgrading to AR System 7.0.1 P2 on a Windows 2003 server. I upgraded the AR System 6.3.0 P20 to 7.0.1 Patch 2 using the installer. I also upgraded the email engine to 7.0.1 P2 I have configured the email engine identical to our current production instance (process only outgoing email). I have restarted the Email Engine and the AR Server, but the email messages are not going out of the Remedy server. I get the following error in the email message record for the failed message: Not connected java.lang.IllegalStateException: Not connected at com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1398) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:489) at com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:363) at com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:212) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) The email configuration is sending emails out of our current environment without any issues. I have not looked at the KB on the support site yet. That is my next step. But I thought I would ask the list before I go to support. Is this an issue with 7.0.1 Patch 2 email engine? Anyone else has seen something similar in their environments? Any ideas/insights anyone of can share on what might be causing this - how to debug this further and what actions to take to solve this issue? Appreciate any input in helping me move forward with this issue. Thanks in advance, -- Shyam __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Help - No outgoing emails from Email Messages form
Dear Listers, We are in the process of upgrading to AR System 7.0.1 P2 on a Windows 2003 server. I upgraded the AR System 6.3.0 P20 to 7.0.1 Patch 2 using the installer. I also upgraded the email engine to 7.0.1 P2 I have configured the email engine identical to our current production instance (process only outgoing email). I have restarted the Email Engine and the AR Server, but the email messages are not going out of the Remedy server. I get the following error in the email message record for the failed message: Not connected java.lang.IllegalStateException: Not connected at com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1398) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:489) at com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:363) at com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:212) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) The email configuration is sending emails out of our current environment without any issues. I have not looked at the KB on the support site yet. That is my next step. But I thought I would ask the list before I go to support. Is this an issue with 7.0.1 Patch 2 email engine? Anyone else has seen something similar in their environments? Any ideas/insights anyone of can share on what might be causing this - how to debug this further and what actions to take to solve this issue? Appreciate any input in helping me move forward with this issue. Thanks in advance, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: rebuilding a dev environment
When you export the aradmin user -- this is at the Oracle DB level, which means your production environment is replicated back to your development environment. I have been using this for a few years now and works like a charm. However, BMC Support claims this is unsupported. Nevertheless, this mechanism has not failed me. Cheers, -- Shyam - Original Message - From: Soria, Joe Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Tuesday, September 18, 2007 1:11 PM Subject: Re: rebuilding a dev environment ** ** Kelly, Do you also export the data? If so, how do you bypass the row limit for the dev environment? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hundley, Kelly G. Sent: Tuesday, September 18, 2007 8:10 AM To: arslist@ARSLIST.ORG Subject: Re: rebuilding a dev environment This is unsupported but I've done it many times. There may be a faster way, but this works for me. Install oracle then ARS and applications to get the tables in place. Export the production aradmin user. Drop the aradmin user from development and import it from production. Works like a charm. K. (Note: I am a little behind the times with Oracle 9.2.8, 6.3 ARS and 5.6 applications) Kelly G. Hundley Systems Administrator Information Systems Wake Forest University -- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frex Popo Sent: Tuesday, September 18, 2007 9:17 AM To: arslist@ARSLIST.ORG Subject: rebuilding a dev environment ** Hi eveyone, I have a dev machine with ITSM6.0 which is in a total mess .. I need to rebuild it by copying the production instance (i.g. oracle database, remedy server, mid-tier etc) to the dev machine ... Anyway easy way of doing this. This is the first time I am taking on a job like this so as you would imagine, any advise, recomendations, help, KB's would be very very much appreciated. Let me know if you need any more info. Thanks frex -- Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Areimage001.jpg
Re: User Tool 7.0.01 and Modify All
We have run into the identical issue on the CHG:Task form just yesterday on 7.0.1 Patch 3 and Patch 4 user tool. We opened a ticket with Remedy and I am hoping we get a fix for this ASAP. Regards, -- Shyam - Original Message - From: John Kovalcik Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, September 07, 2007 6:50 AM Subject: User Tool 7.0.01 and Modify All ** Listers, I have run in to a problem doing a Modify all on the 7.0.01 user tool. When doing a modify all on CHG:Task, if the first record has a blank assignee, then it will NULL out all assignee's in the following records. Has anyone seen this issue ? It doesn't do it in the 6.x usertool. Thanks, John M. Kovalcik Service Management Sr. Analyst ITIL Foundations Certified Global Information Technology Kennametal Inc. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: (possibly) - Remedy AR 7.0.1 on Oracle 10gR2 and Business Objects 6.5.1
Thanks for the suggestion Eli. We are looking at this possibility - we could have separate Oracle 9.2.x instance to support Business Objects with the data being refreshed on a regular basis from our production Oracle 10gR2 instance. However, the challenge is there a bunch of custom views (mostly joins, unions and such) that need to kept in synch between the two systems. Also the data load has to be done at the DB level to make it efficient and poses its own set of problems trying to keep the H tables and B tables also in synch... I was looking to see if someone had created a DB link from Oracle 9.2.x to Oracle 10gR2 for the specific set of tables views, so that the data is not transferred over, but just the views for reporting purposes to support Business Objects 6.5.1 are made available on 9.2.x. I am not even sure if I this is possible at all, but I hope this makes sense to others that might be proficient in Oracle Databases. Cheers, -- Shyam - Original Message - From: Eli Schilling [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, August 23, 2007 9:14 PM Subject: Re: (possibly) - Remedy AR 7.0.1 on Oracle 10gR2 and Business Objects 6.5.1 Not sure if its possible on Oracle but could you upgrade your production Oracle server and maintain a seperate 9.2 server to which BO would continue to point? Then you could simply replicate/migrate/etc the necessary data on a recurring basis from the 10gR2 to the 9.2.x server. It wouldn't be pretty nor would it be real-time but it might get you by until you can upgrade BO. From: Action Request System discussion list(ARSList) on behalf of Shyam Attavar Sent: Thu 8/23/2007 8:59 PM To: arslist@ARSLIST.ORG Subject: OT: (possibly) - Remedy AR 7.0.1 on Oracle 10gR2 and Business Objects 6.5.1 ** Dear listers, I have a very weird situation with Oracle 10gR2 and Business Objects 6.5.1 and I am trying to find my way out of this conundrum. We are in the process of upgrading our current AR Server 6.3.0 Patch 20 to AR Server 7.0.1 Patch 3. As part of this upgrade, we are moving our Oracle DB from 9.2.x to 10gR2. However, as per Business Objects 6.5.1 is not supported on Oracle 10gR2, but we don't have enough time to upgrade Business Objects to the next version that supports 10g. Our options are for us to move back the Oracle to 9.2.x, so that current version of Business Objects can be supported, since we have a ton of reports that would be impacted. However, from a performance standpoint, I believe that 10g is much better for large data throughput, which we will have as part of the CMDB being populated from various Discovery Sources. I was wondering if any of you have been in this type of situation and been able to come up with a solution where you were able to stay with the Oracle 10g but still support Business Objects 6.5.1? Any help or insight is really appreciated. Thanks in advance. Cheers, -- Shyam __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Urgent: Installing CI Viewer on Linux
Dear listers, I have to get the CI Viewer working by Monday and was wondering if anyone has the following environment and how did you get the CI Viewer working in such an environment Oracle 10gR2 on Linux Cluster AR Server 7.0.1 Patch 2 with CMDB 2.0.1 Patch 3 on Windows 2003 Enterprise Server AR Mid-tier 7.0.1 Patch 2 on Red Hat Linux ES (AS) Since the CI Viewer is driven via the mid-tier even when accessing from Remedy User Tool, I have to have the CI Viewer installed on the Linux box where the mid-tier is running. I already have a ticket open with Support. However, I thought of checking the list, just in case someone has come across this scenario and already solved it. Thanks in advance. Regards, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Urgent: Installing CI Viewer on Linux
Thanks Rick and Axton! Where can I find the installer for just the CI Viewer? I guess that is my first question. Once I find that I have access to the Linux box to install it... Thanks, -- Shyam - Original Message - From: Axton [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, August 24, 2007 1:30 PM Subject: Re: Urgent: Installing CI Viewer on Linux I believe the CI Viewer does nothing more than copy some files to the WEB-INF/lib directory of the mid-tier and imports some data into the Data Visualization Modules form. Run the CI Viewer installer on the linux box. If you don't have physical access/display capabilities on the linux box, set up X so that you can export your display to your local machine. Axton On 8/24/07, Shyam Attavar [EMAIL PROTECTED] wrote: ** Dear listers, I have to get the CI Viewer working by Monday and was wondering if anyone has the following environment and how did you get the CI Viewer working in such an environment Oracle 10gR2 on Linux Cluster AR Server 7.0.1 Patch 2 with CMDB 2.0.1 Patch 3 on Windows 2003 Enterprise Server AR Mid-tier 7.0.1 Patch 2 on Red Hat Linux ES (AS) Since the CI Viewer is driven via the mid-tier even when accessing from Remedy User Tool, I have to have the CI Viewer installed on the Linux box where the mid-tier is running. I already have a ticket open with Support. However, I thought of checking the list, just in case someone has come across this scenario and already solved it. Thanks in advance. Regards, -- Shyam __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Urgent: Installing CI Viewer on Linux
Great! Thanks Axton! -- Shyam - Original Message - From: Axton [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, August 24, 2007 1:44 PM Subject: Re: Urgent: Installing CI Viewer on Linux It's bundled with the cmdb install files. Axton Grams On 8/24/07, Shyam Attavar [EMAIL PROTECTED] wrote: Thanks Rick and Axton! Where can I find the installer for just the CI Viewer? I guess that is my first question. Once I find that I have access to the Linux box to install it... Thanks, -- Shyam - Original Message - From: Axton [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, August 24, 2007 1:30 PM Subject: Re: Urgent: Installing CI Viewer on Linux I believe the CI Viewer does nothing more than copy some files to the WEB-INF/lib directory of the mid-tier and imports some data into the Data Visualization Modules form. Run the CI Viewer installer on the linux box. If you don't have physical access/display capabilities on the linux box, set up X so that you can export your display to your local machine. Axton On 8/24/07, Shyam Attavar [EMAIL PROTECTED] wrote: ** Dear listers, I have to get the CI Viewer working by Monday and was wondering if anyone has the following environment and how did you get the CI Viewer working in such an environment Oracle 10gR2 on Linux Cluster AR Server 7.0.1 Patch 2 with CMDB 2.0.1 Patch 3 on Windows 2003 Enterprise Server AR Mid-tier 7.0.1 Patch 2 on Red Hat Linux ES (AS) Since the CI Viewer is driven via the mid-tier even when accessing from Remedy User Tool, I have to have the CI Viewer installed on the Linux box where the mid-tier is running. I already have a ticket open with Support. However, I thought of checking the list, just in case someone has come across this scenario and already solved it. Thanks in advance. Regards, -- Shyam __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
OT - Friday Humor - (Re: Remedy Skilled Professionals)
Thanks gang, for making my day easier... I had a great laugh since this turned out to be implied humor! You are the best!!! Cheers, -- Shyam - Original Message - From: Watson, Benjamin A. [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Friday, August 24, 2007 1:25 PM Subject: Re: Remedy Skilled Professionals I take it that those RSPs with read licenses can only watch handshakes or initiate their own and cannot participates in handshakes started by others. From: [EMAIL PROTECTED] on behalf of Phil Murnane Sent: Fri 8/24/2007 1:19 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Skilled Professionals Actually, with most wetware systems, the grip can be virtualized to allow multiple simultaneous virtual handshakes. Licensing considerations still apply, though. --Phil - Original Message From: Axton [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, August 24, 2007 1:05:19 PM Subject: Re: Remedy Skilled Professionals That was good; and if you don't properly release the grip, you have to wait an hour before you can shake another's hand. Axton On 8/24/07, Heider, Stephen [EMAIL PROTECTED] wrote: Ever since version 6.3 you are only able to shake one person's hand at one time. If you are shaking someone's hand you must release the grip prior to shaking another hand, otherwise this would be a handshake violation :) Stephen Remedy Skilled Professional -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD Sent: Friday, August 24, 2007 3:18 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Skilled Professionals The new version of the secret handshake has a more customer-centric licensing system... And beware! As I understand, similar to other fraternal organizations, there are severe penalties for revealing the hand shake. I heard that they invalidate your table qualifications and delete field-dependent workflow just for thinking of talking about it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Friday, August 24, 2007 1:08 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Skilled Professionals You have to buy separate licensing for it... Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng Sent: Friday, August 24, 2007 3:00 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Skilled Professionals ?? What secret handshake? - Jarl On 8/24/07, Rick Cook [EMAIL PROTECTED] wrote: ** Congratulations! Be sure to practice that secret handshake... Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen Sent: Friday, August 24, 2007 11:25 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Skilled Professionals ** ...and as of today, me too! Stephen Remedy Skilled Professional From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bowen, Marc Sent: Tuesday, July 31, 2007 1:25 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Skilled Professionals Me too. Marc Bowen Remedy Skilled Professional From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge Sent: Tuesday, July 31, 2007 1:12 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Skilled Professionals I'm an RSP. -Rootuja Ghatge From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Ames Sent: Tuesday, July 31, 2007 8:01 AM To: arslist@ARSLIST.ORG Subject: Remedy Skilled Professionals ** How many Remedy Skilled Professionals are out there? __20060125___This posting was submitted with HTML in it_20060125___This posting was submitted with HTML in it___ *** The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. When addressed to our clients any opinions or advice contained in this email are subject to the terms and conditions expressed in the governing KPMG client engagement letter.
OT: (possibly) - Remedy AR 7.0.1 on Oracle 10gR2 and Business Objects 6.5.1
Dear listers, I have a very weird situation with Oracle 10gR2 and Business Objects 6.5.1 and I am trying to find my way out of this conundrum. We are in the process of upgrading our current AR Server 6.3.0 Patch 20 to AR Server 7.0.1 Patch 3. As part of this upgrade, we are moving our Oracle DB from 9.2.x to 10gR2. However, as per Business Objects 6.5.1 is not supported on Oracle 10gR2, but we don't have enough time to upgrade Business Objects to the next version that supports 10g. Our options are for us to move back the Oracle to 9.2.x, so that current version of Business Objects can be supported, since we have a ton of reports that would be impacted. However, from a performance standpoint, I believe that 10g is much better for large data throughput, which we will have as part of the CMDB being populated from various Discovery Sources. I was wondering if any of you have been in this type of situation and been able to come up with a solution where you were able to stay with the Oracle 10g but still support Business Objects 6.5.1? Any help or insight is really appreciated. Thanks in advance. Cheers, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: AR System Developer Studio Wishlists
Actually, if you think about it, the whole idea of multi-threaded applications are to address this type of scenario. The thread that is updating the object can be separate from the thread that is updating the synch database. Once the object is saved another thread is spawned to start the synch process, return the control back to the user and everyone is happy. I am sure there is more to it than what I just described. However, it is a very common feature on many other applications I have used and there are enough smart people at BMC-Remedy that can make this happen. Cheers, -- Shyam - Original Message - From: Axton [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, August 15, 2007 5:23 AM Subject: Re: AR System Developer Studio Wishlists I think the performance impact would be negligible to keep the sync search database up to date real time. Think about it, you are updating or deleting maybe a dozen records each time you modify an object... It might add a bit of time to bulk updates. Axton Grams On 8/15/07, Rick Cook [EMAIL PROTECTED] wrote: Nice list, Matt. I would add one more to the third one - how about a tab in each workflow object that shows every container in which it resides? It would be nice to see whether an Active Link I'm looking at runs in a Guide, since there's no obvious marking (apart from clues like no firing condition) on those presently. And even if I know or suspect that an AL is in a Guide, it's a pain to figure out which one it's in. And on the Related Objects stuff - while I share your desire to keep it real time, without some restructured storage mechanisms for that data, the performance impact would make it not worth it. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Tuesday, August 14, 2007 8:06 PM To: arslist@ARSLIST.ORG Subject: Re: AR System Developer Studio Wishlists How about they fix the stuff they already have? * Provide detailed, explanations for why each and every RFE is either: Accepted, Rejected or Deferred. * Keep the Search DB up to date without a Sync process. (one object at a time when the object is changed.) * Ability to add an object to a Packing List via a context menu in the Admin tool lists windows. (And also from the individual object windows) * Use the Related Workflow idea on all objects. (Like for menus, views) * Ability to search for (or better have pre-indexed) hard coded string values used in workflow. ( Qualifications, actions, etc...) * Improve the ability of the Admin Tool to actually update container windows when new objects are created, or when the Names are changed of any of the items in the container. * Integration to a server side Objects Source control system. (SVN would be great, but anything that is not platform specific and hopefully open sourced.) * provide packing lists for each and every application they sell. So that it is easy to get a list of everything that is OOB and to verify that all the right stuff was installed. * Improve the overall performance. Switching from action 1 to action 2 of an active link should not require the client to cache all fields on the form(s) involved every time the selected action is changed. However... if we are in dream mode * STOP using names as the unique identifier for an ARS object. An internal GUID would go a long way to making the whole development process easier. ( Change a name and move it to production and it should stomp on the old name of the object. ) * All ARS workflow should be runtime enabled. There should be no quality or setting that a workflow action can do that can not be data driven at runtime. * The ability to script and plugin a new action would be fantastic. (and a registry for these things on the server) * A local field registry so that instead of just adding a Character field you could add the Foo field.(That would have predetermined details, Field ID, sizes, permissions, helptext, etc..) And if the registry is updated... then all fields based on those registry fields would be modified as well too. Increase the size of the Foo field from 25 to 254 and they change on all forms with that field. * A debug mode that would allow all workflow logging but not actually do any data changes to the DB. * A check point model for all data on the server. So that test data could be established, testing performed and the data set rolled back to that check point before the testing was performed. * The ability for any field to be NOT logged (as masked *** values) in all log files. ( A setting on the field that can be applied to all field ID's, Client side and server side.) -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two.
Re: Installing AR, Email, Approval, CMDB ITSM on a failover server
Fred, I am not really sure which is the best option. If shared does not update any WF, then that would be preferred. I have not really used that option, hence I am trying to get a feel for what options we have available to us. Thanks, -- Shyam - Original Message - From: Grooms, Frederick W [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Monday, July 30, 2007 6:38 AM Subject: Re: Installing AR, Email, Approval, CMDB ITSM on a failover server Would you want to install it as an Upgrade or a Shared? I thought Shared did not update any workflow? Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Sunday, July 29, 2007 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: Installing AR, Email, Approval, CMDB ITSM on a failover server I almost did the same thing when I saw the linux reference. So it would require an install as an upgrade to get the directory and registry settings correct. Also sounds like a good idea to do a full export of forms and workflow first so that they could be reimported after the upgrade so that any mods to system forms would not be lost by the upgrade over write of forms and workflow. I need to do this in the next few weeks so it's been on my mind. Thanks for the workflow reminder. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Installing AR, Email, Approval, CMDB ITSM on a failover server
Dear listers, We are in the process of setting up new hardware platform for Remedy server in our environment and I am not too sure how to install the AR Server on the failover server. Any help in this area would be really valuable. Here are the details: Oracle 10g R2 on a Linux Cluster AR Server 7.0.1 p2, Email Engine, FB, Approval Server, CMDB, ITSM 6.x on a W2K3 server AR Mid-Tier 7.0.1 p2 on Linux boxes distributed across various geographies Since the failover server is going to talk to the same Oracle instance as the production server, I am not entirely clear how to go about setting the secondary server with all the binaries and applications. Thanks in advance, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Installing AR, Email, Approval, CMDB ITSM on a failover server
Re: Installing AR, Email, Approval, CMDB ITSM on a failover serverDave and Axton, Thanks for your suggestions. I really appreciate your insight and sharing this with the rest of us Cheers, -- Shyam - Original Message - From: Shellman, David Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Sunday, July 29, 2007 1:25 PM Subject: Re: Installing AR, Email, Approval, CMDB ITSM on a failover server I almost did the same thing when I saw the linux reference. So it would require an install as an upgrade to get the directory and registry settings correct. Also sounds like a good idea to do a full export of forms and workflow first so that they could be reimported after the upgrade so that any mods to system forms would not be lost by the upgrade over write of forms and workflow. I need to do this in the next few weeks so it's been on my mind. Thanks for the workflow reminder. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Sun Jul 29 16:05:41 2007 Subject: Re: Installing AR, Email, Approval, CMDB ITSM on a failover server Oops, saw linux next to Oracle and though it was Remedy. He could do an upgrade install to get the binaries in place. It is also possible to mount file systems on Windows boxes as well, but you have to have the infrastructure. Things are not so simple as copying a file system on Windows though, with the registry and the other weird things that have to be done. The trouble comes with the apps. I am not sure if you can do the installation without importing the workflow/data for those apps. Axton Grams On 7/29/07, Shellman, David [EMAIL PROTECTED] wrote: Axton, Since the AR System is on a Win server couldn't he simply do an install on the failover server with it pointing to the production Oracle instance? The install would run as an upgrade using the same server name and all the binaries, etc would be in the same directory structure. He would need to make sure that all the config files from the production server were copied to the fail over server. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Sun Jul 29 15:08:22 2007 Subject: Re: Installing AR, Email, Approval, CMDB ITSM on a failover server We simply mount the filesystem on the failover server since the fs is not local. All the files are the same, with a few exceptions. Since each node has a different hostname, we update the Server-Name parameter in ar.conf (awk/sed) during the failover. This is done in the arsystem script, which resides in the arsystem/bin directory. One other exception is eie, since the eie instance names seem to be bound to the hostname/Server-Name for whatever reason. We have a common hostname that is shared between the two servers, the server that gets the hostname is handled by Veritas vcs, as are the filesystem, monitoring/failover operations. We monitor the armonitor process to trigger the failover; this way we give armonitor a chance to correct things before failing over. Axton Grams On 7/29/07, Shyam Attavar [EMAIL PROTECTED] wrote: ** Dear listers, We are in the process of setting up new hardware platform for Remedy server in our environment and I am not too sure how to install the AR Server on the failover server. Any help in this area would be really valuable. Here are the details: Oracle 10g R2 on a Linux Cluster AR Server 7.0.1 p2, Email Engine, FB, Approval Server, CMDB, ITSM 6.x on a W2K3 server AR Mid-Tier 7.0.1 p2 on Linux boxes distributed across various geographies Since the failover server is going to talk to the same Oracle instance as the production server, I am not entirely clear how to go about setting the secondary server with all the binaries and applications. Thanks in advance, -- Shyam __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where
Re: Registering Remedy ODBC drivers (DLL) from the command line
Thanks Dan! Worked like a charm. Cheers, -- Shyam - Original Message - From: CONDREA, Daniel Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Tuesday, July 24, 2007 12:45 AM Subject: Re: Registering Remedy ODBC drivers (DLL) from the command line ** KM-4778 -- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shyam Attavar Sent: Tuesday, July 24, 2007 9:28 AM To: arslist@ARSLIST.ORG Subject: Registering Remedy ODBC drivers (DLL) from the command line ** Dear Listers, We install Remedy clients with WinInstall scripts and we don't typically enable the ODBC drivers that come with Remedy User installer. However, we have one set of users where we need to enable the ODBC drivers and was wondering how to enable this without having to reinstall the client for this group of people. Can any one of you kind souls educate me on how to register the ODBC DLL either from a command line or some kind of a script. We are using Remedy Client version 6.3.0 Patch 20. Thanks in advance. Cheers, -- Shyam __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Registering Remedy ODBC drivers (DLL) from the command line
Dear Listers, We install Remedy clients with WinInstall scripts and we don't typically enable the ODBC drivers that come with Remedy User installer. However, we have one set of users where we need to enable the ODBC drivers and was wondering how to enable this without having to reinstall the client for this group of people. Can any one of you kind souls educate me on how to register the ODBC DLL either from a command line or some kind of a script. We are using Remedy Client version 6.3.0 Patch 20. Thanks in advance. Cheers, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Remedy AR System Web Client Survey
MessageI could not have summarized this better... Cheers, -- Shyam - Original Message - From: Pierson, Shawn Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Tuesday, July 24, 2007 8:17 AM Subject: Re: BMC Remedy AR System Web Client Survey ** David, I think you are asking the wrong questions in your survey. It's not so much that we want new features added to the products, but rather that we want stability, consistency, and ease of use. This applies to the mid tier, email, the ITSM modules, etc. It would be nice if BMC would take a break on developing new features and just make the ones they currently have work. Specific to the mid tier, I get tons of complaints about how slow it is, and statements like, It's just a website, why is it slower than any of the other web-based apps we use? Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Tuesday, July 24, 2007 10:13 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Remedy AR System Web Client Survey ** Anyone else ask that the Mail system be redone? I hope not - since the survey is about improvements or enhancements to the web client / Mid-Tier... While feedback in general on AR System is always appreciated, it would be best to limit comments within the survey to the topic being surveyed. Thanks, David J. Easter Product Line Manager AR System - BMC Service Management Business Unit From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, July 24, 2007 7:23 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Remedy AR System Web Client Survey ** Anyone else ask that the Mail system be redone? I think it's time to stop tweaking it and remake it into something more flexible. It's not bad now, but it could be a lot better. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of John Sundberg Sent: Tuesday, July 24, 2007 6:13 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Remedy AR System Web Client Survey ** !true. You could slow the user tool by 75% - then the MidTier would be 90%. :) -John On 7/24/07, Jarl Grøneng [EMAIL PROTECTED] wrote: ** This statement is impossible to assume: - The web client performs at 90% the speed of the WUT for all applications - both custom and BMC out-of-the-box applications like ITSM :-) -- Jarl On 7/23/07, Easter, David [EMAIL PROTECTED] wrote: ** Hi All, I would like to get some structured feedback on the web client / Mid-Tier provided with AR System. I've created a quick survey (10 or so questions) on SurveyMonkey to gather this feedback. To take the survey, please visit the following URL: https://www.surveymonkey.com/s.aspx?sm=nefIVUt9P6Ljo9WdWKoT4A_3d_3d Some things to keep in mind when taking this survey: 1) You may take the survey multiple times if you represent multiple customers. Please be sure to provide a different company name each time if doing this. 2) These questions should not be construed as a statement of direction or strategy. Do not read more into this survey than it being just an information gathering tool. 3) Concise and civil answers are appreciated. Thank you in advance for taking the survey. Results will be shared at the end of the survey, which should run about 2 weeks. David J. Easter Product Line Manager AR System - BMC Service Management Business Unit __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers
Re: Upgrading to CMDB 2.0
You should probably contact your Sales Representative or BMC Support to find out if there is any further information regarding this. Cheers, -- Shyam - Original Message From: Roney Samuel Varghese [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, May 24, 2007 10:50:07 PM Subject: Re: Upgrading to CMDB 2.0 ** Dear John, I guess you remember all those extensions for Telecom and J2EE in CMDB 1.1 is now not available with CMDB 2.0, however it has been organized in a much robust way. Its built to tie with the OOTB ITSM 7 application involving Product Categorization and Location information with the base class (BMC_BaseElement). I guess BMC does say that CMDB 2.0 has a backward compatibility with ITSM 6.0, however you would have to analyze the amount of effort it would take to customize an application like CMDB with an additional cost of maintaining the existing relationships with ITSM 6.0 Hope this helps Regards, Roney Samuel Varghese On 5/24/07, Rick Cook [EMAIL PROTECTED] wrote: ** It's not that it isn't compatible per se, it's just that you probably don't want to go to the work it would take to map ITSM 6 to CMDB 2.x, especially since you would be on the bleeding edge the whole time. It would be far worse going the other way, BTW. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of John Hanson Sent: Thursday, May 24, 2007 4:01 PM To: arslist@ARSLIST.ORG Subject: Re: Upgrading to CMDB 2.0 ** Hmm. That's what I was afraid of, although we were assured that 2.0 was compatible with HD 6... Thanks for the info, it gives me some leverage to use with management. John -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, May 24, 2007 3:54 PM To: arslist@ARSLIST.ORG Subject: Re: Upgrading to CMDB 2.0 ** As far as I know, CMDB 1.x is tied to ITSM 6, and CMDB 2.x is tied to ITSM 7. That's not a hard and fast requirement, as you could map them the other way, but it would be a quite large and complex task, because the 2.x CDM is about 40% smaller than the 1.x CDM, and ITSM 6 isn't wired to talk to the correct classes in CMDB 2.x. Remedy promised a white paper describing the mappings - about 6 months ago - but I haven't seen it yet, and I really don't expect to. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of John Hanson Sent: Thursday, May 24, 2007 3:46 PM To: arslist@ARSLIST.ORG Subject: Upgrading to CMDB 2.0 ** Hello all, We are currently running: ARS 6.3 Help Desk 6.0 CMDB 1.1 Solaris 9, Oracle 9 We have not implemented CMDB 1.1 yet, although it was installed along with Help Desk. Management has asked me to get more information about how to go from CMDB 1.1 to 2.0. Is there a white paper available, or does anyone have any tips, pitfalls, suggestions, warnings, or other information they would send my way on how to make the jump to 2.0? We do not want to jump to ARS 7 or Help Desk 7 at this time, we only want to upgrade the CMDB installation. Thanks much, John Hanson Remedy Administrator/Developer The Standard 1100 SW Sixth Avenue Portland, OR 97204 Telephone (971) 321-7153 [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Question regarding Date field NOT the Date-Time field
Joe/Frank, The BO universe has been setup a while back pointing directly to the DB views does not go through the ODBC Driver. I do not have the privilege to change this at the moment, since that application is owned by another department. Also, if the connection is through the ODBC driver, then the reporting load is handled by the AR Server (along with the other load it has to handle from the AR Clients) and not the DB directly. So, from a performance stand point I believe the current setup is desirable. If anyone believes that my understanding is incorrect, please feel free to correct me. In any case, understanding what the integer value means in the Date field would really be helpful. Cheers, -- Shyam - Original Message - From: Joe D'Souza Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, April 18, 2007 8:45 PM Subject: Re: Question regarding Date field NOT the Date-Time field ** To the best of my knowledge, no, but a workaround could be to create that join internally within the ARS and then report from BO out of that join.. Another alternative could be to create the join from the DB, create a view form in the ARS from that join created in the DB, and then connect to BO using the AR System ODBC driver and report out of that view... There might be other options around too but I'm not feeling too creative right now it being nearly 11:40 PM... Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Frank Caruso Sent: Wednesday, April 18, 2007 7:44 PM To: arslist@ARSLIST.ORG Subject: Re: Question regarding Date field NOT the Date-Time field ** Will the ARS ODBC driver allow the joining of tables(views)? I know it does not in excel, access and crystal. Does it work different in Business Objects? On 4/18/07, Joe D'Souza [EMAIL PROTECTED] wrote: ** Is there any specific reason why you are not using the AR System ODBC driver to view the data tables? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Shyam Attavar Sent: Wednesday, April 18, 2007 7:10 PM To: arslist@ARSLIST.ORG Subject: Question regarding Date field NOT the Date-Time field ** Dear listers, I am trying to run reports through Business Objects universe that directly points to the Remedy views in the Oracle DB. However, there is one field that is created as a Date field and I would like to convert the data stored in this field to something more meaningful in Business Objects. I was wondering if there is some calculation any of you have readily available to do this conversion. Any pointers in this regard would be really helpful and much appreciated. Thanks in advance. Cheers, -- Shyam __20060125___This posting was submitted with HTML in it___ -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
RESOLVED: Question regarding Date field NOT the Date-Time field
Thomas/Fred, Thanks for the conversion (I was able to pull the reports in a jiffy with the script) and for pointing me to the details in the documentation. You guys are the best!! Cheers, -- Shyam - Original Message From: Thomas Bean [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, April 19, 2007 7:45:24 AM Subject: Re: Question regarding Date field NOT the Date-Time field Shyam, If you are using an Oracle DB, there is a very simple native function you can use to convert the date fields: select to_char(to_date(2449992, 'J'), 'MON-DD-') from dual; In the above example, simply replace the value '2449992' with the column name of the date field from the Remedy view. HTH, Thomas - Original Message - From: Shyam Attavar [EMAIL PROTECTED] Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, April 18, 2007 18:10 Subject: Question regarding Date field NOT the Date-Time field Dear listers, I am trying to run reports through Business Objects universe that directly points to the Remedy views in the Oracle DB. However, there is one field that is created as a Date field and I would like to convert the data stored in this field to something more meaningful in Business Objects. I was wondering if there is some calculation any of you have readily available to do this conversion. Any pointers in this regard would be really helpful and much appreciated. Thanks in advance. Cheers, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
