RE: Example of ARDBC vendor form plugin

[Wallace, Kelvin]

Try https://code.google.com/archive/p/arsocial/downloads


From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Jarl Grøneng
Sent: Tuesday, February 20, 2018 3:02 AM
To: ARSList 
Subject: Re: Example of ARDBC vendor form plugin


This file (located on the ar-server) contains source code for a sample ARDBC 
plugin:
\Program Files\BMC Software\ARSystem\Arsever\api\javaplugins\samplesrc.jar

--
J

2018-02-19 17:38 GMT+01:00 Babineau, Robert James 
>:
Hello All,

I’m looking for an example of a Java API for the ARDBC plugin.  I came across 
one that was posted (a Twitter ARDBC called arsocialpreview) but the link no 
longer seems accessible.  It was described here:  
http://remediesforremedy.com/2010/03/arsocial-a-java-plugin-for-twitter-%E2%80%93-bmc-remedy-ar-system-integration/

But, the link referencing the download no longer works:  
http://arsystem.xqsr.com/blog/wp-content/uploads/2010/01/arsocialpreview.zip

Does anyone have this example or do you know of other ARDBC API that I can 
reference?

Robert Babineau, P.Eng.
Bell Canada, IT

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RE: Email Engine and Office 365

[Wallace, Kelvin]

Not sure if this is even remotely related, but when we went to O365, all of our 
email went to the cloud and then came back in house.  Since it came from 
"outside," it was treated like any other outside email and often would make its 
way to user's junk mail - and they would complain about not receiving their 
email messages.

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Mckinnish, 
Randy via ARSList
Sent: Wednesday, January 24, 2018 2:36 PM
To: arslist@ARSLIST.ORG
Cc: Mckinnish, Randy 
Subject: Email Engine and Office 365

Greetings List,
Has anyone had issues with email messages form no longer having all three 
attachment alternatives when the service account is moved from Exchange to 
Office 365? We normally see (and still do for accounts that have not been 
migrated yet on 8x and 9x) email.txt, email.html, and 
email.msg under attachment alternatives tab if you toggle Display 
Advanced Options to Yes and navigate to Advanced Options. On accounts that have 
been moved to Office 365, that is not the case. We are only getting one or two 
of three. We get the email.msg and email.html occasionally but 
email.txt is nowhere to be found which is a giant problem for us as we 
send cases into HPD:Help Desk via email templates from 200+ mailboxes.
Support says it's a 365 issue and provided us with a link to a MS article 
online. We went through that and made changes but still not getting the plain 
text attachment. Took that back to support and got the same response again 
which seems like they didn't even bother reading my update (shocking). If 
anyone has seen this and has any insight, I'd love to hear it.

Thank you

RandyMckinnish | senior remedy developer | compass group, nad | o: 704.328.1970


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Filter Notify Action Dropping Fields

[Wallace, Kelvin]

We run Remedy as totally customized on Solaris and Oracle.  For about the last 
10 years, there is a filter associated with our Help Desk form that performs a 
notify to our maintenance contract vendor, via email, to repair our faulty 
equipment.  In the text of the Notify action, I basically have 3 fields:  1) 
$Requester Data$ - which is a concatenation of Name, Phone, Address, City, Zip, 
etc. of the requester, 2) $Equipment Data$ - which is a concatenation of Asset 
Tag, Serial Number, Description, Model, Purchase Date, etc. and 3) the Short 
Description of the problem.  The $Requester Data$ and $Equipment Data$ fields 
are populated by an AL when the lookup occurs for the requester and for the 
equipment.

Last month, we upgraded from 7.6.4 to 8.1.2.  Even though $Requester Data$ and 
$Equipment Data$ are listed in the text of the notify, they show up blank in 
the email.
What the notify used to look like (and what it should be now):

 John Smith
 407-555-8776
  South Orange Blossom Trail
 Orlando District Office & Work Center
 Orlando -- 32809-7999

 Asset Tag = 00096944
 Serial = 1F4J3XX
 PC Dell Notebook Quad Core 2.5 GHz
 Model Number = HD7RD
 Model Description = Latitude E6430
 Purchase Date = 5/7/2013
 Maint Code = C

 Problem Description:
   Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports 
Error2000-0332, Validation: 75863

What it looks like now:

 Problem Description:
   Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports 
Error2000-0332, Validation: 75863


In subsequent testing, I can create the same information if I list the fields 
individually - with the exception of the Purchase Date.  This field comes from 
another field of the type Timestamp, where I have set the field as 
DATE($Purchase Date) to strip off the time of day.  It seems that concatenating 
or running a Function to create a value in a field causes the Notify to ignore 
that field when it generates the email message.  Can anyone shed some light on 
this issue?

Thanks,


Kelvin R. Wallace
Data Processing Manager
Office of Agriculture Technology Services
Florida Department of Agriculture and Consumer Services

(850) 245-1067 - Office
(850) 245-1075 - Fax
kelvin.wall...@freshfromflorida.com

The Mayo Building
407 South Calhoun Street
Room B-11, Mail Stop M-3
Tallahassee FL  32399-0800

www.FreshFromFlorida.com

Please note that Florida has a broad public records law (Chapter 119, Florida 
Statutes). Most written communications to or from state employees are public 
records obtainable by the public upon request. E-mails sent to me at this 
e-mail address may be considered public and will only be withheld from 
disclosure if deemed confidential pursuant to the laws of the State of Florida.


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Re: Limit Time Of Day a Filter Runs

[Wallace, Kelvin]

You could also create an integer field called Hour and, in the first If Action 
of your Filter, set the field to HOUR($TIMESTAMP$) - then do comparisons.  The 
set fields action will set a value between 0 and 23 based on the 24-hour clock.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, August 12, 2016 3:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Limit Time Of Day a Filter Runs

I have used something like this in the past   ( Substitute $TIMESTAMP$ or 
$SERVERTIMESTAMP$ for 'Create Date' )
Example of between 1 AM and 5 AM   
('Create Date' - "1/1/70" ) % 86400) >= (1 * 3600)) AND ((('Create 
Date' - "1/1/70") % 86400) <= (5 * 3600   

The Logic is as follows   
Take the date/time and subtract the constant of the first date allowed.   This 
converts the date/time to an integer internally in seconds.   
MOD the date by the number of seconds in a day (This gives you the time of day) 
  

You can then do your comparisons 

Fred

 Original Message 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, August 12, 2016 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Limit Time Of Day a Filter Runs

**
We have a filter that is set up to send an email and need to limit it so that 
it only sends the email if the current time is between 7 AM and 6 PM.  Does 
anyone know if there is a way to limit this maybe by adding a qualification to 
the run if statement?  Any other ideas on how we may be able to limit the time 
of day the filter fires?

We are on ARS 8.1, and SQL 2008

Thanks in advance for any help

Todd Arner
Great Lakes

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Re: Question on overlays - when?

[Wallace, Kelvin]

In the Master Index documentation for 7.6.4, several references to overlays are 
mentioned.  In 7.6.3’s Master Index documentation, there is no mention of 
overlays.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Friday, September 11, 2015 9:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question on overlays - when?

** Pretty sure it was 7.6.3.

Which was the weirdest - IMHO - it was such a big change (and possibly 
dangerous) it deserved a .0 release - like 8.0.

-John



On Friday, September 11, 2015, 
richard@bwc.state.oh.us 
> wrote:
**
In which version of ARserver/Remedy did the base and overlay forms
first appear?





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Kinetic Data, Inc.
"Your business. Your process."

651-556-0930 I 
john.sundb...@kineticdata.com
www.kineticdata.com I 
community.kineticdata.com



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AR Server Restart Issue

[Wallace, Kelvin]

Greetings,

I have the following server configuration:
ARS 7.6.4 - Customized Environment, Solaris 10, Oracle DB 10.0.2.5

I get the following error in the arerror.log about once per week.  The AR 
Monitor restarts the server within a few seconds.  No users have complained.  
It is just bothersome to see these errors.

Most of the time, it identifies a user as logging in.  Sometimes it says the 
user is Email Engine or Unidentified Client.

Best I can tell, there is a segment fault.  Not sure what to do.  Any help 
appreciated.  (The names/IPs in  have been replaced)

Kelvin


Thu Jun 11 13:19:42 2015: AR System server terminated when a signal/exception 
was received by the server (ARNOTE  20)
   Signal: 11
   Thread Id: 43
   Version: 7.6.04 Build 002 201101141059 Jan 14 2011 12:42:07
   ServerName: servername
   Database: SQL -- Oracle
   Hardware: sun4v
   OS: SunOS 5.10
   RPC Id: 142552
   RPC Call: 11 (GLS)
   RPC Queue: 390620
   Client: User user from Remedy User (protocol 12) at IP address IP Address
   Logging On: User
Stacks:
/usr/ar/bin/arserverd:DumpStackTrace+0x104
/usr/ar/bin/arserverd:SignalTrapProc+0x1d0
/lib/sparcv9/libc.so.1:0xd8c28
/lib/sparcv9/libc.so.1:0xcc79c
/lib/sparcv9/libc.so.1:0xcc9a8
/usr/ar/bin/arserverd:__1cULoginCurrentUserForm6Fpkc111iC_v_+0x1b8 [ Signal 11 
(SEGV)]
/usr/ar/bin/arserverd:LoginUserForm+0x154
/usr/ar/bin/arserverd:__1cQFillCurrentUsage6F_v_+0x1dc
/usr/ar/bin/arserverd:FlushExpiredFloatingLicenses+0x7a0
/usr/ar/bin/arserverd:VerifyControlRecord+0x570
/usr/ar/bin/arserverd:argetlistschema_18_svc+0x364
/usr/ar/bin/arserverd:argetlistschema_17_svc+0x2c
/usr/ar/bin/arserverd:argetlistschema_16_svc+0x94
/usr/ar/bin/arserverd:argetlistschema_15_svc+0x2c
/usr/ar/bin/arserverd:argetlistschema_14_svc+0x2c
/usr/ar/bin/arserverd:argetlistschema_13_svc+0x2c
/usr/ar/bin/arserverd:argetlistschema_12_svc+0x2c
/usr/ar/bin/arserverd:HandleRPCs+0x41f90
/usr/ar/bin/arserverd:WorkerThread+0xfd8
/usr/ar/bin/arserverd:RestartableThreadMain+0x88
/usr/ar/bin/arserverd:UnixThreadStartRoutine+0x17c
/lib/sparcv9/libc.so.1:0xd8afc
Thu Jun 11 13:19:43 2015 : Action Request System(R) Server Version 7.6.04 Build 
002 201101141059
(c) Copyright 1991-2010 BMC Software, Inc.
Thu Jun 11 13:19:43 2015  AssignEng : Cannot establish a network connection to 
the AR System server (servername : RPC: Miscellane
ous tli error - An event requires attentionNo message of desired type)  ARERR - 
90
Thu Jun 11 13:19:43 2015  AssignEng : AR System Application server terminated 
-- fatal error encountered (ARAPPNOTE 4501)
Thu Jun 11 13:19:54 2015  390600 : Could not find or read the tags file. 
(ARNOTE 452)
Thu Jun 11 13:19:54 2015 /etc/arsystem/servername/arsystem.tag

Kelvin R. Wallace
Data Processing Manager
Office of Agriculture Technology Services
Florida Department of Agriculture and Consumer Services

(850) 245-1067 - Office
(850) 245-1075 - Fax
kelvin.wall...@freshfromflorida.commailto:kelvin.wall...@freshfromflorida.com

The Mayo Building
407 South Calhoun Street
Room B-11, Mail Stop M-3
Tallahassee FL  32399-0800

www.FreshFromFlorida.comhttp://www.freshfromflorida.com/

Please note that Florida has a broad public records law (Chapter 119, Florida 
Statutes). Most written communications to or from state employees are public 
records obtainable by the public upon request. E-mails sent to me at this 
e-mail address may be considered public and will only be withheld from 
disclosure if deemed confidential pursuant to the laws of the State of Florida.


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Re: BMC Remedy verses HP Service Manager

[Wallace, Kelvin]

I found this document from the University of North Texas, College of Business 
and their evaluation of ITSM vendors:
http://www.cob.unt.edu/itds/faculty/becker/BCIS5520/Readings/TOP_10_ITSM_VENDORS_%20service_desk.pdf

Kelvin

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Christopher Pruitt
Sent: Wednesday, December 17, 2014 10:43 AM
To: arslist@ARSLIST.ORG
Subject: BMC Remedy verses HP Service Manager

Hello Listers,

I have a question for all of you. I am trying to find any kind of documentation 
on a BMC Remedy verses HP Service Manager side by side comparison, no matter 
how old and out of date it is. Would you have any ideas where I can find these 
kinds of documents? I am working with a team here at HP and we have been tasked 
to compare BMC Remedy's products to HP Service Manager to determine which is 
the better product to use for a new startup project.

Any help pointing me in the right direction would be appreciated.

Christopher Pruitt
CRM Developer / Consultant
MSS Systems Development  Engineering
Enterprise Security Services
Hewlett-Packard

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Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

[Wallace, Kelvin]

Keith,

Just to make sure:

You sent this originally:  Run Process: PERFORM-ACTION-OPEN-URL 
\\pwfil01\Public\ITfile:///\\pwfil01\Public\IT HD\DocTest\S80039514.pdf
The %20 needs to be between the IT and the HD with no spaces.  Alternately, can 
you change that directory (folder) to IT-HD (or some name with spaces)?

Kelvin

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sinclair, Keith
Sent: Monday, October 13, 2014 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
I did try quotes around the URL but it threw up an error. When I put in the 
%20, etc. in the file name, I receive an Access Denied error.

Suffice to say, I am thinking this one is down to browser security.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Monday, October 13, 2014 9:56 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
I didn’t notice that, do you think the space may need to be URL-encoded into 
%20? Personally I still think it’s the browser security but this is one other 
trick to try, you’d have to add an extra action before the run process to do 
the replacement but if that works then you would need to write (or find) a 
function to URL encode all characters that are not HTML  compliant.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joel Sender
Sent: Friday, October 10, 2014 6:01 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
I’m not sure if this is the issue, but since your address contains a BLANK, 
have you tried quotes around the URL?
HTH,
Joel
Joel Senderjdsen...@earthlink.netmailto:jdsen...@earthlink.net
310.829.5552

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sinclair, Keith
Sent: Friday, October 10, 2014 1:24 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
Sadly, I tried that one.

Same issue – nothing happens in web browser.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Friday, October 10, 2014 3:23 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
Why not just add the URL to a line of text on a button?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, October 10, 2014 3:16 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
Disclaimer: I haven't messed around with this for a while, so it might take 
some tinkering.

Stuff below taken from here:

http://stackoverflow.com/questions/4679756/show-a-pdf-files-in-users-browser-via-php-perl

If you have PHP on your web server you can directly display a PDF doing 
something like this:

?php
$file = './path/to/the.pdf';
$filename = 'Custom file name for the.pdf'; /* Note: Always use .pdf at the 
end. */

header('Content-type: application/pdf');
header('Content-Disposition: inline; filename=' . $filename . '');
header('Content-Transfer-Encoding: binary');
header('Content-Length: ' . filesize($file));
header('Accept-Ranges: bytes');

@readfile($file);
?


William Rentfrow
wrentf...@stratacominc.commailto:wrentf...@stratacominc.com
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Friday, October 10, 2014 1:47 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
The last thing I want to do is muddy the issue, but this rings a faint bell 
about browser security.

It has been awhile and I can't recall the specifics, but maybe it will jog 
someone else's memory. It was something about trying to open a file on a local 
path that the browser (by default) viewed as malicious activity and either did 
nothing, or 404'd as a result.

It may not be applicable, but just in case.

-JDHood

On Fri, Oct 10, 2014 at 1:30 PM, Sinclair, Keith 
ksincl...@shoppertrak.commailto:ksincl...@shoppertrak.com wrote:
**
Using the URL directly in Chrome does work, also in IE. However, trying to call 
it from an AL using the Perform…URL, etc. it doesn’t do anything. Driving me 
nuts…

Logs still are showing that AL fired:

ActiveLink Start:- ST:SI-OpenSiteOther | ST:SiteInformation/Default Admin View 
- Fri Oct 10 2014 12:25:25 PM ms 271
True actions:
action 0
Run Process: PERFORM-ACTION-OPEN-URL 

Re: Changing servers

[Wallace, Kelvin]

Hi Richard,

You did not mention it, but there should be a license key issue for the AR 
System server (unless something has changed in the newer versions).

Kelvin

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Wednesday, August 13, 2014 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Changing servers

**
It looks like our system admins need to move the arserver and our midtiers to  
servers with different names.
What/where will we have to change server names to hopefully make it happen 
easily? Hopefully it would
be just config file changes, but  Any help or guidance would be really 
appreciated. Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.
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Innotas-RemedyARS Integration

[Wallace, Kelvin]

Greetings Listers,

If anyone has any insights on such an integration, please let me know.

Kelvin


Kelvin R. Wallace
Data Processing Manager
Office of Agriculture Technology Services
Florida Department of Agriculture and Consumer Services

(850) 245-1067 - Office
(850) 245-1075 - Fax
kelvin.wall...@freshfromflorida.commailto:kelvin.wall...@freshfromflorida.com

The Mayo Building
407 South Calhoun Street
Room B-11, Mail Stop M-3
Tallahassee FL  32399-0800

www.FreshFromFlorida.comhttp://www.freshfromflorida.com/

Please note that Florida has a broad public records law (Chapter 119, Florida 
Statutes). Most written communications to or from state employees are public 
records obtainable by the public upon request. E-mails sent to me at this 
e-mail address may be considered public and will only be withheld from 
disclosure if deemed confidential pursuant to the laws of the State of Florida.


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Re: Why do service requests require a Login ID?

[Wallace, Kelvin]

Tony,

We use a People profile name of Jane Doe to log calls when the caller is 
anonymous.

Kelvin

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE ARSLIST theReel
Sent: Friday, January 24, 2014 12:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Why do service requests require a Login ID?

Hi,

We are a Managed Services Provider so at any one time we have 150 + companies 
who each have their own staff coming and going.  Potentially any of these 
customers end users could call our hotline to log a fault. For obivous reasons 
it is impractical for us to try and maintain a database of potential callers.   
So when a person calls us for the first time our guys create a People profile 
for this person. These end users also have no need to access the SRM portal and 
so don't require a login ID or licence.

Each of the companies have a manager and the requirement is to provide a place  
that these managers can see the details of tickets that their staff are logging.

The idea was that we provide a single SRM logon to the Manager to access the 
business manager console and to enable the feature that logs a service request 
for each incideint/change logged.  

But I am quickly finding out that the Business Management Console leaves a lot 
to be desired when using it for this purpose.

Tony

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Field is there... but not there

[Wallace, Kelvin]

Totally customized forms:

Form A (display only) gathers info which is pushed to Form B.  One field (an 
optional field) never gets populated in the push.

I can go to Form B and enter data in the field and save.  The data is still 
there in the field after the save.  If I refresh the form, the data is gone.

So, I go out to Oracle and do a desc, and the field is not there.  I tried 
moving that field and saving the form, but the column still does not show.

Solaris 10
Oracle 10g (10.2.0)

Next step?  I was thinking of deleting the field and recreating - but I was 
wondering if someone else had experienced this issue.


Kelvin R. Wallace
Data Processing Manager
Office of Agriculture Technology Services
Florida Department of Agriculture and Consumer Services

(850) 245-1067 - Office
(850) 245-1075 - Fax
kelvin.wall...@freshfromflorida.commailto:kelvin.wall...@freshfromflorida.com

The Mayo Building
407 South Calhoun Street
Room B-11, Mail Stop M-3
Tallahassee FL  32399-0800

www.FreshFromFlorida.comhttp://www.freshfromflorida.com/

Please note that Florida has a broad public records law (Chapter 119, Florida 
Statutes). Most written communications to or from state employees are public 
records obtainable by the public upon request. E-mails sent to me at this 
e-mail address may be considered public and will only be withheld from 
disclosure if deemed confidential pursuant to the laws of the State of Florida.


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Re: Field is there... but not there

[Wallace, Kelvin]

LJ:

The field was showing Read/Write, but it was Display Only in the Entry Mode.  I 
guess I copied this field from the Display Only form.
Following the steps you provided, it did allow me to change the Entry Mode to 
Optional and the field now saves data.  I just need to go back and redirect the 
push action from the Display Only form to this new field.

Thanks to all that responded.

Kelvin


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, December 05, 2013 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Field is there... but not there

**
Kelvin,
The field is a read-only field, if you look at the database details, you should 
be able to confirm that.  If you copy the field, delete it, save the form, 
paste it back onto the form, then change it's type to optional, then re-save 
the form, you should be good to be able to start saving data in the field.

On Thu, Dec 5, 2013 at 7:34 AM, Wallace, Kelvin 
kelvin.wall...@freshfromflorida.commailto:kelvin.wall...@freshfromflorida.com
 wrote:
**
Totally customized forms:

Form A (display only) gathers info which is pushed to Form B.  One field (an 
optional field) never gets populated in the push.

I can go to Form B and enter data in the field and save.  The data is still 
there in the field after the save.  If I refresh the form, the data is gone.

So, I go out to Oracle and do a desc, and the field is not there.  I tried 
moving that field and saving the form, but the column still does not show.

Solaris 10
Oracle 10g (10.2.0)

Next step?  I was thinking of deleting the field and recreating - but I was 
wondering if someone else had experienced this issue.


Kelvin R. Wallace
Data Processing Manager
Office of Agriculture Technology Services
Florida Department of Agriculture and Consumer Services

(850) 245-1067tel:%28850%29%20245-1067 - Office
(850) 245-1075tel:%28850%29%20245-1075 - Fax
kelvin.wall...@freshfromflorida.commailto:kelvin.wall...@freshfromflorida.com

The Mayo Building
407 South Calhoun Street
Room B-11, Mail Stop M-3
Tallahassee FL  32399-0800

www.FreshFromFlorida.comhttp://www.freshfromflorida.com/

Please note that Florida has a broad public records law (Chapter 119, Florida 
Statutes). Most written communications to or from state employees are public 
records obtainable by the public upon request. E-mails sent to me at this 
e-mail address may be considered public and will only be withheld from 
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_ARSlist: Where the Answers Are and have been for 20 years_

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Re: Date Query

[Wallace, Kelvin]

Mark,

 

I added these fields to the form several years back and it has been
helpful in instances like yours:

 

 

 

The values are set from the Arrived Time when the form loads.  The user
can choose 2 for the Month and 2013 for the Year to see all of the
tickets that arrived in February, 2013.

 

HTH,

Kelvin

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, March 15, 2013 9:28 AM
To: arslist@ARSLIST.ORG
Subject: Date Query

 

** 

Hi All  TGIF,

 

I want to set up a web report like give me all the tickets created last
week or give me all of the tickets created last month. When running
the report the query would know today is Friday March 15h and the report
is to include all the ticket created between Sunday March 3rd  and
Saturday March 9th.

 

I know I can do for yesterday, last 7 days, etc. using $DATE$ but don't
know if it can be done for last week or last month.

 

ARS 7.6.04

ITSM 7.6.04 

 

Thanks

Mark

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

 

 



This e-mail is the property of NaviSite, Inc. It is intended only for
the person or entity to which it is addressed and may contain
information that is privileged, confidential, or otherwise protected
from disclosure. Distribution or copying of this e-mail, or the
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image003.jpg

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

[Wallace, Kelvin]

Our environment is customized, but we allow others to work on tickets.
I have built workflow to trigger a notification to the person the ticket
is assigned that someone had modified his/her ticket.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, February 27, 2013 4:40 PM
To: arslist@ARSLIST.ORG
Subject: You do not have permission(users complain)

 

** 

Hi All,

 

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

 

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

 

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

 

Thanks

Mark 

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

 

 



This e-mail is the property of NaviSite, Inc. It is intended only for
the person or entity to which it is addressed and may contain
information that is privileged, confidential, or otherwise protected
from disclosure. Distribution or copying of this e-mail, or the
information contained herein, to anyone other than the intended
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Re: WWRUG13?

[Wallace, Kelvin]

Tommy,

 

We're having it at your place this year!

 

No...  last I heard (which has been a few months), it would either be
San Jose or Houston (most votes were for The Fairmont in San Jose).
Supposedly, they had lined up hotels in both cities - but with no
contract.  There was a concern that BMC may be acquired by some other
entity (like Oracle) and Oracle OpenWorld might interfere - it is in San
Francisco in late September and the organizers were hoping for late
October for wwrug13.

 

They did get the www.wwrug13.com domain - but there is nothing there
yet.

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Monday, February 25, 2013 3:01 PM
To: arslist@ARSLIST.ORG
Subject: WWRUG13?

 

** 

Any update on where/ when this year? I did not notice an announcement on
the list yet.

 

Tommy Morris

RSTS Technical Consultant II

Office# 817-415-2510

 

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Re: OFFLIST - Incident Submitter and License terms - Dear BMC have you mislead us?

[Wallace, Kelvin]

We run a customized Incident app here and we allow anyone to modify – but when 
they do, it triggers a notification (to the assigned tech) of the changes.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason
Sent: Friday, November 30, 2012 4:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: OFFLIST - Incident Submitter and License terms - Dear BMC have you 
mislead us?

 

** 

I'm actually all for not allowing submitters/end users to modify their 
incidents. Support techs don't re-read tickets. If somebody gets assigned an 
incident, reads it, then somebody modifies that ticket, how is the assignee 
supposed to know what was changed? At least forcing them to add work info 
updates adds a time stamp to their update. Something an assignee could see and 
know what information is new.

 

And yes, somebody will point out auditing. But that means the tech has to know 
something was changed, open the audit log, look at the new entries, and then 
look at previous entries to determine what the previous value was. And if you 
create a notification to the assignee? Well, that's just one more thing for 
their auto-delete rule.

 

Bottom line... The locked submitter mode is part of the Action Request System 
functionality. The ITSM apps are a different product and can't assume 
everything carries over. Exhibit B: 7.6.04 User Tool. 

 

 

Been one of those days.

Jason

 



From: Timothy Powell timothy.pow...@pbs-consulting.com
To: arslist@ARSLIST.ORG 
Sent: Friday, November 30, 2012 2:39 PM
Subject: Re: OFFLIST - Incident Submitter and License terms - Dear BMC have you 
mislead us?

 

** 

And I will venture on to say that I understand that there are some application 
Role dynamics in play here. Not allowing a DIFFERENT user to make mods to a 
ticket that’s not theirs or where they are not a member of the assignee/owner 
group is completely understandable. But I am still confused on the business 
logic behind not allowing a user to update their own ticket beyond work info 
entries (which of course is really a separate submit).

 

tp

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Friday, November 30, 2012 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Incident Submitter and License terms - Dear BMC have you mislead us?

 

** 

I did a search of this year’s listings before I asked this question, so I 
apologize if I missed a thread and am dragging up an old subject. I did see 
some similar discussions, but nothing specific to this.

 

BMC/Remedy has always promoted the fact that if the server was set to Submitter 
Mode-Locked (SML) that any user could submit and modify their own records 
(where $USER$ = Submitter Field ID 2). In ITSM 7.6.04, that level of permission 
equates to Incident Submitter.

 

So I have a user that is set up as Incident Submitter with a Read license 
attached to that role and a Read AR license. The user can submit tickets BUT 
cannot modify their own incident tickets (where $USER$ = Submitter Field ID 2). 
There is actually workflow in place to prevent this. In order for them to 
modify their own record, I have to bump that user up to Incident User level, 
which then requires a Fixed or Floating license.

 

So my question is: Is that not in conflict with one of the major sales 
arguments BMC made to our organizations, that being our users could submit and 
modify their own records without a Fixed or Floating license?

 

Tim Powell

 

_attend WWRUG12 www.wwrug.com http://www.wwrug.com/  ARSlist: Where the 
Answers Are_

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Re: Bring back the ARSList MVP for 2013

[Wallace, Kelvin]

Yes

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Poston, Lynn
Sent: Wednesday, October 24, 2012 11:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Bring back the ARSList MVP for 2013

Yes.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Tuesday, October 23, 2012 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Bring back the ARSList MVP for 2013

I had been on hiatus from Remedy for almost two years and hadn't been reading 
the list long enough to warrant voting this year but I certainly will next year 
if Dan gives us that opportunity. My new position finally gave me the chance to 
do Remedy development full-time and I'm jumping into the world of the ITSM 
suite now as well so I imagine that all the gurus on the list will be even more 
helpful to me in the future.

Hopefully this will continue as a a really long thread about continuing it in 
Dan's words so I changed the subject line.


-Rick

___
Rick Westbrock
QMX Support Services



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 23, 2012 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

Please sign to indicate your support of bringing back the ARSList awards and 
MVP at WWRUG;

http://www.ipetitions.com/petition/continue-the-arslist-awards-and-mvp/

... and spread the word :)

Ken.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Tuesday, October 23, 2012 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

Coolthat means if we can get around 500 votes or more for the MVP next 
year, another tradition can be carried on:D

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Tuesday, October 23, 2012 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

** 

As I told LJ and the others in our midnight on discussion:

IF there is a really big, and by big I mean say, 10% of the list,

That sends emails or creates a really long thread about continuing it,

I might be convinced to bring it back.

 

But with 2.5% voting, although they usually reach the right conclusion,

It says to me that the ARSlist is a commodity now and there isn’t that much 
interest in 

The Award.

 

To Clarify and somewhat repeat what I said at the conference:

 

There is no longer a separate session for the ARSlist Awards, it is part of an 
opening session dedicated to all awards

 

The ARSlist carries on, and for now as “just an email list”

 

Doing some Awards related to the ARSlist carries on

The ARSlist MVP Award  is now retired

I will be doing the 20th Anniversary of the ARSlist next year.

 

Twinkies and Hawaii shirts have a life of their own.

I will be throwing a wrinkle into that next year as well J

 

Dan

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tami Palacky
Sent: October 23, 2012 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

 

** 

Congrats LJ !!!

I hope you did a good job of convincing Dan continue with the awards.  i did 
vote and try to every year ... i dont do more on teh ARRList than read the 
posts everyonce in a while, but you do notice those that are helpful in the 
responses


On Thursday, October 18, 2012 5:13:09 PM UTC-4, Joe Martin D'Souza wrote:

** 

 

You had it coming a long time!

 

Joe

_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 

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Re: Urgent help Crictical issue

[Wallace, Kelvin]

Check to make sure there is no space (or spaces) after or before the 3
digit entry.
K

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of vidyasagar kommu
Sent: Monday, April 30, 2012 8:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent help Crictical issue

Yes your right we are setting only three numbers (The Database in put
length is also 3).last two day we are getting the error .what could be
the reason could you please let me know .

Thanks in advance

On 4/30/12, John Atherly john.athe...@schneider-electric.com wrote:
 What value are you trying to set for that field.  It looks like yo 
 have a pattern that will only except a set of three numbers 
 __
 ___



 John Atherly  |   APC by Schneider Electric   |  Information, Process

 Organization (IPO)  |   Remedy Administrator / Developer
 Phone: +305-266-5005 ext. 237  |
 Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703
 Waterford Way, Suit 850, Miami, FL 33126 USA
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 vidyasagar kommu kommuvidyasa...@gmail.com Sent by: Action Request 
 System discussion list(ARSList)
 arslist@ARSLIST.ORG
 04/30/2012 07:37 AM
 Please respond to
 arslist@ARSLIST.ORG


 To
 arslist@ARSLIST.ORG
 cc

 Subject
 Urgent help Crictical issue






 Hi All ,

 I am getting below error in arerror.log file

 Mon Apr 30 05:29:37 2012  390603 : Value does not fall within the 
 limits specifi

 ed for the field :  (Pattern - [0-9][0-9][0-9]) :
 Testing:CircuitInventory :Customer VCI (ARERR 306).

 Could you please guide me how to resolve my issue.

 Thanks
 Sagar

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--
Sagar


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Two Report Related Issues

[Wallace, Kelvin]

I'm having two issues that I know I have seen on the list before, but I
cannot find where there has been resolution:

 

First is the ARERR 553 - Operation Requested is too large for a single
SQL Command when running reports.  I have run these same (saved) reports
before and had no issues.  Usually, I can take off the Grouping and the
report will run, but not always.

 

One report, which I created today, will generate a SQL statement like:

 

SELECT T9.C1,T9.C1,C536870942,C536870943,C3 FROM T9 WHERE ((T9.C1 =
'

0262731') OR (T9.C1 = '0262802') OR (T9.C1 =
'0262803') OR (T9.C1 = '0262804') OR (T9.C1 = '00

000262853') OR (T9.C1 = '0262870') OR (T9.C1 =
'0262872') OR (T9.C1 = '0262875')...

 

And it gives the 553 Error.

 

This output is from an old report which was created as a macro and then
triggered by an AL (button):

 

SELECT C1,C536870950,C3,C536870970 FROM T290 WHERE C1 IN (
'00505

29', '0050530', '0050532', '0030623'...

 

This one still works fine.  It has 4171 records, the first report has
2058.  I did notice that the first one uses the OR to select each
record and the second one uses IN to select.  But, more importantly,
the second one breaks down the statement into several statements, each
with a different group of Request IDs, which show up in the sql.log.
The first report does not - it tries to do them all.

 

Second issue:  We are still using DDE to send reports to Word and Excel.
Although Microsoft says DDE is still supported in Windows 7, we cannot
get the reports to output - the screen does a quick flash and then
nothing happens.  Of the several reports that we still use, we have to
keep an XP machine to create and print the reports.

 

Has anyone been able to make DDE work on a Windows 7 PC?

 

Much thanks in advance,

Kelvin

 


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Windows 7 ARS

[Wallace, Kelvin]

We installed 7.6.3 User on some Windows 7 32-bit PCs.  It seems to work
fine except some fields seem to be having non-visible characters added
that are causing a problem.  In one field, where the user inputs a phone
number in the pattern 123-123-1234, an error is generated when tabbing
out of the field which says it is not in that pattern (based on a AL
which checks for the pattern on lose focus).  If you go to the end and
delete all of the characters and retype the phone number, it will often
(but not always) allow the entry.  Is anyone else seeing this?  I also
see some weird characters - usually at the end of the text - when the
techs cut/paste stuff into some fields.

 

Also, I remember reading about how some people were able to get 7.6.3 to
run under 64-bit Windows 7.  When I tried to install the User on a
64-bit machine, it complained about not finding a .dll it needed to run.
What is the secret to making this work?

 

Thanks in advance.

Kelvin

 

 

Kelvin R. Wallace

Data Processing Manager

 

Remedy Skilled Professional

ITIL Foundation Certified

 

Florida Department of Agriculture  Consumer Services

Agriculture Management Information Center (AGMIC)

Enterprise Platform  Computer Operations Team (EPCOT)

Room B-11, Mail Stop M-3

407 South Calhoun Street

Tallahassee FL  32399-0800

 

850-245-1067 - Phone

850-245-1075 - Fax

 

  

http://www.doacs.state.fl.us http://www.doacs.state.fl.us/ 

 

Please note: Florida has a very broad public records law. Most written
communications to or from state officials regarding state business are

public records available to the public and media upon request. Your
e-mail communications may therefore be subject to public disclosure.

 

P Please consider the environment before printing this e-mail

 


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image001.png

Re: Windows 7 ARS

[Wallace, Kelvin]

Thanks.  Your response was helpful.  It is msvcr71.dll.  Microsoft has a
KB for this:

http://support.microsoft.com/kb/326922

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Monday, November 08, 2010 12:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Windows 7  ARS

 

** Hi Kelvin,

I have not used 7.6.03 on a 32-bit machine but have not seen any of the
behaviors you describe on 64-bit Win 7 machines.  If anything the 7.6.03
WUT seems to work much better than the 7.5 WUT did on 64-bit machines.
I have not experienced any of the hanging issues that I did with 7.5 and
also haven't needed to run WUT in XP compatibility mode.

Is the missing DLL msvcr71.dll?  I just ran into this the first time
the other day on a brand new install of Win 7 64-bit (older Win 7
machines have not had this issue).  msvcr71.dll is part of the C runtime
components (see: Redistribution of the shared C runtime component in
Visual C++ http://support.microsoft.com/kb/326922 ).  I didn't worry
too much about it and kept installing my other apps and noticed this
morning that WUT didn't have any issue opening.  One of the apps that I
install must have also included the DLL.  Also probably why I have not
run into this on more mature machines.

Jason

On Mon, Nov 8, 2010 at 8:20 AM, Wallace, Kelvin
wall...@doacs.state.fl.us wrote:

** 

We installed 7.6.3 User on some Windows 7 32-bit PCs.  It seems to work
fine except some fields seem to be having non-visible characters added
that are causing a problem.  In one field, where the user inputs a phone
number in the pattern 123-123-1234, an error is generated when tabbing
out of the field which says it is not in that pattern (based on a AL
which checks for the pattern on lose focus).  If you go to the end and
delete all of the characters and retype the phone number, it will often
(but not always) allow the entry.  Is anyone else seeing this?  I also
see some weird characters - usually at the end of the text - when the
techs cut/paste stuff into some fields.

 

Also, I remember reading about how some people were able to get 7.6.3 to
run under 64-bit Windows 7.  When I tried to install the User on a
64-bit machine, it complained about not finding a .dll it needed to run.
What is the secret to making this work?

 

Thanks in advance.

Kelvin

 

 

Kelvin R. Wallace

Data Processing Manager

 

Remedy Skilled Professional

ITIL Foundation Certified

 

Florida Department of Agriculture  Consumer Services

Agriculture Management Information Center (AGMIC)

Enterprise Platform  Computer Operations Team (EPCOT)

Room B-11, Mail Stop M-3

407 South Calhoun Street

Tallahassee FL  32399-0800

 

850-245-1067 - Phone

850-245-1075 - Fax

 

Error! Filename not specified. 

http://www.doacs.state.fl.us http://www.doacs.state.fl.us/ 

 

Please note: Florida has a very broad public records law. Most written
communications to or from state officials regarding state business are

public records available to the public and media upon request. Your
e-mail communications may therefore be subject to public disclosure.

 

P Please consider the environment before printing this e-mail

 

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Re: Windows 7 ARS

[Wallace, Kelvin]

Thanks for your response.  We are starting to see many of our techs
moving to Windows 7.  I have setup PCs (Windows 7 - both 32 and 64-bit)
for testing.  If I find out what is causing this, I'll share.
Otherwise, I'll put in a ticket to BMC.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Monday, November 08, 2010 12:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Windows 7  ARS

 

** 

Kelvin,

YesI am also seeing random weird characters appended when I paste
into a fieldI haven't reported it to BMC though.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Wallace, Kelvin
Sent: Monday, November 08, 2010 9:21 AM
To: arslist@ARSLIST.ORG
Subject: Windows 7  ARS

 

** 

We installed 7.6.3 User on some Windows 7 32-bit PCs.  It seems to work
fine except some fields seem to be having non-visible characters added
that are causing a problem.  In one field, where the user inputs a phone
number in the pattern 123-123-1234, an error is generated when tabbing
out of the field which says it is not in that pattern (based on a AL
which checks for the pattern on lose focus).  If you go to the end and
delete all of the characters and retype the phone number, it will often
(but not always) allow the entry.  Is anyone else seeing this?  I also
see some weird characters - usually at the end of the text - when the
techs cut/paste stuff into some fields.

 

Also, I remember reading about how some people were able to get 7.6.3 to
run under 64-bit Windows 7.  When I tried to install the User on a
64-bit machine, it complained about not finding a .dll it needed to run.
What is the secret to making this work?

 

Thanks in advance.

Kelvin

 

 

Kelvin R. Wallace

Data Processing Manager

 

Remedy Skilled Professional

ITIL Foundation Certified

 

Florida Department of Agriculture  Consumer Services

Agriculture Management Information Center (AGMIC)

Enterprise Platform  Computer Operations Team (EPCOT)

Room B-11, Mail Stop M-3

407 South Calhoun Street

Tallahassee FL  32399-0800

 

850-245-1067 - Phone

850-245-1075 - Fax

 

  

http://www.doacs.state.fl.us http://www.doacs.state.fl.us/ 

 

Please note: Florida has a very broad public records law. Most written
communications to or from state officials regarding state business are

public records available to the public and media upon request. Your
e-mail communications may therefore be subject to public disclosure.

 

P Please consider the environment before printing this e-mail

 

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image001.png

Error 149: A user name must be supplied in the control record

[Wallace, Kelvin]

OK... so I am getting ready to upgrade our dev server to 7.6.3.  I've 
downloaded everything, and installed the User and the Developer Studio.  The 
current server is at 7.0.1 - Patch 1.  The User starts up with no problem.  
However, the Developer Studio gives this error:

 

 Developer Studio - Error

 Error connecting to preference server.  ERROR (149):  A user name must be 
supplied in the control record; (ARERR 5098)

 

I've never seen this one (or similar) before.  All of the references that I 
have found on the web about Error 149 are not current.  But they seem to 
indicate that the user name is not being passed at login time.

 

Any ideas?

 

Also, I have not read through all of the docs for 7.6.3 yet... Is this upgrade 
going to be easy (or are there any gotchas):

 

 Solaris 10Solaris 10

 Oracle 10gR2 Oracle 10gR2 à then upgrade to Oracle 11gR2

 ARS 7.0.1 patch 1 7.6.3

 

Thanks,

Kelvin


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Re: Error 149: A user name must be supplied in the control record

[Wallace, Kelvin]

I've tried with and without a preference server.  Still the same error.

The java is showing 1.6.0_10.

The user tool logs in without a problem.

I think I will try to reinstall Dev Studio in the morning.

Thanks,
Kelvin

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, October 20, 2010 4:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error 149: A user name must be supplied in the control record

That error is occurring in the Developer Studio.  Is your server set to use a 
Preference server?

Also what version Java is on the machine for Developer Studio?

Fred
Another unlucky person not able to go to WWRUG10


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Wallace, Kelvin
Sent: Wednesday, October 20, 2010 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Error 149: A user name must be supplied in the control record

** 
OK… so I am getting ready to upgrade our dev server to 7.6.3.  I’ve downloaded 
everything, and installed the User and the Developer Studio.  The current 
server is at 7.0.1 – Patch 1.  The User starts up with no problem.  However, 
the Developer Studio gives this error:

 Developer Studio – Error
 Error connecting to preference server.  ERROR (149):  A user name must be 
supplied in the control record; (ARERR 5098)

I’ve never seen this one (or similar) before.  All of the references that I 
have found on the web about Error 149 are not current.  But they seem to 
indicate that the user name is not being passed at login time.

Any ideas?

Also, I have not read through all of the docs for 7.6.3 yet… Is this upgrade 
going to be easy (or are there any gotchas):

 Solaris 10    Solaris 10
 Oracle 10gR2  Oracle 10gR2 → then upgrade to Oracle 11gR2
 ARS 7.0.1 patch 1 7.6.3

Thanks,
Kelvin

Re: Oracle 11g Instant Client...anybody got it to work?

[Wallace, Kelvin]

I seem to recall in the past where the client had to be a version behind
-- have you tried 11g Release 1?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi
Sent: Thursday, October 14, 2010 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Oracle 11g Instant Client...anybody got it to work?

I'm trying ARS 7.6.0.3 install on RHEL 5 with Oracle 11gR2 client. I
followed the steps on KBKM-00025578 (sort of), but no luck. After
specifying DB HOME, The suite installer says
AR System does not support the version of the database client

What's the trick?


  


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Re: missing assets

[Wallace, Kelvin]

A couple of things that may be helpful.  We have Status Codes for
Missing and for Stolen.  Generally, we will have a police report for
stolen and that can be scanned and placed in an attachment field for
that asset.  This also helps when auditors are examining the records.

 

For Missing, I have created a filter which triggers whenever someone
(other than AR_ESCALATOR) modifies a record listed as missing (Status
Code is Missing) and alerts/emails our central assets custodian of who
modified the record.  That property custodian can follow-up with the
person updating the record and determine if the item has been located.

 

Kelvin

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Monday, October 04, 2010 11:42 AM
To: arslist@ARSLIST.ORG
Subject: missing assets

 

** 

How does anyone else with asset management handle missing assets.  Our
folks just did a physical inventory and there are some assets that are
missing.  They are asking for a status reason on Missing for the
status of Deployed.  Seems sensible enough to me, but I was wondering
how other folks handle that situation.

 

Anne Ramey
***

E-mail correspondence to and from this address may be subject to the
North Carolina Public Records Law and may be disclosed to third parties
only by an authorized State Official.

 

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Re: Reset NextID

[Wallace, Kelvin]

I believe it would be:

 

UPDATE arschema SET nextId=value WHERE name='schema name';

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Friday, September 17, 2010 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Reset NextID

 

** 

I cannot remember for the life of me, how do you reset the NextID
numbers in Remedy 7.5? 

We are migrating from Remedy 5.5 to AR7.5 ITSM 7.6 and I need to bump
the PR and PO numbers to start at current system number +1000. 

Tommy Morris

RSTS Remedy Developer

817-415-6898

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Re: Unable to create cvs file on mid-tier

[Wallace, Kelvin]

Isn't CVS the pharmacy?  Should it be .csv?

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of D Dussie
Sent: Friday, September 10, 2010 2:16 PM
To: arslist@ARSLIST.ORG
Subject: Unable to create cvs file on mid-tier

 

** 

Is/has anyone experiencing this issue of being unable to create an cvs
report from the mid-tier. Can you help with a solution?


Getting: Report Error: Fail to perform action.

On the Reports Forms,
- Selecting a report format 
- Setting
Destination = File
Override Query Format in Report? No
Report Format = CVS
Character Encoding = windows-1252
On running this report
Dialog box Report File Name = Report.cvs (default)
- OK
- On screen report appears as well as the Report Error above.

Seems it cannot preform the to-file action. 

This had worked initially.

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Re: Sun Server T5120

[Wallace, Kelvin]

Eric,

We installed ARS on a T2000 in 2006 (it is still there) and never had
any performance issues.  However, we have home-grown apps and rarely
have as many as 50 concurrent users.  Oracle 10g and Mid-Tier are on the
same box.  CPU utilization is always low (5%).

We do have Oracle databases running on T5220s.  We were running in
production for a couple of months when someone kicked off a job that
caused an issue with disk utilization (the disks internal to the box).
Because the write actions require 4 I/Os to the disk, it created waits
which denied other users access to the Oracle apps.  We opted to move
the DBs to a arrays with a large amount of cache and the problem
disappeared.

Before we bought the T5220s, we also looked at the M3000.  At the time,
the pricing was similar except RAM was expensive for both machines
(more, I believe, for the M3000).  The T5220s have had a few issues with
firmware, but we have found a stable version.

HTH,
Kelvin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Eric Zhang
Sent: Tuesday, August 17, 2010 1:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sun Server T5120

Interesting. I was told by my capacity planning guy that Oracle 10G is
one 
of the apps performing poorly on T-Series, while PeopelSoft app just fly

on T-series box. We don't want to take a chance so we pick M3000.

Eric

On Thu, 12 Aug 2010 21:01:37 +, michael campbell
soup...@hotmail.com 
wrote:


I guess I should have weighed in earlier.  We run full ITSM for a
couple 
different organizations, to include SRM, KMX,  and a full CMDB.  We are 
doing this on T2000s in one organization, and T5120s in another. Oracle 
10G and 11G and never had any performance issues. These things smoke.
In 
an older implementation, I had 280Rs now 440s, full 5.5 ITSM, still 
purring. 
mike
 
 Date: Thu, 12 Aug 2010 17:31:33 -0400
 From: ezh...@entergy.com
 Subject: Re: Sun Server T5120
 To: arslist@ARSLIST.ORG
 
 Will do.
 
 On Wed, 11 Aug 2010 12:43:17 -0500, Axton axton.gr...@gmail.com
wrote:
 
 Interesting. Your development ui will definitely move much faster. I

 would
 like to hear how things go when in production if you can share that
 information later on.
 
 Axton Grams
 
 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.
 
 On Wed, Aug 11, 2010 at 1:36 PM, Eric Zhang ezh...@entergy.com
wrote:
 
  Thanks Axton.
 
  We decided to go with M3000 after some internal discussion and 
external
  consultation. The main reasons are: 1) Internally, we have some
T5120
  servers that perform poorly with some applications; 2) I asked BMC

 support
  for recommendation. BMC doesn't recommend a particular SPARC
machine.
  However from previous experience, they found that the T series is 
good 
 for
  mid-tier but not for CPU intensive operations in AR Server. The V 
series
  or better yet M series is good for CPU intensive operations.
 
  Eric
 
 
  On Mon, 9 Aug 2010 21:32:31 -0500, Axton axton.gr...@gmail.com 
wrote:
 
  We are using T5120, T5440, and T2000's to host Remedy. It runs 
Remedy
  really well but we are not running the ITSM applications. We are 
using
  Solaris 9 Branded Zones with Solaris 10 on the global host. We
have 
 done
  some special things to the boxes. We use libumem instead of libc 
(slab
  memory allocator) and we use quiet a few GNU tools because they
are 
 more
  up
  to date.
  
  Zones are really nice when you need to clone an environment or
need
  snapshots of an environment.
  
  There is an issues with some patches on Solaris 9 Branded Zones 
where
  rpcbind stops working with UDP transport for all services (I can 
get 
 the
  details if interested) which does not work with Remedy.
  
  There is also an issue with Java 1.5 in the Branded Zones (1.4
and 
1.6 
 JRE
  run fine), which prevents the X based Remedy installers from 
running at
  all,
  but a patch or hotfix is available to address that issue. I can
get 
 more
  details here if needed.
  
  The only comments I can add is that the cores/threads are not
that 
fast
  (1ghz, or a little faster), so the things that depend on one fast

cpu 
 do
  not
  perform as well as a say, a single cpu box with a really fast
cpu. 
The
  boxes handle a large number of concurrent users really well
though. 
We
  are
  able to support 2k to 4k (max peak) concurrent users on 2xT5120's

 without
  much of a load.
  
  Compiling software on these boxes, say compared to a SunFire or a
M-
  Series,
  is slow though. The concurrency on the cool-threads is great
though.
   That's the trade-off.
  
  The zone technology still has some maturing to do, as compared to

 openvz
  (Linux) or bsd jails. Sun is making strides in the right

Re: Monitoring Process like Arserver , Apache , Tomcat using Remedy

[Wallace, Kelvin]

I have a command called remstat that I run:

 

root more remstat

echo

echo -- ServletExec - Remedy Mid-Tier --

echo

ps -ef |grep newatlanta | grep servletexec

echo

echo -- AR Server Daemon --

echo

ps -ef |grep arserverd | grep servername

echo

echo -- AR Monitor 

echo

ps -ef |grep armonitor | grep servername

echo

echo -- AR Fork Daemon 

echo

ps -ef |grep arforkd | grep servername

echo

echo -- AR Services ---

echo

ps -ef |grep arsvcdsp | grep servername

echo

echo -- AR Plugins 

echo

ps -ef |grep arplugin | grep servername

echo

echo -- AR E-mail Engine --

echo

ps -ef |grep AREmail | grep servername

echo

echo -- Oracle Processes --

echo

ps -ef | grep pmon | grep oracle

ps -ef | grep tnslsnr | grep oracle

echo

echo -- Check via arsignal - OK if nothing is returned 

arsignal -g servername

echo

 

It outputs something like this:

 

root remstat

 

-- ServletExec - Remedy Mid-Tier --

 

root  2716 1   0   Jan 18 ? 224:25 /usr/java/bin/java
-Djava.naming.factory.initial=com.newatlanta.servletexec.Ini

 

-- AR Server Daemon --

 

root  2405  2404   0   Jan 18 ? 833:46 ./arserverd -s
servername -i /usr/ar -l /etc/arsystem/servername

 

-- AR Monitor 

 

root  2404 1   0   Jan 18 ?   0:00 ./armonitor -s
servername -c /etc/arsystem/servername/armonitor.conf

 

-- AR Fork Daemon 

 

root  2674  2405   0   Jan 18 ?  14:16 ./arforkd -s
servername -l /usr/ar/db/arfork.log

 

-- AR Services -

 

root  2693  2404   0   Jan 18 ?   3:27 ./arsvcdsp -s
servername -d /usr/ar

 

-- AR Plugins 

 

root  2694  2404   0   Jan 18 ? 124:23 ./arplugin -s
servername -i /usr/ar

 

-- AR E-mail Engine --

 

root  2747  2404   0   Jan 18 ?3904:25 /usr/java/bin/java
-Djava.library.path=/usr/ar/AREmail/servername -cp /usr/ar/AREm

 

-- Oracle Processes --

 

  oracle  2338 1   0   Jan 18 ? 232:25 ora_pmon_REMEDY

  oracle  2334 1   0   Jan 18 ?  37:45
/oracle/app/oracle/product/10.2.0/bin/tnslsnr LISTENER -inherit

 

-- Check via arsignal - OK if nothing is returned 

 

 

 

 

 

HTH,

Kelvin

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Amey Bhosale
Sent: Tuesday, July 20, 2010 2:50 PM
To: arslist@ARSLIST.ORG
Subject: Monitoring Process like Arserver , Apache , Tomcat using Remedy

 

** 

Hi All,

 

I have requirement where i need to monitor the process like Arserver ,
Email Engine , Apache , Tomcat using Remedy.

 

The plan is to have a form which will display a table with records like
Arserver , Email Engine , Apache , Tomcat .

 

So the table would have column like Component Name , Component
Status.The Component Status is a radio button created on the form which
will have value Running or Stopped.

 

So when the process is Running the record will be displayed in green and
if stopped then red.

 

So do i need to use an Escalation where i will use a Run Process to run
the grep command to check whether the process individually are running
for Arserver , Email Engine , Apache , Tomcat

 

 

The grep command does return a long string output e.g. ps -ef | grep ars
would return 4 - 6 process running i.e. arserverd , armonitor etc.

 

But then this long output how will store in Remedy and confirm the
Component status to be set as Running or Stopped ?

 

So can someone please suggest me as how should i approach with this
requirement ?

 

Regards,

 

Amey Bhosale


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Re: Location of DDE.INI file

[Wallace, Kelvin]

Nyall,

 

I think it is kept in C:\Documents and Settings\user's login
name\application data\ar system\home - where the application data
directory may be hidden.  You also need to make sure that the paths are
correct - if you upgraded to a newer version of Microsoft Office, you
need to make sure that path exists as listed in the dde.ini file.

 

HTH,

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of MCCAVITT Nyall
Sent: Wednesday, December 09, 2009 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Location of DDE.INI file

 

Hi,

Is DDE still usable on XP? Could someone please indicate how to locate
the correct location to place a dde.ini file for AR User Tool V7.5?
Whatever location I place the file in it always returns the same error
message in that the format of the dde.ini file must be either CSV or
TAB. No matter what value I put in the dde.ini file I always get the
same error message. I know that DDE should not be used as it is old
technology but it was always relatively quick and easy.

Thanks.

Nyall

__

Nyall McCavitt

Software Engineer

CND/COE/VI/SQ

Tel:  +33 1 69 88 73 02

Fax: +33 1 69 88 72 21 

Mobile: +33 6 64 85 96 23 

Please consider the environment before you print this e-mail



 

This message and any files transmitted with it are legally privileged
and intended for the sole use of the individual(s) or entity to whom
they are addressed. If you are not the intended recipient, please notify
the sender by reply and delete the message and any attachments from your
system. Any unauthorised use or disclosure of the content of this
message is strictly prohibited and may be unlawful.

 

Nothing in this e-mail message amounts to a contractual or legal
commitment on the part of EUROCONTROL, unless it is confirmed by
appropriately signed hard copy.

 

Any views expressed in this message are those of the sender.

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Re: sun4v architecture

[Wallace, Kelvin]

Axton,

I have been running Remedy on a T2000 for a couple of years now.  It
does fine, but the box itself is under-utilized.  I started virtualizing
that box using Solaris zones a few months ago, and Remedy is still
happy.

We did get several T5220s a few months back and had issues with firmware
(system hangs) - make sure you update to the latest firmware level.

HTH,
Kelvin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Axton
Sent: Monday, September 28, 2009 2:51 PM
To: arslist@ARSLIST.ORG
Subject: sun4v architecture

Is anyone running ARS on a sun4v architecture?  This architecture is
used for the coolthreads boxes (T2000, T5120, T5440, etc.).  Please
let me know if things are working as expected.

Thanks,
Axton Grams


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Re: WWRug09

[Wallace, Kelvin]

http://www.hardrockhotel.com/

 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Linda J Blomberg
Sent: Thursday, August 13, 2009 11:12 AM
To: arslist@ARSLIST.ORG
Subject: WWRug09

 

I am in the process of signing up for the Rug conference this year, but
am unable to get to the Hard Rock Hotel web site to book a room.  Does
anyone know what the room rate is?

 

Thanks,

Linda

Fermi National Accelerator Laboratory

blomb...@fnal.gov 

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Re: CPU spike 100%

[Wallace, Kelvin]

I remember someone having an issue with a screen saver on a Windows
server - the resource usage would peak when the screen saver kicked in.
It is best to use something like blank screen.

Hope this is helpful...
Kelvin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau
Sent: Monday, June 22, 2009 8:42 AM
To: arslist@ARSLIST.ORG
Subject: CPU spike 100%

Hi All,

Getting CPU spike of 100% consitantly.  Restart stays fine and then goes
up to 100% again.

We are on Arserver 7.1 patch 2.  Windows 2003.

I noticed an SLM patch for 7.1 patch 3 fixes a loop for next Business
Time Get Next window.  Has anyone had this issue on 7.0.1 and how did
they resolve.

Thanks

Tim


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Re: Dealing with stolen Assets

[Wallace, Kelvin]

I created a filter for our homegrown assets form.  Whenever someone
modifies the record with a status of Stolen or Missing, it notifies our
property custodian - just in case the item becomes found.  The
custodian can contact the last-modified-by to determine the item's
status.

 

The Stolen/Missing record stays until we go through a certification
process with our Finance  Accounting office - usually after 2 or 3
years just to make sure it is not out there somewhere - after which it
moves from Stolen/Missing to a Removed status.

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, June 10, 2009 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Dealing with stolen Assets

 

This looks like it may be the best option for us as well.  It's simple
and seems to make sense since the location really did change.

 

We also have no tie between our financial system and Remedy at this
point, and the only part we are looking at integrating at this time are
related to purchasing of new equipment, so this wouldn't affect it.

 

Thanks for your help,

 

Shawn Pierson

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Marsh, Lee
Sent: Wednesday, June 10, 2009 12:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Dealing with stolen Assets

 

** 

We created 2 standard locations/sites called LOST and STOLEN.  We start
with moving the assets to one of those sites once the asset is reported.
We then process the item through the security protocol  which varies
with the class of the device.  General the LOST/STOLEN process are
document in Work Info records:

 

Evidence of a theft is documented in the work info record for the asset
including a police report number.  Details of the how the device was
lost is also processed (Fell over board on vacation) in the work info
records.  If IM, CM, or Task Management record are generated in the
process they are related to the CI.  For example the remote wipe and
delete service task complete by operations for a lost Black Berry.

 

This works for us; however, our financials are not integrated at this
time with Remedy.

 

Hope this helps,

 

Lee Marsh

 

* 
Lee Marsh 
Remedy Administrator

BAE Systems Office Automation Systems Team
Antitrust Division, U.S. Department of Justice

Phone:  202-305-9725 

Cell:  202-528-1749
Email: lee.ma...@usdoj.gov 
*

 

 

 

 

 

 -Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]
Sent: Wednesday, June 10, 2009 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Dealing with stolen Assets

** 

Good morning,

 

I was wondering what you all view as the best practice for
dealing with assets that have been stolen, in as much as tracking that
in Asset Management.  How do your companies deal with this?

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Southern Union

5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226

 

 

 

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Re: BMC Remedy Compatibility matrix web page reverted back to old

[Wallace, Kelvin]

This is the page that looks up-to-date:
http://www.bmc.com/support/reg/remedy-compatibility-tables.html


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Wednesday, April 22, 2009 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy Compatibility matrix web page reverted back to
old

The BMC Remedy  Atrium compatibility matrix page appears to have been
corrected to be up-to-date and current.

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

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

From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] On Behalf Of Easter, David [david_eas...@bmc.com]
Sent: Monday, April 20, 2009 11:26 AM
To: arslist@ARSLIST.ORG
Subject: BMC Remedy Compatibility matrix web page reverted back to old

**
Hi All,

  (Wanted to put this in its own message)

Looks like, when they did the upgrade on the BMC site that they dropped
in a 3+ year old version of the compatibility matrix page.  I've
submitted an internal service request to get it returned to the correct
version.

http://www.bmc.com/support/reg/remedy-compatibility.html

On the positive side, if you want to grab the AR System 6.0.01
compatibility matrix, now's your chance. ;-)


-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 on Solaris zones

[Wallace, Kelvin]

John,

 

I just received a couple of T1000s and I planned on using one to install
ARS 7.5 for testing in a non-global zone.  I will let you know if I run
into any snags...

 

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John Jack
Sent: Wednesday, April 08, 2009 8:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 on Solaris zones

 

** Hi Kelvin,

 

FYI, we managed to successfully install and run ARS+ITSM on non-global
zones for almost a week now, with no problems detected. This is a 100
concurrent users environment, 1 zone for ARS + ITSM + CMDB, one for
mid-tier and one for Oracle. It is also a Sun box. 

 

Regards,

John

2008/12/1 Wallace, Kelvin wall...@doacs.state.fl.us

** 

John,

 

I don't have ARS running in a non-global zone, but I am thinking about
utilizing my T2000 (the ARS server) for other uses (ARS would still run
in the global zone).  This box is way underutilized and I was thinking
of adding some zones for web servers.  

 

What kind of box are you running?  And what kind of environment are you
operating in (number of users, number of ARS servers, etc.).

 

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John Jack
Sent: Friday, November 28, 2008 8:12 AM
To: arslist@ARSLIST.ORG
Subject: ARS 7.1 on Solaris zones

 

** Hi,



Has anyone tried installing ARS (server group) on Solaris non-global
zones? Any pitfalls or recommendations?

We're planning like this:

zone 1 - Oracle 10g
zone 2 - ARS 7.1 patch 5, ITSM 7 patch 8
zone 3 - ARS 7.1 patch 5, ITSM 7 patch 8
zone 4 - ARS 7.1 patch 5, ITSM 7 patch 8 (reporting, AIE)
zone 5 - MT 7.1 patch 5
zone 6 - MT 7.1 patch 5

There is also an external Storage and 2 external load balancers.

Thanks in advance.
John

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Re: Capture ComputerName and UserName (U)

[Wallace, Kelvin]

Try this:

$PROCESS$ cmd /c set USERNAME
$PROCESS$ cmd /c set COMPUTERNAME

Other stuff:

$PROCESS$ cmd /c set USERPROFILE
$PROCESS$ cmd /c set windir
$PROCESS$ cmd /c set OS
$PROCESS$ cmd /c set USERDOMAIN
$PROCESS$ cmd /c set LOGONSERVER

If anyone knows an easy way to capture the IP address, please let me
know.

HTH,
Kelvin



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Thursday, March 19, 2009 2:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Capture ComputerName and UserName (U)

UNCLASSIFIED

The AL captures the computer name but not the Windows' user name.

Sandra Hennigan

Remedy Developer

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Feliciano, Ferdinand, A
(Rocky)
Sent: Thursday, March 19, 2009 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Capture ComputerName and UserName

 

** 

Do an Active Link instead of Filters.  Filters run on the server side.
That's why you're getting the server's information.

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Scott Illari
Sent: Thursday, March 19, 2009 10:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Capture ComputerName and UserName

 

** 

Jason,

 

You won't be able to gather the user's computer information thru a
filter since they run on the server.  You will need to run your
$PROCESS$ command in an active link without using @@.  Since you are
attempting to do this in a filter, I am assuming timing does not matter
so you can capture it on window open, window loaded, display, submit,
modify..in the active link.

 

Hope this helps.

 

Scott Illari

908-601-8948

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

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Tricky
Sent: Thursday, March 19, 2009 10:27 AM
To: arslist@ARSLIST.ORG
Subject: Capture ComputerName and UserName

 

** 
I'm trying to capture the computername and windows username using a
filter.

 

I tried using Set Fields = $PROCESS$ %COMSPEC% /c echo %COMPUTERNAME%
but I get and error -- ARERR [341] Cannot run the requested process

 

Tried using $PROCESS$ c:\windows\system32\cmd.exe /c hostname and I get
the Remedy Server information instead of the clients.

 

Thanks,

Jason


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External Table into a Table Field?

[Wallace, Kelvin]

Greetings, Listers...

 

Solaris 10

Oracle 10g

ARS 7.0.1

 

I have a People form (home grown ARS) that has a table field that
displays all of the computer related assets assigned to an individual.
I have non-computer related asset data in another Oracle table (not ARS)
that I also want to display in another table field so a user can view
both table fields from Remedy.  I already have a db link to the other
Oracle instance and I look at single records of other data in the non
ARS tables.

 

When I look at setting up the table field - either list or tree - there
is no way to make a SQL call to view this data.

 

Has anyone come across anything similar to this?  If so, were you able
to figure out how to make this work?

 

Thanks in advance,

Kelvin


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Re: Other shoe just fell, no UserWorld 2009, so on with the ARSlist Awards

[Wallace, Kelvin]

Has anyone else heard rumors of a Cisco buyout of parts or all of BMC
Software - resulting from the California blade server rollout?

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Tuesday, January 06, 2009 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Other shoe just fell, no UserWorld 2009, so on with the
ARSlist Awards

 

Not only that, but the market had crashed too, and even worse, peregrine
acquired Remedy, which initially questioned peregrine's commitment to
ARS. That in itself put many implementation projects on hold back then.

-Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Rick
Cook
Sent: Tue 01/06/09 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Other shoe just fell, no UserWorld 2009, so on with the
ARSlist Awards

As I recall, 1300 people attended the rug after the dot com bust.  The
market wasn't any worse then than now.  Did any BMC customer or partner
get asked whether they would attend?

Rick
Sent from my Verizon Wireless BlackBerry

-Original Message-
From: VanSickle, James W james.vansic...@contractor.cmc.com

Date: Tue, 6 Jan 2009 11:27:18
To: arslist@ARSLIST.ORG
Subject: Re: Other shoe just fell, no UserWorld 2009, so on with the
ARSlist Awards


There is also another side to this as well. 

How many companies in the current financial climate can or are willing
to send some or all of their Remedy teams to such a conference?  If I
was a manager trying to keep costs down, I might have a difficult time
justifying plane tickets, hotel fees, car rental, and other travel
expenses for such a conference.  BMC could have some very justified
fears that attendance would be too low to be worth the effort, and that
a number of third-party vendors may also keep their staff away in
efforts to save costs.

James Van Sickle
Remedy Developer
Office: 972-409-4902
Mobile: 214-263-9340

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Re: ARERR [160] Decompression has failed

[Wallace, Kelvin]

What .pdf reader and version are you using?

 

The full description of the error shows:

 

160

Error

Decompression has failed.

There was a failure in decompressing the data being processed, for
example, when saving an attachment in the Save-Attachment Run Process
filter command. The format of the compressed data was not correct.

 

 

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Monday, December 15, 2008 5:24 PM
To: arslist@ARSLIST.ORG
Subject: ARERR [160] Decompression has failed

 

I upgraded to Mid-Tier 7.1 P5 (running against the same patch server)
about

a month ago, and on Friday I had a user report the following error

 

ARERR [160] Decompression has failed

 

when trying to open a PDF file.  I wasn't able to replicate via the user

tool, nor via web browser (IE), until I realized that she was on a
different

web server than I was (we have two of them load balanced in prod).  As
soon

as I connected to the same web server she was using I began receiving
the

error.  I rebooted Tomcat (web and applet server all in one) and the
problem

went away.  Today they came back with the same error again, but this
time

both web servers are experiencing issues.  I'm wondering if anyone else
has

experienced this issue.  It only seems to affect PDF files thus far
because

I'm able to open other files.  Restart of the applet server seems to
take

care of it for a bit, but not forever obviously.  

 

Your time and information is appreciated.

 


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Re: ARS 7.1 on Solaris zones

[Wallace, Kelvin]

John,

 

I don't have ARS running in a non-global zone, but I am thinking about
utilizing my T2000 (the ARS server) for other uses (ARS would still run
in the global zone).  This box is way underutilized and I was thinking
of adding some zones for web servers.  

 

What kind of box are you running?  And what kind of environment are you
operating in (number of users, number of ARS servers, etc.).

 

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Jack
Sent: Friday, November 28, 2008 8:12 AM
To: arslist@ARSLIST.ORG
Subject: ARS 7.1 on Solaris zones

 

** Hi,

Has anyone tried installing ARS (server group) on Solaris non-global
zones? Any pitfalls or recommendations?

We're planning like this:

zone 1 - Oracle 10g
zone 2 - ARS 7.1 patch 5, ITSM 7 patch 8
zone 3 - ARS 7.1 patch 5, ITSM 7 patch 8
zone 4 - ARS 7.1 patch 5, ITSM 7 patch 8 (reporting, AIE)
zone 5 - MT 7.1 patch 5
zone 6 - MT 7.1 patch 5

There is also an external Storage and 2 external load balancers.

Thanks in advance.
John
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Re: How can I tell if tomcat is running?

[Wallace, Kelvin]

Steve,

 

Under Solaris 10, it is better to run Tomcat as a service.  I had a
problem where I would run the startup.sh script and the application
would die when the terminal session closed.  Letting it run as a service
would trigger a restart if the application stops.

 

I can provide notes on setting this up...

 

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Steve McDonald
Sent: Tuesday, November 18, 2008 6:39 PM
To: arslist@ARSLIST.ORG
Subject: How can I tell if tomcat is running?

 

** 

I run the startup.sh script and get this:

 

Using CATALINA_BASE:   /remedy/apache-tomcat-5.5.25
Using CATALINA_HOME:   /remedy/apache-tomcat-5.5.25
Using CATALINA_TMPDIR: /remedy/apache-tomcat-5.5.25/temp
Using JRE_HOME:   /usr/java

When I do a ps -ef I don't see any additional processes.

 

Thanks!

 

 

Steve

Solaris 10

Informix 10

ARSystem 7.1

MidTier 7.1

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Re: PL/SQL function call via set fields.

[Wallace, Kelvin]

Hey B,

I think this is the same error I get whenever an attempt is made to use
the SELECT on the first attempt.  But, it works on the second attempt
and every other attempt until Remedy server is restarted.  The Oracle
error is basically saying that Remedy is not defining the variable
before it is getting to Oracle.

HTH,
Kelvin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bulls-n-Bears
Sent: Tuesday, November 04, 2008 1:16 PM
To: arslist@ARSLIST.ORG
Subject: PL/SQL function call via set fields.

Greetings ,

we've a small function in Oracle 10g to return a transcoded/hashed
value for its input parameter., and are trying to use it for setting
the transcoded values into the DB.

we're running ITSM 7.0

my filter Set Fields SQL looks like this -

select get_hash('$current_field$') from dual;

the return value is assigned to the current field -

current_field = $1$

But whenever the filter is triggered, I see the following error. Any
idea how to get this fixed?

ARERR [552] Failure during SQL operation to the database : ORA-24374:
define not done before fetch or execute and fetch

My sqlplus prompt gives the correct response value for the function
call using the select statement.

BnB


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Re: Pricing model changed in July 08?

[Wallace, Kelvin]

Ivan,

I just bought some new AR System fixed and floating licenses in June --
I had some end-of-budget-year money -- my sales rep said the pricing was
going up in July.  

I have seen no documentation and there does not seem to be anything on
BMC's website about the pricing changes.  The government contract we buy
from has fixed pricing through sometime in 2009.

Kelvin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ivan Runions
Sent: Wednesday, October 15, 2008 3:36 PM
To: arslist@ARSLIST.ORG
Subject: Pricing model changed in July 08?

I've just had a sales guy tell me that BMC/Remedy came up with a new 
pricing model that can be used instead of the existing model (ie. an 
either/or situation).

He states that the entire ITSM Suite of applications can be purchased 
for $13,000 but that the User licenses are then more expensive to offset

the loss of revenue.  User licenses can then be purchased, as today, one

application at a time, or one super-license covering all applications.

 Additionally, annual service contracts can then be calculated on 
'actual price paid' rather than on 'current list price'. (again: your 
choice as to which model is better for you).

I have not heard of this before, and if this is true, can someone
 a) point me to some documentation on this.
 b) comment on whether this model saved you any money (it seems to me 
that only a very low number of User licenses could make this new model 
more affordable).

-ivan-

-- 
Ivan Runions
  Information Technologies
  University of Calgary
  Calgary Alberta Canada
  (403) 220-4437


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Re: Help with Oracle select statement

[Wallace, Kelvin]

Rick,

 

Try this:

 

SELECT field1 FROM form ORDER BY field2 DESC;

 

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, September 16, 2008 10:16 AM
To: arslist@ARSLIST.ORG
Subject: Help with Oracle select statement

 

** 

Am looking to get some specific syntax on a SQL call ARS 7 to Oracle 9
that would do the following:

Select field1 from Form order by field2 (field2 is int field.  I want
the sort done highest value to lowest)

Thanks!

Rick

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Re: OT - Oracle Licensing

[Wallace, Kelvin]

Roger,

 

The Oracle pricing scheme is complicated.  You can have licenses per
named user or per processor (and possibly others).  You would
probably want the per processor but it depends upon the type of box
you have.  If you have multi-core processors, there is a formula for
calculating the number of licenses you would need to buy to be
compliant.  Example:  we currently run AR System on a Sun T2000, a
single processor, 8-core, 4-threads per core box.  Solaris initializes
32 processors.  The Oracle formula works out to be 2 processors for this
box.

 

The per named user is a little complex also.  They consider any node
that accesses Oracle as a named user.  It seems (if I remember
correctly) that if you have more than 500 users, the per processor
would be the most cost effective.  You may need to speak with your
Oracle sales rep to get clarification.

 

Hope this is helpful,

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Tuesday, September 16, 2008 10:22 AM
To: arslist@ARSLIST.ORG
Subject: OT - Oracle Licensing

 

We are going to be combining two of the four Remedy systems we have into
one. One of these systems supports approx 7k users on a SQL database.
The other system supports approx 300 on an Oracle database.

 

The question becomes what it will cost to have all 7300 users on one
database? I remember that a few years back Oracle changed their
licensing policy and were trying to charge per seat. Can someone tell me
if that change ever happened?

 

Thanks,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW

Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 

 

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Re: Error While submitting ticket in IN PROGRESS

[Wallace, Kelvin]

Vyas,

 

If there is any workflow in the form that updates or creates records in
another form, the Status field the user does not have access to may be
in that other form.

 

Hope this is helpful...

 

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sree Vyas
Sent: Friday, September 05, 2008 4:37 PM
To: arslist@ARSLIST.ORG
Subject: Error While submitting ticket in IN PROGRESS

 

** 

Hello All, 

Anybody Help with this error

 

ARERR [330] You do not have write access to field :  Status*]

 

Advance Thanks,

Vyas

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Re: User IP Address

[Wallace, Kelvin]

Roger,

 

You can capture the IP by creating a field and then running an Active
Link Set Fields action of:

 

 $PROCESS$ cmd /q /c ipconfig

 

The output to this field would look something like this:

 

 Windows IP Configuration

 

 Ethernet adapter Local Area Connection:

 

 Connection-specific DNS Suffix  . :
testdomain.com

 IP Address. . . . . . . . . . . . :
172.99.10.113

 Subnet Mask . . . . . . . . . . . :
255.255.255.0

 Default Gateway . . . . . . . . . :
172.99.10.1

 

Maybe you could figure a way to strip out the stuff you don't need...

 

HTH,

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Friday, July 11, 2008 12:14 PM
To: arslist@ARSLIST.ORG
Subject: User IP Address

 

Does anyone know where Remedy captures the IP address for each user who
is logged in? This would be for 7.x servers.

 

Thanks,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW

Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 

 

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Re: Remedy Logo on Email Templates

[Wallace, Kelvin]

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie
Sent: Thursday, April 24, 2008 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Logo on Email Templates

 

Hi All - When I created my email templates I used the format from Remedy
which included a link to the Remedy logo...I just noticed that the image
is broken on my emails.  Any idea where remedy moved this file?

 

Here is the old URL: 
http://www.remedy.com/email/cs5/logo_built_on_remedy.gif  

 

 


Christie Pargeter 
WeyerhaeuserDocumentation  Training   
[EMAIL PROTECTED] 

  Portland, OR 

tel: 503-574-3571
fax: 253-928-1072

 

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Re: Check ARS services from Unix shell script

[Wallace, Kelvin]

Prashant,

 

I have a script I call remstat which is shown below.  It allows you to
quickly see all of the Remedy processes you wish to monitor.  You may
need to tweak it for your needs...

 

echo Tomcat - Remedy Mid-Tier - Web 

ps -ef | grep tomcat

echo

echo AR Server Daemon --

ps -ef | grep arserverd

echo

echo AR Monitor 

ps -ef | grep armonitor

echo

echo AR Plug-in Server -

ps -ef | grep arplugin

echo

echo AR Assignment Engine --

ps -ef | grep apsvcae

echo

echo AR Application Dispatcher -

ps -ef | grep arsvcdsp

echo

echo AR Fork Daemon 

ps -ef | grep arforkd

echo

echo CMDB Engine ---

ps -ef | grep cmdbd

echo

echo Reconciliation Engine -

ps -ef | grep arrecond

echo

echo AR Flashboards 

ps -ef | grep flashboard

echo

echo AR E-mail Engine --

ps -ef | grep AREmail

echo

 

Hope this is helpful.

 

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Prashant Patil
Sent: Sunday, February 03, 2008 1:48 AM
To: arslist@ARSLIST.ORG
Subject: Check ARS services from Unix shell script

 

** 

Dear All,

I have a query regarding ARSystem services on a unix server.

I have a requirement wherein the remedy database needs to be shutdown
for a particular task. I have a shell script in place for this. It does
the following: 

1) The shell script shuts down ARS services, checks for the message:
Action Request System shutdown process complete

2) Shuts down the DB, performs the task and restarts the DB.

3) Once the DB is up, ARS services is started and checks the message:
Action Request System initialization is complete.

I am not sure if the above steps are an efficient way to detect ARS
services. Is there a better way of checking ARS services from within a
shell script?

Thanks,

Prashant

 

 

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Re: Terrible performance - 6 concurrent users

[Wallace, Kelvin]

Harry,

 

I've heard of problems in the past where a Windows screen saver would
consume large amounts of server resources.  

 

HTH,

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Harry Pugh
Sent: Tuesday, January 22, 2008 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Terrible performance - 6 concurrent users

 

Hi,

 

I'm running into some pretty bad performance problems with what should
be a pretty simple setup for Remedy and ITSM 7. Our help desk users are
experiencing delays of up to 30 seconds just when pulling up the
dropdowns for the Operational Categorizations. They're experiencing
delays from 45 seconds to a minute just to pull open an Incident form.
Saving an incident takes up to 20 seconds. We only have 6 concurrent
users out of a user base of 22.

 

We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with
2xDual Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on
SQL Server 2000 on a separate box with a lot of RAM and RAID 5 storage.

 

The avg. cpu % on the ARServer is very low  ( 3%) and ARServer.exe is
taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of
RAM, and arplugin.exe is taking close to 28MB of RAM.

 

I turned on SQL and API logging and used the LogAnalyzer tool to run
through the SQL logs. I'm showing one query that one of my users
executed that took 26.358 seconds to complete - when I copy and paste
the SQL Command into SQL Server Management studio it executes and
returns the result immediately. There are also some queries run by the
Remedy Application Service that claim to take 300 seconds to execute -
again it returns immediately when I run the query on my own. So
something must be blocking these queries, but what? As far as Incident
is concerned, we're running a pretty out of the box setup for ITSM 7.

 

The API log analysis looks pretty bad as well, I saw a lot of long
running commands:

* 20.85 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryId INCxyz from Remedy User (protocol 13) at IP
address a.b.c.d

* 300.45 seconds (executed by Remedy App Service): +GLEWF
ARGetListEntryWithFields - schema
BMC.CORE.CONFIG:BMC_CIToConfigBaseRelationship from Unidentified Client
(protocol 12) at IP address

* 51.466 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryID .

 

 

As for our server queues, I'm using the following:

* Alert Min 1 Max 5

* Escalation Min 1 Max 20

* Fast Min 5 Max 20

* blank Min 2 Max 15

* List Min 15 Max 25

 

 

Any ideas for how to troubleshoot this are greatly appreciated!!

 

Thanks!

 

 

Mike Pugh

Software Engineer


13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com http://www.americansystems.com/ 

phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]


Contractor of the Year - 5th Annual Greater Washington Government
Contractor Awards

LEGAL DISCLAIMER: The information in this email is confidential and may
be legally privileged. It is intended solely for the addressee. Access
to this email by anyone else is unauthorized. If you are not the
intended recipient, any disclosure, copying, distribution or any action
taken or omitted to be taken in reliance on it, is prohibited and may be
unlawful.

 

 

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Re: Friday Humor - Questions that have Confused humankind!!

[Wallace, Kelvin]

What do you call a male ladybug?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gidd
Sent: Friday, December 07, 2007 9:54 AM
To: arslist@ARSLIST.ORG
Subject: OT:Friday Humor - Questions that have Confused humankind!!

 

Questions that have Confused humankind!!

a.. Who was the first person to look at a cow and say, \I think I\'ll
squeeze these dangly things here, and drink whatever comes out?\

a.. Why do toasters always have a setting that burns the toast to a
horrible crisp, which no decent human being would eat?

a.. Why is there a light in the fridge and not in the freezer?

a.. If Jimmy cracks corn and no one cares, why is there a song about
him?

a.. If the professor on Gilligan\'s Island can make a radio out of
coconut, why can\'t he fix a hole in a boat?

a.. Why does Goofy stand erect while Pluto remains on all fours?
They\'re both dogs! 

a.. What do you call male ballerinas?

a.. If Wile E. Coyote had enough money to buy all that Acme crap,why
didn\'t he just buy dinner?

a.. If quizzes are quizzical, what are tests?

a.. If corn oil is made from corn, and vegetable oil is made from
vegetables, then what is baby oil made from?

a.. If electricity comes from electrons, does morality come from morons?

a.. Isn\'t Disney World just a people trap operated by a mouse?

a.. Why do the Alphabet song and Twinkle, Twinkle Little Star have the
same tune? 

a.. Do illiterate people get the full effect of Alphabet Soup?

a.. Did you ever notice that when you blow in a dog\'s face, he gets mad
at you, but when you take him on a car ride, he can\'t wait to stick his
head out the window into the wind?

a.. Does pushing the elevator button more than once make it arrive
faster?

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Re: Barcode Scanning

[Wallace, Kelvin]

Dennis,

Think of a scanner as an input device, like a keyboard.  The scanner
plugs into an adapter cable that connects between your keyboard and your
computer.  When it scans, it sends a signal that your computer
interprets as keyboard input.

Usually, these scanners can be programmed to allow a prefix or suffix to
be added to the scanned value.  Example:  You are in the User Tool on a
form (in a search screen) that has an asset tag field and you want to
scan a barcode (insert the value in the asset tag field) to lookup a
stored record.  In this case, you would want to add a suffix that sends
a CTRL-Enter sequence at the end of the barcode value.  This would do
the lookup and display your record (if there is one).

The scanning would work in the mid-tier the same way -- just like
entering it from a keyboard, but I have not thought about a suffix that
would do the lookup.

By the way, the programming for the suffix and prefix is accomplished by
using special barcodes included in the scanner's manual.  

Hope this helps...
Kelvin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dennis Carmickle
Sent: Wednesday, April 11, 2007 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Barcode Scanning

I am trying to find a simple solution to scan a barcode and have it
enter
said barcode number on the screen into a field...I was wondering what
solutions are available and also wondering if that same solution would
load
that number into a field in a web page ala the mid tier


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Re: Attachments problem

[Wallace, Kelvin]

Satya,

 

There is a limit to the size of a file that may be stored as an
attachment, depending upon the database you are using.  There is a
parameter you can set in ar.cfg (or ar.conf) called DB_Max_Attach_Size
to circumvent this limit.  Although you think of the size of the file
you are attaching, ARS is looking at the size of the attachment after
ARS has compressed it.  I would suspect that your Excel file is not
compressing very well.  Adding that parameter in your ar config file
(and allowing an AR System server reset) should allow the attachment.
Make sure that the file size is sufficient for every possible attachment
size you may encounter.

 

Hope this helps...

 

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Satya Gandhi
Sent: Monday, October 15, 2007 1:23 AM
To: arslist@ARSLIST.ORG
Subject: Attachments problem

 

** 

Dear Listers,

 

We are trying to attach an excel file which has some macros written in
it. 

 

When i try to attach this file to an attachment field, it throws an
error BAD ATTACHMENT SIZE.

 

The file size is 1043 KM and am able to add a simple excel sheet with
size more than this. 

 

Can someone help with this?

-- 
Thanks  Regards

Satya Gandhi

Consultant - Remedy 

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Re: Annoying Full Text License message

[Wallace, Kelvin]

Dwayne,

Another thing you can do to insure you don't get this message is to add
the following to your ar.conf file:

Suppress-warnings: 77

Kelvin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, June 12, 2007 11:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Annoying Full Text License message

Check your user account on the User Form and make sure that you have
your Full Text License Type set to none. I am guessing it is set to
floating.

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 8-226-1805


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Tuesday, June 12, 2007 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Annoying Full Text License message

Hello Everyone,

Sometimes when I open a form in the User tool I get a message that says:

ARWARN [77] No free floating full text license tokens are available.
Currently accessing the system without full text search capability.
License will upgrade when one is available. : rem1.jmu.edu

We do not have Full Text search.

We do not have Full Text Search licenses in our license file.

The ar.conf file says Full-Text-Disable-Searching: T

So why is the system trying to assign me a license?

A related question: The Full Text Search page no longer displays on the
Server Info window.  Is there a setting somewhere that hides this page?

(ARS 7.01 patch 2, Red-Hat Linux server)

Dwayne Martin
Computing Support
James Madison University


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Re: Solaris zoned servers (Virtual) : URGENT

[Wallace, Kelvin]

Emad,

 

I was told by a Sun Solaris Product Manager that the functionality of
zones was built into Solaris 9 - but for Solaris 9 you only have one
zone.  We have AR 7 running on a Solaris 10 server, but not using
multiple zones.  We also use Oracle for our db... 

 

This whole concept has me thinking of questions [someone may know the
answer to the following questions]: 

If Oracle were in a separate zone, would you need to connect as a remote
db?  Or would it be better to keep the Oracle install in the same zone?

Can you have multiple AR servers running in different zones?  Would this
create licensing issues?

 

I would be interested to hear from anyone running AR System using or
planning to use zones.

 

Regards,

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Emad Zaky
Sent: Thursday, May 10, 2007 10:25 PM
To: arslist@ARSLIST.ORG
Subject: Solaris zoned servers (Virtual) : URGENT

 

** 

Hi,

 

 

Has anyone installed AR 7 or ITSM 7 on a solaris 10 Zone (a software
virtual machine)? Did you face any problems??

 

Regards,

Emad M. Zaky

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Resolved - Upgrade to 7.0.1 - Problem with Email Notifications

[Wallace, Kelvin]

I saw a post from Bruce Scott about making sure the names match in the
Server Information of the Admin Tool and the AR Email Mailbox
Configuration form.  One had Remedy and the other had remedy (case
sensitivity).  After I changed them both to remedy and restarted the
email daemon, messages were flying everywhere...  Thanks, Bruce.

By the way, to Mikhail Serate:  were you able to get the email engine
started?  It seemed to be a pathing issue...

Kelvin


-Original Message-
From: Wallace, Kelvin 
Sent: Tuesday, February 27, 2007 12:00 PM
To: 'arslist@ARSLIST.ORG'
Subject: Upgrade to 7.0.1 - Problem with Email Notifications

We recently upgraded to 7.0.1 from 6.3 (no patch yet) and everything
seemed to work fine, except for email notifications.  The email engine
is running on the server (Solaris 9) and messages are being created in
the AR System Email Messages (just not showing any sent information).

The Outgoing mailbox is setup correctly (was working before the upgrade)
and has a valid Exchange user and password.  I have tried looking at log
files and cannot see anything.  The only thing I can think of that was
different in the installation was adding the application password --
which appears to be displaying as asterisks on the Server Information
page within the Admin Tool.

TIA,
Kelvin

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Upgrade to 7.0.1 - Problem with Email Notifications

[Wallace, Kelvin]

We recently upgraded to 7.0.1 from 6.3 (no patch yet) and everything
seemed to work fine, except for email notifications.  The email engine
is running on the server (Solaris 9) and messages are being created in
the AR System Email Messages (just not showing any sent information).

The Outgoing mailbox is setup correctly (was working before the upgrade)
and has a valid Exchange user and password.  I have tried looking at log
files and cannot see anything.  The only thing I can think of that was
different in the installation was adding the application password --
which appears to be displaying as asterisks on the Server Information
page within the Admin Tool.

TIA,
Kelvin

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Remedy Error Relating to Crystal Reports

[Wallace, Kelvin]

Greetings,

 

Has anyone seen the following error?

 

An error occurred while generating the Crystal report: 0x80043ac1 -
IDispatch error #14529 (ARERR 1904)

 

This error occurs when we try to Print Current Case from HPD:HelpDesk.
We have not integrated Crystal Reports with Remedy.

 

ARS 6.3

Occurs on both 6.3 and 7.0 user tools.

 

TIA,

Kelvin


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Re: FTS Documentation

[Wallace, Kelvin]

You can find documentation on page 248 of the Configuring-700.pdf
document.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Remedy Guru
Sent: Thursday, December 14, 2006 4:30 PM
To: arslist@ARSLIST.ORG
Subject: FTS Documentation

 

** 

Does anyone know where I might find the documentation for the latest
version of FTS.  I've been all over the Support site and it does'nt seem
to be out there?  Also, is anyone using it with ITSM7?  I'd be
interested in any information you can provide. 

 

Thanks in advance,

Rem

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Re: FTS License Upgarde

[Wallace, Kelvin]

I had a similar issue.  We have been paying for support for Service Desk
although we have not actually licensed it on any server.  Now we are
getting ready to expand from our home-grown Help Desk application to
Service Desk and beyond (Change, CMDB, etc.).  I created a new dev
server and loaded ARS 7.0.1 and did a license purge from our previous
dev server (when 7.0.1 first came out).  Licensing the new dev server
and adding fixed user licenses went well.

Now, I had to get the license keys prior to load most other stuff (a
week or two later), but I could not get anything to work from the
licensing form in BMC Support, including the mid-tier.  So, I created a
ticket with support.  When the guy called me back, he advised that all
of our version 7 license keys had been deactivated and I would need to
contact my primary sales rep in order to obtain the keys.  I asked
specifically about mid-tier and was told that it was deactivated also.

Our sales rep advised that he would internally escalate this ticket.
But, if this is the new policy, this is insane.  Is this an attempt to
shift license support to the sales staff?  What is going on here?

Kelvin


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Cortes
Sent: Tuesday, December 12, 2006 12:34 PM
To: arslist@ARSLIST.ORG
Subject: FTS License Upgarde

During the past 2 weeks we've upgraded our Development AR Server from
version 5 to version 7.0.1.

In the process of doing this upgrade we found out that we had to
actually install AR Server 7.0.0 Patch 2 first so that the database gets
updated properly.

Once we got that straightened out I went and started to update my
licenses.

Now we get to FTS, which we have been using in Version 5 and paying for
all along.

Because the key name is changed I created a ticket online to purge the
old license and get a new license. Never got an email after more then 3
hours.

Call up support and after 20 minutes I'm told that my support rep has to
approve this?

I got the manager on the phone for that group and he's telling me that
this is how it works for this. I tried to explain to him that if I was
doing this on a production machine on a weekend that I can't wait  for a
sales rep to approve such a thing.

Seems kinda ridiculous that I would need approval to upgrade a key that
I have been paying support for, for the whole time we've had our system
running.

Has anyone encountered this with FTS or any other Apps ?

What has been the experiences with this ?

Does anyone think that this is a reasonable thing ?


Thanks

J. Frank Cortes
-- 
J. Frank Cortes
Technology  Planning
Yale University
175 Whitney Ave,
Room 113,
New Haven, CT 06519

Phone (203) 432-0602
Fax   (203) 432-6243

mail to : [EMAIL PROTECTED]


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Re: ARSLIST AWARDS - For Dan

[Wallace, Kelvin]

Daniel,

I did not hear anyone speak of a location, but I am guessing -- being
late October -- maybe Orlando???  Celebration would, of course, be in
Halloween attire...

Kelvin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Daniel Bloom
Sent: Friday, September 01, 2006 6:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARSLIST AWARDS - For Dan

Apparently not entirely thankless :-)

The plaque's are fedexed in the winner's directions.

I have included some of this years pin and Magnetic Words.

Patrick (Zandi): In case you hear, I used Zandiish more
than once this year, I promise not to again for at least 12 months.

Has anyone mentioned that the Next BUW has been scheduled?
October 29th, 2007 (in other words, 14 months from now).

Place not mentioned yet, perhaps in the closing session

 Daniel


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Re: Requiered field

[Wallace, Kelvin]

**








Addis,



You need to be aware that every time
someone modifies that ticket, they will need to have a value in that field. With
workflow, you can have other scenarios



Kelvin











From: Action Request System
discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Addis Solomon
Sent: Wednesday, August 30, 2006
4:49 PM
To: arslist@ARSLIST.ORG
Subject: Requiered field





** 



Can anybody tell me if it is possible to change an Optionl field to
Requiered field in some criterias please?











Thanks!!



 







Get your own web
address for just $1.99/1st yr. We'll help. Yahoo!
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Re: Web server instability

[Wallace, Kelvin]

**








Brian,



What OS are you running these on
and what version of Tomcat?



Kelvin











From: Action Request
System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Goralczyk
Sent: Monday, May 08, 2006 1:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web server
instability





** Now don't yell at
me...but we are run ARS 6.3.0 and Midtier 6.03.00 patch 013. It does
happen during the day, but heavy load is relative, and if this server considers
this heavy load, I certainly don't. We rarely have more than 50 concurrent
users on the server, and I know less than half are using the mid-tier. 



On 5/6/06, George
Barsan [EMAIL PROTECTED]
wrote:



** Hi Brian,

Please specify the ARS/Midtier version and patch set you're using .. Does it
happen during business hours - probably under heavy load?

George



On 5/4/06, Brian
Goralczyk [EMAIL PROTECTED]
wrote:



** All,







Looking for some ideas or at least a common knowledge of this
issue.

We are running a mid-tier installation using tomcat and it keeps
crashing every few days. I have logging turned on, but I am not finding
anything spectacular in the logs to explain why it is blowing up. 

Also, when it does die, and I restart it, the flashboards seems
to act lost. We have one that the query line is 'Assigned To' = $USER$
and everytime it refreshes it pulls back a different users records. Is it
very odd. 

Any ideas or suggestions would be greatly appreciated.

And for the record, the mid-tier and flashboards app are on the
same machine, which is a different machine than the AR app.

Thanks again,










Brian Goralczyk
Orbitz.com
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