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ADV: WWRUG14IN only weeks away!

[dan]

We have now added an Evening With Engineering on the Thursday, of course
hosted by Doug Mueller.

 

If you are in India, it is the conference to go to this year,

(unless of course your company can send you to Florida in October for
BMC:Engage).

 

Three days of in depth sessions on the latest in the BMC Remedy ITSM world.

 

Bengaluru, India March 27-29th.

 

We still have a few booths left for sponsors, already confirmed:

 

Unisys - our Cornerstone Sponsor

BMC - a Gold Sponsor

Kinetic Data and InputZero - will be there as a Silver Sponsor

(others will be announced shortly)

 

For all the latest information, the schedule, sessions being given, who our
Keynotes are, go to www.ibrug.com  

 

The value for money is tremendous, and you can attend the first ever WWRUG
event in India!

 

Looking forward to meeting everyone.

 

Daniel

Chairman WWRUG14IN


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Re: WWRUG13: a week to go!

[dan]

So, now you have seen the keynotes, finally got approval, and checked out
the hotel .. Oh oh.

 

For 5 of you it can still happen: I held five rooms for late comers from
Europe, but they got rooms when the room block reopened.

 

I can keep these until end of the day Thursday but then I will have to
release them.

 

Please don't email the list, email me at d...@wwrug.com
<mailto:d...@wwrug.com> 

 

See you all next week!

 

Dan

WWRUG Advisory Board

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair
Sent: September 23, 2013 10:31 PM
To: arslist@ARSLIST.ORG
Subject: WWRUG13: a week to go!

 

** 

Hello ARSlisters!

 

It's great to see so many with plans to come to San Jose for the conference,
which starts in just a week at The Fairmont San Jose!

 

I've flown into SFO and SJC numbers of times, but Oakland only once, and
that was when my final destination was Pleasanton. If you're flying into SFO
or OAK http://www.supershuttle.com is worth a look. There's an "exclusive
van" rate for up to 9 people and if you're all arriving around the same
time 

 

It's about time we took the wraps off some things that have been kept fairly
quiet up to now (hey, it's a competitive world!). The topics for our three
keynote presenters on Tuesday and Wednesday have just been announced:

 

The Digital Services Transformation - Kia Benhia

 

The consumption of digital information and technology is currently
undergoing a drastic change.  From the ubiquitous streaming of music to
subscription-based office suites, we are seeing a shift from product-centric
business models to ones that are more service-centric. These new
service/customer-centric models are also impacting how IT organizations view
and deliver services and are creating a whole new class of user-focused IT
service delivery and management requirements.  Kia Behnia, Sr. VP and CTO
for BMC will explore and discuss during his keynote presentation this
digital services revolution and how managing these services to better
connect service providers to service users is now more important than ever
before.

 

Experience IT Differently - Matt J. Dircks

 

Matt Dircks, VP and GM for BMC Service Support will share his insights on
the future of IT Service Management and the need for a new, more user
centric approach enabling users to experience IT differently than they have
ever had before.  Matt will also provide a view into the new consumerization
and IT automation innovations coming from BMC today and in the future. 

 

Industrialization of IT -  Doug Mueller

 

No synopsis for this one. You'll just have to come and listen, won't you?
Have you EVER been in a room with Doug Mueller and not emerged somehow
enlightened? Doug's been shinning a spotlight on what we'll be doing 3, 5 or
more years from now for decades.

 

You'll find more about our keynoters and other speakers at

 

http://wwrug13.com/keynotes.htmland
http://wwrug13.com/speakers.html

 

At this point I wish I could tell you that we still have discounted hotel
rooms available through the conference web site too, but The Fairmont at the
conference rate is booked solid.  The Fairmont is about a block from the San
Jose McEnrey Convention Center, and their website has links to 65 other
hotels. There is also a VTA stop by the Fairmont's back door, with light
rail connects to most of the interesting places. Not that we think you'll
WANT to leave the hotel, of course!

 

Yes, there is still time to register. Visit

 

http://wwrug13.com/registrations.html

 

See you in San Jose! 

 

Next Week!

 

 

Doug Blair

WWRUG Advisory Board

Click link below to register!

 <http://wwrug13.com/registrations.html> 


 

 

Typo? What typo? I see no typos here

 

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


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<>

Re: [EXTERNAL] Re: WWRUG13 Question

[dan]

Thanks for the reminder Rick.

 

I am told that the health club has been totally rebuilt with all new
equipment.

 

My AV contract doesn't tell me resolution of the projectors so I have asked
them for it.

My laptop is also 1920X1080 deliberately so that native resolution is
perfect for my 55" LCD TV screen.

 

Dan

11 days to go, 6 before I am there getting ready

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: September 19, 2013 4:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Re: WWRUG13 Question

 

** 

It's a full gym, treadmills, bikes, etc.  There were many non-functional or
dysfunctional machines last year, something Dan said he mentioned to the
hotel. 

Also, if you join the Fairmont President's club (free), they will loan you
workout gear, including shoes. 

Rick

On Sep 19, 2013 12:57 PM, "Sanford, Claire"
mailto:claire.sanf...@memorialhermann.org> > wrote:

** 

Does anyone know what kind of work out equipment they have at the hotel?
I'm not asking for me. someone asked me and shamefully. I have no idea. 

 

My day at WWRUG:

 

Wake up

Shower

Get Dressed

Check work

Go to opening day session

Go to session

Go to lunch

Go to session

Go to session

Go to evening thing

Go to other evening thing

Go to room

Check work

Go to bed

Start over.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of Joe
D'Souza
Sent: Thursday, September 19, 2013 2:49 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: [EXTERNAL] Re: WWRUG13 Question

 

** 

On 1920x1080 you know you do not need an external monitor. It's a luxury if
you have it.

 

But lower than that I have always had the need for an extended monitor. Its
hard to develop without one.. At least I feel so..

 

Or maybe its just that I need a vision check :)

 

Joe

 

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, September 19, 2013 3:30 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: [EXTERNAL] Re: WWRUG13 Question

 

** 

Although it works well to demonstrate that you can develop at a lower
resolution and without an extra monitor :)

 

On Thu, Sep 19, 2013 at 12:22 PM, Joe D'Souza mailto:jdso...@shyle.net> > wrote:

** 

Was a typo. I meant 1920x1080..

 

My Personal laptop is that resolution and it means I have to adjust to a
smaller resolution when displaying it on a smaller resolution screen. While
that's generally OK most of the time, it gets to be a little more of an
inconvenience when demonstrating stuff from the Dev Studio which is a Real
Estate hungry beast..

 

Joe

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of
Stroud, Natalie K
Sent: Thursday, September 19, 2013 3:12 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 


Subject: Re: [EXTERNAL] Re: WWRUG13 Question

 

Thanks, Joe - I love a guy who gives specific technical detail.  ;)

 

I don't actually recall the resolution of my laptop, but can check that this
weekend when I start practicing my presentation.  I don't think it's 1950 x
1080.  

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Reporting Specialist

Albuquerque, NM USA

nkst...@sandia.gov <mailto:nkst...@sandia.gov> 

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of Joe
D'Souza
Sent: Thursday, September 19, 2013 12:51 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: [EXTERNAL] Re: WWRUG13 Question

 

** 

The way the podium is setup usually, the podium is already wired to a
projector and vocal devices like a mic etc. They do provide button mikes in
most halls. So unless you have a specific need to bring in your projector
(higher resolution than what is provided) then there is no need for you to
bring one. The one they provide does not have a 1950x1080 resolution but a
step or two lower than that.

 

Would be nice to have 1950x1080 projectors for those presenting stuff from
the dev studio - for obvious reasons...

 

Joe

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, September 19, 2013 10:56 AM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: [EXTERNAL] Re: WWRUG13 Question

 

Already planning on that one.  Between my need to present and my need to
connect in to our network while we're gone and check a few things, I can't
see coming to WWRUG without a laptop.  But maybe you can see where
s

WWRUG13: Reduced room rate is almost gone

[dan]

Friendly reminder, the time for the great room rate is almost gone for two
reasons:

 

1)  They only extended it for one week until the end of Friday. There
will be NO extension. Why? Read (2)

2)  The room block is almost entirely sold out, from what I can see
there is 3 rooms left Tues-Thurs

 

 

If for some odd reason you haven't looked at the schedule, it is at
www.wwrug13.com <http://www.wwrug13.com>  where you will see we are less
than two weeks away from the Opening Reception!

 

I will now return you to your previously scheduled activities.

 

Dan


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Re: ARSList Award Voting Time - Round 2 AD:WWRUG13

[dan]

Nor do we warrantee in any way that Twinkies are fit for the purpose
suggested :)

 

However, only at the WWRUG13 Ceremony will you get the opportunity, if I can
call it that, to consume a Canadian (actually Quebecois since they are made
there) twinkie, whose production was never interrupted.

 

So, yet another reason to add to the ones to be found at a web site near
you: www.wwrug13.com  .

 

Even BMC is getting excited not only about showcasing new features and
patented ideas, but also what MyIT can do, and have us question Senior
Management.

Yes for the first time at WWRUG, we have finally been able to gather a panel
for a Q&A as part of the opening Keynote!

 

I will now return the list to the previously scheduled discussions.

 

Daniel

p.s. and as my friend from Chicago that is on our board says: "vote early,
vote often"

p.p.s. and that isn't all the twinkies that will be there, not enough would
fit in my suitcases (just remember to say "une twinkie Canadiens s'il vous
plait")

Hmm, is a twinkie feminine or masculine?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: August 7, 2013 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARSList Award Voting Time - Round 2

 

** 

Yes...if you vote, and show up at WWRUG13, and appear at the ARSList Awards,
your chances of being able to eat Twinkies is greatly increased

 

 participation in voting in no way gets you
access to the ARSList awards ceremony, nor the WWRUG in any way, nor does
attendance guarantee ability to eat said cakes, nor is attendance even
necessary because you can just go to your local store an buy them (if you
live in their delivery area)...nor is voting for that matter because you
could still just buy them yourself...so never-mind 

 

On Wed, Aug 7, 2013 at 11:05 AM, Das, Anusha (non-US)
mailto:anusha_...@federal.dell.com> > wrote:

** 

Or start offering Twinkies . 

 

Thanks,

Anusha

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG  ] On Behalf Of
Sanford, Claire
Sent: Wednesday, August 07, 2013 1:00 PM


To: arslist@ARSLIST.ORG  
Subject: Re: ARSList Award Voting Time - Round 2

 

** 

Maybe you should start singing and dancing!

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, August 07, 2013 11:48 AM
To: arslist@ARSLIST.ORG  
Subject: Re: ARSList Award Voting Time - Round 2

 

** 

As of right at this moment we have 78 people voting for MVP, and 73 for BMC
Beyond with total 86 unique people votinglets keep the votes coming in
folks...I want to reach 100 if possible :)...I feel like I'm on a telathon
at 4 AM :)

 

On Mon, Aug 5, 2013 at 8:00 AM, LJ LongWing mailto:lj.longw...@gmail.com> > wrote:

Just a reminder, in case you forgot...send votes to arslistawa...@wwrug.com
  :)

 

And for stats...we hit 87 votes in round 1...but we lost 16 MVP votes
because of the cut from 9 to 3...so you still have the opportunity to make a
difference :)

 

On Mon, Aug 5, 2013 at 7:50 AM, LJ LongWing mailto:lj.longw...@gmail.com> > wrote:

Ok folks, round 2 for MVP (BMC Beyond the call is still accepting
votes)here is how Round 2 works.

 

Our field has narrowed from 9 to 3.  Your top 3 MVP's this year are

 

David Easter

Frederick W Grooms

Jason Miller

 

So...here is how it will work, you can still cast your vote for your pick
1st-3rd, or just 1st as some of you chose to do in round 1.  If you already
cast a vote, your vote still stands, but you can choose to change it if you
want.  If you chose to vote like this (an actual vote BTW)

 

1 - Tauf

2 - Jason

3 - Carl

 

here is what I'm doing with that...Tauf and Carl are no longer in the pool,
so I take their names off, and Jason slides into first place vote for this
person.

 

If you voted for 3 people that are no longer eligible, your MVP vote has
been nullified, and you are encouraged to vote again.

 

Both Doug and Ryan are still the only two Beyond the Call nominees, and you
can still vote for them if you haven't already...but I won't be accepting
changes to this vote.

 

Soyou know who you voted for...any vote for the remaining 3 nominees is
automatically carried over to the next round...but you can change that if
you so choose...

 

Lets pick an MVP folks :)

 

On Mon, Jul 22, 2013 at 2:16 PM, LJ LongWing mailto:lj.longw...@gmail.com> > wrote:

It is now time to VOTE for this years ARSList MVP and BMC Beyond the Call.
The rules changed a bit this year regarding the nomination process, which
allows us to have a larger pool of nominees than would normally be
available, which brings its own challenges.  The voting will run 4 weeks
this year.  I'm going to run it as several voting rounds with people being
eliminated, and by the final round have 

Re: Remedy SSO Login with CaC

[Dan]

Unfortunately we do not have anyone with Java or API knowledge on staff.   
I was hoping that someone on the list could point me in the right direction 
or provide some help with the solution.

Thanks for the reply though, at least now I know there is a fix out there 
and it just needs to be configured and applied.


v/r

Dan

On Wednesday, June 5, 2013 9:10:56 AM UTC-4, Longwing, Lj wrote:
>
> ** 
> Dan,
> I currently work with a customized community sso version that was modified 
> to take what is given to it and cross reference it with the corporate id of 
> the user gather the user id of that user from the person form, and then 
> pass that to the Remedy server.so I say a definitive 'yes' to your 
> question...Java could easily parse the entire CAC String and then do the 
> lookup for user id and then pass that into Remedy...it just takes someone 
> with relatively basic Java skills (and some API knowledge maybe) to get it 
> done...
>
>
> On Wed, Jun 5, 2013 at 6:53 AM, Dan  >wrote:
>
>> ** Listers, 
>>
>> Environment
>>
>> Remedy 7.6.04 SP2
>> Midtier 7.6.04 SP4
>> Windows 2008 R2 Servers
>> SQL database
>>
>>
>> I work within the DoD and we have been told to move over to CAC 
>> authentication.  I have installed Atrium SSO, configured it and with the 
>> help of the Hotfix provided by Remedy, which allows to map SSO usernames to 
>> Remedy Usernames, have it basically working.
>>
>> Here is my problem.   Atrium SSO uses the full Common Name off of the 
>> CAC, i.e. LASTNAME.FIRSTNAME.MI.EDIPINUMBER, when it creates its users and 
>> this is what it passes to Remedy when logging in users.  I can store that 
>> in the mapping file that maps it to the users but we currently have around 
>> 10k users in our system.  First off getting all 10k users to provide the CN 
>> from thier CAC's would be near impossible not to mention maintaining the 
>> mapping file. 
>>
>> What I would like to know is have any of you created or come a cross a 
>> way to strip off the LASTNAME.FIRSTNAME.MI from the CN and just pass the 
>> EDIPI number to remedy.  I can pull that from my Active Directory to update 
>> the mapping file if needed.  
>>
>> The next question is have any of you created or come across a way to 
>> store the EDIPI number in the People form, like in the Corporate ID field, 
>> and have the mid-tier cross reference the EDIPI number or CN to that field 
>> and then log in the user with their username.  
>> Any help would be greatly appreciated.
>> v/r
>>
>> Dan Pritchard _ARSlist: "Where the Answers Are" and have been for 20 
>> years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Remedy SSO Login with CaC

[Dan]

Listers, 

Environment

Remedy 7.6.04 SP2
Midtier 7.6.04 SP4
Windows 2008 R2 Servers
SQL database


I work within the DoD and we have been told to move over to CAC 
authentication.  I have installed Atrium SSO, configured it and with the 
help of the Hotfix provided by Remedy, which allows to map SSO usernames to 
Remedy Usernames, have it basically working.

Here is my problem.   Atrium SSO uses the full Common Name off of the CAC, 
i.e. LASTNAME.FIRSTNAME.MI.EDIPINUMBER, when it creates its users and this 
is what it passes to Remedy when logging in users.  I can store that in the 
mapping file that maps it to the users but we currently have around 10k 
users in our system.  First off getting all 10k users to provide the CN 
from thier CAC's would be near impossible not to mention maintaining the 
mapping file. 

What I would like to know is have any of you created or come a cross a way 
to strip off the LASTNAME.FIRSTNAME.MI from the CN and just pass the EDIPI 
number to remedy.  I can pull that from my Active Directory to update the 
mapping file if needed.  

The next question is have any of you created or come across a way to store 
the EDIPI number in the People form, like in the Corporate ID field, and 
have the mid-tier cross reference the EDIPI number or CN to that field and 
then log in the user with their username.  
Any help would be greatly appreciated.
v/r

Dan Pritchard

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Re: huh? financial news for bmc ?

[dan]

As long as we are talking about Peregrine, just came across this fun article
about Service-Now ...

 

Peregrine II? ServiceNow insiders, including Moores, dumping shares

Former Peregrine insiders Moores, Noell, Luddy jettisoning stock quickly

Top of Form

10 

Bottom of Form

Don Bauder  , April 3, 2013

Richard Pearson of Seeking Alpha has an excellent story, dated April 1, on
massive insider selling at San Diego's ServiceNow, an information tech
company that went public last summer. "ServiceNow insiders have now sold
over $400 million of stock, even after its [Initial Public Offering]" in
which insiders also dumped shares. Just in the past eight weeks, insiders
have sold $80 million of shares, notes Pearson. "In the past, ServiceNow
directors and management, including founder Frederic Luddy and directors
John Moores and Charles Noell, were big early sellers of their previous
venture, Peregrine Systems," which was one of San Diego's largest financial
frauds. "They pulled in over half a billion dollars from sales of stock --
even though these sales had occurred during RESTRICTED PERIODS designed to
prevent selling by insiders."

Luddy has already dumped $12.7 million worth of ServiceNow stock, Moores
$20.6 million and Noell $9.1 million, reports Pearson. Another seller has
been JMI Funds, connected to both Moores, its namesake, and Noell.

"ServiceNow Director John Moores had previously been chairman of Peregrine
Systems, and his [venture capital] firm JMI Capital held a substantial
stake. He had recruited Fred Luddy to assume the eventual role of chief
technology officer," writes Pearson. "ServiceNow Director Charles Noell
served as a Peregrine director and as the audit committee chairman."

Now as long as none of them are behind the BMC buyout .. Daniel

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Laurenceau
Sent: May 6, 2013 4:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

 

** 

The Blog that Sylvain Yvon shared has been written by Mark Stouse
 .

If you don't know Mark yet, he is the VP I mentioned in this blog post
 ,
wanting authenticity when blogging.

 

That's how he behaved these past months, with me directly and also on Social
Networks  : authentic,
sharing facts, and adding the Business perspective.

I'm definitely confident that this transaction (if/when completed) will help
us to be in start-up mode again (as most of you may know, I joined Remedy
before the "Peregrine acquisition" days), allowing mid/long-term investments
and flexibility that boost bigger innovation.

 

Looking forward to WWRUG13, 

 

~ Matt Laurenceau
Sr Community Ambassador, BMC Communities
  http://bit.ly/MattProfiles
Skype: matt.laurenceau

 

 

 

On Mon, May 6, 2013 at 3:37 PM, laurent matheo  wrote:

** 

I just hope some guys I know at BMC will be ok after the buyout...
This could good or this could be a disaster...


On 06 May, 2013,at 03:32 PM, Sylvain YVON  wrote:

**

https://communities.bmc.com/people/mstouse/blog/2013/05/06/bmc-software-writ
es-a-new-line-of-code-today?utm_source=twitterfeed

&utm_medium=twitter

 

On Mon, May 6, 2013 at 2:42 PM, patrick zandi  wrote:

**

http://www.theregister.co.uk/2013/05/06/bmc_buyout/

Buyout soon... 

-- 
Patrick Zandi

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

 

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

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





 

-- 

 

~ Matt Laurenceau, BMC Software

Senior Community Ambassador, BMC Communities

matthieu_laurenc...@bmc.com

Follow me at @Matt_L  

Skype: matt.laurenceau 

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


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OT: Twinkies will be back

[dan]

Someone just sent me this, sorry, I know it isn't Friday:

 

http://consumerist.com/2013/04/30/the-twinkies-are-coming-the-twinkies-are-c
oming-new-hostess-to-open-bakeries-soon/

 

I really wasn't looking forward to explaining to US Customs why there are
600 twinkies in my suitcase J

 

Daniel


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Re: Sr. Remedy Developer

[dan]

Is today Friday?
I live in Toronto but I have a direct flight to Seattle, don't know about 
Harrisburg but I bet I have flown over it.

And if I were applying for a job, I'm not sure I would post my phone number on 
the list and say give me a call
(although some have done worse and found themselves looking for a job instead 
of applying for another).

Daniel

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: April 11, 2013 1:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sr. Remedy Developer

I live two hours northeast of Harrisburg and work about two hours south - I'll 
wave on the way by twice a week :)

- Original Message -
From: "David Shellman" 
To: arslist@ARSLIST.ORG
Sent: Thursday, April 11, 2013 12:49:48 PM
Subject: Re: Sr. Remedy Developer

** 


Hmm.� I live outside of Harrisburg ;>) 

� 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bruce - Gmail 
Sent: Thursday, April 11, 2013 12:47 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Sr. Remedy Developer 

� 

** 

I live in downtown Seattle! � 

Sent from my iPhone 



On Apr 11, 2013, at 11:21 AM, Mike Brahn < mbr...@jupgroup.com > wrote: 




** 

Rick, 

� 

Would TeleCommunications be willing to relocate a candidate from Texas? 

Give me a call whenever you get a chance 

� 

Mike Brahn 

Jupiter Group 

832-778-1960 ext# 208 

� 

From: Action Request System discussion list(ARSList) [ 
mailto:arslist@ARSLIST.ORG ] On Behalf Of Rick Cook 
Sent: Thursday, April 11, 2013 10:49 AM 
To: arslist@ARSLIST.ORG 
Subject: JOB: Sr. Remedy Developer 

� 

** TeleCommunication Systems, Inc. (TCS) (NASDAQ: TSYS) is looking for a Sr. 
Remedy AR System Developer. This is an FTE job located in downtown Seattle. 
This is a great position for anyone with substantial experience doing 
old-school custom Remedy AR System development in an Agile environment to 
support important functions. You would be part of a team of solid Remedy 
Professionals, with the primary role of supporting E-911 technology being 
managed in a completely custom Remedy set of applications. This is not for the 
casual AR System developer or someone who built a few forms or an integration 
once � we are looking for someone who is really good and experienced at custom 
AR System development. Full details about the company and the position and a 
link to apply are below. Direct technical questions to me, and any others to 
Jainene Ruttner at jrutt...@telecomsys.com . 
http://ch.tbe.taleo.net/CH12/ats/careers/requisition.jsp?org=TELECOMSYS&cws=1&rid=2615
 Rick Cook Sr. Remedy ITSM Architect TeleCommunication Systems Inc. 
206-792-2130 _ARSlist: "Where the Answers Are" and have been for 20 years_ 

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AREA - ITSM 8.1 - can not make it work!

[Dan Miller]

Hi all

i have a clean build 8.1.  i am experimenting with AREA 8.1 in its simplest 
form, basically trying to authenticate the support staff against their local 
AD...  simple one might think, but no...   i have been fighting with it for a 
week now and seem to be getting no where fast.  I am going to try and list the 
symptoms and findings here in the hope that someone can help (why can the 
simplest form of AD integration not be simple a few check boxes to make work 
like in most apps with this feature, and bury the clever stuff that the 
minority might want!!)

1. I have created a test user in AD called “test user”, with a password of 
“Password1”, and a USERNAME=123456
2. I have created a people record called “Test User” with a ARS password of 
“Window5” , and a USERNAME=123456
3. Placed the AD user into the default USERS container to avoid any confusion 
of OU’s
4. Tested both users in their own environment to make sure they log in
5. Setup AREA form in its simplest form with 
- hostname = AD server
- port = 389 (confirmed AD is answering on this port via telnet to that 
port)
- bind user is my own AD account which is domain admin
- userbase = CM=Users,DC=DOMAIN  (note this domain has only 
a single extension, i.e. where BMC is bmc.com, in this domain it would just be 
“bmc”)
- User Search Filter = userPrincipalName=%\USER$
- Group membership = None
- everything else is default
6.In the EA tab::
- RPC port = 390695
- Cross ref blank pas = CHECKED
- Auth string chaining = “AREA - ARS”


So, what happens…  
- If I log into remedy using 123456 and Window5 then it logs in fine as expected
- If I log into remedy using 123456 and Password1 then it will not authenticate

I then tried a few of the different chaining modes to see what would happen.  
None work except when I set it to:
- ARS – OS – AREA
At this point, I can now log into Remedy using EITHER the AD password or the 
ARS password.

First question, what is “OS” in the chaining policy?  I am assuming operating 
system, but what settings is it using, how is it getting those details, is it 
from some settings in the AREA form?  I ask this, as when I went into AREA form 
and mess-up up the search stings and what not, but the login using AD password 
STILL worked, so it is like it does not use AREA config for the OS chaining 
function.

I then fixed AREA config, but changed the “User Search Filter” to use 
“displayName” and then tested login using “TestUser” as login name with AD 
password, and it failed.  I tried then using the USERNAME again and it still 
worked!

I am now very confused, as the configuration of this in 8.1 DOES on paper look 
simple.  I turned logging of filter to finest but go nothing of i8ntrest…  it 
is like it is just not doing anything.  I am just wondering have I missed a key 
point… I know in 7.65 is was a lot harder, but in 8.x it is supposed to be 
simpler…  it installs the plugin as part of install etc, so I am just wondering 
is something broke, or am I being an idiot (I suspect the latter unfortunately)

Cheers
dan

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Re: Upgrade ITSM 7.6.04SP2 to 8.1 - Wierd error (SEVERE)

[Dan Miller]

OK, back to the original issue  :-)

the attached logfiles fromt he post below .

here is the remedy/application log from running the RIK command:


[Fri Mar 08 17:44:50.874] RikMain- RIK utility version/timestamp: 8.1.00 
201301251157
[Fri Mar 08 17:44:50.890] RikMain- Command = rik.exe defnimp -f 
e:\chg_deplapp.def -m migrate -x VBMC41-IEDRW -t 0 -u tony.reel -p 
*NOT_THIS_TIME* -C -l e:\riktony.log -L
[Fri Mar 08 17:44:51.015] RikMain- ARInitialization Complete
[Fri Mar 08 17:44:51.030] SetOverlayGroup- Set Session Configuration for design 
and runtime overlay group (base[-1]) succeeded
[Fri Mar 08 17:44:51.108] VerifyControl- AR User is valid
[Fri Mar 08 17:44:51.124] RikMain- Calling the subcommand: defnimp
[Fri Mar 08 17:44:51.124] DefnImport- Begin import file e:\chg_deplapp.def, 
mode 0x2, mask 0x19051
[Fri Mar 08 17:44:51.202] ImportFileNode- Calling ARImport() in migr mode for 
"chg_deplapp.def", mask 0x19051. "Timeout = 120 seconds.
[ERROR][Fri Mar 08 17:47:36.796] ImportFileNode- ARImport() for 
"chg_deplapp.def" returned non-zero return code 2
[ERROR][Fri Mar 08 17:47:36.796] ImportFileNode- 314 Field does not exist on 
current form CHG:ChangeRiskDerivedTemplateFieldSelectionLookup : <10>
[ERROR][Fri Mar 08 17:47:36.796] ImportFileNode- 314 Field does not exist on 
current form CHG:ChangeRiskDerivedFactorsTemplateLookup : <300207500>
[ERROR][Fri Mar 08 17:47:36.796] ImportFileNode- 392 Field/VUI name must be 
unique for the form -- there is already a field or VUI using this name Column
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:ChangeImpactedAreaCIAssociation_Join
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:Change-ImpactedAreasCIAssociation_outer_ApproverLookup
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:ChangeRelationshipInterface
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:ChangeImpctAreaApproverLookup
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:ChangeApproverLookup
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:Change-ImpactedAreas_outer_CIAssociation_outerJoin
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:Association_ID01_02Join
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:TemplateQueryInterface
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:Infrastructure Change Classic
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:InfrastructureChangeAPDetail
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:Chg Search-Worklog
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:Chg Search-Associations
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:ChangeSelfJoin
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:ChangeRiskDerivedTemplateSelectionDerivedFactorsLookup
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:ChangeROIConfig_Join
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:ChangeInterface
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:ChangeAssocJoinCRQ
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:ChangeAPDetailSignature
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:Change-ImpctArea
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:Change-ImpactedAreas_outerJoin
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:Change-ImpactedAreasJoin
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:CHGNGC:ChangeAssociatedRecords_Join
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:Association_ID02Join
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:Association_ID01Join
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:TemplateSPGAssocLookup
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:ProcessFlow_TemplateSPGLookup
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:ChangeRiskFactorQuestionLookup
[WARNING][Fri Mar 08 17:47:36.796] ImportFileNode- 55 The following item was 
not imported CHG:ChangeRiskDerivedTemplateFieldSelectionLookup
[WAR

Re: Upgrade ITSM 7.6.04SP2 to 8.1 - Wierd error (SEVERE)

[Dan Miller]

LOL..  good job it is not internet facing and not my own password!!!  sorry 
tony  :-)

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Re: Upgrade ITSM 7.6.04SP2 to 8.1 - Wierd error (SEVERE)

[Dan Miller]

arrghhh you are right there...  i better find Daniel to get that post 
removed!!!  where the heck is that damn post-edit button!!!

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Re: Upgrade ITSM 7.6.04SP2 to 8.1 - Wierd error (SEVERE)

[Dan Miller]

Hi all

we are still here plugging away...  befroe i give another update, can i just 
ask if anyone has successfully upgraded a 7.6.04Sp2 ITSM direct to 8.1 yet?
just checking  :-)

update on issue (by the way, this has gone to BMC support, they said they were 
reviewing logs, but no reply yet)


From looking in the log files we could see these errors which show that there 
was problem migrating these forms during the upgrade.

[ERROR][Fri Mar 08 11:26:25.161] ImportFileNode- ARImport() for 
"chg_deplapp.def" returned non-zero return code 2 [ERROR][Fri Mar 08 
11:26:25.161] ImportFileNode- 314 Field does not exist on current form 
CHG:ChangeInterface : <103216> [ERROR][Fri Mar 08 11:26:25.161] 
ImportFileNode- 314 Field does not exist on current form CHG:ChangeSelfJoin : 
<112> [ERROR][Fri Mar 08 11:26:25.161] ImportFileNode- 314 Field does not exist 
on current form CHG:ChangeRiskDerivedTemplateFieldSelectionLookup : 
<10> [ERROR][Fri Mar 08 11:26:25.161] ImportFileNode- 314 Field does 
not exist on current form CHG:ChangeRiskDerivedFactorsTemplateLookup : 
<300207500> [ERROR][Fri Mar 08 11:26:25.167] ImportFileNode- 392 Field/VUI name 
must be unique for the form -- there is already a field or VUI using this name 
Column


I looked at the CHG:ChangeSelfJoin form. In a clean 7.6.04 SP2 install the 112 
field is not present. In a clean install of 8.1 the 112 field is present.
So using the Dev studio I exported the CHG:ChangeSelfJoin form from a clean 
install and imported it to the pre ITSM upgrade server and got no errors.
It then tried the same action on 
CHG:ChangeRiskDerivedTemplateFieldSelectionLookup & 
CHG:ChangeRiskDerivedFactorsTemplateLookup forms but got the message  saying 
"314 Field does not exist on current form 
CHG:ChangeRiskDerivedFactorsTemplateLookup : <300207500>"

I ran the RIK command
rik.exe defnimp -f e:\chg_deplapp.def -m migrate -x VBMC41-IEDRW -t 0 -u 
tony.reel -p BTsu99ort# -C -l e:\riktony.log -L –v and the resulting logs are 
attached but they give the same error messages.

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Re: Upgrade ITSM 7.6.04SP2 to 8.1 - Wierd error (SEVERE)

[Dan Miller]

thank you for the update and help, that is very helpful...  i wonder what 
caused it...

anyway, the log fiels have now been sent to BMC for review as a full pack..  we 
are also working int he back ground to try and work out what is going on under 
the hood

happy Fridays!!!

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Re: Upgrade ITSM 7.6.04SP2 to 8.1 - Wierd error (SEVERE)

[Dan Miller]

Hi there

that BMCRemedyChangeManagement.log has some good info in...  i took a full zip 
off the server before reverting-to-snapshot.

we have looked at the contents now and are not really any fiurther, though we 
can see the .def file the upgrade is trying to import, and what fields it is 
having trouble with...  but how do we correlate that with relaity, i.e. work 
out what the issue is...

section of BMCRemedyChangeManagement.log below:


[Fri Mar 08 11:23:07.383] RikMain- RIK utility version/timestamp: 8.1.00 
201301251157
[Fri Mar 08 11:23:07.383] RikMain- Command = 
C:\Users\ADMINI~1\AppData\Local\Temp\Utilities\rik\rik.exe loadapp -f 
e:\Program Files\BMC 
Software\BMCRemedyITSMSuite\Workflow\install\8.1.00_overlay_install\systems\chg\workflow\en\adf_chg.xml
 -m nosamp -x VBMC41-IEDRW -t 0 -u Action Request Installer Account -p ** 
-l e:\Program Files\BMC Software\BMCRemedyITSMSuite -n 
BMCRemedyChangeManagement -L
[Fri Mar 08 11:23:07.385] RikMain- ARInitialization Complete
[Fri Mar 08 11:23:07.388] SetOverlayGroup- Set Session Configuration for design 
and runtime overlay group (base[-1]) succeeded
[Fri Mar 08 11:23:07.388] SetSessionTimeouts- Using 7200 seconds for the Normal 
timeout
[Fri Mar 08 11:23:07.388] SetSessionTimeouts- Using 14400 seconds for the Long 
timeout
[Fri Mar 08 11:23:07.388] SetSessionTimeouts- Using 21600 seconds for the Extra 
Long timeout
[Fri Mar 08 11:23:07.400] VerifyControl- AR User is valid
[Fri Mar 08 11:23:07.402] RikMain- Calling the subcommand: loadapp
[Fri Mar 08 11:23:07.407] LoadApp- Application "chg" has 4 file(s): 4 
definition file(s), 0 configuration data file(s), 0 sample data file(s)
[Fri Mar 08 11:23:07.407] ProcessCommandsOfComponent- Commands List is empty 
. No Commands to execute
[Fri Mar 08 11:23:07.407] LoadComponent- 
**
[Fri Mar 08 11:23:07.441] LoadComponent- Processing component: chg
[Fri Mar 08 11:23:07.441] LoadComponent- Loading component chg
[Fri Mar 08 11:23:07.441] LoadComponent- Specified mask (0x01801021) overrides 
all other ARImport settings!
[Fri Mar 08 11:23:07.441] LoadComponent- Starting Definition Import for 
e:\Program Files\BMC 
Software\BMCRemedyITSMSuite\Workflow\install\8.1.00_overlay_install\systems\chg\workflow\en\.\chg_deplapp.def
[Fri Mar 08 11:23:07.528] ImportFileNode- Calling ARImport() in 
arimport_forced_mask mode for "chg_deplapp.def", mask 0x1801021. "Timeout = 
7200 seconds.
[ERROR][Fri Mar 08 11:26:25.161] ImportFileNode- ARImport() for 
"chg_deplapp.def" returned non-zero return code 2
[ERROR][Fri Mar 08 11:26:25.161] ImportFileNode- 314 Field does not exist on 
current form CHG:ChangeInterface : <103216>
[ERROR][Fri Mar 08 11:26:25.161] ImportFileNode- 314 Field does not exist on 
current form CHG:ChangeSelfJoin : <112>
[ERROR][Fri Mar 08 11:26:25.161] ImportFileNode- 314 Field does not exist on 
current form CHG:ChangeRiskDerivedTemplateFieldSelectionLookup : <10>
[ERROR][Fri Mar 08 11:26:25.161] ImportFileNode- 314 Field does not exist on 
current form CHG:ChangeRiskDerivedFactorsTemplateLookup : <300207500>
[ERROR][Fri Mar 08 11:26:25.167] ImportFileNode- 392 Field/VUI name must be 
unique for the form -- there is already a field or VUI using this name Column
[WARNING][Fri Mar 08 11:26:25.167] ImportFileNode- 55 The following item was 
not imported CHG:ChangeImpactedAreaCIAssociation_Join
[WARNING][Fri Mar 08 11:26:25.167] ImportFileNode- 55 The following item was 
not imported CHG:ChangeRelationshipInterface
[WARNING][Fri Mar 08 11:26:25.167] ImportFileNode- 55 The following item was 
not imported CHG:ChangeImpctAreaApproverLookup
[WARNING][Fri Mar 08 11:26:25.190] ImportFileNode- 55 The following item was 
not imported CHG:ChangeApproverLookup
[WARNING][Fri Mar 08 11:26:25.190] ImportFileNode- 55 The following item was 
not imported CHG:Association_ID01_02Join
[WARNING][Fri Mar 08 11:26:25.190] ImportFileNode- 55 The following item was 
not imported CHG:TemplateQueryInterface
[WARNING][Fri Mar 08 11:26:25.190] ImportFileNode- 55 The following item was 
not imported CHG:Infrastructure Change Classic
[WARNING][Fri Mar 08 11:26:25.190] ImportFileNode- 55 The following item was 
not imported CHG:InfrastructureChangeAPDetail
[WARNING][Fri Mar 08 11:26:25.214] ImportFileNode- 55 The following item was 
not imported CHG:Chg Search-Worklog
[WARNING][Fri Mar 08 11:26:25.214] ImportFileNode- 55 The following item was 
not imported CHG:Chg Search-Associations
[WARNING][Fri Mar 08 11:26:25.214] ImportFileNode- 55 The following item was 
not imported CHG:ChangeSelfJoin
[WARNING][Fri Mar 08 11:26:25.214] ImportFileNode- 55 The following item was 
not imported CHG:ChangeRiskDerivedTemplateSelectionDerivedFactorsLookup
[WARNING][Fri Mar 08 11:26:25.214] ImportFileNode- 55 The following item was 
not imported CHG:ChangeROIConfig_Join
[WARNING][Fri Mar 08 11:26:25.243] ImportFileNode- 55 The following item was 
not imported CHG:ChangeInterface
[WARNING][Fri 

Re: Upgrade ITSM 7.6.04SP2 to 8.1 - Wierd error (SEVERE)

[Dan Miller]

thank you for the help..  we are thinking a test will be to just to remove the 
overlay from the change form and see if the install runs.

as a side note, would you say it would be OK to just re-run the ITSM installed 
again on the FAILED install, or would you say that it would be better to revert 
to snapshot from before the failed ITSM upgrade and re-run clean, or might it 
be quicker to re-runt he ITSM installer over the top of the failed install 
(after removing the overlay of course)?

cheers
dan

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Upgrade ITSM 7.6.04SP2 to 8.1 - Wierd error (SEVERE)

[Dan Miller]

Hi all,

i hope you are well everyone...  we are currently testing upgrades from 7.6 to 
8.1.  we have done a tons of testing but specifically on the ITSM upgrade, we 
are getting an error after about 6-8 hours of install.  

Environment:
2 x AR servers in an SG (though for the purpose of upgrade testing, we have 
taken out the SG config and it is a standalone server)
Operating system throughout is 64 bit windows 2008 server R2
all servers are VMware VMs (exce0pt the database)
Backend DB is SQL Server 20078 64bit

this platform was built from t he bottom up as a 7.6.04SP2 install , with some 
ticket and user data migrated across from a previous 7.6.04SP1 install

We have several customisation on the incidents and change forms but i will 
leave the detail of this to my colleague Tony to add as we are working together 
on this and he is the dev guy  :-)


the error is below.  this was after successful ARsystem upgrade, successful 
Atrium core and integrator upgrades...  this error happens after the ITSM 
completes with failure.  

--
Mar 08 2013 07:23:01 AM
--
SEVERE
--
com.bmc.install.product.bmcremedyitsmsuite.overlays.BMCRemedyChangeManagement
--
  THROWABLE EVENT {Description=[Program execution failed due to return code 
392],Detail=[Program not completed]}
--
Throwable=[com.bmc.install.utility.language.syntax.statement.extension.StatementDelegateReturnCodeException:
 
com.bmc.install.utility.language.syntax.statement.extension.StatementDelegate.handleReturnCode(StatementDelegate.java:897)
com.bmc.install.product.rik.statement.RIKLoadApplicationStatement.execute(RIKLoadApplicationStatement.java:214)
com.bmc.install.utility.language.syntax.statement.extension.ExtensionStatement.execute(ExtensionStatement.java:289)
com.bmc.install.utility.language.syntax.statement.Block.execute(Block.java:72)
com.bmc.install.utility.language.syntax.statement.IfStatement.execute(IfStatement.java:145)
com.bmc.install.utility.language.syntax.Program.execute(Program.java:75)
com.bmc.install.utility.language.runner.ProgramRunner.executeProgram(ProgramRunner.java:229)
com.bmc.install.product.base.language.ProgramRunnerValidationTask.executeProgram(ProgramRunnerValidationTask.java:312)
com.bmc.install.utility.language.runner.ProgramRunnerStatement.execute(ProgramRunnerStatement.java:153)
com.bmc.install.utility.language.syntax.statement.extension.ExtensionStatement.execute(ExtensionStatement.java:289)
com.bmc.install.utility.language.syntax.statement.Block.execute(Block.java:72)
com.bmc.install.utility.language.syntax.statement.EnhancedForStatement.handleArray(EnhancedForStatement.java:374)
com.bmc.install.utility.language.syntax.statement.EnhancedForStatement.execute(EnhancedForStatement.java:190)
com.bmc.install.utility.language.syntax.statement.Block.execute(Block.java:72)
com.bmc.install.utility.language.syntax.statement.IfStatement.execute(IfStatement.java:145)
com.bmc.install.utility.language.syntax.statement.Block.execute(Block.java:72)
com.bmc.install.utility.language.syntax.statement.IfStatement.execute(IfStatement.java:145)
com.bmc.install.utility.language.syntax.statement.Block.execute(Block.java:72)
com.bmc.install.utility.language.syntax.Program.execute(Program.java:75)
com.bmc.install.utility.language.runner.ProgramRunner.executeProgram(ProgramRunner.java:229)
com.bmc.install.product.base.language.ProgramRunnerValidationTask.executeProgram(ProgramRunnerValidationTask.java:312)
com.bmc.install.product.base.language.ProgramRunnerValidationTask.performValidation(ProgramRunnerValidationTask.java:97)
com.bmc.install.task.ValidationTask.execute(ValidationTask.java:54)
com.bmc.install.task.InstallationTask.run(InstallationTask.java:93)
java.lang.Thread.run(Unknown Source)]

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Re: WWRUG13?

[Dan Miller]

i vote to move the WWRUG to Ireland, move it to March and you can all enjoy St 
Patricks day  :-)

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Re: Regarding installation of BMC Remedy Developer Studio

[dan]

Perhaps the client thinks that you can accomplish what is needed without the 
Developer Studio?

Since you don't seem to know what the Developer Studio is, nor encountered a 
need for a Support ID before,
you certainly shouldn't be using it on an ITSM System. Nor should your client 
have hired you to do so.
Could explain why they will not give you access to the tool or their Support ID.

I certainly hope no one on the list helps you obtain a copy.

Having read what I just wrote I realized it is the harshest I have been in 20 
years about this sort of thing,
but, after rereading the previous two posts, it still seems correct and 
appropriate.

Daniel
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Neha Khandelwal
Sent: November 19, 2012 2:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Regarding installation of BMC Remedy Developer Studio

Hi,

Thanks for providing your assistance.
I have fewer more doubts.

For my project, requirement is to work on ITSM 7.6. Client will provide access 
to everything, except BMC Developer studio tool. So this tool we need to get on 
our own.

So is it possible to just get Developer Studio tool? Also while downloading 
this tool, Support ID is being asked, which is also not shared by client?

In keeping above constraints in mind, can you please suggest me now how to get 
BMC Remedy Developer Studio tool?

Regards
Neha

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Re: OT - Twinkies! Oh No!

[Dan Miller]

i actually kept a few twinkies from this years RUG and brought them back to 
Ireland...   i will have to stash them away for next time..  assuming the kids 
did not find them and think they were edible!

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Re: 2 Reporting questions

[Dan Miller]

the key with FCR is defining exactly what it is you want to measure.  we have 
been discussing it ffor some time internally, and it changes anually.  we now 
have 2 measures, FCR and FLR.  FLR is much easier in remedy as it basicaly 
means the ticket never left the first line...  but FCR is where the caller 
never left the first phone call...

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Re: Mid Tier and Potential Proxy Issues

[Dan Miller]

what version of mid-tier are you riunning (and overall remedy for that matter)

we used to get this issue all the tiume, we called it grey screen of death.
we service-packed mid-tier and it went away, SP2 i think for 7.6.04

we had tried everything but could not get it working, and it was random.  we 
even got the desktop estate upgraded as we thought it was performance...  
(which was not a bad idea anyway to be honest)

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Re: [EXTERNAL] Re: WWRUG13 Dates?

[dan]

I have asked for the BMC Communities name to be corrected so it matches with
what we use everywhere else.

 

I knew a BA in English had to be useful for something, not like any of use
actually use it day to day J

 

Now if we could just prevent the use of words like technology meaning a
piece of software and cadence

For the frequency of doing something.

 

Hmm, who did I give that Shakespearean curse book to? We could use a few
obscure words from the bard

to show how much language doth vary.

 

It is Friday in Australia and as far as anyone knows, that is where I am
posting this from J

 

Dan

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: October 25, 2012 4:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Re: WWRUG13 Dates?

 

** 

So you know my qualifications, I have a B.A. in English and studied to be a
technical writer way back in the day.  It's interesting that I became a
software tester because I find proofing software to be quite similar to
proofing documents.  There's at least one technical writer I know of who
agrees.

 

Technically speaking, "Users' Group" is the most correct because we are
talking about a group for multiple users, but we could replace "for" with
"belonging to" without losing too much meaning, and the apostrophe denotes
possession.  However, "Users Group" would also be acceptable despite its
lack of technical correctness because it has slipped into common usage.
That's how language evolves - ways of writing that at one point in time are
not considered correct can move into acceptable usage if enough people adopt
them.  "Users mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Thursday, October 25, 2012 2:26 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: WWRUG13 Dates?

 

** 

IF we are in control of the scheduling for 2013,

WWRUG13 will be the week of October 21-25, 2013

[we have hotels holding the dates, no signed contract].

 

If Oracle buys out BMC,  Oracle OpenWorld 2013 is Sept 22-26

It is 65X the people with 35X the papers, we won't get lost in it or
anything J

 

There are two cities in the running for WWRUG13, Houston and San Jose.

You can vote or comment in BMC Communities,

And read the words to David Easter's song and a reply song from someone else

In the WWRUG: World Wide BMC Remedy User Group community

 

And yes I just noticed there is an s missing in the communities name,

Or we have it wrong.

 

Grammar experts: should it be User or Users or could both be right?

 

Daniel

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of michael campbell
Sent: October 14, 2012 5:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13 Dates?

 

** 

i vote miami beach fountain bleau...
we tried that once, didn't work out, 2013
 
mike
 

  _  

Date: Fri, 12 Oct 2012 09:40:43 -0500
From: arsl...@mattreinfeldt.com
Subject: Re: WWRUG13 Dates?
To: arslist@ARSLIST.ORG

** 

Understood, Dave.  Thanks!

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dave Shellman
Sent: Friday, October 12, 2012 9:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13 Dates?

 

** 

Matt,

 

Yes other conferences are taken in consideration.  However holidays
including various religious observances and hotel availability are first
consideration.

 

Dave

On Oct 12, 2012, at 8:45 AM, "Matt Reinfeldt" 
wrote:

** 

I'm just hoping that the organizers try to not set it right next to other
industry events, such as Fusion 12 (the week following WWRUG):
http://www.servicemanagementfusion.com/ 

 

Makes it kind of hard to get to everything one needs to these days!  J

 

--matt

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Thursday, October 11, 2012 6:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13 Dates?

 

** Play it safe Natalie, put your name on the list  basic info about the
conference will be similar to this year.  If you need dates you may not have
them before 10/19.  Usually the next location is announced on the last day
which is the 19th.  I know I've attended RUG's in multiple months.  Maybe a
birdie would whisper in your ear!

Susan

On Thu, Oct 11, 2012 at 5:55 PM, Stroud, Natalie K 
wrote:

** 

Can anyone tell me if the WWRUG conference is usually held in October?  I
can't attend this year, but have been told I can look at going next year.
If there's even a chance that the conference will be held prior to October
1, 2013, then I need to get my name along with some basic info about the
conference onto a list prior to Oct. 19th of this year. 

 

Thanks,

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Tester

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 - Windows 2

WWRUG specials is an infringement on Vendors that do go, unless the Vendor was there

[dan]

John

I don' t see the relevance of me attending KEG to you attending KEG or
WWRUG?
 
The primary issue with your WWRUG special is copyright and branding
infringement.

Vendors pay money to be associated with the conference, and attendance is of
course optional,
some vendors come every other year. When they aren't there they don't do
WWRUG specials,
however saying "I am having a special for ARSlist members" is fine. Given
that is at least 80% of the 
Remedy world, not a big restriction on who gets it.

Whilst I was advised to shut your account and remind you of certain legal
things, I was too busy last week,
And anyone who has been on the list for a few years can tell you, oh right
that includes you,
I don't pursue legal issues, once a year someone says they will sue me for
something on the list.

So Stay Calm, Carry On.

Dan
Chairman, WWRUG
Disclaimer: these, as always, are my opinions and not those of Unisys or me
as a Unisys employee

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: October 22, 2012 5:50 AM
To: arslist@ARSLIST.ORG
Subject: WWRUG BMC Sale Rumors

Dan

I know you're disappointed we didn't attend WWRUG and we've already received
some great feedback on the SSO Plugin functionality, so thanks for reminding
everyone. Indeed, one of the RUG volunteers was particularly complimentary
about our special presentation :) 

But believe it or not, going to RUG is optional. Certainly, if I've got a
choice between spending a spare day with my young son or going to a
"breakfast meeting" and listening to warm words about a support service,
you'll forgive me if I choose humpty-dumpty and a pile of Lego.

I hear there was a great attendance at the Kinetic Enthusiasts Group this
year. Are you going next year?


John


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Configuration Item support group relationships

[Dan]

Listers,

I am currently on a Windows server with a SQL database running 7.6.04 
Server, Mid-Tier and ITSM.  I have in my CMDB some CI's that have support 
group relationships that show the access permitted as No.  We did a DMT 
import of the Supported by relationships of most of the CI's and this maybe 
where the value for Access Permitted was set.  I need to change this to a 
Yes.  I was trying to find the form that the relationships were maintained 
in so that I can do a modify all and change them if that is possible.  


P.S.  If I add a new Supported By relationship the Access Permitted value 
defaults to Yes.  

Thanks for the help in advance.


Daniel

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Re: RUGs = 1

[Dan Miller]

Thanks Dave! much appreciated!

while i have your attention, what governs the Friday morning repeat sessions?  
i have a bunch of sessions i would like to attend, but they conflict with each 
other, so just wondering how you decide which ones are repeated?

cheers
dan

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Re: RUGs = 1

[Dan Miller]

I am so excited to be here, hoping the company will let me come again next year 
but they can be an awkwad bunch when it comes to financial approval...needs 
some techies in the finance team who understand that software moves on in 12 
months...  :-)

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Re: RUGs = 1

[Dan Miller]

ROTFLMAO!!

i literally laughed out loud while sitting in the quiet hotel bar...  how 
embarrassing LOL

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RUGs = 1

[Dan Miller]

Hi people...

we have arrived at the conference and i can see remedy lovers all over the 
hotel sporting their orange badge holders and cool ruck sacks. 

Looking forward to meeting some of you at the welcome evening tonight...  but 
if anyone finds them self at a loose end due to not attending ay pre-conference 
sessions, say hi to a lonely first-timer in the bar, easy to spot with the 
"RUGs=1" badge of shame  :-)

good luck all and have a good week!  

D.

ps..  has anyone worked out how to clone themself so they can attend 2 
presentations at the same time?   :-)

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Re: ADV: Re: [arslist] Results of a application pen-test - need to close holes

[Dan Miller]

Hi there

something weird is going on with this list, as there were more replies 
yesterday before the system went a bit weird last night..

The last post was about getting together at WWRUG12  for a get together to chat 
about exposing SRM to the public internet...  I remember as someone offered to 
buy the first round  :-)

my colleague and I will be arriving tomorrow for Fairmont, and staying for the 
week for the conference...  if we were to try and get everyone who cares about 
such a thing together, how would one go about that?  this is our first ever 
WWRUG, so we are more likely to be the 2 people in the corner hiding and hoping 
someone talks to us  :-)

cheers
dan

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Re: Data Management Tool in version 8 replaced by Atrium Integrator

[Dan Miller]

sorry to hijack, but does anyone know is the integrator module is now supported 
in server group envirnment?  i am pretty sure it was ont he proposed list for v8

great that DMT from 7604 will still work though

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Re: Results of a application pen-test - need to close holes

[Dan Miller]

hi John

so if i open up login.jsp on each of my mid-tiers, and i modiofy the code on 
lines 4 and 8, to include "autocomplete="off"" you think i will get what i 
need?  i am not a coder, so the fact this is JSP, does that matter?


1    
2   
3   <%=MessageTranslation.getLocalizedText(locale,"User 
Name")%>
4   
5    
6   
7   <%=MessageTranslation.getLocalizedText(locale,"Password")%>
8   
9    
10  
11  <%=MessageTranslation.getLocalizedText(locale,"Authentication")%>
12  
13   
14   
15  " 
onClick="doLogin();"> 
16  " 
onClick="clearLogin();">
17   
18   
19  
20  
21  
22  
23  
24  
25  

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Re: Results of a application pen-test - need to close holes

[Dan Miller]

Hi John

For the session timeout, i found the setting under web, in user preferences.  
looks like some people had no timeout setting at all, some had 5 hours.  I have 
logged an internal RFC to globally reset everyone’s to one hour, and also to 
set mid-tier webserver timeout to the same to cover all bases.

For the concurrent users, i confirmed that as long as the user does not have a 
fixed-license, + admin role, then they can not log in concurrently from 
multiple machines, so that one is closed.

As for the auto-complete one, the specific comments from the pen-tester was as 
follows.  he was not actually scanning cookies by the looks of it, more viewing 
the screen in front of him.  he provided a screen show showing the web-browser 
offering the last 3 usernames used on that browser.  it should be possible to 
stop browsers remembering a field value,. like online baking sites where no 
matter what the browser is set to, you can nOT remember the last value of the 
field from the last visit:

"Web applications allows user to store the password in the browser ("remember 
password"
function). If auto complete feature is ON and an attacker gains access to the 
browser cache,
can easily obtain the password in clear text and list down the complete user 
id’s present on
particular application."

cheers
dan

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Re: ADV: Re: [arslist] Results of a application pen-test - need to close holes

[Dan Miller]

hi John

are you going to be a WWRUG this year?

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Results of a application pen-test - need to close holes

[Dan Miller]

Hi forum,

I hope you can help, and I am sorry in advance for the long post, but I am 
trying to get all this into one post, hoping that someone has gone through this 
exercise before.  So basically, we had an application pen-test before releasing 
our remedy platform to the public internet.  We got 7 things that we need to 
fix, some of them before we can go live, others that can wait a while.

Summary:

1.  Privilege Escalation
2.  Improper Error Handling
3.  No session time out
4.  Concurrent User Sessions
5.  Forced Browsing
6.  Autocomplete feature
7.  Banner Grabbing

Below I have described them a little more with description, recommendation, but 
also the problem I have in getting them implemented.  We are 18 months into our 
first ever Remedy journey, so security is something we have not really 
considered.

Can you please help?


1. Privilege Escalation
--

Description:
-
Privilege escalation in Remedy application allows a user to gain elevated 
access to resources that are meant a privileged user.  It was observed that in 
Remedy a user can view / read other user’s Service catalogue and preference 
details.  The privilege values should be checked from the database and not be 
stored in a client side cookie.
Vulnerable Urls:
 
https:///arsys/forms//SRS%3ACFGApplicationPreferences/Dialog+Console/?cacheid=aeabdc61&format=html
 https:// 
/arsys/forms//SRS%3AServiceRequestConsole/enduser/?cacheid=1bc6c61&format=html
 https:// /arsys/atrium/ServiceCatalog.swf 

this means the user can get more rights than they are entitled too. In this 
case a test user was able to see other users preferences, this may need to go 
back to BMC if T&T are unable to resolve as it may be an application fault. 
Recommended fix is to enable server side authentication and not client side 
which is currently in place.

Recommendation:
-
It is strongly recommended to check the privilege values from the database 
before granting access to secured recourses applications.

Problem:

How do I even start with this one….  Is there something I am not doing in terms 
of application lock down?  Is it something to do with object-list within 
mid-tier so URLs can be directly browsed to?


2. Improper Error Handling 
---
Description
---
If a web application encounters an error condition it may need to display an 
appropriate error message. Sometimes these messages can be detailed enough to 
give away crucial information about the application. This information may 
include database schema/table names, user names, platform specific information 
etc. Applications giving out detailed error messages run the risk of  exposing 
crucial information which can be used later to launch further attacks.

Our Remedy installation seems to have been configured in an insecure way. 
Whenever the application encounters any kind of error condition (such as failed 
execution of an
SQL query), an error message of failure SQL operation is sent back to the 
user’s browser.

Example typical error: 
   “The SQL database operation failed. : The data types text and varchar are 
incompatible in the equal to operator. (SQL Server 402) (ARERR 552)”

Recommendation:

In a live environment, application error messages should be kept as short as 
possible. Hence it is advisable that the error messages emanating from certain 
scripts be restricted. Only custom HTTP error messages should be displayed 
instead of the detailed ones.

Problem:

Again, not sure what to do here.  I have not enabled anything special as far as 
I can see.  I think we did set something to make the error appear in the bar 
rather than popping up, but other than that, can I disable error messages 
altogether for user-level remedy users?



3. No session time out 
Description:

this means the application session will never time out, in the case where a 
user was using a shared PC a session could be hi-jacked or stolen. 

Recommendation:

Session timeout should be enabled. For web facing system session timeout should 
be 20/30 minutes, to protect customers.  

Problem:

I am pretty sure this is a setting on a user by user basis.  Is there a way to 
globally push a new timeout setting to all of the currently configured users?  
There is a session timeout in mid-tier but I don’t think that actually logs 
people out of remedy…



4. Concurrent User Sessions
Description:

Concurrent login sessions allow multiple users to log into the application 
using a single user ID.  This makes it difficult for the web application to 
maintain traceability of user activity.  If concurrent sessions are allowed, 
there is a possibility that users may access the same account in parallel and a 
legitimate user might not be able to identify that his a

WWRUG12: Last Day for the Conference hotel rate

[dan]

Have you been waiting to book the hotel until you get approval?

Well, time to stop waiting and book it now.

 

The conference itself is in three weeks (yep, snuck up like every year). 

 

Our conference rates ends today for the hotel, and we have been told that
the hotel will sell out

(some of our pre and post conference nights are already sold out for the
conference rate,

But they may allow it today anyway, the hotel has been very co-operative).

 

Hope to see more of you at the conference.

 

This is your last chance to get into an event that has everything you ever
wanted to know

about 7.6.04 and V8

 

Dan


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Remedy Login Information

[Dan]

Listers

I know this may be a weird question but is there way to find out if someone 
logged into the system on a specific day.   I need to find out if an 
employee accessed the system on a day last week.  We do not have any 
additional logging turned on.  

AR Server 7.6.04 SP2
ITSM 7.6.04 SP2

Any help would be appreciated


Dan


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Data Management Tool not importing AssetPeople data.

[Dan]

I can convert the Excel spreadsheets into CSVs but I cannot import them.  I 
get the "Import Complete (ARNOTE 45477)" message but there is no staging 
data.  I've reinstalled the DataImportTool, DevStudio, and the DMT but get 
the same results.  

The DMT logs do not show an entry for the spreadsheet that I need to import 
- AST-AssetPeople.

Before reloading all the tools I ran logging and wasn't able to see 
anything in the ActiveLinks and Filter logs; the tools worked fine a few 
weeks ago so I don't know what has changed.


ENVIRONMENT:  ARS, ITSM 7.6.04 SP2, SQL 2008 R2 DB, DMT 7.6.04 all on 
Windows Server 2008 Enterprise OS.

 

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Re: Process Designer error "Peer not Authenticated"

[Dan]

Ok, today I changed my default website to be 
*http://servername*<http://servername/>and it now works.  If I change it back 
to 
*https://servername* <https://servername/> it gets the peer not 
authenticated again.

 

Any ideas where/how it is trying to authenticate?
I have to have SSL enabled on my server.  I can use the client with no 
problems but we will have users that will need to use the built in tool.
 
 
v/r
 
Dan
On Monday, July 30, 2012 11:31:55 AM UTC-4, Dan wrote:

> ** List,
>
> I am running ARS 7.6.04, Mid-tier 7.6.04 and have just installed Process 
> Designer.  The install went well with no issues.  I followed the install 
> guide and updated and created users as needed.  I can run the process 
> designer client software fine and it lets me in and allows me to create and 
> save.  When I try to launch the Process designer Client from within Remedy 
> I get a "peer not authenticated" pop-up error.   I have another system on 
> another network that I installed process designer on with the same settings 
> and it works fine.  The only difference I can find is that on the one that 
> works the mid-tier is HTTP and the one that it does not work on it is 
> HTTPS.  
>
> Any help would be appreciated.
>
>
> v/r
>
> Dan
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_


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Process Designer error "Peer not Authenticated"

[Dan]

List,

I am running ARS 7.6.04, Mid-tier 7.6.04 and have just installed Process 
Designer.  The install went well with no issues.  I followed the install 
guide and updated and created users as needed.  I can run the process 
designer client software fine and it lets me in and allows me to create and 
save.  When I try to launch the Process designer Client from within Remedy 
I get a "peer not authenticated" pop-up error.   I have another system on 
another network that I installed process designer on with the same settings 
and it works fine.  The only difference I can find is that on the one that 
works the mid-tier is HTTP and the one that it does not work on it is 
HTTPS.  

Any help would be appreciated.


v/r

Dan

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Re: Support - An open letter to BMC

[dan]

I thought a cage match would do the trick :-)

I think that face to face conversations add a lot.

Even when Remedy support and quality were at their lowest
(and I have heard arguments that that was still way above the bar at BMC up 
until now),
and the VP of Worldwide Support was at the conference, metal detectors were not 
required.

However, after listening in person, some attitudes changed and the results were 
win-win-win.
Support and quality improved, they were perceived as improved, and everyone 
gained. For a few years 

Daniel

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: June 6, 2012 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Support - An open letter to BMC

Daniel, are you going to have security check for pitchforks and torches? 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Wednesday, June 06, 2012 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support - An open letter to BMC

Hi Jay,

Would you be willing to stop by the WWRUG12 in October so you can talk in 
person to the folks having problems with Support?

Daniel

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jay Shankar
Sent: June 6, 2012 1:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support - An open letter to BMC

We understand your frustration and apologize for the poor customer experience 
regarding this issue.  Our process is to validate with you the information in 
your customer profile and we did not do that in this case. We are working with 
our team to better utilize the information provided and ask only the necessary 
information to troubleshoot issues. We always want to hear how we can improve 
our support services, so please continue to fill out the surveys and provide 
feedback directly.  

Jay Shankar
Vice President
Customer Support - Americas
BMC Software

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Issue with View Service Request link under Advanced Functions

[Dan]

We are currently on a Windows 2008 server running SQL for the datbase
AR Server is 7.6.04 as well as ITSM, CMDB and SRM.

We did an accelerated upgrade from a 7.0 system by copying the database 
over and then installing 7.6.04 over it and then running overlays and 
such.  Everything is working well and we have had minimal issues.  we 
recently found one though.  On the old server it was in a server group and 
the new one is not(yet).  When we have an incident open and we try to click 
on View Service Request link under Advanced Functions we get an error that 
says that a failure occurred because the name of the server (our old 
servername) is not in the list of valid mid tier servers.  
It seems like there is a reference to the old server group somewhere that 
is trying to be referenced.   Any ideas?  I will be running some logs on 
active links and such to see if I can pinpoint where it is reference it.

P.S.  this system is classified so it is not real easy for me to provide 
you with logs.

thanks

Dan

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Re: Remedy Approval 7.6.04

[Dan]

does not help alot but thanks for the suggestion.  I have sent more
logs to remedy support.

On Feb 28, 5:37 pm, Jonas Stumph Stevnsvig 
wrote:
> Hi Dan
>
> Try the health check in the utilitied directory of the uinstaller. It's
> my experience that it gives a little more detail thanthe post install
> sanity check.
>
> BR
>
> Jonas Stevsnvig
>
> Den 28-02-2012 16:02, Dan skrev:
>
>
>
> > Listers,
>
> > We are in the process of building a new system.  windows 2008, AR
> > server 7.6.04 install.   The approval server failed to install
> > initially due to some group permissions on the server set by the
> > network lockdown.  We have resolved those but now the approval server
> > fails its post install sanity check.
> > I get the following Warnings.
>
> > LOG EVENT {Description=[Approval server post install sanity check
> > execution - timed out]}
> > LOG EVENT {Description=[BMC_APPROVAL_SERVER_SANITY_FAILED],Detail=[The
> > Approval Server post installation check failed.]}
>
> > Any ideas what could/would cause this.
> > What is it trying to do during the sanity check that could cause a
> > time out.
>
> > I have a feeling it may be something on the server that is causing it
> > to time out but just not sure where to look as I am not sure what it
> > is trying to do during this part of the sanity check.
>
> > Thanks
>
> > Dan
>
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Remedy Approval 7.6.04

[Dan]

Listers,

We are in the process of building a new system.  windows 2008, AR
server 7.6.04 install.   The approval server failed to install
initially due to some group permissions on the server set by the
network lockdown.  We have resolved those but now the approval server
fails its post install sanity check.
I get the following Warnings.

LOG EVENT {Description=[Approval server post install sanity check
execution - timed out]}
LOG EVENT {Description=[BMC_APPROVAL_SERVER_SANITY_FAILED],Detail=[The
Approval Server post installation check failed.]}

Any ideas what could/would cause this.
What is it trying to do during the sanity check that could cause a
time out.

I have a feeling it may be something on the server that is causing it
to time out but just not sure where to look as I am not sure what it
is trying to do during this part of the sanity check.


Thanks

Dan

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Re: SLM Milestone Actions keep repeating, Deleted SVTs keep attaching, SLM 7604Sp2 and 2 other issues

[Dan Miller]

thank you Christopher for your help.

do you know what the table is that I need to audit to check for the link 
between the filters and the SVT?   what i currently am able to do, is list ALL 
filters in dev studio, and find the ones that have the SVT_ID in the title of 
the filter, which implies they are related, I then disable them.

i actually managed to get the SVT to stop attaching today by going into the 
SLM_Category table, and changing the unique-identifier of that SVT and clicking 
SAVE.  it was the only operation that was able to succeed on that data record 
in the table, so it must have got corrupted somehow, and it could no longer be 
indexed or something.  I am hoping i have not broken something by doing this, 
i.e. do I now have orphaned components of an SVT due to me changing the unique 
ID of the SVT...  (it is the ID that looks like 
"SLGAA5V0GH222ALYZQRGACAY6JBP43")

I feel like I have been in Remedy hell all weekend on this, or at least SLM 
hell.  

In my server group configuration, i have 2 servers.  one is completely out of 
the server group and does not even exist in the server-rankings table.  the 
other server holds ALL the roles in the ranking table as it is currently the 
only SG member.

do you think i need to disable the SLM function from one of these servers?  
what if i delete the SLM role from the SG, does that mean No server will run 
them in the SG, leaving the admin server to run them that is NOT in the SG?  
How do I disable the SLM process running on one of the server?  Is it just by 
the rankings role?

cheers
dan

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SLM Milestone Actions keep repeating, Deleted SVTs keep attaching, SLM 7604Sp2 and 2 other issues

[Dan Miller]

Hi forum

I have 3 fairly major issues in SLM, and I am hoping you can help.  I thought 
about logging 3 discussions but I thought I would start withon, and then split 
if need be.

Remedy version: 7.6.04 SP2
Platform:   Windows 2008 R2 64bit
DB: SQL Server 2008 R2 64bit


1.  I have some SVTs that are set to disabled and then deleted from SLM 
console, but they keep attaching to new incidents.  they were imported 
previously and had index problems when trying to modify them in any way at all 
(classic 302 error).  These SVTs were imported and have caused all manor of 
problems every since.  I would love to Kill them with a control+D in the SLM 
tables, but I know that will cause hell in the hpd:helpdesk form for incidents 
that reference them, so how can I force them out of the system when they can 
not be built due to index and unique identifier errors?

2.   have a milestone with action to fire an email when incident is logged.  it 
fires when the incident is logged, but then it fires again every one hour  
also, every time it fires twice   :-~.  The milestone is very simple.  I only 
have email engine running on one server in the server group.  Any thoughts on 
this?  It runs literally every hour.  I have not tried any other actions yet, 
so I am not sure if it just fires every time a breach escalation fires (i.e. 
25%, 50% which happen to run very hour as it is a 4 hour fi SVT)

3.  I have a problem that there is a known defect for).  When you add a new 

Cheers
Dan

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Re: Change Management actions

[Dan]

Sorry about that I always forget version.

We are on 7.6.04.  And this worked thanks.  I knew it was something
simple but could not recall where it was.

On Jan 20, 2:04 pm, Rick Sharp  wrote:
> Not knowing what version of Remedy you are using..go to Application 
> for the user(s) and toggle the option for action on what to do after Saving 
> the INC or CRQ.
>
> In 7.604, click Foundation Elements-->Overview Console-->Functions
>
> For Incident and Change tabs, change it to be:
>
> On Form, After Save:
> Modify Request After Submit
>
>
> From: Dan 
> To: arsl...@arslist.org
> Sent: Friday, January 20, 2012 11:58 AM
> Subject: Change Management actions
>
> How do I get Change (and Incident/Problem) to stay on the same ticket
> when I create a new one.  Currently when I create and save a new
> ticket it opens a new one.
>
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Change Management actions

[Dan]

How do I get Change (and Incident/Problem) to stay on the same ticket
when I create a new one.  Currently when I create and save a new
ticket it opens a new one.

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Tomcat 6.0.20 upgrade to 6.0.35

[Dan]

We currently have the 6.0.20 version of tomcat installed on our Mid-
tier.  It's the version that was bundled with the Mid-tier software
when we got it from BMC.  With the security flaws in this version we
need to upgrade to the 6.0.35 version.  I have searched for it and
looked at the tomcat site but I cannot find a how to for upgrading.


any help would be appreciated

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Re: Setting Next ID's

[Dan]

Looks like the TMS:task is current.  I will be running a change
through with associated tasks today and validate this.


Thanks for the help

On Jan 9, 2:25 pm, Wirasat Siddiqi 
wrote:
> You would need to find out NextID for TMS:Task from arschema table. For
> example, you would run
> select name, nextId from arschema where name like ?TMS:Task%?
> Then, run the update query from the database .
> update arschema
>  set nextId = 
> where name = ?TMS_Task?
>
> Thanks,
> Wirasat Siddiqi
> Remedy Development Team
> Desk Phone: 202-502-3204
> Cell: 202-368-7190
> Email: wirasat_sidd...@ao.uscourts.gov
>
> From:   Dan 
> To:     arsl...@arslist.org
> Date:   01/09/2012 02:12 PM
> Subject:        Re: Setting Next ID's
> Sent by:        "Action Request System discussion list(ARSList)"
> 
>
> I have updated all of the Ticket Num Generator for change, inc and
> problem.  Mainly wanted to find out if there was anything outside of
> there that needed to be updated.
>
> Also I just looked and could not find a TMS:task entry.
>
> Thank you for your help.
>
> On Jan 9, 1:56 pm, Wirasat Siddiqi 
> wrote:
>
> > For task, you would need to update arschema table for TMS:task enrty.
> Look
> > at page 334 in BMC Remedy Action Request System 7.6.04 Configuration
> > Guide. It provides the details about changing NEXT ID
>
> > Thanks,
> > Wirasat Siddiqi
> > Remedy Development Team
> > Desk Phone: 202-502-3204
> > Cell: 202-368-7190
> > Email: wirasat_sidd...@ao.uscourts.gov
>
> > From:   Dan 
> > To:     arsl...@arslist.org
> > Date:   01/09/2012 01:46 PM
> > Subject:        Setting Next ID's
> > Sent by:        "Action Request System discussion list(ARSList)"
> > 
>
> > Listers,
>
> > We have our new 7.6.04 system up and running and will be going live
> > soon.  We have all of our data moved over and I am setting the next
> > id's.
>
> > I have set the nextid for change, incident, problem, Know error,
> > Knowledge Database.  Is there any other places that I need to set the
> > nextid.  Is there a nextid for Task?  i could not find a ticket num
> > generator for task.  Is there a list of forms that need to have the
> > nextid set?
>
> > v/r
>
> > Daniel
>
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Re: Setting Next ID's

[Dan]

I have updated all of the Ticket Num Generator for change, inc and
problem.  Mainly wanted to find out if there was anything outside of
there that needed to be updated.

Also I just looked and could not find a TMS:task entry.

Thank you for your help.

On Jan 9, 1:56 pm, Wirasat Siddiqi 
wrote:
> For task, you would need to update arschema table for TMS:task enrty. Look
> at page 334 in BMC Remedy Action Request System 7.6.04 Configuration
> Guide. It provides the details about changing NEXT ID
>
> Thanks,
> Wirasat Siddiqi
> Remedy Development Team
> Desk Phone: 202-502-3204
> Cell: 202-368-7190
> Email: wirasat_sidd...@ao.uscourts.gov
>
> From:   Dan 
> To:     arsl...@arslist.org
> Date:   01/09/2012 01:46 PM
> Subject:        Setting Next ID's
> Sent by:        "Action Request System discussion list(ARSList)"
> 
>
> Listers,
>
> We have our new 7.6.04 system up and running and will be going live
> soon.  We have all of our data moved over and I am setting the next
> id's.
>
> I have set the nextid for change, incident, problem, Know error,
> Knowledge Database.  Is there any other places that I need to set the
> nextid.  Is there a nextid for Task?  i could not find a ticket num
> generator for task.  Is there a list of forms that need to have the
> nextid set?
>
> v/r
>
> Daniel
>
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Setting Next ID's

[Dan]

Listers,

We have our new 7.6.04 system up and running and will be going live
soon.  We have all of our data moved over and I am setting the next
id's.

I have set the nextid for change, incident, problem, Know error,
Knowledge Database.  Is there any other places that I need to set the
nextid.  Is there a nextid for Task?  i could not find a ticket num
generator for task.  Is there a list of forms that need to have the
nextid set?


v/r

Daniel

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INC/PBI/CHG Next ID question

[Dan]

We are building and testing a new system.  7.6.04 on a Windows 2008
server.We have data from our production system on there already
and we are now testing full functionality of the system.  If we set
the next id to what we want it, say 35000, and then do some test
tickets, can we go back in after testing and delete those tickets and
reset the next id back to 35000 and be ok?
Management wants us to set it to a high number then run tests for a
week or so (approximately 3000 tickets) and then if everything is good
they want us to set it back to the starting number and go live.  Can
we do this?



v/r


Dan

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Re: Can't hit return key from Mid-Tier login page

[Dan]

John,

Thank you for your help in this matter.  I did the following as
suggested by you and the return key now works from IE with 7.6.03


FWIW my first line of attack would be to comment out this bit in
login_common.jsp.

if(vf == 8)
   shoeIE8VersionAlert();

Again thanks for your help
On Dec 22 2011, 1:21 pm, John Baker 
wrote:
> Dan
>
> This hasn't got anything to do with forms; it's a Javascript error in the 
> login page. Send (email) me your login.jsp and login_common.jsp. They are in 
> the Mid Tier shared directory.
>
> John
>
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Re: Can't hit return key from Mid-Tier login page

[Dan]

We are currently on 7.6.04 ar server and mid-tier.
We have not done any modifications to the base forms.   This is
basically a new install on a development network in preparation to
upgrade our production server.

On Dec 22, 11:04 am, John Baker 
wrote:
> Hello
>
> You'd need to tell us which version of MT you are using but I'm
> surprised the login page contains a javascript error. I've checked a
> copy of 7.5 and the error is probably coming from login_common.jsp,
> because there is no JS on line 213 in login.jsp.
>
> However, there is also nothing on line 213 of login_common.jsp, but that
> may be IE lieing about the line number (it used to get it wrong by 1).
>
> So line 212 is as follows:
>
> this.document.loginForm.auth.onkeypass= doSubmit;
>
> which suggest the auth field has disappeared from your login form. If
> you removed it, stick an if statement around the above:
>
> if (this.document.loginForm.auth!=null)
>
> If this isn't correct, paste the lines around 213 in both JSPs.
>
> John
> --
> SSO Plugin for BMChttp://www.javasystemsolutions.com/jss/ssoplugin
>
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Can't hit return key from Mid-Tier login page

[Dan]

When I go to the mid-tier login page and type in my credentials and
hit return i get nothing.  If I click on the login button it logs me
in with no problem.   I am getting the following error when I load the
page.


'null' is null or not an object
login.jsp
Code:0
line:213
Char: 2
URI: https:///login.jsp


We are using IE 8.

On my system I also have Mozilla and this function works from Mozilla
but we need it to work in IE.


Any suggestions/comments/

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Issues with Mid-tier 7.6.04 and Tomcat 6

[Dan]

First I want to say I am a beginner with IIS and Tomcat.

We have installed Mid-tier 7.6.04 on a windows 2008 server.  We have
IIS running with Tomcat 6.  We are using Java 1.6.27.   It is
currently not working.  We get a 404-  not found error when trying to
get to the mid-tier.  It seems like the ISAPI redirect is not
redirecting.


1 - Does the Java version on the Mid-tier have to be the same as the
java version on the Remedy AR server.
2 - Are there any know issues with 7.6.04 Mid-tier and Java 1.7?


Any help would be appreciated.  We have been troubleshooting the Mid-
tier for 2 days now and have tried almost everything that I can search
for in the books and on the web.


Thanks


Dam

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Data migration from 7.6.0 server to 7.6.4 server

[Dan]

Is there documentation out there that shows the order to which we
should migrate our data over.  We have built a new server and want to
push all of our production data over so that we can roll it over.   I
have looked but cannot seem to find an order to which we should
migrate.  We are using Remedy Migrator to do the push.  I would use
RRRChive from Misi but we cannot put additional software on our
systems.

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Tomcat 7 with Mid-Tier 7.6.4 on Server 2008

[Dan]

We have installed Mid-Tier 7.6.4 SP2 on a Server 2008 with
Tomcat7.0.22.



I installed the Tomcat first and tested it with http://localhost:8080
and it worked fine, also was able to get into the admin tools for
Tomcat with no problems.

I then installed the Mid-tier pointing it towards the install
directory for the Tomcat when it asked.  It installed good with no
error but when I try to access the Mid-Tier config page it does not
work.   The Tomcat service is no long running and when I try to start
it it starts and stops immediately saying - the Apache Tomcat 7.0
Tomcat7 service started and stopped.  Some services stop automatically
if they are not in use by other services and programs.


I am not real familiar with Tomcat or IIS configuration so I wanted to
make sure I have not missed something.  Has anyone had this issue or
know what can be done to keep the service started.

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Re: Importing data from server upgrade 7.6.3 to 7.6.4

[Dan]

I guess where our real issue was on the people record where you
specify which access restrictions the have for multi-tenancy.  This
information does not come over with the push of data.   Am I missing a
foundation form push to get his information over?   All of the other
foundation data came over but we had to go to the people records and
manually update the access restrictions.
Thanks for the help


Misi,

Unfortunately I cannot get your RRR software and use it on our
system.  I have seen it in action and would use it if I could.


v/r

Dan

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Importing data from server upgrade 7.6.3 to 7.6.4

[Dan]

We have built a new server on version 7.6.4 running on windows server
with SQL database.   Our production server is the same with an AR
7.6.3 build.   We tried to use the Data migration tool to move the
data over from production to the new server but not all of the
foundation data goes over completely.  We also looked at Remedy
Migrator but are working on an issue with that where it does nothing
when we start the migration.  Is there a way using the Remedy tools
(we cannot get any additional software on our systems as they are
locked down) to easily do a full push of all data from our current
system to the new system?

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Email from Dan Wangler

[Dan Wangler]

For those who will see an email from Dan Wangler, please disregard it.  It
should not have been posted to the list.

 

Dan

 

Dan Wangler

da...@swbell.com

972-979-1970 (Cell)

 <http://www.linkedin.com/in/danwangler>
http://www.linkedin.com/in/danwangler

 


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Recall: BMC ITSM Implementation Project/Programme Manager required 8 Month plus contract

[Dan Wangler]

Dan Wangler would like to recall the message, "BMC ITSM Implementation
Project/Programme Manager required 8 Month plus contract".

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Re: SLM import issues - hiddem SVTS

[Dan Miller]

Hi Raj

I found an article where someone had a diferent problem, but it highlighted the 
table SLM Catagory, which lists the conpiled SVTs.  i found a bunch in there 
that were indeed set for NO to "show in table"   i changed them all, and they 
all became visible.

I still seem to have a problem where i Delete an SVT, but can never use the 
same name again...  does the Delete SVT remain in the system forever?  or does 
it eventually get purged?  can i force the delete out of the back end?

thank you all for your help...

regards
dan

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SLM import issues - hiddem SVTS

[Dan Miller]

all,

any idea how i find SVTs that do not display in the SLM management console, but 
they are in the back ground somewhere?

i did an export from production, and imported to a new production replacement.  
there were lots of missing SVTs, so i started rebuilding them.  i then tested 
one, and found that multiple SVTs are attaching to incidents.  when i go search 
for it, it is not there, so it must be in the back ground forms that the SLM 
module does not let you see

I can actually see some of the hidden SVTs when i create a new agreement, and 
go to the SVT search tool to attach those SVTs to the agreement.  so i know 
they are there, but i can not work out the table i go to, to delete them.  
better way would be to identify the link that brings them to the main 
console.

any ideas?  it is a total nightmare, and putting a halt to my project :-(

cheers all for any help you can give me.

Dan

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Re: Unable to connect to oracle when starting remedy

[Dan]

first thank you for your input.
I am running on a UNIX platform so I looked into my ar.conf file. 
Db-name:
Db-user:
both are there and correct.
I do not see a Db_password entry.

only password entries are

DSO
Remedy-App
Mid-Tier

they are also not in plain text.

our ar.conf file has not been changed in over a month so we have been working 
with this for at least that long.

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Unable to connect to oracle when starting remedy

[Dan]

Hi listers,

We had an issue with our server today.  The server process stopped and when 
trying to restart it we can't connect to the database (oracle) due to a bad 
username/password issue.  Checked with our DBA and the oracle password had 
expired and was locked.  Changed it to un-locked and tried to restart the 
server process.  We are still getting the bad username/password when trying to 
connect to oracle.  We can sqlplus into the database with the username/password 
combination.


Is there a config file that can be updated offline to set the database password 
that remedy process is looking for when trying to connect?

any help would be appreciated.

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Remedy User Client time issu

[Dan]

Group,

I am looking for help with a time issue we are facing.  We have the
using 24 hour clock on our server and the issue we are having is that
the 1200 to 1300 hour is being saved as  - 0100.  Meaning that if
I enter 1230 as the time it will show as 1230 until I save it but when
I go back into the ticket it shows as 0030.  I have a work around
where the local system time is settings can be modified to where the
AM and PM are different and the client tool will recognize it.  we
have ours set as Z for AM and Z. for PM.

Is there something within Remedy settings that will alleviate this?

Any help or suggestions would be appreciated.


Dan

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Re: Email Issue

[Dan Wangler]

Thanks, Jason

 

Running a batch job to stop and restart the process was one of the things we
are considering.

 

Dan

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, March 29, 2011 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Issue

 

** We too have had issues with various versions over the years with 7.5
being the worst.  We have an escalation form where we keep "service" type
escalations.  We have a control records and an escalation that fires every
10 minutes and does a set fields on that record where:

'Send Message' = "Yes" AND 'Create Date' > $TIMESTAMP$ - 60 * 60 AND 'Create
Date' <= $TIMESTAMP$ - 60 * 11

If there is a match the 'Email ID' from one record is set in a field and our
process runs to restart the service.  The process is a batch file that
writes to a log, stops the service, cleans up some temp email engine, pauses
and restarts the email engine.  It works so well we have forgotten it there
is a problem still.

Looking at the log we can go a days without issue and some days it restarts
throughout the day.  We definitely see more restarts on busier days.

Here is the content of the batch:

@Echo Off
Rem Stops and starts Email engine if messages are not being sent on a timely
basis

echo * %date% %TIME% --  Email Engine stopped sending emails, restarting
>> "D:\Logs\EmailEngine.log"

net stop "BMC Remedy Email Engine - OURSERVERNAME 1" >>
"D:\Logs\EmailEngine.log"

c:
cd "C:\Users\ServiceAccountName\AppData\Local\Temp\"
@Echo Deleting temp files in C:\Users\ServiceAccountName\AppData\Local\Temp\
>> "D:\Logs\EmailEngine.log"
del AT*.tmp email*.eml email*.txt email*.rtf chk*.tmp email*.html red*.tmp
email*.msg red*tmp E*_*.tmp

rem the ping is just a pause to allow  previous task to finish
ping 1.0.0.0 -n 1 -w 5000 >NUL

net start "BMC Remedy Email Engine - OURSERVERNAME 1" >>
"D:\Logs\EmailEngine.log"


Jason

On Tue, Mar 29, 2011 at 7:53 AM, strauss  wrote:

** 

You won't like the answer, but our 7.1.00.002 server has experienced random
hangs of the MAPI email system since it went live in May 2008, with an
Incident opened in June 2008 that was NEVER RESOLVED.  Also on Windows 2003
x64, with Outlook 2007 SP1 connecting to Exchange 2007, with archiving set
up to keep the number of sent emails in Exchange down to a month's worth
(25,000 to 40,000 messages).  A nightly escalation moves all Sent mail to an
archive folder, so there is never more than one day's mail in the Messages
form.  Outgoing and incoming mail interval is 3 minutes, which usually keeps
the queue below 60 messages at any given interval. 

 

Over the years since this system went live, support has shipped me
everything they could think of in the way of modified or instrumented email
engines (up to 7.1.00.004), and nothing that they came up with prevented the
three types of errors:

1. The aremaild.exe process hangs at over 1200 handles with no errors
generated in messages or logs of any kind (normal is 700 to 800 handles
idle, 1000 to 1300 while processing)

2. A java error appears in the Event Log and the service is hung

3. A error is logged in an hs_err_pid.log file in the \Office12 folder,
and the service is hung

 

In most cases the Windows service is hung and cannot be manually stopped in
a normal fashion - it will stop eventually, but issues a message about not
responding. Rarely, you might have to kill the actual process from the Task
Manager. Also rarely, the service is still running but MAPI processing has
stopped (our patch 4 build writes a mapi.log continuously) and you can
restart the service more or less normally (does not hang while trying to
stop).

 

I have had problems with the AREmail engine on Windows with MAPI ever since
they switched it to java, it's just dramatically worse in 7.1.  We just live
with it, keeping a query open in a User Tool 24 hours a day where we can see
it for Email messages where Send = Yes, refreshing every 5 minutes, and when
the screen fills (= over 100 messages) we restart the service.  A schedule
task runs a batch job three times a day, 5:45 AM, PM, and 11:45 PM that does
a net stop and a net start of the service.  I disabled a fourth one at 11:45
AM because whenever it fired with a lot of messages in the from waiting to
go out, it often hung within the next 15 minutes.

 

During testing with ARS 7.5 on Windows 2008 R2 we saw even worse problems
with MAPI - the service would not process mail unless you had a console
open, logged in under the account that ran the email service, and you had
started the service from there!!  We plan to use SMTP and POP for 7.6.0x; it
seems to work reliably enough, but then so did 7.1 MAPI back in 2008, until
it was put under a 

Re: Email Issue

[Dan Wangler]

Thanks to all who have replied.  

 

But do the issues with MAPI also apply to SMTP?  We has been using AMTP as
our primary and MAPI as a backup.  But now it seems that MAPI is much more
dependable than SMTP.  MAPI only hangs 2 or 3 times a day and I can usually
get through the night running MAPI.

 

Dan

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, March 29, 2011 9:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Issue

 

** 

You won't like the answer, but our 7.1.00.002 server has experienced random
hangs of the MAPI email system since it went live in May 2008, with an
Incident opened in June 2008 that was NEVER RESOLVED.  Also on Windows 2003
x64, with Outlook 2007 SP1 connecting to Exchange 2007, with archiving set
up to keep the number of sent emails in Exchange down to a month's worth
(25,000 to 40,000 messages).  A nightly escalation moves all Sent mail to an
archive folder, so there is never more than one day's mail in the Messages
form.  Outgoing and incoming mail interval is 3 minutes, which usually keeps
the queue below 60 messages at any given interval. 

 

Over the years since this system went live, support has shipped me
everything they could think of in the way of modified or instrumented email
engines (up to 7.1.00.004), and nothing that they came up with prevented the
three types of errors:

1. The aremaild.exe process hangs at over 1200 handles with no errors
generated in messages or logs of any kind (normal is 700 to 800 handles
idle, 1000 to 1300 while processing)

2. A java error appears in the Event Log and the service is hung

3. A error is logged in an hs_err_pid.log file in the \Office12 folder,
and the service is hung

 

In most cases the Windows service is hung and cannot be manually stopped in
a normal fashion - it will stop eventually, but issues a message about not
responding. Rarely, you might have to kill the actual process from the Task
Manager. Also rarely, the service is still running but MAPI processing has
stopped (our patch 4 build writes a mapi.log continuously) and you can
restart the service more or less normally (does not hang while trying to
stop).

 

I have had problems with the AREmail engine on Windows with MAPI ever since
they switched it to java, it's just dramatically worse in 7.1.  We just live
with it, keeping a query open in a User Tool 24 hours a day where we can see
it for Email messages where Send = Yes, refreshing every 5 minutes, and when
the screen fills (= over 100 messages) we restart the service.  A schedule
task runs a batch job three times a day, 5:45 AM, PM, and 11:45 PM that does
a net stop and a net start of the service.  I disabled a fourth one at 11:45
AM because whenever it fired with a lot of messages in the from waiting to
go out, it often hung within the next 15 minutes.

 

During testing with ARS 7.5 on Windows 2008 R2 we saw even worse problems
with MAPI - the service would not process mail unless you had a console
open, logged in under the account that ran the email service, and you had
started the service from there!!  We plan to use SMTP and POP for 7.6.0x; it
seems to work reliably enough, but then so did 7.1 MAPI back in 2008, until
it was put under a normal production load.

 

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

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Wangler, Dan
Sent: Tuesday, March 29, 2011 8:44 AM
To: arslist@ARSLIST.ORG
Subject: Email Issue

 

** 

Listeners

 

I have an annoying issue with my email engine.  We send out approx 20K
email/day from our ITSM 7.1 system.  We started out almost 2 years ago
interfacing with Exchange but, due to the large number of email that we are
generating, we moved to an SMTP server (Barracuda appliance).  We were on
the Barrcuda for many months without incident.  Then suddenly, the email
engine, while still sending out many email, started randomly hanging.  It
takes a recycle of the email engine process to restore service.  Inbound
email from Exchange continues to come in.

 

The Email Engine may work for hours before hanging up or may be as little as
10 minutes depending on the amount of email in the queue.  I may hang up
during peak times but it also hangs during non-peak times.

 

We switch back to the Exchange Server, but, while it is more reliable than
the SMTP server, it also hangs.

 

Nothing in the Email Engine logs (I set the java logging to FINER
(com.bmc.arsys.emaildaemon.level = FINER) indicate anything more than normal
email coming and going.

 

We had SendEmailSetSize = 500.  Thinking we were overwhelming the mail
server, we set it down to 50.   But, either way, it continues to hang.

 

Has anyone experienced issues with the Email Engine like this?  Are there
any other logs I can look at that may help 

Email Issue

[Wangler, Dan]

Listeners

 

I have an annoying issue with my email engine.  We send out approx 20K
email/day from our ITSM 7.1 system.  We started out almost 2 years ago
interfacing with Exchange but, due to the large number of email that we
are generating, we moved to an SMTP server (Barracuda appliance).  We
were on the Barrcuda for many months without incident.  Then suddenly,
the email engine, while still sending out many email, started randomly
hanging.  It takes a recycle of the email engine process to restore
service.  Inbound email from Exchange continues to come in.

 

The Email Engine may work for hours before hanging up or may be as
little as 10 minutes depending on the amount of email in the queue.  I
may hang up during peak times but it also hangs during non-peak times.

 

We switch back to the Exchange Server, but, while it is more reliable
than the SMTP server, it also hangs.

 

Nothing in the Email Engine logs (I set the java logging to FINER
(com.bmc.arsys.emaildaemon.level = FINER) indicate anything more than
normal email coming and going.

 

We had SendEmailSetSize = 500.  Thinking we were overwhelming the mail
server, we set it down to 50.   But, either way, it continues to hang.

 

Has anyone experienced issues with the Email Engine like this?  Are
there any other logs I can look at that may help determine what the
Email Engine is hanging on?  Can anyone offer any suggestion that my
help resolve this?

 

We are running on ARServer 7.1 patch 9.  We are using JRE:1.6.0_10 on a
Windows 2003 server and MSSQL 2005 Server.

 

Thanks and regards

 

 

Dan Wangler, MHS Remedy Support Team

Science Applications International Corporation

MHS Cyberinfrastructure Services (MCiS)

300 Convent St, Ste 1800, San Antonio, TX 78205

210-338-3162 * 972-979-1970 * dan.wangler@timpo.osd.mil
<mailto:dan.wangler@timpo.osd.mil> 

 

 

 


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<>

JOB: Full Time Direct Hire Remedy Developer/Engineer Opportunity Available - Herndon, VA]

[Dan]

Posting for our HR dept, please do not contact me about this job, instead
use the contact information below.
__

Good Afternoon.



Time Warner Cable based in Herndon, Virginia is presently seeking a
Remedy/Software Developer for our OSS Group.



Below is the job description.



If you are interested, please email me directly with your resume and contact
information.





The Time Warner Cable Corporate office currently seeks a Software Engineer
for our OSS (Operations Systems Support) Department. Below please find a
brief description of the essential duties and responsibilities required to
function successfully in this position.

Essential Job Functions:
The successful candidate would be responsible for alignment of service
assurance processes for Trouble and Change Management with the corresponding
technology enablement of workflow within Remedy ARS. This person will
participate as a team member in streamlining processes and providing input
to process governance committee members on enablement options within Remedy.

Job Requirements:
The successful candidate for this position will develop and deploy
enhancements to the Network Operations Trouble/Change Management Ticketing
system. The job calls for strong interpersonal skills to work with end-users
to gather requirements, suggest solutions, troubleshoot problems and support
business needs. The right candidate will also be well versed in reporting
technologies and will be required to provide a framework for reporting on
statistics evident in the Trouble tickets and Change requests from across
TWC’s operations footprint.

Responsibilities also include working with the Service Assurance team to
identify integration-points into the Service Assurance systems for fault and
performance management systems. Remedy platform responsibilities include
development of complete applications, including forms, workflow, reports
etc., within the BMC Remedy infrastructure allowing for maintainability and
scalability across future releases. Job will also require functional and
technical knowledge of Remedy to quickly implement new modules and upgrade
existing modules.

Required Qualifications:
•  At least 5 years experience with the Remedy ARS platform (6.x
and later).
•  Experience with ARS Remedy architecture and its applications
(HelpDesk/Change Modules)
•  Hands-on experience in one or more of the following technical
areas: Systems S/W design, H/W integration, S/W development, Quality
Assurance, System requirements and external integrations
•  Functional knowledge of Fault and Performance Management
systems (Netcool etc)
•  Solid working knowledge of UNIX based OS platforms (Solaris,
Red Hat)
•  1+ years experience developing reports
•  Experience with HTML, ASP, Java a plus
•  Knowledge of PL/SQL, Oracle RDBMS, Unix, shell scripting

Preferred Qualifications:
·  Strong technical leadership is preferred
·  ITIL Training Credits or ITIL Certification are desired
·  Proven experience in all phases of the software development cycle
·  Prior work experience in a Service Provider environment (Cable
Industry) a plus
·  Functional knowledge of OSS platforms a plus


Education and Experience:
Bachelor's degree (B.A. or B.S.) from four-year college or university; or
equivalent training, education and experience.

*Regards, *



*Stella Lee*

*Technical Recruiter, Talent Acquisition & Movement*

*Time Warner Cable*

13820 Sunrise Valley Drive

Herndon, VA 20171

703.345.1336 Direct/Voice

704.973.6183 Data (Right Fax)

stella@twcable.com



[image: Clients:Time Warner Cable:TWC Brand Identity:_ 101020
TWC_Additonal_Logo_Libraries:101020_To_Client:101012_TWC_Logo_Library:101012_TWC_Logo_Library_Core:TWC_Logo_Library_Plum:TWC_Logo_Horiz_Plum:TWC_Logo_Horiz_Plum_Screen:TWC_Logo_Horiz_Plum_RGB_72.jpg]



*For information about career opportunities at Time Warner Cable, please
visit 
*timewarnercable.com/careers

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Re: DSO Transfer Failing with "* Access problem trying to get target form definition, retry later..."

[Wangler, Dan]

Sorry for the listing.

 

I went back over connecting settings and found the tcp port of our
target server had been changed.  I reset it and everything is now
working.

 

Dan

 

Dan Wangler, MHS Remedy Support Team

Science Applications International Corporation

MHS Cyberinfrastructure Services (MCiS)

300 Convent St, Ste 1800, San Antonio, TX 78205

210-338-3162 * 972-979-1970 * dan.wangler@timpo.osd.mil



From: Wangler, Dan 
Sent: Monday, November 15, 2010 7:32 AM
To: 'arslist@ARSLIST.ORG'
Cc: Wangler, Dan
Subject: DSO Transfer Failing with "* Access problem trying to get
target form definition, retry later..."

 

Dear List

 

 

On Thursday, our DSO transfers from our production system to our
reporting server started getting errors.  The arsdist.log.default showed
the following error "* Failure during mapping attempt" followed by
Return Code: 2 Cancel, Delete pending item...  I restarted ARServer on
both the source machine and the target machine and the symptoms changed
to the message  "* Access problem trying to get target form definition,
retry later...".  And instead of deleting the  pending request it is now
saving it.

 

Our environment

*   Two Windows Server 2003 running ARServer in a Server Group
running production
*   one in a separate machine used for reporting and Analytics
*   Action Request System(R) Server Version 7.1.00 Patch 009
201003231347
*   MSSQL 2005 server for our database

 

On Wednesday, our primary Server Group server failed with a malloc error
and hung.  We recycle ARServer on the primary server.  It did not look
like the Server Group switched operations to the secondary server.
After the recycle on the primary server, everything looked good.  I
include this because of the close proximity to the time DSO started
failing, although that did not happen for another 30 hours.

 

On Thursday, approximately 19:23 (13:23 CST),we started receiving the
follow on arerror.log: "Distrib : Pending distributed operation for this
entry canceled due to error (ARDSNOTE 3003)".  Ardist.log.default
reported 

 

Processing item number 0  (Thu Nov 11 2010 19:23:34.7030)

Pending type  -- 1

Source Form -- HPD:Help Desk

Source ID -- MHSINC000538466

Pending Other -- 

  -m "MHS:BMCA:DSO Transfer from HPD:Help Desk to
Analytics Server" -s "HPD:Help Desk" -x "MHSARMETRICS"

Get source structure

Using EXISTING cache definition for HPD:Help Desk (MHSAR)

Have source structure details, get entry

Have entry details, get mapping

   Filter-specified mapping -- MHS:BMCA:DSO Transfer from
HPD:Help Desk to Analytics Server

   Filter-specified to form -- HPD:Help Desk

   Filter-specified to server -- MHSARMETRICS

Mapping name  -- MHS:BMCA:DSO Transfer from HPD:Help Desk to
Analytics Server

Target form -- HPD:Help Desk

Target server -- MHSARMETRICS

Get target structure

Using EXISTING cache definition for HPD:Help Desk
(MHSARMETRICS)

Perform mapping

* Failure during mapping attempt

--> To stage: 7 (of 8)   Return Code: 2CANCEL

Delete pending item - 00012364566

 

And continued until we recycled ARServer on the primary Server Group
server (source) and the reporting server (target).

 

Then, ardist.log.default started with

 Get a list of items to process  (Sat Nov 13 2010 03:37:29.3120)

HandleDSOs: lastEntryId = 

GetDefaultPendingList: lastEntryId = 

GetDefaultPendingList: Error resetting lastEntryId.

1 new item(s) found

 Processing item number 0  (Sat Nov 13 2010 03:37:29.3120)

Pending type  -- 1

Source Form -- HPD:Help Desk

Source ID -- MHSINC000524195

Pending Other -- 

  -m "MHS:BMCA:DSO Transfer from HPD:Help Desk to
Analytics Server" -s "HPD:Help Desk" -x "MHSARMETRICS"

Get source structure

Using NEW cache definition for HPD:Help Desk (MHSAR)

Have source structure details, get entry

Have entry details, get mapping

   Filter-specified mapping -- MHS:BMCA:DSO Transfer from
HPD:Help Desk to Analytics Server

   Filter-specified to form -- HPD:Help Desk

   Filter-specified to server -- MHSARMETRICS

Mapping name  -- MHS:BMCA:DSO Transfer from HPD:Help Desk to
Analytics Server

Target form -- HPD:Help Desk

Target server -- MHSARMETRICS

Get target structure

* Access problem trying to get target form definition, retry
later...

Sleeping for 24:01 minutes

 

It is no longer deleting the pending records but it still having issues
with the target form definition.

 

I have checked definitions and everything seem to be correct and
unchanged.

 

Has anyone seen this issue with DSO before?  Any help with this would be
appreciated.  Currently, we are no pushing records to our reporting
server.

 

Thanks

 

Dan W

DSO Transfer Failing with "* Access problem trying to get target form definition, retry later..."

[Wangler, Dan]

Dear List

 

 

On Thursday, our DSO transfers from our production system to our
reporting server started getting errors.  The arsdist.log.default showed
the following error "* Failure during mapping attempt" followed by
Return Code: 2 Cancel, Delete pending item...  I restarted ARServer on
both the source machine and the target machine and the symptoms changed
to the message  "* Access problem trying to get target form definition,
retry later...".  And instead of deleting the  pending request it is now
saving it.

 

Our environment

*   Two Windows Server 2003 running ARServer in a Server Group
running production
*   one in a separate machine used for reporting and Analytics
*   Action Request System(R) Server Version 7.1.00 Patch 009
201003231347
*   MSSQL 2005 server for our database

 

On Wednesday, our primary Server Group server failed with a malloc error
and hung.  We recycle ARServer on the primary server.  It did not look
like the Server Group switched operations to the secondary server.
After the recycle on the primary server, everything looked good.  I
include this because of the close proximity to the time DSO started
failing, although that did not happen for another 30 hours.

 

On Thursday, approximately 19:23 (13:23 CST),we started receiving the
follow on arerror.log: "Distrib : Pending distributed operation for this
entry canceled due to error (ARDSNOTE 3003)".  Ardist.log.default
reported 

 

Processing item number 0  (Thu Nov 11 2010 19:23:34.7030)

Pending type  -- 1

Source Form -- HPD:Help Desk

Source ID -- MHSINC000538466

Pending Other -- 

  -m "MHS:BMCA:DSO Transfer from HPD:Help Desk to
Analytics Server" -s "HPD:Help Desk" -x "MHSARMETRICS"

Get source structure

Using EXISTING cache definition for HPD:Help Desk (MHSAR)

Have source structure details, get entry

Have entry details, get mapping

   Filter-specified mapping -- MHS:BMCA:DSO Transfer from
HPD:Help Desk to Analytics Server

   Filter-specified to form -- HPD:Help Desk

   Filter-specified to server -- MHSARMETRICS

Mapping name  -- MHS:BMCA:DSO Transfer from HPD:Help Desk to
Analytics Server

Target form -- HPD:Help Desk

Target server -- MHSARMETRICS

Get target structure

Using EXISTING cache definition for HPD:Help Desk
(MHSARMETRICS)

Perform mapping

* Failure during mapping attempt

--> To stage: 7 (of 8)   Return Code: 2CANCEL

Delete pending item - 00012364566

 

And continued until we recycled ARServer on the primary Server Group
server (source) and the reporting server (target).

 

Then, ardist.log.default started with

 Get a list of items to process  (Sat Nov 13 2010 03:37:29.3120)

HandleDSOs: lastEntryId = 

GetDefaultPendingList: lastEntryId = 

GetDefaultPendingList: Error resetting lastEntryId.

1 new item(s) found

 Processing item number 0  (Sat Nov 13 2010 03:37:29.3120)

Pending type  -- 1

Source Form -- HPD:Help Desk

Source ID -- MHSINC000524195

Pending Other -- 

  -m "MHS:BMCA:DSO Transfer from HPD:Help Desk to
Analytics Server" -s "HPD:Help Desk" -x "MHSARMETRICS"

Get source structure

Using NEW cache definition for HPD:Help Desk (MHSAR)

Have source structure details, get entry

Have entry details, get mapping

   Filter-specified mapping -- MHS:BMCA:DSO Transfer from
HPD:Help Desk to Analytics Server

   Filter-specified to form -- HPD:Help Desk

   Filter-specified to server -- MHSARMETRICS

Mapping name  -- MHS:BMCA:DSO Transfer from HPD:Help Desk to
Analytics Server

Target form -- HPD:Help Desk

Target server -- MHSARMETRICS

Get target structure

* Access problem trying to get target form definition, retry
later...

Sleeping for 24:01 minutes

 

It is no longer deleting the pending records but it still having issues
with the target form definition.

 

I have checked definitions and everything seem to be correct and
unchanged.

 

Has anyone seen this issue with DSO before?  Any help with this would be
appreciated.  Currently, we are no pushing records to our reporting
server.

 

Thanks

 

Dan Wangler, MHS Remedy Support Team

Science Applications International Corporation

MHS Cyberinfrastructure Services (MCiS)

300 Convent St, Ste 1800, San Antonio, TX 78205

210-338-3162 * 972-979-1970 * dan.wangler@timpo.osd.mil

 


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Re: Missing Email Attachments (Incoming Digitally Signed Email)

[Wangler, Dan]

Mark

 

I think we had a similar issue.  If the email is digitally signed, there
should be multiple attachments.  The first one would be the smine.p7m.
This is the one that the Email Engine strips off and puts in the AR
System Email Attachments form.  But there are the other attachments.

 

Open the AR System Email Messages form and find the incoming email that
was signed.  Set the Display Advanced Options  to "Yes" and then click
on the Advanced Options tab and then on the Attachment Alternatives tab.
Look for the entry with the Attach Label of "Email".  This attachment is
your entire email complete with attachments that came with it into the
AR system.  You can set up filter to move this attachment wherever you
want to so you can open it and the attachments that accompanied it.

 

Regards

Dan

 

Dan Wangler, MHS Remedy Support Team

Science Applications International Corporation



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mark Latta
Sent: Wednesday, July 14, 2010 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Missing Email Attachments (Incoming Digitally Signed Email)

 

ARS 7.0.01 Patch 5

Email Engine Patch 5

Microsoft Server 2003

Incoming Email MAPI

 

All,

 

Remedy seems to lose attachments from incoming email messages that are
digitally signed.  It only sees a smime.p7m attachment.  I have verified
through Outlook that additional attachments exist.  Whether there are
additional attachments or not, all digitally signed messages show up in
Remedy with a smime.p7m attachment.  The message body shows a "<<...>>"
for each attachment that is missing.

 

Does anyone know how to fix this problem?  Any help is greatly
appreciated.

 

Thanks,

 

Mark

 



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Re: {Remedy ARS} DSO

[Wangler, Dan]

Thanks

I have been disabling workflow in the same way.  I have through about adding 
the two fields.  I still may end up doing it if we get a lot of calls about the 
last modify by fields not showing the correct thing.

Dan

Dan Wangler, SAIC; MHS Remedy Support Team
Tri-Service Infrastructure Management Program Office (TIMPO)
300 Convent St, Suite 1800; San Antonio, Texas, 78205
Phone: 210-338-3162; Email: dan.wangler@timpo.osd.mil
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of patchsk
Sent: Tuesday, May 18, 2010 12:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: {Remedy ARS} DSO

We have a similar DSO setup for the reporting box.
Only difference is other than the forms we do not store any workflows
in reporting server also we do not use it as a hotbackup.
But may be the following could be helpful for u r questions as there
is no out of the box configuration that I know of.
1. We created two custom field 'xLastModifiedBy' and
'xLastModifiedDate', and wrote one set fields filter on Submit/Modify
If $USER$ != "Distributed Server"
Set $USER$ and $TIMESTAMP$ to above fields.
We added all the forms in our system to this filter, so no need to
write one filter per form. Just make sure the above field ids are same
in all the forms.
2. Probably you could just write one filter and attach all the forms
to it. This filter would fire on 0 order and if $USER$ = "Distributed
Server" skips to 999 filter.

On May 17, 7:50 am, "Wangler, Dan" 
wrote:
> Dear List
>
> We are trying to implement a database replication by using DSO.  We have
> a duplicate, parallel system to our production that is used for
> Analytics/reporting.  We have setup DSO to push changes, as they occur,
> from the production (source) server to the parallel (target) server.
> Our thoughts were to use the target server both for reporting and as a
> hot backup.  We have all workflow and escalations  turned on but are
> sending transaction to the target server as Data Only.  I wanted to
> check to see if anyone is doing this, using DSO to push to a reporting,
> and to solicit comments about this approach.
>
> I see one important issue.  When a record is created or modified on the
> source server, the record always says it was modified last by
> "Distributed Server".  This is probably because DSO pushes the
> transaction to the target server and returns a "Successful" transfer
> back to the source server.  Is there anyway to retain the "real" last
> modified by and last Modified Date?  While the information on the target
> server is correct, it is confusing to the user on the source server.  In
> addition, while DSO is updating fields with the successful status,
> another user could have open the form and get the message saying the
> ticket had already been updated by someone else since the user opened
> it.  Is there someway to prevent this from happening?
>
> Another issue we see is that as information is pushed from the source
> server to the target server, filters are driven on the target server.
> In some cases, modifications on one form causes an update to a different
> form and could lead to permissions issues.  Is there someway to stop
> this without adding to the filter qualification "USER' != "Distributed
> Server"?  One way, I can think of, is placing the target server in Admin
> Only mode.  Would the DSO creates and updates take place in Admin Only?
>
> Any comments or suggestions would be greatly appreciated.
>
> Regards
>
> Dan
>
> Dan Wangler, SAIC; MHS Remedy Support Team
>
> Tri-Service Infrastructure Management Program Office (TIMPO)
>
> 300 Convent St, Suite 1800; San Antonio, Texas, 78205
>
> Phone: 210-338-3162; Email: dan.wangler@timpo.osd.mil
>
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Re: DSO

[Wangler, Dan]

William

 

Primarily for redundancy.

 

A couple of months ago, we had DB replication turn on for our  failover
environment.  We had a catastrophic situation when an old DB was loaded
on top of our production DB.  Because DB replication as turned on, the
target DB was corrupted as quickly as the source.  Our backups proved to
be corrupted.   We ended up losing a substantial amount of data.  We
still use DB replication for our failover but wanted to go to a hot
backup as well.  This way, if we had the same issues as before and the
backups fail again, we would have the reporting server to fall back on.

 

Dan

 

Dan Wangler, SAIC; MHS Remedy Support Team

Tri-Service Infrastructure Management Program Office (TIMPO)

300 Convent St, Suite 1800; San Antonio, Texas, 78205

Phone: 210-338-3162; Email: dan.wangler@timpo.osd.mil



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of William Abdo
Sent: Monday, May 17, 2010 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: DSO

 

I have a simple  question Dan,

I am not being critical here either I just was wondering:

Why did you not go with mirroring of the DB solution? 

 

 

Respectfully,

 

William Abdo

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Wangler, Dan
Sent: Monday, May 17, 2010 10:51 AM
To: arslist@ARSLIST.ORG
Subject: DSO

 

** 

Dear List

 

We are trying to implement a database replication by using DSO.  We have
a duplicate, parallel system to our production that is used for
Analytics/reporting.  We have setup DSO to push changes, as they occur,
from the production (source) server to the parallel (target) server.
Our thoughts were to use the target server both for reporting and as a
hot backup.  We have all workflow and escalations  turned on but are
sending transaction to the target server as Data Only.  I wanted to
check to see if anyone is doing this, using DSO to push to a reporting,
and to solicit comments about this approach.

 

I see one important issue.  When a record is created or modified on the
source server, the record always says it was modified last by
"Distributed Server".  This is probably because DSO pushes the
transaction to the target server and returns a "Successful" transfer
back to the source server.  Is there anyway to retain the "real" last
modified by and last Modified Date?  While the information on the target
server is correct, it is confusing to the user on the source server.  In
addition, while DSO is updating fields with the successful status,
another user could have open the form and get the message saying the
ticket had already been updated by someone else since the user opened
it.  Is there someway to prevent this from happening?

 

Another issue we see is that as information is pushed from the source
server to the target server, filters are driven on the target server.
In some cases, modifications on one form causes an update to a different
form and could lead to permissions issues.  Is there someway to stop
this without adding to the filter qualification "USER' != "Distributed
Server"?  One way, I can think of, is placing the target server in Admin
Only mode.  Would the DSO creates and updates take place in Admin Only?

 

Any comments or suggestions would be greatly appreciated.

 

Regards

Dan

 

Dan Wangler, SAIC; MHS Remedy Support Team

Tri-Service Infrastructure Management Program Office (TIMPO)

300 Convent St, Suite 1800; San Antonio, Texas, 78205

Phone: 210-338-3162; Email: dan.wangler@timpo.osd.mil

 

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DSO

[Wangler, Dan]

Dear List

 

We are trying to implement a database replication by using DSO.  We have
a duplicate, parallel system to our production that is used for
Analytics/reporting.  We have setup DSO to push changes, as they occur,
from the production (source) server to the parallel (target) server.
Our thoughts were to use the target server both for reporting and as a
hot backup.  We have all workflow and escalations  turned on but are
sending transaction to the target server as Data Only.  I wanted to
check to see if anyone is doing this, using DSO to push to a reporting,
and to solicit comments about this approach.

 

I see one important issue.  When a record is created or modified on the
source server, the record always says it was modified last by
"Distributed Server".  This is probably because DSO pushes the
transaction to the target server and returns a "Successful" transfer
back to the source server.  Is there anyway to retain the "real" last
modified by and last Modified Date?  While the information on the target
server is correct, it is confusing to the user on the source server.  In
addition, while DSO is updating fields with the successful status,
another user could have open the form and get the message saying the
ticket had already been updated by someone else since the user opened
it.  Is there someway to prevent this from happening?

 

Another issue we see is that as information is pushed from the source
server to the target server, filters are driven on the target server.
In some cases, modifications on one form causes an update to a different
form and could lead to permissions issues.  Is there someway to stop
this without adding to the filter qualification "USER' != "Distributed
Server"?  One way, I can think of, is placing the target server in Admin
Only mode.  Would the DSO creates and updates take place in Admin Only?

 

Any comments or suggestions would be greatly appreciated.

 

Regards

Dan

 

Dan Wangler, SAIC; MHS Remedy Support Team

Tri-Service Infrastructure Management Program Office (TIMPO)

300 Convent St, Suite 1800; San Antonio, Texas, 78205

Phone: 210-338-3162; Email: dan.wangler@timpo.osd.mil

 


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Re: WARNING - POSSIBLE FRAUD

[Dan Wangler]

Thanks, Waren.

I have been getting the same telephone calls.

Dan Wangler






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PeopleSoft Purchasing to Remedy 6.3 AM Module

[Dan]

Has anyone out there successfully integrated People Soft Purchasing to
Remedy 6.3 AM Module?  I am looking for a relatively simple way to connect
the 2 systems so when an asset is received thru PS an asset record is sent
to Remedy Asset Manager automatically.  Surely we aren't the first.

 

Thanks in advance, Dan


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Re: OT - Junior Remedy Developer - Washington DC

[Wangler, Dan]

I am going to jump in on this.

 

The reply to Joshua Kitchen's listing was not intended for this list.
This was intended to be a forwarded to a personal friend I had just had
the salary conversation with.  My apologies if this offended anyone.  I
guess if I knew how to use Outlook and knew the differences between
Reply and Forward, I would have one of the high paying jobs.

 

Dan

 

Dan Wangler, 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire
Sent: Friday, March 12, 2010 9:53 AM
To: arslist@ARSLIST.ORG
Subject: OT - Junior Remedy Developer - Washington DC

 

(Disclaimer) It is Friday and I am cranky!  People need to stop bashing
and attacking the people who post jobs here.  I am not looking for a job
now, but I would appreciate their posts if I was

 

I would think that for those looking for work, something is better than
nothing.  It is a Junior position.  They provide options for those
without a degree.  What more can you ask for?  Sure more money, but at
least it is a job here in the US and not going offshore somewhere!

 

If you don't like the offer, ignore it or write the poster privately.

 

>From past experience, people who are looking for employees or are
recruiting for employers have long memories and they will remember the
negative remarks a lot longer than they will the positive remarks.  

 

Good luck in your job search!  

 

I will crawl back into my hole now!

 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Dan Wangler
Sent: Thursday, March 11, 2010 4:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Junior Remedy Developer - Washingotn DC

** 

Mano

 

See.  Some people don't want to pay much for ARS developers.

 

DAn

 

Dan Wangler

da...@swbell.com

972-979-1970 (Cell)

http://www.linkedin.com/in/danwangler
<http://www.linkedin.com/in/danwangler> 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kitchen, Joshua
Sent: Wednesday, March 10, 2010 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Junior Remedy Developer - Washingotn DC

 

** 

Will process for a secret clearance

 

Only need 1 year of experience and a bachelor's degree

Permanent Job with Kforce

 

1 Year of Exp and Bachelors Degree - 55-65K

6 Years of Exp w/o Bachelors Degree - 55-65K

6+ Years of Exp with or w/o Bachelors Degree - 75K MAX

 

Respectfully,

Joshua Kitchen
Senior Recruiter  |  Kforce Federal 
Direct :  937.449.1749| Fax: 937.461.6888 | jkitc...@kforce.com
<mailto:jkitc...@kforce.com>  | www.govtrecruiter.com
<http://www.govtrecruiter.com>  
Great People = Great Results

Confidentiality Notice: This e-mail message, including any attachments,
is for the sole use of the intended recipient(s) and may contain
confidential and/or privileged information. Any unauthorized review,
use, disclosure or distribution is prohibited. If you are not the
intended recipient, please contact the sender by reply e-mail and
destroy all copies of the original.

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Re: Junior Remedy Developer - Washingotn DC

[Dan Wangler]

Mano

 

See.  Some people don't want to pay much for ARS developers.

 

DAn

 

Dan Wangler

da...@swbell.com

972-979-1970 (Cell)

 <http://www.linkedin.com/in/danwangler>
http://www.linkedin.com/in/danwangler

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kitchen, Joshua
Sent: Wednesday, March 10, 2010 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Junior Remedy Developer - Washingotn DC

 

** 

Will process for a secret clearance

 

Only need 1 year of experience and a bachelor's degree

Permanent Job with Kforce

 

1 Year of Exp and Bachelors Degree - 55-65K

6 Years of Exp w/o Bachelors Degree - 55-65K

6+ Years of Exp with or w/o Bachelors Degree - 75K MAX

 

Respectfully,

Joshua Kitchen
Senior Recruiter  |  Kforce Federal 
Direct :  937.449.1749| Fax: 937.461.6888 |  <mailto:jkitc...@kforce.com>
jkitc...@kforce.com |  <http://www.govtrecruiter.com> www.govtrecruiter.com 
Great People = Great Results

Confidentiality Notice: This e-mail message, including any attachments, is
for the sole use of the intended recipient(s) and may contain confidential
and/or privileged information. Any unauthorized review, use, disclosure or
distribution is prohibited. If you are not the intended recipient, please
contact the sender by reply e-mail and destroy all copies of the original.

 

 

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Re: Missing Queries

[Wangler, Dan]

The list of servers are the same on both our Midtiers, same name and
same order.

 

However, none of our Searches Preferences entries have a specific server
name.  They all have our load balancer name.

 

All our Searches Preferences entries reference the load balancer name,
including my own which is working.

 

Dan Wangler, SAIC; MHS Remedy Support Team



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of James Chafin
Sent: Thursday, January 28, 2010 8:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Missing Queries

 

Each of our mid-tier servers had to have the same server list in the
same order since we also use load balance 
Check the persons record in AR System Search Preferences and compare to
yours, the server should be the ARS name and not the load balance name
Our Mid-tier is on 7.1
HTH

Sent from my Verizon Wireless BlackBerry



From: "Wangler, Dan"  

Date: Thu, 28 Jan 2010 08:03:37 -0600

To: 

Subject: Re: Missing Queries

 

We are running MidTier in a load balanced configuration. The searches
preferences form reflects our load balancer name.  I personally have
logged on to each of my MidTiers (through the IP address) and have
always been able to see my searches.  I have also check in the User
Preferences for the customer.  One has no Home Page specified.  Again,
this is consistent with my preferences and mine is working.

 

Dan

 

Dan Wangler, SAIC; MHS Remedy Support Team



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of James Chafin
Sent: Thursday, January 28, 2010 7:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Missing Queries

 

We had the same issue when we change our Mid-Tier registered server
name. Since it was a new name we had to update the server name in AR
System Search Preferences to equal the first server name in the list

Sent from my Verizon Wireless BlackBerry



From: "Wangler, Dan"  

Date: Thu, 28 Jan 2010 06:44:24 -0600

To: 

Subject: Missing Queries

 

Dear List

 

I have a couple of customers complaining when they save their queries on
MidTier that they can see the queries until they shut down their
browsers.  They are using MS Internet Explorer Release 6.  When they
reopen the browser, their saved queries are gone.  They can see the
"Searches" option on the action bar.  When they click on it, they get a
list of additional options like Run My Searches, Run Recent, etc., but,
when they expand any of the options, nothing appears.  I have verified
that their queries are in the AR System Searches Preference form.  Some
are tagged Recent; others are tagged User-Defined; none are set to
Disable.  I have had the customers flush there browser cache and restart
the browser.  But, again, no queries.  Has anyone seen this phenomenon
before and can anyone suggest a resolution?  We are running ARS 7.1
Patch 7 and ITSM 7.0.  We are a windows shop running MSSQL on a windows
server.  Any suggestion would be appreciated.

 

Thanks

 

Dan Wangler, SAIC; MHS Remedy Support Team

 

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Re: Missing Queries

[Wangler, Dan]

We are running MidTier in a load balanced configuration. The searches
preferences form reflects our load balancer name.  I personally have
logged on to each of my MidTiers (through the IP address) and have
always been able to see my searches.  I have also check in the User
Preferences for the customer.  One has no Home Page specified.  Again,
this is consistent with my preferences and mine is working.

 

Dan

 

Dan Wangler, SAIC; MHS Remedy Support Team



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of James Chafin
Sent: Thursday, January 28, 2010 7:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Missing Queries

 

We had the same issue when we change our Mid-Tier registered server
name. Since it was a new name we had to update the server name in AR
System Search Preferences to equal the first server name in the list

Sent from my Verizon Wireless BlackBerry



From: "Wangler, Dan"  

Date: Thu, 28 Jan 2010 06:44:24 -0600

To: 

Subject: Missing Queries

 

Dear List

 

I have a couple of customers complaining when they save their queries on
MidTier that they can see the queries until they shut down their
browsers.  They are using MS Internet Explorer Release 6.  When they
reopen the browser, their saved queries are gone.  They can see the
"Searches" option on the action bar.  When they click on it, they get a
list of additional options like Run My Searches, Run Recent, etc., but,
when they expand any of the options, nothing appears.  I have verified
that their queries are in the AR System Searches Preference form.  Some
are tagged Recent; others are tagged User-Defined; none are set to
Disable.  I have had the customers flush there browser cache and restart
the browser.  But, again, no queries.  Has anyone seen this phenomenon
before and can anyone suggest a resolution?  We are running ARS 7.1
Patch 7 and ITSM 7.0.  We are a windows shop running MSSQL on a windows
server.  Any suggestion would be appreciated.

 

Thanks

 

Dan Wangler, SAIC; MHS Remedy Support Team

 

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Missing Queries

[Wangler, Dan]

Dear List

 

I have a couple of customers complaining when they save their queries on
MidTier that they can see the queries until they shut down their
browsers.  They are using MS Internet Explorer Release 6.  When they
reopen the browser, their saved queries are gone.  They can see the
"Searches" option on the action bar.  When they click on it, they get a
list of additional options like Run My Searches, Run Recent, etc., but,
when they expand any of the options, nothing appears.  I have verified
that their queries are in the AR System Searches Preference form.  Some
are tagged Recent; others are tagged User-Defined; none are set to
Disable.  I have had the customers flush there browser cache and restart
the browser.  But, again, no queries.  Has anyone seen this phenomenon
before and can anyone suggest a resolution?  We are running ARS 7.1
Patch 7 and ITSM 7.0.  We are a windows shop running MSSQL on a windows
server.  Any suggestion would be appreciated.

 

Thanks

 

Dan Wangler, SAIC; MHS Remedy Support Team

 


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Re: Subscribing to ARSLIST

[Wangler, Dan]

Dwayne

 

You can do a Google search for ARSLIST.

 

The first entry is entitled "Archives of arslist@arslist.org"

 

Open it.  There is a link for subscribing to the list.

 

Dan

 

Dan Wangler, SAIC

MHS Remedy Support Team

Phone: 210-388-3162

Email: dan.wangler@timpo.osd.mil



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martin, Robert
Sent: Thursday, October 01, 2009 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Subscribing to ARSLIST

 

Thanks, Frederick!

 

I also got an off-line reply from Brad Benedict (sorry if I am using
your name without permission) directing me to:

http://listserv.rbugs.com/cgi-bin/wa.exe?SUBED1=arslist&A=1.

 

But how would a new Remedy administrator know to do either of these?

 

Dwayne

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Thursday, October 01, 2009 1:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Subscribing to ARSLIST

 

** 

I still do the god old fashioned method of sending an email to the list
server

 

To:lists...@listserv.rbugs.com

Subject:List Command

Body:SUBSCRIBE ARSLIST Joe H. Smith

 

(of course replacing Joe H. Smith with the real name)

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martin, Robert
Sent: Thursday, October 01, 2009 11:58 AM
To: arslist@ARSLIST.ORG
Subject: Subscribing to ARSLIST

 

** 

Dear List,

 

I am trying to help a new user subscribe to ARSLIST.  I once found
instructions on the BMC Support website, but now I can't find them
again.

 

I went to the archives and "Subscriber's Corner" and selected "Show: All
Lists," but it didn't bring up ARSLIST.

 

I appreciate BMC's desire to not "own" ARSLIST, but it seems that
letting people know about its existence would not be going too far.

 

Dwayne Martin

James Madison University

 

 

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Three (more) reasons to attend WWRUG

[Dan Turchin]

All,
 
As long-time fans and supporters of Remedy and the ARSList, we're
looking forward to WWRUG in Vegas. Dan, Joel, Phil, and Lenny have done
an excellent job organizing the conference. We're happy to be sponsoring
not just because it helps Aeroprise but because we're proud to give back
to the community that has done so much for us. With that said, it has
come to our attention that many of you are fashionably late registering.
 
I realize if you're on this list you're probably either attending,
lobbying to attend, or disappointed having tried. So this may fall on
deaf ears but consider it an appeal just the same. To help get you (or
management) over the edge, here are three reasons to attend WWRUG (none
of which must stay in Vegas - perhaps three of those in a separate
email):
 
1. Five days that will advance your career years - just ask anyone who
has attended past RUGs.
2. There's no better way to build internal support for Remedy - the
ideas and relationships you'll walk away with are priceless.
3. The keynote speaker will wear a Hawaiian shirt and hiking boots -
need I say more?
 
The Remedy developer community has been vibrant, supportive, and quirky
through so much for so many years. For all of our benefit, do your best
to attend and let's keep it that way for many years to come.
 
Hope to see you there!
 
-dan
 
CEO, Aeroprise, Inc.
d...@aeroprise.com
(650)404-1188 x105

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Re: Database Compatibility Issue

[Dan Fraser]

We stopped ARServer and then installed the ASM component then converted the db 
to v 10 I did not re-install ARS

"patrick zandi"  wrote in message news: 
<1355f7dd0907281017l28e9b680mebef2ee5ae666...@mail.gmail.com>...

> Off the Cuff:

> Oracle install upgrade requires a different installation for 10 verses 9..

> Client side and build.

> Did you reinstall ARS on top of ARS after it?

> Or may I ask how you did the oracle upgrade.. What did you do to ARS 

> during the process..

>

> On Tue, Jul 28, 2009 at 1:07 PM, Dan Fraser 
> wrote:

>

> > ** My Remedy 6.03 P25 database has been updated from Oracle version

> > 9.2.0.7 to 10.2.0.4, and the storage has been migrated to ASM.

> >

> > Now any time I try to modify a form I get a time-out error from 

> > Remedy and the only way I can save the change is to re-start the 

> > Remedy service. Has anyone else seen this problem ?

> >

> > Thanks in advance, Dan

> >

> >

> > Dan Fraser

> >

> > Remedy System Administrator

> >

> > Centene Corporation

> >

> > 7711 Carondelet Ave

> >

> > St Louis MO 63105

> >

> > Office 314 725-4477 Ext 25273

> > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the 

> > Answers Are"_

>

>

>

>

> --

> Patrick Zandi

>

> __

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>

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Database Compatibility Issue

[Dan Fraser]

My Remedy 6.03 P25 database has been updated from Oracle version 9.2.0.7 to 
10.2.0.4, and the storage has been migrated to ASM.

Now any time I try to modify a form I get a time-out error from Remedy and the 
only way I can  save the change is to re-start the Remedy service.  Has anyone 
else seen this problem ?

Thanks in advance, Dan

Dan Fraser

Remedy System Administrator

Centene Corporation

7711 Carondelet Ave

St Louis MO 63105

Office 314 725-4477 Ext 25273

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Re: ARS and non-MS Office product

[Dan Wangler]

Are you just trying to send and receive email?  Firebird is a pop3 email
receiver.  You can create an account on the same server where Firebird is
pulling the information.  Set up the Email engine for POP3 and set it up to
access that new account.  This is the way I am using it and it works great.

 

Regards

Dan

 

Dan Wangler

da...@swbell.com

972-979-1970 (Cell)

 <http://www.linkedin.com/in/danwangler>
http://www.linkedin.com/in/danwangler

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Matt Reinfeldt
Sent: Thursday, May 07, 2009 7:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS and non-MS Office product

 

** 

Irina,

 

It would help to know what exactly you are hoping to achieve with the
integration.  That way, people might have other solutions to offer as well.

 

Thanks,

 

Matt R.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of irina solarcuka
Sent: Thursday, May 07, 2009 6:09 AM
To: arslist@ARSLIST.ORG
Subject: ARS and non-MS Office product

 

** 

Hi, 

Does anybody know what to do to have the Remedy ARS working with Firebird ,
OpenOffice? 

Irina

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Re: japanese characters and showing

[Dan Wangler]

Sounds like you need the Language Pack on the workstation running the User
Tool.  We were using Oracle and found this to be true.  Also, exporting and
importing Japanese data, whi, le using the import tool, also needs the
Japanese Language pack.  It probably is already loaded  Go to the Control
Panel, under Regional or Language Options to activate it.

 

Dan 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Timothy Rondeau
Sent: Friday, March 27, 2009 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: japanese characters and showing

 

** 

I am wondering if we need to load the Japanese language pack on the OS of
the db/app server?  So sql jobs pulling in data and emails that come into
the system show Japanese.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Friday, March 27, 2009 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: japanese characters and showing

 

UT is not unicode enabled, but you could use localized language-specific
versions of it to display text in that language. Of course the MT is going
to be less hassle than that. 

Rick

Sent from my Verizon Wireless BlackBerry

  _  

From: Timothy Rondeau 
Date: Fri, 27 Mar 2009 09:38:58 -0400
To: 
Subject: japanese characters and showing

Hi,

 

Basically we are running 7.0.1 unicode, SQL 2005 Windows 2003.  Using the
web Japanese characters show up fine and able to enter with out issue.
Using the client I get ?? marks, anyone know what I am missing on the client
side.

 

I also did a new install of 7.1 to test client and still ?? on client, but
web works like a charm.

 

Any info would be great.

 

Thanks

 

Tim

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Anyone using the Remedy C-API on windows?

[Dan Bikle]

People,

Are you currently writing any C programs on windows which make C-API
calls to Remedy?

If yes, how do you describe your development environment?

My eventual goal is to use Ruby scripts to connect to Remedy.

I see this as a 3 step process:
  - Learn how to write C programs on windows
  - Learn how to link my windows-C-programs with the Remedy C-API
  - Learn how to link my windows-C-programs with the Ruby C-API

Currently, though, I want to focus on learning about making C-API
calls on windows.

Are you currently writing any C programs on windows which make C-API
calls to Remedy?

If yes, how do you describe your development environment?

Are you using Microsoft Visual Studio?

Are you using any opensource or 3rd party development tools?

I did a search of ARSLIST@ARSLIST.ORG and found some useful
information about obtaining windows dll files:
  - http://listserv.rbugs.com/cgi-bin/wa.exe?S1=arslist

Thanks,

--Dan

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Re: ANNOUNCING: The World Wide Remedy User Group and Exposition - Fall 2009

[Dan Wangler]

Great news, Dan

 

Hope to see you there.

 

Dan

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Daniel Bloom
Sent: Friday, March 06, 2009 6:21 AM
To: arslist@ARSLIST.ORG
Subject: ANNOUNCING: The World Wide Remedy User Group and Exposition - Fall
2009

 

** 

Daniel Bloom, Lenny Warren and a small committee of friends announce plans
to hold a 

Remedy centric, classic-style, User Group Conference in November 2009.

This technical-related event is for I.T. professionals who administer,
design, develop and maintain applications within the BMC Remedy Action
Request System. 

 

v  Training seminars: BMC Software out-of-the-box applications and ARSystem
7.5.X and the new Developer Studio

v  User Experiences: Custom applications, 3rd party Products, design,
development and maintain. What worked, what didn't and why

v  Birds-Of-A-Feather: Peer-to-peer sharing about spontaneous topics

v  Vendor Expo: Discover add-ons, enhancements and extensions

v  The  Annual ARSlist MVP Awards

 

WWRUG2009 begins Monday evening with sign-in and social gathering and ends
Friday morning with a repeat of the favorite sessions. 

Training Seminars and User Presentations will be scheduled throughout the
Conference

 

Location: Las Vegas (proposed)

 

Cost: US$1,000.00 early sign-up. US$1,200 after the (to be announced)
cut-off

Conference fees will include all Training sessions, User presentations, THE
Celebration and an Evening with (Non-)Engineering 

 

Date: November 9th -13 

(Deftly missing Halloween, CA and US Thanksgiving, US Election day, 

during Remembrance/Veterans Day which will not be forgotten).

 

November is right around the corner, so start planning

For more information:

Attendance: 

Lenny Warren<mailto:rmisoluti...@verizon.com>
rmisoluti...@verizon.com

 

Presenters: 

Phil Bautista  <mailto:bauti...@bullcreek.com>
bauti...@bullcreek.com

 

Vendor Expo Booth: 

Daniel Bloom <mailto:daniel.bl...@danielbloom.ca>
daniel.bl...@danielbloom.ca

 

Special Events Sponsor: (e.g. The Celebration) 

Joel Sender  <mailto:jdsen...@earthlink.net>
jdsen...@earthlink.net

 

WWRUG2009 Committee:

Daniel Bloom, Daniel Bloom Consulting, Inc.,

Lenny Warren, RMI Solutions

Phil Bautista, Bull Creek Data

Joel Sender, QMX support Services, Inc.

 

 

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Re: LDAP integration in Remedy V6.3

[Dan Fraser]

I need to add the object SID from Active Directory to the LDAP fields 
available in Remedy
- Original Message - 
From: "ccrashh" 

To: "Dan Fraser" 
Sent: Wednesday, February 25, 2009 10:06 AM
Subject: Re: LDAP integration in Remedy V6.3


Not sure what you mean.  I currently use LDAP to integrate with AD,
but am unsure what you are requesting.  What do you mean by "SID"?

On Feb 25, 9:39 am, Dan Fraser  wrote:
I am currently running Remedy V6.3 integrated with Windows Active 
Directory. My question is, how can I add the SID to the fields that are 
presented to the LDAP


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LDAP integration in Remedy V6.3

[Dan Fraser]

I am currently running Remedy V6.3 integrated with Windows Active Directory.  
My question is, how can I add the SID to the fields that are presented to the 
LDAP

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Re: Mid-Tier - Checking the number of characters in a Char field.

[Wangler, Dan]

Rocky

I figured you would reply to this.

Dan

Dan Wangler,   Team Lead,  STARS Group
Phone: 214-567-8304; email: [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>
Client/Server Services, IT Operations
Texas Instruments, Inc.
6500 Chase Oaks Blvd., MS 8401
Plano, Texas, 75023


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rockwell, Rocky
Sent: Friday, October 31, 2008 1:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier - Checking the number of characters in a Char field.

Why use a javascript function, when remedy can do it.

Add a display only integer field and then create an active link to set the 
display integer field to the length of the character field minus the character 
to allow. The field now contains how many character you are over. Then do 
another active link with a runif that checks for greater then 0 and the action 
of the active link pops an error with a message that say it is to big with the 
number of characters in the integer field.



Rocky

Rocky Rockwell
Remedy Application Designer
Wk Phone: 214-567-8874
Cell: 214-663-7229
[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Bala Patel
Sent: Friday, October 31, 2008 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier - Checking the number of characters in a Char field.

All,

ARS 7.1 ARS Server
Mid-Ter 7.01
Tomcat

Does someone know of a way add a  javascipt function into a Mid-Tier Active 
Link or a  Forms Webpage to check the number of characters in a character 
field?  I tried a function that was posted on the list which is not working.  
We have a character field on a form that we only want 50 characters typed into 
it.

Regards,

Bala Patel
Remedy Independent Consultant

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Re: Web Service Error

[Wangler, Dan]

Fred

Again, thanks for the information.

Tried making the change but got the same error.  We are going over the WL logs 
to see if we can find out what it objects to.

Dan Wangler, [EMAIL PROTECTED]

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Wednesday, October 01, 2008 5:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Error

**
Not on WebLogic unfortunately,  we use Apache/Tomcat here.  My first thought 
would be that WebLogic is not handling the & in the URL correctly

Try the following ...
   In soapUI when you have a request up, change the endpoint url (top of the 
screen above the data).
Replace the & character in the url with &

i.e. x&Webservice=  changes to 
x&Webservice=

Fred



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Wangler, Dan
Sent: Wednesday, October 01, 2008 4:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Error
**
Fred

Thanks for the link.  I have downloaded and installed the soupUi.

First indications are pointing to a possible configuration issue on our web 
server (WebLogic Express 8.1.3).  Just before getting the error below, we are 
getting a 500 Internal Server Error.  We are now trying to understand that 
error.

Do you have any experience addressing internal web server errors?

Dan Wangler, [EMAIL PROTECTED]

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Wednesday, October 01, 2008 1:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Error

**
It sounds sounds like you have a mapping difference (character to non character 
field, ...).  Try getting the free soapUI tool ( http://www.soapui.org ) and 
test if it has a problem pulling your data.  That will tell if it is something 
in the service itself or something in your new "Test" form.

Fred


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Wangler, Dan
Sent: Wednesday, October 01, 2008 12:52 PM
To: arslist@ARSLIST.ORG
Subject: Web Service Error
Dear List

We are trying to set up a Web Service on our ARS 7.0.1 Patch 5 system and 
getting errors.

Our AR server is running on Solaris 9 with an Oracle 10 DB.  MidTier 7.0.1 
patch 5 is running under WebLogic Express 8.1.3 on the same server.  We have 
Java 1.4.2_12 install.

We have a home grown helpdesk application.  We want another application to pull 
information from our HD form.  We have setup a Web Service on our  HD form.  We 
have mapped everything; we have created a WSDL.  We can view the WSDL pressing 
the "View" button on the Web Service definition page.  Everything looks good on 
this side.

For testing purposes, we have created a new AR form with a subset of the fields 
that are on our HD form.  We have created a filter to pull information, on 
modify,  through Web Service from our HD app to the new form..

However, when we open the second form and modify an entry, we get the 
following: ARERR [9130] An exception occurred from the WebService class : 
java.lang.IncompatibleClassChangeError; nested exception is: 
java.lang.IncompatibleClassChangeError

Has anyone ever seen this error?  Can anyone offer any suggestions for 
resolving this error.

Thanks
Dan Wangler, [EMAIL PROTECTED]
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