from:"Steve"

I don't know the details of AR System threading, and I might be stepping a
bit outside my bounds of knowledge but...

I agree with Sean that the memory usage for a particular thread when
spawned should be insignificant.

The more threads are active on a given system, the more the OS needs to
cycle through each thread to see if it is ready for processing.  Modern
CPUs are capable of managing multiple threads simultaneously, but the limit
of how many can truly be processed at any given time is pretty small.

When the limit is reached, the OS will iterate through the running threads
based on priority.

With the AR System, the number of threads that you have will increase
performance up to the point where you hit the limit and start to see a
diminished in performance because the CPU is spending more time selecting
threads than processing them.

That's a little bit simplistic and doesn't really account for blocking /
interruption / IPC, but it's at least a simple understanding.

The AR System separates it's types of configurable threads into a few
different purposes - Fast / List / Admin / Private / etc.

It's been quite some time since I've had to do thread configuration for
performance purposes, but if you want to go beyond the basic
recommendations it's more a matter of your traffic patterns than anything
else.  You want to have a balance between the number of idle threads and
your end user's activity.  Idle threads are created ahead of time so end
users don't perceive a performance issue because new threads are being
created.  Thread logging will show you when threads are being created and
when threads are destroyed because they are idle or when there's an
unrecoverable error.  If I'm not mistaken, Misi has a tool to analyze and
make recommendations for thread counts.

Sun used to produce numbers for how many threads an individual CPU could
reasonably process.  I don't think Intel ever put out those numbers and I'm
not sure Sun does anymore.

I honestly think this is a much lower priority issue these days than it
once was.  You could do some testing by looking at memory usage at startup
for an arserver with various thread counts and run performance tests, but
personally I don't look at optimizations like this unless I'm experiencing
a problem or I'm going through a formal performance optimization cycle.
 There is always the strong possibility that your end user activity will
change, and it will change from day to day and week to week.  If you try to
squeeze out every ounce of performance from a system at the end of the
month when everybody is running reports, your configuration is going to
look a lot different than if you tried to do the same thing on the 7th.

I could be remembering wrong, but I think once upon a time the queues were
processes and not threads (way back in the 90s).  I could be thinking of
apache httpd, but I think ars did the same thing.  At that point
optimization of queues was a much bigger deal.

Just my two cents.  Not sure that I added much to the discussion :).
Steve



On Wed, Jun 12, 2013 at 11:36 AM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 I think the question was based on Remedy/Peregrine/BMC's long standing
 statement of

 You don't want to allocate 'too many' threads, because each one comes
 with a memory/cpu cost, so your thread counts need to be a
 perfect balance to allow proper performance, but not utilize too many
 resources

 So, from that standpoint, it's a fair question of ok...what is the 'cost'
 of each thread so I can figure out if I have enough resources to handle the
 cost


 On Wed, Jun 12, 2013 at 12:29 PM, Garrison, Sean (Norcross) 
 sean.garri...@fiserv.com wrote:

 **

 It was my understanding it uses a shared pool of memory.  Each thread
 probably uses a small almost insignificant amount except when large queries
 are run, etc.  If it runs right you will see it double in memory during
 caching scenarios and go back down to ~1-3 gig.  

 ** **

 Sean  

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@arslist.org] *On Behalf Of *Rick Cook
 *Sent:* Wednesday, June 12, 2013 1:44 PM
 *To:* arslist@arslist.org
 *Subject:* Re: How much RAM does an AR System thread use?

 ** **

 ** 

 I meant how much does each thread allocate, not the entire AR Server. ***
 *

 Rick

 On Jun 12, 2013 9:37 AM, Sanford, Claire 
 claire.sanf...@memorialhermann.org wrote:

 ** 

 Mine uses between 1 and 1.2 GB

  

  

  

 My other answer is totally off topic….

  

  

 I saw this subject line and immediately this came to mine -  How much
 wood would a woodchuck chuck if a woodchuck could chuck wood?

  

 -

 From: Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] On Behalf Of Rick Cook*
 ***

 Sent: Wednesday, June 12, 2013 11:29 AM

 To: arslist@ARSLIST.ORG

 Subject: How much RAM does an AR

Re: How much RAM does an AR System thread use?

I think you're right Paul, now that you mention it.  Forgive me - it really
has been a long time.  I could have sworn there was a MaxIdleThreads
parameter, but I just looked at two environments and neither has a setting.



On Wed, Jun 12, 2013 at 12:20 PM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 Paul,
 Your understanding regarding killing is the same as mine...but Doug is
 always welcome to weigh in on anything he feels like doing so :)


 On Wed, Jun 12, 2013 at 1:18 PM, Campbell, Paul (Paul) p...@avaya.comwrote:

 **

 This is where Server Statistics are your friend, as you can watch the
 thread count growth over time to get an idea of peak thread counts, watch
 the growth, Identify times when more threads are needed (End of month List
 Count Jumping up for reports), etc.  We found that when we moved from a
 Solaris 9 zone to a physical Linux server, our initial thread counts at
 startup was way too high, as the counts never really grew above the initial
 numbers, we set the start numbers lower without changing the max numbers
 and got much better performance.

 ** **

 About the destroying of threads, if I remember correctly, once a
 List/Fast/Escalation thread is created, it is not destroyed until a server
 restart (barring a thread crash) because of the cost of destroying the
 thread and then needing to recreate it later was greater than leaving it
 idle, Keep me honest here Doug Muller.

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Steve Kallestad
 *Sent:* Wednesday, June 12, 2013 3:02 PM
 *To:* arslist@ARSLIST.ORG

 *Subject:* Re: How much RAM does an AR System thread use?

  ** **

 ** 

 I don't know the details of AR System threading, and I might be stepping
 a bit outside my bounds of knowledge but...

 ** **

 I agree with Sean that the memory usage for a particular thread when
 spawned should be insignificant.

 ** **

 The more threads are active on a given system, the more the OS needs to
 cycle through each thread to see if it is ready for processing.  Modern
 CPUs are capable of managing multiple threads simultaneously, but the limit
 of how many can truly be processed at any given time is pretty small.

 ** **

 When the limit is reached, the OS will iterate through the running
 threads based on priority.

 ** **

 With the AR System, the number of threads that you have will increase
 performance up to the point where you hit the limit and start to see a
 diminished in performance because the CPU is spending more time selecting
 threads than processing them.

 ** **

 That's a little bit simplistic and doesn't really account for blocking /
 interruption / IPC, but it's at least a simple understanding.

 ** **

 The AR System separates it's types of configurable threads into a few
 different purposes - Fast / List / Admin / Private / etc.

 ** **

 It's been quite some time since I've had to do thread configuration for
 performance purposes, but if you want to go beyond the basic
 recommendations it's more a matter of your traffic patterns than anything
 else.  You want to have a balance between the number of idle threads and
 your end user's activity.  Idle threads are created ahead of time so end
 users don't perceive a performance issue because new threads are being
 created.  Thread logging will show you when threads are being created and
 when threads are destroyed because they are idle or when there's an
 unrecoverable error.  If I'm not mistaken, Misi has a tool to analyze and
 make recommendations for thread counts.

 ** **

 Sun used to produce numbers for how many threads an individual CPU could
 reasonably process.  I don't think Intel ever put out those numbers and I'm
 not sure Sun does anymore.

 ** **

 I honestly think this is a much lower priority issue these days than it
 once was.  You could do some testing by looking at memory usage at startup
 for an arserver with various thread counts and run performance tests, but
 personally I don't look at optimizations like this unless I'm experiencing
 a problem or I'm going through a formal performance optimization cycle.
  There is always the strong possibility that your end user activity will
 change, and it will change from day to day and week to week.  If you try to
 squeeze out every ounce of performance from a system at the end of the
 month when everybody is running reports, your configuration is going to
 look a lot different than if you tried to do the same thing on the 7th.**
 **

 ** **

 I could be remembering wrong, but I think once upon a time the queues
 were processes and not threads (way back in the 90s).  I could be thinking
 of apache httpd, but I think ars did the same thing.  At that point
 optimization of queues was a much bigger deal.

 ** **

 Just my two cents.  Not sure that I added much to the discussion :).

 Steve

 ** **

 ** **

 On Wed, Jun 12, 2013 at 11:36 AM

Re: Adding status reason column to overview console

I see that field as already mapped which *might* be a problem.  I've never
tried to map a field to multiple columns.  I'm not looking at 7.6.3 right
now though.

Generally when I'm having trouble doing this I'll do a SQL log and see if
the field I'm looking for is being queried for.  For me it's always a
simple problem - like forgetting to flush cache, misspelling MAINHELPDESK,
or the wrong number of 0s in the Field ID.


On Wed, Jun 12, 2013 at 5:36 PM, Robert Gajic robert.ga...@lmal.com.auwrote:

 **

 Hi Guys,

 ** **

 I have read articles in developer communities etc on how to do this but am
 still having trouble. This will be long winded but hopefully I can get some
 help on how to add status reason to overview console (incident to start
 with).

 We are running with 7.6.03 (no patch) sql database on windows.

 ** **

 ** **

 **1.   **Ensure that status reason exists on template form ( I went
 with Help Desk Status_Reason with field ID of 100150

 

 ** **

 **2.   **Add if not there, a record on the ARDBC Fields form for the
 mapping

 

 ** **

 **3.   **Added column for status reason (I added both consolidated
 status reason and status reason as I was experimenting with both and made
 sure permissions were given

 **4.   **Killed plugin and eventually restarted arservice but nothing
 turns up under status reason.

 Any thoughts would be very much appreciated!

 ** **

 ** **

 *Robert Gajic*

 *ESMC Remedy Developer*

 *Lockheed Martin Australia***

 Level 2, 53 Wentworth Avenue   Kingston ACT 2604 Australia

 P.O. Box 6003   Kingston ACT 2604 Australia

 E-mail:* robert.ga...@lmal.com.au*

 [image: Description: uhyiuo]

 ** **

 --
 This message is intended only for the use of the intended recipient(s) If
 you are not an intended recipient, you are hereby notified that any use,
 dissemination, disclosure or copying of this communication is strictly
 prohibited. If you have received this communication in error please destroy
 all copies of this message and its attachments and notify the sender
 immediately
  _ARSlist: Where the Answers Are and have been for 20 years_

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image002.pngimage001.jpgimage003.png

Re: Adding status reason column to overview console

I just took a peek at a 7.6.4 environment and it's already mapped there as
well.

Look for multiple records in SHR:ARDBCFields where MAINHELPDESK/100150
is mapped and slim it down to the one provided out of the box.

Then try adding in the field ConsolidatedStatusReason into your table and
see if it's not populated for you already.  If it's still not populating a
server restart couldn't hurt and you definitely need to flush the MT cache.
 In the thick client clearing the arf/arv files is always good too.

Sounds to me like you've done everything right except maybe running into an
already-mapped field.



On Wed, Jun 12, 2013 at 7:48 PM, Robert Gajic robert.ga...@lmal.com.auwrote:

 **

 Yeah I have taken a sql log and it is being queried (and no errors)

 ** **


 T2067.C1,C10,C7,C100164,C179,C23009,C301626500,C100217,C100218,C100163,C3,C100161,
 *C100150* FROM T2067 WHERE (((T2067.C23009 = 'MAINCHANGE') AND
 ((T2067.C100427 = 'SGP0391') OR (T2067.C100427 =
 'SGP0017') OR (T2067.C100427 = 'SGP0993') OR
 (T2067.C100427 = 'SGP0029') OR (T2067.C100427 =
 'SGP0186') OR (T2067.C100427 = 'SGP0026') OR
 (T2067.C100427 = 'SGP0025')) AND (T2067.C11 =
 'Australian Taxation Office') AND ((T2067.C7 = 1) OR (T2067.C7 = 2) OR
 (T2067.C7 = 3) OR (T2067.C7 = 4) OR (T2067.C7 = 5) OR (T2067.C7 = 6) OR
 (T2067.C7 = 7) OR (T2067.C7 = 8) OR (T2067.C7 = 9))) OR ((T2067.C23009
 = 'MAINHELPDESK') AND ((T2067.C100079 = 'SGP0391') OR
 (T2067.C100079 = 'SGP0017') OR (T2067.C100079 =
 'SGP0993') OR (T2067.C100079 = 'SGP0029') OR
 (T2067.C100079 = 'SGP0186') OR (T2067.C100079 =
 'SGP0026') OR (T2067.C100079 = 'SGP0025')) AND
 (T2067.C11 = ….

 ** **

 *From:* Robert Gajic
 *Sent:* Thursday, 13 June 2013 10:37 AM
 *To:* 'arslist@ARSLIST.ORG'
 *Subject:* Adding status reason column to overview console

 ** **

 Hi Guys,

 ** **

 I have read articles in developer communities etc on how to do this but am
 still having trouble. This will be long winded but hopefully I can get some
 help on how to add status reason to overview console (incident to start
 with).

 We are running with 7.6.03 (no patch) sql database on windows.

 ** **

 ** **

 **1.   **Ensure that status reason exists on template form ( I went
 with Help Desk Status_Reason with field ID of 100150

 

 ** **

 **2.   **Add if not there, a record on the ARDBC Fields form for the
 mapping

 

 ** **

 **3.   **Added column for status reason (I added both consolidated
 status reason and status reason as I was experimenting with both and made
 sure permissions were given

 **4.   **Killed plugin and eventually restarted arservice but nothing
 turns up under status reason.

 Any thoughts would be very much appreciated!

 ** **

 ** **

 *Robert Gajic*

 *ESMC Remedy Developer*

 *Lockheed Martin Australia*

 Level 2, 53 Wentworth Avenue   Kingston ACT 2604 Australia

 P.O. Box 6003   Kingston ACT 2604 Australia

 E-mail:* robert.ga...@lmal.com.au*

 [image: Description: uhyiuo]

 ** **

 --
 This message is intended only for the use of the intended recipient(s) If
 you are not an intended recipient, you are hereby notified that any use,
 dissemination, disclosure or copying of this communication is strictly
 prohibited. If you have received this communication in error please destroy
 all copies of this message and its attachments and notify the sender
 immediately
  _ARSlist: Where the Answers Are and have been for 20 years_


___
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Where the Answers Are, and have been for 20 years

Re: OT:Log scrubber question

2013-06-11 Thread Steve Kallestad

Movement on this got pushed back in favor of other work, but I think the
end result is a very useful tool.

http://cdn.tabtonic.com/ttanon-1.1.zip

It's straightforward to use and when I get around to putting up a web page
up for it I'll have downloads for Mac/Linux as well.

There is an option for automatically replacing usernames.  It will grab the
usernames as it processes the logs, then process them a second time once
all the usernames have been identified.

It will do search/replace terms from a CSV file containing two columns that
must be named TERM and REPLACEMENT

It will also simply censor any words identified in a plain text file
(replace any words contained in the file with *s)

When it replaces user names, it replaces them with something with the same
length - so Demo would be replaced with u002 whereas Mary Manager
would be replaced with user0034.  This is to keep the structure of
the file intact for whatever log analysis tool you want to use.

It will do single file replacement or process all files within a given
directory.

Options can be saved and loaded into the GUI.  The GUI will automatically
load the last saved configuration on load.

The GUI will also give you the command line syntax for you if you just want
to run a batch file to process a directory.

You can run this from a thumb drive.  (A JRE is necessary, but those are
installed everywhere these days)

Either double click anonymize.exe or run the command line version:

usage: anoncmd [options]
 -c fileconfiguration file
 -helpprint this message and exit
 -i file or directory   input file or directory
 -o file or directory   output file or directory
 -p   Replace discovered email addresses, phone
  numbers, and social security numbers with *s
 -r mapfile.csv Automatically Replace Users
 -t termfile.csvfile containing private terms (CSV file with two
  columns: TERM, REPLACEMENT)
 -w wordfile.txtCensor words (separated by spaces or carriage
  retuns)


On Fri, May 31, 2013 at 4:32 AM, Peter Joran ppjo...@gmail.com wrote:

 **
 Very nice!
 Thanks again Steve
 Pete


 On Thu, May 30, 2013 at 1:49 PM, Steve Kallestad st...@tabtonic.comwrote:

 **
 Yes on both counts Peter.

 I'm also thinking that it should optionally grab login names and
 auto-replace them with user001, user002 and have an options file or gui
 so you don't have to remember the command line.

 It's in progress...


 On Thu, May 30, 2013 at 4:36 AM, Peter Joran ppjo...@gmail.com wrote:

 **
 The ARSList is simply the best!!
 Steve, many thanks for what you have done! I never expected anyone to
 write something to solve the issue. Your time and effort is greatly
 appreciated!

 At the risk of being a cad, how easy would it be to allow the user to
 determine what the replacement string should be? For example, replace
 1.1.1.1 with AR Server, 2.2.2.2 with Mid-tier server, 3.3.3.3 with Database
 Server, Demo with Admin account, jfrost with Approver account, etc.
 Meaningful replacement strings would help support to maintain context when
 reviewing the logs. Also, can the utility be made to run on all files in a
 folder?

 Many thanks again
 Pete


 On Wed, May 29, 2013 at 8:42 PM, Steve Kallestad st...@tabtonic.comwrote:

 **
 I was going to give some technical advice since I couldn't find any
 standalone utility like this, but I decided instead to just write one for
 you.

 It's pretty straight forward - it needs an input file, an output file,
 and a private terms file.

 The private terms file is a file containing words to be censored.  They
 can be space separated, line separated or both.

 It will read the input file, replace all private terms with *s and it
 will also replace phone numbers, social security numbers, and email
 addresses with *s.  I couldn't find one of those 2GB log files to test
 with, but it ran through a 20MB file in about 6 seconds.

 I shared it on Google Drive:

 https://docs.google.com/file/d/0ByjmQ_f5-wyKcEhqUTgyTDNLdE0/edit

 It requires java to be installed.  Other than that, just drop it
 anywhere on your windows box and run it from the command line.

 Let me know if you have any issues or if you have any feedback on
 changes that would be useful.

 Thanks,
 Steve


 On Wed, May 29, 2013 at 1:35 PM, Francois Seegers 
 franco...@blueturtle.co.za wrote:

 **

 Hi Pete,



 If you are running v8 and up you might want to use the Atrium
 Integrator transformations running scripts on the files…just a thought…



 Regards

 Francois



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Peter Joran
 *Sent:* Wednesday, May 29, 2013 10:32 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* OT:Log scrubber question



 **

 All

 I have a need to clean log files before sending them to BMC support.
 I'm looking for a tool that will allow me to create multiple

Re: Form Properties in 8.1 Dev Studio

2013-06-11 Thread Steve Kallestad

There's a definitions tab to the left of all the views.  It's on there.


On Tue, Jun 11, 2013 at 4:21 PM, Rick Cook remedyr...@gmail.com wrote:

 **

 I was trying to see the indexes on a Form in 8.1 Dev Studio against both a
 7.6.04 and 8.1 server, but I can't find where the Form Properties display.
 Tried everything I can think of.  Anyone figure out where they hid it?

 Rick
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Run process does not execute the shellscript - need help!

2013-06-10 Thread Steve Kallestad

It sounds like a permissions issue.

remedy doesn't just need execute permissions to the file, but also to the
path leading up to the file.  It also needs write permissions to the output
path, but it sounds like you haven't gotten that far yet.

The simplest thing to do is log in as the remedy user and see if you can
execute the script using  the process command that you are tracking in the
filter log.

It very well could be that your login shell and remedy's login shell are
different.  The top of your shell script should have a shebang that tells
the system what kind of shell to run from.  Something like this:
#!/usr/local/bin/ksh

If that isn't present, it could be a source of your problem.

If it is present and points to a file that doesn't exist, that could be a
problem.

Also,  depending on your script it could be expecting the output file to
already exist.

Thanks,
Steve


On Mon, Jun 10, 2013 at 1:59 AM, Karthik karthik...@gmail.com wrote:

 **
 does the user through which arsystem.sh is started have necessary rights
 to execute the script?

 Regards,
 Karthik


 On 10 June 2013 13:49, Wcandro Roy wcan...@gmail.com wrote:

 ** Hi,

 Thanks for the input. I'm calling the file through an absolute path. The
 platform is Solaris 10.

 Regards,
 Swarup


 On Mon, Jun 10, 2013 at 1:11 PM, Ivan Aranda iara...@eso.org wrote:

 Hi,

  I remember once experienced a problem like that and one of the
 actions I tried was to call the file script with a relative path and
 absolute one. Try both of them.
 Would be useful to know on which platform you're executing the file
 (UNIX, MS Windows)

 Cheers,
 Ivan Aranda


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 --
 - Karthik
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Re: Odd 93 timeout behaviour in 8.1.0

2013-06-10 Thread Steve Kallestad

I would try doing a little bit of logging or maybe even chopping the list
down to see where the problem is.  I imagine it's just one or two out of
the entire list that's giving you a headache.

I threw together a quick script to iterate through them and 209 - Get DB
Free Space took a while.  Outside of that everything came back pretty darn
fast.




On Mon, Jun 10, 2013 at 4:38 AM, Ben Chernys 
ben.cher...@softwaretoolhouse.com wrote:

 **

 Hi Folks,

 ** **

 Just another odd behaviour I am noticing and wondering if, firstly, anyone
 else does this, and secondly, if there is any work-around for this.  This
 behaviour is only noticed on 8.1 and not on 8.0 or other versions of ARS
 though my memory gets murkier as time passes.

 ** **

 Environment:

 ** **

 ITSM 8.1 Full suite running on Windows and MS SQL on a separate server.***
 *

 ** **

 ARS Version   8.1.00 201301251157

 DB Type   SQL -- SQL Server

 DB Version  2008 R2 (SP2) - 10.50.4000.0 (X64) 

 OS  Windows 6.1

 2 element server group.  I connect to the admin server.

 ** **

 Issue:

 ** **

 I am getting 93s regularly though intermittently at a single point when
 the server *is* actually busy.  The oddity is that point.

 ** **

 I initialise by authenticating to the server and then asking for a very
 few pieces of information from that server including its name and version.
 

 ** **

 I then build a complete list of available, readable info items and get
 that as well (some 350ish).  It is here that I get the timeouts albeit when
 the server is busy.  The call is “ARGetServerInfo”.  I obviously select
 only the readable items.  

 ** **

 If I get through that, I have generally no further time-outs and
 processing runs at normal speeds.  

 ** **

 I now execute the same three calls on another 7.1 server – that is:
 session initiation, a few items in a single getinfo call, all available
 items in a further get info call.  I then process queries, updates, schema
 and field gets across the two servers – all without further ado.  

 ** **

 Most if not all the info for this call would be in memory of the
 arserver,  So the oddity is why this call often returns a 93, only on the
 8.1 server, and only when the server is actually busy, having responded
 very quickly to the same call with only a few items in the request block.*
 ***

 ** **

 Ben Chernys
 Senior Software Architect
 [image: logoSthInc-sm]

 Canada / Deutschland
 Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
 Email:   *Ben.Chernys_AT_softwaretoolhouse.com
 *Web: www.softwaretoolhouse.com

 We are a BMC Technology Alliance Partner.


 Check out Software Tool House's free Diary Editor and out Freebies

 Section for ITSM 7.6.04 and 8.0.0 Fields spreadsheets.

 *Meta-Update**,* our premium ARS Data tool, lets you automate
 your imports, migrations, *in no time at all*, without programming,
 without staging forms, without merge workflow.
 http://www.softwaretoolhouse.com/  

 ** **

 ** **
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Odd 93 timeout behaviour in 8.1.0

2013-06-10 Thread Steve Kallestad

Oh - and beware # 348 - it's used to restart the plugin server, but if I'm
not mistaken on a read it will just give you an error.


On Mon, Jun 10, 2013 at 2:51 PM, Steve Kallestad st...@tabtonic.com wrote:


 I would try doing a little bit of logging or maybe even chopping the list
 down to see where the problem is.  I imagine it's just one or two out of
 the entire list that's giving you a headache.

 I threw together a quick script to iterate through them and 209 - Get DB
 Free Space took a while.  Outside of that everything came back pretty darn
 fast.




 On Mon, Jun 10, 2013 at 4:38 AM, Ben Chernys 
 ben.cher...@softwaretoolhouse.com wrote:

 **

 Hi Folks,

 ** **

 Just another odd behaviour I am noticing and wondering if, firstly,
 anyone else does this, and secondly, if there is any work-around for this.
 This behaviour is only noticed on 8.1 and not on 8.0 or other versions of
 ARS though my memory gets murkier as time passes.

 ** **

 Environment:

 ** **

 ITSM 8.1 Full suite running on Windows and MS SQL on a separate server.**
 **

 ** **

 ARS Version   8.1.00 201301251157

 DB Type   SQL -- SQL Server

 DB Version  2008 R2 (SP2) - 10.50.4000.0 (X64) 

 OS  Windows 6.1

 2 element server group.  I connect to the admin server.

 ** **

 Issue:

 ** **

 I am getting 93s regularly though intermittently at a single point when
 the server *is* actually busy.  The oddity is that point.

 ** **

 I initialise by authenticating to the server and then asking for a very
 few pieces of information from that server including its name and version.
 

 ** **

 I then build a complete list of available, readable info items and get
 that as well (some 350ish).  It is here that I get the timeouts albeit when
 the server is busy.  The call is “ARGetServerInfo”.  I obviously select
 only the readable items.  

 ** **

 If I get through that, I have generally no further time-outs and
 processing runs at normal speeds.  

 ** **

 I now execute the same three calls on another 7.1 server – that is:
 session initiation, a few items in a single getinfo call, all available
 items in a further get info call.  I then process queries, updates, schema
 and field gets across the two servers – all without further ado.  

 ** **

 Most if not all the info for this call would be in memory of the
 arserver,  So the oddity is why this call often returns a 93, only on the
 8.1 server, and only when the server is actually busy, having responded
 very quickly to the same call with only a few items in the request block.
 

 ** **

 Ben Chernys
 Senior Software Architect
 [image: logoSthInc-sm]

 Canada / Deutschland
 Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
 Email:   *Ben.Chernys_AT_softwaretoolhouse.com
 *Web: www.softwaretoolhouse.com

 We are a BMC Technology Alliance Partner.


 Check out Software Tool House's free Diary Editor and out Freebies

 Section for ITSM 7.6.04 and 8.0.0 Fields spreadsheets.

 *Meta-Update**,* our premium ARS Data tool, lets you automate
 your imports, migrations, *in no time at all*, without programming,
 without staging forms, without merge workflow.
 http://www.softwaretoolhouse.com/  

 ** **

 ** **
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Re: Creating a new arerror.log file

2013-06-07 Thread Steve Kallestad

When did this change?

It used to be that if you deleted the arerror.log file no new entries would
be created until after a restart.

Granted, I originally noticed that in the '90s...


On Fri, Jun 7, 2013 at 12:09 PM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 No need to stop/restart.  Remedy doesn't actively have the file open, so
 all you need to do is rename it and a new one will be created next time
 it's needed.


 On Fri, Jun 7, 2013 at 1:07 PM, Drew Shuller drew.shul...@gmail.comwrote:

 **
 Good afternoon everyone. Our arerror.log form is taking up a lot of space
 and I'd like to start a new one. Would I stop the server, rename the
 arrerror.log to .old, and then restart the server?

 Drew
 JTF-Bravo Honduras
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Re: Creating a new arerror.log file

2013-06-07 Thread Steve Kallestad

It's definitely behavior I experienced with arerror.log.  It probably got
fixed several versions ago and I never noticed.  Either that or I ran into
a buggy deployment at one point and it shaped my habits for the last decade.

Thanks.


On Fri, Jun 7, 2013 at 12:30 PM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 Steve,
 I can't say when it changed...all I can say is that ever since I have been
 an admin of a server, I've been doing monthly backups of the files and
 archiving them off and never had that problem.

 I HAVE had that problem with files generated on the 'Logging' tab of the
 Server Admin Consoleare you sure you aren't confusing the two?


 On Fri, Jun 7, 2013 at 1:25 PM, Steve Kallestad st...@tabtonic.comwrote:

 **
 When did this change?

 It used to be that if you deleted the arerror.log file no new entries
 would be created until after a restart.

 Granted, I originally noticed that in the '90s...


 On Fri, Jun 7, 2013 at 12:09 PM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 No need to stop/restart.  Remedy doesn't actively have the file open, so
 all you need to do is rename it and a new one will be created next time
 it's needed.


 On Fri, Jun 7, 2013 at 1:07 PM, Drew Shuller drew.shul...@gmail.comwrote:

 **
 Good afternoon everyone. Our arerror.log form is taking up a lot of
 space and I'd like to start a new one. Would I stop the server, rename the
 arrerror.log to .old, and then restart the server?

 Drew
 JTF-Bravo Honduras
 _ARSlist: Where the Answers Are and have been for 20 years_


 _ARSlist: Where the Answers Are and have been for 20 years_


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Re: unsubscribe

2013-06-07 Thread Steve Kallestad

I had the same thought.

Enjoy the weekend Joe



On Fri, Jun 7, 2013 at 3:47 PM, Joe D'Souza jdso...@shyle.net wrote:

 **

 This actually sounds funny in a very twisted way.. The signature line
 “Life is short enjoy it” and an unsubscribe request..

 ** **

 Oh well its Friday. Weekends are short. enjoy them!

 ** **
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Jon Gee
 *Sent:* Friday, June 07, 2013 4:52 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* unsubscribe

 ** **

 ** **

  

 Life is short enjoy it. 
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Re: SMS

2013-06-04 Thread Steve Kallestad

Telalert got *very* expensive and full of unnecessary bells and whistles.
 (they bundle it with their own help desk software and do voice recognition
if I remember correctly, things like that)

I still see telalert out there at a few customers, but most people are
using SMS to email gateways or blackberry.  I think if you contact them
they will still sell licenses for the old version that is strictly for
paging, but they don't advertise it.

There are a number of web services that are open for integration that will
confirm delivery, but my experience with testing them out is that they are
about as reliable as the email gateways but  with the email gateways you
can contact the telco about fixing delivery problems (like if your email
servers get flagged as a spammer)

Integrating with a SIM card device / hosted provider is expensive and takes
a long time for approval mainly because it's generally used for advertising
and even with all the alerts remedy sends, the volume will fall far short
of what those are typically used for.

If you want to receive messages as well - it's a choice of either hosting a
SIM card or leveraging a web service.  Some providers will post the inbound
messages to a web service, others convert it to an email, and others will
allow you to poll a web service.


On Tue, Jun 4, 2013 at 12:17 PM, Joe D'Souza jdso...@shyle.net wrote:

 **

 EtherPage http://www.ppt.com/perl/itgui.pl?handler=home/index was a
 tool I used a really long time ago, that can do it. They had changed owners
 once and I do not recall the entire history but it appears like they are
 still around.

 ** **

 Another tool that I used was TelAlert http://www.mir3.com/telalert/. It
 used to be bundled with Remedy.

 ** **

 In my experience I found EtherPage a little more easier to setup and
 maintain way back then. The dynamics may have changed by now.

 ** **

 Joe

 ** **

 PS: I am not sure if the hyperlinks I have attached to these products are
 accurate. Didn’t have the time to verify.

 ** **
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Grooms, Frederick W
 *Sent:* Tuesday, June 04, 2013 3:07 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* SMS

 ** **

 Has anyone done an integration with ARS and sending/receiving SMS text
 messages?

  

 Fred

  
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 Where the Answers Are and have been for 20 years_

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Re: Importing Error

2013-05-31 Thread Steve Kallestad

A few versions back I ran into an issue where exports were missing either
the first or last record, but that's about it.

The import tool has been reliable in my experience - with both csv and arx
files.


On Fri, May 31, 2013 at 1:32 PM, Joe D'Souza jdso...@shyle.net wrote:

 **

 I never had this problem, but I wonder if the import tool is encountering
 some sort of a end of file character in between the file and stops
 processing after that, hence no error.

 ** **

 Joe

 ** **
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Abdullah Baytops
 *Sent:* Friday, May 31, 2013 11:05 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Importing Error
 *Importance:* High

 ** **

 Has anyone ever experienced the following problem.  I have created an .ARX
 file in which I am using the Remedy import tool to import data into a
 custom form.  I have also created a .CSV of the information as well in
 which it tell me it has 19k records in the csv file.  When I import using
 the remedy import it always stops less than the amount of file on the sheet
 and in the .arx file.   It also says all records were imported with no
 error but I now because the sheet has 19k rows it really hasnt imported all
 the files.

 Does anyone have any idea what could be happening or provide any
 additional assistance.

 ** **

 V/R
 Abdul Baytops
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Re: OT:Log scrubber question

2013-05-30 Thread Steve Kallestad

Yes on both counts Peter.

I'm also thinking that it should optionally grab login names and
auto-replace them with user001, user002 and have an options file or gui
so you don't have to remember the command line.

It's in progress...


On Thu, May 30, 2013 at 4:36 AM, Peter Joran ppjo...@gmail.com wrote:

 **
 The ARSList is simply the best!!
 Steve, many thanks for what you have done! I never expected anyone to
 write something to solve the issue. Your time and effort is greatly
 appreciated!

 At the risk of being a cad, how easy would it be to allow the user to
 determine what the replacement string should be? For example, replace
 1.1.1.1 with AR Server, 2.2.2.2 with Mid-tier server, 3.3.3.3 with Database
 Server, Demo with Admin account, jfrost with Approver account, etc.
 Meaningful replacement strings would help support to maintain context when
 reviewing the logs. Also, can the utility be made to run on all files in a
 folder?

 Many thanks again
 Pete


 On Wed, May 29, 2013 at 8:42 PM, Steve Kallestad st...@tabtonic.comwrote:

 **
 I was going to give some technical advice since I couldn't find any
 standalone utility like this, but I decided instead to just write one for
 you.

 It's pretty straight forward - it needs an input file, an output file,
 and a private terms file.

 The private terms file is a file containing words to be censored.  They
 can be space separated, line separated or both.

 It will read the input file, replace all private terms with *s and it
 will also replace phone numbers, social security numbers, and email
 addresses with *s.  I couldn't find one of those 2GB log files to test
 with, but it ran through a 20MB file in about 6 seconds.

 I shared it on Google Drive:

 https://docs.google.com/file/d/0ByjmQ_f5-wyKcEhqUTgyTDNLdE0/edit

 It requires java to be installed.  Other than that, just drop it anywhere
 on your windows box and run it from the command line.

 Let me know if you have any issues or if you have any feedback on changes
 that would be useful.

 Thanks,
 Steve


 On Wed, May 29, 2013 at 1:35 PM, Francois Seegers 
 franco...@blueturtle.co.za wrote:

 **

 Hi Pete,



 If you are running v8 and up you might want to use the Atrium Integrator
 transformations running scripts on the files…just a thought…



 Regards

 Francois



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Peter Joran
 *Sent:* Wednesday, May 29, 2013 10:32 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* OT:Log scrubber question



 **

 All

 I have a need to clean log files before sending them to BMC support. I'm
 looking for a tool that will allow me to create multiple search and replace
 configurations (rules) that can be used at any time. Not having to create
 search and replace every time would be a huge time saver. I also need the
 rules to be persistent and editable as well as being able to apply the
 search and replace function to a single file or all files in a directory.

 For example, apply search and replace Rule 1 to file x or apply search
 and replace Rule 1 to all files in folder y.


 Rule 1:

 Find  Replace With (could be 1 or 100 replacement items)

 1  a

 2  b

 3  c

 Rule 2:

 tom Jones

 david   Parker

 etc

 Anyone know of such a tool?



 Many thanks

 Pete

 _ARSlist: Where the Answers Are and have been for 20 years_

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 Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 |
 http://www.blueturtle.co.za
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 DISCLAIMER: This email and any files transmitted with it are
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 recipient or the person responsible for delivering the email to the
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 email is strictly prohibited. If you received this email in error, please
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Re: OT:Log scrubber question

2013-05-29 Thread Steve Kallestad

I was going to give some technical advice since I couldn't find any
standalone utility like this, but I decided instead to just write one for
you.

It's pretty straight forward - it needs an input file, an output file, and
a private terms file.

The private terms file is a file containing words to be censored.  They can
be space separated, line separated or both.

It will read the input file, replace all private terms with *s and it
will also replace phone numbers, social security numbers, and email
addresses with *s.  I couldn't find one of those 2GB log files to test
with, but it ran through a 20MB file in about 6 seconds.

I shared it on Google Drive:

https://docs.google.com/file/d/0ByjmQ_f5-wyKcEhqUTgyTDNLdE0/edit

It requires java to be installed.  Other than that, just drop it anywhere
on your windows box and run it from the command line.

Let me know if you have any issues or if you have any feedback on changes
that would be useful.

Thanks,
Steve


On Wed, May 29, 2013 at 1:35 PM, Francois Seegers 
franco...@blueturtle.co.za wrote:

 **

 Hi Pete,



 If you are running v8 and up you might want to use the Atrium Integrator
 transformations running scripts on the files…just a thought…



 Regards

 Francois



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Peter Joran
 *Sent:* Wednesday, May 29, 2013 10:32 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* OT:Log scrubber question



 **

 All

 I have a need to clean log files before sending them to BMC support. I'm
 looking for a tool that will allow me to create multiple search and replace
 configurations (rules) that can be used at any time. Not having to create
 search and replace every time would be a huge time saver. I also need the
 rules to be persistent and editable as well as being able to apply the
 search and replace function to a single file or all files in a directory.

 For example, apply search and replace Rule 1 to file x or apply search and
 replace Rule 1 to all files in folder y.


 Rule 1:

 Find  Replace With (could be 1 or 100 replacement items)

 1  a

 2  b

 3  c

 Rule 2:

 tom Jones

 david   Parker

 etc

 Anyone know of such a tool?



 Many thanks

 Pete

 _ARSlist: Where the Answers Are and have been for 20 years_

 --

 Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 |
 http://www.blueturtle.co.za
 Gauteng : Tel: +27 (0)11 206 5600 | Fax: +27 (0)86 208 0237 | Midridge
 Office Estate, International Business Gateway, cnr New Road  Sixth Street,
 Midrand, 1685 | P O Box 31331, Kyalami, 1684
 Western Cape: Tel: +27 (0)87 721 1874 | Fax: +27 (0)21 552 7764 | Unit
 E6, Century Square, Heron Crescent, Century City, Cape Town, 7446

 DISCLAIMER: This email and any files transmitted with it are confidential
 and are intended solely for the use of the individual or entity to whom
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 responsible for delivering the email to the intended recipient, be advised
 that you have received this email in error, and that any use,
 dissemination, forwarding, printing, or copying of this email is strictly
 prohibited. If you received this email in error, please immediately notify
 the sender. Thank you.
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Re: Too many open files

2013-05-20 Thread Steve Kallestad

ulimit -n should show you your setting for maximum open files on the
server.
ulimit -n bignumber will termporarily reset it.
to permanently set it, edit /etc/security/limits.conf

that's for a specific user.

For system wide file descriptors -
cat /proc/sys/fs/file-max to view the maximum
or sysctl fs.file-max

to change the system wide setting sysctl -w fs.file-max=bignumber

If I remember correctly, there is a recommended setting, but I don't know
it off the top of my head.  The commands I listed above should work for
RHEL.  If you're on a different OS or they don't work google OS file
descriptor limits where OS is your OS.

To see what process has all the open files:

lsof | awk '{ print $2; }' | uniq -c | sort -rn | head

lsof should be in /usr/sbin, so if that's not in your path you'll have to
specify the full path in the command line.

---
As far as cause, it could be completely normal.  I have seen situations
where run process commands were failing to exit and have piled up to cause
this problem.  There are a lot of things that could go wrong to cause a
problem like this, but more than likely it's just normal behavior and the
limits are set too low by default.



On Mon, May 20, 2013 at 11:13 AM, Brittain, Mark mbritt...@navisite.comwrote:

 **

 HI All,

 ** **

 On my development server when I go to look at server information I am
 getting a Too many open files: /opt/bmc/ARSystem/conf/ar.conf (ARERR 301).
 

 ** **

 I can log on and work in a browser but if I attempt to log in with the
 user client or developer, I time out. Any ideas on what is happening and
 possible cause/solution?

 ARS 7.6.04 SP3

 ITSM 7.6.04 SP3

 Linux 5

 Oracle 11

 ** **

 Thanks

 Mark

 ** **

 *Mark Brittain*

 Remedy Developer

 ITILv3 Foundation

 *NaviSite – **A Time Warner Cable Company***

 mbritt...@navisite.com

 Office: 315-453-2912 x5335

 Mobile: 315-882.5360

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Re: [URGENT] - Need to clean up all INC/CR/PBI/SR records and set the counter from xxxxxxx01

2013-05-14 Thread Steve Kallestad

This is a very bad idea.

If you reset the counters and you have even one record remaining, you will
be unable to create records because of a unique index violation.  It's not
just a matter of clearing out data in the incidents/change/etc. table, but
all referential information as well.  It's very easy to end up with
orphaned data, and it's very easy to be over-aggressive and delete more
information than you need to.

The fact that you are coming to the list with this question labeled urgent
means that the only recommended path would be to run a database backup and
then leverage the built in functionality for querying and subsequently
deleting records.  Do not attempt to reset the ID counters.

It's much better to go live with counters starting at 23419 than to go
 live with counters starting at 0 and carrying a risk that would require
dependency on a mailing list to resolve.

--Steve


On Mon, May 13, 2013 at 11:08 PM, syed Ziyan syedziya...@gmail.com wrote:

 **
 Hi All,

 We are using ITSM 7.6.04 on Linux 5.5 ARS 7.6.03

 We have been using this system for development and Implementation and
 during this testing period many users had raised several INC/CR/PBI/SR.

 Now we are all set to go-live and delete/remove all the test INC/CR/PBI/SR
 records and set the starting number counter to 0001 .

 Any quick Idea will be highly appreciated.

 Thanks in advance.

 Ziyan
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Re: huh? financial news for bmc ?

2013-05-06 Thread Steve Kallestad

 BTW - the MN Vikings still are without a Superbowl in 2021 :(

That's just mean spirited.

===
We've all been through this before. Some things will happen that we don't
like beyond our control, but in the end the technology we all use and the
industry we're all a part of will be just fine.

You never know, this could be a very good thing that expands market share
and increases the size of our community. Bain is Guitar Center, Gymboree,
Staples, Clear Channel, Dominoes Pizza, Dunkin' Donuts, Toys R Us, and
Sports Authority. Those are all pretty much household names. It's not such
a bad thing to have the Action Request System on the same list.

--Steve


On Mon, May 6, 2013 at 11:37 AM, John Sundberg 
john.sundb...@kineticdata.com wrote:

 **

 On Mon, Sep 17, 2012 at 7:04 PM, John Sundberg john.sundb...@kineticdata.com
 wrote:


 ** It is a little hard to say what version it was

 Because in 2012 -- BMC renamed it all to BMC Atrium ... threw in the
 kitchen sink -- which included the Remedy product and the ITSM Suite + some
 discovery software + a CMDB...

 But in 2014 Oracle broke it all up -- and peeled off the ITSM software
 into something they called Oracle Service Support  (And the concept of a
 development admin tool went away) -- it is purely configuration and consulting
 to configure the product...
 (Traditional Remedy customer are unhappy - new customers don't know
 better - think they are eating a juicy steak - turns out it is pink slime)

 RemedyForce was taken over by Business.com (aka Salesforce.com).

 RemedyOnDemand - still exists -- but is part of Oracle Scalable
 Enterprise - which everybody calls Oh say ... can you see -- because nobody
 can actually see it working... kind of a weird industry joke... (Still not 
 sure
 about it -- I think 2021 humor goes over my head)

 Same timeframe -- Oracle renamed Remedy to Oracle Enable ... and it
 became really the adhoc business back-office apps generator

 SRM was abandoned by Oracle -- really BMC killed it before Oracle got
 it (circa 2011) - BMC just never told the customers.

 Of course Kinetic Data stayed independent and front-ends both Oracle
 Service Support and the Enable framework - keeping customers happy - 
 regardless
 of the shenanigans behind the scenes...

 BTW - the MN Vikings still are without a Superbowl in 2021 :(

 Obama gets reelected.
 Republican gets elected 2016 -- does a fair job - but chooses not to
 rerun.
 Hillary gets 2020.

 And that is all I know...


 -John



 On Mon, May 6, 2013 at 1:24 PM, Howard Richter hbr4...@gmail.com wrote:

 **
 Yep and that is what Bain will sell first to pay for this deal.
 Maybe they will sell Remedy to Oracle and then BMC will license it back
 for ITSM.

 Hbr

 Sent from my iPhone 5

 On May 6, 2013, at 1:43 PM, laurent matheo lm...@me.com wrote:

 **
 Humm isn't mainframe the most profitable part of BMC?

 On 06 May, 2013,at 07:33 PM, patchsk vamsi...@gmail.com wrote:

 ** We can never know how the forces end up playing the cards. After all
 the links between ServiceNow and Remedy/BMC are not very distant.

 ServiceNow is a 
 software-as-a-servicehttp://en.wikipedia.org/wiki/Software_as_a_service 
 (SaaS)
 provider of IT service 
 managementhttp://en.wikipedia.org/wiki/IT_service_management (ITSM)
 software. It was founded in 2003 by Fred 
 Luddyhttp://en.wikipedia.org/w/index.php?title=Fred_Luddyaction=editredlink=1,
 the previous CTO of Peregrine 
 Systemshttp://en.wikipedia.org/wiki/Peregrine_Systems
  and Remedy Corporation http://en.wikipedia.org/wiki/Remedy_Corporation
 .
 The M in BMC John Jay Moores *-- *He founded BMC 
 Softwarehttp://en.wikipedia.org/wiki/BMC_Software
  in Texas http://en.wikipedia.org/wiki/Texas in 1980 and was the lead
 venture capital financier for Peregrine 
 Systemshttp://en.wikipedia.org/wiki/Peregrine_Systems in
 California starting in 1981 as well as 
 ServiceNowhttp://en.wikipedia.org/wiki/ServiceNow another
 California corporation founded in 2005.

 http://en.wikipedia.org/wiki/John_Moores_(baseball)
 http://en.wikipedia.org/wiki/ServiceNow


 On Monday, May 6, 2013 9:46:58 AM UTC-7, arslist wrote:

 **

 Peregrine bought the company, I guess they don’t exist anymore so I
 can’t be sued, to destroy it. It was competition they wanted eliminated,
 IMHO based on their actions and the words at the Peregrine Synergy
 conference I attended in 2002.



 Whilst this current buyout looks less sinister in those terms, we of
 course need to wait to see how it all plays out. There is some talk that it
 will split off the mainframe from the rest, but I haven’t heard any rumours
 about what they want to do with both pieces. I think the Remedy brand and
 the ITSM product are too valuable for anyone to want to eliminate them,
 other than Service-Now, and I don’t think they have the financial resources
 to buy it.



 WWRUG13

Latest quote from gartner

2013-04-11 Thread Steve Kallestad

The overlap between CMDB and asset management is more apparent in BMC's
product suite than in any other vendor's ITAM offering.

http://www.gartner.com/technology/reprints.do?id=1-1EW2TFXct=130403st=sb

It's an interesting and fairly quick read.

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Re: Taking a database backup with ARServer running.

2013-04-11 Thread Steve Kallestad

Bonus points to Terry for pointing out that the recovery solution is more
important than the backup solution.

I've seen so many situations where the recovery experience was far from
optimal.

A list of things to avoid:

1) A single (sometimes external) team is responsible for everyone's backups
and is undermanned such that obtaining a backup to recover from takes
significant time.

2) Not regularly verifying the backups are recoverable.  (i.e. We had
nightly backups but they didn't work)

3) Not testing your recovery process.  (Initial recovery was easy, but
then we had to apply 15 transaction logs)

4) Application administrators have no idea how to ask for a recovery once
they determine one is necessary.  (or no idea how long it takes, or no idea
who to get in touch with as a getting started point)

5) Reliance on external vendors at any point in your backup/recovery
process who don't have SLAs that match the response you need in a real
disaster situation.

This one applies to development environments as well.  If you have 4
projects reliant on your development system being up and running and the
fact that it's a development environment pushes the recovery SLA from 3
hours to 5 days, that's a huge risk.

6) No documented verification process to follow once a recovery has taken
place.

Just throwing my 2 cents in.

Steve

On Thu, Apr 11, 2013 at 11:02 AM, Terry Bootsma tboot...@objectpath.comwrote:

 ** **
 Good database backups do two things;

 (a) Take a database backup
 (b) Take a transaction log backup during the time that the database backup
 was running (included in the backup)

 As I am sure you already know, this is one of the differences between a
 SQL database backup and an MS Access DB backup.

 The included transaction log backup allows the DBMS to restore a database
 so that it is consistent.  So, your database should be consistent from a
 purely backup/restore basis and from a Remedy-application basis.

 However, if you need to restore the database from this backup at a later
 time, you may restore to a point where you were in a middle of some
 processing, reconciliation, etc. etc. when the database backup was
 executed  so the data may not be completely recovered from a business
 application perspective.  If that is the case, you will also need to
 schedule your periodic transaction log backups to get the db restore to a
 point where the business data is consistent.  Better transaction log
 recovery tools allow you to restore to a specific transaction/point in
 time.  Scheduling of your database and transaction log backups should take
 this into consideration.

 I hope this answers your question.

 Terry




  --
 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
 *Sent:* April-11-13 12:36 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Taking a database backup with ARServer running.

 **
 Also other admin processes would continue to update the DB.  Things like
 Escalations, Reconciliation Engine, Email Engine, Normalization, SLM.
  The only way to stop changes to the db is shut down the Remedy apps or put
 the db in a read-only mode but then the apps would most likely die.

 Can you specify what you concern is?  Our organization and many others
 restore ARSystem databases from backups all the time without issue.  Yes
 there are probably some records out of sync due to timing of the backups
 but for our purposes it is good enough.  It sounds like you might be doing
 more than just restoring production to dev where consistency is a bit
 more critical.

 Jason


 On Thu, Apr 11, 2013 at 8:02 AM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 Yes, putting in admin mode would stop all non admin level traffic...but
 that kinda defeats the purpose of doing it 'online'


 On Thu, Apr 11, 2013 at 8:55 AM, Drew Shuller drew.shul...@gmail.comwrote:

 **
 Wouldn't putting the AR Server in Admin Only mode stop any transactions
 to the db? No one would be able to use the system, but it would take less
 time that a reboot.

 Drew
 JTF-Bravo
 Honduras


 On Thu, Apr 11, 2013 at 7:19 AM, Longwing, Lj llongw...@usgs.govwrote:

 **
  The only thing that should be 'in flight' during a backup would be
 data, and that is going to happen any time an online backup is done, but
 the application structure is 'consistent' by the fact that you aren't
 actively making changes to it, so no concerns from that point.


 On Thu, Apr 11, 2013 at 6:51 AM, team.rem...@libero.it 
 team.rem...@libero.it wrote:

 **

 I know that I can take the DB backup even if the ARServer is running.

 This isn't my question (I'm also the DBA, I know that I can and I know
 how to do this ).

 The matter is if I can consider the ARServer application consistent
 because it's running.




 Messaggio originale
 Da: mayurbw...@gmail.com
 Data: 11-apr-2013 14.47
 A: arslist@ARSLIST.ORG
 Ogg: Re: Taking a database backup with ARServer running

Re: OT: An unexpected fork in the road...

2013-04-04 Thread Steve Kallestad

Wow.

I'm not quite sure how to respond, but there is no question that your
presence will be missed.  You will be leaving behind some big shoes to fill.

It is good to hear that you'll still be active on the list.

Take care,
Steve

On Thu, Apr 4, 2013 at 6:25 PM, Easter, David david_eas...@bmc.com wrote:

 **

 Hi All,



   I watched the movie Moneyball a few nights ago.  Billy Beane (general
 manager for the Oakland A's) had advice for delivering bad news - just give
 it to 'em straight.  So here goes.



   As of April 5th, I'm no longer an employee of BMC Software, Inc.



   While my disclaimer has always stated that my participation in this
 group wasn't an official function for BMC, obviously this turn of events
 puts a significant kink in my continued involvement in the ARSList. :-)  Note
 that this is in no way a result of the April Fool's posting that I sent
 out... lest someone jump to an errant conclusion.   I won't be able to
 discuss any details of the situation, but you guys deserved to hear the
 news straight from the horse's a er... mouth.



   This has been an amazing 7 years of my career and all of you are the
 reason for that.  This is the most vibrant, animated and supportive group
 I've ever had the pleasure to be a part of.  I've met many of you in
 person, talked with even more in virtual space, but I feel like a part of a
 family with all of you.  I will truly miss the opportunity to represent the
 brand and products that you channel so much passion and positive energy
 towards.



This E-mail address (david_eas...@bmc.com) will cease functioning, but
 I've created a new E-mail address (david_easter...@yahoo.com) and
 subscribed to the list as a private citizen.  I'll continue to contribute
 what I can - just from a different vantage point.  So this isn't goodbye -
 just a change in the weather...



 -David J. Easter

 (Previously) Manager of Product Management, AR System



 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.
  _ARSlist: Where the Answers Are and have been for 20 years_

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Re: WWRUG13 - Call for Papers Announcement

2013-04-02 Thread Steve Kallestad

I'm a little confused as well.

I went to register and I had an existing account so I reset my password.

Once logged in, I am taken to the WWRug:Home form attendee view.

I can't really do anything but look at the contents of the table field
listing the existing topics.  I don't see how to download a template or
submit a topic.  Even opening an existing topic results in a permissions
error.

I'm unsure if there's a problem with my account or my ability to read
instructions :)

I'd appreciate any help or direction.

Thanks,
Steve

On Tue, Apr 2, 2013 at 9:26 AM, Cecil, Ken kce...@hubbell.com wrote:

 Please clarify the deadlines.

   :Point 8a states the deadline for submission of ABSTRACT, SYNOPSIS and
 TOPIC is May 15th.

   :However points 4 and 5 indicate that the topic will be reviewed and
 selection notices will be sent out by the May 15th.

 Is that timing correct?


 Ken.

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of bullcreek.com
 Sent: Tuesday, April 02, 2013 11:53 AM
 To: arslist@ARSLIST.ORG
 Subject: WWRUG13 - Call for Papers Announcement

 The WWRUG2013 Advisory Board is excited to announce that the Call for
 Papers is officially open as of April 2, 2013 for the WWRUG13 Conference!

 The Process:
 Our process involves a few steps ?
 1.  Login to the portal (www.wwrug.org/register) and create an
 account (will require your Bio ? 1000 characters or less, Photo, and shirt
 size).
 2.  Once created, you will use this account to login and submit your
 topics (www.wwrug.org), including a Synopsis (summary of your topic,
 brief ? 750 characters or less), and an Abstract (full description of the
 topic).
 3.  Select the Technical Skill Level (Entry Level, Intermediate,
 Advanced, or None), Classification (Product, Service, Case Study,
 Educational, Integration, or Other), Categorization (AR System ? Core,
 ITSM, CMDB, ADDM, Custom Application, OnDemand or Other), and Specification
 (Technical, Management, Training, Vendor or Other).
 4.  Topics will be reviewed and notices of status will be sent to you
 as the submitter by 15 May 2013.
 5.  If your topic is selected by the WWRUG13 Board, you will be
 notified by 15 May and will be asked to submit a rough draft of your
 presentation (in the format of the PowerPoint template downloaded from the
 portal) using your account and the portal where the account was created.
 HELPFUL TIPS TO MINIMIZE THE REVISIONS ON YOUR PART (aka - common errors
 found by WWRUG Advisory Board):
 A.  Ensure you download the template from the portal
 B.  Omit any extra formatting (like company specific headers, footers,
 proprietary notices, etc.)
 C.  Review each page to make sure you have the page number, header,
 footer, in place
 D.  All slide titles need to be on a single line
 E.  Make sure the font is consistent throughout the entire presentation
 F.  Graphics may not cover the header, footer or page number, must be
 visible on the page and not extend past the borders
 G.  Use spell check to ensure your content is spelled correctly

 6.  Once the WWRUG Advisory Board reviews your draft, you may be asked
 to make changes and upload them via the portal.
 7.  Deadlines are strictly enforced this year.  As part of the
 submission process, you will be presented with the Speakers Agreement and
 asked to agree with the terms before you can proceed.  Failure to meet the
 deadlines will result in your topic being dropped from the Conference, no
 exceptions.
 8.  The deadlines are listed here below:
 a.  Submission of ABSTRACT, SYNOPSIS and TOPIC ? Due Date of May 15,
 2013
 b.  Submission of rough draft of PRESENTATION to be considered by
 WWRUG ? Due Date of June 15, 2013
 c.  Revision and editing as required by WWRUG
 d.  Submission of revisions to WWRUG ? Due Date of July 11, 2013

 General Information:
 1.  If your topic is selected, your Conference fees will be ?Paid in
 Full,? if you register for the conference by May 31, 2013.
 2.  ALL DRAFTS must use the WWRUG13 Template provided on the website
 via the portal.  Submissions not using this format will be rejected.
 3.  ALL revisions will be uploaded to the site, no emailed submissions
 or updates will be accepted.
 To create your account use this link: (www.wwrug.org/register) If you
 already have an account - submit your topic, download the PowerPoint
 template, upload your draft or revisions, login to the portal by using this
 link:  (www.wwrug.org)

 To view this information on our webpage go to
 http://www.wwrug13.com/papers.html

 We have a short window based upon the timelines above but we already have
 two papers from industry veterans!


 Phil Bautista
 http://www.wwrug.com/contact_phil.html


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Re: WWRUG13 - Call for Papers Announcement

2013-04-02 Thread Steve Kallestad

I definitely am seeing topics from last year (I recognized the Genius Bar
 and Zero-Downtime talks  right off the bat), but even on a clean VM, the
only link in my left navbar is for settings-change password.  The only
link on the top navbar is for Logout.

I did clear my cache and I have tried across firefox/chrome/IE.

Not trying to be a bugger, but I figure if it's wrong for me, there are
probably a few other people affected as well.  My login is the email
address in this message if you want to try it out with my account.

Thanks,
Steve

On Tue, Apr 2, 2013 at 10:24 AM, Jason Miller jason.mil...@gmail.comwrote:

 **
 Hi Steve,

 Do you see the cell table with all of the sessions from last year?  If
 that is what you are seeing can you clear your browser cache?

 I would hope if you accessed the site back in Oct/Nov on that same machine
 that you would have received the latest definitions today but it doesn't
 sound like it.

 Like we tell our users, flush browser cache and try again :)

 Once you have the correct defs there will be a submission link on the
 left navigation.  You should only see your submission in the table field.

 We are working on getting the updated PowerPoint templates posted.  Once
 they are available they'll be in the Submission section with Submit New
 Topic.

 [image: Inline image 1]

 Jason


 On Tue, Apr 2, 2013 at 9:58 AM, Steve Kallestad st...@tabtonic.comwrote:

 ** I'm a little confused as well.

 I went to register and I had an existing account so I reset my password.

 Once logged in, I am taken to the WWRug:Home form attendee view.

 I can't really do anything but look at the contents of the table field
 listing the existing topics.  I don't see how to download a template or
 submit a topic.  Even opening an existing topic results in a permissions
 error.

 I'm unsure if there's a problem with my account or my ability to read
 instructions :)

 I'd appreciate any help or direction.

 Thanks,
 Steve


 On Tue, Apr 2, 2013 at 9:26 AM, Cecil, Ken kce...@hubbell.com wrote:

 Please clarify the deadlines.

   :Point 8a states the deadline for submission of ABSTRACT, SYNOPSIS and
 TOPIC is May 15th.

   :However points 4 and 5 indicate that the topic will be reviewed and
 selection notices will be sent out by the May 15th.

 Is that timing correct?


 Ken.

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of bullcreek.com
 Sent: Tuesday, April 02, 2013 11:53 AM
 To: arslist@ARSLIST.ORG
 Subject: WWRUG13 - Call for Papers Announcement

 The WWRUG2013 Advisory Board is excited to announce that the Call for
 Papers is officially open as of April 2, 2013 for the WWRUG13 Conference!

 The Process:
 Our process involves a few steps ?
 1.  Login to the portal (www.wwrug.org/register) and create an
 account (will require your Bio ? 1000 characters or less, Photo, and shirt
 size).
 2.  Once created, you will use this account to login and submit your
 topics (www.wwrug.org), including a Synopsis (summary of your topic,
 brief ? 750 characters or less), and an Abstract (full description of the
 topic).
 3.  Select the Technical Skill Level (Entry Level, Intermediate,
 Advanced, or None), Classification (Product, Service, Case Study,
 Educational, Integration, or Other), Categorization (AR System ? Core,
 ITSM, CMDB, ADDM, Custom Application, OnDemand or Other), and Specification
 (Technical, Management, Training, Vendor or Other).
 4.  Topics will be reviewed and notices of status will be sent to
 you as the submitter by 15 May 2013.
 5.  If your topic is selected by the WWRUG13 Board, you will be
 notified by 15 May and will be asked to submit a rough draft of your
 presentation (in the format of the PowerPoint template downloaded from the
 portal) using your account and the portal where the account was created.
 HELPFUL TIPS TO MINIMIZE THE REVISIONS ON YOUR PART (aka - common errors
 found by WWRUG Advisory Board):
 A.  Ensure you download the template from the portal
 B.  Omit any extra formatting (like company specific headers,
 footers, proprietary notices, etc.)
 C.  Review each page to make sure you have the page number, header,
 footer, in place
 D.  All slide titles need to be on a single line
 E.  Make sure the font is consistent throughout the entire
 presentation
 F.  Graphics may not cover the header, footer or page number, must
 be visible on the page and not extend past the borders
 G.  Use spell check to ensure your content is spelled correctly

 6.  Once the WWRUG Advisory Board reviews your draft, you may be
 asked to make changes and upload them via the portal.
 7.  Deadlines are strictly enforced this year.  As part of the
 submission process, you will be presented with the Speakers Agreement and
 asked to agree with the terms before you can proceed.  Failure to meet the
 deadlines will result in your topic being dropped from

Re: OT: BMC going private

2013-04-01 Thread Steve Kallestad

I fell for this hook line and sinker.

It's very believable if you just take a quick scan.  It was a solid minute
and a half before I thought wait a second... Minecraft *is* Java, went
back and then said wait... Minecraft GUI?!?

If you just read the first sentence of each paragraph...

David, thanks for the heart attack.

On Mon, Apr 1, 2013 at 12:01 AM, Easter, David david_eas...@bmc.com wrote:

 **

 I’m sure many of you have seen the news articles on BMC going private –
 e.g. Exclusive: Buyout firms team up to take BMC Software private -
 sourceshttp://finance.yahoo.com/news/exclusive-buyout-firms-team-bmc-152725678.html.
 I just wanted to assure everyone that this will be nothing but a positive
 for the future of AR System.  By removing the need to answer to shareholder
 value, BMC can be less conservative about innovation choices – which could
 lead to substantial leaps forward in user experience and customer return on
 investment.  By melding the two well established idioms of “thinking
 outside the box” and providing “out-of-the-box” functionality, we’ll be
 able to create instant value for our customers the first time they interact
 with our products.

 ** **

 Before even a new line of code is written, BMC Customer Support will be
 implementing new policies to improve BMC’s Customer Satisfaction Index
 (CSI).  Inspired by the acronym, BMC has created crack teams of IT forensic
 investigators in several major cities that can be called out to the scene
 of a violent IT event – crashes, network issues causing link death,
 abnormal parent or child process termination, etc.  These teams will work
 on an issue until it’s resolved or until a new case comes up in the next
 week – whichever comes first.

 ** **

 Another area of focus will be heavier participation in social media.
 While BMC is active on Twitter and Facebook, we’ll be expanding into Vine.
 Customers will be able to submit a description of their incident to
 Customer Service as long as the issue can be described in six seconds or
 less.  The response will also honor the six second limit of Vine, although
 content is further limited because it takes about five seconds to say “Hi,
 this is Jeff from BMC Support.  Our goal at BMC is to provide you with an
 excellent customer service experience.”  Related to this, there’s an
 Instagram interface under development that will enable customers to take a
 picture of the error message on their screen but make it appear to be from
 an Apple ][ plus circa 1979.  

 ** **

 We’ve decided that moving AR System to Java was the wrong way to go – so
 we’ll be switching over to utilizing more off-the-shelf technologies like
 IFTTT https://ifttt.com/ to drive workflow and using a modern GUI
 provided by the same engine that drives Minecraft https://minecraft.net/.
 By using these ready-made technologies, we’ll be able to realize a huge
 competitive advantage as our developers work on features unique to BMC.
 While I can’t really talk about far futures much, I can say that we’re
 partnering with other technology leaders in the industry to get ahead of
 the curve.  A strong partnership with Google is being investigated to
 create a “driverless help desk”.We’ll be building on the BMC Virtual
 Agent technology and Google’s driverless car AI to work customer submitted
 help desk tickets to completion while the Technical Support Engineer sits
 back and reads the paper, drinks a latte, etc.  

 ** **

 I look forward to sharing this future with all of you.   Amazing
 possibilities resulting in leadership  freedom of opportunity look
 sensational!

 ** **

 -David J. Easter

 Manager of Product Management, AR System

 BSM  Atrium Solutions Management

 BMC Software, Inc.

  

 The opinions, statements, and/or suggested courses of action expressed in
 this E-mail do not necessarily reflect reality or those of BMC Software,
 Inc.  My voluntary attempt at humor in this forum is not intended to convey
 a role as a spokesperson, liaison or public relations representative for
 BMC Software, Inc.

 ** **
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: [EXTERNAL] Re: (Noob alert!) Cheat sheets? Remedy 7.6.04 for Dummies?

2013-03-28 Thread Steve Kallestad

There is a reporting console that includes a series of out-of-the-box
reports that may include the information you are looking for.

The reports are Crystal Reports and can be exported to CSV for further
filtering, but the reporting console allows you to filter results before
the reports are generated.

BMC also offers a product called Analytics, which includes a more robust
set of reports and good set of functionality surrounding reporting .

As far as best practices goes I'm unaware of a common listing, but this is
the general ruleset I follow -

1) Don't come up with a list of 200 reports.  Instead, come up with common
reports that can be shared and allow end users to ignore/hide extra data
columns

2) Generate reports during off-hours and automatically distribute them

3) Distribute via a common repository, whether it's a web page listing
available downloads, a sharepoint repo, a shared directory, etc.

4) Determine what data is actually useful for a given enterprise / business
unit

5) Copy and modify existing reports rather than start from scratch.

6) Apply Consistent formatting.

7) Take steps to ensure reporting doesn't influence end user activity in a
negative way.

8) Comparisons of numbers between last week / last month / last year can be
extraordinarily helpful for resource planning.

9) Understand performance ramifications and develop reports against a
non-production system.

-
As far as SLA Breaches by agent goes - there are a series of SLA / SLM
reports and I'm pretty sure you can adjust the queries by the Assigned To
individual or limit the reports to a particular group.

There are also out of the box reports that address questions of ticket
volume.

Time between updates can be tricky, but there is a lot of existing data and
functionality in the system to work with to obtain that information
(including leveraging SLM to track it and leveraging out of the box SLM
reports)

---
Steve

On Wed, Mar 27, 2013 at 4:34 PM, Sanner, Lorraine lsan...@courts.az.govwrote:

 **

 My mistake, we’re in 7.5.00 Patch 004, and though we have the browser
 option, my staff is using the desktop client.  All my documentation is for
 7.6, so I thought that’s what we had running.

 ** **

 Let me clarify what I’m looking for… 

 ** **

 When I want to produce performance reports, I search for incidents my
 staff has created, export them to *.csv and filter the results.   I’d love
 to run a report that shows how many tickets were created and by whom
 without the manual processing of data.  

 ** **

 What I don’t currently have is a way to measure SLA Breach type by agent,
 or the time between updates (all update times, not only last one).  

 ** **

 Are there easier ways of getting this information, or what are some best
 practices out there to work with what I have in order to get what I need?
 

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Stroud, Natalie K
 *Sent:* Tuesday, March 26, 2013 4:39 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: [EXTERNAL] Re: (Noob alert!) Cheat sheets? Remedy 7.6.04
 for Dummies?

 ** **

 ** 

 Lorraine:

 ** **

 Ummm…If we are talking about ITSM as your application for working tickets,
 it doesn’t work with the native desktop client anymore once you get
 somewhere around version 7.5ish.  We run ITSM 7.6.04 SP2 at our site, and I
 know our user community **has to** use a browser to work their tickets,
 though we on the development team still use the desktop client for certain
 tasks.  Or are you talking about a partially customized app other than ITSM
 running on AR System Server 7.6.04? (It’s not like BMC makes these
 questions especially easy to answer… :\ )  

 ** **

 I’m still feeling a bit vague about what you need.  Would you say that
 there are cases where you are having difficulty making sense of your data?
 Or is it more a case that are you struggling over what the right questions
 are to even be asking?  Each of those questions has different answers, and
 if I can, I’d like to provide one that’s reasonably helpful.

 ** **

 Thanks,

 * *

 *Natalie Stroud*

 SAIC @ Sandia National Laboratories

 ARS-ITSM Reporting Specialist

 Albuquerque, NM USA

 nkst...@sandia.gov

 ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008

 ** **

 ** **

 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Sanner,
 Lorraine
 *Sent:* Tuesday, March 26, 2013 3:59 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* [EXTERNAL] Re: (Noob alert!) Cheat sheets? Remedy 7.6.04 for
 Dummies?

 ** **

 ** 

 In addition to call handling metrics, I evaluate performance based on
 Created Tickets, Work Logs, First Call Resolution, Tickets Meeting SLA,
 Resolved  30 days (we get a large volume of ‘request’ tickets), and
 Updating Tickets within 14 days.  This last one is quite a challenge to
 find

Re: Great...ANOTHER BUG

2013-03-27 Thread Steve Kallestad

You can import them but you can't edit them.  I've run into this before
when my menu was based on a selection value.

In the end, I just edited the def file directly and imported the menu.  XML
def files are easier to understand if you haven't done it before.

On Wed, Mar 27, 2013 at 3:47 PM, Rick Cook remedyr...@gmail.com wrote:

 **

 That is how the existing menus work for Categorization and a dozen other
 things.  How are they working and yours isn't?

 Rick
 On Mar 27, 2013 3:11 PM, Grooms, Frederick W frederick.w.gro...@xo.com
 wrote:

 Just to be clear (I hope)

 You have a field on a form (call it FormA) you want to put a menu on.
  You want that menu to be dynamic based on another field (100099) on
 FormA

 Is the data for the menu also on FormA or on another form FormB?
 If the data is on FormB:
Does FormB also have a field 100099?  And if so, is it the same as
 the field on FormA?


 Another possible thing I can think of...  Is the selection values and the
 alias values the same for the selection field (100099)?

 Fred

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
 Sent: Wednesday, March 27, 2013 4:23 PM
 To: arslist@ARSLIST.ORG
 Subject: Great...ANOTHER BUG

 **
 Well,
 You can't create dynamic menus in the new developer studio.
 If you have a selection field you want to use in a menu in a dynamic
 fashion, you can't.
 If field 100099 is a selection field with 4 values:
 Hello (0)
 World (1)
 Today (2)
 Tomorrow (3)
 Then in the menu if you type $ 100099$ = 0
 Developer studio changes that to $ 100099$ = Yes
 Which results in the  error:
 Incompatible data types for intended relational operation. (ARERR 313)

 Thanks BMC, what an astronomical step backwards.


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Re: Frustration

2013-03-20 Thread Steve Kallestad

Have you tried running it remotely?

Maybe it's trying to open the same RPC/TCP port as one currently in use.

On Wed, Mar 20, 2013 at 8:59 AM, Hennigan, Sandra sandra.henni...@usdoj.gov
 wrote:

 **

 Just a thought – what are the permissions on the folder where the macro is
 stored? 

 ** **

 Thank you,

 ** **

 Sandra Hennigan

 Remedy Developer

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Pruitt, Christopher (Bank of America
 Account)
 *Sent:* Wednesday, March 20, 2013 11:55 AM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Frustration

  ** **

 ** 

 Right, we did thing of all those same issues and none of them apply.

 ** **

 1) whether encryption is installed server side and if that's a problem. (We
 don’t run encryption on this server)

 2) if there's an output file, if that directory exists and is writable.(The 
 macro is actually pushing a value to a field on a data form and doing
 a bulk modify. It worked before the upgrade but after it just fails)

 3) account restrictions - try running as a superuser and if that works,
 start tracking down dependencies and checking what they are. (We run
 using the super user account)

 4) server side logs.  maybe the permission restriction affecting things
 exists on that side of the street and there's more information. (We ran
 logs on API, Filter, SQL, and Thread and found no other issue, aside from
 this Permissions problem)

 5) firewall (We run local on the Server. The database, application, and
 the macro we are accessing are all on the same server so no firewall is
 involved)

 ** **

 ** **

 *Christopher Pruitt*
 Business Consulting III

 Remedy Developer

 BMC Certified Administrator: BMC Remedy AR System 7.6.04

 *HP Enterprises Services*
 *christopher.pru...@hp.com*
 www.hp.com 

 [image: HP_logo]

 ** **

 ** **

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 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Steve Kallestad
 *Sent:* Tuesday, March 19, 2013 4:40 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Frustration

 ** **

 ** Permission denied is a new one on me.

 ** **

 I'd look into a couple of things:

 ** **

 1) whether encryption is installed server side and if that's a problem.***
 *

 2) if there's an output file, if that directory exists and is writable.***
 *

 3) account restrictions - try running as a superuser and if that works,
 start tracking down dependencies and checking what they are.

 4) server side logs.  maybe the permission restriction affecting things
 exists on that side of the street and there's more information.

 5) firewall

 ** **

 Just a few ideas.

 ** **

 On Tue, Mar 19, 2013 at 2:06 PM, Pruitt, Christopher (Bank of America
 Account) christopher.pru...@hp.com wrote:

 ** 

 Hello Fellow Listers.

  

 I have been fighting a runmacro issue on version 7.6.04 for almost a month
 now. I have tried every trick I can think of.

  

 I keep getting the following error every time I try and execute a runmacro
 command.

  

 Cannot establish a network connection to the AR System server - REMOVED
 : RPC: Miscellaneous tli error - event requires attention Permission denied
 [ARERR 90]

  

 We added:  export SHLIB_PATH=/appl/Remedy/bin and export
 NLSPATH=/appl/Remedy/locale/C to our .profile 

 We made sure that the Symbolic Link for runmacro.cat in
 /usr/lib/nls/msg/C/ is pointing to the correct directory

 We ran the locale command and all looks good

 And still none of these made a difference

 Is there any other path I need to set on my .profile or copy the
 runmacro.cat file to?

 This is very frustrating, the runmacro worked just fine before we
 upgraded, however, when we upgraded from 7.1 to 7.6.04 it just stopped
 working.

  

 Environment;

 AR System: 7.6.04 SP4 201209051922

 OS: HP-UX B.11.31

 Database: 10.2.0.4.0 - 64bi

 Database Client Library: /appl/oracle/product/11.2.0/Client_11.2.0

  

 *Christopher Pruitt
 *Remedy Developer

 BMC Certified Administrator: BMC Remedy AR System 7.6.04

  

 HP Enterprise Services

 Bank of America Account | CIA - Integrated Applications | IW

Re: Active Directory Integration Problem

2013-03-20 Thread Steve Kallestad

When in this situation, I will generally use a display only form as a
filter rather than interacting with the People form directly.

the process goes like this

LDAP Vendor Form (AD Data)-- Display Only Form (DataShaper) -- CTM:People

In my DataShaper Display Only form, I have filters that validate and shape
the data so that I know what I try to send to CTM:People will be successful
and any outliers are either ignored (if they are expected and flagged as
such) or an alternative error handling mechanism is triggered.  (For
instance, creating an incident)

In your case, with a missing manager login ID, the code for pulling in that
login id would happen prior to me pushing the data to CTM:People.  If I
couldn't find one, I'd generate an incident.

For the first few runs in a new environment, I generally don't create
incidents, but instead log and actively research the kinds of problems that
are happening.  That way I can come up with a better ruleset and the number
of incidents created in a live environment are small and less likely to be
ignored.

A design like this keeps the customization out of CTM:People - which is
subject to change with upgrades or patches and collects all of the data
shaping code in one purpose-built location so it can be easily referenced
and any changes are isolated to a single integration point.

It's pretty easy to throw together and it will save you many headaches down
the road.

Thanks,
Steve

On Wed, Mar 20, 2013 at 3:33 PM, rajkiran Alle rajkiran...@yahoo.comwrote:

 Hi,

 I am developing code for data in AD to sync with People record. So in that
 process i am struck with a small problem.

 I created a vendor form to bring the LDAP data and creating a escalation
 to push new records into People form. But in the vendor form i only have a
 Manger name but i don't have a ManagerLoginId, which i need to push into
 People record. If i try to Push just the Manager Name leaving Manager Login
 Id to Null its throwing a error. Its working fine if i leave both Manager
 Login ID and Manger Name to Null. But i do need to get both of them to
 complete this task.

 So can you give me some ideas to get pass through this problem.


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Re: Remedy Login Account

DMT meaning the Data Management Tool?  That cannot be used to *change*
people's login names.  Create new users, yes.

You can update logins with the Data Wizard, but I don't think that was
introduced until 7.5.

The login name is referenced in countless places throughout the system.
 Making that update to all of your end users isn't a simple task.

If it's just for single sign-on, I'd look into aliasing rather than
updating all of the existing data.  (although there is still the issue of
the same login existing in multiple domains)

Thanks,
Steve



On Tue, Mar 19, 2013 at 4:42 AM, Suresh Loganathan ersures...@gmail.comwrote:

 **
 Hi Team,

 At present, we are using ARS 7.1. We are not using the ITSM. As per our
 client scenario, they want to update the remedy login infront with his/her
 domain name. For Example : if the remedy login as test they want to change
 as domain\test.

 I hope, this will done by DMT. I have worked with 7.5 not 7.1 .

 My question is 7.1 version will work with DMT. can you please share your
 advise.

 Regards,

 Suresh Loganathan
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Relocate Oracle database to a different server

If you're can get away with leaving the tns connection name intact then it
will be transparent to the remedy server.

There are multiple possible locations for the tnsnames file, so you'll want
to test connectivity with a client tool like SQLPlus under the same
environment that Remedy is being started under.  SQLDeveloper maintains
it's own connections and bypasses the tnsnames, so I wouldn't use that to
test.

The location of TNSNames has a couple of default locations and can be
changed with an environment variable.

If you have to change the name of the database, but the Remedy application
server itself will maintain the same name, then updating the connection
info in ars.conf will be necessary.  Assuming no database level integration
points exist, that's all you'll need.

Thanks,
Steve

On Tue, Mar 19, 2013 at 8:50 AM, Hennigan, Sandra sandra.henni...@usdoj.gov
 wrote:

 All,

 I just found out that the Oracle database instance to which I installed
 full ITSM 8.1 is in Test; the servers are in production.
 The db needs to be moved to production.

 Windows 2008 R2
 Oracle 11g
 ARS  full ITSM suite 8.1

 The Oracle DBA will handle the copy of the database from test to
 production.

 This article on BMC Communities seems to address my needs -

 Aug 17, 2012 12:22 AM
 Making ARS point to a Database Server that is installed on a different
 machine
 Hi,

 I have ARS  Database (Oracle)  installed on the same machine.
 However, as per  business requirements ARS  Database need to be there on
 different machines.
 Assume that we have installed Oracle on a different machine, replicated it
 with the original database.
 Can anyone provide me with the Checklist that gives an exact idea about
 what changes need to be taken care of at Remedy end?
 I need the exact details (changes in the config files, etc) to implement
 the same.
 I would be more than satisfied if anyone could provide me with a detailed
 checklist as an attached file.
 Thanks !

 Correct Answer by Pankaj Jadhav  on Aug 21, 2012 11:08 PM
 Hi Friends,

 Actually we made no changes to the config file. We made no change at
 Remedy end as the new database was made as a clone of the original
 database. Even the Oracle-Two-Task parameter was kept untouched in the
 config file as the connection string was kept the same as that was before.
 Appropriate changes were made in tnsnames.ora file by the DBA, and this
 was enough.


 Is it really that simple for me, the Remedy developer   I stop ARS, DBA
 relocates the database  updates the tnsnames.ora, I start ARS?
 Does the Oracle DBA know which tnsnames.ora file to change?
 Any Got-yous to prepare for? Precautions?

 Assistance is appreciated. Thank you!

 Sandra Hennigan
 Remedy Developer


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Re: Remedy Login Account

That sounds like a handy tool.

I'd be worried about triggering filter workflow via the AR API and the
potential errors, but from the doc info in your link, you've got that
covered already.

Thanks,
Steve

On Tue, Mar 19, 2013 at 9:08 AM, Misi Mladoniczky m...@rrr.se wrote:

 Hi,

 You can always use RRR|LoginConv that converts any occurance in any field.
 You
 can transfer all your accounts in one go with just one read and one update
 to
 each record. It will still take time, as it uses the AR API and not Direct
 SQL
 as DMT.

 You can do a test run to report which fields that actually contain login
 names.

 Download and details: https://www.rrr.se/cgi/tools/main#rrrLoginConv

 Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.

  DMT meaning the Data Management Tool?  That cannot be used to *change*
  people's login names.  Create new users, yes.
 
  You can update logins with the Data Wizard, but I don't think that was
  introduced until 7.5.
 
  The login name is referenced in countless places throughout the system.
   Making that update to all of your end users isn't a simple task.
 
  If it's just for single sign-on, I'd look into aliasing rather than
  updating all of the existing data.  (although there is still the issue of
  the same login existing in multiple domains)
 
  Thanks,
  Steve
 
 
 
  On Tue, Mar 19, 2013 at 4:42 AM, Suresh Loganathan
  ersures...@gmail.comwrote:
 
  **
  Hi Team,
 
  At present, we are using ARS 7.1. We are not using the ITSM. As per our
  client scenario, they want to update the remedy login infront with
 his/her
  domain name. For Example : if the remedy login as test they want to
 change
  as domain\test.
 
  I hope, this will done by DMT. I have worked with 7.5 not 7.1 .
 
  My question is 7.1 version will work with DMT. can you please share your
  advise.
 
  Regards,
 
  Suresh Loganathan
  _ARSlist: Where the Answers Are and have been for 20 years_
 
 
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Re: Relocate Oracle database to a different server

I have run into situations on SQL Server where the ARAdmin account was
either not brought over, or was no longer the default database owner, but
never on Oracle.  It could be that the Oracle admins were just better at
making sure everything was the same, or it could be that it's transparent.

The account not present is apparent right out of the gate and easy to
resolve.

The account not being the default dbo seems to be fairly transparent to
Remedy, but it makes it so you have to refer to the fully qualified object
names.  (arsystem.aradmin.TXXX instead of just TXXX).  Not a difficult
problem to resolve really, but kind of a pain in the neck.

Also... I did have one customer years and years ago who's indexes
disappeared at one point.  Not sure why or how that occurred, but the
unexpected always happens at the worst possible time.  You'll want to do
some basic sanity checks/regression testing and run through simple
operations like creating a form, changing indexes, adding/deleting entries
and then deleting that form.

On Tue, Mar 19, 2013 at 9:43 AM, Hennigan, Sandra sandra.henni...@usdoj.gov
 wrote:

 **

 Thank you everyone that replied. I’ll let you know the results.

 ** **

 **–**Scary in the simplicity. There are many more steps when
 moving a SQL db including changing ownership of the db.

 ** **

 Sandra Hennigan

 Remedy Developer

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj
 *Sent:* Tuesday, March 19, 2013 12:14 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Relocate Oracle database to a different server

 ** **

 ** 

 Sandra,

 Due to the fact that the TNSNames.ora file is the clients connection to
 the DB, yes, changing that will re-point your Remedy instance to the new db
 

 ** **

 On Tue, Mar 19, 2013 at 9:50 AM, Hennigan, Sandra 
 sandra.henni...@usdoj.gov wrote:

 All,

 I just found out that the Oracle database instance to which I installed
 full ITSM 8.1 is in Test; the servers are in production.
 The db needs to be moved to production.

 Windows 2008 R2
 Oracle 11g
 ARS  full ITSM suite 8.1

 The Oracle DBA will handle the copy of the database from test to
 production.

 This article on BMC Communities seems to address my needs -

 Aug 17, 2012 12:22 AM
 Making ARS point to a Database Server that is installed on a different
 machine
 Hi,

 I have ARS  Database (Oracle)  installed on the same machine.
 However, as per  business requirements ARS  Database need to be there on
 different machines.
 Assume that we have installed Oracle on a different machine, replicated it
 with the original database.
 Can anyone provide me with the Checklist that gives an exact idea about
 what changes need to be taken care of at Remedy end?
 I need the exact details (changes in the config files, etc) to implement
 the same.
 I would be more than satisfied if anyone could provide me with a detailed
 checklist as an attached file.
 Thanks !

 Correct Answer by Pankaj Jadhav  on Aug 21, 2012 11:08 PM
 Hi Friends,

 Actually we made no changes to the config file. We made no change at
 Remedy end as the new database was made as a clone of the original
 database. Even the Oracle-Two-Task parameter was kept untouched in the
 config file as the connection string was kept the same as that was before.
 Appropriate changes were made in tnsnames.ora file by the DBA, and this
 was enough.


 Is it really that simple for me, the Remedy developer   I stop ARS, DBA
 relocates the database  updates the tnsnames.ora, I start ARS?
 Does the Oracle DBA know which tnsnames.ora file to change?
 Any Got-yous to prepare for? Precautions?

 Assistance is appreciated. Thank you!

 Sandra Hennigan
 Remedy Developer


 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years

 ** **

 _ARSlist: Where the Answers Are and have been for 20 years_ 
  _ARSlist: Where the Answers Are and have been for 20 years_


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Re: Frustration

Permission denied is a new one on me.

I'd look into a couple of things:

1) whether encryption is installed server side and if that's a problem.
2) if there's an output file, if that directory exists and is writable.
3) account restrictions - try running as a superuser and if that works,
start tracking down dependencies and checking what they are.
4) server side logs.  maybe the permission restriction affecting things
exists on that side of the street and there's more information.
5) firewall

Just a few ideas.

On Tue, Mar 19, 2013 at 2:06 PM, Pruitt, Christopher (Bank of America
Account) christopher.pru...@hp.com wrote:

 **
  Hello Fellow Listers.

 I have been fighting a runmacro issue on version 7.6.04 for almost a month
 now. I have tried every trick I can think of.

 I keep getting the following error every time I try and execute a runmacro
 command.

 Cannot establish a network connection to the AR System server - REMOVED
 : RPC: Miscellaneous tli error - event requires attention Permission denied
 [ARERR 90]

 We added:  export SHLIB_PATH=/appl/Remedy/bin and export
 NLSPATH=/appl/Remedy/locale/C to our .profile
 We made sure that the Symbolic Link for runmacro.cat in
 /usr/lib/nls/msg/C/ is pointing to the correct directory
 We ran the locale command and all looks good
 And still none of these made a difference
  Is there any other path I need to set on my .profile or copy the
 runmacro.cat file to?
 This is very frustrating, the runmacro worked just fine before we
 upgraded, however, when we upgraded from 7.1 to 7.6.04 it just stopped
 working.

 Environment;
 AR System: 7.6.04 SP4 201209051922
 OS: HP-UX B.11.31
 Database: 10.2.0.4.0 - 64bi
 Database Client Library: /appl/oracle/product/11.2.0/Client_11.2.0

 *Christopher Pruitt
 *Remedy Developer
 BMC Certified Administrator: BMC Remedy AR System 7.6.04

 HP Enterprise Services
 Bank of America Account | CIA - Integrated Applications | IW
 Infrastructure Team
 +1.972.605.7702 office | *christopher.pru...@hp.com*

 Upcoming OOO:
 4/1 through 4/5 -  Vacation



  _ARSlist: Where the Answers Are and have been for 20 years_

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Re: OT: Email distribution services

2013-03-14 Thread Steve Kallestad

I've been down that rabbit hole and the potential problems are an enormous
headache.

The problem with using a commercial service to handle your mailing list is
that you're very dependent on not only their infrastructure, but their
reputation as well.

All it takes is one of their *other* customers to end up on a spammer list
for your messages to have problems with delivery.  Not to mention your own
messaging setup could trigger auto-flagging of that company as a spammer.

If you can avoid it, you're better off handling things internally with
whatever infrastructure you have in place.  Otherwise you run the danger of
learning way more about email delivery than anybody should ever really know.

If you have to go external, choose a service that will leverage your own
companies hostnames for delivery.
(autonotifications.yourcompany.comrather than
mail.biglistprovider.com) so that when you do end up having users with
flagged messages you can whitelist without having to whitelist a plethora
of other companies at the same time.

And if you do that, you want to make sure you use
SPF/DomainKeys/DKIM/SenderID again to ensure that your whitelisting is
valid.

It really is a simple thing that you want.  Unfortunately, spammers have
really mucked things up for the rest of us.

Sorry - I don't have a recommended provider.  I just had to throw my 2
cents in.

Steve

On Thu, Mar 14, 2013 at 2:23 PM, Joe Castleman joe.castle...@gmail.comwrote:

 **
 Howdy,

 I flagged this as off-topic since it really isn't a Remedy question per
 se, though it does involve a Remedy system.

 We need to send different kinds of notifications from ARS to various
 distribution lists.  We would rather not build up these lists within ARS
 (mainly because many of the recipients don't have Remedy access; also so I
 won't have to be the one maintaining the distribution groups; and finally
 so ARS would only have to send one message to 1-5 recipients instead of
 487).  So we were thinking about setting up a separate server running
 Mailman, Listserv or similar, and maintain the distribution lists on that
 platform.

 However, management said, why worry ourselves with more infrastructure?
 and suggested looking into a commercial distribution service.  For example,
 when Pottery Barn/Gap/whatever sends out a weekly marketing email, at the
 end of the email it says Powered by MegaSpammer or some such.  Trouble
 is, these seem tailored to sending out feature-laden emails (as opposed to
 the plain text we need to send out), and to one particular distribution
 list.

 So, I'm back to looking for something like Mailman or Listserv, but paying
 someone else to take care of it (all we'd have to do is configure our
 mailing lists and send our messages).  Can anyone recommend something like
 this?  (Alternately we're thinking of getting a virtual server on the cloud
 somewhere like AWS, then installing Mailman on it, but then we'd still be
 on the hook for maintaining Mailman, and management prefers that we
 wouldn't even have to do that.)

 I wouldn't be surprised if I've overlooked something really obvious, but
 so far all I'm finding are the Powered by SpamRockets with the fancy HTML
 templates etc.

 Thanks,

 I'm Joe Castleman
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Issues with 8.x support doc site?

I haven't grabbed the 8.1 pdf yet, but I did download the 8.0 a little bit
back.

If it's helpfu for the time beingl... :
https://docs.google.com/file/d/0ByjmQ_f5-wyKTVYyaVB5dkczTjg/edit?usp=sharing

and:

https://docs.google.com/file/d/0ByjmQ_f5-wyKY0NMRkZQZXJVVUk/edit?usp=sharing



On Tue, Mar 12, 2013 at 7:47 AM, patrick zandi remedy...@gmail.com wrote:

 ** not in it... ! sorry  fingers went too fast..

 On Tue, Mar 12, 2013 at 10:47 AM, patrick zandi remedy...@gmail.comwrote:

 unfortunately -- it has not been updates since Feb 8th.. so documentation
 fix actions are in it.
 FYI ..


 On Tue, Mar 12, 2013 at 10:37 AM, patrick zandi remedy...@gmail.comwrote:

 I see an offline documentation 253meg,  ARS is listed..  at least for
 8.1, I would think it is listed for everything (EPD Site)...



 On Tue, Mar 12, 2013 at 10:31 AM, patrick zandi remedy...@gmail.comwrote:

 is the doc's available in the download section? or did they drop that
 too and put in a link to what you cannot get too..


 On Tue, Mar 12, 2013 at 10:26 AM, Hennigan, Sandra 
 sandra.henni...@usdoj.gov wrote:

 **

 I cannot get to docs either – been trying all morning.

 ** **

 Thank you,

 ** **

 Sandra Hennigan

 Remedy Developer

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Rajat Sharma
 *Sent:* Tuesday, March 12, 2013 7:45 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Issues with 8.x support doc site?

 ** **

 ** 

 I face lot of issues while accessing remedy docs via docs.bmc.com .***
 *

  

 Thanks,

 Rajat

 On Tue, Mar 5, 2013 at 6:46 PM, Tauf Chowdhury taufc...@gmail.com
 wrote:

 ** 

 Anyone else having issues opening up docs.bmc.com for the online
 documentation for 8.x? I can navigate the support site just fine but when 
 I
 try to get to the online docs, nothing.
 


 --
 *Tauf Chowdhury*

 _ARSlist: Where the Answers Are and have been for 20 years_ 


 _ARSlist: Where the Answers Are and have been for 20 years_ 
  _ARSlist: Where the Answers Are and have been for 20 years_




 --
 Patrick Zandi




 --
 Patrick Zandi




 --
 Patrick Zandi




 --
 Patrick Zandi _ARSlist: Where the Answers Are and have been for 20
 years_


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Re: Issues with 8.x support doc site?

It's taken down.  Just trying to do what I can to help out during the down
time.

It won't happen again.

Steve

On Tue, Mar 12, 2013 at 9:07 AM, Easter, David david_eas...@bmc.com wrote:

 **

 Steve,

 ** **

   Unfortunately, BMC’s legal department has classified BMC documentation
 as BMC Intellectual Property.  This means that only authorized BMC
 employees can distribute documentation – and then only through methods
 approved by BMC. 

 ** **

   Please remove any BMC documentation from a public site not controlled
 explicitly by BMC until BMC formally lifts this restriction.  

 ** **

 Thanks,
 --

 *David J. Easter*
 Product Line Manager, AR System

 BSM  Atrium Solutions Mgmt
 BMC Software, Inc.

 [image: BMC Software] http://www.bmc.com/

 ** **

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Steve Kallestad
 *Sent:* Tuesday, March 12, 2013 8:38 AM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Issues with 8.x support doc site?

 ** **

 ** I haven't grabbed the 8.1 pdf yet, but I did download the 8.0 a little
 bit back.

 ** **

 If it's helpfu for the time beingl... :
 https://docs.google.com/file/d/0ByjmQ_f5-wyKTVYyaVB5dkczTjg/edit?usp=sharing
 

 ** **

 and:

 ** **


 https://docs.google.com/file/d/0ByjmQ_f5-wyKY0NMRkZQZXJVVUk/edit?usp=sharing
 

 ** **

 ** **

 On Tue, Mar 12, 2013 at 7:47 AM, patrick zandi remedy...@gmail.com
 wrote:

 ** not in it... ! sorry  fingers went too fast.. 

 ** **

 On Tue, Mar 12, 2013 at 10:47 AM, patrick zandi remedy...@gmail.com
 wrote:

 unfortunately -- it has not been updates since Feb 8th.. so documentation
 fix actions are in it.
 FYI .. 

 ** **

 On Tue, Mar 12, 2013 at 10:37 AM, patrick zandi remedy...@gmail.com
 wrote:

 I see an offline documentation 253meg,  ARS is listed..  at least for 8.1,
 I would think it is listed for everything (EPD Site)...



 

 On Tue, Mar 12, 2013 at 10:31 AM, patrick zandi remedy...@gmail.com
 wrote:

 is the doc's available in the download section? or did they drop that too
 and put in a link to what you cannot get too.. 

  

 On Tue, Mar 12, 2013 at 10:26 AM, Hennigan, Sandra 
 sandra.henni...@usdoj.gov wrote:

 ** 

 I cannot get to docs either – been trying all morning.

  

 Thank you,

  

 Sandra Hennigan

 Remedy Developer

  

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Rajat Sharma
 *Sent:* Tuesday, March 12, 2013 7:45 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Issues with 8.x support doc site?

  

 ** 

 I face lot of issues while accessing remedy docs via docs.bmc.com .

  

 Thanks,

 Rajat

 On Tue, Mar 5, 2013 at 6:46 PM, Tauf Chowdhury taufc...@gmail.com wrote:
 

 ** 

 Anyone else having issues opening up docs.bmc.com for the online
 documentation for 8.x? I can navigate the support site just fine but when I
 try to get to the online docs, nothing.
 


 --
 *Tauf Chowdhury*

 _ARSlist: Where the Answers Are and have been for 20 years_ 


 _ARSlist: Where the Answers Are and have been for 20 years_ 

 _ARSlist: Where the Answers Are and have been for 20 years_ 



 

 --
 Patrick Zandi 



 

 --
 Patrick Zandi 



 

 --
 Patrick Zandi 




 --
 Patrick Zandi _ARSlist: Where the Answers Are and have been for 20
 years_ 

 ** **

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Re: Doug Blair (WWRUG11,12,13... MC and all around nice guy) Update

I had the sound off when I clicked on that video and thought it was real
for a little too long.

My first thought - Wow, he looks younger!

My second thought - N

You got me pretty good with that one.

Good to see that your sense of humor is strong right now.

Steve


On Tue, Mar 12, 2013 at 9:47 AM, Doug Blair d...@blairing.com wrote:

 **
 Hello!

 First, I had not seen this list of technical discussions about me until
 this morning. This was priceless! And I am so happy that you didn't stray
 too far off topic. :-)

 Next, I'll keep this short. Dan was right in that a minor cerebral
 aneurysm coiling last summer went without incident. Last Thursday a portion
 of my skull was removed, some complicated blood vessel junctions were
 repaired, and they sealed it all up again. I have a most splendid row of
 staples in my head. Very attractive. I am told there are only about a dozen
 people who could handle this, and two of them were there. All I had to do
 was show up, and pretty much sleep through it. There appear to be no long
 lasting effects, other than a splitting headache and a well swollen left
 eye, which gets better every day. This was unexpected, and I for one am
 very pleased by it all.

 By the way we took movies!

 http://youtu.be/Flov7Q6pQNk

 Let's not let the list become any more medically distracting than
 necessary. I have nothing to do for the next week, feel free to chat off
 list :-)

 And thank you all for your waves of support and good will! That, more than
 almost anything else, binds this community together for me, and means more
 than you can know.

 Doug

 --
 Doug Blair
 d...@blairing.com
 +1 224-558-5462

 Sent from my new iPad
 Auto-corrected typos, misspellings and non-sequiturs are gratefully
 attributed to Steve Jobs :-)

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Re: Remedy ITSM 7.6.04- Highlighting a field

A set fields action is used to change the value of a field.  When that
happens, the highlight is triggered.

Using this functionality, the field is highlighted when it is changed via
workflow, It can't be controlled by whether it's a particular value.



On Tue, Mar 12, 2013 at 12:43 PM, Sanford, Claire 
claire.sanf...@memorialhermann.org wrote:

 **

 I have found the instructions in Dev Studio.  But I am still at a loss
 as to how to make it work.  What do I do in my AL to make the field
 highlight if it is a certain value?  The field already has Highlight
 Enabled True.

 It has been suggested that I use a Set Fields action.  How?
 We want the field to look like this when we are done:
 Tier 3 Remedy ITSM  

  

 ** **

 *Adding field effects *

 *Field effects in AR System can serve as visual cues to specific system
 actions. *

 *Highlight field on value change*

 *Three field properties under the Highlight property heading control
 whether a field is highlighted when a value is changed through a Set Fields
 action, and the color of the highlight. These properties apply only to data
 fields (character, diary, date, time, date/time, currency, integer, real,
 and decimal, radio-button fields, check boxes, and drop-down lists). *

 *If the value being changed is in a selection field (such as a radio
 button field) that does not have a single input element, the entire set of
 boxes or buttons is highlighted. *

 *Enabled *

 *When the Enabled property is set to True, you can specify a highlight
 start color and a highlight end color. *

 *The default value is false (highlight not enabled). *

 *Highlight start color *

 *The Start Color property enables selection of a color for the highlight
 based on the theme of the form, background color, and other factors. If no
 start color is specified, the mid tier uses the default color of yellow. *

 *Highlight end color *

 *The End Color property enables a smooth visual transition following a
 system action. For best results, choose a color that matches the background
 color of the element on which the field resides, whether it is a panel or a
 form. The default color is white. *

 *For display-as-text fields, by default, the mid tier uses transparency
 to transition to the background color of the form. *

 * *
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Re: Mid Tier administration password

Good point John. I rarely see a default in a production environment
anymore, but in sandbox and development environments...

I saw Matt Laurenceau's posted about passwords today as well -
https://plus.google.com/u/0/111882191091175150723/posts/42YkKdvjM1M?hl=en

Personally, I recommend using something like keepass to generate and
maintain passwords like this. It has functionality to set expirations and
alert you to change them.

It's better if there's an enterprise solution in place, but barring that,
keepass is a heck of a lot better than storing the passwords in a shared
spreadsheet, using the same password over and over, or trying to remember
your password after not using it for a month.

it's free/open source: http://keepass.info/
and there are browser integrations and various password generators.

Question for you - what's does your SSO solution do that the OOB solution
does not? (the one linked in your signature)

On Tue, Mar 12, 2013 at 12:55 PM, John Baker jba...@javasystemsolutions.com
wrote:

Hello,

I found this couple of paragraphs in an SSO Plugin newsletter and thought
it was worth sharing.

We see a lot of Mid Tier deployments and have noticed that the Mid Tier
configuration password is almost never changed from the default value,
arsystem. This poses a security risk, particularly when running a Mid Tier
on the Internet - it doesn't take long to find a few public Mid Tiers with
the default administration password.

SSO Plugin displays a warning on the status page when the default password
is set, so if you haven't changed your Mid Tier administration password,
why not change it now?

John
--
JSS SSO Plugin for BMC, HP, CA, Kinetic, Jasper and more.
http://www.**javasystemsolutions.com/jss/**ssopluginhttp://www.javasystemsolutions.com/jss/ssoplugin

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Re: ARS only accepts invalid Mid Tier Administrator password (SW00448273)

I just tried it in a sandbox 7.6.4 SP4 environment and it worked without a
problem.

I haven't run into this myself.

On Tue, Mar 12, 2013 at 3:15 PM, Joe Castleman joe.castle...@gmail.comwrote:

 **
 Howdy,

 Just curious if anyone else has encountered this.  BMC has logged it as a
 defect (SW00448273); apparently there was a similar defect in 7.6.04 (
 SW00431968).

 I tried to change Mid-Tier Administrator Password in AR System Server
 Information.  It would not accept any string longer than 1 character (in
 other words, it would only accept an invalid password).  It did allow me
 to save this 1-character password.  I then went into the Mid-Tier
 Configuration settings, to update the Admin Password under AR Server
 Settings.  It, too, accepted the 1-character password, and Mid Tier does
 continue to work.

 This was running ARS 8.0, patch 1, which I upgraded to patch 2 as per
 Support's instructions.  This didn't resolve the problem, though (and
 curiously, it still says patch 001, but with the date of patch 002's
 release -- I was told that it's supposed to read this way).

 I also found that I was able to successfully change the password via the
 (deprecated) AR User 7.1 thick client, so this issue would appear to be
 related to Mid Tier.

 Current config:
 ARS/Mid Tier 8.0.00 Build 001 201211030845
 Apache Tomcat/7.0.30
 Windows Server 2008 R2
 Java 1.7.0_15
 Oracle 11.2

 Tried this on another server with the same configuration and it had the
 same results.

 Thanks,

 I'm Joe Castleman

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Re: arimportcmd 7.1 verses 7.6.04

2013-03-11 Thread Steve Kallestad

Error 38 happens when a filter is doing set fields $PROCESS$ and the
process isn't returning a value.

I would hope in your import log there's some more information - like which
filter is actually causing the problem.

I imagine that the 7.1 import tool will give you the same problem.

I have seen this issue occur when the number of processes running on a
server has reached it's limit.  (because the processes being run were not
exiting cleanly.

If there is no further message in the import log, I would try to run a
small import the same way with server side logging turned on to track down
the offending filter.

For a large and regular batch job, I would re-qualify the filter so that my
import could set a flag and disable it, then make handle whatever it was
trying to accomplish in a bulk transaction after the batch was complete.

On Mon, Mar 11, 2013 at 10:23 AM, Pruitt, Christopher (Bank of America
Account) christopher.pru...@hp.com wrote:

 **
  I was hoping someone can point me in the correct direction.

 We have several dozen scripts we run on our servers that do data imports
 using the arimportcmd. We have been running these scripts, in some
 capacity, for over 9+ years without issue. However, we upgraded one of our
 servers to 7.6.04 and now everyone of these scripts fail to run using the
 arimportcmd.
  I have been digging through all the documentation I can for 7.6.04 and
 have searched the BMC Knowledgebase, and even tried doing Google searches
 trying to see why the arimportcmd just stopped working.

 The error we are seeing in the filter log is   Error while performing
 filter action: Error 38

 We format the arimportcmd as follows: passing in the variable values

 arimportcmd -r $RPC_NUMBER -x $SERVER_NAME -u $USER_NAME -p $PASSWORD -m
 $MAPPING_FILE_NAME -d $MAPPING_DIR -o $LOAD_HOME/$FILE_TYPE/$DATA_FILE -l
 $LOG_FILE_NAME  /dev/null 21


 *Christopher Pruitt*
 Business Consulting III
 Remedy Developer
 BMC Certified Administrator: BMC Remedy AR System 7.6.04
 *HP Enterprises Services
 **christopher.pru...@hp.com
 **www.hp.com* http://www.hp.com/


 *Confidentiality Notice:* This message and any files transmitted with it
 are intended for the sole use of the entity or individual to whom it is
 addressed, and may contain information that is confidential, privileged,
 and exempt from disclosure under applicable law. If you are not the
 intended addressee for this e-mail, you are hereby notified that any
 copying, distribution, or dissemination of this e-mail is strictly
 prohibited. If you have received this e-mail in error, please immediately
 destroy, erase, or discard this message. Please notify the sender
 immediately by return e-mail if you have received this e-mail by mistake.



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Re: Best way to out of service a Mid-tier server

2013-03-05 Thread Steve Kallestad

I very rarely show system messages to the end user.  What makes sense from
a technical perspective very rarely makes sense to an end user.

SOAP Services are automated and it makes sense for Remedy to send errors
the way it does.

Generally, in whatever application I'm putting together I will have a
generic error handler.  Within that error handler there is logic that does
4 things:

1) translates expected error messages to something the user will understand.
2) formats error messages in a manner that works with my end user interface
3) logs the error
4) attempts error recovery and failing that presents the error to an end
user.

You'll get errors form the SOAP library you are using (things like XML
invalid, destination server unavailable), from Remedy (database timeout,
password invalid, plugin server not available), and from the application
(must select item from menu, people record not found).

Every interface is going to have to deal with those errors as cleanly as
possible.

For out of service, there are a few things you can do.

1) You can flag your app to use an alternative server, and barring
availability:
  a) store requests and forward them when availability has returned
  b) alert your end users with a banner that says some functionality is not
currently available
  c) alert end users interactively when they run into problems
  d) bring your application into a not-available state

2) You can alert appropriate staff.
  a) by creating an incident
  b) by sending an SMS Message
  c) by sending an email
  d) by adding a log entry

Also for out of service, there are usually expected down times for
maintenance, upgrades, and whatnot.  Pro-actively addressing that is
obviously a good idea.  Sometimes it's on a schedule, sometimes you can get
the information from a monitoring system, sometimes you can get it directly
from Remedy.

Have a look at: http://php.net/manual/en/language.exceptions.php

Using try/catch will allow you to intercept the SOAP errors before they get
to your end user.

You'll have something like:

try {
  doTheSOAPThing($data);
} catch ($e) {
  raiseThePitchForks($e);
  echo humanFriendly($e-getMessage());
}

There are php.ini settings that will hide error messages from end users.
 Typically, I will show error messages in development and hide them in
production.  That prevents unexpected library errors from reporting too
much about your environment.

http://www.php.net/manual/en/errorfunc.configuration.php#ini.display-errors

A lot of library based errors will hand over information that you don't
necessarily want made public.  Like the name of your database server or
user, installation paths, addresses of internal servers, etc.




On Tue, Mar 5, 2013 at 8:49 AM, L G Robinson n...@ncsu.edu wrote:

 **
 Hi Fred,

 Thanks for your reply. In testing with my dev server, I find the following:

 SoapUI says:

soapenv:Fault
  faultcodesoapenv:Server.userException/faultcode
  faultstringARERR [90] Cannot establish a network connection to
 the AR System server : Connection refused my_ars_server:33000/faultstring
  detail
 ns1:hostname xmlns:ns1=http://xml.apache.org/axis/;
 my_ars_server.ncsu.edu/ns1:hostname
  /detail
   /soapenv:Fault

 In the #status# header I see: HTTP/1.1  500 Internal Server Error


 A PHP program calling a web services says:

 An error occurred while getting the call: SOAP Error: ARERR [90] Cannot
 establish a network connection to the AR System server : Connection refused
 my_ars_server:33000[locutus:~/MyRemedyPHP_API]

 So I guess this is ok in the sense that the PHP recognizes this as a
 failure. I was just curious if anyone was doing anything different to
 provide anything more informative.

 Thanks.
 Larry


 On Mon, Mar 4, 2013 at 2:33 PM, Grooms, Frederick W 
 frederick.w.gro...@xo.com wrote:

 **

 If the ARS Application is down doesn’t the Web Service call result in a
 SOAP Fault with an Unable to connect to server error?

 ** **

 Fred

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *L G Robinson
 *Sent:* Monday, March 04, 2013 1:28 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Best way to out of service a Mid-tier server

 ** **

 ** 

 Hi Folks,

 ** **

 Recently, my DBAs migrated my Remedy Oracle DB to new hardware. This
 activity necessitated an extended outage for my users. Typically, when my
 system will be unavailable for an extended period, I install temporary
 replacements for some HTML and JSP pages so that I can display information
 about the outage and point to status pages, etc.

 ** **

 For my Mid-tier users, I usually replace the index.html file in the
 Tomcat webapps/ROOT/ directory and I also replace the
 webapps/arsys/shared/login.jsp page with a redirect to an information
 page. This all works well.

 ** **

 My question is about the Mid-tier servers that we have designated as part
 of a pool of

Re: Tomcat errors in IE

2013-03-05 Thread Steve Kallestad

I haven't seen that happen myself, but Session already invalidated sounds
to me like the user has logged off.

There are a couple of things that might cause that:

   - The user actually logged off (unlikely, but still...)
   - An administrator released the license (again, unlikely)
   - Someone else (or the same user from a different machine/browser) is
   using the same login and chose the option to override the session (entirely
   possible)
   - The session timed out
   - load balancer configuration does not match the session timeout
   configuration in Midtier (a relatively common configuration miss)

Load balancers can be configured in a number of different ways.  For
MidTier, they should be configured to continue sending the user to the same
server until that user's session ends.

If MidTier session timeouts are 60 minutes, the load balancer should also
be configured for 60 minutes.

If the load balancer is configured for a 30 minute timeout, after 30
minutes it may decide to send the traffic to a different server.

When that happens, the session from the first server doesn't exist on the
second server.

MidTier timeouts are configured in arsys/shared/config/config.jsp
Load Balancer timeouts are usually configured through a web interface on
the load balancer, but 9 times out of 10 there's a network admin who can
check pretty easily when asked.

Normally MT doesn't show a 500 and a stack trace, it will redirect to a
login page though so...

I wonder if there isn't more information in the arerror log showing a
thread crashing.  Barring that, if this is always happening during
approvals, try turning on plugin logging and the approval engine log.

Sorry I couldn't be more helpful, but at least it's a couple of places to
look.


On Tue, Mar 5, 2013 at 5:58 PM, Hodgdon, Paul paul.hodg...@unh.edu wrote:

 **

 Every now and then users are getting HTTP 500 errors using IE.  Most
 recently our CIO was trying to approve something and kept getting
 java.lang.IlleagalStateException: getAttribute: Session already
 invalidated.  Any ideas on how to mitigate these or is this a known error?
 We are on 7.6.04.

 ** **

 [image: Description: Description: Description:
 cid:image001.png@01CB1CFE.724B27B0]

 IT Accounts  ITSM Applications Manager

 University of New Hampshire

 Client Services

 Primary: (603) 862-2377

 Alternate: (603) 862-4242

 paul.hodg...@unh.edu

 http://accounts.unh.edu

 ** **
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Re: Windows Cross Domain SSO

2013-03-05 Thread Steve Kallestad

The way you worded this reminds me entirely too much of the old MCSE exams.
:)

In actuality, you don't really need to do anything.  You can configure AREA
to authenticate from any given AD server, it does not need to reside in
your domain.

Thanks,
Steve

On Tue, Mar 5, 2013 at 6:58 PM, Nathan Brandt nathanrbra...@gmail.comwrote:

 **
 Suppose I have a setup where all ARS users reside in domain A and AR
 Installation (mid-tier, AR Server and Db) are in domain B.

 In order to achieve SSO (Integrated Windows Authentication) for users in
 domain A against mid-tier in domain B what are the pre-requisites in terms
 of domain trusts?

 ~Nathan
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Re: Keyboard Shortcuts in Developer Studio

2013-03-01 Thread Steve Kallestad

A few tips off the top of my head...

For those out there who work on several different instances of developer
studio...

Working lists are defined in workspacedir/WorkingListDefinition.xml

It's a very easy to understand XML file.  You can copy it between
workspaces and machines to have your handy set of working lists available
without recreating them manually.

There's also the Switch Workspace command in the file menu.  That's handy
for when you have a few different focus areas. You can have a different set
of working lists in each workspace.


Window-Preferences is something I don't look at often enough, but it's has
a few options in there that are handy.

Setting default permissions for objects saves all kinds of time and rarely
needs to get changed.  QBE match as well.

I also uncheck the All Views options for screen objects so I can manage
that myself.

One thing that had me going for a while was how to move objects around with
the keyboard.

When you have one selected, hit the period button (.).  Once you've done
that, you can use the arrow keys to reposition.  For finer control, adjust
the Keyboard Move Step Size in Window-Preferences.


And don't dismiss the built-in help.  While there are some areas where it's
a little thin, I'm almost always surprised at how helpful the help actually
is.


When you have a lot of windows open, you can CTRL+SHIFT+E to pop up a
switching utility that you can read all the names and select one.

You can also hit the Select Clean Editors button and Close Selected
Editors to close all of the objects that are saved.


And just for grins, try this.

Ctrl+3, then type New A  It will autocomplete and give you fast access to
create a new active link.


I don't know when Show Fields Not In View button showed up on the outline
list, but that has saved me tons of time.


And lastly, I use AutoHotKey http://autohotkey.com to remap my capslock
key to CTRL.  The three times a year I actually need caps lock, I can
disable it temporarily, but you would be surprised how much of a difference
a little change like that can make.

Thanks,
Steve

On Fri, Mar 1, 2013 at 1:20 AM, Jason Miller jason.mil...@gmail.com wrote:

 **
 Happy March everybody.  Here is a link to the main Dev Studio document on
 the BMC Communities: Developer Studio Tips and 
 Trickshttps://communities.bmc.com/communities/docs/DOC-21662
 .

 We have more content that we'll be adding as well.  If you have a tip or
 trick add a comment to start a dialog or just go ahead and update the
 appropriate document with your knowledge.

 Jason


 On Wed, Jan 23, 2013 at 10:39 PM, Jason Miller jason.mil...@gmail.comwrote:

 Ok, ok.  This Dev Studio Tips and Trick topic keeps coming up.  It is
 like being able to use this tool efficiently is important to people :)

 We were emailing off list earlier this evening and sharing some of our
 most recent discoveries.  Guess it is only fair we let everybody in.

 Joe/Rod, let's set a date.  This way we don't just keep saying it is
 coming (it has been 3 months already).  Is it fair to say we'll publish
 before the end of Feb?  That is a bit over a month.  Maybe we
 can under-promise and over deliver (at with a ver. 1).

 Jason


 On Wed, Jan 23, 2013 at 2:00 PM, Joe D'Souza jdso...@shyle.net wrote:

 It is in the RUG2012 downloads page (which I think is only accessible to
 those that have access to it - participants). Now that you ask where, I
 don't think we have anything ready in the Dev Community as yet. Jason was
 our anchorman with whatever we were collecting so I'll need to circle
 back
 with him - maybe its not yet up there as we were still adding content to
 the
 document as it was not ready for use without the backup of a live
 presentation.

 What we had was good enough for use during a live presentation.

 So wait up on Jason to reply to this one. I'm not sure where we are at
 this
 point.

 Joe

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Ashcraft, Roy W CTR USAF AFWA
 2
 SYOS/SYOE
 Sent: Wednesday, January 23, 2013 2:21 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Keyboard Shortcuts in Developer Studio

 Don't suppose you could point me towards where that might be kept?
 Thanks,
 Roy



 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@arslist.org] On Behalf Of Joe D'Souza
 Sent: Wednesday, January 23, 2013 12:55 PM
 To: arslist@arslist.org
 Subject: Re: Keyboard Shortcuts in Developer Studio

 -- Information from the mail header
 ---
 Sender:   Action Request System discussion list(ARSList)
   arslist@ARSLIST.ORG
 Poster:   Joe D'Souza jdso...@shyle.net
 Organization: Shyle Networks
 Subject:  Re: Keyboard Shortcuts in Developer Studio

 
 ---

 This is a multi-part message in MIME

Re: RequestID of Remedy Group

2013-03-01 Thread Steve Kallestad


 The customer has not taken the time to report this last thing to BMC, as we
 have been able to fix it by editing def-files more or less manually.


I thought I was pretty much the only person who did that.  You have to
laugh a little.  When def files start to make sense, that means you've lost
a LOT of sleep working with remedy.  :)

--Steve

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Re: You do not have permission....(users complain)

2013-02-27 Thread Steve Kallestad

There is no white paper that I'm aware of that explains the why.

But thinking out loud about the subject just a little bit...

One issue is that the person that is assigned the ticket is assumed to be
working the ticket for reporting purposes.  They are credited with the
number of tickets worked and judged by how long they spend and the results
of surveys.

Another issue is that the person assigned the ticket is likely working the
the ticket themselves.  In smaller environments communication is a matter
of mentioning hey, I have a solution over the cubicle wall.  In larger
environments, it's not that easy.

And another one is that there may be a closing out process.  Before sending
a message to the end user, the person responsible for solving the ticket
would want to verify that the issue is resolved and potentially create a
knowledge base article.

Anybody can add a work info history entry, so there's that option.

There's also the option of configuring some end users such that they have
permission to update all tickets.

But as you get the complaints, I would ask the question - why are you
updating someone else's tickets?

It would be better if the tickets were assigned to the people who are
working them.  As mentioned above - you don't want work duplicated, and you
don't want the reports to reflect that some users are more productive than
they actually are.

Just my 2 cents.

Steve

On Wed, Feb 27, 2013 at 1:40 PM, Brittain, Mark mbritt...@navisite.comwrote:

 **

 Hi All,

 ** **

 This winter we started moving to ITSM 7.6.04 from ARS 6.3 which completely
 custom applications. On the Incident and Change all of the fields had the
 Public permission. Anyone could update any Incident or Change regardless of
 assignment.

 ** **

 BMC designed ITSM to be much much more restrictive where you need to right
 Support Group and/or Functional Role to be able to modify an Incident or
 Change. So I am getting a lot of complaints from users about this.
  Incident is assigned to Joe, and Bill worked the issue and can’t
 update/close the Incident because he is not in Joe’s group.

 ** **

 That’s how ITSM works is not really a good answer. I need to be able to
 explain why. Is there a BMC/ITIL document or white paper that explains why
 the permissions are this why?

 ** **

 Thanks

 Mark 

 ** **

 *Mark Brittain*

 Remedy Developer

 ITILv3 Foundation

 *NaviSite – **A Time Warner Cable Company*

 mbritt...@navisite.com

 Office: 315-453-2912 x5335

 Mobile: 315-882.5360

 ** **

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Re: Remedy Integration with other Ticketing systems

2013-02-27 Thread Steve Kallestad

There's no best-practice that's globally correct across all potential
applications.

If there's a canned solution for a particular vendor, then that's the one
to use 9 times out of 10.

Email is good because it has built in store-and-forward and failover
mechanisms.  Email is bad because it introduces points of failure that may
not be in your control and it can be slow.

There are several options, but the most utilized would be geared towards
either Web Services or API level integration - ensuring that server side
workflow processing, permissions structures, etc. are all handled.

Between remedy servers, DSO (Distributed Server Option) is most frequently
used.  On occasion, people just use custom designed workflow.

It's always good practice to utilize an abstraction layer so that an
upgrade on one side of the integration does not necessarily mean an upgrade
on the other side of the integration.

Integrator is based on
Pentahohttp://www.pentaho.com/explore/pentaho-data-integration/ so
that can be used as an integration mechanism as well - although I haven't
played with integrator a whole heck of a lot just yet.


On Wed, Feb 27, 2013 at 7:24 AM, Christine Milton Hall 
christine_milton_h...@pepperidgefarm.com wrote:

 **

 Hi everyone – It is has been a while…



 Looking for some feedback on integrating external ticketing systems with
 our Remedy Environment. (currently 7.5.1, windows platform)



 1.   What is the most common and best practice method?  Right now the
 most requests seem to be requesting the utilization of email notifications
 with other external systems.

 2.   How difficult is it integrate with another non-Remedy
 environment?

 3.   What would be the worst case and best case in work
 effort/duration?

 4.   Is there any pitfalls that I should be aware of if we move
 towards this type of solution?



 Any guidance or thoughts would be greatly appreciated!



 Thanks!

 c

 *


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Re: New custom field oddity

2013-02-26 Thread Steve Kallestad

You bring up a good point.

Flushing the cache from the mid-tier server will force a re-pull of the
object definitions from the Remedy server.

Just hitting save on the Remedy server doesn't necessarily mean that all of
the definitions are updated across the server group.  Each server in the
server group will pick up the changes when it notices, which is not
necessarily immediately.

It very well could be an issue where you are seeing slightly different
versions between the session.

However, there are small differences between the browser interfaces.  I
have never set about itemizing them because the differences are usually
innocuous.  Sometimes they are a bit bigger.  For instance, with one
release of mid-tier you can only multi-select table fields in certain
browsers.  This could be a situation where with this particular version of
midtier behaves slightly differently between browsers.

I just re-verified.  I have no problem seeing or copying read only fields.
 The behavior described sounds like a disabled field rather than a
read-only field.

Is this behavior being exhibited across other read only fields or just this
one?

I would do things like:

* re-creating the field from scratch (no copy/pasting)
* moving the field around
* deleting the functionality, clear the cache, go get coffee.  Recreate it,
go get coffee, flush midtier, flush browser cache, reboot my pc, try again.
* check client side logs to verify that there's no unexpected changes to
the field by workflow.
* spend some time querying the KB and reading release notes.  (maybe this
should be earlier in my process :) )
* having a look at things in something like firebug.


On Tue, Feb 26, 2013 at 4:40 PM, Rick Westbrock rwestbr...@qmxs.com wrote:

 Have you tried accessing the form with multiple user accounts? I have
 recently seen that sometimes when making a change to form fields that some
 users will see the change and others won't if only a simple MT cache flush
 has been done. We now stop Tomcat, delete the cache files and restart
 Tomcat
 to effectively rebuild the cache from scratch instead of just refreshing
 it.
 This seems to have resolved the seemingly arbitrary issues we were seeing
 for one subset of users one time, then a different subset of users another
 time.

 -Rick


 ___
 Rick Westbrock
 QMX Support Services


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
 Sent: Tuesday, February 26, 2013 3:36 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: New custom field oddity

 Ron,
 What version of Remedy and what version of Mid-Tier are you running?

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
 Sent: Tuesday, February 26, 2013 4:28 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: New custom field oddity

 **

 After some more testing, I can rule out the AL. I simply created a new
 character field on both forms, gave them a default value, gave them
 'display' for their entry modes, and changed their name/display from
 'character field' to 'test field'. I added them both to their respective
 'work detail' tabs in an open space for visibility.



 Flushed cache.



 In Chrome/FF, when creating a new record, the field on HPD:Help Desk has
 it's default value that can be highlighted/copied/pasted etc. The field on
 CHG:Infrastructure Change can do no such thing though it is accessible
 within IE.



 I'm still pretty green at this but that just seems stupid. Am I missing a
 setting?



 Thoughts?



 Thanks.



 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
 Sent: Monday, February 25, 2013 3:16 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: New custom field oddity



 **

 Did you flush your MidTier cache after you added the field?



 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
 Sent: Monday, February 25, 2013 10:57 AM
 To: arslist@ARSLIST.ORG
 Subject: New custom field oddity



 **

 Hi all,



 I created a new field on both the HPD:Help Desk and CHG:Infrastructure
 Change forms. They are both similar in that they are read-only display
 fields. Each one has an active link that gives the field its value. The AL
 is working fine as the value is correct on both. The issue I'm having is
 browser based. Both fields work correctly in IE. However, Only the INC
 field
 works in FF and Chrome. The field is there and visible, but I'm unable to
 interact with it. I can't select/highlight/copy the field contents in those
 browsers.



 Any thoughts why one field works but not the other? Is there some setting
 that I'm missing?



 Thanks in advance,

 Ron

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Re: Help with identifying process id for a specific arserverd Thread on linux

2013-02-25 Thread Steve Kallestad

Honestly, I never really track things down to a particular thread, so I
don't know if this will help...

ps xjf


will show a tree of processes.  But if the thread pid isn't matching the
tid in the logs I don't know where else to look.

maybe...
ps -eLf
or
ps axms

Sorry, but I figured an attempt to help would be better than I know some
of these words.  Not much better, but better. :)

Steve

On Mon, Feb 25, 2013 at 12:05 PM, Campbell, Paul (Paul) p...@avaya.comwrote:

 **

 OK ARSystem Linux gurus out there, I am moving to RHEL6 from Solaris 9 and
 on Solaris I could run a prstat -L -p arserverd pid and it would give me
 the arserverd/threadID of the top cpu using thread, I could then look at
 the arthread log and see which tid that thread would be in the filter/sql
 log file to try and find out what that thread was doing.  Now that we are
 on RHEL Linux, we don’t have prstat, I have to use top and press shiftH
 to get the per thread cpu usage, but on Linux, each LWP has its own process
 ID, so I can’t figure out how to tie a high running thread pid with the
 thread tid in arthread log or filter/sql logs.  I tried ps -C arserverd -m
 -o pid,tid,pcpu, but the tid column showed me the process id from top.  I
 even looked at /proc/pid/status and it showed pid and tgid as the same
 and nothing matched what I saw in the arthread.log.  Ideas?
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Re: T123 and User_Cache tables

2013-02-20 Thread Steve Kallestad

User_Cache is a cache table that remedy uses internally, TXXX is the data
table that holds the data from the user form.

Don't interact with the user_cache table directly.  There are utilities for
interacting with the cache if it ever becomes necessary (arreload and
arcache).


On Wed, Feb 20, 2013 at 1:38 AM, Yogesh Ketkar
yogesh.ket...@vyomlabs.comwrote:

 **

 Hello,

 ** **

 I am relatively new to ARS. I just stumbled upon two tables in the schema
 T123 ( obtained from the query *select * from arschema where name = 'User'
 *) and User_Cache. Both seem to contain more or less, same information
 about users created in ARS. Table attached to user form looks to be T123.
 So the question is what is table User_Cache doing?

 ** **

 Regards, Yogesh

 ** **
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Re: Computer User Agent?

2013-02-20 Thread Steve Kallestad

I'm popping in late here, but rather than calling another server side
script, you can leverage navigator.UserAgent in javascript.

There's are also other properties that can be accessed:
 navigator.platform
 navigator.appVersion
 navigator.appName

Just a thought.
Thanks,
Steve


On Tue, Feb 19, 2013 at 2:15 PM, William Rentfrow 
wrentf...@stratacominc.com wrote:

 **

 Hi all -

 ** **

 We've had a request to allow approvals in CM 7.6.04 (same ARS version) via
 mobile devices.  All mobile devices we have can access our regular MT page
 but we are probably going to provide a light version of Approval Central
 for those users with a new URL.

 ** **

 We were also asked if we could capture statistics on the type of devices
 -typically this would be the user agent of the remote device to the Web
 server.

 ** **

 I have NO idea if we can track that in Remedy - has anyone ever been able
 to capture the device type automatically within Remedy from a MT?  Is there
 some way to do 

 ** **

 William Rentfrow

 wrentf...@stratacominc.com

 Office: 715-204-3061

 Cell: 715-398-5056

 ** **
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Re: How to increase java heap size in tomcat on Solaris

2013-02-19 Thread Steve Kallestad

There is a script in $CATALINA_HOME/bin/setenv.sh

There is a minimum heap size and a maximum heap size.

in that file, you'll see some lines similar to this:

export CATALINA_OPTS=$CATALINA_OPTS -Xms512m -Xmx2048m

-Xms is the minimum heap size.  -Xmx is the maximum heap size.

If the setenv.sh file is not present, you can simply create it.  The
catalina script will look for it and call it if it is present.

Don't set the minimum and maximum to the same number.  That causes problems
with the garbage collector.

--
Steve Kallestad


On Tue, Feb 19, 2013 at 6:29 AM, Rajesh Nair rajesh.nair@gmail.comwrote:

 **

 How to increase java heap size in tomcat 6.0 on Solaris
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Re: Alternate Approvers by Product Name

2013-02-19 Thread Steve Kallestad

It's been a while since I dove into the approval engine, but...

You have a few options:

1) Set up a separate approval process.  Approvers can be limited to a
specific process OOTB.

2) Set up multiple accounts for the executive and send some approvals to
one account, some approvals to the other based on Product.  This isn't very
clean.

3) Add fields and workflow as overlays to AP:DetailSignature that
referenced a lookup table for secure and non-secure products.  There is
still a chance that an upgrade would be problematic, but there's no problem
with using overlays to minimize the future disruption.  Sounds like you
were trying to avoid this route, but as long as the concept remains
simple...


Thanks,
Steve


On Tue, Feb 19, 2013 at 6:58 AM, Pierson, Shawn shawn.pier...@sug.comwrote:

 **

 Good morning,

 ** **

 I’ve been asked to investigate how we would be able to provide the ability
 to set up alternate approvers for specific Product Names, not just for a
 specific approval process.  The only option I can think of is likely to be
 an ugly looking customization since BMC historically wipes out the approval
 engine with their patches.  Have any of you had to meet this requirement
 and found a way to do it without customization?

 ** **

 The basic requirement is that let’s say you have an approver who is the
 CFO that approvers AP and GL application changes.  However, that CFO would
 like to have one director set up as his alternate for AP, and a different
 director set up as his alternate for GL.  Let’s assume there is some
 regulatory reason (I’ve not heard of one, just inventing something off the
 top of my head) why you can’t allow non-officers to be capable of doing the
 approvals for both.

 ** **

 Thanks,

 * *

 *Shawn Pierson *

 Remedy Developer | Energy Transfer

 ** **
  Private and confidential as detailed 
 herehttp://www.energytransfer.com/mail_disclaimer.aspx.
 If you cannot access hyperlink, please e-mail sender.
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Re: Webservice Port

2013-02-18 Thread Steve Kallestad

The best practice is to have a unique name for each port.

In general, the port name is based on the name of the web service.  You'll
see that a lot in the out of the box web services.  There are also a couple
that have arbitrary names like Port

The name has to be unique to the WSDL, not the environment, so you can get
away with re-using a port name across multiple remedy web services.

Spend some time considering the naming convention that you will follow.
 You may want to include a version indicator, a reference to the functional
purpose of the service, or a reference to any number of other things.  Once
you publish, changing the name could pose a problem for consumers of the
service.

--
Steve


On Mon, Feb 18, 2013 at 4:00 AM, Ramy S. Ayoub ramyay...@gmail.com wrote:

 ** All

 When creating new Web Service which port should be considered , do we need
 to change the port for each WSDL we are creating or we should use default

 Version 7.6.04



 --

 *Ramy Ayoub*
 Products and Service Delivery

 Business Process Automation

 Vodafone – Egypt

 Phone: +20100441441
 Email: ramy.ay...@vodafone.com

 Smart Village,

 Vodafone-Egypt C2 Building
 Cairo/Alex – Desert Road

 KM28, Smart Village








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Re: How to transmit data from external application to Remedy

2013-02-17 Thread Steve Kallestad

Remedy has built in SOAP web services.  You have to define them.  Security
credentials are passed via the SOAP content which is usually over https.
 Certificate authentication is not supported out of the box.

Other than that, there is an officially distributed Java API and a C API
that come along with the AR System installation.

There is a .net api available on the BMC Communities site.
https://communities.bmc.com/communities/docs/DOC-6013 (version 7.6.4),
https://communities.bmc.com/communities/docs/DOC-2062 (version 7.1),
https://communities.bmc.com/communities/docs/DOC-22613 (version 8)

Those links require a BMC Communities account, I believe.

There are other options.  As Aditya mentioned, you should review the
Integration Guide, which is part of the base set of documentation.  It's
officially distributed via the BMC Support site, but if you don't have easy
access to that, googling should provide you with a pdf link.  It's
generally version specific.

Also, have a look at this link:
https://communities.bmc.com/communities/docs/DOC-17512

Thanks,
Steve

On Sun, Feb 17, 2013 at 10:21 AM, SUBSCRIBE arslist Aditya Sharma 
heloits...@gmail.com wrote:

 You can  try to Explore the integration guide for API options.

 --Original Message--
 From: Mr. Tee
 Sender: Action Request System discussion list(ARSList)
 To: arslist@ARSLIST.ORG
 ReplyTo: arslist@ARSLIST.ORG
 Subject: How to transmit data from external application to Remedy
 Sent: Feb 15, 2013 3:15 PM

 Hi Everyone,

 We have an external application outside BMC Remedy, which is developed
 in .NET C-Sharp and running in a browser.

 In this application we have already loaded a Remedy form in a web
 browser control.

 The challenge now is that we want to transmit data from the external
 application to a field in the BMC Remedy form.

 It must NOT be done via an URL with parameters, so we think that we
 need to use some JSP  or c# script.

 Please help?

 Thanks in advance.

 Kind regards,

 Mr. Tee


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Consuming Sharepoint data via Web service

2012-11-26 Thread Steve McDonald

Hello all,

I can find lots on Sharepoint consuming Remedy Web services but not the
other direction.  Can anyone help me get this set up? I'm on 7.6, all
Microsoft.

Thanks in advance!

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Incident Template Loading Slowly

2012-11-06 Thread Steve McConnell

Hi,
We are using 7.6.04 sp2 and SQL 2008 on a virtual machines. We have a seperate 
DB, APP and Web server.
The client is a Windows 7 with IE 9. Window XP with IE 8 doesn't hav any 
problem.

The problem we are having:
When creating an Incident Ticket from a template (we have 80 templates) the 
template list takes a very long time to come up. After selecting a template it 
takes another long time to load the fields.

We found that when we disable the Shockwave Flash Object the system is 
extremely fast and the templates load very fast. 
The BMC desk had us bring our client up in safe mode with networking and said 
if it was fast then it was something wrong with the client probably. It was 
fast in this mode.

Anyway, Wondering if anyone has run into this issue.
Thanks
Steve Mcc

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[JOB] Full Time BMC Remedy ITSM Developer – Washington, DC area

2012-10-29 Thread Steve

Full Time BMC Remedy ITSM Developer – Washington, DC area
Mid-Level to Senior Remedy Developer experienced with ITSM 7.6.04 
Perform a Gap Analysis to review the existing systems and documentation of 
both SIPRNET and SBU systems and identify areas where requirements and Remedy 
system capabilities are different between the two systems.  

Develop project plan for SRM Module implementation and begin executing 
accordingly on both systems

Upgrade to Remedy ITSM 8.0

Requirements 
* Department of Defense Secret Clearance
* Min 3-5 years of BMC Remedy ITSM administration/development experience
* Proficient with BMC Remedy Action Request System, ITSM Suite, Mid-Tier, MSSQL
* Familiarity with SSO
* Ability to develop complex reports using Crystal Reports.
* Experience with Help Desk/ Asset/ Change/Problem Management and SRM 
applications
* Experience with CMDB 
* Effective Customer support skills
* Excellent organization and communication skills
* Must be able to work independently

Qualified candidates, please send a resume (in Word format) to 
st...@psresearch.net

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[JOB] Full Time BMC Remedy ITSM Administrator/Developer – San Diego

2012-10-29 Thread Steve

Full Time BMC Remedy ITSM Administrator/Developer – San Diego
Mid-Level Remedy Administrator/ Developer experienced with ITSM 7.6.04 
Support and maintain recently upgraded Remedy ITSM 7.6.04 system providing code 
fixes and enhancements.  Prepare and upgrade an additional Remedy system from 
ARS 7.0.01/ITSM 6 to ARS/ITSM 7.6.04. Both systems are on MS platforms and one 
integrates with SharePoint. Knowledge of Single Sign On with CAC is desired.  
The successful candidates will have experience with ITSM 7.6.4 configuring 
companies, login accounts, support groups, categorizations, locations, assets, 
notifications, etc.  Translate ongoing customer requirements into Remedy 
customizations into code while maintaining system integrity.
Requirements 
* Department of Defense Secret Clearance 
* Min 3-5 years of BMC Remedy ITSM administration/development experience
* Proficient with BMC Remedy Action Request System, ITSM Suite, Mid-Tier, MSSQL
* Familiarity with MS SharePoint, Java, SSO, DSO, Stunnel
* Ability to develop complex reports using Crystal Reports.
* Experience with Help Desk/ Asset/ Change Management and SLM applications
* Experience using Developer Studio
* Effective Customer support skills
* Excellent analytical and problem-solving skills
* Excellent organization and communication skills

Qualified candidates, please send a resume (in Word format) to 
st...@psresearch.net

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Re: Write Access Permissions Error Submitting SRM On Behalf Of

2012-08-11 Thread Steve Baumann

To the 'write access error', there does seem to be a bit of conflict or at 
least confusion in the documentation. The statement in your original post, An 
individual with a BMC Remedy AR System Read license can act on-behalf-of 
another individual, group, or company. is a true statement but only if they 
happen to be the first person to do this for the 'other' entity. Subsequest 
read-only licensed individuals who try to perform an on-behalf-of action for 
that entity will get an error. As was stated earlier, the first action creates 
an entry in ENT:Enttitlement Generate QUAL/CACHE form, but the second person 
receives the error when updating this record. This is standard age-old ARS 
licensing behavior.

There is another note on page 19 of the SRM User's Guide that states: Users 
who are allowed to submit requests on behalf of another user must be assigned a 
fixed or floating license so that they can manage the requests after submitting 
them on behalf of the other user. So, in one place we're told only a RO 
license is needed, then in another we're told a Write license is needed (at 
least to 'manage' the requests). Based on the fact that users need to modify a 
record created by a different user, Write license wins.

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Re: Question : Remedy Migrator.

2012-06-05 Thread Steve McConnell

I am currently migrating data from 7.5 to 7.6
If versions are the same the mapping is simple, just automap.
If versions are not the same, you will need to map the fields manually.
But it will migrate from different versions.

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Re: OT: Using ITSM Workflow to Manage Custom Apps (was Using ITSM Support Groups with AR System Roles)

2012-05-29 Thread Steve McConnell

Mark,
I think what you need to do is go to the Group form (not the support group 
form) and find your Group ID number.
Change the Group Name to the Long Group Name (just the last part, the text).
Not sure if this helps, but we have created alot of our own forms and used the 
permssions and Support Groups to control record access.
Steve

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Re: Where does the 'Menu Name' attribute go?

2012-04-19 Thread Steve McDonald

It just seemed hit or miss when the attribute was displayed.  I uninstalled
all remedy apps and reinstalled all the latest versions and patches and
everything seems better.

On Thu, Apr 12, 2012 at 7:07 AM, Jon Slaven jon.sla...@amway.com wrote:

 Not quite sure what you're asking... do you want to know how to create a
 menu on a field? (Attributes - Selections)  Or attach a menu from Menus to
 a field?  (Attributes - Menu Name)


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Dev Studio Layout WinXP vs Win7

2012-04-19 Thread Steve McDonald

Hello All,

When I transitioned to Windows 7 the font and layout of the fields on all
my forms is messed up. Nothing is lined up and the fonts are too big.  I am
an a docked laptop with two monitors that only go up to 1280x1024 but this
happens when i'm just on the laptop whish has a very nice size screen and
goes much smaller in resolution.

Any suggestions where this can be adjusted?

Thanks in advance!

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Where does the 'Menu Name' attribute go?

2012-04-11 Thread Steve McDonald

Hi All,

I'm slowly coming up to speed with DS and can't seem to figure out where
the Menu Name attribute goes on a random basis. Is it a problem with forms
from older versions?  I tried exporting and importing in the hopes the
attribute would appear.  No dice.

Words or wisdom?

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JOB: Remedy ITSM Administrator (San Diego)

2012-04-04 Thread Steve Ferrari

BMC Remedy ITSM Administrator

Immediate opening is available for BMC Remedy Administrator to work with a 
small company contracting with the U.S. Navy.  Currently maintaining 2 Remedy 
Systems ARS7.0 ITSM 6 and upgrading to ITSM 7.6.4 on MS Server 2008 with MSSQL 
2008 on separate servers.  We have a current need for key person to help with a 
smooth migration over to the upgrade system while maintaining the current 
system.
The successful candidate will have experience with ITSM 7.6.4 configuring 
companies, login accounts, support groups, categorizations, locations, assets, 
notifications, etc.  Some Remedy development experience using Remedy Developer 
Studio desired.

Requirements 

* Department of Defense Secret Clearance or ability to obtain clearance
* Min 2 years of BMC Remedy ITSM administration experience minimum 7.5
* Technical experience with BMC Remedy Action Request System, ITSM Suite, 
Mid-Tier, MSSQL
* Knowledge of Help Desk/ Asset/ Change Management and SLA applications
* Ability to develop complex reports using Crystal Reports is desired but not 
required.
* Familiarity with MS SharePoint and Single Sign On systems a plus!
* Junior Developer Experience using Developer Studio a plus!
* Excellent analytical and problem-solving skills
* Excellent organization and communication skills

Qualified candidates please send a resume (in Word format) to 
st...@psresearch.net 

**Both full time and contract candidates encouraged to apply but sorry, NO H1B 
or Sponsorship **


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JOB:Remedy ITSM Administrator

2012-04-04 Thread Steve Ferrari

BMC Remedy ITSM Administrator

Immediate opening is available for BMC Remedy Administrator to work with a 
small company contracting with the U.S. Navy.  Currently maintaining 2 Remedy 
Systems ARS7.0 ITSM 6 and upgrading to ITSM 7.6.4 on MS Server 2008 with MSSQL 
2008 on separate servers.  We have a current need for key person to help with a 
smooth migration over to the upgrade system while maintaining the current 
system.
The successful candidate will have experience with ITSM 7.6.4 configuring 
companies, login accounts, support groups, categorizations, locations, assets, 
notifications, etc.  Some Remedy development experience using Remedy Developer 
Studio desired.

Requirements 

* Department of Defense Secret Clearance or ability to obtain clearance
* Min 2 years of BMC Remedy ITSM administration experience minimum 7.5
* Technical experience with BMC Remedy Action Request System, ITSM Suite, 
Mid-Tier, MSSQL
* Knowledge of Help Desk/ Asset/ Change Management and SLA applications
* Ability to develop complex reports using Crystal Reports is desired but not 
required.
* Familiarity with MS SharePoint and Single Sign On systems a plus!
* Junior Developer Experience using Developer Studio a plus!
* Excellent analytical and problem-solving skills
* Excellent organization and communication skills

Qualified candidates please send a resume (in Word format) to 
st...@psresearch.net 

**Both full time and contract candidates encouraged to apply but sorry, NO H1B 
or Sponsorship **

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Re: SRM Read-Only Questions

2012-03-14 Thread Steve Baumann

Hi, Mo. If they have to acknowledge the information, then it really can't be 
read only, right? You can have a question (your disclaimer) and an answer 
(their acknowledgement) but then not do anything with it. You don't have to map 
it to the back end fullfillment form.

Steve B.

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Re: ODBC not returning the expected values from Incident form

2011-10-10 Thread Steve McDonald

I've discovered a problem that seems to stem from the Office 2010 version of
MS Query's interaction with the ODBC.

A basic full table grab will not return att rows if certain fields ar
included in the query.  Remove those and att rows are returned.  I tried
adding a where required field is not null  clause and get the same
results  3k of 14k rows.  The same query via user tool brings back all the
rows as expected.

Kinda messes up reporting.

On Wed, Aug 3, 2011 at 9:47 AM, Elry elryal...@gmail.com wrote:

 ARODBC Can return odd things if there is no WHERE clause.

 Even if the WHERE clause returns all entries.


 On Aug 2, 8:42 am, Jonas Stumph stevnsvig jo...@stevnsvig.com wrote:
  Hi again, I'll try not to hit ctrl+enter again... sorry for the triple
  posts.
 
  I am still fiddling with this problem, concering ARODBC and the number
  of records to be returned.
 
  I and querying the incident form on a server with 12000 records, and
  getting very big variations in how many records are being returned. I
  started in excel, and moved to VBscript to
  1) ascertain whether it was an excel or ARODBC error.
  and
  2) to be able to correct and experiment faster than waiting for the GUIs
 in the ODBC system in excel to refresh.
 
  I have tried several different variations of where clauses, as previously
 suggested (eg. WHERE Incident_Number  'ThisOldString') but to no avail.
 
  BMC support is misunderstanding me, and thinks that I am trying on
 different databases, wih different numbers of records, so I have tried to
 clarfy my query to them.
 
  Does anyone else have any ideas of what else I can try?
 
  Best regards, Jonas Stevnsvig
 
  ** SELECT with approximately 60 records returned, of 12000 total
  SELECT
*
  FROM
HPD_Help_Desk
  ORDER BY
Incident_Number DESC
 
  ** SELECT with approximately 1000 records returned, of 12000
 total
  SELECT
Incident_Number,
Product_Categorization_Tier_1,
Product_Categorization_Tier_2,
Product_Categorization_Tier_3,
First_Name,
Last_Name,
Site,
Status,
Priority,
Assignee,
Assigned_Group,
Assignee_Login_ID,
Categorization_Tier_1,
Categorization_Tier_2,
Categorization_Tier_3,
Corporate_ID,
Reported_Source,
Service_Type,
Submit_Date,
Submitter
  FROM
HPD_Help_Desk
  ORDER BY
Incident_Number DESC
 
  ** SELECT with approximately 9500 records returned, of 12000
 total
  SELECT
Incident_Number,
Product_Categorization_Tier_1,
Product_Categorization_Tier_2,
Product_Categorization_Tier_3,
First_Name,
Last_Name,
Site,
Status,
Priority,
Assignee,
Assigned_Group,
Assignee_Login_ID,
Categorization_Tier_1,
Categorization_Tier_2,
Categorization_Tier_3,
Corporate_ID,
Reported_Source,
Submit_Date,
Submitter
  FROM
HPD_Help_Desk
  ORDER BY
Incident_Number DESC
 
** SELECT with 12000 records returned, of 12000 total
  SELECT
Incident_Number,
Product_Categorization_Tier_1,
Product_Categorization_Tier_2,
Product_Categorization_Tier_3,
First_Name,
Last_Name,
Site,
Status,
Priority,
Assignee,
Assigned_Group,
Assignee_Login_ID,
Corporate_ID,
Reported_Source,
Submit_Date,
Submitter
  FROM
HPD_Help_Desk
  ORDER BY
Incident_Number DESC
 
 
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Conversion from Informix to SQLServer or Oracle?

2010-10-07 Thread Steve McDonald

Has anyone done a conversion from Informix to SQLServer?  Since BMC will no
longer support Informix after 7.6.3 I need to take the leap away from
Informix.

Any advice appreciated.

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Re: Problems Installing 7.5 on Solaris/Informix

2010-06-16 Thread Steve McDonald

Turns out I'm using an incompatible Informix client.  I looked at the
compatibility matrix when I started the upgrade process and saw that for
Informix on solaris the minimum db version is 10.  I have that db on my db
server and used the v10 client on my app server to upgrade to ARS v7.1 last
year so I figured I was good.

Not so fast grasshopper!

I'm being told by BMC that only v9.2 of the Informix client is compatible
and that is why it's failing.  My DBA says 9.2 is no longer supported by
Informix and is about 5 years old.  The reason I'm upgrading to 7.5 is
because for support reasons we are upgrading to Informix 11 and ARS v7.1
isn't compatible with v11.  This is such crap

On Tue, Jun 15, 2010 at 3:11 PM, Donald Morton d1mo...@gmail.com wrote:

 This may be something that your Informix DBA may be able answer better.

 I would get the exact SQL used to connect from the install's sql.log
 (usually this is in a temp directory. /usr/tmp maybe?). Send the connect
 line and the error message to a dba expert, and they'll likely be able to
 tell you something.

 Are you running dbaccess as the same user that Remedy is starting up as?




 On Jun 14, 2010, at 4:00 PM, Joe D'Souza jdso...@shyle.net wrote:

 That's a great question.. Also along with the install log in the same
 directory there is another log which has a little more verbose than the
 install log. You may want to check all those logs that get generated on
 that
 directory..

 Joe

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org]on Behalf Of Grooms, Frederick W
 Sent: Monday, June 14, 2010 5:49 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Problems Installing 7.5 on Solaris/Informix


 Is there an SQL log (probably in the same place as the install log)?

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Steve McDonald
 Sent: Monday, June 14, 2010 4:45 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Problems Installing 7.5 on Solaris/Informix

 ** It's an upgrade and the system works fine.
 On Mon, Jun 14, 2010 at 2:35 PM, Joe D'Souza jdso...@shyle.net wrote:
 **
 Steve,

 Is this a fresh install? Or an upgrade? If its a fresh install, there
 technically should be no config files available unless you copied one from
 some other environment? In which case you will need to edit the
 configuration information manually on that one to point to the dev
 instance
 of the database.

 If it is an upgrade you are attempting, does the system currently stop or
 start with no problems?

 Joe
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org]on Behalf Of Steve McDonald
 Sent: Monday, June 14, 2010 5:24 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Problems Installing 7.5 on Solaris/Informix
 **
 I probably wasn't clear enough.  This is during the install process, right
 after inouting the database info.  It trys to connect and throws the
 Could
 not connect message.  I looked at the 7.1 install logs and the install
 never asked for 'AR System Server DB Login ID or the password.  I'm sure
 it
 pulled the connection info from the onconfig file.  That would be the
 correct thing to do.
 On Mon, Jun 14, 2010 at 11:40 AM, Joe D'Souza jdso...@shyle.net wrote:
 **
 Steve,

 Put the AR Server in a startup debug mode and then try to restart.. This
 is
 done by adding the flag -s (or -d I don't recall clearly) in the
 armonitor.conf file. Check for details on setting that flag on the AR
 Configuration Guide..

 The server when in a debug mode during startup, writes additional logs to
 a
 file that gets created in the server directory. That file may have more
 information on why the startup fails..

 Cheers

 Joe
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org]on Behalf Of Steve McDonald
 Sent: Monday, June 14, 2010 2:30 PM
 To: arslist@ARSLIST.ORG
 Subject: Problems Installing 7.5 on Solaris/Informix
 **
 I am trying to upgrade ARS on my dev server which connects to a remote
 database server.  I'm getting Cannot connect to the Informix server
 error.  Install log only says SET PROPERTY
 VALIDATION_ERROR_RESULT],Detail=[INFORMIX_CONNECTION_ERROR] and no
 details.  Informix logs show nothing.

 I can use dbaccess from my app server to access the db on the remote db
 server.  I can also telnet using the specific port the Informix client
 uses
 to communicate(telnet suncoast 1721).

 I threw everything over to BMC Support but the response time is killing
 me.
 I go on vacation Tursday morning and I'd really like to have the dev
 server
 conquered before I go.

 Thanks!

 Steve McDonald
 App server - Solaris 10
 Database server - Informix 10 on Solaris 10


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Re: Problems Installing 7.5 on Solaris/Informix

2010-06-16 Thread Steve McDonald

Not according to BMC.  v9.2 of the client is the only supported version.
Like I said, I used v10 of the Informix client to install ARS v7.1 and had
no problems.  Forsome reason that exact client cannot connect(withing the
7.5 installer) to the db.  I can use dbaccess just fine.

I recieved an email that I've been escalated so I'll wait for contact and
see where this goes.


On Wed, Jun 16, 2010 at 10:27 AM, Grooms, Frederick W 
frederick.w.gro...@xo.com wrote:

 **

 As long as you are using the correct client the ARS 7.1 server should work
 with the higher level Informix db.



 *From:* Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org] *On Behalf Of *Steve McDonald
 *Sent:* Wednesday, June 16, 2010 11:19 AM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Problems Installing 7.5 on Solaris/Informix



 **

 Turns out I'm using an incompatible Informix client.  I looked at the
 compatibility matrix when I started the upgrade process and saw that for
 Informix on solaris the minimum db version is 10.  I have that db on my db
 server and used the v10 client on my app server to upgrade to ARS v7.1 last
 year so I figured I was good.



 Not so fast grasshopper!



 I'm being told by BMC that only v9.2 of the Informix client is compatible
 and that is why it's failing.  My DBA says 9.2 is no longer supported by
 Informix and is about 5 years old.  The reason I'm upgrading to 7.5 is
 because for support reasons we are upgrading to Informix 11 and ARS v7.1
 isn't compatible with v11.  This is such crap

 On Tue, Jun 15, 2010 at 3:11 PM, Donald Morton d1mo...@gmail.com wrote:

 This may be something that your Informix DBA may be able answer better.

 I would get the exact SQL used to connect from the install's sql.log
 (usually this is in a temp directory. /usr/tmp maybe?). Send the connect
 line and the error message to a dba expert, and they'll likely be able to
 tell you something.

 Are you running dbaccess as the same user that Remedy is starting up as?





 On Jun 14, 2010, at 4:00 PM, Joe D'Souza jdso...@shyle.net wrote:

 That's a great question.. Also along with the install log in the same
 directory there is another log which has a little more verbose than the
 install log. You may want to check all those logs that get generated on
 that
 directory..

 Joe

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org]on Behalf Of Grooms, Frederick W
 Sent: Monday, June 14, 2010 5:49 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Problems Installing 7.5 on Solaris/Informix


 Is there an SQL log (probably in the same place as the install log)?

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Steve McDonald
 Sent: Monday, June 14, 2010 4:45 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Problems Installing 7.5 on Solaris/Informix

 ** It's an upgrade and the system works fine.
 On Mon, Jun 14, 2010 at 2:35 PM, Joe D'Souza jdso...@shyle.net wrote:
 **
 Steve,

 Is this a fresh install? Or an upgrade? If its a fresh install, there
 technically should be no config files available unless you copied one from
 some other environment? In which case you will need to edit the
 configuration information manually on that one to point to the dev instance
 of the database.

 If it is an upgrade you are attempting, does the system currently stop or
 start with no problems?

 Joe
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org]on Behalf Of Steve McDonald
 Sent: Monday, June 14, 2010 5:24 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Problems Installing 7.5 on Solaris/Informix
 **
 I probably wasn't clear enough.  This is during the install process, right
 after inouting the database info.  It trys to connect and throws the Could
 not connect message.  I looked at the 7.1 install logs and the install
 never asked for 'AR System Server DB Login ID or the password.  I'm sure
 it
 pulled the connection info from the onconfig file.  That would be the
 correct thing to do.
 On Mon, Jun 14, 2010 at 11:40 AM, Joe D'Souza jdso...@shyle.net wrote:
 **
 Steve,

 Put the AR Server in a startup debug mode and then try to restart.. This is
 done by adding the flag -s (or -d I don't recall clearly) in the
 armonitor.conf file. Check for details on setting that flag on the AR
 Configuration Guide..

 The server when in a debug mode during startup, writes additional logs to a
 file that gets created in the server directory. That file may have more
 information on why the startup fails..

 Cheers

 Joe
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org]on Behalf Of Steve McDonald
 Sent: Monday, June 14, 2010 2:30 PM
 To: arslist@ARSLIST.ORG
 Subject: Problems Installing 7.5 on Solaris/Informix
 **
 I am trying to upgrade ARS on my dev server which connects to a remote
 database

Re: ARS 7.5 and MidTier sharing the same hardware?

Thanks for the input.  Since it's a resource issue and not a compatibility
issue I think I'll do same box for dev/qa the seperate for production so
that when v8 comes, I'll be ready as James suggested.

On Wed, Jun 9, 2010 at 8:17 AM, jham36 jha...@gmail.com wrote:

 You might as well build another box now for the mid-tier.  You will
 need it for when the User Tool goes away.

 James

 On Jun 8, 7:43 pm, Axton axton.gr...@gmail.com wrote:
  The main issues have to do with contentions on resources, such as memory,
  cpu cycles, and storage.  Depending on the hardware you have and the
 current
  and projected utilization, you may not have any issues.
 
  Axton Grams
 
  These statements represent my opinion and nothing more.
 
  On Tue, Jun 8, 2010 at 3:46 PM, Steve McDonald 
 s.mcdonald.arsl...@gmail.com
 
   wrote:
   **
   The install manual only recommends you don't.  What are the
 consequences if
   I do?  We don't heavily use the midtier so if I don't have to hassle
 with
   more equipment I'd rather not.  I already have seperate application and
   database hardware.
 
   Thanks in advance for your insight.
 
   Solaris 10
   Informix 10
   Upgrading from v7.1 to v7.5
   _attend WWRUG10www.wwrug.comARSlist: Where the Answers Are_
 
 
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Problems Installing 7.5 on Solaris/Informix

I am trying to upgrade ARS on my dev server which connects to a remote
database server.  I'm getting Cannot connect to the Informix server
error.  Install log only says SET PROPERTY
VALIDATION_ERROR_RESULT],Detail=[INFORMIX_CONNECTION_ERROR] and no
details.  Informix logs show nothing.

I can use dbaccess from my app server to access the db on the remote db
server.  I can also telnet using the specific port the Informix client uses
to communicate(telnet suncoast 1721).

I threw everything over to BMC Support but the response time is killing me.
I go on vacation Tursday morning and I'd really like to have the dev server
conquered before I go.

Thanks!

Steve McDonald
App server - Solaris 10
Database server - Informix 10 on Solaris 10

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Re: Problems Installing 7.5 on Solaris/Informix

I probably wasn't clear enough.  This is during the install process, right
after inouting the database info.  It trys to connect and throws the Could
not connect message.  I looked at the 7.1 install logs and the install
never asked for 'AR System Server DB Login ID or the password.  I'm sure it
pulled the connection info from the onconfig file.  That would be the
correct thing to do.

On Mon, Jun 14, 2010 at 11:40 AM, Joe D'Souza jdso...@shyle.net wrote:

 **
 Steve,

 Put the AR Server in a startup debug mode and then try to restart.. This is
 done by adding the flag -s (or -d I don't recall clearly) in the
 armonitor.conf file. Check for details on setting that flag on the AR
 Configuration Guide..

 The server when in a debug mode during startup, writes additional logs to a
 file that gets created in the server directory. That file may have more
 information on why the startup fails..

 Cheers

 Joe

 -Original Message-
 *From:* Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org]*on Behalf Of *Steve McDonald
 *Sent:* Monday, June 14, 2010 2:30 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Problems Installing 7.5 on Solaris/Informix

 **
 I am trying to upgrade ARS on my dev server which connects to a remote
 database server.  I'm getting Cannot connect to the Informix server
 error.  Install log only says SET PROPERTY
 VALIDATION_ERROR_RESULT],Detail=[INFORMIX_CONNECTION_ERROR] and no
 details.  Informix logs show nothing.

 I can use dbaccess from my app server to access the db on the remote db
 server.  I can also telnet using the specific port the Informix client uses
 to communicate(telnet suncoast 1721).

 I threw everything over to BMC Support but the response time is killing
 me.  I go on vacation Tursday morning and I'd really like to have the dev
 server conquered before I go.

 Thanks!

 Steve McDonald
 App server - Solaris 10
 Database server - Informix 10 on Solaris 10

 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_

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Re: Problems Installing 7.5 on Solaris/Informix

It's an upgrade and the system works fine.

On Mon, Jun 14, 2010 at 2:35 PM, Joe D'Souza jdso...@shyle.net wrote:

 **
 Steve,

 Is this a fresh install? Or an upgrade? If its a fresh install, there
 technically should be no config files available unless you copied one from
 some other environment? In which case you will need to edit the
 configuration information manually on that one to point to the dev instance
 of the database.

 If it is an upgrade you are attempting, does the system currently stop or
 start with no problems?

 Joe

  -Original Message-
 *From:* Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org]*on Behalf Of *Steve McDonald
 *Sent:* Monday, June 14, 2010 5:24 PM
 *To:* arslist@ARSLIST.ORG
  *Subject:* Re: Problems Installing 7.5 on Solaris/Informix

  **
 I probably wasn't clear enough.  This is during the install process, right
 after inouting the database info.  It trys to connect and throws the Could
 not connect message.  I looked at the 7.1 install logs and the install
 never asked for 'AR System Server DB Login ID or the password.  I'm sure it
 pulled the connection info from the onconfig file.  That would be the
 correct thing to do.

 On Mon, Jun 14, 2010 at 11:40 AM, Joe D'Souza jdso...@shyle.net wrote:

 **
 Steve,

 Put the AR Server in a startup debug mode and then try to restart.. This
 is done by adding the flag -s (or -d I don't recall clearly) in the
 armonitor.conf file. Check for details on setting that flag on the AR
 Configuration Guide..

 The server when in a debug mode during startup, writes additional logs to
 a file that gets created in the server directory. That file may have more
 information on why the startup fails..

 Cheers

 Joe

 -Original Message-
 *From:* Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org]*on Behalf Of *Steve McDonald
 *Sent:* Monday, June 14, 2010 2:30 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Problems Installing 7.5 on Solaris/Informix

 **
 I am trying to upgrade ARS on my dev server which connects to a remote
 database server.  I'm getting Cannot connect to the Informix server
 error.  Install log only says SET PROPERTY
 VALIDATION_ERROR_RESULT],Detail=[INFORMIX_CONNECTION_ERROR] and no
 details.  Informix logs show nothing.

 I can use dbaccess from my app server to access the db on the remote db
 server.  I can also telnet using the specific port the Informix client uses
 to communicate(telnet suncoast 1721).

 I threw everything over to BMC Support but the response time is killing
 me.  I go on vacation Tursday morning and I'd really like to have the dev
 server conquered before I go.

 Thanks!

 Steve McDonald
 App server - Solaris 10
 Database server - Informix 10 on Solaris 10

  _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_


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ARS 7.5 and MidTier sharing the same hardware?

2010-06-08 Thread Steve McDonald

The install manual only recommends you don't.  What are the consequences if
I do?  We don't heavily use the midtier so if I don't have to hassle with
more equipment I'd rather not.  I already have seperate application and
database hardware.

Thanks in advance for your insight.

Solaris 10
Informix 10
Upgrading from v7.1 to v7.5

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Deleted a class by accident


Hi everyone.  I created a new class in the atrium CMDB but decided to delete it 
afterwards.  Problem is I must have highlighted another class, likely under 
base element and removed something else instead.  Is there a way to rebuild 
this class?  I would need pretty step by step instructions.  All I know at this 
point is accessing the asset management console gives the following error:

ARERR [303] Form does not exist on server : AST:ComputerSystem

Thanks

Steve

 
  
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Re: Deleted a class by accident


Thanks for your reply.  This is actually in our dev environment which will be 
promoted to prod.  The problem is I do have a backup but only after the atrium 
install.  to compound this I am unable to re-run the itsm installer (7.6) as it 
seems to sit there and hang when I revert the DB back to just the atrium.  Any 
suggestions?  The uninstaller for ITSM worked only for change and asset, not 
for service desk.

If I can get ITSM uninstalled properly removing any references of it I can then 
revert the DB back to the point after the Atrium install then re-install ITSM.

Thanks


 


Date: Tue, 19 Jan 2010 20:18:09 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 





Looks like you deleted BMC_ComputerSystem.  Did you take a DB backup before you 
made the change?  Cause you could restore from that.
 
I’m assuming you’re atleast on CMDB 2.1 and have done this on your dev 
environment, so you could try exporting the class definition for Computer 
System from your Prod environment using the cmdbdriver utility.  Read up on the 
utility in the CMDB Admin guide.  When you launch the utility, you’ll need to 
run the ‘init’ command and then ‘log’ to login.
 
To export the class def use the xexpdf command, it will prompt you:
 
Command: xexpdf
XEXPORT DEFINITION
Export all classes? (F):
Classes to export:
   Class and its subclasses, From namespace (1,2) (1):
  Namespace (): BMC.CORE
  Class name (): BMC_ComputerSystem
Export all attributes with classes? (T):
Filename for exported data: ProdComputerSystem 
 
Then on your dev env, import the def
 
Command: impdf
DEFINITION IMPORT
Import Item List:
Number of import items (0):
Import option : Create/Overwrite (1-2) (1): 2
Filename containing import data: ProdComputerSystem
 
You might might need to run the Update Asset UI after the import is done to 
resync with the AST form.   You data should still be there on the Base Element 
hopefully.
 
Hope this helps
 
Edward
 
 
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 7:58 PM
To: arslist@ARSLIST.ORG
Subject: Deleted a class by accident
 
** 
Hi everyone.  I created a new class in the atrium CMDB but decided to delete it 
afterwards.  Problem is I must have highlighted another class, likely under 
base element and removed something else instead.  Is there a way to rebuild 
this class?  I would need pretty step by step instructions.  All I know at this 
point is accessing the asset management console gives the following error:
ARERR [303] Form does not exist on server : AST:ComputerSystem
Thanks
Steve
 



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Re: Deleted a class by accident


Hi.  This is a fresh install, and yest with Atrium 7.6.  What I am trying to do 
now is run the cmdbdriver to export it from the backup I took right after the 
CMDB install, so with the Computer System class.

Thanks.


 


Date: Tue, 19 Jan 2010 20:29:51 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 





Hi Steve,
 
Ok, so we’ll probably need more info.  Are you upgrading or doing a fresh 
install?   If upgrading, from which version?  Did you perform all the necessary 
patches before moving to 7.6?  And I’m assuming your installed Atrium 7.6. Did 
you do your atrium backup before or after your deleted Computer System?
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 8:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Deleted a class by accident
 
** 
Thanks for your reply.  This is actually in our dev environment which will be 
promoted to prod.  The problem is I do have a backup but only after the atrium 
install.  to compound this I am unable to re-run the itsm installer (7.6) as it 
seems to sit there and hang when I revert the DB back to just the atrium.  Any 
suggestions?  The uninstaller for ITSM worked only for change and asset, not 
for service desk.
If I can get ITSM uninstalled properly removing any references of it I can then 
revert the DB back to the point after the Atrium install then re-install ITSM.
Thanks

 



Date: Tue, 19 Jan 2010 20:18:09 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 

Looks like you deleted BMC_ComputerSystem.  Did you take a DB backup before you 
made the change?  Cause you could restore from that.
 
I’m assuming you’re atleast on CMDB 2.1 and have done this on your dev 
environment, so you could try exporting the class definition for Computer 
System from your Prod environment using the cmdbdriver utility.  Read up on the 
utility in the CMDB Admin guide.  When you launch the utility, you’ll need to 
run the ‘init’ command and then ‘log’ to login.
 
To export the class def use the xexpdf command, it will prompt you:
 
Command: xexpdf
XEXPORT DEFINITION
Export all classes? (F):
Classes to export:
   Class and its subclasses, From namespace (1,2) (1):
  Namespace (): BMC.CORE
  Class name (): BMC_ComputerSystem
Export all attributes with classes? (T):
Filename for exported data: ProdComputerSystem 
 
Then on your dev env, import the def
 
Command: impdf
DEFINITION IMPORT
Import Item List:
Number of import items (0):
Import option : Create/Overwrite (1-2) (1): 2
Filename containing import data: ProdComputerSystem
 
You might might need to run the Update Asset UI after the import is done to 
resync with the AST form.   You data should still be there on the Base Element 
hopefully.
 
Hope this helps
 
Edward
 
 
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 7:58 PM
To: arslist@ARSLIST.ORG
Subject: Deleted a class by accident
 
** 
Hi everyone.  I created a new class in the atrium CMDB but decided to delete it 
afterwards.  Problem is I must have highlighted another class, likely under 
base element and removed something else instead.  Is there a way to rebuild 
this class?  I would need pretty step by step instructions.  All I know at this 
point is accessing the asset management console gives the following error:
ARERR [303] Form does not exist on server : AST:ComputerSystem
Thanks
Steve
 



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Re: Deleted a class by accident


So here are the results.  It does  not seem to be working properly?

 

Export

   Server (Remedy) :

Command: xexpdf
XEXPORT DEFINITION
Export all classes? (F):
Classes to export:
   Class and its subclasses, From namespace (1,2) (1):
  Namespace (): BMC.CORE
  Class name (): BMC_ComputerSystem
Export all attributes with classes? (T):
Filename for exported data: ProdComputerSystem

   CMDBXExportDef  results
ReturnCode:  OK
Status List : 0 items


Import

 

Command: impdf
DEFINITION IMPORT
Import Item List:
Number of import items (0):
Import option : Create/Overwrite (1-2) (1): 2
Filename containing import data: ProdComputerSystem

   CMDBImportDef  results
ReturnCode:  ERROR
Status List : 1 items
Status Struct :
   Message type : ERROR
   Message number :  120002
Message:  Class does not exist.
   Appended:  BMC.CORE:BMC_System

 


Date: Tue, 19 Jan 2010 20:29:51 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 





Hi Steve,
 
Ok, so we’ll probably need more info.  Are you upgrading or doing a fresh 
install?   If upgrading, from which version?  Did you perform all the necessary 
patches before moving to 7.6?  And I’m assuming your installed Atrium 7.6. Did 
you do your atrium backup before or after your deleted Computer System?
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 8:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Deleted a class by accident
 
** 
Thanks for your reply.  This is actually in our dev environment which will be 
promoted to prod.  The problem is I do have a backup but only after the atrium 
install.  to compound this I am unable to re-run the itsm installer (7.6) as it 
seems to sit there and hang when I revert the DB back to just the atrium.  Any 
suggestions?  The uninstaller for ITSM worked only for change and asset, not 
for service desk.
If I can get ITSM uninstalled properly removing any references of it I can then 
revert the DB back to the point after the Atrium install then re-install ITSM.
Thanks

 



Date: Tue, 19 Jan 2010 20:18:09 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 

Looks like you deleted BMC_ComputerSystem.  Did you take a DB backup before you 
made the change?  Cause you could restore from that.
 
I’m assuming you’re atleast on CMDB 2.1 and have done this on your dev 
environment, so you could try exporting the class definition for Computer 
System from your Prod environment using the cmdbdriver utility.  Read up on the 
utility in the CMDB Admin guide.  When you launch the utility, you’ll need to 
run the ‘init’ command and then ‘log’ to login.
 
To export the class def use the xexpdf command, it will prompt you:
 
Command: xexpdf
XEXPORT DEFINITION
Export all classes? (F):
Classes to export:
   Class and its subclasses, From namespace (1,2) (1):
  Namespace (): BMC.CORE
  Class name (): BMC_ComputerSystem
Export all attributes with classes? (T):
Filename for exported data: ProdComputerSystem 
 
Then on your dev env, import the def
 
Command: impdf
DEFINITION IMPORT
Import Item List:
Number of import items (0):
Import option : Create/Overwrite (1-2) (1): 2
Filename containing import data: ProdComputerSystem
 
You might might need to run the Update Asset UI after the import is done to 
resync with the AST form.   You data should still be there on the Base Element 
hopefully.
 
Hope this helps
 
Edward
 
 
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 7:58 PM
To: arslist@ARSLIST.ORG
Subject: Deleted a class by accident
 
** 
Hi everyone.  I created a new class in the atrium CMDB but decided to delete it 
afterwards.  Problem is I must have highlighted another class, likely under 
base element and removed something else instead.  Is there a way to rebuild 
this class?  I would need pretty step by step instructions.  All I know at this 
point is accessing the asset management console gives the following error:
ARERR [303] Form does not exist on server : AST:ComputerSystem
Thanks
Steve
 



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


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Re: Deleted a class by accident