Re: Overlay objects named __o : common knowledge?

[Uday Joshi]

Yes, it works exactly same way. (I did not have requirement for CTM:People so 
did not try that).

Also there is knowledge article KA353519

Best Regards,

Uday

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Wednesday, November 16, 2011 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay objects named __o : common knowledge?

There is a patch to the 7.6.04.01 arserver.exe for at least one bug with 
auditing for ITSM overlays that we obtained in July by opening an issue with 
support.  There may have been more defects identified since then, but applying 
this patch allowed the OOTB audit logging on the Incident and related ITSM 
forms to resume (that had stopped after upgrading to 7.6.04.00) after some 
"jiggling" of the form:

I had to open the following overlaid, audited forms in Base Development Mode, 
toggle Form Properties - Audit - Audit Only Changed Fields to Yes or No, then 
back to Default (no saving of form required), and then the overlay began 
showing the correct Audit Log Form information as well. 
HPD:Help Desk
PBM:Known Error
PBM:Problem Investigation
PBM:Solution Database
TMS:Task
After that, editing any existing records in these forms created new Audit Log 
entries.

It took a restart the SQL Server underneath the ARSystem db before auditing was 
restored to the CTM:People form.  Toggling the Form Properties was not enough.

Action Request System(R) Server x64 Version 7.6.04 SP1 HotFix 01 201107051610


I don't doubt that there are other hotfixes that came out after this one, and 
of course now there is SP2.  All bets are off on SP2; based upon our problems 
so far with just the installers, it may re-introduce problems that we got 
hotfixes for, so I will have to test everything again.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Parrish
Sent: Wednesday, November 16, 2011 12:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay objects named __o : common knowledge?

It's my understanding that this issue is a known defect.

Scott

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Uday Joshi
Sent: Wednesday, November 16, 2011 12:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay objects named __o : common knowledge?

Hi,

One more challenge I am facing that the auditing is disabled on the overlay 
form. The "FormAppObj" guide has a section on it but its not elaborate enough.

Can anyone share hands on experience on how to enable this for overlaid forms.

Best Regards,

Uday Joshi

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Friday, November 11, 2011 5:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay objects named __o : common knowledge?

The __o syntax was described in the most detail in the Migrator docs, where it 
tells you how to compare overlay to overlaid objects and vice versa.  
Eventually it appeared in the 7.6.04 upgrade docs, which were very short on 
detail and accuracy initially.  The Developer Studio hides it (the fact that 
there is an __o form once you overlay the original), while it is VERY obvious 
in Migrator, and has been since day one.  You will also see all of the __o 
forms in the arschema table, where they get their own unique schema  ids.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Luthgers
Sent: Thursday, November 10, 2011 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay objects named __o : common knowledge?

Hello Kaïs,

i was digging into this since 7.6.04 has been released to add overlay 
support to ARInside. But I don't know what your question tend to exactly.

While i know that overlay objects have "__o" added to it, i decided to 
hide this fact in the ARInside workflow documentation completely. I 
think this is to some point API internal information. And for future ARS 
versions which might support more than just two worklow layeres we don't 
know what BMC does with this naming convention.

Developers who work with overlays for a while will surely sooner or 
later know about this object naming. But most customers are still using 
an odler version. Currently, I wouldn't say its common knowledge.

John

Am 10.11.2011 12:05, schrieb Support:
> ** Hello List,
>
> As we are pre-alpha testing the new version of ARSmarts, we are
> wondering if the fact that overlay objects are called /objectname/__o is
&g

Re: Overlay objects named __o : common knowledge?

[Uday Joshi]

Hi,

One more challenge I am facing that the auditing is disabled on the overlay 
form. The "FormAppObj" guide has a section on it but its not elaborate enough.

Can anyone share hands on experience on how to enable this for overlaid forms.

Best Regards,

Uday Joshi

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Friday, November 11, 2011 5:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay objects named __o : common knowledge?

The __o syntax was described in the most detail in the Migrator docs, where it 
tells you how to compare overlay to overlaid objects and vice versa.  
Eventually it appeared in the 7.6.04 upgrade docs, which were very short on 
detail and accuracy initially.  The Developer Studio hides it (the fact that 
there is an __o form once you overlay the original), while it is VERY obvious 
in Migrator, and has been since day one.  You will also see all of the __o 
forms in the arschema table, where they get their own unique schema  ids.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Luthgers
Sent: Thursday, November 10, 2011 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay objects named __o : common knowledge?

Hello Kaïs,

i was digging into this since 7.6.04 has been released to add overlay 
support to ARInside. But I don't know what your question tend to exactly.

While i know that overlay objects have "__o" added to it, i decided to 
hide this fact in the ARInside workflow documentation completely. I 
think this is to some point API internal information. And for future ARS 
versions which might support more than just two worklow layeres we don't 
know what BMC does with this naming convention.

Developers who work with overlays for a while will surely sooner or 
later know about this object naming. But most customers are still using 
an odler version. Currently, I wouldn't say its common knowledge.

John

Am 10.11.2011 12:05, schrieb Support:
> ** Hello List,
>
> As we are pre-alpha testing the new version of ARSmarts, we are
> wondering if the fact that overlay objects are called /objectname/__o is
> common knowledge, or if none of you was aware of this before reading
> this sentence :-) :-) 
>
> Pls let us know if you knew by answering to this email to the list, or
> directly to supp...@arsmarts.com.
>
> Thanks in advance.
>
> Kaïs
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Active Directory Integration Issue with 7.6.04

[Uday Joshi]

Hi Nathan,

 

I am also struggling with similar issue. Has BMC given any bug number for the 
same?

 

Any workaround possible.

 

Best Regards,

 

Uday

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: Thursday, October 06, 2011 6:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Active Directory Integration Issue with 7.6.04

 

** 

Just got a response from BMC Support.  Appears to be a known defect fixed in 
7.6.04 SP2

 

Thanks.  Nate.

 

Nathan Aker
ITSM Solution Architect

McAfee, Inc.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Thursday, October 06, 2011 4:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Active Directory Integration Issue with 7.6.04

 

** 

Hi,

 

Have you tried cn instead of samaccountname?

 

Do you have any filters configured in your ARDBC LDAP configuration?

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: 06 October 2011 21:41
To: arslist@ARSLIST.ORG
Subject: Active Directory Integration Issue with 7.6.04

 

** 

Hello all,

 

We’re running into an issue with our Active Directory LDAP integration after a 
recent upgrade and I’m wondering if anyone else has encountered or is 
encountering:

 

We have a vendor form leveraging the ARDBC plugin to integrate with Active 
Directory for people data.  The vendor form displays people data, with the 
unique attribute being the samAccountName attribute.  In setting up the Vendor 
form, this attribute was mapped as the Request ID.

 

When we were on ARS 7.6.00, when I ran a search against the vendor form I would 
see the samAccountName displayed something like “asmith” for example.

 

After the upgrade to 7.6.04, now when I run a search on this vendor form, the 
samAccountName is prefixed with 1|.  So for example, where I saw “asmith” 
before the upgrade I now see “1|asmith”.

 

This is obviously an issue as we are trying to map the samAccountName to the 
LoginID field in Remedy.

 

 

Anyone seen this before or know what feature/configuration is appending the 
1 on front?

 

Thanks.  Nate.

 

Nathan Aker
ITSM Solution Architect


McAfee, Inc.
5000 Headquarters Drive

Plano, TX 75024

Direct: 972.963.7611 
Mobile: 469.644.7402

Web:www.mcafee.com 

 

 

 

 

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<>

Re: ARS 7.5 License Key

[Uday Joshi]

Hi Gopal,

Apparently the SLM engine is experiencing Segment violation (signal 11). This 
can happen due to corruption in the definition. As suggested try to start the 
basic ARServer by commenting out other component.

However I am suspecting some problem as there is ARERR90 as well. Sugggest to 
collect more detailed debug log to get hint at what might be corrupted.

Best Regards,

Uday Joshi

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Saturday, April 02, 2011 10:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.5 License Key

Ok...my first recommendation based on those logs would be to go into
armonitor.conf and comment out everything except maybe the arserverd and the
arplugindmaybe the java pluginbut comment out everything else.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gopal-SRG
Sent: Saturday, April 02, 2011 1:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.5 License Key

Hi Pritch,
This is not an upgraded system.Its an evaluation version.This server restart
has happened on the day in which this eval got expired.
Server is not stable and getting restarted again and again
http://old.nabble.com/file/p31301633/armonitor.log armonitor.log 
http://old.nabble.com/file/p31301633/arerror.log arerror.log 

pritch wrote:
> 
> 
> Attached is the armonitor and arerror log.In the armonitor log the
> slmcollsv.sh is the which is staring point and it goes cycle again and
> again.
> Dont know how to get rid of it
> 
> Regards,
> Gopal
> Hi Gopal,
> 
> Was this an upgraded (or moved) system?  If so, have you had server
> statistics on in the past?  
> 
> I ran into a problem with a past system where the system kept shutting
> down
> and restarting - it was thinking it was an eval copy but there were more
> than the limit of Server Statistic records in the DB which kept it from
> starting correctly.  In that case, I needed to have the DB truncate the
> server statistics table (was 
> t4 in that system).
> 
> As stated previously, you should check the error logs, but if it's also
> telling you that the system is an eval copy (would show in the AR Error
> log), you may also want to see how many records are in the Statistics
> table.
> 
> On Fri, 1 Apr 2011 11:42:51 -0400, "White, Michael W (Mike)"
>  wrote:
>> Gopal,
>> 
>>  I don't know of a command-line license add (or import) facility off
the
>>  top of my head, but it's moot.  Your server needs to be operational
and
>>  stable regardless.
>> 
>>  Check your error log.  There are probably messages for shutdown and
>>  startup, and maybe a fatal error.
>> 
>>  When you restart Remedy, monitor the script.  You may gain insight
into
> a
>>  startup error.
>> 
>>  Server and database conditions can easily cause problems.  Exhausted
> disk
>>  space, cursors/cursor sharing, and any number of other things can
> prevent
>>  Remedy startup.
>> 
>> Mike White
>> EMail michael.wh...@verizon.com
>> Office 813.978.2192
>> 
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Gopal-SRG
>> Sent: Friday, April 01, 2011 11:29 AM
>> To: arslist@ARSLIST.ORG
>> Subject: ARS 7.5 License Key
>> 
>> Hi List,
>> Can you please tell me how to add an licence through the command prompt?
>> 
>> We are not able the user tool because ther is some issue with the server
>> and
>> it is getting restarted again and again.
>> 
>> Please help me...
>> 
>> 
>> Regards,
>> Gopal
> 
>

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> 
> 

-- 
View this message in context:
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Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Remedy 6.3 - DSO Process always stopping

[Uday Joshi]

Hi Kaye,



In case your problem is still persisting, try setting debug mode 32768
so that detailed DSO logging can be captured. The analysis of logs can
definitely give insight to the problem.



Few more checks could be

1)  Are there changes in mapping?

2)  Are there changes in from used in DSO, which are not reflected
in DSO?

3)  Any connectivity and authentication issue at the destination
server?





Best Regards,



Uday Joshi



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kaye Bernales
Sent: Tuesday, September 28, 2010 15:03
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 6.3 - DSO Process always stopping



**

Thanks Doug!



Actually, we noticed the increase in number of records when the process
started dying frequently.  There was also a time we got ARERR 8747 on
logs but it's no longer appearing in current logs.  We know this could
be a memory issue.  Any ideas how to fix / address this?



Also, we're operating on a server group configuration (4 application
servers with DSO only enabled on one server).  There was a recent
cleanup on licenses - not sure if this could be related though.  But
would there be anything we could check further?



Thanks!
Kaye









From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Doug Blair
Sent: Monday, 27 September 2010 9:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 6.3 - DSO Process always stopping

**

Hi Kaye!



There are lots of factors that can slow DSO down but your biggest issue
is the 20 records. In addition to looking at indexing on the pending
table take a long look at all the different cases that are triggering a
DSO record. In particular, make sure that any filter that fires on merge
includes



AND $USER$ != "Distributed Server"



So you don't go back and forth between servers.



Doug



--

Doug Blair

Sent from my iPhone4, typographic errors likely

+1-224-558-5462


On Sep 26, 2010, at 8:23 PM, Kaye Bernales
 wrote:

**

Hi List,



We are running on AR System 6.3 (Solaris - Sybase).  We've
recently been having problems with DSO process.  The DSO queue grew up
to more than 200k records and process seems to always die.  AR Monitor
doesn't seem to be restarting it.  The process slowed down and we got to
a point where it only processes 1000 records per hour.  We tried
restarting the Remedy service and it made processing faster - however,
after a few hours, it started slowing down again.



There are no problems with Database nor Unix servers.



Any ideas why DSO process keeps on dying and how we could get
more information?



Thanks!
Kaye

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Re: Archiving for incidents in Remedy

[Uday Joshi]

Hi Amanullah,



In case you have DSO license, you can design DSO to push a record to
main form. However you will have to manipulate the data coming from C450
and C451 because these don't have corresponding field in the original
form.



Or simply using a direct SQL to insert in the original form.



Best Regards,



Uday Joshi



From: ITN (Amanullah Bashir Ahmed) [mailto:ahmed...@emiratesnbd.com]
Sent: Saturday, April 17, 2010 22:30
To: arslist@ARSLIST.ORG
Cc: Uday Joshi (WT01 - Retail, CPG, Transportation & Government)
Subject: RE: Archiving for incidents in Remedy



Hi there,

I have successfully archived the incidents. Now if users want to
retrieve those incidents which are already archived. What is process or
which options I have to select?

Thanks in advance







Thanks & Regards



Amanullah

Software Consultant



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Uday Joshi
Sent: Monday, March 01, 2010 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Archiving for incidents in Remedy



**

Hi Amanullah,



Please refer to "Form and Application Objects guide".  It has appendix
explaining archiving process.



The overall archiving process need to be thought with a due
consideration to business requirement/expectation.



Best Regards,



Uday Joshi





From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed)
Sent: Monday, March 01, 2010 11:17
To: arslist@ARSLIST.ORG
Subject: Archiving for incidents in Remedy



**

Hi Guys,

Version  7.1.00  Patch 007



First I need any link for studying material on "Archiving in BMC
Remedy".

Secondly we need to do Archiving for incidents in BMC Remedy, how we can
do archiving in Remedy?



Thanks & Regards



Amanullah

Software Consultant





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Re: Archiving for incidents in Remedy

[Uday Joshi]

Hi Amanullah,



Please refer to "Form and Application Objects guide".  It has appendix
explaining archiving process.



The overall archiving process need to be thought with a due
consideration to business requirement/expectation.



Best Regards,



Uday Joshi





From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed)
Sent: Monday, March 01, 2010 11:17
To: arslist@ARSLIST.ORG
Subject: Archiving for incidents in Remedy



**

Hi Guys,

Version  7.1.00  Patch 007



First I need any link for studying material on "Archiving in BMC
Remedy".

Secondly we need to do Archiving for incidents in BMC Remedy, how we can
do archiving in Remedy?



Thanks & Regards



Amanullah

Software Consultant





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Re: Blank Notification Text field in NTE:Notifier Log

[Uday Joshi]

Hi,



We are also bugged by this puzzle. Still trying to figure out. Let me
check taking clue from your mail.



Best Regards,



Uday



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ex Soundgarden
Sent: Thursday, February 11, 2010 11:16
To: arslist@ARSLIST.ORG
Subject: Blank Notification Text field in NTE:Notifier Log



**

Hi all,

I've got an issue where the value of the field "Notification Text" is
blank. This has caused a record to be created in AR System Email
Messages form without subject and content. It was sent to the user with
no information at all. I was wondering if anyone of you already had
encountered this and any possible reasons why this happens?

Thanks. Any help will be appreciated.
gabud


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Re: Request for suggestions on resources....

[Uday Joshi]

Hi Copits,



There is a white paper performance and scalability which lists bench
mark results using Solaris 10 system. Also at end of the document it
gives suggested parameter setting for midtier, database ARServer for the
same setup.



Guess the doc id is 104671



Best Regards,



Uday Joshi



Delivery Manager - BSM Tech Support

Technology Infrastructure Services - BSM Unit

---

Wipro Technologies,

Hinjewadi, Pune 411057, India

Tel: +91 20 39133324 | VOIP 8549314







From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us
Sent: Thursday, September 10, 2009 19:53
To: arslist@ARSLIST.ORG
Subject: Request for suggestions on resources



**

Are there any resources of any kind that the folks on the list have
found particularly useful or valuable

in optimizing/improving performance of a 7.5 system (Other than the
"Optimizing and Troubleshooting

Guide")? Any and all suggestions are welcome! Thanks!


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Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use?

[Uday Joshi]

Hi Rick,

Sorry to jump in. Interested to know what kind of parameters you are hinting at?

I have couple of issues where Unix machine is freezing intermittently and 
another where only AR User (in pockets) is experiencing slow response but not 
on Web browser.

Thanks in advance.

Best Regards,
 
Uday Joshi
 
Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057, India
Tel: +91 20 39133324 | VOIP 8549314

 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Tuesday, July 21, 2009 21:45
To: arslist@ARSLIST.ORG
Subject: Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use?

Can you have your Windows guys change the runtime parameters of AR User on 
Vista to run in XP mode?  I wonder if that might address the problem.

Rick

-Original Message-
From: Rabi Tripathi 

Date: Tue, 21 Jul 2009 09:07:51
To: 
Subject: Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use?


Shyam,
Upgrade is on the list, but not right away. I am considering going to the 
highest patch for 6.3, patch 25.

Different question: does anybody have Remedy user 6.3 (patch 20) running in 
Windows vista against ARS 6.3 patch 20? In Solaris?

Another question: What is the first version of Remedy User that supports Vista? 
And is anybody using it against 6.3 server?


Fun stuff:
I just found out that our helpdesk switched from Windows XP to Vista roughly 
around the time the issue started. They hacked the installer to have it install 
on Vista. I had no clue. So one theory is that a memory leak in arserverd was 
triggered by 6.3 clients running in Vista instead of Windows XP?? Sounds weird, 
but I don't know how else to explain it. Solaris patches were applied on the 
server, but I am still trying to find out details.

And this just in:
arserverd is now using 1.2 GB of memory, up from 0.540 GB yesterday. Our 
monitoring data isn't process specific, so I can't be sure, but looks like it 
was a gradual increase over night as it was pretty constant until late 
afternoon yesterday during my manual checks.



--- On Mon, 7/20/09, Shyam Attavar  wrote:

> From: Shyam Attavar 
> Subject: Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use?
> To: arslist@ARSLIST.ORG
> Date: Monday, July 20, 2009, 5:17 PM
> Rabi,
>
> This probably does not answer your question, but do you
> have the option to
> upgrade AR System itself?
>
> --
> Shyam
>
> "Rabi Tripathi" 
> wrote in message
> news:<679304.2979...@web65404.mail.ac4.yahoo.com>...
> > Hi all,
> > If you have a stable installation of ARS 6.3 on
> Solaris, I would like to
> know what ARS patch you have and what is your Solaris
> version/patch.
> >
> > The story is that our ARS server (HelpDesk 5.x app,
> 20-40 users at a time)
> was running fine for 6 months or so. Suddenly last Thu,
> arserverd started
> using 50% more memory (2.5 GB), more than the installed RAM
> (2 GB). Resulted
> in a lot of swapping and sporadic general slowness.
> >
> > Next day server completely froze for half an hour,
> without apparent reason
> and then came back fine. The only Remedy error that was
> logged 15 mins after
> freeze was:
> > Dispatch : Timeout during database query -- consider
> using more specific
> search criteria to narrow the results, and retry the
> operat
> > ion (tamarind)  ARERR - 94
> >
> > It seems to be a symptom, not the cause. DBAs swear
> there is nothing at
> their end. tnsping from arserver to db did show 370ms as
> opposed to the
> usual 10 ms. It's being attributed to issue at the remedy
> box.
> >
> > Apart from the above, nothing remarkable in logs
> anywhere in Remedy, OS or
> database (Oracle 9.x on separate machine). That night, we
> rebooted the
> machine. ARS came back to using just 350 MB memory and all
> was fine. Two
> days later suddenly jumped to using 550 MB. Somehow, I lost
> the filter, db,
> api log of that period.  Today arserverd memory use
> seems to be stable,
> though overall memory consumption in the box is slowly
> trending up. A few
> users have reported general slowness at times.
> >
> > I am trying to analyze detailed Remedy logs for
> slowness and also trying
> to figure out which process is causing the upward trend in
> box's memory use
> (it's not arserverd). Also considering going to the highest
> patch, 25.
> > It seems our administrators applied solaris patches at
> various times
> recently. I don't have detailed inf

Re: Approval Issue

[Uday Joshi]

Hi Manoj,



I remember this is an issue with ITSM. Incidentally what is the version
you are using?



Best Regards,



Uday Joshi



Delivery Manager - BSM Tech Support

Technology Infrastructure Services - BSM Unit

---

Wipro Technologies,

Hinjewadi, Pune 411057, India

Tel: +91 20 39133324 | VOIP 8549314







From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of manoj jain
Sent: Thursday, July 16, 2009 15:05
To: arslist@ARSLIST.ORG
Subject: Approval Issue



**

Hi Remedians,





I have stucked in very strange problem.

In change management for implementation phase some times approvers
getting 1 notification sometimes 2notifications sometimes 3 notification
so i am getting what exactly the problem.

Please guide me.



Thanks & regards,

Manoj Jain

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Re: 7.5 user tool with Windows 7?

[Uday Joshi]

I think that a one more twist in the story. Eager to know the outcome


Best Regards,
 
Uday Joshi
 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Nichols, Wesley D CTR USAF AFMC 72 
CS/SCBAF
Sent: Wednesday, July 01, 2009 19:40
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 user tool with Windows 7?

I have found that just logging in as an administrator isn't enough.  You
still need to right click the file and select run as administrator on
Windows 7 and Vista.  You might give that a shot.

Wes
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Dennis Ruble
Sent: Wednesday, July 01, 2009 8:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 user tool with Windows 7?


Uday,
Thanks for the suggestion, but we just tried this and it did not work.
We tried logging in with the Local Administrator account and launching
the installation.  We also tried creating a new folder, granting Full
Control to a user and installing Remedy to that folder. In either
instance, we received the message indicating the disk had zero bytes
free.  We've also confirmed that we had 59.4 GB of free space.

Just checked the 6.3 installation and it does work.

Thanks!
Dennis




Uday Joshi 
Sent by: "Action Request System discussion list(ARSList)"


07/01/2009 06:23 AM
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG
cc
Subject
Re: 7.5 user tool with Windows 7?






**
I had faced similar problem for ARS 7.5 User tool and Devstudio even on
Windows XP. Even the default installation path it takes is weird.

Though my login had admin privileges it would behave weird way. Then I
tried machines local administrator login and it worked. It may be worth
trying with Windows 7.

Best Regards,

Uday Joshi

cid:516401609@19022009-1825


From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Dennis Ruble
Sent: Tuesday, June 30, 2009 22:51
To: arslist@ARSLIST.ORG
Subject: 7.5 user tool with Windows 7?

**
Anyone out there evaluating 7.5 user tool with Windows 7?  We're finding
it doesn't install due to finding 0 bytes disk available.  Anyone else
looking at this and have you found a shim/fix?

Before you say it, I know its not supported(yet). :-)

Thanks,
Dennis Ruble

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Re: 7.5 user tool with Windows 7?

[Uday Joshi]

I had faced similar problem for ARS 7.5 User tool and Devstudio even on
Windows XP. Even the default installation path it takes is weird.



Though my login had admin privileges it would behave weird way. Then I
tried machines local administrator login and it worked. It may be worth
trying with Windows 7.



Best Regards,



Uday Joshi









From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Dennis Ruble
Sent: Tuesday, June 30, 2009 22:51
To: arslist@ARSLIST.ORG
Subject: 7.5 user tool with Windows 7?



**
Anyone out there evaluating 7.5 user tool with Windows 7?  We're finding
it doesn't install due to finding 0 bytes disk available.  Anyone else
looking at this and have you found a shim/fix?

Before you say it, I know its not supported(yet). :-)

Thanks,
Dennis Ruble

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<>

Re: BMC has updated the external website- old URLs changed

[Uday Joshi]

After login, you try to navigate to Secured support site it gives error.



On the main support page, earlier, the support contract information used
to be displayed (at least by clicking My Support Central), now it is not
visible



Best Regards,



Uday Joshi



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Monday, April 20, 2009 23:54
To: arslist@ARSLIST.ORG
Subject: BMC has updated the external website- old URLs changed



**

Hi All,



  As someone has probably noticed, BMC updated its website over the
weekend.  The new format will hopefully be easier to navigate.



However, because of the change, URLs that you have in your bookmarks may
no longer work.  Here are some of the most common places that I visit -
so if you want to update your bookmarks, you can start with these:



AR System Documentation (all versions starting page):
http://webapps.bmc.com/support/faces/prodallversions.jsp?seqid=108018

Atrium / Remedy Compatibility Matrices:
http://www.bmc.com/support/reg/remedy-compatibility.html

Product Support Policy:
http://www.bmc.com/support/product-support-policy.html





-David J. Easter

Sr. Product Manager, Solution Strategy and Development

BMC Software, Inc.



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



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Re: ARS 7.1 server group issue

[Uday Joshi]

Recaching happens when groups are added in the group form.

Haven't checked with User entries.

Best Regards,

Uday Joshi



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Anthony K R
Sent: Wednesday, February 25, 2009 11:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 server group issue


**

Lyle,



That's good idea. We are not sure what else would trigger the re-cache.
We have not tested what would happen when  Users/Groups are added.



Regards,

Anthony



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Wednesday, February 25, 2009 12:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 server group issue



**

While AR is supposed to support it, in my experience it is best to shut
down everything but the primary server, make your changes, and then
bring everything back up again.  Things just go more smoothly that way.



Lyle



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Anthony K R
Sent: Tuesday, February 24, 2009 11:37 AM
To: arslist@ARSLIST.ORG
Subject: ARS 7.1 server group issue



**

Hi,

In Remedy server group environment, when the def changes on primary
server other servers either throw malloc error ( so the updates not
reflected) or crash. Anyone seen this?

Env:

ARS 7.1 patch 5 with ITSM 7.0 suite

Windows 2003

Oracle 10g

Thanks,

Anthony

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Re: While installing CMDB its not detecting license

[Uday Joshi]

Hi Salma,

I have not seen further interaction on this. However if your problem
persists.

I would like you confirm on have you applied license? There is small but
crucial difference successful application and license being recognized.

Many times that difference comes due to the way the host id appears in
the license tool and given the license key. If you happen to paste the
host id as given in the license key you are overriding the host id as
recognized by the system and therefore license gets applied but not
recognized.



Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39133324


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Salma Begum
Sent: Thursday, February 12, 2009 05:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: While installing CMDB its not detecting license

Hi Peter ,

I m trying to install AR server using trail licenses. When i tried
loggin into admin tool i m getting below message .

"The version of the Action request System (R) is ready for use or
evaluation with out purchasing or activating an authorization key

I have applied for 7.0  trail licenses and when i added licenses also
got added successfully.

Regards,
Salma


Peter Romain wrote:
>
> All I can think of is that the licenses are invalid for the  server.
>
> If you log into the admin tool does it go straight in or do you get a
> message telling you that the server is not licensed?
>
> Are the license host names and host ids and the actual server host id
> all consistent?
>
>
>> Hi Team,
>>
>> I did the following  steps but still i m receiving the same error.
>>
>> 1. Install AR server
>> 2. Applied licenses
>> 3.Restarted Server
>> 4.Tried installing cmdb , its not detecting licenses.
>>
>> Please let me know what else i need to do ..
>>
>> Regards,
>> Salma
>>
>> Salma Begum wrote:
>>>
>>> Dear All,
>>>
>>>
>>>
>>> I m trying to install ARS 7.0 on my Machin . I installed
>>> successfully ARS 7.0 Server ans licenses ars, cmdb, IM and PM. But
>>> when i try to install CMDB its not detecting License and
>>> installation is aborted.
>>>
>>>
>>>
>>> Please let me know wher i m doign mistake .
>>>
>>>
>>>
>>> Regards,
>>>
>>> Salma
>>>
>>>
>>
>> --
>> View this message in context:
>> http://n2.nabble.com/While-installing-CMDB-its-not-detecting-license-
>> tp2313132p2313320.html Sent from the ARS (Action Request System)
>> mailing list archive at Nabble.com.
>>
>> _
>> __ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>
> __
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>
>

--
View this message in context:
http://n2.nabble.com/While-installing-CMDB-its-not-detecting-license-tp2
313132p2314462.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: arserver.exe Memory Usage 7.0.01 - REVISITED

[Uday Joshi]

Hi Bruce,

The memory usage observed by you in not unusual. For the time delay in
the start up you should collect thread log (with appropriate debug mode
set, refer KM-00026182 from BMC). You will see the delay in the
typical two lines as below.

 /* Mon Jun 30 2008 23:40:20.1061 */ InitServerCache Begin
 /* Mon Jun 30 2008 23:48:00.3247 */ InitServerCache End:
rpcCallProc=0 tid=27347872

This delay gets worse as you install more ITSM application. If you
happen in install multilnaguage version, of ITSM, it can become worst
like 45 to 50 minutes.

As mentioned by Tony, BMC has come out with a new setting which will
make the cache loading. I have not checked yet.

On the memory front if recaching gets triggered, you may find temporary
slowness while recaching is complete. Also you will see a memory growth.
In case you are using Linux, there is a side effect of memory leakage.
For example memory usage may jump by 15% but will done only by 8% to 9%.
You can read the knowledge base 2648 from BMC.


Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39133324
VOIP 842-5103



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of bruce sisk
Sent: Friday, February 13, 2009 12:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserver.exe Memory Usage 7.0.01 - REVISITED

Hello,

A whileback now...the above titled thread went around the list.  It was
a long thread that exactly describes the isues I am having right now.
Sadly, the thread was pretty much many people haing the issues...but
there was no resolution.

I am resurrecting this thread in hopes that the issues were resolved
somehow...

Environment: (Newly Installed)

ARS 7.1.0 Patch 5 (Email, FB, Assignment, Approval) Admin Tool 7.1.0
Patch 4 User Tool 7.1.0 patch 5 ( this seems to be fine) Windows Server
2003 SP2 (16 GB RAM) Remote Oracle 10 DB ITSM 7.0.3 Patch 8 (INC,
Problem, Change) SLM 7.1 Patch 1 RKM 7.2 patch 2 Kinetic Data 4.0.3.4
Development cache Mode is ON.
Cache all display properties is on.

We are not yet in production with this.  The arserver.exe is using
660,000 KB memory.
It takes 15-20 minutes to start up.  (minor issue for now).
Unable to effectively develop.  Admin tool is painfully slow in making
even minor updates...took 10 minutes to save a simple existing field
being moved from one spot to another.  Took 25 minutes to save the
HPD:Help Desk form with 3 new character fields added.

The thread had no resolutions.  How are these issues being handled out
there???

Bruce Sisk
BFS Enterprises


PeoplePC Online
A better way to Internet
http://www.peoplepc.com


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Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 & Office 2007)

[Uday Joshi]

Hi David,

In case I want to install midtier on Linux (32 bit) I start the installer as 
suggested by you but does not take me to a level where I can uncheck all other 
and maintain Midtier.

I have a limitation in adding so I will send you those by other mail.


Best Regards,

Uday Joshi



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Wednesday, January 21, 2009 03:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 & Office 
2007)

AR System 7.5.00 is a consolidated installer - but you do not have to choose 
all of the components to install at once.  So just uncheck the things you don't 
want installed and keep the things you do want installed checked.

So for the Mid-Tier, just uncheck all the server and client stuff, for example.

To launch the installer in Linux:

- In a command window, change directories to the location of the setup.sh file 
for the suite installer
- Run setup.sh

-David J. Easter
Sr. Product Manager, Solution Strategy and Development BMC Software, Inc.

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of J.T. Shyman
Sent: Tuesday, January 20, 2009 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 & Office 
2007)

David,

Maybe I am the one confused but it appears that AR System, Mid-Tier, 
Flashboard, Email, Assignment, Approval and Clients are all in one big install 
file and that file expands into an executable for the most part.

Prior to 7.5 Mid-Tier was a separate installer. It doesn't appear to be 
so now. For linux the file is called ARSuiteKitLinux.tar.gz which, when 
expanded looks like this:

+---ARSuiteKit
│   L---Disk1
│   │   setup.jar
│   │   setup.sh
│   │
│   +---InstData
│   │   │   MediaId.properties
│   │   │   Resource1.zip
│   │   │
│   │   L---VM
│   │   setup.bin
│   │
│   L---utility
│   ARSystem-ini-template.txt
│   ARSystemMaintenanceTool.sh
│
L---MidtierWar
midtier_linux.war

I don't see a separate mid-tier installer such as the one that exists 
for AR 7.1. All I see is a war file.

Am I missing something, somewhere?

J.T. Shyman
Column Technologies



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, January 20, 2009 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 & Office 
2007)

> Ok, but the installer is 64bit

I'm not sure I understand that statement.  The Mid-Tier installer isn't 
64-bit...

This isn't any different than in previous versions of AR System.  What you did 
in 7.0.01 (or 7.0.01 or 6.3) for installing the Mid-Tier on a 64-bit OS running 
a 32-bit JVM remains the same.

-David J. Easter
Sr. Product Manager, Solution Strategy and Development BMC Software, Inc.

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


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of J.T. Shyman
Sent: Tuesday, January 20, 2009 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 & Office 
2007)

Ok, but the installer is 64bit so is there a way to install just the mid-tier 
on a 32bit Linux OS?

J.T. Shyman
Column Technologies


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, January 20, 2009 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 & Office
2007)

(I'm going to start changing subject headers when new questions are asked if 
the subject matter changes.  Should help searching results...)

This is covered in the SoD for 64-bit that can be found here:

16-Jul-2008 (Statement of Direction) BMC Atrium CMDB on UNIX
and
Linux: Expected 64-bit roadmap and interoperability with AR System PDF 
<http://www.bmc.com/products/documents/34/60/93460/93460.pdf>

* Will the BMC AR System Mid-Tier be 64-bit as well?

o No. The Mid-Tier will conti

Re: 7.5 download problems?

[Uday Joshi]

The ARS 7.5 is available on the EPD (Electronic Product Download). For
accessing this site you need to login to the BMC site which is linked to
one of the support ID.

Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 22933700 Ext :3324



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of sriram pm
Sent: Thursday, January 22, 2009 10:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 download problems?


** Hi,

Can you give me the link to download Remedy ARS 7.5?

Thank you,
Sriram.




On Mon, Jan 19, 2009 at 10:51 PM, Barber, David 
wrote:


**

Has anyone else successfully downloaded the full 7.5
server/suite yet?

Both a colleague and I have downloaded 7.5, only to find a
corrupt .zip archive .

Regards

Dave


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Re: AR Server Crash - Not sure why... - ARS 7.1 patch 2

[Uday Joshi]

Hi Tauf,

Corrupt character field can also result invalid address being accessed,
resulting into c005 (this is equivalent of signal 11 on Unix).
Please refer the BMC KB KM-00011910. You need to generalize it.

If you are facing this issue by different user but pertaining to same
form then possibly some record may be corrupt in that form. In case you
have enabled logging you should be able to get the corresponding SQL
statement in the SQL log.


Best Regards,

Uday Joshi





From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, December 24, 2008 08:41 PM
To: arslist@ARSLIST.ORG
Subject: AR Server Crash - Not sure why... - ARS 7.1 patch 2


**

All,

OK, this is a new issue that started this week.

Environment:

AR: Server group, win2k3, 2 AR servers.  2 Mid tier servers running
exclusively on tomcat. Remote Oracle 10g DB on Unix cluster. ITSM 7.0.3
p7

ARS 7.1 patch 2, mid tier on tomcat 5.5.20.

Symptoms:

1.   Users cannot log in.

2.   I verify. Cannot log in with user tool on either AR server.

3.   AR System Service on both windows boxes are in Started state.

4.   Ar error log shows:

Tue Dec 23 15:55:03 2008  390635 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)

Tue Dec 23 15:55:03 2008

   Timestamp: Tue Dec 23 2008 15:55:04.5320

   Thread Id: 2420

   Version: 7.1.00 Patch 002 200802011900 Feb  1 2008 20:12:40

   ServerName: remedy-app

   Database: SQL -- Oracle

   Hardware: Intel Pentium

   OS: Windows NT 5.2

   RPC Id: 365007

   RPC Call: 73 (GLEWF)

   RPC Queue: 390635

   Client: User djones from Mid-tier (protocol 13) at IP address
172.24.19.113

   Logging On:

   Code: c005

   Operation: read

   Access Addr: 0x2

   Stack Begin:

   Stack End



Tue Dec 23 15:55:04 2008  390635 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)

Tue Dec 23 15:55:04 2008 0xc005

Tue Dec 23 15:55:04 2008  390635 : AR System server terminated -- fatal
error encountered (ARNOTE 21)



5.   Had to restart services to regain connectivity.

6.   A few hours went by and I pretty much had a repeat of Steps
1-5. Yes... step 4, the logs look exactly the same. Same user.

7.   The next day, Steps 1-5 again, different time, same error but
different user. Then again, this new user later in the afternoon.

8.   I asked the users if they had been using the system all day.
Answer was yes. I asked what they might have been doing at the time, and
they stated just updating an incident.

9.   SO I contacted BMC and I am basically running every log under
the sun for them until this error happens again. BMC stated I should
upgrade to Patch 5 on ARS.

10.   Has anyone experienced this and if so, what should I look at???







Tauf Chowdhury | Forest Laboratories, Inc.

Sr. Analyst

Informatics

Office: 631.858.7765

Mobile:646.483.2779





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Re: Documenting Modification Suggestions

[Uday Joshi]

Hi Dylan,

The method I prefer is to draw small pieces of flow charts like flow for
methods for a object oriented programming. This is followed by a tabular
listing work flow objects which can be mapped back to a step in a flow
diagram.


Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 22933700 Ext :3324
VOIP 842-5103



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Wheeler, Dylan
Sent: Tuesday, December 23, 2008 12:36 AM
To: arslist@ARSLIST.ORG
Subject: Documenting Modification Suggestions

Hi Listers,
I was wondering what you all have used to document modifications. I'm at
a new company and we're planning out our next major ITSM upgrade.
Unfortunately, only some of the modifications were documented codewise.

They currently have some of the modifications documented in Excel
listing the request and the code modified/added. In the past I preferred
using some ARS forms to document the forms and workflow
added/modified/disabled for each mod.

Have you used anything different with success?

Dylan Wheeler
Pacific Life


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Re: license utilization monitoring in remedy

[Uday Joshi]

Hi Manish,

If you are on ARS 6.3, means you are using ITSM 6 or older. These are
not deployable application and the application statistics does not
collect application license utilization. Don't waste your effort on this
(I had).

Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 22933700 Ext :3324


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Manish SINGLA
Sent: Wednesday, October 08, 2008 04:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: license utilization monitoring in remedy


**

Hello James Van Sickle,

Thanks for your response.
First I like to tell you that we are on ARS6.3 and we are not on load
balancers. We have two independent servers linked with DSO.

Now as I try configuring 'Application-level Statistics' I get following
screen:


>From above I couldn't find way to find license utilization for Change
and Helpdesk,

and if i configure it for Forms statistics, it don't give me license
utilization stats in 'Application Statistics' form.

So please tell what i should configure to get license stats.

Regards

Manish




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<>

Re: arimportcmd question

[Uday Joshi]

Hi Randy,

Have you tried capturing api+sql (combined logs)?

My experience is that the combined logs gives a better insight.

Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mckinnish, Randy
Sent: Thursday, September 18, 2008 11:45 PM
To: arslist@ARSLIST.ORG
Subject: arimportcmd question


**

Greetings listers,

We recently swapped our application server as the older was at end of
lease. This was a like for like swap except that the newer box has twice
the processing power of the old one. Everything seems completely normal
but one thing; our nightly data imports (from various sources) have
slowed to a crawl. For example, I have a nightly load of sector
information of around 19k-20k records. This import used to load in
around 14-15 minutes but is now taking better than 2 hours. I have tried
various logging to try and catch the problem but so far I have found
nothing. The speed issue (or lack thereof) seems to be the same whether
it's running from the command line or through the actual import tool.
None of the files have changed in size or format, the scheduling of the
imports is the same as it was on the old server. Has anyone ever
experienced anything like this?

Thank you.



AR Server 6.3 P23

Win 2003

MSSQL 2000





Randy Mckinnish

Technical Systems Developer

Compass Group The Americas Division



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Re: Archive Process

[Uday Joshi]

Hi Russ,

What is the archiving qualification being given.

The behavior of this qualification is much like runif of escalation.

Word of caution if you leave the qualification blank, all records get
archived.

Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Russ Grant
Sent: Thursday, September 25, 2008 02:26 AM
To: arslist@ARSLIST.ORG
Subject: Archive Process


** Greetings ARList!
My first attempt at using the native archive process. When configuring
the archive process I allowed the ARSystem to generate the archive form.
When the process runs one record is moved form the source to the
destination (archive) form and the process stops. Every time it runs
only one record is moved, I need to move 89k records so obviously this
is not working too well. I was able to grab an error from the arerror
log:

Wed Sep 24 07:15:00 2008  Archive : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20) Wed Sep 24
07:15:00 2008
Timestamp: Wed Sep 24 2008 07:15:00.7730
Thread Id: 744
Version: 7.1.00 Patch 001 200711161033 Nov 16 2007 11:35:23
ServerName: remedy
Database: SQL -- SQL Server
Hardware: Intel Pentium
OS: Windows NT 5.2
RPC Id: 0
RPC Call: 0 (DE)
RPC Queue: 1
Protocol Version: 13
Client IP Address:
Form: remedyform
Logging On:
Code: c005
Operation: read
Access Addr: 005C
Stack Begin:
Stack End

Any assistance would be appreciated. Remedy support has me doing the
standard patch upgrade although it is not clear that will solve
anything.

Russ
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Re: Increasing Entry ID Length

[Uday Joshi]

Hi Joe,

That's definitely good idea.

However this will have to defined the form properties, otherwise by
default the result list is sorted on the request ID.

Also there are questions from user community that why the list looks
different. We can take out leading zeros mentally but system can not.

Still your idea is the most practical way.

Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, September 18, 2008 01:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Increasing Entry ID Length


**
Uday, Ron,

A workaround to resolve this would be to sort the results by the Create
Date rather than the Request ID..

Create Dates are usually in chronological order and there is a very very
thin chance this may not be the case for consecutive requests that may
have been created at about the same time...

Joe

- Original Message 
From: Uday Joshi <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 5:39:23 AM
Subject: Re: Increasing Entry ID Length

**
Hi Ron,

I had handled such situation in earlier assignment. There to avoid huge
series of leading zeros we had limited size of request ID to 6.

There are few checks you will have to do
1) Check the "Input length" of this field.
2) Check column width of C1 at the data base level.

If at database level it is 15, then you can change input length to 7 or
whatever number up to 15. Since the data base is already capable of
handling larger data this change has least data. If both these have
length as 6 then the table needs to be altered, which may create
temporary load on the system.

In either case it is recommended that you do this activity in the lean
time.

As soon as you save the form the new ID will be generated with the new
length. If you have not hit the limit you will see leading zeros. It
does not affect any old records.

The only visible problem is that since the request ID is stored and
handled as a character the ones appended with zero comes on the top.

Example

0967991 (first with 7 digits)
0967992
0967993
967988
967989
967990 (last with 6 digits)

It would be a good idea to inform user community about this apparent
incorrect ordering of tickets.
Later on you can append leading zeros to old cases by writing direct SQL
at the data base level. However you will have to take of H and B table.


Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Smith, Ron [TBC]
Sent: Friday, September 12, 2008 08:23 PM
To: arslist@ARSLIST.ORG
Subject: Increasing Entry ID Length


**

Hi all,
Wanted to bounce this off the group to see if there is an easy and safe
way to increase the size of the Entry-ID Field (1).  We are currently at
a length of six on the Homegrown helpdesk app, and after 10 + years
using it, we are about to roll over ID# 99.  What I want to do is to
increase it to a length of 8.  Problem is that the existing ID's do not
pad out to the full 8 digits.  Is there any utilities out there that
makes this change easy and simple to do.  I am pretty sure I can do this
by exporting the data and massage it and reimport it, but looking for an
easy way to do it.

Thanks in advance.

ARS 6.3 P.20
Win 2K3
SQL Server 2000

Thanks,

Ron Smith
Remedy/Web Developer
Providence Health & Services OR
[EMAIL PROTECTED]
503-216-7866

DISCLAIMER:
This message is intended for the sole use of the addressee, and may
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hereby notified that you may not use, copy, disclose, or distribute to
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Re: license Question

[Uday Joshi]

Hi Tim,

With ITSM 7, you can monitor the usage of application user licenses.
Also it captures any token denials. You will have to configure
monitoring in the Application Statistics Configuration form.

Similarly you can monitor AR User usage by enabling server statistics.

As per my own experience capturing period of 15 minutes (900 seconds) is
sufficient. It provides 96 reading per day. If you collect statistics
for 1 month that should give you good idea about the usage pattern. You
can also infer the required mix of fixed and floating number.

Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Rondeau
Sent: Wednesday, September 17, 2008 09:03 PM
To: arslist@ARSLIST.ORG
Subject: license Question


**

Hi,



Basically we are using arsystem 7.0.1 with ITSM.



For Example we have:



AR USER 50 fixed

AR USER 50 Floating



Change Management Fixed 20

Change Management Floating 10



Incident Management Fixed 20

Incident Management Floating 10





Looking at the license tool, it seems that when we run out it is mainly
from the User pool.   Can someone explain exactly how the Change and
Incident Licenses work?We need to purchase more licenses, should we
only purchase USER license and not the app fixed/floating.



Thanks



Tim

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<>

Re: Increasing Entry ID Length

[Uday Joshi]

Hi Joe,

That's definitely good idea.

However this will have to defined the form properties, otherwise by
default the result list is sorted on the request ID.

Also there are questions from user community that why the list looks
different. We can take out leading zeros mentally but system can not.

Still your idea is the most practical way.

Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, September 18, 2008 01:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Increasing Entry ID Length


**
Uday, Ron,

A workaround to resolve this would be to sort the results by the Create
Date rather than the Request ID..

Create Dates are usually in chronological order and there is a very very
thin chance this may not be the case for consecutive requests that may
have been created at about the same time...

Joe

- Original Message 
From: Uday Joshi <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 5:39:23 AM
Subject: Re: Increasing Entry ID Length

**
Hi Ron,

I had handled such situation in earlier assignment. There to avoid huge
series of leading zeros we had limited size of request ID to 6.

There are few checks you will have to do
1) Check the "Input length" of this field.
2) Check column width of C1 at the data base level.

If at database level it is 15, then you can change input length to 7 or
whatever number up to 15. Since the data base is already capable of
handling larger data this change has least data. If both these have
length as 6 then the table needs to be altered, which may create
temporary load on the system.

In either case it is recommended that you do this activity in the lean
time.

As soon as you save the form the new ID will be generated with the new
length. If you have not hit the limit you will see leading zeros. It
does not affect any old records.

The only visible problem is that since the request ID is stored and
handled as a character the ones appended with zero comes on the top.

Example

0967991 (first with 7 digits)
0967992
0967993
967988
967989
967990 (last with 6 digits)

It would be a good idea to inform user community about this apparent
incorrect ordering of tickets.
Later on you can append leading zeros to old cases by writing direct SQL
at the data base level. However you will have to take of H and B table.


Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Smith, Ron [TBC]
Sent: Friday, September 12, 2008 08:23 PM
To: arslist@ARSLIST.ORG
Subject: Increasing Entry ID Length


**

Hi all,
Wanted to bounce this off the group to see if there is an easy and safe
way to increase the size of the Entry-ID Field (1).  We are currently at
a length of six on the Homegrown helpdesk app, and after 10 + years
using it, we are about to roll over ID# 99.  What I want to do is to
increase it to a length of 8.  Problem is that the existing ID's do not
pad out to the full 8 digits.  Is there any utilities out there that
makes this change easy and simple to do.  I am pretty sure I can do this
by exporting the data and massage it and reimport it, but looking for an
easy way to do it.

Thanks in advance.

ARS 6.3 P.20
Win 2K3
SQL Server 2000

Thanks,

Ron Smith
Remedy/Web Developer
Providence Health & Services OR
[EMAIL PROTECTED]
503-216-7866

DISCLAIMER:
This message is intended for the sole use of the addressee, and may
contain information that is privileged, confidential and exempt from
disclosure under applicable law. If you are not the addressee you are
hereby notified that you may not use, copy, disclose, or distribute to
anyone the message or any information contained in the message. If you
have received this message in error, please immediately advise the
sender by reply email and delete this message. __Platinum Sponsor:
www.rmsportal.com <http://www.rmsportal.com/>  ARSlist: "Where the
Answers Are" html___

Please do not print this email unless it is absolutely necessary.

The information contained in this electronic message and any attachments
to this message are intended for the exclusive use of the addressee(s)
and may contain proprietary, confidential or privileged information. If
you are not the intended recipient, you should not disseminate,
distribute or copy this e-mail. Please notify the sender immediat

Re: ARERR [103] in midtier

[Uday Joshi]

Hi Sree,

Its not clear whether you are getting error while login to midtier, may
be with login name more than 30 characters.

If yes, its a known issue and BMC has defect for this.

The work around is to modify the login.jsp

Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sree Vyas
Sent: Tuesday, September 16, 2008 06:46 AM
To: arslist@ARSLIST.ORG
Subject: ARERR [103] in midtier


**
Hello List,

I am getting this Error in midtier login,

ARS 7.1 patch 3
Midtier 7.1 patch 3
SQL 2005
Win2003

The following error(s) occurred while trying to process your request:


ARERR [103]
Name parameter (or name field in a parameter) is longer than the maximum
allowed length.

What should I do with this solution
"Name parameter (or name field in a parameter) is longer than the
maximum allowed length.
The name specified was longer than the maximum length allowed
(AR_MAX_NAME_SIZE, 30
characters). Verify the name of the item, and retry the operation.
Remember that character strings
must be terminated by a 0 (zero) character."

Please suggest me exaclty whats happening with my mid tier :(

Vyas
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intended recipient, you should not disseminate, distribute or copy this e-mail. 
Please notify the sender immediately and destroy all copies of this message and 
any attachments. 

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check this email and any attachments for the presence of viruses. The company 
accepts no liability for any damage caused by any virus transmitted by this 
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<>

Re: Increasing Entry ID Length

[Uday Joshi]

Hi Ron,

I had handled such situation in earlier assignment. There to avoid huge
series of leading zeros we had limited size of request ID to 6.

There are few checks you will have to do
1) Check the "Input length" of this field.
2) Check column width of C1 at the data base level.

If at database level it is 15, then you can change input length to 7 or
whatever number up to 15. Since the data base is already capable of
handling larger data this change has least data. If both these have
length as 6 then the table needs to be altered, which may create
temporary load on the system.

In either case it is recommended that you do this activity in the lean
time.

As soon as you save the form the new ID will be generated with the new
length. If you have not hit the limit you will see leading zeros. It
does not affect any old records.

The only visible problem is that since the request ID is stored and
handled as a character the ones appended with zero comes on the top.

Example

0967991 (first with 7 digits)
0967992
0967993
967988
967989
967990 (last with 6 digits)

It would be a good idea to inform user community about this apparent
incorrect ordering of tickets.
Later on you can append leading zeros to old cases by writing direct SQL
at the data base level. However you will have to take of H and B table.


Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Smith, Ron [TBC]
Sent: Friday, September 12, 2008 08:23 PM
To: arslist@ARSLIST.ORG
Subject: Increasing Entry ID Length


**

Hi all,
Wanted to bounce this off the group to see if there is an easy and safe
way to increase the size of the Entry-ID Field (1).  We are currently at
a length of six on the Homegrown helpdesk app, and after 10 + years
using it, we are about to roll over ID# 99.  What I want to do is to
increase it to a length of 8.  Problem is that the existing ID's do not
pad out to the full 8 digits.  Is there any utilities out there that
makes this change easy and simple to do.  I am pretty sure I can do this
by exporting the data and massage it and reimport it, but looking for an
easy way to do it.

Thanks in advance.

ARS 6.3 P.20
Win 2K3
SQL Server 2000

Thanks,

Ron Smith
Remedy/Web Developer
Providence Health & Services OR
[EMAIL PROTECTED]
503-216-7866

DISCLAIMER:
This message is intended for the sole use of the addressee, and may
contain information that is privileged, confidential and exempt from
disclosure under applicable law. If you are not the addressee you are
hereby notified that you may not use, copy, disclose, or distribute to
anyone the message or any information contained in the message. If you
have received this message in error, please immediately advise the
sender by reply email and delete this message. __Platinum Sponsor:
www.rmsportal.com ARSlist: "Where the Answers Are" html___


Please do not print this email unless it is absolutely necessary. 

The information contained in this electronic message and any attachments to 
this message are intended for the exclusive use of the addressee(s) and may 
contain proprietary, confidential or privileged information. If you are not the 
intended recipient, you should not disseminate, distribute or copy this e-mail. 
Please notify the sender immediately and destroy all copies of this message and 
any attachments. 

WARNING: Computer viruses can be transmitted via email. The recipient should 
check this email and any attachments for the presence of viruses. The company 
accepts no liability for any damage caused by any virus transmitted by this 
email. 

www.wipro.com

___
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Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
<>

Re: Unable to start ARS

[Uday Joshi]

Hi Anoop,

The 390600 is an Admin thread. Hope you have not used the same for
defining private queue.

You enable the arthread logging and restart the arserver. The thread log
will show what all threads are getting started.

Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Anoop Sasidharan
Sent: Wednesday, July 23, 2008 11:53 PM
To: arslist@ARSLIST.ORG
Subject: Unable to start ARS


** Lister

I m getting error message "unable to create (390600, 0) for TCP: while
starting ARS.
I have able to see the arserverd and TCP is running.

Has anyone faced similar issue?

ARS 6.3
LINUX OS AS/3




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Please notify the sender immediately and destroy all copies of this message and 
any attachments. 

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check this email and any attachments for the presence of viruses. The company 
accepts no liability for any damage caused by any virus transmitted by this 
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Re: "Lines of code" in Remedy?

[Uday Joshi]

I fully agree with Rick.

The line of code is an easy metric for other programming but does not
reflect the quality and/or efficiency. But still all involved feel
homely (just because of familiarity) with these figures.

I feel this figure only indicates how much you can produce. Its like how
many bricks a mason can put in a day, irrespective whether it wall of
house or great wall of China.

For Remedy I feel more than line of code, function points could be more
appropriate. Of course it wont be a ready fit but it would be closest
and would require minimal alteration. I have not tried but it is on my
wish list.

Just to add about the efficiency of code I can give an example of
innocent looking filter putting system to task only because both
"Submit" and "Modify" was checked (Actually intended was only Modify).

Best Regards,

Uday Joshi

Delivery Manager - BSM Support
Technology Infrastructure Services - BSM Unit
--
Wipro Technologies,
Hinjewadi, Pune 411057
Tel: +91 20 39104092
VOIP 842-5103




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, July 10, 2008 07:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: "Lines of code" in Remedy?


** And what's really stupid about the "lines of code" in a generic,
non-Remedy sense, is that quantity often != quality.  Good programmers
might have the same number of lines in a program as a poor programmer,
but a substantial percentage of that is going to be internal code
documentation around tight subroutines and functions.  Poor programmers
(believe me, I've seen some doozys) often write lots of lines that run
inefficiently.  Same number, completely different levels of effort and
expertise to reproduce.

So while the metric, however important, has no real value outside of
Remedy, it has even less relevance and value inside of it.  So I would
resist providing a bogus number until its intended use was very clearly
specified, so that I could provide the bogus number that best protected
my application.  Just my $0.02 from another old keypunch warhorse.

Rick


On Thu, Jul 10, 2008 at 5:54 AM, Kaiser Norm E CIV USAF 96 CS/SCCE
<[EMAIL PROTECTED]> wrote:


Oh contraire! Since the 1980s?! You'd be shocked.  It seems like
a
biggie with CMM/CMMI organizations.  Both Gary (who posted
earlier) and
I have worked in CMM/CMMI controlled organizations, and
evidently lines
of code is a big metric within it...at least for some
organizations.

Although I do definitely agree with you that it's 100% stupid.


-Original Message-
From: Action Request System discussion list(ARSList)
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Answers Are" html___


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check this email and any attachments for the presence of viruses. The company 
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Re: Where is the background appearance information stored?

[Uday Joshi]

I tried extracting the proplong.

Could not see anything which can be guessed as a bit map.

Now I will experiment with a test form with and without background image
and let me see whether there is any difference.

Best Regards,

Uday Joshi

Delivery Manager - BSM Support
Technology Infrastructure Services - BSM Unit
--
Wipro Technologies,
Hinjewadi, Pune 411057
Tel: +91 20 39104092
VOIP 842-5103




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jones, Jonathan Clark
Sent: Friday, June 20, 2008 06:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Where is the background appearance information stored?


**

I think it's stored in the proplong column in the fieldid=0 record on
the field_dispprop table



Select proplong from field_dispprop where schemaid =  and
vuiid =  and fieldid = 0



The same is true for your button images I think



Select proplong from field_dispprop where schemaid =  and
vuiid =  and fieldid = 





Problem is the image data definition looks like it's concatenated with
viewname and other definitions so it may be hard to extract.



Good luck.



Jonathan Jones

Southern Company Services

205-257-4799







From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Uday Joshi
Sent: Friday, June 20, 2008 12:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Where is the background appearance information stored?



Hi Tim,



To start with either. or at least background image.



Best Regards,



Uday Joshi





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield
Sent: Thursday, June 19, 2008 10:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Where is the background appearance information stored?

**

Are you asking about background color or background image?  Or both?

--Tim



- Original Message ----
From: Uday Joshi <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, June 19, 2008 11:42:45 AM
Subject: [ARSLIST] Where is the background appearance information
stored?

**

Hi Listers



I believe that everything in Remedy is stored some where in the table.
So I am trying to locate where is the background information on the
Appearance tab of the View properties stored?



I tried searching in table vui but no luck

I tried searching field_dispprop with a guess that the total appearance
may be stored as a field. Interestingly I found fieldID = 0 but
properties did not reveal anything meaningful (rather interpretable)?



Does anybody know about this?





Best Regards,



Uday Joshi



Delivery Manager - BSM Support

Technology Infrastructure Services - BSM Unit

--

Wipro Technologies,

Hinjewadi, Pune 411057

Tel: +91 20 39104092

VOIP 842-5103



Please do not print this email unless it is absolutely necessary.

The information contained in this electronic message and any attachments
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should check this email and any attachments for the presence of viruses.
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transmitted by this email.

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html___

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Re: Where is the background appearance information stored?

[Uday Joshi]

Hi Tim,

To start with either. or at least background image.

Best Regards,

Uday Joshi



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield
Sent: Thursday, June 19, 2008 10:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Where is the background appearance information stored?


**
Are you asking about background color or background image?  Or both?

--Tim



- Original Message 
From: Uday Joshi <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, June 19, 2008 11:42:45 AM
Subject: [ARSLIST] Where is the background appearance information
stored?

**
Hi Listers

I believe that everything in Remedy is stored some where in the table.
So I am trying to locate where is the background information on the
Appearance tab of the View properties stored?

I tried searching in table vui but no luck
I tried searching field_dispprop with a guess that the total appearance
may be stored as a field. Interestingly I found fieldID = 0 but
properties did not reveal anything meaningful (rather interpretable)?

Does anybody know about this?


Best Regards,

Uday Joshi

Delivery Manager - BSM Support
Technology Infrastructure Services - BSM Unit
--
Wipro Technologies,
Hinjewadi, Pune 411057
Tel: +91 20 39104092
VOIP 842-5103


Please do not print this email unless it is absolutely necessary.

The information contained in this electronic message and any attachments
to this message are intended for the exclusive use of the addressee(s)
and may contain proprietary, confidential or privileged information. If
you are not the intended recipient, you should not disseminate,
distribute or copy this e-mail. Please notify the sender immediately and
destroy all copies of this message and any attachments.

WARNING: Computer viruses can be transmitted via email. The recipient
should check this email and any attachments for the presence of viruses.
The company accepts no liability for any damage caused by any virus
transmitted by this email.

www.wipro.com

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html___
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Please notify the sender immediately and destroy all copies of this message and 
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accepts no liability for any damage caused by any virus transmitted by this 
email. 

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Where is the background appearance information stored?

[Uday Joshi]

Hi Listers

I believe that everything in Remedy is stored some where in the table.
So I am trying to locate where is the background information on the
Appearance tab of the View properties stored?

I tried searching in table vui but no luck
I tried searching field_dispprop with a guess that the total appearance
may be stored as a field. Interestingly I found fieldID = 0 but
properties did not reveal anything meaningful (rather interpretable)?

Does anybody know about this?


Best Regards,

Uday Joshi

Delivery Manager - BSM Support
Technology Infrastructure Services - BSM Unit
--
Wipro Technologies,
Hinjewadi, Pune 411057
Tel: +91 20 39104092
VOIP 842-5103


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Re: Outlook integration

[Uday Joshi]

Hi Jim,

I have not done it but  have some idea.

Outlook supports open standard called iCal defined by IETF. As per
IETF's RFC the calendar is text based file through which you can define
calendar event.

So you will have to have workflow to create this file and then send as a
email message to the intended recipient.

Best Regards,

Uday Joshi

Delivery Manager - BSM Support
Technology Infrastructure Services - BSM Unit
--
Wipro Technologies,
Hinjewadi, Pune 411057
Tel: +91 20 39104092
VOIP 842-5103




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of O'Hara, Jim
Sent: Thursday, May 22, 2008 05:20 AM
To: arslist@ARSLIST.ORG
Subject: Outlook integration


**

I need a filter that will create a reminder on an Exchange server.
Anybody done this?  Tia

Jim O'Hara

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Re: Approval Server installation error

[Uday Joshi]

Hi,

I feel that Grp402 data import failure can be due to unique key index
viloation. Check the import log.

The Group 402 refers to "Approval Admin" which if already present may
give error as duplication is not allowed.

Best Regards,

Uday Joshi

Delivery Manager - BSM Support
Technology Infrastructure Services - BSM Unit
--
Wipro Technologies,



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of tricky maybe
Sent: Friday, April 18, 2008 08:26 PM
To: arslist@ARSLIST.ORG
Subject: Approval Server installation error


** I'm trying to install Approval Server 6.3 and I'm geting an error -
Import Failure ~Failed importing arGrp402.data.  We have ARSystem 6.3
patch 23.  Is there a newer Approval Server installation file I can
download?  Is there like a specific Approval Server version for certain
patches?



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Re: Backing Remedy instance for disaster recovery

[Uday Joshi]

Hi Ravi,

The disaster recovery has many aspects which basically revolves around
the amount of damage you can sustain.

In the ascending order of permissible damage, various methods can be
1) If you don't want to loose even few seconds of data then you need to
employ high availability techniques
2) The daily back up of the database and the "ARSystem" file system and
frequent backup of transaction log will help you to reinstate up to the
last transaction log backup.
3) Any backup with a lesser frequency will help only to revive the
application and not data. 

Hope this gives the idea how you can plan your disaster recovery.

Best Regards,
 
Uday Joshi
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ravi
Sent: Tuesday, December 11, 2007 08:11 AM
To: arslist@ARSLIST.ORG
Subject: Backing Remedy instance for disaster recovery

Hi: is there a recommended way to back up remedy deployment. I am
talking about everything seen from the administrator window (forms,
filters, webservices, escalations etc). Want to have something place is
the data gets corrupted. I am looking for some pointers in remedy
document. I have ITSM (remedy 7.x).

Thanks
Ravi


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Re: ARS Implementation team - how many?

[Uday Joshi]

Ditto
 
You may have real tough time but the knowledge, confidence you will gain
at the end will tremendous as compared to training. I am not trying to
devaluate the training but just training can be forgotten, however
experience can not.
 
Finally you can always fall back on ARSlister.
 
Best Regards,
 
Uday 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
Sent: Friday, October 05, 2007 09:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Implementation team - how many?


** 
When you're in a bad situation, sometimes its just best to cut your
losses and move on.  In your case, I'd recommend sticking it out a
little longer,  if you're interested in working with Remedy.  Remedy
professionals are in short supply, so if its something you like, a good
career path.  This is your foot in the door for getting hired as a
Remedy professional.  Being able to put down on your resume that you
were involve with implementing ITSM 7 Suite for XYZ company is huge. 

Its sad they drop a ton of cash on purchasing ITSM, maintenance,
hardware, consulting, and skip on training you properly.  They're
setting you up for failure.  I recommend that you persist in requesting
training so you can adequately support the system.  Ultimately, you need
to figure out what's in your best interest and weigh the pros and cons
of staying/moving on. 

Luck with whatever you decide. 


Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946 



Ri Mez <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

10/04/2007 04:24 PM 
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc
Subject
Re: ARS Implementation team - how many?






the first phase (which is finally in freeze) is exactly the 3 areas
you listed.  the vendor installed a vanilla system (no data imports,
no customizations). Everything else (foundation data, basic sla, minor
customizations) was done by me.
The pm (both vendor and internal) were non existent. No coder.

I've learned a lot so far but I'm ready to move on now. I still have
had no BMC Training whatsoever (and they tell me now that it's not in
the budget).

I'm really nervous about the next phase - change and problem (possibly
full slm).

Anyway thanks for the feedback. It's nice to hear from people who know
something about ars.

Howard Richter wrote:
> Lets say your installing ServiceDesk 7, SLM, Requestor and Incident.
>
>
>
> With no data migration and limited customizations, I would say you
would
> need 3 people.
>
>
>
> One a pm, who would also translate how the system works to management.
>
> One a Application admin, to work on the setup of the system
>
> And the last person, you will need a coder.
>
>
>
> The Pm needs to also be as coder, but one that can do the translations
> needed for upper management.
>
>
>
> Howard
>
>
> On 10/4/07, Rick Cook <[EMAIL PROTECTED]> wrote:
> >
> > ** Well, that depends on the timeline involved, as I'm sure you
know, as
> > well as a number of things like the scope of work.  Without knowing
the
> > scope (i.e. what is involved in "configuring"), I could only guess
at the
> > proper time and resource requirements.
> >
> > Rick
> >
> > On 10/4/07, Ri Mez <[EMAIL PROTECTED]> wrote:
> > >


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Re: HelpDesk_AuditLogSystem form

[Uday Joshi]

Hi,
 
The HPD:HelpDesk_AuditLogSystem is common form for holding audit
information for all the audit enabled fields of the HPD:HelpDesk form.
With the out of the box HPD:HelpDesk form there are many fields for
auditing is enabled, for example Status, Priority, Impact, Urgency. 
 
You may check on the attribute tab of the field property, whether
Auditing is enabled or not. 
 
Auditing is a generic feature not limited to ITSM form. Even for your
own form you can have auditing form. See the help of Admin tool by
searching for topic "Audit"
 
 
Best Regards,
 
Uday Joshi
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of YHK
Sent: Friday, September 28, 2007 01:26 AM
To: arslist@ARSLIST.ORG
Subject: HPD:HelpDesk_AuditLogSystem form


** Hello Listers!

Digging through new ITSM 7.x and noticed a form labeled
"HPD:HelpDesk_AuditLogSystem". It is an audit form with only a status
field. What is this form used for and why does it only have a status
field and none other? 

Thank you in advance for any insight/input!

Regards,
YHK
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Re: ITSM Data Model

[Uday Joshi]

Hi Frex,
 
Sorry for responding late. But I came across some white paper explaining
architecture of various module in ITSM. It does include ERDs.
 
Example visit following link for Change management
 
http://www.bmc.com/supportu/documents/57/47/65747/65747.pdf
 
It may give some insight to the application. 

Best Regards,
 
Uday Joshi
 
 

 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frex Popo
Sent: Wednesday, September 05, 2007 07:16 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Data Model


** 
Hi Everyone,
 
Need to extract some data from ITSM6.0 (Oracel Level). I have not been
told what data to extract yet :) But would like to take a look at, if
you have any, some data model or a doc with an overview of the ITSM
forms/views and their relationship. 
 
Hope I am not asking too much :)
 
Have a nice day.
 
Frex



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Re: DSO Issue

[Uday Joshi]

Hi Frank,
 
1) Is anything changed which prevents connection to "destination server"
of the DSO mapping
2) Try collecting the DSO log. In addition to the regular log file,
there is one more *.log.default. This file contains detailed
intermediate actions which take place during DSO transfer. I am guessing
that you may get some clue even if the DSO is crashing.
3) You may look at the form Distributed Pending. See whether the oldest
is getting processed or not. If DSO is crashing is crashing while
processing same record, there could be some data issue.
 
Hope you will get some clue from the above steps.
 
 
Best Regards,
 
Uday Joshi
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
Sent: Saturday, September 08, 2007 03:02 AM
To: arslist@ARSLIST.ORG
Subject: DSO Issue


** Having issue with DSO. All of a sudden it is crashing. I start it up
and then it crashes with a CORE file. I tried stopping and restarting
ARS and everything starts OK except for DSO. As far as I know nothing
has changed on the server. I generated a TRUSS file but did not see
anything -- although there was lots output and not everything I
understood :) 

Any thoughts on what to look at.

ARS 6.3 p20, Solaris 9
Sybase 12.5, LINUX

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Re: sos sos sos

[Uday Joshi]

Hi 

Approach can be as follows

1) Identify mail agent or SMTP relay which will sent out a message
without adding footer disclaimer and confidentiality warning etc,
otherwise short message will not remain short
2) Define a mailbox which will deliver message to the above defined SMTP
relay
3) Find out agency which will offer mail to short message service.
4) Now you are ready for sending short messages
5) Create a small email by creating a record in ARSystem Email Message
form and send it. Once you receive the message, now your system is ready
and tested.
6) Write a filter on Submit, with action notify using the specially
designed mail box as above.
7) Ensure that body text of the message is within limit. Typical pitfall
is when fields to construct messages inadvertently the limit is
exceeded. This results into multiple short messages. (If you are using
paid service means you might end up paying more)

Hope this should help.

Best Regards,
 
Uday Joshi
 
Delivery Manager - BSM Support
Pune
India

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of South xie
Sent: Thursday, July 19, 2007 09:02 AM
To: arslist@ARSLIST.ORG
Subject: sos sos sos

hi,I want to carry out such a function in arsystem,when someone submit a
case ,the arsystem send a mobile short message to someone else,is it
possible to carry it out in arsystem? and how? any advice will be
appreciated for.Thanks very much.


--
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Sent from the ARS (Action Request System) mailing list archive at
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Re: Sever version shows old version after patching.

[Uday Joshi]

At the time of applying the patch you know that you are applying patch 4 but I 
am still cursious to know a sure shot method to check what is the patch level 
of ITSM application, some thing similar to Server Information?

Best Regards,
 
Uday Joshi
 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Lunkwill
Sent: Monday, July 09, 2007 07:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sever version shows old version after patching.

Thanks for your answers, now I now the difference...
It was the 7.0.2 patch 4 for BMC Remedy Change Management we applied.

Will check the 7.0.01 patch 3 for the server..

Thanks again.

/Regards Johan

On 9 Juli, 14:06, "Shellman, David"
<[EMAIL PROTECTED]> wrote:
> Axton,
>
> Thanks for the update on the patch level.
>
> Dave
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
>
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Monday, July 09, 2007 7:29 AM
> To: [EMAIL PROTECTED]
> Subject: Re: Sever version shows old version after patching.
>
> ARServer 7.0.1 patch 3 (email, midtier, arserver, etc) is available.
>
> Axton Grams
>
> On 7/9/07, Shellman, David <[EMAIL PROTECTED]> wrote:
>
> > There is a difference between the application versions and the 
> > server versions.
>
> >  The latest server version that I'm aware of is 7.0.1 patch 2.
>
> >  Dave
> >  --
> >  [EMAIL PROTECTED] (Wireless)
>
> >  - Original Message -
> >  From: Action Request System discussion list(ARSList)
> <[EMAIL PROTECTED]>
> >  To: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
> >  Sent: Mon Jul 09 03:59:32 2007
> >  Subject: Sever version shows old version after patching.
>
> >  Applied 7.0.2 patch 4 on our 7.0.01 patch 1 system.
> >  After this I looked in Server Information and saw that  Server 
> > version still says 7.0.01 patch 1
>
> >  Why?
>
> >  I believe I've missed something.
> >  Maybe upgrade of arserver.exe.
> >  But this does not come with 7.0.2 patch 4
> >  (We are running on Windows 2003.)
>
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Re: Email notification problems

[Uday Joshi]

Hi John,
 
If the ARS server is at Patch 18 then I think the problem is not yet
patched !! As the real patch is on the server libraries even if it is
related to email. 
 
We have recently apllied patch 19 for server, email and midtier. We are
in the process of testing.
 
Best Regards,
 
Uday 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Hanson
Sent: Thursday, February 22, 2007 03:58 AM
To: arslist@ARSLIST.ORG
Subject: Email notification problems


** 

Hello all, 

Some time last week, the Help Desk form suddenly stopped sending out
emails to groups.  Instead, the logs show that Remedy is creating one
email for only one of the group members instead of one email for each
group member.  This is only happening with Help Desk - CHG, TSK, and all
of the custom apps are not experiencing this and are still sending to
all group members.

When I first had this issue, the folks in support told me to update the
email engine to patch 19, so I did, and everything was fine up until
about a week ago.  I've gone through various logs and none of them have
any records of issues near the time when this first began.  Has anyone
else seen this before, or have an idea of what might cause this?

I'm restarting Remedy this evening to see if that fixes it, but I'd love
to have any insight y'all can offer in case it comes up again.

ARS 6.3 patch 18 
Email engine 6.3 patch 19 
Solaris 9 
Oracle 9 

Thanks, 

John Hanson
Remedy Administrator/Developer
The Standard
1100 SW Sixth Avenue
Portland, OR 97204
Telephone (971) 321-7153
[EMAIL PROTECTED] 


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Re: how to get Remedy ARS uptime?

[Uday Joshi]

 
Check  the armonitor.log. Whenever ARServer is restarted there are
entries like armonitor stopped, the armonitor started, server is up. 

This gives fairly good indication on the downtime and very simple and
straightforward.

Best Regards,
 
Uday 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Praveen
Sent: Wednesday, February 21, 2007 09:56 AM
To: arslist@ARSLIST.ORG
Subject: how to get Remedy ARS uptime?

Hi all,
   I would like to know if there is a simple method to retrieve the
data for Remedy ARS uptime. I am not looking for uptime at the OS level,
but rather for ARS platform or Remedy Service.

Any suggestions?

Praveen

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Re: BMC Support Web Site Performance

[Uday Joshi]

It could be because unlike other patches everyone is eagerly waiting for
patch 20 and their server is not handling the peek load.

It may be interesting to find out how BMC reacts to this.

Best Regards,
 
Uday 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Tuesday, January 23, 2007 10:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Web Site Performance

Yup.  Slow.

And I won't even mention the fact that I lost access to download product
again.  oops.

-tony


--
Tony Worthington
[EMAIL PROTECTED]
262-703-5911



Jack Samson <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

01/23/2007 10:55 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: BMC Support Web Site Performance






All-

Has anyone been trying to perform downloads or navigate through the BMC 
web 
site over the past couple of days?  The performance makes it almost 
unusable.  What is the deal?  I can't even download a patch...

Regards,

Jackson

_
Get Hilary Duff?s homepage with her photos, music, and more. 
http://celebrities.live.com


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Re: SLA - BRIE dies for no reason

[Uday Joshi]

I had similar experience. SLA Patch 1537 helps.
 
Best Regards,
 
Uday Joshi
 
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon
Sent: Thursday, January 04, 2007 01:57 AM
To: arslist@ARSLIST.ORG
Subject: SLA - BRIE dies for no reason


** 
Hello Listers,
SLA 6.0
Has anyone ever had a problem with the SLA-BRIE engine just "dying" for
no apparent reason?
As I am creating SLA's and suddenly records just stop processing from
the application pending form.
I have enabled BRIE. logging from the SLA-Config Form, no errors. When I
check, the BRIE service is running.
I have exhausted support with this, they have no clue as to what would
cause this problem. I am at my wit's end on this one. Been chasing it
for over a month.
Please advise,
 
Thanks in Advance,
 

Jase Brandon 

Remedy Administration/Development 

Customer Support Systems Group

Desk - (615) - 320-4494

Cell   - (334) - 318-5426

[EMAIL PROTECTED]

 
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Application license monitoring

[Uday Joshi]

Hi All,
 
Wish you happy new year!!!
 
As a part of Remedy Administrative task I need to monitor the
utilization of Application licenses. similar to AR User licenses which
can be monitored via Server Statistics.
 
I did following
1) In the Application statistics configuration defined the application
as it appears in the Application sub tree in ARAdmin, set time interval
as 900 Seconds. 
Result : The snap shot is collected at every 900 seconds but all values
as 0.
2) Then I saw that the Application Statistics can configured. However
under Application dropdown it lists only deployable applications. I
configured the "Home Page" which was shown as Deployable. The interval
was set to 900 Seconds again.
Result: The snap shot for the Home Page shows non zero values for many
parameters. However license utilization is still 0.
 
 
Question: 
1) Is it that the Helpdesk and Change Management application should be
configured or changed to Deployable application?
 
2) If  they are changed to Deployable, will it have any other effect?
 
3) Is there any other way of monitoring Application license utilization?
 
 
Best Regards,
 
Uday Joshi
 
 
 



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