Re: AIE/CMDB Question
Hi Kevin, This may a little bit of an obvious question but confirm that when you want to do your search, you begin from the Asset Management Console and have selected your test dataset. The reason why I ask this is that the dataset field gets default populated with the BMC.ASSET (production dataset) otherwise. Kind Regards, Basil Webster CMDB Manager Senior Remedy Developer Siemens IT Solutions and Services South Africa (Pty) Ltd Infrastructure Operations Process Tools 126 14th Road Erand Gardens Halfway House 1685, South Africa T : +27 11 545 3551 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.commailto:basil.webs...@siemens.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Begosh Sent: 13 April 2011 19:22 To: arslist@ARSLIST.ORG Subject: AIE/CMDB Question ** I have used AIE to import some records into the form BMC.CORE:BMC_COMPUTERSYSTEM and everything appeared to work okay. I imported them into a test dataset that I created. They all have the right ztmpkeyword, dataset id, and ztmpschemaPropername. For some reason though when I do a search on AST:Computer System they are not showing up, I am an admin on the system and I am doing a clear all before I search. Has anyone seen this behavior before. I am doing some digging but thinking maybe I missed a checkbox somewhere. ARS 7.5 CMDB 7.6 windows 2003 server Oracle 11 -- Kevin Begosh _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Separate floating licences
What does the manual say about license pools? We did this in 6.3 with license pools. There is a bit of work to do to get it right. Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.com mailto:basil.webs...@siemens.com www.siemens.co.za From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Gianluca Nieri Sent: Monday, November 30, 2009 11:42 AM To: arslist@ARSLIST.ORG Subject: Separate floating licences ** Is possible, in a multi tennacy setup on ARS 7.3, to separate floating licences per single company? I mean: I have 2 customers A and B. I want A to use 3 floating licence and B 5 floating licence. The 4th user of A must be rejected and not use the free licences of B... Thanks, Gian _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Disclaimer and Confidentiality Note This e-mail communication, its attachments, if any, and any rights attaching to it are, unless the context clearly indicates otherwise, the property of Siemens Limited. It is confidential, private and intended for the addressee only. If you are not the intended recipient and receive this communication in error, you are hereby notified that any review, copying, use, discloser or distribution in any manner whatsoever is strictly prohibited. Please notify the sender immediately that you have received this e-mail in error and delete the e-mail and any copies of it. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of Siemens Limited. Siemens Limited accepts no liability for any loss or damage whatsoever, and howsoever incurred or suffered resulting or arising from the use of this e-mail communication and/or its attachments. Siemens Limited does not warrant the integrity of this e-mail communication nor that it is free of errors, viruses, interception or interference. For more information about Siemens Limited, visit our website at www.siemens.com Siemens Limited Company Registration Number: 1923/007514/06 Registered Address: 300 Janadel Avenue, Halfway House 1685 VAT Registration Number: 4790104428 Chairman: Dr S Russwurm*; Deputy Chairman: Dr ATM Mokgokong Chief Executive Officer: SJ Clarkson; Chief Financial Officer: AD Hall Executive Directors: HA Hollier, AM Mathole Non-Executive Director: D Hoke*; Dr MI Surve; K Setzin Alternate Director: R Guntermann*; I Amod; Y Mahomed Company Secretary: V Reddy *German ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
[no subject]
Hi, Have you tried setting their home page to the other one in their preferences in the user tool? Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.com mailto:basil.webs...@siemens.com www.siemens.co.za From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sucharita SINGHAL Sent: Monday, November 30, 2009 6:39 AM To: arslist@ARSLIST.ORG Subject: Hello, Can someone suggest me the solution to following need. I want to make a display only form as the home page for a set of users. For rest of the users home page is the normal 'Home page'. I also want the links to different applications on my new(alternate ) home page. If I make the settings for the same in 'AR System User Preference' form, does it come into effect immediately or I need to make some other settings? Please detail out the procedure. Thanks Regards Sucharita Remedy Development Team,PACC,ICT ST Microelectronics Pvt. Ltd. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Disclaimer and Confidentiality Note This e-mail communication, its attachments, if any, and any rights attaching to it are, unless the context clearly indicates otherwise, the property of Siemens Limited. It is confidential, private and intended for the addressee only. If you are not the intended recipient and receive this communication in error, you are hereby notified that any review, copying, use, discloser or distribution in any manner whatsoever is strictly prohibited. Please notify the sender immediately that you have received this e-mail in error and delete the e-mail and any copies of it. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of Siemens Limited. Siemens Limited accepts no liability for any loss or damage whatsoever, and howsoever incurred or suffered resulting or arising from the use of this e-mail communication and/or its attachments. Siemens Limited does not warrant the integrity of this e-mail communication nor that it is free of errors, viruses, interception or interference. For more information about Siemens Limited, visit our website at www.siemens.com Siemens Limited Company Registration Number: 1923/007514/06 Registered Address: 300 Janadel Avenue, Halfway House 1685 VAT Registration Number: 4790104428 Chairman: Dr S Russwurm*; Deputy Chairman: Dr ATM Mokgokong Chief Executive Officer: SJ Clarkson; Chief Financial Officer: AD Hall Executive Directors: HA Hollier, AM Mathole Non-Executive Director: D Hoke*; Dr MI Surve; K Setzin Alternate Director: R Guntermann*; I Amod; Y Mahomed Company Secretary: V Reddy *German ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are image001.gif
Re: Task Flow bugs corrected
Hi Chuck,
Thanks for this info. We have ITSM 7.0 installed, patch 8 and the tasks
are a serious problem for us. Busy making your recommended changes to
our dev environment so that we can test.
Kind Regards,
Basil Webster
Remedy Developer
Siemens Southern Africa
IT Solutions and Services (Pty) Ltd
Infrastructure Operations
300 Janadel Avenue, Halfway House, 1685
T : +27 11 652 7523
F : +27 86 506 2883
M : +27 82 452 9389
basil.webs...@siemens.com mailto:basil.webs...@siemens.com
www.siemens.co.za
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
Sent: Monday, October 26, 2009 5:32 PM
To: arslist@ARSLIST.ORG
Subject: Task Flow bugs corrected
**
All,
For anyone who is using the Task Flow engine in Change Management in
more than a trivial way, you may have encountered bugs that prevent a
built flow from behaving as expected. We did. After several unhelpful
and time-wasting discussions with BMC support, we tracked-down and fixed
a handful of bugs in the Task Flow engine.
Context: ITSM 7.0.03, patch 008.
Hoping this may be useful to others, here are the corrections that we
made and why.
1. Filter TMS:TAS:Bypassed_MarkFlowTo_NotFollowed
The If Action - Push Fields was setting the Flow Status to Flow
Followed rather than Flow Not Followed as its name says. This was
causing a flow that should be bypassed appear as if it was still active.
The correction was to modify the Push Fields to set Status = Flow Not
Followed
== This was the principle bug we found. Fixing this caused the bypass
of Task Groups to function properly.
2. Filter TMS:FLW:Bypassed_TaskEvaluate`!
The Run If qualification was looking for Status = Flow Followed to
check for bypassed rather than Flow Not Followed. No doubt this bug
was hidden because of the first one above (or created because the first
one could not be found.) The correction was to change the Run If
condition to check for Status = Flow Not Followed.
3. Filter TMS:TGR:Bypassed`!
This filter was not properly setting the DO variable zTmpInternal when
a Task Group within another Task Group was being bypassed. When this
happened the change of Status to Bypassed was being interpreted as a
user input change which caused the filter TMS:SHR:Inactive_StatusLock
to generate an error. This caused all pending flow updates to roll back
leaving the flow unusable. The correction was to add zTmpInternal =
Yes to the third Push Fields If Action.
4. Filter TMS:FLW:CheckForOtherFailedFlows
I consider this a defect. In a merged flow (i.e., a Task with multiple
input flows) if ANY input flow was bypassed, this filter caused the task
and all downstream flows to also be bypassed. This is not the behavior
I expect. When I have Flow To Successor when = All Complete (in the
flow definition) I consider a bypassed input flow to be a completed
flow. Therefore if any input is closed normally, then the
multiple-input task should be activated normally. The multiple-input
task should only be bypassed if ALL inputs are bypassed. This is
important because using Any Complete in the flow is not an adequate
solution. I want the multi-input task to activate only when all inputs
are completed or bypassed. Setting the flow to Any Complete would
allow the task to fire prematurely. The correction was to DISABLE the
filter.
5. Filter TMS:SHR:varSetNameAsSourceForLabel. Despite what its help
text says, this was only setting the source field for a data label if
the data variable was an OUTPUT. We need the labels to be set when they
are INPUT as well. My correction was to copy the filter and add the
opposite condition, in this case ('zTmpVariableID' != $NULL)
I hope this saves someone some time and pain.
Regards,
Chuck Baldi
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers
Are_
Disclaimer and Confidentiality Note
This e-mail communication, its attachments, if any, and any rights attaching to
it are, unless the context clearly indicates otherwise, the property of Siemens
Limited. It is confidential, private and intended for the addressee only. If
you are not the intended recipient and receive this communication in error, you
are hereby notified that any review, copying, use, discloser or distribution in
any manner whatsoever is strictly prohibited. Please notify the sender
immediately that you have received this e-mail in error and delete the e-mail
and any copies of it. Views and opinions expressed in this e-mail are those of
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Siemens Limited does not warrant the integrity
General Question on ITSM Administration and Configuration
Hi All, Trust the weekend was good to you. I have a general enquiry regarding your experiences on the general configuration and admin of your systems. I am a developer and in our organization, my team have traditionally done all of this. However, since we implemented ITSM around 5 months ago, we have had many calls from the business people to relinquish much of this to them. Initially we gave them the data import sheets to do and after 7 customers they still can't get this basic task right. We are getting requests to dish out the master roles and to allow them to be able to enable and disable the soft config items, like categorizations etc. I am fighting this. What I want to know is what are you guys out there doing? Are you in the same situation or are you from the business end and have taken on these roles for your organization, which would imply that you take on the responsibilities too? Did your organization create system admin roles outside of the development team? One of our biggest issues is that we know we will get all the queries when it falls apart (let me not be to negative, and say if it falls apart), yet we will not know why someone made the changes. It is my experience that people that have not worked with the administration of a system do not understand that a seemingly small change can have huge ripple effect. It would be great if I could get what role you have and why you might or might not support my experience. Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.com mailto:basil.webs...@siemens.com www.siemens.co.za Disclaimer and Confidentiality Note This e-mail communication, its attachments, if any, and any rights attaching to it are, unless the context clearly indicates otherwise, the property of Siemens Limited. It is confidential, private and intended for the addressee only. If you are not the intended recipient and receive this communication in error, you are hereby notified that any review, copying, use, discloser or distribution in any manner whatsoever is strictly prohibited. Please notify the sender immediately that you have received this e-mail in error and delete the e-mail and any copies of it. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of Siemens Limited. Siemens Limited accepts no liability for any loss or damage whatsoever, and howsoever incurred or suffered resulting or arising from the use of this e-mail communication and/or its attachments. Siemens Limited does not warrant the integrity of this e-mail communication nor that it is free of errors, viruses, interception or interference. For more information about Siemens Limited, visit our website at www.siemens.com Siemens Limited Company Registration Number: 1923/007514/06 Registered Address: 300 Janadel Avenue, Halfway House 1685 VAT Registration Number: 4790104428 Chairman: Dr S Russwurm*; Deputy Chairman: Dr ATM Mokgokong Chief Executive Officer: SJ Clarkson; Chief Financial Officer: AD Hall Executive Directors: HA Hollier, AM Mathole Non-Executive Director: D Hoke*; Dr MI Surve; K Setzin Alternate Director: R Guntermann*; I Amod; Y Mahomed Company Secretary: V Reddy *German ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Where to make changes for DOMAIN change ?
Hi Raj, Yes, I mean the SQL Management Studio in the case 2005. In 2000 is was called Enterprise Manager. We are running our application machine as a 32bit installation as a VM. Our database is a 64bit SQL 2005 installation. We don't have any issues. If you supply the error you are receiving in the error log file. To confirm this, please get the compatibility matrix off of the support site as this will provide this detail. At present I am not able to access the site otherwise I would have checked for you. The application password would not stop you from starting the services. I would do the following check:- 1) Can you log into the database with the management studio, as user aradmin with the password you used when doing the install. If you can't then there is your problem. 2) Hopefully you have a standard database password, if you have deviated, change it to the same as your old environment and then copy the line containing this from your old ar.cfg to the new ar.cfg. First change the aradmin password via the SQL management Studio. 3) If (1) is not the problem, would you consider running the scripts I provided and would you install the management studio on the app server? 4) When you did the installation, did the app server successfully create the initial database on the DB server? What I am trying to understand is your install process, if you did a fresh install and then did a restore or did you restore and then try do the installation. Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.com www.siemens.co.za -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Raj Sent: Thursday, October 22, 2009 9:34 AM To: arslist@ARSLIST.ORG Subject: Re: Where to make changes for DOMAIN change ? Hello Basil, May I know which client tools are you talking about ? Database is MS SQL Server 2005 , are you talking about MS SQL Management Studio ? Thanks, Ravi On Oct 21, 11:23 pm, Webster, Basil basil.webs...@siemens.com wrote: Hi Raj, What is the error you get in the arerror log file. Is it something like unable to contact the database? We use SQL and I have often found that you need to load the SQL client tools on the app server before the AR Server will connect, even though you can ping or tracert to the db server. Have you tried adding host file entries (I assume you are on a windows environment). If you are using SQL, there are some scripts \ commands that you might look at running especially after restoring a db that was owned by another server. Confirm that your ARAdmin db name and password are the same as the previous server (in the ar.cfg this is encrypted). If you are using SQL, try running these (first ensure that there are no other connections to the db because you must have exclusive access and make sure that you run it on the correct database. It goes without saying, you must have a backup to fall back on if required):- exec sp_changedbowner 'sa' exec sp_dropuser 'ARAdmin' exec sp_changedbowner 'ARAdmin' exec sp_defaultdb 'ARAdmin', 'ARSystem' update field_table set tfServer = '@' update actlink_open set serverName = '@' where not (serverName = '@') update char_menu_query set server = '@' update char_menu_sql set server = '@' Hope this helps, or at least gives you some ideas. Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.comwww.siemens.co.za -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Raj Sent: Thursday, October 22, 2009 4:22 AM To: arsl...@arslist.org Subject: Where to make changes for DOMAIN change ? Hello All, Here is how our current environment set up. Remedy Applications Server Remedy Web Server Remedy Database Server. All these are seperate boxes directed to common domain. But now, we are going through server consolidation and domain change and all these boxes will direct to new domain. So where in the Remedy files I need to make adequate changes. I know, I should make the changes accordingly in ar.cfg file. Where else should I be making appropriate changes. After making the necessary changed on ar.cfg file after domain change of production database( moved the database from one server to other server on different domain). Am trying to restart the ARSystem Server but it fails every time. Is there anywhere else ,I need to make change or just the change in ar.cfg is enough ? Please advise, Thanks, Raj
Re: Where to make changes for DOMAIN change ?
Well it is obvious that the app cannot connect to the DB. Are there any other applications in the environment with a similar config, ie split app and db, and are they working? Just trying to eliminate a network issue. Make sure that the SQL ports are open 1433 and 1434. Theoretically you only need the TCP port 1433 but check both. Not sure if I quite understood your install plan that you followed, but this is what I would have done:- 1) On db box, install and configure SQL. 2) On app box, do fresh AR Server install to the db. Remember that you will need to select a remote database. (If at install time a connection to your db server cannot be made then either your servers have a problem or there is a network problem.) 3) Stop AR services on the app box, perform SQL restore and run scripts, start AR services. This has worked for me every time, and I have done numerous installations like this. As I said previously, if the AR install cannot connect to the db, I load the SQL client tools (not sure if that just sets up the servers ports) and then all is fine. Do you have an entry in your host file (on the app box) for the FQDN and simple name of the server, eg servername.domain.com and servername. Why are you trying to load the 32bit client tools onto a 64bit installation? I am 100% sure that the restoring of a db from a 32bit into a 64 will not cause a problem. If SQL accepts the db, then there is no problem. Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.com www.siemens.co.za -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kiran, Ravi Sent: Thursday, October 22, 2009 1:02 PM To: arslist@ARSLIST.ORG Subject: Re: Where to make changes for DOMAIN change ? -Original Message- From: Kiran, Ravi Sent: Thursday, October 22, 2009 5:00 AM To: 'arslist@ARSLIST.ORG' Subject: RE: Where to make changes for DOMAIN change ? Hello Basil, Attached is the compatibility matrix and the error log. Here's what the error log looks like. Thu Oct 22 03:33:24 2009 PreloadTableThread : AR System server terminated -- fatal error encountered (ARNOTE 21) Thu Oct 22 03:35:16 2009 : Action Request System(R) Server Version 7.5.00 Patch 002 200906100308 (c) Copyright 1991-2009 BMC Software, Inc. Thu Oct 22 03:36:58 2009 PreloadTableThread : Failure during SQL operation to the database (ARERR 552) Thu Oct 22 03:36:58 2009 [DBNETLIB][ConnectionRead (recv()).]General network error. Check your network documentation. (SQL Server 11) Thu Oct 22 03:37:13 2009 PreloadTableThread : SQL database is now available (ARNOTE 592) Thu Oct 22 03:37:13 2009 PreloadTableThread : SQL database is not available -- will retry connection (ARNOTE 590) Thu Oct 22 03:37:13 2009 PreloadTablesThread Thu Oct 22 03:37:13 2009 PreloadTableThread : AR System server terminated -- fatal error encountered (ARNOTE 21) Our main concern is : Originally, the DB was installed to a Win 2003 STD SP2 32Bit. When Remedy was installed the DB was created on that server. Trying to move the DB to new Win 2003 R2 ENT x64 SP2 The Application server was and still is Win 2003 R2 ENT x64 SP2 The SQL Management Studio was not installed. We are experiencing issues trying to load the 32bit SQL Client and the 32Bit Management studio. Thanks, Raj -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Webster, Basil Sent: Thursday, October 22, 2009 3:57 AM To: arslist@ARSLIST.ORG Subject: Re: Where to make changes for DOMAIN change ? Hi Raj, Yes, I mean the SQL Management Studio in the case 2005. In 2000 is was called Enterprise Manager. We are running our application machine as a 32bit installation as a VM. Our database is a 64bit SQL 2005 installation. We don't have any issues. If you supply the error you are receiving in the error log file. To confirm this, please get the compatibility matrix off of the support site as this will provide this detail. At present I am not able to access the site otherwise I would have checked for you. The application password would not stop you from starting the services. I would do the following check:- 1) Can you log into the database with the management studio, as user aradmin with the password you used when doing the install. If you can't then there is your problem. 2) Hopefully you have a standard database password, if you have deviated, change it to the same as your old environment and then copy the line containing this from your old ar.cfg to the new ar.cfg. First change the aradmin password via the SQL management Studio. 3) If (1) is not the problem, would you consider running the scripts I provided and would you install
Re: Where to make changes for DOMAIN change ?
We at least that proves that there is not a problem with the comm's between your servers. Yes you can reset the db password for aradmin. Login to the sql management suite and select the aradmin user (from security), or if you did not use the default select the sql user account that you created, right click and select properties and set the pwd. You need to make sure that you put this same password into the ar ini file but remember that it is encrypted, as I mentioned before. Also, in your ini make sure that your sybase server name is correct, it must be the same as what you selected in the AR Server install. After restoring, can you login to sql using the aradmin account with the password you gave it when you did the ar server install and can you query the arsystem75 db? Did you guys try running those sql scripts I sent? These basically reset the sql dbo and also make sure that certain tables that might store the actual db server name in them are changed to @ which denotes local machine. If your old db is still available, can you login to the sql management suite as aradmin. Is it the same one you used for the new installation? If it is not, change the new install account to this password and then copy the password from the old install ar ini file to the new one. Now you will have the correct encrypted password in ar ini. Have you tried running the AR server install again after you did the restore? Does the installer see that there is a db and give you the upgrade and create options. I have used this method in the past as well, just make sure that you are applying the same patch level. Other than all I have said in my mails, I have run out of ideas. Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.com www.siemens.co.za -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kiran, Ravi Sent: Friday, October 23, 2009 3:23 AM To: arslist@ARSLIST.ORG Subject: Re: Where to make changes for DOMAIN change ? Tried the steps you mentioned. Although the installs are successful and the ARSystem does create a database. And After that I am able to login. No, when I restore the database to that database backup I have , the ARSystem Server does not start. Arerror.log says : Thu Oct 22 19:17:30 2009 390600 : Failure during SQL operation to the database (ARERR 552) Thu Oct 22 19:17:30 2009 Cannot open database ARSystem75 requested by the login. The login failed. (SQL Server 4060) Thu Oct 22 19:17:45 2009 390600 : Failure during SQL operation to the database (ARERR 552) Thu Oct 22 19:17:45 2009 Cannot open database ARSystem75 requested by the login. The login failed. (SQL Server 4060) Thu Oct 22 19:18:00 2009 390600 : Failure during SQL operation to the database (ARERR 552) Thu Oct 22 19:18:00 2009 Cannot open database ARSystem75 requested by the login. The login failed. (SQL Server 4060) Is there a way to reset the DB password or what action can be taken after these results to troubleshoot. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Webster, Basil Sent: Thursday, October 22, 2009 7:42 AM To: arslist@ARSLIST.ORG Subject: Re: Where to make changes for DOMAIN change ? Well it is obvious that the app cannot connect to the DB. Are there any other applications in the environment with a similar config, ie split app and db, and are they working? Just trying to eliminate a network issue. Make sure that the SQL ports are open 1433 and 1434. Theoretically you only need the TCP port 1433 but check both. Not sure if I quite understood your install plan that you followed, but this is what I would have done:- 1) On db box, install and configure SQL. 2) On app box, do fresh AR Server install to the db. Remember that you will need to select a remote database. (If at install time a connection to your db server cannot be made then either your servers have a problem or there is a network problem.) 3) Stop AR services on the app box, perform SQL restore and run scripts, start AR services. This has worked for me every time, and I have done numerous installations like this. As I said previously, if the AR install cannot connect to the db, I load the SQL client tools (not sure if that just sets up the servers ports) and then all is fine. Do you have an entry in your host file (on the app box) for the FQDN and simple name of the server, eg servername.domain.com and servername. Why are you trying to load the 32bit client tools onto a 64bit installation? I am 100% sure that the restoring of a db from a 32bit into a 64 will not cause a problem. If SQL accepts the db, then there is no problem. Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa
Re: Where to make changes for DOMAIN change ?
Hi Raj, What is the error you get in the arerror log file. Is it something like unable to contact the database? We use SQL and I have often found that you need to load the SQL client tools on the app server before the AR Server will connect, even though you can ping or tracert to the db server. Have you tried adding host file entries (I assume you are on a windows environment). If you are using SQL, there are some scripts \ commands that you might look at running especially after restoring a db that was owned by another server. Confirm that your ARAdmin db name and password are the same as the previous server (in the ar.cfg this is encrypted). If you are using SQL, try running these (first ensure that there are no other connections to the db because you must have exclusive access and make sure that you run it on the correct database. It goes without saying, you must have a backup to fall back on if required):- exec sp_changedbowner 'sa' exec sp_dropuser 'ARAdmin' exec sp_changedbowner 'ARAdmin' exec sp_defaultdb 'ARAdmin', 'ARSystem' update field_table set tfServer = '@' update actlink_open set serverName = '@' where not (serverName = '@') update char_menu_query set server = '@' update char_menu_sql set server = '@' Hope this helps, or at least gives you some ideas. Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.com www.siemens.co.za -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Raj Sent: Thursday, October 22, 2009 4:22 AM To: arslist@ARSLIST.ORG Subject: Where to make changes for DOMAIN change ? Hello All, Here is how our current environment set up. Remedy Applications Server Remedy Web Server Remedy Database Server. All these are seperate boxes directed to common domain. But now, we are going through server consolidation and domain change and all these boxes will direct to new domain. So where in the Remedy files I need to make adequate changes. I know, I should make the changes accordingly in ar.cfg file. Where else should I be making appropriate changes. After making the necessary changed on ar.cfg file after domain change of production database( moved the database from one server to other server on different domain). Am trying to restart the ARSystem Server but it fails every time. Is there anywhere else ,I need to make change or just the change in ar.cfg is enough ? Please advise, Thanks, Raj ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are Disclaimer and Confidentiality Note This e-mail communication, its attachments, if any, and any rights attaching to it are, unless the context clearly indicates otherwise, the property of Siemens Limited. It is confidential, private and intended for the addressee only. If you are not the intended recipient and receive this communication in error, you are hereby notified that any review, copying, use, discloser or distribution in any manner whatsoever is strictly prohibited. Please notify the sender immediately that you have received this e-mail in error and delete the e-mail and any copies of it. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of Siemens Limited. Siemens Limited accepts no liability for any loss or damage whatsoever, and howsoever incurred or suffered resulting or arising from the use of this e-mail communication and/or its attachments. Siemens Limited does not warrant the integrity of this e-mail communication nor that it is free of errors, viruses, interception or interference. For more information about Siemens Limited, visit our website at www.siemens.com Siemens Limited Company Registration Number: 1923/007514/06 Registered Address: 300 Janadel Avenue, Halfway House 1685 VAT Registration Number: 4790104428 Chairman: Dr S Russwurm*; Deputy Chairman: Dr ATM Mokgokong Chief Executive Officer: SJ Clarkson; Chief Financial Officer: AD Hall Executive Directors: HA Hollier, AM Mathole Non-Executive Director: D Hoke*; Dr MI Surve; K Setzin Alternate Director: R Guntermann*; I Amod; Y Mahomed Company Secretary: V Reddy *German ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ITSM 7.0 Reporting - Time Taken To Repair
Hi All, We are running ITSM 7.0 and have not been able to find how to run a report which reflects the time it has taken for a ticket to be resolved. Basically from assigned to resolved, taking business hours and holidays into consideration. We run all our reports out of Business Objects where we have also installed BMC Analytics. There must be some ready built calculations? Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.com mailto:basil.webs...@siemens.com www.siemens.co.za Disclaimer and Confidentiality Note This e-mail communication, its attachments, if any, and any rights attaching to it are, unless the context clearly indicates otherwise, the property of Siemens Limited. It is confidential, private and intended for the addressee only. If you are not the intended recipient and receive this communication in error, you are hereby notified that any review, copying, use, discloser or distribution in any manner whatsoever is strictly prohibited. Please notify the sender immediately that you have received this e-mail in error and delete the e-mail and any copies of it. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of Siemens Limited. Siemens Limited accepts no liability for any loss or damage whatsoever, and howsoever incurred or suffered resulting or arising from the use of this e-mail communication and/or its attachments. Siemens Limited does not warrant the integrity of this e-mail communication nor that it is free of errors, viruses, interception or interference. For more information about Siemens Limited, visit our website at www.siemens.com Siemens Limited Company Registration Number: 1923/007514/06 Registered Address: 300 Janadel Avenue, Halfway House 1685 VAT Registration Number: 4790104428 Chairman: Dr S Russwurm*; Deputy Chairman: Dr ATM Mokgokong Chief Executive Officer: SJ Clarkson; Chief Financial Officer: AD Hall Executive Directors: HA Hollier, AM Mathole Non-Executive Director: D Hoke*; Dr MI Surve; K Setzin Alternate Director: R Guntermann*; I Amod; Y Mahomed Company Secretary: V Reddy *German ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7.0 Reporting - Time Taken To Repair
Tnx John, we are definitely going to give this a whirl. Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.com mailto:basil.webs...@siemens.com www.siemens.co.za From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Bilinski, John Sent: Wednesday, September 23, 2009 2:59 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0 Reporting - Time Taken To Repair Basil, I have not found any built in formulas in BMC Analytics but do not despair I found a webpage where a Crystal Developer documented some formulas that will help you calculate this. I created some Crystal XI reports formulas from these examples relatively easily by just plugging in the ARSystem field dates to his formulas. Here is a link to a webpage: http://www.kenhamady.com/form17.shtml The developer gives you the Code examples to create a set of integrated formulas that do this: 1. Adding/Subtracting Business Days 2. find the number of business days between two dates 3. Calculate business hours 4. How to calculate Holidays Everything you need to reflect Actual Time to Resolve using BO Crystal Reports is in these webpage's. Hope this helps you save a lot of time. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Webster, Basil Sent: Wednesday, September 23, 2009 8:46 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.0 Reporting - Time Taken To Repair ** Hi All, We are running ITSM 7.0 and have not been able to find how to run a report which reflects the time it has taken for a ticket to be resolved. Basically from assigned to resolved, taking business hours and holidays into consideration. We run all our reports out of Business Objects where we have also installed BMC Analytics. There must be some ready built calculations? Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.com mailto:basil.webs...@siemens.com www.siemens.co.za Disclaimer and Confidentiality Note This e-mail communication, its attachments, if any, and any rights attaching to it are, unless the context clearly indicates otherwise, the property of Siemens Limited. It is confidential, private and intended for the addressee only. If you are not the intended recipient and receive this communication in error, you are hereby notified that any review, copying, use, discloser or distribution in any manner whatsoever is strictly prohibited. Please notify the sender immediately that you have received this e-mail in error and delete the e-mail and any copies of it. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of Siemens Limited. Siemens Limited accepts no liability for any loss or damage whatsoever, and howsoever incurred or suffered resulting or arising from the use of this e-mail communication and/or its attachments. Siemens Limited does not warrant the integrity of this e-mail communication nor that it is free of errors, viruses, interception or interference. For more information about Siemens Limited, visit our website at www.siemens.com Siemens Limited Company Registration Number: 1923/007514/06 Registered Address: 300 Janadel Avenue, Halfway House 1685 VAT Registration Number: 4790104428 Chairman: Dr S Russwurm*; Deputy Chairman: Dr ATM Mokgokong Chief Executive Officer: SJ Clarkson; Chief Financial Officer: AD Hall Executive Directors: HA Hollier, AM Mathole Non-Executive Director: D Hoke*; Dr MI Surve; K Setzin Alternate Director: R Guntermann*; I Amod; Y Mahomed Company Secretary: V Reddy _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Disclaimer and Confidentiality Note This e-mail communication, its attachments, if any, and any rights attaching to it are, unless the context clearly indicates otherwise, the property of Siemens Limited. It is confidential, private and intended for the addressee only. If you are not the intended recipient and receive this communication in error, you are hereby notified that any review, copying, use, discloser or distribution in any manner whatsoever is strictly prohibited. Please notify the sender immediately that you have received this e-mail in error and delete the e-mail
Re: Anybody running their prod system on VMWARE?
Hi Jack, We are using VMWare to run our applications machine. It is ESX Ver3.5 and our organization is shortly going to upgrade to 4. This version allows more resource allocation in terms of CPU and RAM. Currently we have 4 x CPU and 4GB RAM and have 65 fixed and 80 floating licenses allocated of which, at peak, around 90% of both are concurrent. We elected to run our db cluster as physical machines. Reason being that our guys doing the VM install and support were not confident that the fail over would be as quick and stable. Also, I am able to allocate 15gb of RAM to my db immediately. Our ITSM installation is new and the db is small at this point as we have only been running for 4 months, logging around 15,000 per month at this point. Virtual is a great concept but if not setup \ administered correctly, you can have issues. We found out the hard way that the vm environment was over committed and when one of the hosts went down, the others could not take up the guests and our server died. The support had to do some smart shuffling to get us running again, so check these type of things. Also, networks can play havoc with the vm environment because internally the system runs on a networking system and our entire vm environment went down when the network guys took down the network for maintenance. Under normal circumstances, she runs fine, she is quick. Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.com mailto:basil.webs...@siemens.com www.siemens.co.za From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Covert, Jack Sent: Tuesday, August 25, 2009 12:20 AM To: arslist@ARSLIST.ORG Subject: Anybody running their prod system on VMWARE? How well is it performing? How many users are you supporting? Are you using it for all servers, the database, app or web? Any issues w/ BMC support? Doing some homework, thanks for your help. Jack Covert Corporate IT Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy Remedy QA Sessions on Thursdays @ 10:30 AM PT Details on Remedy Support Team Home Page _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Disclaimer and Confidentiality Note This e-mail communication, its attachments, if any, and any rights attaching to it are, unless the context clearly indicates otherwise, the property of Siemens Limited. It is confidential, private and intended for the addressee only. If you are not the intended recipient and receive this communication in error, you are hereby notified that any review, copying, use, discloser or distribution in any manner whatsoever is strictly prohibited. Please notify the sender immediately that you have received this e-mail in error and delete the e-mail and any copies of it. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of Siemens Limited. Siemens Limited accepts no liability for any loss or damage whatsoever, and howsoever incurred or suffered resulting or arising from the use of this e-mail communication and/or its attachments. Siemens Limited does not warrant the integrity of this e-mail communication nor that it is free of errors, viruses, interception or interference. For more information about Siemens Limited, visit our website at www.siemens.com Siemens Limited Company Registration Number: 1923/007514/06 Registered Address: 300 Janadel Avenue, Halfway House 1685 VAT Registration Number: 4790104428 Chairman: Dr S Russwurm*; Deputy Chairman: Dr ATM Mokgokong Chief Executive Officer: SJ Clarkson; Chief Financial Officer: AD Hall Executive Directors: HA Hollier, AM Mathole Non-Executive Director: D Hoke*; Dr MI Surve; K Setzin Alternate Director: R Guntermann*; I Amod; Y Mahomed Company Secretary: V Reddy *German ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Suggestions wanted for backing up....
Hi Richard, We have a similar situation. I have no idea of how Tivoli operates but we are using a network backup product called NetBackup. Having had the unfortunate experience of having to recover from a hardware failure, I got the bad news that the backup guys could not create a server in the state of the last successful backup, they could only dump data contained in the directories. So I had to do a full OS install with all the apps etc and them took specific data contained in the backups and used it, like the AR licensing, config etc. This took me nearly a week. To say that the business was not happy would be an understatement. There are a few virtual products availabe, we are now moving to the VMWare environment. This now brings along the possibilities of snap shots. This means that if your vm server instance dies, using the snap shot you basically have an image of it and it can be used to rebuild the exact server as it was (at the time of the snap shot). Having a snap shot is great but I believe that it requires the same space allocation that the original server has. This is where I am having a battle with my server guys. You could also look at server groups. Having more than one app server under a load balancer would allow you to operate on the balance of the servers if one was to become inoperable. It's a cash thing though. I have put the ball back in the businesses court requesting that they need to determine the max downtime of a critical service and then based on that, what are they prepared to pay to make it possible, or pay in penalties. Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.com mailto:basil.webs...@siemens.com www.siemens.co.za From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Richard Copits Sent: 03 March 2009 20:13 To: arslist@ARSLIST.ORG Subject: Suggestions wanted for backing up We are in the final stages of getting our Remedy 7.1 ITSM application ready to go to production status. We have an application server, a Web server and a Database server. The application and web servers are on virtual servers. We currently use Tivoli to do backups of the Other servers that we have. I'd like to see if we can use Tivoli to backup our Remedy system but I'm not sure of just what needs to Be backed up on the app and web servers. The SQL database is backed up by the database group so that's no worry. However, I want To be sure that I get what needs to be backed up for the app and web servers to be recoverable. I don't want to spend another two or Three days rebuilding everything if the MS server that hosts the vm's goes down. So, what should I be backing up? Best practices? Are There any good documents I should be reading to make the systems reasonably easy to recover? Thank you!! 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. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ Disclaimer and Confidentiality Note This e-mail communication, its attachments, if any, and any rights attaching to it are, unless the context clearly indicates otherwise, the property of Siemens Limited. It is confidential, private and intended for the addressee only. If you are not the intended recipient and receive this communication in error, you are hereby notified that any review, copying, use, discloser or distribution in any manner whatsoever is strictly prohibited. Please notify the sender immediately that you have received this e-mail in error and delete the e-mail and any copies of it. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of Siemens Limited. Siemens Limited accepts no liability for any loss or damage whatsoever, and howsoever incurred or suffered resulting or arising from the use of this e-mail communication and/or its attachments. Siemens Limited does not warrant the integrity of this e-mail communication nor that it is free of errors, viruses, interception or interference. For more information about Siemens Limited, visit our website at www.siemens.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Discovery Tools
Hi Gordon, John is quite right that those integration kits are available for download, free. I don't think they are supported but speak under correction. We looked at the Lan2CMDB as we have LanDesk as our discovery tool. The download basically gives you everything which is great but, there is an assumption that one has the LanDesk asset management module too. The integration reads from the tables generated by this module. I think that the asset management module brings the vast data base together. For us it got a bit tricky to explain to the business why we needed to purchase the asset management module on LanDesk only to use it for the integration. Otherwise it was not required and we are wanting to do the asset management from the BMC CMDB. I am only giving you a heads up so that you can make sure that you look into any downloads in depth and the requirements before you thunder on and find that it won't work for you. Good luck. Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 11 652 7501 M : +27 82 452 9389 [EMAIL PROTECTED] www.siemens.co.za -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: 15 September 2008 21:43 To: arslist@ARSLIST.ORG Subject: Re: Discovery Tools Here are some Discovery Tools that I know for a fact that you can download the Open-Source Integration projects from the Developers network to integrate one of these discovery tools below with CMDB 2.1: - LANDesk - Microsoft SMS - HP Open View -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frank, Gordon M. (CMS/CTR) Sent: Monday, September 15, 2008 3:35 PM To: arslist@ARSLIST.ORG Subject: Discovery Tools Hello, What types of Discovery Tools are available to discover attributes on Windows, UNIX and Linux client and server platforms? I would like to fully populate a 2.1 CMDB with hardware, software, people, processes and peripherals. Also, is there any feel for cost per client or agent or however they price such tools? Are there any good white papers on this? Gordon M. Frank Lockheed Martin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are The information in this e-mail is confidential and is intended solely for the addressee. If you have received this e-mail in error, you are hereby notified that any review, copying or distribution is strictly prohibited. Please inform the sender immediately and destroy the original. Siemens Limited and/or its subsidiaries accepts no liability of whatever nature for any loss, liability, damage or expense resulting directly or indirectly from access to this message and any files or links that are attached hereto. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Error while saving Active Link
I have come across this a few times before. If Tyrone's suggestion does not work then you have a bigger problem. The problem would be that there used to be an AL with that name, someone tried to delete it but it did not delete properly (maybe someone tried to create it and it did not create properly ) and the name resides in a table in the DB, see Gary's search. This will give the same problem where it is not in the AL list but you cannot use that name. It would need to be deleted out of there but if you mess it up you can create serious work for yourself. Make a 100% sure before you go this route. If you are not sure, get help. You need a surgeon with a very steady hand. :) Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 11 652 7501 M : +27 82 452 9389 [EMAIL PROTECTED] www.siemens.co.za -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72 CS/SCBAH Sent: 15 September 2008 21:21 To: arslist@ARSLIST.ORG Subject: Re: Error while saving Active Link You can always manually validate the active link already exists by running the following query: select * from actlink where name = ' NDU:HPD:COI:IMOsConsole_100_OpenView ' although I'm sure that it will find it. I have to agree with Matt Gayford, next time, try refreshing your active link list to make sure that it had not already saved, and then you might have done, as Andy suggested, a save as. To make querying the database quicker, I always create an admin-only, display-only form with two character fields, both unlimited in length. The first field is where I place my query, and then I have a button that will do a set fields to the second character field with the results of the query. I use it quite a lot instead of opening up SQL Enterprise Manager. Thanks, Gary Opela, Jr. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Monday, September 15, 2008 12:43 PM To: arslist@ARSLIST.ORG Subject: Re: Error while saving Active Link ** I usually just search the archives on Nabble (http://www.nabble.com/ARS-(Action-Request-System)-f716.html) or the Google group to get more information. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of kiran kodali Sent: Monday, September 15, 2008 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: Error while saving Active Link ** Thanks Andy, I don't know why that error occurred but, now its Ok. It is not interrupting my work now. Is there a place, where we can find info about these errors ( referring to ARERR 345). On Mon, Sep 15, 2008 at 1:20 PM, Mayfield, Andy L. [EMAIL PROTECTED] wrote: ** I can't say that I've ever had that problem. Make sure that you're selecting Save and not Save As. That's the only thing I can think of. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of kiran kodali Sent: Monday, September 15, 2008 11:03 AM To: arslist@ARSLIST.ORG Subject: Error while saving Active Link ** Hi All, I am getting this error msg, when i save the below AL Duplicate active link name : NDU:HPD:COI:IMOsConsole_100_OpenView (ARERR 345). There is no existing AL with the same name. Please let me know your ideas on, why this error is occuring. Thanks -- Kiran Kodali Ph: 940-231-8524 __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- Kiran Kodali Ph: 940-231-8524 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are The information in this e-mail is confidential and is intended solely for the addressee. If you have received this e-mail in error, you are hereby notified that any review, copying or distribution is strictly prohibited. Please inform the sender immediately and destroy the original. Siemens Limited and/or its subsidiaries accepts no liability of whatever nature for any loss,
Re: Multiple Instance of ARS 6.3 on Shared database
We used to have this type of config on a reporting server before. One AR server was updated weekly (SQL restore) and the other monthly. I our case there were only read actions happening. The server that it was on was not a very wow machine (2 x 2ghx CPU, 4 gb RAM) and it handled it. At the time our DB was at it's largest 80 gb. We used a 3rd party app as a scheduler which called Crystal reports. We have long since gone the business objects route so have broken the multi AR server. What are you looking at using your server for? Is the server the app and db server altogether? What DB sizes are you looking at? You can always put the screws on at db level to use certain cpu's or only a limited amount or RAM (depending on the functions). Kind Regards, Basil -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Icarus4 Sent: 12 September 2008 15:05 To: arslist@ARSLIST.ORG Subject: Multiple Instance of ARS 6.3 on Shared database Hello listers, I'm considering installing multiple instance of ARS 6.3 on the same box. Instances will share the same database. Anyone did a performance comparison between single and multiple instances? Does it bring a better usage of the server resources? Thanks for sharing. -- View this message in context: http://www.nabble.com/Multiple-Instance-of-ARS-6.3-on-Shared-database-tp 19414834p19414834.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are The information in this e-mail is confidential and is intended solely for the addressee. If you have received this e-mail in error, you are hereby notified that any review, copying or distribution is strictly prohibited. Please inform the sender immediately and destroy the original. Siemens Limited and/or its subsidiaries accepts no liability of whatever nature for any loss, liability, damage or expense resulting directly or indirectly from access to this message and any files or links that are attached hereto. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ARAdmin pwd change via User Tool - SQL 2005
Hi All, We have just installed ITSM (Incident, Problem, Change, CMDB, Asset), AR Server V7.1, all with latest patches. OS is MS Win Server 2003 R2 with SQL2005 Ent. It is part of our install process, after the initial install, to change the default password for ARAdmin but we get a SQL error that either the account does not exist or does not have permissions, when going through the System Info console on the user tool. We have confirmed that it is the dbo on the ARSystem db. A test on SQL2000 does not give the same problem. SQL 2005 is new to us and suspect the problem lies there. Has anyone else received the same error and how was it resolved? Naturally there is more than one way to skin the cat, and we have done it, but we would like to be able to use the standard features. Kind Regards, Basil Webster Siemens IT Solutions and Services (Pty) Ltd Remedy Developer Local Production Centre Infrastructure Operations Siemens Southern Africa Main : +27 11 652-2000 Direct : +27 11 652-7220 Fax : +27 11 6527501 Mobile : +27 82 4529389 E-mail : [EMAIL PROTECTED] www.siemens.co.za The information in this e-mail is confidential and is intended solely for the addressee. If you have received this e-mail in error, you are hereby notified that any review, copying or distribution is strictly prohibited. Please inform the sender immediately and destroy the original. Siemens Limited and/or its subsidiaries accepts no liability of whatever nature for any loss, liability, damage or expense resulting directly or indirectly from access to this message and any files or links that are attached hereto. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
BMC Remedy Virtual Environment Support Statement of Direction
I need a copy of this document for BMC AR Server V7.1, can someone perhaps send a copy to me? The support site is not helpful at all. Kind Regards, Basil Webster Siemens IT Solutions and Services (Pty) Ltd Remedy Developer Local Production Centre Infrastructure Operations Siemens Southern Africa Main : +27 11 652-2000 Direct : +27 11 652-7220 Fax : +27 11 6527501 Mobile : +27 82 4529389 E-mail : [EMAIL PROTECTED] www.siemens.co.za The information in this e-mail is confidential and is intended solely for the addressee. If you have received this e-mail in error, you are hereby notified that any review, copying or distribution is strictly prohibited. Please inform the sender immediately and destroy the original. Siemens Limited and/or its subsidiaries accepts no liability of whatever nature for any loss, liability, damage or expense resulting directly or indirectly from access to this message and any files or links that are attached hereto. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
View Field Problem
Hi All, I have got what is probably going to turn out to be a simple problem, but the resolution is eluding me at present. I created a view field with a simple bit of html text. The field has public permissions only. The text is - marquee behavior=alternatePlace your text here/marquee. On my dev box, it works perfectly but in production not. Anyone have any ideas. Our setup:- OS - Win 2000 Server SP4 AR - V6.3 Patch 22 Kind Regards, Basil Webster Siemens IT Solutions and Services (Pty) Ltd Remedy Developer Local Production Centre Infrastructure Operations Siemens Southern Africa Main : +27 11 652-2000 Direct : +27 11 652-7220 Fax : +27 11 6527501 Mobile : +27 82 4529389 E-mail : [EMAIL PROTECTED] www.siemens.co.za The information in this e-mail is confidential and is intended solely for the addressee. If you have received this e-mail in error, you are hereby notified that any review, copying or distribution is strictly prohibited. Please inform the sender immediately and destroy the original. Siemens Limited and/or its subsidiaries accepts no liability of whatever nature for any loss, liability, damage or expense resulting directly or indirectly from access to this message and any files or links that are attached hereto. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: View Field Problem - Resolved
The are no files being reference, only the text that I have mentioned. You did however jog my memory and I found a set fields that I used. Like I said, one of those things that was so simple, I shouldn't have taken it public. Thanks. Kind Regards, Basil Webster Siemens IT Solutions and Services (Pty) Ltd Remedy Developer Local Production Centre Infrastructure Operations Siemens Southern Africa Main : +27 11 652-2000 Direct : +27 11 652-7220 Fax : +27 11 6527501 Mobile : +27 82 4529389 E-mail : [EMAIL PROTECTED] www.siemens.co.za From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: 18 October 2007 22:32 To: arslist@ARSLIST.ORG Subject: Re: View Field Problem Does the user have sufficient permissions to the file that you want to set to your view field? What happens when you try to set it to that field? Joe D'Souza -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Webster, Basil Sent: Thursday, October 18, 2007 4:14 PM To: arslist@ARSLIST.ORG Subject: View Field Problem ** Hi All, I have got what is probably going to turn out to be a simple problem, but the resolution is eluding me at present. I created a view field with a simple bit of html text. The field has public permissions only. The text is - marquee behavior=alternatePlace your text here/marquee. On my dev box, it works perfectly but in production not. Anyone have any ideas. Our setup:- OS - Win 2000 Server SP4 AR - V6.3 Patch 22 Kind Regards, Basil Webster Siemens IT Solutions and Services (Pty) Ltd Remedy Developer Local Production Centre Infrastructure Operations Siemens Southern Africa Main : +27 11 652-2000 Direct : +27 11 652-7220 Fax : +27 11 6527501 Mobile : +27 82 4529389 E-mail : [EMAIL PROTECTED] www.siemens.co.za __20060125___This posting was submitted with HTML in it___ The information in this e-mail is confidential and is intended solely for the addressee. If you have received this e-mail in error, you are hereby notified that any review, copying or distribution is strictly prohibited. Please inform the sender immediately and destroy the original. Siemens Limited and/or its subsidiaries accepts no liability of whatever nature for any loss, liability, damage or expense resulting directly or indirectly from access to this message and any files or links that are attached hereto. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Does anyone know what constitutes a DSO update transfer
Why not have a trigger field? Say a radio button, Yes\No. Only when this trigger is activated, set to Yes, does your DSO filter fire. Add it to the last set fields. Kind Regards, Basil Webster Siemens IT Solutions and Services (Pty) Ltd Remedy Developer Local Production Centre Infrastructure Operations Siemens Southern Africa Main : +27 11 652-2000 Direct : +27 11 652-7220 Fax : +27 11 6527501 Mobile : +27 82 4529389 E-mail : [EMAIL PROTECTED] www.siemens.co.za From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hyslop, Bruce Sent: 12 September 2007 20:47 To: arslist@ARSLIST.ORG Subject: Does anyone know what constitutes a DSO update transfer I'm having a tough time with a DSO application we support that does a chained distributed transfer. In this process I transfer from one form to another with the Immediately Update option set. When the form I transfer to gets updated it does 158 Set Fields which I believe queues up 158 distributed update transfers (I see this in my logs but don't believe my eyes). When 158 transfers get queued it causes not only a DSO bottleneck but causes extra filter processing on the originating form. I'm thinking of getting rid of the Update Immediately option and controlling when updates get sent myself. Bruce Hyslop | Remedy Support - NADC Automation | GOIS Unisys | 3199 Pilot Knob Road | Eagan, MN 55121 | 651-687-2726 THIS COMMUNICATION MAY CONTAIN CONFIDENTIAL AND/OR OTHERWISE PROPRIETARY MATERIAL and is thus for use only by the intended recipient. If you received this in error, please contact the sender and delete the e-mail and its attachments from all computers. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are image001.gif
Re: SOS From A novice to ARSystem
We don't use ITSM but you should be able to do this in the form called User. This is one of the base forms that is imported with the ARS layer, same as group. I would think that you should also have the 3 fixed licenses, incl the one that Demo is using, available to use. You will still be limited to the number of records that you can submit to each form. Kind Regards, Basil Webster Siemens IT Solutions and Services (Pty) Ltd Remedy Developer Local Production Centre Infrastructure Operations Siemens Southern Africa Main : +27 11 652-2000 Direct : +27 11 652-7220 Fax : +27 11 6527501 Mobile : +27 82 4529389 E-mail : [EMAIL PROTECTED] www.siemens.co.za -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of South xie Sent: 22 June 2007 08:26 To: arslist@ARSLIST.ORG Subject: SOS From A novice to ARSystem hello, When ARSystem is built up,there was only a user Demo. Where and how can I add,delete,modify users? And I have installed ITSM(Only helpdesk),but I have not config it yet, how to config it ?lots of thanks to you. -- View this message in context: http://www.nabble.com/SOS-From-A-novice-to-ARSystem-tf3963012.html#a1124 6869 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: View Form Issue
I use a number of view forms in the same manner and I always set the record ID field to int, 4. Never had a problem with this. Kind Regards, Basil Webster Siemens IT Solutions and Services (Pty) Ltd Remedy Developer Local Production Centre Infrastructure Operations Siemens Southern Africa Main : +27 11 652-2000 Direct : +27 11 652-7220 Fax : +27 11 6527501 Mobile : +27 82 4529389 E-mail : [EMAIL PROTECTED] www.siemens.co.za From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: 12 June 2007 22:23 To: arslist@ARSLIST.ORG Subject: View Form Issue Hello All, ARS 6.3 patch 16 WIN2K SQL2003 I am having a problem creating a View Form from a sql view. This view is a join of several tables in different databases. The JOIN criterion is the record ID for the main table. This also happens to be the only column I cannot see after loading the view into a View From object. I am wondering if anyone has experienced this issue before. Aradmin does have read and write permissions on all columns on all tables but I cannot see this one column. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile USA Desk: 813-348-2556(New) Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Running the Perform-Acrion-Exit-App Run Process
I have never used the Set Change Flag but I do know that you won't be asked this the question if you select Disable Change Flag for each field. Obviously this would be a tedious operation for a large form. It's just another option, if you were looking for one. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] ( Tel: +27 11 652 7523 Ê Fax: +27 11 652-7501 ) Mobile: +27 82 452 9389 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michel Giguere Sent: 05 February 2007 18:58 To: arslist@ARSLIST.ORG Subject: Running the Perform-Acrion-Exit-App Run Process How can I run the PERFORM-ACTION-EXIT-APP Run Process action (to close the AR System User tool) without being asked Your Changes have not been saved or sent. Do you really want to close (...) the window? The problem is that with this message appearing, the user has the option of not closing the BMC Remedy User (Version 7.0.00 Patch 001) tool. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: How to check that the Remedy User is using a version accepted and if not, is automatically logged out?
Hi Daniel, If the server is on V6.3 patch 18 and I want to stop anything less than patch 12 connecting, how would this be displayed or can you only stop lesser versions connecting? Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] ( Tel: +27 11 652 7523 Ê Fax: +27 11 652-7501 ) Mobile: +27 82 452 9389 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of CONDREA, Daniel Sent: 19 February 2007 15:01 To: arslist@ARSLIST.ORG Subject: Re: How to check that the Remedy User is using a version accepted and if not, is automatically logged out? Minimum-API-Version Specifies the oldest API version with which the server will communicate. The default value is 0, which means that the server will communicate with all API versions. If the client's API version is less than the specified value, the server will refuse to talk with the client, and ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: How to check that the Remedy User is using a version accepted and if not, is automatically logged out?
No worries, I found the info in the Config Guide on how to set the minimum API version. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] ( Tel: +27 11 652 7523 Ê Fax: +27 11 652-7501 ) Mobile: +27 82 452 9389 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of CONDREA, Daniel Sent: 19 February 2007 15:01 To: arslist@ARSLIST.ORG Subject: Re: How to check that the Remedy User is using a version accepted and if not, is automatically logged out? Minimum-API-Version Specifies the oldest API version with which the server will communicate. The default value is 0, which means that the server will communicate with all API versions. If the client's API version is less than the specified value, the server will refuse to talk with the client, and -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Webster, Basil Sent: Monday, February 19, 2007 2:11 PM To: arslist@ARSLIST.ORG Subject: Re: How to check that the Remedy User is using a version accepted and if not, is automatically logged out? Hi Michel, 1) If you use a home page, I'd put the active link on this form to a hidden field as the user has not gone to any other form yet. 2) Select the Disable Change Flag for all the fields on the home page and you won't get that message. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] ( Tel: +27 11 652 7523 Ê Fax: +27 11 652-7501 ) Mobile: +27 82 452 9389 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michel Giguere Sent: 05 February 2007 20:02 To: arslist@ARSLIST.ORG Subject: How to check that the Remedy User is using a version accepted and if not, is automatically logged out? I know that with the keyword $Version$ I can validate the version that user is running. I can then close the Remedy User application with the Perform-Action-Exit-App Run Process action. I have got two problems with that: 1 - On what workflow should I run that process? If it is on an Active Link, I will have to associate it with a form. Ideally, the user should not be able to open any form if he does not have an accepted Remedy User version. Also, I cannot have that verification run whenever any user open any form. 2 - On a form opened on Submit or Set, when the process runs, Remedy will asked the user Your Changes have not been saved or sent. Do you really want to close (...) the window? How to check that the Remedy User is using a version accepted and if not, is automatically logged out? Any suggestion? Thanks, Michel Giguere [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- *DISCLAIMER* The information contained in this communication is confidential and may be legally privileged. It is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking action in reliance of the contents of this information is strictly prohibited and may be unlawful. Orange Romania S.A. is neither liable for the proper, complete transmission of the information contained in this communication nor any delay in its receipt. *END OF DISCLAIMER* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Workflow \ Performance \ Migration Tools
Hi All, Since Master AR Suite was dropped we have been looking for an app \ tool to aid in migrations, comparisons, finding workflow, documentation etc. Currently we are taking a look at the Panacea Workflow Studio. It is a big plus that they can give an evaluation on performance of workflow. We are finding that this has become an issue and therefore an all in one package is an advantage. I would appreciate it if anyone using the app would give me their views (pro's and cons), whether you think it lacks anything. On the other hand, if there is anyone that is able to compare it to any other app or suggest another app, please feel free to let me know. You are welcome to mail me directly. Have a great weekend. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] * Tel: +27 11 652 7523 * Fax: +27 11 652-7501 * Mobile: +27 82 452 9389 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: SLA Due Date question.
Hi Dan, Slightly different spin. What about recording the pending start date\time and end date\time and then add it to the SLA fix by time? Whilst the ticket is in pending, stop the clock, ie escalations don't run on it. When it comes out of pending, do the time calculation and add it onto time by which the ticket must be completed. If the ticket goes into pending multiple times, you just keep on adding up. We have this running for specific pending reasons. Works for us. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] * Tel: +27 11 652 7523 * Fax: +27 11 652-7501 * Mobile: +27 82 452 9389 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie Sent: 04 January 2007 15:33 To: arslist@ARSLIST.ORG Subject: SLA Due Date question. Dan Caissie Remedy Administrator / Developer United Natural Foods, Inc Dayville, CT 06241 (860)779-2800 Ext:32380 Happy late New Year! The question I have is in a Ticket we show the SLA Due Date and other things run off this date and the problem is when the Ticket is put into a pending state the time will stop and the Due Date will not update. What I am trying to do is to have the Due Date update while it's in pending so the time will be updated to reflect the pending state. So if a SLA is Due Date is 12/28/2006 9am and the ticket is put into pending for 3 hours I'm trying to have it update say every hour so it would keep pushing out the due date while it's in pending. I was thinking of an Escalation that would update the SLA Measurement form by looking for any record showing a pending state ( I would a new field to show this was run on this record) and change it to Work In Progress and that change it right back and clear the other field. But I don't think this will update the ticket just the due date in this form. But even if I did this a 3am each day and it worked it would be better that the due date being static for 3 weeks or so. SQL 6.3 Server 2003 Any comments would be great since I'm still only been doing this less then 2 years Dan Caissie Remedy Administrator / Developer United Natural Foods, Inc __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Email Template problem
Hi David, Michael hit the nail on the head there (with both of his examples), however, just for interest sakes, if you run row level access, you cannot give ID 1 public permissions as this would defeat the object. We had this exact problem and all we did was to create another field that gets set on submit with the call number. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] * Tel: +27 11 652 7523 * Fax: +27 11 652-7501 * Mobile: +27 82 452 9389 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Yearsley Sent: 04 January 2007 18:41 To: arslist@ARSLIST.ORG Subject: Re: Email Template problem That is the problem I forgot about the permissions. Thanks Michael Worts [EMAIL PROTECTED] Jan 04, 2007 8:36 AM ** David, The only thing I can think of is permissions. I think they need Public permissions before they appear in the Email (you could always create a separate field that is populated with Case ID and give that field Public permissions instead of giving Public permissions to System Field 1) I have also experienced a problem with HTML templates in the past where there have been a carriage return in the middle of the field definition .. e.g. #$$Service Impact$$# instead of #$$Service Impact$$# I was finding this in my template and it was causing the field not to appear in the email. Mike. Michael Worts Remedy Specialist IGS, Business Consulting Services ITIL Service Manager Certified Tel: +44 (0)1962 822273 Mob: +44 (0)7801 755346 Internet: [EMAIL PROTECTED] David Yearsley [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 04/01/2007 15:18 Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Email Template problem ** ARS 7.00.01 no patch (Also 6.03.00 Patch 16) Oracle 9i Sun Solaris 9 I am currently working on a html template for help desk notifications and have an interesting problem. I have several fields, with one of them being the case number. All of the fields are showing up in the email except the case number. I have tried changing the HTML and the field name and no matter what I do I can't get the Case ID to show up. After it would not appear I created another form to test with and the Case ID would show up in that email. In the filter I have all fields selected but when I checked the AR System Email Messages form and in the advanced options tab and then the Variable replacement tab the Case ID is not one of the fields in the list. I also searched for the entry id value to see if it might be under a different name, but the value was not in the variable list as well. I have tried this on several different forms and the case id will show up in the email of all the forms except the Helpdesk. Has anyone seen this problem before? Any recommendations? Thanks __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Archiving Data in Remedy
Hi Jase, We have tried to use the built in archiving on numerous occasions and it let us down badly. From the archive form not being accessible to adding of fields etc. These can lead to the loss of data. What we did was use a similar approach as Remedy but build our own. We took the original form and copied it, removed all the unnecessary fields like page fields, table fields and buttons, changed the permissions to public on all the fields that remained. Form permissions are reserved for admins or a specific group. We then have 2 fields that are used to control the copy of the data (which could be done by either push or DSO, depending on what fits our needs). These same fields are applied to the archive form. The one field is used as a trigger which is stepped through stages. An escalation selects the records and marks this field ready for archive. This triggers a copy to the archive form. From the archive form an escalation checks the staging field and sets the original form as copied and an escalation takes care of the delete from the original form. I forgot, we had to create another field to house the original ID (same as Remedy). Trust this gives you an idea. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] * Tel: +27 11 652 7523 * Fax: +27 11 652-7501 * Mobile: +27 82 452 9389 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon Sent: 30 November 2006 19:11 To: arslist@ARSLIST.ORG Subject: Archiving Data in Remedy Hello Listers, I am looking for best practices and ideas for the beginning of Remedy data archival. We have had Remedy here for almost a year and are beginning to look into data archival options. Can anyone share ideas or experiences? Thanks in Advance, ) Help Desk 6.0 Windows Jase Brandon Remedy Administration/Development Customer Support Systems Group Desk - (615) - 320-4494 Cell - (334) - 318-5426 [EMAIL PROTECTED] DaVita Inc. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Large transactions
Hi Kelly, I am not sure if I'm completely off track here, but it sounds like you need to produce a CSV file for an integration into some other app. If it is, then my story below will make sense and I agree with Rick. We have had to do an integration to SAP where the customer did not want to purchase the approved connector. So we created a staging db with view forms pointing to them which we push to and get data from. They pass files to us which are collected by a middle ware app and placed in a specific folder on the server. The middle ware then triggers a SQL DTS package which reads the file and imports it into the relevant table on the staging db. We then use AR System to collect the data and bring it into the ARSystem db for use by the customer service desk. The push works in the same way, just in reverse. We use text files but DTS can also do CSV. DTS can also be scheduled. Bit of a story but the point I wanted to make is that you can do it all on a db level and it's infinitely quicker. We too have flags that the DTS package uses to identify the records that it must take and once done, it flags the records as completed. I'm not sure of your setup but from the above you can see we are using SQL. Hope this helps. Regards, Basil Webster From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: 15 November 2006 17:25 To: arslist@ARSLIST.ORG Subject: Re: Large transactions ** Why not deal with this at the database level, which is so much more efficient? Rick On 11/15/06, Terry Bootsma [EMAIL PROTECTED] wrote: I have seen this issue many times, whether it has invoked via an escalation, filter, filter-side table loop or whatever. The only scalable, and reliable method that I could come up with was to write an external ARSPerl script that was called via a scheduling tool (Unix or windows depends upon which tool you would use) and would query all entries that needed to be modified and modify each of them individually, keeping track of the total number to be modified and handling exceptions if they occurred along the way. HTH Terry On Wed, 15 Nov 2006 08:00:07 -0700 Chris Woyton [EMAIL PROTECTED] wrote: I've hit this wall many times, and how you handle it is largely dependant on where the bottleneck lies. Have you logged the transaction to see if your DB is hanging on the query for the View Form, or your workflow during Filter processing, or...? Chris Woyton -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ]On Behalf Of Kelly Logan Sent: Wednesday, November 15, 2006 7:43 AM To: arslist@ARSLIST.ORG Subject: Large transactions Hello All, I am looking at alternatives to a current integration process that uses external .CSV files and Remedy Import called by runmacro. (We have had some issues with file permissions and runmacro.) I have set up a View form to a table with the data and added some display only fields to it for translation and workflow, the principal one being a zTmpProcess field (Yes/No). I have one filter that pushes a value of Yes to this field on the form for all entries (~40,000), and a set of filters that fire off of Modify to translate some of the information (set other temp fields to mapped values) before pushing it to SHR:People. The process works fine when I run it manually for 1,000 or so entries, but when I let the workflow kick off a change to all 40K, I get a database timeout. I'm considering some chunking strategies like using an SQL statement to set another flag and loop through, processing 1,000 at a time, but I thought I'd check to see if anyone else has done something similar, or if there's a simpler strategy that may be eluding me at the moment. Thanks in advance for your time, Kelly Logan Cybernetic Solutions, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org ARSlist:Where the Answers Are __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Very slow Cache ReLoad
Hi All, Our Dev Server Config:- Single Server running App and db, Win 2000 SP4, SQL 2000 SP4, AR 6.3 Patch 18. Question 1:- When running an ARSignal or reload, the server takes about a day to populate the group_cache table. All during this time we get the ARERR 92 Timeout but is usually accepted by the server. I have been trying to find out why but no answers yet. I am hoping that someone else has experienced the same thing and been able to resolve it. Question 2 - What I have also come across in various AR documentation is to check the server_cache table and confirm that the server ID and name is populated. This was not, so I manually set it. The documentation does mention that the server name should be the same one as in the config file. How does the server_cache table normally get populated and is it critical that it does as I have just done the same check on our production server and the table is blank too? Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] * Tel: +27 11 652 7523 * Fax: +27 11 652-7501 * Mobile: +27 82 452 9389 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Converting Remedy Datetime for SQL Query
This is what I have and I've never had a problem. dateadd(second, Create Date Field + 7200, '1 Jan 1970' Make sure that the number of seconds you add or subtract is correct according to your timezone. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] ( Tel: +27 11 652 7523 Ê Fax: +27 11 652-7501 ) Mobile: +27 82 452 9389 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of James Van Sickle Sent: 25 October 2006 19:52 To: arslist@ARSLIST.ORG Subject: Converting Remedy Datetime for SQL Query Fellow ARSList Members I need to convert the Epoch time format that Remedy stores its datetime data into a more readable format for an SQL query. According to an older KB article I have from Remedy, Remedy recommends using DATEADD(day, h.Cinsert field id-2440588, '01/01/1970') to format what they store as 1161641694 into 10/23/2006 6:14:54 PM. The article also claims I have to add h.Cinsert field id IS NOT NULL and h.Cinsert field id 2440590 to the where statement of the query. The following is the SQL query I am running based on the KB article. select h.C1 as Case ID, DATEADD(day, h.C3-2440588, '01/01/1970') as Arrival Time, from T87 h where h.C1 = 'HD367848' and h.C3 IS NOT NULL and h.C3 2440590 When I use this query, my Microsoft SQL Server 2000 returns Adding a value to a 'datetime' column caused overflow. Does anyone have the correct string to use in a SQL query to convert the returned date/time values into readable date/time format. I would appreciate any assistance you can give on this, and thank you for you time regarding this question. James Van Sickle ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: SQL Server 2000 SP4
Could you be more specific? We are running V6.3 on SQL 2000 SP4 but had problems with the first SP4 release. We were not aware of it but this was retracted and another released. All I can tell you is that you should be on build 2195. In query analyzer, use select @@version. The errors that we were getting were pagelatch errors. The effect of this was that the maintenance plans were failing and if you bounced the server, the db was marked as suspect until it rebuilt itself. With the backups not taking place, the tran file was growing extremely large. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] ( Tel: +27 11 652 7523 Ê Fax: +27 11 652-7501 ) Mobile: +27 82 452 9389 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Boylan Sent: 24 October 2006 19:33 To: arslist@ARSLIST.ORG Subject: SQL Server 2000 SP4 Anyone having a problem with SQL Server 2000 SP4 back end database and release 6.3? Thanks, Dave ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: RPC errors/server crashing
Title: RE: RPC errors/server crashing ** Just as a matter of interest, as I said in my answer to your mail, we are experiencing the same thing, but we are running on Windows Adv Server 2000 and SQL 2000. I am going to have a look through the release notes and see if I can see anything. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] ( Tel: +27 11 652 7523 Fax:+27 11 652-7501 ) Mobile:+27 82 452 9389 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Blodgett, Jamie Sent: 12 October 2006 21:14 To: arslist@ARSLIST.ORG Subject: Re: RPC errors/server crashing We may have found our answer. I'll update after the fix is applied to be certain. Apparently, there's a documented issue with the 9i Oracle libraries on HPUX (from the 6.3 release notes page 37) that our DBA/SA failed to read. =( We have 9.2.1 installed and need 9.2.4 patch 3 or greater. We're attempting to get this patch and schedule the downtime. Thanks for the ideas. -Jamie CONFIDENTIALITY: The information contained in this transmission may contain privileged and confidential information. It is intended only for the use of the person(s) named above. If you are not the intended recipient, you are hereby notified that any review, dissemination, distribution or duplication of this communication, and the information contained in it, is strictly prohibited. If you are not the intended recipient, please contact the sender and immediately destroy all copies of the original message. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: AR System server terminated when a signal/exception was received by the server
We get this a lot and have thus far not managed to link it to anything specific either. Support asked us to upgrade to the latest patch, 17, and get rid of some other errors in the log file but this has not helped. From my understanding, it is the thread that is shown that has crashed. We are not as fortunate as we loose our cache which has serious consequences and we end up bringing down the services and / or running arsignal. It is so intermitted that the server will be fine for weeks and then one day all hell breaks loose and the server goes down multiple times in a day. I don't have an answer but you are not alone. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] ( Tel: +27 11 652 7523 Ê Fax: +27 11 652-7501 ) Mobile: +27 82 452 9389 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen Sent: 09 October 2006 14:01 To: arslist@ARSLIST.ORG Subject: AR System server terminated when a signal/exception was received by the server I periodically see these errors in the arerror.log file. ARS apparently restarts its NT service and continues functioning normally. There have been no error messages popping up on client computers. I have log files running but have not seen any correlation between workflow and this particular error. The error message below is the exact text each time. Because there has been no sign of any problems caused by this error I am not overly concerned. However, no errors are better than some errors. Has anyone seen this before and is there a known fix or workaround? Thread Id: 3660 Version: 6.03.00 patch 016 Jan 20 2006 23:48:41 Code: c005 Operation: read Access Addr: 0001 Stack Begin: Addr: 005D6D38 Addr: 093DCF78 Stack End: ARS 6.3 p16 Windows Server 2003 SQL Server 2000 Stephen ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Threads Crashing
** Hi All, We have a major issue which has slowly been creeping up on us. It was something that happened every now and then and has now become a frequent visitor. Today seems to be the day that the wheels have come off. We use the preference server on log in and we are getting authentication errors, but when removing the preference server and adding the server details in the accounts area, login is possible. We do however have intermittent problems with buttons and active link actions that dont appear to fire. Various other errors, like entry does not exist in the database on searches or groups are not translated and the group IDs are shown instead of the name start happening too. Initially I thought it was the user and/or group cache but I have since been checking the cache tables and they have all the details. We logged an incident with support and we provided log files, config files as they requested. Thus far they do not have a definite solution. On their recommendation we ran in the latest patch at the time, 17. Running arsignal does not always work, nor does restarting the services. We are an outsource house and decided along time ago to have separate RPCs for the various customers or groups of customers (small numbers of users), in total 7 private threads. We have monitored the RPCs that are used mostly and increased the number of threads, but not by too much (max 6 on four of them). This includes the fast and list. Support have suggested that we do not use private threads but I cannot see why or have not been told why. Unfortunately moving away from them will be difficult as the users have set these on the logins and we all know how change goes down with users. Our Current Config:- OS MS Windows 2000 Adv Server DB MS SQL 2000 (SP4) This is on a cluster, active passive AR V6.0.3, patch 17 Has anyone experienced this before or does anyone have any suggestions? Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] ( Tel: +27 11 652 7523 Fax:+27 11 652-7501 ) Mobile:+27 82 452 9389 __20060125___This posting was submitted with HTML in it___
Re: SQL server/files question
** Hi Dave, Ill add my bit to this too. As LJ rightly said, investigate your maintenance plans. I would recommend that you look in depth at this. As you know, having a sound DR plan is invaluable. The maintenance plans have various options that can be selected to help fit in with your constraint. You are able to do a full sys backup every night but delete the previous nights one, simply by selecting remove files older than XXX hours (XXX being less than 24 hours). Therefore your back files are managed by sql. As for the transaction log files, we dont back these up as we have our db set up as simple recovery model. Having the recovery model as full (which is the default) will continue to grow the log file to enormous proportions (this will clearly add to your space problem) and if it fills the disk you will no longer be able to insert or modify on the db. It believe that performance is also degraded with such a large file. The pro here is that if you have a failure, you can take the last backup and sequentially restore the log files to get the db to the same state just before the failure, depending on when the last transaction log file was created. There are how ever commands that can be used to truncate and shrink the log file bringing it back to a manageable size. Check the books on line or help on enterprise manager for recovery models. This will help you decide which one will work for you. Also, you can have your maintenance jobs shrink the data files which I think would be similar to doing a defrag and you specify how much free space should be provided thereafter. What can also do, which we do for our daily and monthly reporting, is to copy the backup file after it is created to another server and do a restore. In this way we test our backups and also large report requests are done outside of the production box. We use a simple command line statement in the sql job which first deletes the files in the specified directory on the other machine and then does the copy. This is all done outside of normal business hours so network users not affected. We also do a copy of the necessary via Veritas Net backup onto tape and this goes offsite to a proper storage facility. Hope that some of this helps. I am not a DBA but I have learnt a bit through trail and error. Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] ( Tel: +27 11 652 7523 Fax:+27 11 652-7501 ) Mobile:+27 82 452 9389 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dave Barber Sent: 11 May 2006 20:35 To: arslist@ARSLIST.ORG Subject: Re: SQL server/files question ** That is incredibly true; I heard a few days ago that a test restore had been tried on our big ERP application (first time ever), only to find that it didn't work (the backup was performed on data that was being updated). I don't think we've ever had to do a restore of the database, not even sure there is a DR plan in place either. Thanks, Dave On 11/05/06, L. J. Head [EMAIL PROTECTED] wrote: ** The only advise I'll give you regarding backups is what was given to me...A backup is only as good as the last time it was restored...and with both files being in existence...I would be willing to bet that if you delete it today...it will be re-created within a week. I think your best option is to change your Maintenance schedule in SQL Enterprise Manager to either not keep the history that it currently keeps...or to move the backup location to another place From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Dave Barber Sent: Thursday, May 11, 2006 11:53 AM To: arslist@ARSLIST.ORG Subject: Re: SQL server/files question ** The only server I normally have direct access to is the test system, and to be honenst, I've rarely looked into SQL server in much depth, so I wasn't too sure how safe it was to delete those files. Thanks for the info - with there being 2 .bak files, being about 10 or 11 gig each, that means that both are full system backups, I'll delete the older one. Regards Dave On 11/05/06, L. J. Head [EMAIL PROTECTED] wrote: ** Well...if you lookup your backup schedule you will likely find that you are doing a full backup periodically (the .bak files) and doing just transaction log backups (the .trn files) more frequently. You can easily delete the .trn files that are older than the most recent .bak file...as well as any .bak file other than the most recent. All of this is of course as long as you don't need more than one backup. One might argue that you however shouldn't be storing your backup files on the same hard drive as the DB anyway for disaster recovery purposes. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On
Re: Escalations not firing
Hi Jim, I know this is coming in a bit late, seeing as though you have scheduled a reboot for tomorrow. We had this very problem. We are on Win 2000, SQL 2000, ARS V6.0.3. At the time we were on patch 13. We found that the reboot would start up the escalations but after a while they just stopped again. In fact they just started to stop about an hour after the reboot. On the recommendation from BMC support, we moved to the next patch and this resolved the issue. I would even suggest going to at least patch 15 (assuming you are on a similar OS etc to us). Regards, Basil Webster Remedy Developer Siemens Business Services (Pty) Ltd * E-Mail: [EMAIL PROTECTED] ( Tel: +27 11 652 7523 Ê Fax: +27 11 652-7501 ) Mobile: +27 82 452 9389 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of James Collins Sent: 21 April 2006 20:25 To: arslist@ARSLIST.ORG Subject: Re: Escalations not firing Caig, warren, andrew, linda, satya and saby and all those that respondedThanks! Thanks for the responses. The executions are enabled. I have scheduled a reboot for Monday morning as it is a production server, and see if it triggers them on again. It is just to ironic that all escalations stop running so hopefully a reboot will do the trick. I will let all know if it does. Have a great weekend all! Jim -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Fernandes, Sabyson R Sent: Friday, April 21, 2006 1:43 PM To: arslist@ARSLIST.ORG Subject: Re: Escalations not firing Jim, Have you tried turning on the escalation logs? If not, try turning on the logs and see if you can see the log file growing at the time you expect your escalation to fire. This will not be a permissions issue as the AR_Escalator user has admin permissions. Might be to do with too many escalations being executed at the same time, causing your escalations to be queued up or as someone else has pointed out, your escalations maybe disabled on this server. Hope this helps. Regards, Saby -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of James Collins Sent: Friday, April 21, 2006 12:41 PM To: arslist@ARSLIST.ORG Subject: Escalations not firing I am having a strange problem. None of my escalations are firing on my production server. All of them are firing on my test server. Nothing seems obvious (i.e. permissions etc.,) Anyone have this type of problem before? Jim Collins ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
