Announcements: Doug Mueller has left BMC, ARSlist will be shutting down on US Thanksgiving, Nov. 28th

[Danny Kellett]

Loved the AR System from the start and always admired what you created 
Doug. Therefore my family and I thank you for enabling me to create a 
career around that. Glad I got to meet you at the RUGS.


To members of the list, I was lucky enough to have it as a resource when 
I started at Remedy Corp in 1999 and while it was still very popular. I 
learned a lot, thank you.


To Dan, Misi and Jason, thank you and well done for making our jobs that 
little bit easier.


All the best, see you on BMC communities.
Regards
Danny
https://www.dannykellett.com
https://www.javasystemsolutions.com

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Re: How to run a job on individual servers?

[Danny Kellett]

Escalation will only run from one AR Server at a time. So workflow on 
it's own might not cut it.
Not quite sure what "Job" is in the subject. But if something has to be 
run on each server then you will need something external like a cron to 
trigger it.


AI typically is run from one server at a time, however you can create a 
job/trans that will query the server group ranking; ar monitor or 
centralised config forms for the server names and connect to them 
directly run something


-- Original Message --
From: "Thomas Miskiewicz" 
To: arslist@arslist.org
Sent: 21/08/2019 11:50:30
Subject: How to run a job on individual servers?


Hi there

we got three servers in the group and would like to collect information on 
every individual server. We did that in the past using a cron job but would 
prefer escalation which can be controlled by workflow. The problem is 
explanations run only on one of the three servers. Any idea how to trigger 
workflow on each individual server?


Thomas
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Re: BMC Remedy Helix - is it really a thing?

[Danny Kellett]

Lol Tauf

> On 23 Jul 2018, at 09:53, Aykut Koray Kuşat  wrote:
> 
> Hi all,
>  
> Btw,  anybody knows what is the difference between Business Workflows and 
> Innovation Suite? Afaik, Innovation Suite is the Service Broker solution of 
> BMC. But thats it, im totally ignorant on these solutions.
>  
> Cheers
>  
> From: ARSList  On Behalf Of Tauf Chowdhury
> Sent: Friday, July 13, 2018 6:04 PM
> To: ARSList 
> Subject: Re: BMC Remedy Helix - is it really a thing?
>  
> Oh yes. Sorry. DWP, how rude of me not to keep up with the &$@!?$ acronyms 
> 
> Sent from my iPhone
> 
> On Jul 13, 2018, at 10:58 AM, Carl Wilson  wrote:
> 
> Yep,
> Renamed a while back to DWP Basic and DWP Advanced. 
>  
> Cheers
> 
> On Fri, 13 Jul 2018, 15:56 Scott Philben via ARSList,  
> wrote:
> 
> Yes. It is containerized in Docker. Whatever that means. And it is supposed 
> to be available on AWS now with Azure and others in the future. 
>  
> Ok. How about a few install instructions. Screenshots? Documentation? 
> Anything at all on their website that’s not from the marketing department. 
>  
> Oh, and myit  has now (in the grand bmc tradition) been renamed to DWP 
> (Digital Work Place). 
>  
>  
> Sent from my iPhone
> 
> On Jul 13, 2018, at 10:45, Tauf Chowdhury  wrote:
> 
> From some of the demos I’ve seen, the front end is basically SmartIt and 
> myit. I think the big changes are with the way it’s deployed and DB options. 
> I work at AWS now and I believe Helix can be installed against Aurora DB, and 
> can also be containerized. Not sure if that’s kubernetes or docker or what. 
> 
> Sent from my iPhone
> 
> On Jul 13, 2018, at 10:40 AM, Jason Miller  wrote:
> 
> Have you seen this post?   
> https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2018/06/16/bmc-helix-what-does-it-mean-for-remedy-itsm-customers
>  
> "BMC Helix is our common brand for the suite of SaaS offerings centered 
> around Remedy, Business Workflows, Digital Workplace, Discovery, Client 
> Management and Innovation Suite."
> 
> 
> Jason
>  
> On Fri, Jul 13, 2018 at 8:02 AM, Scott Philben via ARSList 
>  wrote:
> I am supposed to be looking into this Helix on AWS thing. However, other than 
> a bunch of marketing stuff and youtube commercials, I can’t find hide nor 
> hair of it.
> 
> Does anyone know anything about it? Any documentation at all? Its does not 
> appear in the BMC Support site drop downs, there is really nothing on 
> communities (links back to the marketing page), and when you click on the 
> “Contact BMC Sales” button on the marketing site, the Product Interest menu 
> drop down doesn’t list it either. 
> 
> It was supposed to have been released in… May? It is now July and I can’t 
> find it. 
> 
> Anyone else see it in the wild?
> -- 
> ARSList mailing list
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> https://mailman.rrr.se/cgi/listinfo/arslist
>  
> -- 
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> -- 
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Re: v.9.1.3 upgrade fails

[Danny Kellett]

Did you start more than one upgrade of the AR Server at the same time? I
know this was not supported because each time the installer is run, it
randomly creates the password for this user and therefore the one
already running only knows the previous password.
--
Danny Kellett
dkell...@javasystemsolutions.com



On Wed, Jun 14, 2017, at 04:58 PM, Joel D Sender wrote:
> ** 
> I’ve got a ticket at BMC for this, but I thought the ARSlist might
> have some insight:>  


> I am attempting to upgrade ARS 8.1 to 9.1.3 (or 9.1.2 – same problem).> Both 
> versions complain that the ‘AR System Server Admin’ user fails
> authentication.> I’ve verified that ‘Demo’ and my ID can login to the server 
> with the
> same passwords entered into the upgrade dialog.>  


> BMC support has requested LOG files from the install, but after
> extensively searching the disk, no log files are found.>  


> Anyone bump into this before?


> Thanks,


> *Joel***


> Joel Sender  *   jdsen...@earthlink.net 


>  


> 
>  
> Virus-free. www.avast.com[1]
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_


Links:

  1. 
https://www.avast.com/sig-email?utm_medium=email_source=link_campaign=sig-email_content=emailclient_term=link

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Re: OT: I lost my father last evening..

[Danny Kellett]

Very sad news. Stay strong buddy
Danny

>> On 4/22/2016 9:55 AM, Joe D'Souza wrote:
>> **
>> I have considered many of you as a part of my extended family and have got 
>> to know many of you over the years personally so felt the need to inform 
>> those that know me that I lost my father last evening. He passed away 
>> peacefully and will be missed by those that he left behind, my mom, my 
>> brother and me.. He was a big part of who I am and what I may have become 
>> and I could not have asked anything more from him than what he could have 
>> given me.. Some of my best years of my childhood and my young adult life 
>> were the years I spent with him before I left home for perusing my career 
>> with Remedy..
>>  
>> Please keep him in your prayers..
>>  
>> Joe
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Turn off AREA LDAP Polling?

[Danny Kellett]

I think its AR system Administration Console > General > Server info >
EA Tab > Need to Sync. Set this to 0
 
-- 
Danny Kellett
dkell...@javasystemsolutions.com
 
 
 
On Wed, Mar 16, 2016, at 01:57 PM, Sinclair, Keith wrote:
> **







>
> If I recall correctly, there is a way to tell Remedy to not make
> periodic AD checks every so often with a user’s account that signed
> into Remedy using AREA LDAP but for the life of me, I cannot remember
> how or where it’s done.
>
> Anyone know where the setting is at?
>
> *Keith Sinclair*
> Remedy Development
> ShopperTrak Chicago, USA
> *O* 312.676.8289
> ksincl...@shoppertrak.com | shoppertrak.com
> *Retail Profitability, Improved.*
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
 

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Re: AR Utilities Saga continues

[Danny Kellett]

There's quite the price difference in tools. Would love to see someone do a 
side by side comparison

> On 27 Feb 2016, at 09:33, Support  wrote:
> 
> ** Hello List,
> 
> Maybe an opportunity to look into ARSmarts ;-).
> 
> Kaïs.
> kais.albas...@arsmarts.com
> www.arsmarts.com
> 
>> On 27/02/2016 05:31, Joe D'Souza wrote:
>> **
>> Carl! Long time….
>>  
>> Oh so I would need to find a 6.5 installer to use the older license key 
>> since it was licensed against a 6.5 instance of the AR Utilities if I want 
>> to try using that version?
>>  
>> Joe
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
>> Sent: Friday, February 26, 2016 5:36 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: AR Utilities Saga continues
>>  
>> **
>> What is new in 8.0? The we didn't upgrade because I didn't 
>> think there was anything new. Or maybe it just wan't compelling enough to 
>> upgrade if I had noticed?
>>  
>> On Fri, Feb 26, 2016 at 2:18 PM Carl Wilson  wrote:
>> **
>> Hi Joe,
>> Yes, I have the 8.0 version and it works perfectly.
>> You cannot transfer licenses between version, however as Jason has mentioned 
>> the older version still work against the newer ARS versions but there are 
>> some additional features that are missing.
>>  
>> Cheers.
>>  
>>  
>> Kind Regards,
>>  
>> Carl Wilson
>>  
>>  
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
>> Sent: 25 February 2016 05:04
>> 
>> To: arslist@ARSLIST.ORG
>> Subject: Re: AR Utilities Saga continues
>>  
>> **
>> Does it even work anymore? I had a license key years ago purchased for me 
>> when working for a consulting firm called BearingPoint and applied to one of 
>> my older laptop that I might have lying around somewhere but didn’t bother 
>> to port it on my new hardware assuming it may not be compatible with newer 
>> versions of the AR System.
>>  
>> Would the old key work with the new version of the utilities and the new 
>> versions of ARS?
>>  
>> Joe
>>  
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
>> Sent: Monday, February 22, 2016 10:47 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: AR Utilities Saga continues
>>  
>> Hi Jason,
>>  
>> That is exactly for the help I was hoping to obtain. I was able to find my 
>> valid key on the old workstation and apply to the new.
>>  
>> Thank you.
>>  
>> Mark
>>  
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
>> Sent: Friday, February 19, 2016 4:46 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: AR Utilities Saga continues
>>  
>> **
>> I see my license key in the registry: 
>> HKEY_CURRENT_USER\Software\ARUtilities75
>>  
>> On Fri, Feb 19, 2016 at 11:46 AM Brittain, Mark  
>>   wrote:
>> **
>> Hi All & TGIF
>>  
>> As you may recall I am having issues installing ARUtilities 7.6 on my new 
>> workstation and after a few tries did get it installed. However I cannot 
>> find the license key. I have tried emailing support but I’m guessing they’re 
>> not there anymore. Is there any way to recover the license key from a 
>> machine that was properly licensed? I see there are a few crack programs out 
>> there but hesitate to go there as I have been burned before on such site.
>>  
>> Thanks
>> Mark
>>  
>> Mark Brittain
>> Sr. OSD Systems Engineer
>> ITILv3 Foundation, Continual Service Improvement
>> NaviSite, Inc. – A Time Warner Cable Company
>> mbritt...@navisite.com
>> Office: 315.634.9337
>> Mobile: 315.882.5360
>> 
>>  
>>  
>> 
>> This E-mail and any of its attachments may contain Time Warner Cable 
>> proprietary information, which is privileged, confidential, or subject to 
>> copyright belonging to Time Warner Cable. This E-mail is intended solely for 
>> the use of the individual or entity to which it is addressed. If you are not 
>> the intended recipient of this E-mail, you are hereby notified that any 
>> dissemination, distribution, copying, or action taken in relation to the 
>> contents of and attachments to this E-mail is strictly prohibited and may be 
>> unlawful. If you have received this E-mail in error, please notify the 
>> sender immediately and permanently delete the original and any copy of this 
>> E-mail and any printout.
>> _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_ _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_
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
> _ARSlist: "Where the Answers Are" and 

Re: Reconciliation job not updating the exisitng CI's.

[Danny Kellett]

Hi Abhi

The best thing to do is create one record to play with and enable the recon + 
API + sql log and see why the identification job didn't find it in the dest 
source
Regards
Danny

> On 3 Dec 2015, at 12:58, Abhishek Anand  wrote:
> 
> Hi Experts,
> 
> 
> 
> This is a data load import for  where we are importing delta’s (changes 
> to existing CIs). The data was imported fine but when Reconciliation ran, 
> instead of updating the existing record, it has created new ones even though 
> key information such as serial number were the same.
> 
> We can see no reason why these weren’t update over the existing CIs.
> 
> 
> 
> Early response ill be highly appreciated.
> 
> 
> 
> Cheers,
> 
> Abhi.
> 
> ___
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Re: Private plugin and locating the same in logs

[Danny Kellett]

Hi Sonia,

This RPC queue is the AR Server passes external authentication requests 
to if AREA is enabled. You say assigned it in a private thread however 
this is an internal AR Server queue, meaning you don't specify this as a 
private queue, and therefore if your plugin needs to communicate back to 
the AR Server and you specify this in your control struct, then I would 
choose the Plugin RPC loopback queue of 390626.


If your plugin is indeed an AREA plugin, then make sure the ar.cfg file 
has:


External-Authentication-RPC-Socket: 390695

Then enable the arplugin logging in the AR System Administration 
console, then you should be able to see the AR Server making those 
calls.


Kind regards
Danny

Single Sign On (SSO) for the BMC Remedy AR System, MyIT/SmartIT  ITSM
http://www.ssoplugin.com

-- Original Message --
From: Jennifer Varkey sonia_m...@yahoo.co.uk
To: arslist@ARSLIST.ORG
Sent: 29/05/2015 12:29:43
Subject: Private plugin and locating the same in logs


**
Hello Ars gurus!!

I have created a custom plugin, assigned it in a private thread 
(390695)


Now, when I enable server side API, Thread, Filter, SQL, Plugin logs, I 
do not see the mention of the private thread (390695).


Though the plugin in working fine.

Please advise how can I identify if the plugin in running in the 
private thread 390695?


Many thanks,

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


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Re: Looking for a document

[Danny Kellett]

Gordon

I think there is a .sql file in the bin dir of a Linux install that has the sql.
Regards
Danny



 On 18 Mar 2015, at 23:52, Gordon Frank gjj...@gmail.com wrote:
 
 **
 I know there is a document which has all of the SQL code which is used when 
 ARSYSTEM is built. 
 
 Does anyone know the document which has this? I can't remember which one it 
 is. 
 
 Thanks
 Gordon Frank
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: ADV: Meta-Archive Product Announcement: ITSM Archiving

[Danny Kellett]

John,

Isn't reading an index with fewer rows going to be quicker than reading 
one with more rows?


Personally, I think no one task is a silver bullet to performance 
tuning. I would implement archiving and monitor for table scans.


I welcome anything, a product or a HowTo that will improve an apps 
performance.


Just my Wednesday afternoons 2 pence worth
Regards
Danny

Single Sign On (SSO) for the BMC Remedy AR System and ITSM
http://www.javasystemsolutions.com/jss/ssoplugin

-- Original Message --
From: John Sundberg john.sundb...@kineticdata.com
To: arslist@ARSLIST.ORG
Sent: 24/02/2015 22:20:59
Subject: Re: ADV: Meta-Archive Product Announcement: ITSM Archiving


**
Actually — I am wondering … do people agree with this fundamental 
assumption that the more records the worse the performance?


To me — that is only for “inefficient queries” and — for the most part 
- even if you archive — you will still have a slow system.


Do people agree with that??? And if so — isn’t the right solution - to 
“fix the queries”.


I know this — archiving roughly doubles” the reporting headaches, 
workflow headaches, maintenance headaches.


-John



On Tue, Feb 24, 2015 at 3:39 PM, Ben Chernys 
ben.cher...@softwaretoolhouse.com wrote:

**
Hi Folks,



As enterprises have been using ITSM for some time now, they have 
accumulated Incidents, Changes, and other “root requests” that are 
closed, old, and can be archived.  These data have slowed down 
searches and the ITSM application responses.  Moving these data into 
Archive tables speeds up database search and retrieval from the 
high-use, active ITSM tables.






ITSM Challenges



BMC Remedy OOTB Archiving handles each table independently. In fact, 
an ITSM


Incident comprises many records in many forms — a tree of dependent 
records.




Further, if an Incident is associated with a Change that is not 
archive ready, then that


Incident too, mustnot be archived.


Introducing Meta-Archive



Your Benefits

Software Tool House's Meta-Archive solves all ITSM Archiving 
challenges and implements your archiving rules. We make it easy! 
Handle customers and classes of tickets differently, add your 
customized forms easily — all in a simple spreadsheet.



Archive forms are automatically generated. Associations are checked 
and reported.




Meta-Archive delivers

· All associations are checked before a record is archived.

· The entire tree of records is archived before any deletions 
are done.


· Different archival ages can be set for different customers 
or classes of tickets.


· Different ages for associations can be set.

· It is easy to add any customized tables to the tree.

· It is easy to change or add archival targets: Archival 
forms, different servers, SQL databases, the file system.


· We get you going in a few hours with no server changes, no 
development project, no headaches.




More Information



Meta-Archive Home

Meta-Archive Overview Leaflet

Management Overview – Windows Movie (10 min.)

Meta-Archive Fact Sheet

ITSM Archiving White Paper

ü  automating the data archiving process using purpose-built archive 
systems make production systems run better


ü  searches are quicker and use less resources resulting in faster 
ITSM application responses


ü  increased support personnel performance and satisfaction

ü  production performance is

ü  unaffected by information growth













If you are interested in a presentation or a trial, please contact us 
at sa...@softwaretoolhouse.com


Cheers,

Ben Chernys
Senior Software Architect


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

We are a BMC Technology Alliance Partner.





Check out Software Tool House's free Diary Editor and our Freebies 
Section for ITSM 7.6.04 and 8.0.0 Fields spreadsheets.


Meta-Update, our premium ARS Data tool, lets you automate your 
imports, migrations, in no time at all, without programming, without 
staging forms, without merge workflow.


Meta-Archive does ITSM Archiving your way, with your tables and rules.


http://www.softwaretoolhouse.com/















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




--
John Sundberg

Kinetic Data, Inc.
Your business. Your process.

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



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


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Re: Strange Port issue after P to V

[Danny Kellett]

Your Tomcat is running on port 8080 and that is what responds when you 
enter the second URL.


Browsing to your first URL will use the default port of 80. And that 
will be the IIS that should respond.


So either IIS is down, or the ISAPI Tomcat connector in IIS is not 
configured.

Regards
Danny

Single Sign On (SSO) for the BMC Remedy AR System and ITSM
http://www.javasystemsolutions.com/jss/ssoplugin

-- Original Message --
From: Scott Hallenger vadr...@yahoo.com
To: arslist@ARSLIST.ORG
Sent: 25/02/2015 13:37:12
Subject: Strange Port issue after P to V


**
Hi we just did a  P to V of our itsm 7.0.1 system. Server is up and 
running now as a VM along with the Mid-tier. When I try to access the 
mid-tier via this URLhttp://mydnsname/shared/login.jsp; I am met with 
this error: The webpage cannot be found. However, if I specify the 
port http://mydnsname:8080/shared/login.jsp; it gets me to the login 
prompt and all is well. What did I do wrong? Our server is Running IIS 
 Tomcat.


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


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Re: ADV: Meta-Archive Product Announcement: ITSM Archiving

[Danny Kellett]

It's been a while since I checked but I think with most DBMS, a 
clustered index is stored in memory / pages once it's used. So if this 
is large then you can end up with a buffer thats gigs right?


Agreed that indexes are great on large tables but I don't think it's an 
excuse not to keep the tables trim. Also think about those people who 
don't query with indexes.


Interesting topic though

-- Original Message --
From: Brittain, Mark mbritt...@navisite.com
To: arslist@ARSLIST.ORG
Sent: 25/02/2015 19:17:53
Subject: Re: ADV: Meta-Archive Product Announcement: ITSM Archiving


**
Its’ all about indexing. I have a large form on a 6.3 platform that 
contains over a million records and just flies. Adjust the indexing to 
match the most common queries. Company, Status, Assigned Group are 
probably the most common. Anything that is required and menu driven 
would be good candidates. But be careful not to have too many indexes 
because indexes rebuilt when a new record is inserted.




Mark



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza

Sent: Wednesday, February 25, 2015 8:48 AM
To:arslist@ARSLIST.ORG
Subject: Re: ADV: Meta-Archive Product Announcement: ITSM Archiving



**

Absolutely agree. An RDBMS is meant for massive amounts of data “so 
long as its efficiently stored and retrieved”. That’s the key factor.




Else its just like storing it in an Excel sheet if one does not pay 
heed to queries and the way data is retrieved.




Cheers



Joe




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

Sent: Tuesday, February 24, 2015 5:21 PM
To:arslist@ARSLIST.ORG
Subject: Re: ADV: Meta-Archive Product Announcement: ITSM Archiving



**

Actually — I am wondering … do people agree with this fundamental 
assumption that the more records the worse the performance?




To me — that is only for “inefficient queries” and — for the most part 
- even if you archive — you will still have a slow system.




Do people agree with that??? And if so — isn’t the right solution - to 
“fix the queries”.




I know this — archiving roughly doubles” the reporting headaches, 
workflow headaches, maintenance headaches.




-John







On Tue, Feb 24, 2015 at 3:39 PM, Ben Chernys 
ben.cher...@softwaretoolhouse.com wrote:


**

Hi Folks,



As enterprises have been using ITSM for some time now, they have 
accumulated Incidents, Changes, and other “root requests” that are 
closed, old, and can be archived.  These data have slowed down searches 
and the ITSM application responses.  Moving these data into Archive 
tables speeds up database search and retrieval from the high-use, 
active ITSM tables.






ITSM Challenges



BMC Remedy OOTB Archiving handles each table independently. In fact, an 
ITSM


Incident comprises many records in many forms — a tree of dependent 
records.




Further, if an Incident is associated with a Change that is not archive 
ready, then that


Incident too, mustnot be archived.


Introducing Meta-Archive



Your Benefits

Software Tool House's Meta-Archive solves all ITSM Archiving challenges 
and implements your archiving rules. We make it easy! Handle customers 
and classes of tickets differently, add your customized forms easily — 
all in a simple spreadsheet.


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· The entire tree of records is archived before any deletions 
are done.


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classes of tickets.


· Different ages for associations can be set.

· It is easy to add any customized tables to the tree.

· It is easy to change or add archival targets: Archival forms, 
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Meta-Archive Home

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systems make production systems run better


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application responses


ü  increased support personnel performance and satisfaction

ü  production performance is

ü  unaffected by information growth













If you are interested in a presentation or a trial, please contact us 
at sa...@softwaretoolhouse.com


Cheers,

Ben Chernys
Senior Software Architect


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

We are a BMC 

Re: Problem with a Java Plugin, .arxm file and xercesImpl.jar

[Danny Kellett]

The xerces that BMC use is a million years old. Java has a much better
implementation so you are better off without it.

So you are able to save and open the armx

So now what bit is failing in the original java plugin? If this is your
code and you are not giving any indication on where it is failing, then
this could be why you haven't had many replies.

--
Danny Kellett dkell...@javasystemsolutions.com



On Fri, Nov 14, 2014, at 03:09 PM, Gordon Frank wrote:
 ** I guess we are the only ones doing Data Import through a Java
 Plugin? No one has responded, so I am starting to feel that ARSList
 doesn't have the answers or just easy questions are answered. I will
 have to look elsewhere. :(

 Gordon

 On Wed, Nov 12, 2014 at 10:37 AM, Gordon Frank
 gjj...@gmail.com wrote:
 All, I am having a problem with a Java Plugin we have which runs the
 data import tool.

 I am on 8.1.02 of the Data Import Tool

 We are on Java 8.0, Windows 2008 Server R2

 The Java Plugin worked for a sort while in this environment when I
 did the following:


 https://community.oracle.com/thread/1312680?start=0



 We accidently saved the .armx file using Notepad. This corrupted the
 .armx file and we tried to recreate. The “xercesImpl.jar” file
 prevented this.

 Currently, we have removed the “xercesImpl.jar” file and we can now
 save and open the .armx file again. It works manually, but not with
 the original Java Plugin.

 I haven't done Java much, so is there a missing step?

 Thanks

 Gordon Frank




 --
 Crab


 Gordon M. Frank ITIL V3 Foundation Certified Security + Certified
 Mobile: 410-689-9373 _ARSlist: Where the Answers Are and have been
 for 20 years_ Email had 1 attachment:


  * image001.gif 4k (image/gif)


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Re: BMC Software has Rebranded

[Danny Kellett]

:)

 On 7 Oct 2014, at 18:01, Jason Miller jason.mil...@gmail.com wrote:
 
 **
 I was also thinking it is for Halloween.  Another thought that crossed my 
 mind is Kinetic bought BMC and John told them they need more orange on their 
 site to match the Kinetic site.
 
 Jason
 
 On Tue, Oct 7, 2014 at 9:07 AM, Thad Esser thad.es...@gmail.com wrote:
 **
 That's a lot of orange (orange is the new blue?).  Maybe they are 
 redecorating for Halloween.
 
 On Tue, Oct 7, 2014 at 5:24 AM, Joe D'Souza jdso...@shyle.net wrote:
 Not sure I care about the new logo and the new colour scheme.
 
 Joe
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Pat Zandi
 Sent: Tuesday, October 07, 2014 8:11 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: BMC Software has Rebranded
 
 Hideous
 
 Sent from my iPhone
 
  On Oct 7, 2014, at 6:55 AM, Jeff Lockemy jlock...@gmail.com wrote:
 
  Good Morning,
 
  BMC Software is rebranding and is now just BMC, with a new logo and color
  scheme.  Check out their new website.  I know they are doing some
  restructuring and refocusing within their product lines too.  I am sure
 more
  news will follow.
 
  Cheers,
  Jeff
 
 
 
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  bmc.jpg
 
 
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 _ARSlist: Where the Answers Are and have been for 20 years_
 
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: BMC sues SNOW

[Danny Kellett]

I can't see how any of these actually stand up in court. If you
read the first patent it basically says get the details of a
computer system into a text file and load the information into
a database



If that's the case then Tivoli, et al, look out!



What a waste of time, money and resource imho.



--
Danny Kellett
dkell...@javasystemsolutions.com





On Tue, Sep 23, 2014, at 04:49 PM, Rick Cook wrote:

**

Maybe, but legally, there is a difference between stealing a
concept (nothing new under the sun) and stealing (the details)
how that concept is brought to market.  It doesn't help that
the SNOW C-team is full of people with a track record of
unethical, if not illegal, behavior.  That BMC isn't the only
competitor suing them adds weight to the claim.

Rick Cook

On Tue, Sep 23, 2014 at 8:44 AM, John Sundberg
[1]john.sundb...@kineticdata.com wrote:

**

That is a “stolen quote” …

Many people say that line.

Indirectly - it is saying - nothing is invented - just new
interpretations of existing stuff.

Take for example: [2]http://www.google.com/patents/US7617073

Adding colors to elements - based on health - and then make
special marks based on a dependents components health.

This sort of seems to be previous art.

[3]http://en.wikipedia.org/wiki/Charles_Joseph_Minard#mediaview
er/File:Minard-carte-viande-1858.png
(Looks old to me)


-John


On Tue, Sep 23, 2014 at 10:08 AM, Rick Cook
[4]remedyr...@gmail.com wrote:

**

The money quote:  ...company founder, Fred Luddy, described
his approach to innovation by saying “. . . good artists copy
and great artists steal, and I’ve been a thief all my life.”
Little tip:  That's maybe not something you say in public,
Fred.

You may remember Mr. Luddy as part of the Peregrine gang, which
looks to be up to their old shenanigans.  Details here.
[5]http://www.sandiegoreader.com/weblogs/news-ticker/2013/apr/0
3/peregrine-ii-servicenow-insiders-including-moores-/#

Rick Cook

On Tue, Sep 23, 2014 at 8:01 AM, John Sundberg
[6]john.sundb...@kineticdata.com wrote:

**

[7]http://www.bmc.com/news/press-releases/2014/BMC-Software-Sue
s-ServiceNow-for-Patent-Infringement.html



--

John Sundberg
Kinetic Data, Inc.
Your Business. Your Process.

[8]651-556-0930 I[9]john.sundb...@kineticdata.com


[10]www.kineticdata.com I[11]community.kineticdata.com



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


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




--

John Sundberg
Kinetic Data, Inc.
Your Business. Your Process.

[12]651-556-0930 I[13]john.sundb...@kineticdata.com


[14]www.kineticdata.com I[15]community.kineticdata.com



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


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

References

Visible links
1. mailto:john.sundb...@kineticdata.com
2. http://www.google.com/patents/US7617073
3. 
http://en.wikipedia.org/wiki/Charles_Joseph_Minard#mediaviewer/File:Minard-carte-viande-1858.png
4. mailto:remedyr...@gmail.com
5. 
http://www.sandiegoreader.com/weblogs/news-ticker/2013/apr/03/peregrine-ii-servicenow-insiders-including-moores-/
6. mailto:john.sundb...@kineticdata.com
7. 
http://www.bmc.com/news/press-releases/2014/BMC-Software-Sues-ServiceNow-for-Patent-Infringement.html
8. tel:651-556-0930
9. mailto:john.sundb...@kineticdata.com
  10. http://www.kineticdata.com/
  11. http://community.kineticdata.com/
  12. tel:651-556-0930
  13. mailto:john.sundb...@kineticdata.com
  14. http://www.kineticdata.com/
  15. http://community.kineticdata.com/

Hidden links:
  17. http://goog_1607741485/

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Re: Using an ID like 1000000001 (BMC Software's development field range) in a home grown custom form...

[Danny Kellett]

Hi Joe,



We have done the same thing and it's works well especially with
the CMDB



--
Danny Kellett
dkell...@javasystemsolutions.com





On Tue, Aug 26, 2014, at 03:24 PM, Joe D'Souza wrote:

**

Is there any repercussion from using a field ID like 11
in a custom build form?

This field ID is the Company field ID in the COM:Company form
and I wanted to build a ‘staging/integration’ form to accept
data using AIE, process it if necessary, before I push it to
the ‘Load’ form. To make the Push fields easier and speed up my
development time, I wanted to use the same Field ID’s and Field
names.

The above specific ID was just an example. I intend using the
same ID’s for other staging forms I build for location, site,
people etc. as the ID’s in their respective foundation forms.

To the best of my knowledge from the documented reserved
ranges, the ranges used for the foundation data in the
foundation forms, are not reserved ranges for any functional
type of fields. Sure they are within the BMC Software range
that is used by their developers for their applications, but
since this staging/integration form is fully custom, I see no
harm using those Field ID’s.. Did anyone have any issues doing
the same?

Joe

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

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Re: ENGAGE

[Danny Kellett]

I bought a bottle of laphroaig when I got home based on that tasting 
night :)


Kind regards
Danny

-- Original Message --
From: Joe D'Souza jdso...@shyle.net
To: arslist@ARSLIST.ORG
Sent: 04/08/2014 19:18:48
Subject: Re: ENGAGE


**
I still recall our whiskey tasting night that we had at Misi’s  Phil’s 
room. Some of that European Whiskey is downright awesome!




Joe




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David

Sent: Monday, August 04, 2014 2:14 PM
To:arslist@ARSLIST.ORG
Subject: Re: ENGAGE



Of all the years that I’ve known Misi and Magnus, I’ve never seen them 
turn down a free drink.  If they do, beware as that would be a sign 
that they are sick.




Dave

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

Sent: Monday, August 04, 2014 2:12 PM
To:arslist@ARSLIST.ORG
Subject: Re: ENGAGE



**

Will you be accepting free drinks? We definitely owe you big for the 
use of some of your products...



On Aug 04, 2014, at 02:03 PM, Misi Mladoniczky m...@rrr.se wrote:


Hi,

Me and Magnus will definitely be there.

Best Regards - Misi, RRR AB, http://rrr.se

So LJ is going… aside from the Unisys folks that we know will 
be there, who

else WILL be attending from our string of conversation here??
   
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Monday, August 04, 2014 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE
   
**
Apparently...the process took a bit longer than 
anticipatedone of my two
topics got accepted, so it appears I WILL be attending Engage 
this year :)

   
It appears that the content of sessions has shifted a bit in 
the last week. I
reported 120 at the end of last Monday. As of this exact 
moment, there are
only 102 active sessions, 41 are Remedy related, 11 by non 
BMCers, and 4 are

technical.
   
So, the numbers are shifting a bitbut my topic isn't in 
that list yet, but
it titled 'Remedy Java API – Basic Components' where I plan 
on discussing
how the API is structured, how the objects relate to what you 
see in Remedy
Dev Studio as well as Mid-Tier, and how to manipulate your 
Remedy system

through the API to get the best out of it. :)...
   
I'm hopeful at this point that Engage is morphing into 
something a bit more
acceptable to the many technical resources we have here on 
the list.

   
On Mon, Jul 28, 2014 at 6:27 PM, LJ LongWing
lj.longw...@gmail.commailto:lj.longw...@gmail.com  
   wrote:
I guess the best 'rejection letter' you can possibly get is 
the accepted list
coming out and not being able to find yourself anywhere on 
there.

   
Looking through the sessions, I see there are 120 sessions 
total. 46 are
'Remedy' related, that's ITSM or ROD (38%) in some way or 
another. Of those
only 12 are not being done by BMCers (10%). 4 of those are 
listed as
'Technical' (3%). All 4 of them are directly related to ITSM 
(3 SRM, 1 CMDB).
Nothing that's directly related to Remedy as a development 
platform, but as a
platform to sell their OOTB toolspart of me is 
disappointed, but not

surprised.
   
Both of the topics I submitted were of a technical nature, 
relating to Remedy,
not ITSM...so, I guess that's likely why neither topic was 
selected for

presentation
   
and due due to the fact that I was counting on not paying the 
admission fees,
I'm not going to be able to justify the expense to attend 
this
year...so...maybe I'll do them anyway, but post them on my 
site instead so
everyone can benefit instead of just the ones that attend 
Engage...who knows.

   
On Mon, Jul 28, 2014 at 5:57 PM, Jason Miller
jason.mil...@gmail.commailto:jason.mil...@gmail.com
 wrote:

**
By doing our own thing we would simply be creating an overlay 
on ENGAGE. Once
we create the overlay we can customize and changes by BMC 
won't have an
impact. Except if they delete one of us in base, that will 
have an impact on

the overlay.
   
On Mon, Jul 28, 2014 at 4:42 PM, Tauf Chowdhury
taufc...@gmail.commailto:taufc...@gmail.com
 wrote:

**
Not if you do it from a hotel room though? I'll pitch in for 
a suite. We can

set up a google hang out and a live tweet session.
   
On Mon, Jul 28, 2014 at 7:40 PM, laurent matheo
lm...@me.commailto:lm...@me.com wrote:
**
Yeah I 

Re: ENGAGE

[Danny Kellett]

Carl brought that. I think he exchanged them for some manchester united 
top.


-- Original Message --
From: Joe D'Souza jdso...@shyle.net
To: arslist@ARSLIST.ORG
Sent: 04/08/2014 21:21:29
Subject: Re: ENGAGE


**
I bought Templeton Rye a couple of times at least.. And got a couple of 
my friends to try it at a bar in NYC..




Joe




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

Sent: Monday, August 04, 2014 4:08 PM
To:arslist@ARSLIST.ORG
Subject: Re: ENGAGE



I bought a bottle of laphroaig when I got home based on that tasting 
night :)




Kind regards

Danny



-- Original Message --

From: Joe D'Souza jdso...@shyle.net

To: arslist@ARSLIST.ORG

Sent: 04/08/2014 19:18:48

Subject: Re: ENGAGE




**

I still recall our whiskey tasting night that we had at Misi’s  
Phil’s room. Some of that European Whiskey is downright awesome!




Joe




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David

Sent: Monday, August 04, 2014 2:14 PM
To:arslist@ARSLIST.ORG
Subject: Re: ENGAGE



Of all the years that I’ve known Misi and Magnus, I’ve never seen them 
turn down a free drink.  If they do, beware as that would be a sign 
that they are sick.




Dave

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

Sent: Monday, August 04, 2014 2:12 PM
To:arslist@ARSLIST.ORG
Subject: Re: ENGAGE



**

Will you be accepting free drinks? We definitely owe you big for the 
use of some of your products...



On Aug 04, 2014, at 02:03 PM, Misi Mladoniczky m...@rrr.se wrote:


Hi,

Me and Magnus will definitely be there.

Best Regards - Misi, RRR AB, http://rrr.se/

So LJ is going… aside from the Unisys folks that we know 
will be there, who
else WILL be attending from our string of conversation 
here??

   
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Monday, August 04, 2014 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE
   
**
Apparently...the process took a bit longer than 
anticipatedone of my two
topics got accepted, so it appears I WILL be attending 
Engage this year :)

   
It appears that the content of sessions has shifted a bit in 
the last week. I
reported 120 at the end of last Monday. As of this exact 
moment, there are
only 102 active sessions, 41 are Remedy related, 11 by non 
BMCers, and 4 are

technical.
   
So, the numbers are shifting a bitbut my topic isn't in 
that list yet, but
it titled 'Remedy Java API – Basic Components' where I plan 
on discussing
how the API is structured, how the objects relate to what 
you see in Remedy
Dev Studio as well as Mid-Tier, and how to manipulate your 
Remedy system

through the API to get the best out of it. :)...
   
I'm hopeful at this point that Engage is morphing into 
something a bit more
acceptable to the many technical resources we have here on 
the list.

   
On Mon, Jul 28, 2014 at 6:27 PM, LJ LongWing
lj.longw...@gmail.commailto:lj.longw...@gmail.com 
wrote:
I guess the best 'rejection letter' you can possibly get is 
the accepted list
coming out and not being able to find yourself anywhere on 
there.

   
Looking through the sessions, I see there are 120 sessions 
total. 46 are
'Remedy' related, that's ITSM or ROD (38%) in some way or 
another. Of those
only 12 are not being done by BMCers (10%). 4 of those are 
listed as
'Technical' (3%). All 4 of them are directly related to ITSM 
(3 SRM, 1 CMDB).
Nothing that's directly related to Remedy as a development 
platform, but as a
platform to sell their OOTB toolspart of me is 
disappointed, but not

surprised.
   
Both of the topics I submitted were of a technical nature, 
relating to Remedy,
not ITSM...so, I guess that's likely why neither topic was 
selected for

presentation
   
and due due to the fact that I was counting on not paying 
the admission fees,
I'm not going to be able to justify the expense to attend 
this
year...so...maybe I'll do them anyway, but post them on my 
site instead so
everyone can benefit instead of just the ones that attend 
Engage...who knows.

   
On Mon, Jul 28, 2014 at 5:57 PM, Jason Miller
jason.mil...@gmail.commailto:jason.mil...@gmail.com
 wrote:

**
By doing our own thing we would simply be creating an 
overlay on ENGAGE. Once

Re: ENGAGE

[Danny Kellett]

If I came it would just to meet up for more of the same :)

-- Original Message --
From: Joe D'Souza jdso...@shyle.net
To: arslist@ARSLIST.ORG
Sent: 04/08/2014 21:34:18
Subject: Re: ENGAGE


**
Yup I remember. We had a group photo if I recall that we took when 
sampling that bottle J




Phil tried it the next day and found it a bit too strong. I loved it!



Joe




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

Sent: Monday, August 04, 2014 4:31 PM
To:arslist@ARSLIST.ORG
Subject: Re: ENGAGE



Carl brought that. I think he exchanged them for some manchester united 
top.




-- Original Message --

From: Joe D'Souza jdso...@shyle.net

To: arslist@ARSLIST.ORG

Sent: 04/08/2014 21:21:29

Subject: Re: ENGAGE




**

I bought Templeton Rye a couple of times at least.. And got a couple 
of my friends to try it at a bar in NYC..




Joe




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

Sent: Monday, August 04, 2014 4:08 PM
To:arslist@ARSLIST.ORG
Subject: Re: ENGAGE



I bought a bottle of laphroaig when I got home based on that tasting 
night :)




Kind regards

Danny



-- Original Message --

From: Joe D'Souza jdso...@shyle.net

To: arslist@ARSLIST.ORG

Sent: 04/08/2014 19:18:48

Subject: Re: ENGAGE




**

I still recall our whiskey tasting night that we had at Misi’s  
Phil’s room. Some of that European Whiskey is downright awesome!




Joe




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David

Sent: Monday, August 04, 2014 2:14 PM
To:arslist@ARSLIST.ORG
Subject: Re: ENGAGE



Of all the years that I’ve known Misi and Magnus, I’ve never seen 
them turn down a free drink.  If they do, beware as that would be a 
sign that they are sick.




Dave

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

Sent: Monday, August 04, 2014 2:12 PM
To:arslist@ARSLIST.ORG
Subject: Re: ENGAGE



**

Will you be accepting free drinks? We definitely owe you big for the 
use of some of your products...



On Aug 04, 2014, at 02:03 PM, Misi Mladoniczky m...@rrr.se wrote:


Hi,

Me and Magnus will definitely be there.

Best Regards - Misi, RRR AB, http://rrr.se/

So LJ is going… aside from the Unisys folks that we know 
will be there, who
else WILL be attending from our string of conversation 
here??

   
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Monday, August 04, 2014 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE
   
**
Apparently...the process took a bit longer than 
anticipatedone of my two
topics got accepted, so it appears I WILL be attending 
Engage this year :)

   
It appears that the content of sessions has shifted a bit 
in the last week. I
reported 120 at the end of last Monday. As of this exact 
moment, there are
only 102 active sessions, 41 are Remedy related, 11 by non 
BMCers, and 4 are

technical.
   
So, the numbers are shifting a bitbut my topic isn't in 
that list yet, but
it titled 'Remedy Java API – Basic Components' where I plan 
on discussing
how the API is structured, how the objects relate to what 
you see in Remedy
Dev Studio as well as Mid-Tier, and how to manipulate your 
Remedy system

through the API to get the best out of it. :)...
   
I'm hopeful at this point that Engage is morphing into 
something a bit more
acceptable to the many technical resources we have here on 
the list.

   
On Mon, Jul 28, 2014 at 6:27 PM, LJ LongWing
lj.longw...@gmail.commailto:lj.longw...@gmail.com
 wrote:
I guess the best 'rejection letter' you can possibly get is 
the accepted list
coming out and not being able to find yourself anywhere on 
there.

   
Looking through the sessions, I see there are 120 sessions 
total. 46 are
'Remedy' related, that's ITSM or ROD (38%) in some way or 
another. Of those
only 12 are not being done by BMCers (10%). 4 of those are 
listed as
'Technical' (3%). All 4 of them are directly related to 
ITSM (3 SRM, 1 CMDB).
Nothing that's directly related to Remedy as a development 
platform, but as a
platform to sell their OOTB toolspart of me is 
disappointed, but not

surprised.
   
Both of the topics I submitted were of a technical nature, 
relating to Remedy,
not ITSM...so, I guess

Re: Server Groups - Your thoughts please.

[Danny Kellett]

Hi Brad,

Just to add some capacity management thoughts:

For argument sake, lets say each user facing ARS can comfortably process 
400 concurrent users (BMC say more but lets not start that one again). 
Then this means you have a total capacity of 800 concurrent users 
(before the graph starts to drop off). Which is great but be aware that 
if you have a projected concurrent user base of more than 400 e.g. 600, 
then if one ARS fails, your single instance is in trouble. People often 
make the mistake of just having two ARS facing servers for redundancy 
and not taking into account capacity management.


Escalation/mail server - From my experience, people forget that 
escalations tend to make the largest and most *table scan* searches (not 
saying the filters/queries are not using indexes, but the fact they ask 
for more than 70% of the data). So thats big hits on memory and CPU. 
Especially when they process things like SLM measurements every minute 
etc. So therefore these servers will definable get busier over time 
(more time == more data) but more importantly, those functions are 
business critical and your design has them as a single point of failure. 
Therefore in my opinion, in answer to your questions, yes include it in 
the server group so it can fail them to the user facing servers. Yes it 
will have a negative impact in the event of a failure but you can't do 
without those functions.


With regards to turning off the admin server. This is not an option if 
you join the single server to the server group. If you checked *that 
checkbox* while in the server group, it will complain and say something 
about it being handled by the server ranking/group. However you can have 
a server group with just one server. The rankings form will just have 
that one entry with all the functions assigned to it.


Just my 2 pence worth :)
Kind regards
Danny

-- Original Message --
From: BradRemedy bradrem...@gmail.com
To: arslist@ARSLIST.ORG
Sent: 31/07/2014 10:38:02
Subject: Server Groups - Your thoughts please.


**
Firstly, thanks for any help you guys can offer.



We are busy upgrading to ITSM 8.1 and want to setup server groups to 
ensure we have HA in our environment. Currently on our live environment 
now we have a single live server which makes us a little nervous. Our 
DB is a clustered DB with a separate instance handling just reporting. 
This keeps unnecessary traffic off our live DB which is only for 
Remedy.


We are looking at having the following architecture setup:




So Remedy Live App Server 1 and Server 2 are both Physical Servers. The 
Remedy Mail and Escalation Server is  Virtual Machine server. We wanted 
to keep escalations and mail processing off our mail servers and wanted 
them to rather focus on providing a ITSM and SRM Service to our users.


What I want to know, is the above possible ? Do I need to install the 
ITSM and SRM applications on the Remedy mail and escalation server for 
it to work or can I just do a Remedy 8.1 Core installation? Do I also 
need to include it in the server group but with its only job as 
processing mail and escalations or can I keep it out the server group?.




Also, If I setup the setup group with just the App server 1 in it for 
now, can I turn off the Administration Server option and use it as 
normal and only activate the Administration option when we add in the 
second server to the server group at a later stage ?




Are there any problems with the above plan or something I am missing?


Any advice is appreciated.



Thanks

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


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Re: Server Groups - Your thoughts please.

[Danny Kellett]

Jason,

Configure tomcat realms. Then you can have a popup like login just for 
that midtier. Its like htaccess is for Apache.


http://wiki.metawerx.net/wiki/SecuringYourSiteWithContainerManagedSecurity

Regards
Danny

-- Original Message --
From: Jason Miller jason.mil...@gmail.com
To: arslist@ARSLIST.ORG
Sent: 31/07/2014 16:28:51
Subject: Re: Server Groups - Your thoughts please.


**
Since it is just for the admins I guess you could change the http/https 
port daily :)



On Thu, Jul 31, 2014 at 8:27 AM, Jason Miller jason.mil...@gmail.com 
wrote:
Do you have a way to keep them from using the Admin MT in the future?  
When not running large queries but just because they can.  And then 
they tell their friends and everybody starts using your MT :)



On Thu, Jul 31, 2014 at 8:13 AM, Tauf Chowdhury taufc...@gmail.com 
wrote:

**
Peter,
We also use the same server group name across environments and use 
host files on our local machines to administer each environment when 
needed.


In addition to the diagram below, I like having a dedicated mid tier 
to the admin box outside of the user load balancer as well. It helps 
since a lot of forms don't display properly in the WUT anymore. Also, 
I'm assuming you're not allowing unqualified searches on the user 
facing boxes. I've had instances where a user needed to run a query 
beyond the limit we set so having a mid tier pointing to the admin 
box allows for those one off requests as well.


Sent from my iPhone

On Jul 31, 2014, at 11:01 AM, Peter Romain 
p.romain.arsl...@parsolutions.co.uk wrote:



**
To ask a related question to anyone that has done this already – do 
you build all the AR Servers with the same hostname then use the 
hosts file on each server to resolve the name back to itself?


This way there’s no need to edit any configurations if the server is 
cloned.






From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dean van Deventer - 
Business Connexion

Sent: 31 July 2014 15:55
To:arslist@ARSLIST.ORG
Subject: Re: Server Groups - Your thoughts please.



**

image001.jpg





Hi Brad

Where is your mid tiers ? do you have load balancers to ensure your 
HA ?




My end picture would look like this bellow



You would need a load balancer to ensure your HA

Load all boxes exactly the same you can move the functions with the 
rankings


Only allow server 1 and 2 to be available via the LB for user access 
your 3rd server could still perform the actions you set out for it 
to perform. So even if server 3 is struggling your users won’t be 
affected.


Without the LB you won’t really have HA, with the picture below you 
could actually reboot server as you wish and your users won’t have 
any impact.


My 5c o



image002.png





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

Sent: 31 July 2014 11:38 AM
To:arslist@ARSLIST.ORG
Subject: Server Groups - Your thoughts please.



**

Firstly, thanks for any help you guys can offer.



We are busy upgrading to ITSM 8.1 and want to setup server groups to 
ensure we have HA in our environment. Currently on our live 
environment now we have a single live server which makes us a little 
nervous. Our DB is a clustered DB with a separate instance handling 
just reporting. This keeps unnecessary traffic off our live DB which 
is only for Remedy.


We are looking at having the following architecture setup:




So Remedy Live App Server 1 and Server 2 are both Physical Servers. 
The Remedy Mail and Escalation Server is  Virtual Machine server. We 
wanted to keep escalations and mail processing off our mail servers 
and wanted them to rather focus on providing a ITSM and SRM Service 
to our users.


What I want to know, is the above possible ? Do I need to install 
the ITSM and SRM applications on the Remedy mail and escalation 
server for it to work or can I just do a Remedy 8.1 Core 
installation? Do I also need to include it in the server group but 
with its only job as processing mail and escalations or can I keep 
it out the server group?.




Also, If I setup the setup group with just the App server 1 in it 
for now, can I turn off the Administration Server option and use 
it as normal and only activate the Administration option when we add 
in the second server to the server group at a later stage ?




Are there any problems with the above plan or something I am 
missing?



Any advice is appreciated.



Thanks

_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_

_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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Where the Answers Are, and have been for 

Re: Server Groups - Your thoughts please.

[Danny Kellett]

Welcome Jason. This is the easiest/basic auth. If you don't want 
passwords in the user.xml then you can use tomcat realms from a db 
source and/or a class


http://www.christianschenk.org/blog/setup-your-own-tomcat-security-realm/

Not done this myself but looks pretty easy.

-- Original Message --
From: Jason Miller jason.mil...@gmail.com
To: arslist@ARSLIST.ORG
Sent: 31/07/2014 18:12:19
Subject: Re: Server Groups - Your thoughts please.


**
Thanks Danny!  I have been meaning to look up how to do this.  I knew 
it was possible and have poked around a bit but just haven't got around 
to actually doing it.  Although I would rather we are not storing a 
static/clear text password in a file.  But...  I was thinking a 
password for each of my team.  Maybe we should just have one shared 
account for our team.  That would serve the purpose and avoid use need 
to keep track of another personal password.


Jason


On Thu, Jul 31, 2014 at 10:04 AM, Danny Kellett 
dkell...@javasystemsolutions.com wrote:

**
Jason,

Configure tomcat realms. Then you can have a popup like login just for 
that midtier. Its like htaccess is for Apache.


http://wiki.metawerx.net/wiki/SecuringYourSiteWithContainerManagedSecurity

Regards
Danny

-- Original Message --
From: Jason Miller jason.mil...@gmail.com
To: arslist@ARSLIST.ORG
Sent: 31/07/2014 16:28:51
Subject: Re: Server Groups - Your thoughts please.


**
Since it is just for the admins I guess you could change the 
http/https port daily :)



On Thu, Jul 31, 2014 at 8:27 AM, Jason Miller 
jason.mil...@gmail.com wrote:
Do you have a way to keep them from using the Admin MT in the 
future?  When not running large queries but just because they can.  
And then they tell their friends and everybody starts using your MT 
:)



On Thu, Jul 31, 2014 at 8:13 AM, Tauf Chowdhury taufc...@gmail.com 
wrote:

**
Peter,
We also use the same server group name across environments and use 
host files on our local machines to administer each environment 
when needed.


In addition to the diagram below, I like having a dedicated mid 
tier to the admin box outside of the user load balancer as well. It 
helps since a lot of forms don't display properly in the WUT 
anymore. Also, I'm assuming you're not allowing unqualified 
searches on the user facing boxes. I've had instances where a user 
needed to run a query beyond the limit we set so having a mid tier 
pointing to the admin box allows for those one off requests as 
well.


Sent from my iPhone

On Jul 31, 2014, at 11:01 AM, Peter Romain 
p.romain.arsl...@parsolutions.co.uk wrote:



**
To ask a related question to anyone that has done this already – 
do you build all the AR Servers with the same hostname then use 
the hosts file on each server to resolve the name back to itself?


This way there’s no need to edit any configurations if the server 
is cloned.






From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dean van Deventer - 
Business Connexion

Sent: 31 July 2014 15:55
To:arslist@ARSLIST.ORG
Subject: Re: Server Groups - Your thoughts please.



**

image001.jpg





Hi Brad

Where is your mid tiers ? do you have load balancers to ensure 
your HA ?




My end picture would look like this bellow



You would need a load balancer to ensure your HA

Load all boxes exactly the same you can move the functions with 
the rankings


Only allow server 1 and 2 to be available via the LB for user 
access your 3rd server could still perform the actions you set out 
for it to perform. So even if server 3 is struggling your users 
won’t be affected.


Without the LB you won’t really have HA, with the picture below 
you could actually reboot server as you wish and your users won’t 
have any impact.


My 5c o



image002.png





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

Sent: 31 July 2014 11:38 AM
To:arslist@ARSLIST.ORG
Subject: Server Groups - Your thoughts please.



**

Firstly, thanks for any help you guys can offer.



We are busy upgrading to ITSM 8.1 and want to setup server groups 
to ensure we have HA in our environment. Currently on our live 
environment now we have a single live server which makes us a 
little nervous. Our DB is a clustered DB with a separate instance 
handling just reporting. This keeps unnecessary traffic off our 
live DB which is only for Remedy.


We are looking at having the following architecture setup:




So Remedy Live App Server 1 and Server 2 are both Physical 
Servers. The Remedy Mail and Escalation Server is  Virtual Machine 
server. We wanted to keep escalations and mail processing off our 
mail servers and wanted them to rather focus on providing a ITSM 
and SRM Service to our users.


What I want to know, is the above possible ? Do I need to install 
the ITSM and SRM applications on the Remedy mail and escalation 
server for it to work or can I just do a Remedy 8.1 Core 
installation

Re: ENGAGE

[Danny Kellett]

Lol Jason. 

 On 30 Jul 2014, at 19:05, Jason Miller jason.mil...@gmail.com wrote:
 
 **
 What?   You don't need to know the secret handshake to get to SNOW's 
 documentation?  But won't the competition get their grubby little hands on it?
 
 Jason
 
 
 On Wed, Jul 30, 2014 at 9:16 AM, Lee Cullom 
 lee.cul...@northcraftanalytics.com wrote:
 **
 Joe – Definitely not true.  You can look this up on the ServiceNow 
 Wikipedia.  It is easier to add fields in AR System Dev Studio, but not by 
 much.  Plus, ServiceNow leads in personalization.  Also, you can’t put 
 fields exactly where you want in ServiceNow, you have to put them in a 
 general section… kind of similar to salesforce.com/Remedyforce.
 
  
 
  
 
  
 
 Lee Cullom | Northcraft Analytics
 
 IT Metrics Specialist | Business Intelligence for ITSM
 
 Direct - 678-438-7244 | http://www.northcraftanalytics.com
 
 Main - (678) 664-ITSM
 
 image001.jpgimage002.jpg
 
 What is Northcraft Analytics? Find out in 87 Seconds.  
 
  
 
  
 
 THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS 
 HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A 
 CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND 
 NORTHCRAFT ANALYTICS LLC (If such an agreement is in place).
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
 Sent: Wednesday, July 30, 2014 11:44 AM
 
 
 To: arslist@ARSLIST.ORG
 Subject: Re: ENGAGE
  
 
 **
 
 Correct. And you cannot add fields – you can move them around to make the 
 picture prettier. If you want a new field like for e.g. Alternate Requester 
 Name – easily done in Remedy. Cannot be done in SNOW.
 
  
 
 From what I heard, any change that impacts the data structure in SNOW is not 
 possible. Is child’s play literally in Remedy.
 
  
 
 Agreed that could be a double edged sword. Very powerful if you know what 
 you are doing – quite destructive otherwise.
 
  
 
 Joe
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
 Sent: Wednesday, July 30, 2014 11:36 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: ENGAGE
 
  
 
 **
 
 It's probably customizable in the same way that FrontRange is technically 
 customizable, but only using a proprietary BPML programming interface.  
 That's not as easy to learn or quick to work in as the AR System interface, 
 nor is it as flexible or as extensible.  I've yet to see a faster prototype 
 engine than the AR System, and have also yet to see a business process that 
 it can't be made to track.
 
 Rick
 
  
 
 On Wed, Jul 30, 2014 at 8:32 AM, John Baker jba...@javasystemsolutions.com 
 wrote:
 
 Joe
 
 I thought SNOW was customisable to an extent, and in a sense, BMC are
 pushing exactly the same concept, ie overlays, painful to change
 something, a sense that core ITSM is all that really matters etc.
 Customisation is a double edged sword: it's very powerful, but it's very
 expensive to support.
 
 
 John
 
 _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_

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Re: ENGAGE / ENRAGE

[Danny Kellett]

Well said Claire.

 On 29 Jul 2014, at 06:02, Sanford, Claire 
 claire.sanf...@memorialhermann.org wrote:
 
 **
 My plan was to come on Sunday and leave on Saturday.  I planned on attending 
 the certification sessions.  They are not even worth it!  
 
 Dan, how can we give them the benefit of the doubt?  They have had since 2009 
 to watch and learn how to do it from the Masters!! People that managed to 
 hold down a full time job and do the conference!   They even appear to have 
 hired a company to do all the heavy lifting for them!  I know you probably 
 have to be supportive, the rest of us don’t.  It is extremely disappointing.  
 I talked this up to a co-worker who was also going to ask to attend this 
 year.  There is one CMDB session (maybe 2?).   How can he justify the 
 expense!?  
 
 I was looking forward to this because it was sort of like “going home again”. 
  The RUG that was held there before was so full of great memories and 
 learning that I really wanted it to be good! 
  
 Then again that conference had you,  Rick Cook, Warren Baltimore, Pat Zandi, 
 Kim Moody, Phil Bautista and a host of other really awesome people to learn 
 from! The conversations were both entertaining and very educational!
 
 Remember the ARSLIST party in the Sushi Restaurant!  Very well attended and 
 lots of fun!  “Look for the bright pink sign that says ARSLIST”  The midnight 
 raid of the vending machines, the trip 10 miles away to purchase beverages.   
 I am starting to feel old!
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
 Sent: Monday, July 28, 2014 10:30 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: ENGAGE
  
 **
 They may be busy but I look at the sessions and still struggle to see any 
 technical depth for the BMC Remedy area. It might be there but with the 
 naming of sessions I can’t tell.
  
 That being said, and of course I am biased, let’s give them the benefit of 
 the doubt. After all, BMC hasn’t done a North American conference since 2007, 
 so they are probably working hard to get it right.
 Everyone gave us the benefit of the doubt in 2009, or at least a couple of 
 hundred of you did J
  
 As for Evening sessions, Evening with Engineering has been on their schedule 
 since day one, unique and important and worth attending the conference just 
 for it!
 For additional interesting networking, stay tuned, something will be worked 
 out …..
  
 How many are arriving Sunday (or before)  or leaving after Thursday?
  
 I am giving up Canadian Thanksgiving Monday to be there, I need it to be 
 worthwhile!
  
 Cheers … Dan
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
 Sent: July 28, 2014 7:51 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: ENGAGE
  
 **
 I think they are busy planning the conference. 
 
 Rick
 
 On Jul 28, 2014 4:48 PM, Tauf Chowdhury taufc...@gmail.com wrote:
 **
 Maybe we can try to get Goofy or Mickey Mouse to moderate
  
 
 On Mon, Jul 28, 2014 at 7:46 PM, laurent matheo lm...@me.com wrote:
 **
 Yep, or a justin.tv (which has a chat).
 Could be doable :)
 
 On 29 Jul, 2014,at 01:42 AM, Tauf Chowdhury taufc...@gmail.com wrote:
 
 **
 Not if you do it from a hotel room though? I'll pitch in for a suite. We can 
 set up a google hang out and a live tweet session. 
  
 
 On Mon, Jul 28, 2014 at 7:40 PM, laurent matheo lm...@me.com wrote:
 **
 Yeah I proposed this... Somekind of genius bar or something, maybe panel 
 like, or small breakouts or something...
 Could have been setup like a mini community onsite using Matt for this...
 
 Maybe we could squat the booth location for this when it's not attended? If 
 it's like wwrug, it's just opened for lunch / not a long time, we could use 
 the place to do some small groups about a theme or something?
 
 So, a mix between the bird  the feathers, genius bar, community and 
 whatever?
 
 We could even stream it live on the net so the others could see it (that 
 could be a problem with BMC rules though).
 
 On 29 Jul, 2014,at 01:36 AM, Tauf Chowdhury taufc...@gmail.com wrote:
 
 **
 I was willing to sponsor a technical/learning lab at the conference. Reached 
 out to numerous people. Deaf ears. Oh well... I'm still going. Love 
 networking (by networking I mean drinking) with you guys if you decide to go.
  
 
 On Mon, Jul 28, 2014 at 7:33 PM, Tauf Chowdhury taufc...@gmail.com wrote:
 In browsing through the sessions and speakers, the title of unnamed speaker 
 pretty much sums up my assessment of the catalog: Lead Technical Marketing 
 Consultant
  
 
 On Mon, Jul 28, 2014 at 7:31 PM, laurent matheo lm...@me.com wrote:
 **
 The evening is still there, Tuesday from 6 to 8 PM:
 http://www.eventmgmt.aimia.com/events/bmc-engage-2014/custom-20-2bc888d975f2496db5d3f819b9735209.aspx
 
 But that's weird... Since breakouts continue from 6 to 9 PM on tuesday... So 
 or you go stalk the Engineers (and potentially miss 2 breakouts), 

Re: ENGAGE

[Danny Kellett]

Jason

It's a hard sell spending a lot of money to justify attending just for 
networking though. I'm a little disappointed, I really enjoyed last year

Kind regards
Danny

 On 29 Jul 2014, at 01:41, Jason Miller jason.mil...@gmail.com wrote:
 
 **
 I'll be there too also to network.  It will be hard for BMC to screw up the 
 networking.  That is unless none of the usual suspects attend and there is 
 nobody to network with.  I guess worst case I buy tickets to the parks and 
 enjoy the week.
 
 So Dan...  Where is WWRUG15 going to be?
 
 
 On Mon, Jul 28, 2014 at 4:36 PM, Tauf Chowdhury taufc...@gmail.com wrote:
 **
 Ha! I was totally thinking of calling the hotel to see if they had a single 
 room available to rent. All I need is electricity and I'm good!
 
 
 On Mon, Jul 28, 2014 at 7:35 PM, Jason Miller jason.mil...@gmail.com 
 wrote:
 **
 Maybe we'll just need to kidnap Engineering and bring them to our 
 sub-conference that we'll be forced to create ourselves that week.
 
 
 On Mon, Jul 28, 2014 at 4:26 PM, Rick Cook remedyr...@gmail.com wrote:
 **
 And with so many evening sessions, where does the Evening with Engineering 
 or the other evening activities go?  Will they even have them?
 
 Rick
 
 On Jul 28, 2014 4:24 PM, Jason Miller jason.mil...@gmail.com wrote:
 **
 Not impressed.  My first impress is welcome back BMC Marketing World.  We 
 haven't missed you all these years.  Maybe I need to just let it soak in 
 for a day or two?.?.?.
 
 Unless I am overlooking something it seems there are very few 
 presentations by customers.
 
 
 On Mon, Jul 28, 2014 at 3:46 PM, Sanford, Claire 
 claire.sanf...@memorialhermann.org wrote:
 **
 Just shaking my head…
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
 Sent: Monday, July 28, 2014 5:32 PM
 
 
 To: arslist@ARSLIST.ORG
 Subject: Re: ENGAGE
  
 
 **
 
 It seems the list is on now:
 http://bmc.g2planet.com/bmcengage2014/event_agenda
 
 
 On 29 Jul, 2014,at 12:25 AM, Sanford, Claire 
 claire.sanf...@memorialhermann.org wrote:
 
 You are certainly trusting Terry!
 
  
 
 I’ll wait for the agenda and hope they extend the early bird rate.   I 
 can see it now… 
 
 ME:  Hi Mr. Director, please spend thousands of dollars for me to be 
 gone for almost a week for a conference where we have no idea what the 
 content is.  There is an early bird discount!!!
 
 DIR:  Come back when you have an agenda and a firm grasp on what you 
 sessions are going to attend AND how much you are going to spend.
 
  
 
 ME:  Big Sigh…
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
 Sent: Monday, July 28, 2014 4:52 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: ENGAGE
 
  
 
 **
 
 Is that like the good faith deposit at a car dealer? Say goodbye to 
 that $75! Hehe
 
 Sent from my iPhone
 
 
 On Jul 28, 2014, at 5:49 PM, Terry Bootsma tboot...@objectpath.com 
 wrote:
 
 **
 
 I believe early bird pricing expires July 31st.   So, if the agenda is 
 out today or tomorrow, that is just under the wire.
 
  
 
 However, I had to make a call last week,  so I registered and paid for 
 the conference with the understanding that I could de-register up to a 
 certain date with a $75.00 admin fee.  Well, we'll see about that.  :-)
 
  
 
 Terry
 
  
 
  
 
  
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Lynn Larsen
 Sent: July-28-14 5:03 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: ENGAGE
 
 **
 
 I’m glad I’m not alone in the trying to get approval for a conference 
 that we have no idea what the content is… There should not be “early 
 bird” pricing that expires before the detailed agenda is even published, 
 in my opinion.
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
 Sent: Monday, July 28, 2014 3:55 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: ENGAGE
 
  
 
 **
 
 They missed one mark… in order to get a room you have  to go through 
 their conference desk.  We are adults.  We should be able to make our 
 own reservations.  
 
 If the conference is more “sales” than technical, there is no way I can 
 get approval.  I’ll be disappointed if they go back to the way it was 
 before it became WWRUG!
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
 Sent: Monday, July 28, 2014 3:51 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: ENGAGE
 
  
 
 **
 
 I agree that our WWRUG friends are much better at communicating and 
 giving people the information they need to decide, get approvals and 
 make travel arrangements than BMC.  Let's just hope they don't 
 completely miss the mark on this conference.
 
  
 
 Jason
 
  
 
 On Mon, Jul 28, 2014 at 11:47 AM, David Boylan david_boy...@brown.edu 
 wrote:
 
 I still haven't seen much of what is being presented other that lots of 

Re: ENGAGE

[Danny Kellett]

LJ

Same situation here too. I will be posting my performance one on our site if 
anyone is interested
Regards
Danny

 On 29 Jul 2014, at 02:27, LJ LongWing lj.longw...@gmail.com wrote:
 
 **
 I guess the best 'rejection letter' you can possibly get is the accepted list 
 coming out and not being able to find yourself anywhere on there.
 
 Looking through the sessions, I see there are 120 sessions total.  46 are 
 'Remedy' related, that's ITSM or ROD (38%) in some way or another.  Of those 
 only 12 are not being done by BMCers (10%).  4 of those are listed as 
 'Technical' (3%).  All 4 of them are directly related to ITSM (3 SRM, 1 
 CMDB).  Nothing that's directly related to Remedy as a development platform, 
 but as a platform to sell their OOTB toolspart of me is disappointed, but 
 not surprised.
 
 Both of the topics I submitted were of a technical nature, relating to 
 Remedy, not ITSM...so, I guess that's likely why neither topic was selected 
 for presentation
 
 and due due to the fact that I was counting on not paying the admission fees, 
 I'm not going to be able to justify the expense to attend this 
 year...so...maybe I'll do them anyway, but post them on my site instead so 
 everyone can benefit instead of just the ones that attend Engage...who knows.
 
 
 On Mon, Jul 28, 2014 at 5:57 PM, Jason Miller jason.mil...@gmail.com wrote:
 **
 By doing our own thing we would simply be creating an overlay on ENGAGE.  
 Once we create the overlay we can customize and changes by BMC won't have an 
 impact.  Except if they delete one of us in base, that will have an impact 
 on the overlay.
 
 
 On Mon, Jul 28, 2014 at 4:42 PM, Tauf Chowdhury taufc...@gmail.com wrote:
 **
 Not if you do it from a hotel room though? I'll pitch in for a suite. We 
 can set up a google hang out and a live tweet session. 
 
 
 On Mon, Jul 28, 2014 at 7:40 PM, laurent matheo lm...@me.com wrote:
 **
 Yeah I proposed this... Somekind of genius bar or something, maybe panel 
 like, or small breakouts or something...
 Could have been setup like a mini community onsite using Matt for this...
 
 Maybe we could squat the booth location for this when it's not attended? 
 If it's like wwrug, it's just opened for lunch / not a long time, we could 
 use the place to do some small groups about a theme or something?
 
 So, a mix between the bird  the feathers, genius bar, community and 
 whatever?
 
 We could even stream it live on the net so the others could see it (that 
 could be a problem with BMC rules though).
 
 On 29 Jul, 2014,at 01:36 AM, Tauf Chowdhury taufc...@gmail.com wrote:
 
 **
 I was willing to sponsor a technical/learning lab at the conference. 
 Reached out to numerous people. Deaf ears. Oh well... I'm still going. 
 Love networking (by networking I mean drinking) with you guys if you 
 decide to go.
 
 
 On Mon, Jul 28, 2014 at 7:33 PM, Tauf Chowdhury taufc...@gmail.com 
 wrote:
 In browsing through the sessions and speakers, the title of unnamed 
 speaker pretty much sums up my assessment of the catalog: Lead Technical 
 Marketing Consultant
 
 
 On Mon, Jul 28, 2014 at 7:31 PM, laurent matheo lm...@me.com wrote:
 **
 The evening is still there, Tuesday from 6 to 8 PM:
 http://www.eventmgmt.aimia.com/events/bmc-engage-2014/custom-20-2bc888d975f2496db5d3f819b9735209.aspx
 
 But that's weird... Since breakouts continue from 6 to 9 PM on 
 tuesday... So or you go stalk the Engineers (and potentially miss 2 
 breakouts), or you attend the breakouts (and miss the candy)?
 
 
 On 29 Jul, 2014,at 01:26 AM, Rick Cook remedyr...@gmail.com wrote:
 
 
 **
 And with so many evening sessions, where does the Evening with 
 Engineering or the other evening activities go?  Will they even have 
 them?
 
 Rick
 
 On Jul 28, 2014 4:24 PM, Jason Miller jason.mil...@gmail.com 
 wrote:
 **
 Not impressed.  My first impress is welcome back BMC Marketing World. 
  We haven't missed you all these years.  Maybe I need to just let it 
 soak in for a day or two?.?.?.
 
 Unless I am overlooking something it seems there are very few 
 presentations by customers.
 
 
 On Mon, Jul 28, 2014 at 3:46 PM, Sanford, Claire 
 claire.sanf...@memorialhermann.org wrote:
 **
 Just shaking my head…
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
 Sent: Monday, July 28, 2014 5:32 PM
 
 
 To: arslist@ARSLIST.ORG
 Subject: Re: ENGAGE
 
 
  
 
 **
 
 It seems the list is on now:
 http://bmc.g2planet.com/bmcengage2014/event_agenda
 
 
 On 29 Jul, 2014,at 12:25 AM, Sanford, Claire 
 claire.sanf...@memorialhermann.org wrote:
 
 You are certainly trusting Terry!
 
  
 
 I’ll wait for the agenda and hope they extend the early bird rate.   
 I can see it now… 
 
 ME:  Hi Mr. Director, please spend thousands of dollars for me to be 
 gone for almost a week for a conference where we have no idea what 
 the content is.  There is an early bird discount!!!
 
 DIR:  Come back when you have an 

Re: Maxed out List and Fast threads query

[Danny Kellett]

Hi,

I did a wwrug talk on this last year.

http://www.javasystemsolutions.com/documentation/presentations/investigating-performance-issues-outside-of-workflow.ppt

Let me know if you have any questions.
Kind regards
Danny

Single Sign On (SSO) for the BMC Remedy AR System and ITSM
http://www.javasystemsolutions.com/jss/ssoplugin


-- Original Message --
From: Jennifer Varkey sonia_m...@yahoo.co.uk
To: arslist@ARSLIST.ORG
Sent: 16/07/2014 08:48:48
Subject: Maxed out List and Fast threads query


**
Hello ArsGurus,

Can someone please advise on how to identify if the list and fast 
threads have maxed out?


I am using the arloganalyzer for the api and SQL logging.

regards,
Sonia
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Re: Remedy Developer Performance Metrics

[Danny Kellett]

Quantity != Quality



--
Danny Kellett
dkell...@javasystemsolutions.com





On Thu, Jun 5, 2014, at 09:31 AM, Theo Fondse wrote:

**

Hi Charlie!

Although I have grown over the past few years to fully agree with LJ on
this subject, I can also understand the need for metrics to have
something to go by to know if our performance is on-par or not.
Sadly, measurements in the LOC style no longer give a true picture of
actual performance especially in terms of Remedy development.
The company I am currently working for has a 100% custom Remedy
solution, and are measuring performance based on number of requests
closed per day irrespective of workflow object count (but they include
all types of incidents, problems and change requests in this figure).
In my opinion, this is a better performance metric than pure LOC count,
but is also flawed because some types of requests are quicker and
easier to close than others.

Shawn Pierson nailed it very well in his mail, if the purpose of the
exercise is to determine the quality of a Remedy developer or to
guide decisions around which questions your metrics should answer if
you want your company to keep the Remedy developer that will truly be
most beneficial to keep when the time comes to make those hard
decisions.

Dave Shellman also pointed out the efficiency of code argument.
I would like to add to what he said by pointing out that the better
Remedy Developer will:
 1) Add config data to the system to configure it to do something
rather than write superfluous/duplicate code.
 2) Pre-allocate field ID's and share Filters/Active Links between
multiple forms.
These effectively lowers your LOC count and therefore LOC count does
not paint a true picture of quality or quantity of performance in such
cases.

Server and network infrastructure performance also plays a role in
developer performance.
If you are working on a server that takes 38 seconds just to open an
active link, you cannot be expected to churn hundreds of active links a
day.

Anyone will be able to (intentionally or unintentionally) exploit
LOC-based metrics to their advantage by bloating their code, simply by:
 1) Adding a number of extra Filters or Active links in stead of making
something data configurable or generic.
 2) Copy-Pasting Filters or Active Links rather than pre-allocating
fieldID's and sharing workflow between forms.
 3) Writing bloat-up Filters/Active Links that only seem to be doing
something relevant, but has no consequence to the actual functionality.

But, to answer your original question:
If the company insistence remains on measuring performance on an LOC
basis, and if
 1) You are guaranteed to always be presented with complete, clear,
signed off and sufficient requirement specification documentation,
 2) You are guaranteed to have access to properly performing
infrastructure (active link opens up in 3s),
 3) You are focussed on doing development and are not required to stop
what you are doing and attend to support issues,
 4) You do not attend more than 2 hours worth of meetings or workshops
a week,
 4) Complexity of the solution is low to medium,
 5) Good quality code is required. (As opposed to only evaluating if it
seems to be doing what was required),
 6) There are no external integrations to other systems where you do
not have full admin access and responsibility,
then my opinion is that, on an 8-hour working day, a good Remedy
Developer should be able to produce anywhere between 15 and 100 objects
a day counting a total combination of Forms, Active Links, Filters,
Escalations, Guides, Applications, Web Services, Menus, and
Flashboards.
This is based on an approximate average of between ~5 to ~30 minutes
time spent on average per object.

If a Remedy developer is creating more than an average of 100 objects a
day, then that developer is running the risk of probably not ensuring
good quality code, because he/she is:
 1) Copy-pasting code and not testing it the way it should be tested.
 2) Unwittingly creating a bloated monster of a system that is going to
be a costly nightmare to maintain.
In such cases, one could start looking at:
 1) Synchronising field ID's across al forms.
 2) Writing more generic code that can rather be shared and/or
data-driven.

HTH.

Best Regards,
Theo



On Wed, Jun 4, 2014 at 4:41 PM, Charlie Lotridge
[1]lotri...@mcs-sf.com wrote:

**

Hi all,

Thanks for all your responses.  And, while I didn't get quite what I
was looking for, it's certainly my own fault for not starting with the
more narrow question I eventually posed.  And even that I should have
qualified by stating assuming perfectly efficient workflow.

I fully agree with all of the positions that the quantity of workflow
varies significantly with the quality of that workflow, the complexity
of the requirements, and many other factors.  I also agree that in
isolation, workflow object count is a useless number.  I *do* think
that as part of a broader set of measurable characteristics it can be
used

Re: OT: Baby Sofia

[Danny Kellett]

Excellent. Congrats mate

Sent from my iPhone

 On 31 May 2014, at 02:19, Tauf Chowdhury taufc...@gmail.com wrote:
 
 All,
 Just wanted to share with you guys that we are proud parents to a baby girl, 
 Sofia, who was born on 05/25/2014 09:14:00 PM (ET). She was 6lbs, 6oz and 
 19.5 tall. Everyone is doing well. Sleep is an issue so I guess it's all 
 normal. 
 Here's a pic! 
 
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 image.jpeg
 
 Sent from my iPhone
 
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Re: ARS 8.1 C Plugin issue

[Danny Kellett]

Hi

Post your make file but it looks like you have not linked to the arapi

Regards
Danny

 On 3 Dec 2013, at 17:31, Anbazhagan, Gopi gopi.anbazha...@cgi.com wrote:
 
 **
 Hello List,
  
 I am getting below error when I start remedy server after loading  C plugin 
 (this C plugin originaly built in solaris , now I have recompiled that in 
 RHEL 6.4 got 32 bit .so file)
  
 Action Request System(R)  Plug-In Server   Version 8.1.00.002 
 201308272305Hotfix
 (c) Copyright 2001-2013 BMC Software, Inc.
 ./arplugin: symbol lookup error: /apps/tim/ar/bin/arfpdqfrench.so: undefined 
 symbol: ARInitialization
  
  
 Thanks  regards,
 Gopi Anbazhagan | IT Consultant
 ESS| India Global Delivery Center | CGI
 DLF SEZ, 4th Floor, Block 5, Manapakkam, Chennai - 600 089 | India
 Registered Office: 124-125, Divyasree Technopolis, Off Airport Road, 
 Bangalore - 560 037
 VOIP: 36664 | International: +44 20700 36664
 gopi.anbazha...@cgi.com | cgi.com
  
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Slow import

[Danny Kellett]

Lars

Have you run this query outside the AR system? E.g. Through SQLplus / SQL query 
analyser?

Regards
Danny

On 14 Aug 2013, at 07:31, lars.j.petters...@vattenfall.com wrote:

 **
 Hi, I have problem using the import tool, it can take 10 seconds to import 
 one entry from a file…this has worked fine before with the same code.
  
 We have isolated to problem to the sql below, which is run several 
 times/record, and this sql takes a lot of time.
  
 T1 is Ar System Message Catalog
  
 There is one index for this form which has been rebuilt without any better 
 performance
  
  
 SELECT T1.C1,C152,C155,C156 FROM T1 WHERE ((T1.C8 = '302') AND (T1.C7
 = 0) AND
 (T1.C150 = 0) AND ((T1.C152 LIKE 'SVE%') OR (T1.C152 IS NULL))) ORDER
 BY C152 ASC, 1 ASC
  
  
 Any ideas?
  
 7.6.04
  
 // BR Lars
  
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Re: AD: New product to manage your Remedy/ ITSM releases

[Danny Kellett]

Looks very nice Jonathan.

 Hi Listers

 We've got a new product that I believe will help organisations to manage
 their BMC Remedy development and code deployments.

 I've worked with Remedy since 2000 and have had the pleasure of meeting
 and working with many listers either on projects or at WWRUG and events.
 Most of us here genuinely care about the BMC Remedy solutions and getting
 the best out of our systems.

 This is why I invite you to visit our website to see what we are offering
 and to see if you too can benefit from this new solution.  Your feedback
 is most welcome.

 Thank you for your time
 Jonathan Young
 3D ARS
 enqui...@3dars.com

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Re: Plugin REMEDY.ARDBC.SERVER.ADMINISTRATION not found error

[Danny Kellett]

Hi Pascale,

Both of those plugins are C plugins in your version and therefore are run
by arplugin.exe. So check your ar.cfg for something like

Plugin: ServerAdmin.dll
Plugin: ardbcconf.dll

Also did you change Plugin-Port: ?

Check the plugin server is running. (arplugin.exe)

Then turn on arplugin logging in the AR system Administration Console and
set the plugin log level to ALL. Restart and look in the log file for any
errors or references to those files.

Kind regards
Danny

Single Sign On (SSO) for the BMC Remedy AR System and ITSM
http://www.javasystemsolutions.com/jss/ssoplugin

 Hello all,

 Our 3 dev servers were migrated from one domain to another recently.
 2 servers migrated fine, with no issue except of course having to update
 the ar.conf file.

 On the third one , we did the update of the config file (ar.conf) and the
 emaildaemon.properties file.
 Everything is working perfectly fine except when we try to open the Server
 Information, LDAP from the Administration Console and License Review link.

 We get
 ARERR [8755] The specified plug-in does not exist. :
 REMEDY.ARDBC.SERVER.ADMINISTRATION.
 or
 ARERR [8755] The specified plug-in does not exist. :
 ARSYS.ARDBC.CONFIGFILE

 The ar.conf file does contain the proper path to the plugins and the files
 does exists and located within the given path.

 The path is also enter with double quotes.

 Web Services are working fine (both publishing and consuming)

 Any ideas?

 ARS: 7.6.04SP4
 Win 2003
 SQL 2005
 All customized apps


 Thank you,

 Pascale Sterrett


 If you are not the intended addressee, please inform us immediately that
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Re: WUT vs MidTier

[Danny Kellett]

:) Agreed Claire

 Oh Lisa!  They will have to pry the WUT from my cold dead hands!  As long
 as it works, I'll be using it!


 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR
 INFORMATION OPERATIONS
 Sent: Friday, May 24, 2013 1:43 PM
 To: arslist@ARSLIST.ORG
 Subject: WUT vs MidTier

 **
 I'm not sure how people are working with just the Midtier only.  It's just
 so much harder as a developer to get to backend forms via the midtier.
 For example, I'm looking at the RE:Job_Runs form via the Midtier and I see
 the form just fine, but none of the Menus are available (search, new,
 advanced search etc).

 I have admin rights and I see the form, but not the menu.  When I look at
 the Menu Access properties for the form, they are all checked.

 In the WUT, I have access to all of these menus and I'm able to do
 searches (specifically advanced searches).

 Plus it's nice on the WUT to find a form that I really don't know the
 exact name of.  I can do find on the object list for Job and see all the
 forms that have the word Job in it.  I guess I could do this same search
 in Dev Studio as well.

 Lisa Kemes

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

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Re: Creating Archive forms and ARS stability

[Danny Kellett]

Hi Ben,

Thats interesting. Here are some thoughts:

Is there always a crash after 4?
Is it the same 4 forms? e.g. If you just created 4 other sample forms and
used those do you get the same crash after 4?
Do you think its something to do with form number 4? e.g. it didnt like
diary fields or something like that?
Or maybe it's due to the weight of data on form 4?

When it crashes is there a core on the Linux box or is there a stack trace
in the arerror.log?

Are you seeing the copycache, in the thread logging, complete before you
try the next form? You could probably fire up 5 dev studios and get them
ready to save and try replicating it to a certain degree. Or actually
maybe a quick driver script?

Kind regards
Danny

Single Sign On (SSO) for the BMC Remedy AR System and ITSM
http://www.javasystemsolutions.com/jss/ssoplugin

 Hi Folks,



 Environments:

 1) ARS / ITSM 7.6.04 p4 Linux Oracle (customer dev machine - ie larger
 than the average VM)

 2) ARS / ITSM 7.6.04 p0 Windows 2003 x64, MS SQL
 VM
 2 cores (4 cpu to the OS) 8 Gb

 3) ARS / ITSM 8.0.0   p0 Linux Oracle
 VM 2 cores (4 cpu to the OS) 8 Gb



 I create archive forms in an automated way one time but for many forms
 (over
 100 in a full run).  The forms I do this for are all Regular forms: not
 Joins or other forms types.



 In the API it is a simple argument passed to ARSetSchema on the
 non-archive
 schema.



 I find each creation takes 5 to 7 minutes, takes a huge amount of memory
 on
 the server - most of which is not released when completed, and drives the
 server CPU quite high to calm down again when completed.



 More concern is the fact that ARS crashes occasionally.  For example, once
 after a customer built 4 forms on his development machine the server
 crashed
 building the 5th.  After it restarted (automatically - the common fix
 these
 days for bad code in an application) a rerun of the job caused no server
 crashes at all for a subsequent 29ish forms.  (Just running the creation
 against the Incident forms).



 On my VMs this also happens on rareish occasions.  If I had to put a
 number
 on it, it  would average once per 40ish forms - but this is a guestimate
 at
 best.  It is run once and only once per VM instance and I tend to run it
 against all requests rather than say just Incident.  Because of snapshots,
 it is easy enough to rerun this job.



 Obviously, causing a crash is never good, and documentation reading this
 process can cause server crashes is not a good thing J



 I also always restart the server process once the forms are built to clean
 up the memory - also not a good thing to tell customers: that after
 building
 their archive forms, their server should be restarted to clean up leaked
 memory J



 Of course it is hard to replicate this using Dev Studio as one must create
 a
 single archive form, wait the requisite 5 or so minutes, then manually
 create the next one.  My process creates one, waits the requisite time,
 and
 then creates the next - right away (after say a few milliseconds).



 I have not tried this yet on 8.1 but intend to do so shortly.



 A further irritation is that the BMC documentation indicates that Merge
 writes into these forms are permitted.  Yet I get the error saying that
 writes into these forms is not permitted - with all variations of the
 Merge
 options.  I have not tested this on a lot of releases but it is true in
 the
 8.0.0 unpatched release.  I simply disassociate the archive forms from
 their
 original forms to get around this.



 Just curious.  Has anyone dealt with this?  Or communicated with BMC on
 this?  I suppose I should raise a BMC ticket but I generally do not do
 this
 unless a customer has asked (and paid) me to do so J



 Ben Chernys
 Senior Software Architect
 logoSthInc-sm

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

 We are a BMC Technology Alliance Partner.


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

 Section for ITSM 7.6.04 and 8.0.0 Fields spreadsheets.

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






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Re: Creating Archive forms and ARS stability

[Danny Kellett]

Hi Ben,

The core actually can help. You will find the function names recognisable
to us that work with the api. I was thinking you might see a a createfield
then then something like a malloc error on null etc. I have found a few
bugs in my time with that. Work a look.

Data should not matter.
My thinking was if there are locks due to copycaches and the AR Server
wasnt handling it correctly. I am assuming this is all happening on
390600.

Good luck anyway.
Regards
Danny

Single Sign On (SSO) for the BMC Remedy AR System and ITSM
http://www.javasystemsolutions.com/jss/ssoplugin

 Hi Danny,

 I haven't done much investigation.  I expect there is a core but it will
 be relatively useless without source.  I haven’t run arserver under any of
 the tracing utilities.  I do run with server tracing on but truth to tell,
 I haven't inspected them.

 As I said, it is on random forms (rather 'arbitrary'),and  arbitrary
 numbers of forms, etc.  As I said, sometimes it blows after a few dozen
 forms.  Other times it doesn't blow up at all.  Data should not matter.
 It is doing nothing with data - it is only building the form.

 I don't test it often 'cause once the forms are created, there is no need
 to do so again.  It's just that I ran it on a customer's dev box this
 morning and that is where the number 4 came out.  Interestingly, the
 archive form was there on restart (so it may well have been on cleanup;
 perhaps a double free or free of a null, or some such thing).

 I could do more investigation but then I'd be working for BMC - and not
 getting paid, and I am swamped right now.  For now, I will simply document
 the warnings etc.  Just that it's quite ugly to have to do that.  I did
 have to once before, on an old release and it took 3 or 4 major releases
 'till that problem was fixed.  I finally removed that warning and the
 work-around code :)

 Thanks
 Ben

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
 Sent: May-22-13 11:33
 To: arslist@ARSLIST.ORG
 Subject: Re: Creating Archive forms and ARS stability

 Hi Ben,

 Thats interesting. Here are some thoughts:

 Is there always a crash after 4?
 Is it the same 4 forms? e.g. If you just created 4 other sample forms and
 used those do you get the same crash after 4?
 Do you think its something to do with form number 4? e.g. it didnt like
 diary fields or something like that?
 Or maybe it's due to the weight of data on form 4?

 When it crashes is there a core on the Linux box or is there a stack trace
 in the arerror.log?

 Are you seeing the copycache, in the thread logging, complete before you
 try the next form? You could probably fire up 5 dev studios and get them
 ready to save and try replicating it to a certain degree. Or actually
 maybe a quick driver script?

 Kind regards
 Danny

 Single Sign On (SSO) for the BMC Remedy AR System and ITSM
 http://www.javasystemsolutions.com/jss/ssoplugin

 Hi Folks,



 Environments:

 1) ARS / ITSM 7.6.04 p4 Linux Oracle (customer dev machine - ie
 larger
 than the average VM)

 2) ARS / ITSM 7.6.04 p0 Windows 2003 x64, MS SQL VM
 2 cores (4 cpu to the OS) 8 Gb

 3) ARS / ITSM 8.0.0   p0 Linux Oracle
 VM 2 cores (4 cpu to the OS) 8 Gb



 I create archive forms in an automated way one time but for many forms
 (over
 100 in a full run).  The forms I do this for are all Regular forms:
 not Joins or other forms types.



 In the API it is a simple argument passed to ARSetSchema on the
 non-archive schema.



 I find each creation takes 5 to 7 minutes, takes a huge amount of
 memory on the server - most of which is not released when completed,
 and drives the server CPU quite high to calm down again when
 completed.



 More concern is the fact that ARS crashes occasionally.  For example,
 once after a customer built 4 forms on his development machine the
 server crashed building the 5th.  After it restarted (automatically -
 the common fix these days for bad code in an application) a rerun of
 the job caused no server crashes at all for a subsequent 29ish forms.
 (Just running the creation against the Incident forms).



 On my VMs this also happens on rareish occasions.  If I had to put a
 number on it, it  would average once per 40ish forms - but this is a
 guestimate at best.  It is run once and only once per VM instance and
 I tend to run it against all requests rather than say just Incident.
 Because of snapshots, it is easy enough to rerun this job.



 Obviously, causing a crash is never good, and documentation reading
 this process can cause server crashes is not a good thing J



 I also always restart the server process once the forms are built to
 clean up the memory - also not a good thing to tell customers: that
 after building their archive forms, their server should be restarted
 to clean up leaked memory J



 Of course it is hard to replicate this using Dev Studio as one must

Re: Plugin Fail/Wont load 8.1

[Danny Kellett]

Matthew,

Include double quotes before the D and at the end of the line

Regards
Danny

On 21 May 2013, at 13:46, Moellmer, Matthew matthew.moell...@53.com wrote:

 **
 Seeing an odd issue wondering if anyone can offer assistance? I have a plugin 
 that will not load. I have verified the path and the file does exist.
  
 -  I have commented out the original line in ar.cfg and created a new 
 one in case I had a typo, same problem.
 -  I have copied the dll from a working server, same problem
  
 */UNKNOWN Plug-In Failed to Load: D:\Program Files\BMC 
 Software\ARSystem\areahub.dll
  
 Matthew Moellmer
 Remedy Applications Development
 FTB
  
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Re: OT: An unexpected fork in the road...

[Danny Kellett]

David,

Sad news and I hope whoever takes over your role understand the importance
of having a dependable voice out there in the community. There were, and I
am sure will continue to be, frustrating times when the product/BMC
challenges us and I think you certainly added calm to that storm.

I always found your posts helpful and for that I thank you and wish you
all the luck for the future.
Danny

 Hi All,



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



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



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



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



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



 -David J. Easter
 (Previously) Manager of Product Management, AR System

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

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Re: Replicating ARS Installation on Linux

[Danny Kellett]

Nathan,

This will help for that:
http://www.missingpiecessoftware.com/downloads/viewcategory/5-remedy-restore-tool

regards
Danny

 Thanks guys for the reply.

 Kiran,
 Is there a way to change server name references in db from old_server to
 new_server?
 Actually I don't have a lot of data, but wanted to setup DSO between 2
 servers and wanted to avoid time it takes to install all (CMDB, ITSM, SLM,
 KM etc).

 ~ Nathan



 On Fri, Apr 5, 2013 at 4:40 PM, Hullule, Kiran
 kiran_hull...@bmc.comwrote:

 **

 In addition to the following info, there are also hardcode server name
 references in remedy workflow objects (those are currently in your
 database) you would also need to take care of them as well.

 Better option would be:

 ** **

 Export ARsystem tablespace with expdp or whatever you think is
 better.

 Restore that on proposed remedy database server

 Run remedy installer pointing towards the newly restored database
 server**
 **

 Install rest of the application components one by one.

 Whenever and wherever require remedy application installer will just lay
 down the libraries and binaries instead of touching the actual database
 objects, however this does not mean it won’t remove the hardcode
 references
 , installer will take care of that as well.

 ** **

 This can be good approach in my opinion.

 ** **

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *laurent matheo
 *Sent:* Friday, April 05, 2013 4:13 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Replicating ARS Installation on Linux

 ** **

 ** 

 Hi :)

 I'm not sure it'll be that easy.

 You also have a /etc/arsystem/servername/ folder with armonitor.conf
 file for example.
 Then when you install ARS there are some manual steps to be applied if
 you
 don't install on root, for example some files to be copied, declaring
 RPC
 ports in /etc/rpc/, check the installation guides for a complete
 list.
 You also have a lot of places where the server name is written, in files
 like ar.conf, all the pluginsrv_config.xml files, but also in database
 and some forms (attached files, reports...).

 If you just copy the files like this I doubt you'll be able to just
 start
 ARS.

 As for tomcat I would go for a clean mid-tier installation, should take
 minutes.


 On 05 Apr, 2013,at 11:36 AM, Nathan Brandt nathanrbra...@gmail.com
 wrote:

 **

 Hello,

 ** **

 I installed ARS 7.6.04 on a RHEL 5.3 on top of Oracle.

 Tomcat was installed at /opt/apache and ARS (with all the applications)
 was installed at /opt/bmc. I want to replicate this setup on a different
 machine. Just wanted to know if following would work

 ** **

 1. Using expdp take dump of ARADMIN schema on existing machine

 2. tar zip /opt/bmc and /opt/apache folders on existing machine

 3. Install Oracle on another machine say machine2

 4. Using impdp restore ARADMIN schema on machine2

 5. restore folders /opt/bmc and /opt/apache on machine2

 6. Change ar.conf file to point to correct database

 7. Change license key

 ** **

 Has anyone tried this approach?

 ** **

 ~ Nathan

 _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_


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Re: Import without import tool?

[Danny Kellett]

Hi Kerry,

Remedy Integration Kit. (I think its integration). It's what is used for
the BMC installers. Its like a driver program on steroids. In the
suggested case, it would replace the Remedy Import Tool.

You could have a directory copied to the persons desktop with the Remedy
Import Tool. It doesn't have to be installed.

Or you could write something although the whole maintenance issue with
that type of thing is something you want to think about.

dataimport.bat again doesn't have to live on the server. It can be on
his/her desktop including the mapping. As long as there is java there, you
are good to go.

You might want to speak to Misi to see if his product can take a csv as
well as an arx http://rrr.se/en/products/rrrchive.html

Or if you want to stick to workflow, then create an attachment table for
your person to save to. Then use the save attachment workflow and run
process to execute anything that is server side for example the data
import etc.

Good luck
Regards
Danny

Single Sign On (SSO) for the BMC Remedy AR System and ITSM
http://www.javasystemsolutions.com/jss/ssoplugin




 At the risk of sounding stupid: what/where is RIK?

 Also bear in mind I'm on a 100% bespoke arsystem. There are no OTB
 applications installed.

 I think my best course of action will be to write a super small c# api
 program... I can't see any other way forward at the moment.

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

[Danny Kellett]

Doug,

Looking at the filter log I can see this guide looping because of a goto 
action. Please help me with the run if : 
'Doug' != Fixed AND 'Guinness' != In hand

All the best
Danny


On 6 Mar 2013, at 17:26, Daniel Bloom danielbl...@rogers.com wrote:

 **
 For those of you who were at WWRUG12, you heard Doug mention that he was 
 going to be having an important medical procedure.
 The procedure was actually two operations. The minor one occurred and went 
 fine.
  
 The Major one is tomorrow, Thursday March 7th. Doug is already in Dallas 
 undergoing tests (Medical, not Remedy certifications).
  
 I would like to ask everyone to send Doug some collective good will, prayer 
 to the deity of your choice, Karma, positive meditation,
 bottles of Guinness. Actually I have promised him a keg of it J
  
 He has also asked me to say the following:
 “I just don't want to see the ARSList stray too far from the technical 
 discussion on my account.”
  
 So as the Founder and administrator of the ARSlist, I ask you to please 
 phrase any posts to the list about this as a technical discussion, for 
 example:
 “Best wishes to Doug and hope his active links continue to fire running 
 processes on the Server, how does one do that again?”.
  
 I kid, humour is important, the operation is serious, but is expected to go 
 well.
 Doug went to Dallas because that is where the surgeon that did the first 
 operation went,
 and we do expect him to celebrate the success at WWRUG13 this year.
  
 Daniel
 Friend of Doug
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: iPad App

[Danny Kellett]

Most of the new versions use flash and therefore will be an issue on Apple 
devices.

Other than that you could try using Safari and pointing it to the Mid Tier

On 5 Mar 2013, at 20:05, Mayfield, Andy L. almay...@southernco.com wrote:

 **
 Does anyone know if there’s an app that will work with BMC Remedy User, 
 Action Request System?
  
 Andy L. Mayfield
 Alabama Power Company
 Protection  Control Technician Staff
 Linc # 10*19140
 Cell # 205-288-9140
 Office # 205-226-1846
  
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: LDAP authentication issue

[Danny Kellett]

Fred,

Nice tool. Thanks for the link.

Serouche,

We provide a link to the ldp.exe tool here :
http://www.javasystemsolutions.com/downloads/ldp.exe

It's Microsofts tool we just host it for convenience.

Good luck
Danny

 Serouche,

 The Login Name on an Active Directory LDAP search is usually
 sAMAccountName, so in the configuration form AREA LDAP Configuration the
 User Search Filter would be sAMAccountName=$\USER$

 Make sure in your setup that you should be querying for the login in a
 field called uid.  What Danny said about using Microsoft's LDP tool (as
 part of the Windows Support Tools) or another LDAP tool like the Softerra
 LDAP Browser (http://www.softerra.com/download.htm) is a great
 suggestion.

 Fred

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
 Sent: Tuesday, October 02, 2012 5:58 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: LDAP authentication issue

 Hi,

 Its this line that is the issue:

 */ARSYS.AREA.LDAP FINER ldap_search_ext(dc=ads,dc=domain,dc=org,
 2, uid=testman)

 So under that baseDn, the query uid=testman could not be found.

 Ask your domain admin to check the baseDn and use something like ldp.exe
 to search for uid=testman.

 Kind regards
 Danny

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Maniac
 Sent: Tuesday, October 02, 2012 3:50 AM
 To: arslist@ARSLIST.ORG
 Subject: LDAP authentication issue

 hi list,

 could not find any previous post with the following issue.
 Here is what is in my arplugin.log file
 ...
 1 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7404 */+VL
 AREAVerifyLoginCallback  -- user testman
 2 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7407
 */ARSYS.AREA.LDAP FINEST AREAVerifyLoginCallback
 3 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7409
 */ARSYS.AREA.LDAP FINER ldap_init(hqdcc1.domain.org, 389)
 4 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7411
 */ARSYS.AREA.LDAP FINER connect timeout previously: -1
 5 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7413
 */ARSYS.AREA.LDAP FINER connect timeout used: 4
 6 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7415
 */ARSYS.AREA.LDAP FINER ldap_simple_bind(CN=xsldapro,OU=Service
 Accounts,OU=Location,OU=New Structure,DC=ads,DC=domain,DC=org, hidden)
 7 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7445
 */ARSYS.AREA.LDAP FINEST After the bind
 8 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7447
 */ARSYS.AREA.LDAP FINER ldap_search_ext(dc=ads,dc=domain,dc=org,
 2, uid=testman)
 9 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:43.4920
 */ARSYS.AREA.LDAP FINE We do not know the user
 10 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:43.4923
 */ARSYS.AREA.LDAP FINER LicenseMask=1 LicenseWrite=2 LicenseFTS=0
 LicenseReserved1=0 Notification=3 Email=NULL LoginStatus=1
 ModificationTime=0
 11 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:43.4925
 */ARSYS.AREA.LDAP FINER Groups=NULL
 12 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:43.4927
 */-VLFAIL
 END OF LOG FILE^@
 ...

 who is this We at line 9?
 My config settings are based on what the doc says ('authentication
 chain
 = 'AREA - ARS', cross ref pass is checked also authenticate
 unregistered
 users, RPC port set to 390695)
 The logs show the bind being done (line 7) but then something does not
 know the user ...
 any help/tips on what could be wrong is very much appreciated.
 Regards
 Serouche



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Re: LDAP authentication issue

[Danny Kellett]

Hi,

Its this line that is the issue:

*/ARSYS.AREA.LDAP FINER ldap_search_ext(dc=ads,dc=domain,dc=org,
2, uid=testman)

So under that baseDn, the query uid=testman could not be found.

Ask your domain admin to check the baseDn and use something like ldp.exe
to search for uid=testman.

Kind regards
Danny

 hi list,

 could not find any previous post with the following issue.
 Here is what is in my arplugin.log file
 ...
 1 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7404 */+VL
 AREAVerifyLoginCallback  -- user testman
 2 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7407
 */ARSYS.AREA.LDAP FINEST AREAVerifyLoginCallback
 3 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7409
 */ARSYS.AREA.LDAP FINER ldap_init(hqdcc1.domain.org, 389)
 4 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7411
 */ARSYS.AREA.LDAP FINER connect timeout previously: -1
 5 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7413
 */ARSYS.AREA.LDAP FINER connect timeout used: 4
 6 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7415
 */ARSYS.AREA.LDAP FINER ldap_simple_bind(CN=xsldapro,OU=Service
 Accounts,OU=Location,OU=New Structure,DC=ads,DC=domain,DC=org, hidden)
 7 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7445
 */ARSYS.AREA.LDAP FINEST After the bind
 8 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:38.7447
 */ARSYS.AREA.LDAP FINER ldap_search_ext(dc=ads,dc=domain,dc=org,
 2, uid=testman)
 9 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:43.4920
 */ARSYS.AREA.LDAP FINE We do not know the user
 10 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:43.4923
 */ARSYS.AREA.LDAP FINER LicenseMask=1 LicenseWrite=2 LicenseFTS=0
 LicenseReserved1=0 Notification=3 Email=NULL LoginStatus=1
 ModificationTime=0
 11 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:43.4925
 */ARSYS.AREA.LDAP FINER Groups=NULL
 12 PLGN TID: 05 RPC ID: 000299 Queue: AREA  
 Client-RPC: 390695 /* Tue Oct 02 2012 10:40:43.4927
 */-VLFAIL
 END OF LOG FILE^@
 ...

 who is this We at line 9?
 My config settings are based on what the doc says ('authentication chain
 = 'AREA - ARS', cross ref pass is checked also authenticate unregistered
 users, RPC port set to 390695)
 The logs show the bind being done (line 7) but then something does not
 know the user ...
 any help/tips on what could be wrong is very much appreciated.
 Regards
 Serouche

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Re: Analytics 7.6.04 and MySQL

[Danny Kellett]

I think John meant the AR Server using MySQL

 This has been part of the system since at least 2007, that I know of..

 On Mon, Sep 17, 2012 at 12:07 PM, John Baker
 jba...@javasystemsolutions.com
 wrote:

 So there you go, it is supported. I should probably try installing boxi
 one day instead of asking someone to do it for me :)

 MySQL is a super database. 13 years ago, no-one took it seriously and
 now
 even SAP have embraced it.

 Any news on whether ARS8 will support it?


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 --
 Patrick Zandi

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Re: driver.exe, row counts...

[Danny Kellett]

Does it use rownum? I think that's how you do it via SQL if I remember correctly

On 30 Aug 2012, at 17:04, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil 
wrote:

 Yes...SQL...I'm curious how it handles the same situation in Oracle...
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
 Sent: Thursday, August 30, 2012 8:26 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: driver.exe, row counts...
 
 One thing to remember ... Oracle does not support TOP, so I didn't think 
 Remedy would be using it.  (Is your example from the SQL log on the server?)
 
 Fred
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
 Sent: Thursday, August 30, 2012 7:50 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: driver.exe, row counts...
 
 Misi,
 I tend to agree with you, but in the last several years I found MANY things 
 that the Remedy server does poorly...I'll give you an example.
 
 You need to get the sum of a particular table column via filter with the 
 default server side table chunk of 1000, and you have 200,000 records in the 
 table.
 
 Issuing a SELECT SUM(COLUMN) FROM TABLE WHERE QUALIFICATION returns the 
 result in sub second.
 
 If you however do a set-field COLSUM(COLUMN), it's interesting to watch the 
 Remedy server do its thing and how it does itaccording to the docs, the 
 server side table chunk size is used to manage memory, but in this situation 
 it actually causes NO memory savings, and causes the entire process to take 
 WAYYY T long...basically what it does is
 
 SELECT TOP 1001 C1, C2, C3, etc FROM TABLE WHERE QUALIFICATION
 
 Where C1-x are the columns in the table.  Then it determines that there are 
 more records than that, so it adds 1000 to the select
 
 SELECT TOP 2001 C1, C2, C3, etc FROM TABLE WHERE QUALIFICATION
 
 Again, determining that it needs more records
 
 Etc
 
 It continues issuing queries until the 'top' is high enough to select all of 
 the records, each subsequent select taking more time than the last.  I have 
 seen this process take over 10 minutes with a single transaction in a custom 
 system I was working on at the time.  Converting COLSUM set-field calls to 
 SELECT SUM calls greatly enhanced the performance and scalability of the 
 process.
 
 I agree with you that things should be done 'inside' the Remedy framework 
 where that doesn't significantly impact performance of the process, but I 
 have come across countless situations in the last several years that pushed 
 Remedy beyond its boundaries and needed 'help' from other methods of doing 
 things to get them done properly.  In fact I'm presenting one of those @ RUG 
 this year :)
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
 Sent: Wednesday, August 29, 2012 10:14 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: driver.exe, row counts...
 
 Hi,
 
 Well, this particular code might very well work across databases.
 
 The other main concern with Direct SQL is that it is untraceable by the AR 
 System. The AR System does not understand what you are doing, and you can not 
 use AR tools to trace and analyze it in the same way as other workflow.
 
 Then we have the issue of going straight at the T-tables, and other things 
 related to datatype-conversion for timestamps, enum-values
 
 You will also be bypassing permissions.
 
 I am convinced that using the ARAPI and the provided AR-workflow-actions is 
 worth some effort in lieu of direct SQL. Even if it would mean some small 
 performance hit.
 
 In this specific case, it much depends on the nomber of records in the table.
 
Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
 
 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.
 
 -Original Message-
 It might be faster, but it is direct SQL and may not work on any 
 database...
 
 select count(*) from HPD_Help_Desk
 
 Does Remedy support a database where the above ANSI SQL won't work?
 
 I suppose if ARS implements view names for their tables differently in 
 another database, it would not be HPD_Help_Desk, but does anyone 
 know of which database that would be? Just curious because the above 
 works on Oracle and SQL Server.
 
 Dale Hurtt
 
 
 
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Re: VM Clone for ARS 7.6.04

[Danny Kellett]

Hi,

I am on holiday so answering this on my phone. But the important part is
getting the vm correct before you clone it.

So, we utilise the local hosts file and call the system ars01. So when you
install AR Server, you always call it that and it can resolve to itself.
That way you won't have to mess around with trying to find the references
in conf/xml/DB and change them after the clone. *You do have to change one
or two things but not much*.

We have both remote and local Oracle instances. For the remote ones, the
tnsnames.ora will be one of the things you will have to update to point to
your instance on the grid. So when you have finished making your clone,
export it so when you need a new clone, create an Oracle instance on the
grid and import the DB so your new vm has a fresh ARSystem db to play
with.

Second, the default web path may need updating in the ar.conf as this is
embedded with emails that get sent out etc.

When you are ready, use vcenter to convert to template. Then make sure
you deploy by right clicking the template and deploy to virtual machine.
This, with a Windows vm, will run something called sysprep automatically
which is worth googling about just to know what it does and why its needed
but if you deploy this way you wont have to worry about it.

Add an entry in the DNS server for your new name and set it to the new IP
of your cloned machine. Make sure you dont have an entry in the DNS as
ars01. You never want any TCP packets looking on the network for it :)

Add IP-Name: The server name you have given it in DNS in the ar.conf

restart.

Thats about all I can remember.
Good luck
Danny



 Danny,

 Do you mind to share your steps on this approach?  Is your system (apps
 server) and DB on the same system or separate?

 Thanks


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Re: OT: Externally available doc (was: How to check Remedy Logins that are using Web Service)

[Danny Kellett]

Why would anyone in BMC think that their competitors wouldn't have the 
software, documentation etc? So I see no really reason to keep it to people who 
pay money.

It also brings back the old conversation of having a developer license so 
people could learn independently. The only option is get a job with a customer 
or partner and get the software/documents that way.

Let's hope there is a positive change 


On 17 Aug 2012, at 01:51, John Sundberg john.sundb...@kineticdata.com wrote:

 Ok thx for info.
 
 If they are looking for votes - I vote the API should be openly documented 
 and marketed and pushed to the larger community. I think it would be a 
 positive for BMC ITSM/ Remedy to work easily with the bigger environment.
 
 And side note - I can think of ZERO that would be lost by BMC by making it 
 available.
 
 Oh - except for the trade secret that BMC uses integers for their Status 
 field.
 
 
 -John
 
 Sent from my iPhone
 
 On Aug 16, 2012, at 6:06 PM, Easter, David david_eas...@bmc.com wrote:
 
 Currently, BMC Legal designates BMC documentation as intellectual property 
 that is only available to customers with a valid Support contract.  Thus it 
 is protected behind Support Central and not publicly available.
 
 A change in this interpretation is being considered (for about 2 years now). 
  If it does change, I'll let the list know.
 
 -David J. Easter
 Manager of Product Management, AR System
 BSM  Atrium Solutions Management
 BMC Software, Inc.
 
 The opinions, statements, and/or suggested courses of action expressed in 
 this E-mail do not necessarily reflect those of BMC Software, Inc.  My 
 voluntary participation in this forum is not intended to convey a role as a 
 spokesperson, liaison or public relations representative for BMC Software, 
 Inc.
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
 Sent: Monday, August 13, 2012 1:54 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: How to check Remedy Logins that are using Web Service
 
 Just wondering - any reason why BMC does not have an external facing version 
 of their Javadoc???
 I always seem to search and find it on JavaSystemSolutions site - but never 
 on BMC.
 
 From: 
 http://www.javasystemsolutions.com/documentation/thirdparty/arapi/constant-values.html#com.remedy.arsys.api.Constants.AR_FUNCTION_LENGTHC
 
 
 
 public static final intAR_CLIENT_TYPE_ALERT21
 public static final intAR_CLIENT_TYPE_APPROVAL7
 public static final intAR_CLIENT_TYPE_CACHE15
 public static final intAR_CLIENT_TYPE_CHANGE_ID4009
 public static final intAR_CLIENT_TYPE_CHANGE_SEL4008
 public static final intAR_CLIENT_TYPE_DISPATCHER4001
 public static final intAR_CLIENT_TYPE_DIST16
 public static final intAR_CLIENT_TYPE_DRIVER4000
 public static final intAR_CLIENT_TYPE_DSO5
 public static final intAR_CLIENT_TYPE_EIE13
 public static final intAR_CLIENT_TYPE_END_OF_PRODUCT3999
 public static final intAR_CLIENT_TYPE_END_OF_RESERVED_RANGE5000
 public static final intAR_CLIENT_TYPE_FLASHBOARDS11
 public static final intAR_CLIENT_TYPE_FLASHBOARDS_MID_TIER12
 public static final intAR_CLIENT_TYPE_HELP4002
 public static final intAR_CLIENT_TYPE_IMPORT_CMD19
 public static final intAR_CLIENT_TYPE_JANITOR4003
 public static final intAR_CLIENT_TYPE_MAIL18
 public static final intAR_CLIENT_TYPE_MAIL_DAEMON22
 public static final intAR_CLIENT_TYPE_MENU4004
 public static final intAR_CLIENT_TYPE_MID_TIER9
 public static final intAR_CLIENT_TYPE_ODBC6
 public static final intAR_CLIENT_TYPE_PALM_PILOT10
 public static final intAR_CLIENT_TYPE_PRE_501
 public static final intAR_CLIENT_TYPE_RELOAD14
 public static final intAR_CLIENT_TYPE_REPORT_PLUGIN20
 public static final intAR_CLIENT_TYPE_RUN_MACRO17
 public static final intAR_CLIENT_TYPE_SIM_PUBLISHING_SERVER28
 public static final intAR_CLIENT_TYPE_SIM_SME29
 public static final intAR_CLIENT_TYPE_SQLED4007
 public static final intAR_CLIENT_TYPE_STRUCT4005
 public static final intAR_CLIENT_TYPE_TEXT4006
 public static final intAR_CLIENT_TYPE_UNKNOWN0
 public static final intAR_CLIENT_TYPE_UNPRODUCTIZED_START4000
 public static final intAR_CLIENT_TYPE_WAT2
 public static final intAR_CLIENT_TYPE_WEB_SERVER8
 public static final intAR_CLIENT_TYPE_WEBSERVICE34
 public static final intAR_CLIENT_TYPE_WIP4
 public static final intAR_CLIENT_TYPE_WUT3
 
 
 
 
 -John
 
 
 
 
 On Aug 13, 2012, at 3:47 PM, Joe Martin D'Souza jdso...@shyle.net wrote:
 
 That's what I was thinking too as most of the lower client types were 
 already exhausted before WS was even available as a client type.
 
 One easy way to confirm whether it is 8 or 34 is to 

Re: rrrChive with the CMDB

[Danny Kellett]

Hi Carl,

At the moment this is just an export and therefore just exporting to an
ARX file. But thanks for the reply.

Nice licensing product by the way!
Kind regards
Danny

 Hi Danny,
 have you tried on the Base Element form (same for Base Relationship)?

 I would think you would have issues with importing to the join.

 Cheers
 Carl

 http://www.missingpiecessoftware.com/

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
 Sent: 02 July 2012 11:33
 To: arslist@ARSLIST.ORG
 Subject: rrrChive with the CMDB

 Hi List,

 Trying to export CMDB data with rrrChive. Anyone tried or had issues with
 this?

 I have a qual: ('Company' = Bluechip) AND ('400127400' = BMC.ASSET)
 AND ('400079600' = BMC_COMPUTERSYSTEM)

 But I get this:

 ARLoadARQualifierStruct(server=DIR, form=BMC.CORE:BMC_ComputerSystem,
 qual=('Company' = Bluechip) AND ('400127400' = BMC.ASSET) AND
 ('400079600' = BMC_COMPUTERSYSTEM))

   API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details

  ARStatusList: contains 1 messages

   Number: ARERR 666001

   Message: Could not find field.

   Append: BMC.CORE:BMC_ComputerSystem:('Company' = Bluechip) :Company

 I have tried with the field id too of: 11 but still the same.

 The field is on the join form of computer system. Is there a problem with
 joins and rrrChive?

 Anyway, just thought I would ask.
 Thanks
 Danny

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Re: rrrChive with the CMDB

[Danny Kellett]

Hi Misi,

Thanks for the reply and the free tool.

I was using this to get the CMDB data to an ARX file really and was
puzzelled by the ARAPI call not thinking there is a Company field on the
join. But it you dont support it then I will follow Carls recommendation
and go from the base forms.

thanks
Danny

 Hi,

 RRR|Chive is designed to work with Regular forms only. Join forms does not
 work.

 Loading the qualifier should work though, so problems would come later.

 We have no plans of adding join form functionality to RRR|Chive, as it is
 a low level data transfer tool, and a join form always brings it data from
 one or more regular forms.

 The solution would be as Carl suggests - go for the core form instead.

 I guess there should be an earlier check and ERROR about join forms in
 RRR|Chive though...

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

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

 Hi Danny,
 have you tried on the Base Element form (same for Base Relationship)?

 I would think you would have issues with importing to the join.

 Cheers
 Carl

 http://www.missingpiecessoftware.com/

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
 Sent: 02 July 2012 11:33
 To: arslist@ARSLIST.ORG
 Subject: rrrChive with the CMDB

 Hi List,

 Trying to export CMDB data with rrrChive. Anyone tried or had issues
 with
 this?

 I have a qual: ('Company' = Bluechip) AND ('400127400' = BMC.ASSET)
 AND ('400079600' = BMC_COMPUTERSYSTEM)

 But I get this:

 ARLoadARQualifierStruct(server=DIR, form=BMC.CORE:BMC_ComputerSystem,
 qual=('Company' = Bluechip) AND ('400127400' = BMC.ASSET) AND
 ('400079600' = BMC_COMPUTERSYSTEM))

   API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details

  ARStatusList: contains 1 messages

   Number: ARERR 666001

   Message: Could not find field.

   Append: BMC.CORE:BMC_ComputerSystem:('Company' = Bluechip) :Company

 I have tried with the field id too of: 11 but still the same.

 The field is on the join form of computer system. Is there a problem
 with
 joins and rrrChive?

 Anyway, just thought I would ask.
 Thanks
 Danny

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Re: rrrChive with the CMDB

[Danny Kellett]

Hi Misi,

source_server   = cmdbServerAtACustomerSite
source_tcp  = 7711
source_user = dkellett
source_password = PROMPT
source_form = BMC.CORE:BMC_ComputerSystem
target_dir  = f:\exp
target_form = BMC.CORE:BMC_ComputerSystem
qual= ('Company' = Bluechip) AND ('400127400' = BMC.ASSET)
AND ('400079600' = BMC_COMPUTERSYSTEM)
transfertype= SYNCTOTARGET
logfile = CS.log
loglevel= DEBUG
progressbar = YES

But yes I understand that a normal join can not be imported to etc but the
CMDB has filters (invoke cmdb engine) to import data on MERGE.

I just found this utility that looked easy to use and thought I would give
it a go. So well done Misi, its a good tool, just wish I could use it to
keep two CMDB's in sync :)

If the list is getting bored then I am happy to take this off list I just
thought that I would post that here as I couldn't find anyone that had
used this tool to sync the CMDB and if we can share the information then
great!

Will try this at the regular forms too and let you know if I get the same
error.

Thanks again
Danny

 Hi,

 Sorry, I should have spotted this before...

 The source server is set to DIR, meaning a directory with ARX-files,
 right?

 I would suspect that the ARX-file uses the database names of the fields,
 so you have to specify those in lieu of labels.

 Please give us the first 5 lines of the ARX-file in question!

 The error does not come from the AR Server, it comes from the
 RRR|Chive-server-simulator parsing the ARX-file...

  Best Regards - Misi, RRR AB, http://rrr.se

 Hi List,

 Trying to export CMDB data with rrrChive. Anyone tried or had issues
 with
 this?

 I have a qual: ('Company' = Bluechip) AND ('400127400' = BMC.ASSET)
 AND ('400079600' = BMC_COMPUTERSYSTEM)

 But I get this:

 ARLoadARQualifierStruct(server=DIR, form=BMC.CORE:BMC_ComputerSystem,
 qual=('Company' = Bluechip) AND ('400127400' = BMC.ASSET) AND
 ('400079600' = BMC_COMPUTERSYSTEM))

   API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details

  ARStatusList: contains 1 messages

   Number: ARERR 666001

   Message: Could not find field.

   Append: BMC.CORE:BMC_ComputerSystem:('Company' = Bluechip) :Company

 I have tried with the field id too of: 11 but still the same.

 The field is on the join form of computer system. Is there a problem
 with
 joins and rrrChive?

 Anyway, just thought I would ask.
 Thanks
 Danny

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rrrChive with the CMDB

[Danny Kellett]

Hi List,

Trying to export CMDB data with rrrChive. Anyone tried or had issues with
this?

I have a qual: ('Company' = Bluechip) AND ('400127400' = BMC.ASSET)
AND ('400079600' = BMC_COMPUTERSYSTEM)

But I get this:

ARLoadARQualifierStruct(server=DIR, form=BMC.CORE:BMC_ComputerSystem,
qual=('Company' = Bluechip) AND ('400127400' = BMC.ASSET) AND
('400079600' = BMC_COMPUTERSYSTEM))

  API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details

 ARStatusList: contains 1 messages

  Number: ARERR 666001

  Message: Could not find field.

  Append: BMC.CORE:BMC_ComputerSystem:('Company' = Bluechip) :Company

I have tried with the field id too of: 11 but still the same.

The field is on the join form of computer system. Is there a problem with
joins and rrrChive?

Anyway, just thought I would ask.
Thanks
Danny

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Re: [Mid Tier] How to release an occupied TCP Port?

[Danny Kellett]

Hi,

Try netstat -tulpn

Regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mark Milke
Sent: 02 April 2012 10:22
To: arslist@ARSLIST.ORG
Subject: [Mid Tier] How to release an occupied TCP Port?

Hello there,

I'm using a Linux RedHat Server. I had Tomcat 5 running Mid tier 7.5 on port
8000 of the local machine. We've upgraded to 7.6.4 and want to keep the Mid
tier on port 8000, however since the installer recommended an upgrade to
Tomcat 6 the installer couldn't install Mid tier on port 8000, because the
port was occupied. So we let him use to port 8080. and the installation was
successful.

Afterwards we've removed all Tomcat 5 rpm packages, but the port 8000 is
still occupied. netstat -tan|grep :800 says:

tcp 0 0 :::8000 :::* LISTEN

How to figure out who is using the port and how to get rid of him?

Thanks
Mark


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Re: How to release an occupied TCP Port?

[Danny Kellett]

Hi,

I would have expected it to show you the process that was listening so you
could kill it.

e.g.

tcp0  0 0.0.0.0:80  0.0.0.0:*   LISTEN
1607/apache2

Do this:

ps-ef | grep java

then kill -9 the first PID number, one by one until there isn’t anything
listening on 8000

regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mark Milke
Sent: 02 April 2012 11:18
To: arslist@ARSLIST.ORG
Subject: Re: How to release an occupied TCP Port?

Thanks for your replay Danny. It says tcp 0 0 :::8000 :::* LISTEN - What
does this tell me? How do I stop this zombie from using this port?

Thanks
Mark

On Apr 2, 12:06 pm, Danny Kellett
danny.kell...@strategicworkflow.com wrote:
 Hi,

 Try netstat -tulpn

 Regards
 Danny







 -Original Message-
 From: Action Request System discussion list(ARSList)

 [mailto:arsl...@arslist.org] On Behalf Of Mark Milke
 Sent: 02 April 2012 10:22
 To: arsl...@arslist.org
 Subject: [Mid Tier] How to release an occupied TCP Port?

 Hello there,

 I'm using a Linux RedHat Server. I had Tomcat 5 running Mid tier 7.5 
 on port
 8000 of the local machine. We've upgraded to 7.6.4 and want to keep 
 the Mid tier on port 8000, however since the installer recommended an 
 upgrade to Tomcat 6 the installer couldn't install Mid tier on port 
 8000, because the port was occupied. So we let him use to port 8080. 
 and the installation was successful.

 Afterwards we've removed all Tomcat 5 rpm packages, but the port 8000 
 is still occupied. netstat -tan|grep :800 says:

 tcp 0 0 :::8000 :::* LISTEN

 How to figure out who is using the port and how to get rid of him?

 Thanks
 Mark

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Re: Mit tier 7.6.4 as Apache + Tomcat?

[Danny Kellett]

Hi,

What is the stdout.log say?

There really is no need for apache. All of MidTier code is jsp.

What happens when you connect to tomcat directly on 8080

e.g. tomcatInstance:8080/arsys/home

regards

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mark Milke
Sent: 02 April 2012 14:27
To: arslist@ARSLIST.ORG
Subject: Mit tier 7.6.4 as Apache + Tomcat?

Hello there,

we're on 7.6.4 SP3. On our test Red Hat server we have apache 2.2.3 and
tomcat 6. We can't get the to work. My UNIX Admin checked and confirmed that
the tomcat is forwarding the request to tomcat, but for some reason the
tomcat is not responding. HTTP Error 500 Service Temporarily Unavailable.
Any ideas how to fix this?


Mark


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Re: help: srm add to cart gets 623 authentication error

[Danny Kellett]

Sounds like the request is going to a different server. Has the db been
restored from a different environment?

 

Are you using any form of AREA?

 

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: 21 March 2012 22:06
To: arslist@ARSLIST.ORG
Subject: help: srm add to cart gets 623 authentication error

 

** ENV:: solaris: 10, oracle on server,  ars 7.5 midtier 7.6, itsm 7.6.03 or
so.. 

We have been working like crazy with this issue all day.. 
we have reset the password for application service, midtier service, slm
module, 
We have cleared 1million pounds of cache, too bad it is not in my car.. 

you can login, 
you can go to SRM
but if you add to cart, or submit with data.. Wham..  623 slaps you down.

We have no idea what happened..

Throw me a BONE



-- 
Patrick Zandi
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Re: Permission's mismatch between User and people form

[Danny Kellett]

Hi,

 

Open the people permissions form. (Sorry cant remember the actual name, not
in front of ITSM) and add the persons details there. Those tables in the
People form do not look at the User form for the group / permission info.

 

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sam Anderson
Sent: 19 March 2012 20:27
To: arslist@ARSLIST.ORG
Subject: Permission's mismatch between User and people form

 

** Hi All,

ITSM Version:7.6
DB:SQL

What could be the possible cause for the following 
Problem:Permission found in User form are not in People form. 
EX:1.User has Incident Master permission in user form but Only Incident user
permission in people form
2.Change user present in user form but no change permission in people form.

-- 
Thanks  Regards
Sam

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Re: Tomcat URL Redirect question

[Danny Kellett]

I think you could use mod_rewrite for that. I don't have an example but it
might be worth googling

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: 16 March 2012 19:25
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat URL Redirect question

 

** 

 

If you are open to using an unsupported freeware, you should be able to do
what you want to with a utility called portforward. A google search should
find this for your OS.

 

Its simple to use..

 

Joe

 

From: Pruitt, Christopher (Bank of America Account)
mailto:christopher.pru...@hp.com  

Sent: Friday, March 16, 2012 3:06 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Tomcat URL Redirect question

 

** 

I am hoping someone on this list has done this before and can provide some
quick answers.

 

We are setting up a several new Mid-Tier servers along with several new AR
System Servers. The Mid-Tier servers will have a load balancer hardware in
front of it.  What I have been asked to do is to set up Tomcat on these two
new Mid-Tier servers so that Tomcat has the ability to evaluate the URL the
user is coming in on from the internet and redirecting that user to a
specific server. 

 

This is what we are planning. We have two servers ARServer A and ARServer B
and the user uses the URL www.Iwant ServerA.com
http://www.iwant%20servera.com/  we want Tomcat to redirect them to
ARServerA (SUN) if they use a different URL say www.Iwant ServerB.com
http://www.iwant%20serverb.com/  Tomcat would redirect them to ARServerB
(HP). 

 

Is this possible in Tomcat? If so, where can I find the instructions on how
to do that?

 

We are running 

Two UNIX Servers One server is a SUN OS 5.9 and the other server is an HP-UX
11i v3 and both have AR Server 7.1 patch 11 installed.

Two Windows Server 2008 64 Bit R2 Enterprise Edition running Apache Tomcat
5.5.25 Server

Christopher Pruitt 
Business Consulting III 

HP Enterprises Services
christopher.pru...@hp.com
www.hp.com http://www.hp.com/  



 

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

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image001.jpg

Re: User Login Alias

[Danny Kellett]

Hi,

Yes the 117 method is not going to help. This is where you have AREA (external 
authentication) and the user types one name that matches the login name, then 
if 117 is populated, it's that value that is sent to the AREA.

So that's not what you want.

I guess this is why BMC built the CTM:People form, so the application can use 
the first and last name.

This also doesn't have anything to do with SSO, as you correctly stated, as SSO 
is about identifying the user record with a central source. After you have 
logged in then the authentication method doesn't matter.

If you are using your own designed app, then create something like the people 
form and have the login name hidden in the field so you have the unique 
reference back. Otherwise I am not sure how you will be able to do this.

Kind regards
Danny

Single Sign On (SSO) for BMC  HP
http://www.javasystemsolutions.com/jss/ssoplugin


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: 24 February 2012 14:03
To: arslist@ARSLIST.ORG
Subject: User Login Alias

ITSM 7.6.04 sp2 Oracle RedHat WebLogic

Current customer would like users to authenticate in Remedy using a special 
network login ID but then have their full name be used when creating/updating 
records. I trie using the special field Authentication Alias (117) on the User 
Form would provide this functionality but it provides ths opposite of what is 
required. According to BMC the functionality we are looking for is not possible 
unless we do some custom coding in the midtier. I think they are talking about 
an SSO solution but am looking for other possible solutions.

Thank you

Frank Caruso

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Re: 39695 : An error has occurred while loading a plug-in. (ARERR 8756)

[Danny Kellett]

Hi,

 

Is this a plugin you have created? If so then what java version do you need?

 

This looks like a mix of java types and versions. I would use the most
recent. Or try each of them in turn and see if it works J

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo
Sent: 15 February 2012 15:49
To: arslist@ARSLIST.ORG
Subject: 39695 : An error has occurred while loading a plug-in. (ARERR 8756)

 

** 

Dear listers,

 

This is a 7.1 server on a solaris 10 machine.

 

I get this error when starting the server. If failed to load the libjvm.so
library.

 

Tue Feb 14 09:03:28 2012  390695 : An error has occurred while loading a
plug-in. (ARERR 8756)
Tue Feb 14 09:03:28 2012 ld.so.1: arplugin: fatal: libjvm.so: open
failed: No such file or directory

 

There a KB# which states that you need to add the path to this library to
the LD_LIBRARY variable and that should resolve the problem.


I did a find on the file system and I get few of them. Does anyone knows
which one to include?

 

./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/server/libjvm.so
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/client/libjvm.so
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/libjvm.so
./usr/openv/java/jre/lib/sparc/server/libjvm.so
./usr/openv/java/jre/lib/sparc/client/libjvm.so
./usr/openv/java/jre/lib/sparc/libjvm.so
./usr/openv/java/jre/lib/sparcv9/server/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/client/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/server/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparcv9/server/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/server/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/client/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparcv9/server/libjvm.so

 

Thanks
frex

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Re: 39695 : An error has occurred while loading a plug-in. (ARERR 8756)

[Danny Kellett]

./usr/jdk/jdk1.6.0_06/jre/lib/sparc/

 

I would start the arplugin from the command line if this fails again just to
see if there are any dependencies on this version of libjvm

 

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo
Sent: 15 February 2012 16:05
To: arslist@ARSLIST.ORG
Subject: Re : 39695 : An error has occurred while loading a plug-in. (ARERR
8756)

 

** 

This is the java we are running:

$ java -version
java version 1.6.0_07
Java(TM) SE Runtime Environment (build 1.6.0_07-b06)
Java HotSpot(TM) Server VM (build 10.0-b23, mixed mode)

 

But not quite sure which one to include from the list!

 

De : Danny Kellett danny.kell...@strategicworkflow.com
À : arslist@ARSLIST.ORG 
Envoyé le : Mercredi 15 février 2012 16h53
Objet : Re: 39695 : An error has occurred while loading a plug-in. (ARERR
8756)

 

** 

Hi,

 

Is this a plugin you have created? If so then what java version do you need?

 

This looks like a mix of java types and versions. I would use the most
recent. Or try each of them in turn and see if it works J

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo
Sent: 15 February 2012 15:49
To: arslist@ARSLIST.ORG
Subject: 39695 : An error has occurred while loading a plug-in. (ARERR 8756)

 

** 

Dear listers,

 

This is a 7.1 server on a solaris 10 machine.

 

I get this error when starting the server. If failed to load the libjvm.so
library.

 

Tue Feb 14 09:03:28 2012  390695 : An error has occurred while loading a
plug-in. (ARERR 8756)
Tue Feb 14 09:03:28 2012 ld.so.1: arplugin: fatal: libjvm.so: open
failed: No such file or directory

 

There a KB# which states that you need to add the path to this library to
the LD_LIBRARY variable and that should resolve the problem.


I did a find on the file system and I get few of them. Does anyone knows
which one to include?

 

./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/server/libjvm.so
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/client/libjvm.so
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/libjvm.so
./usr/openv/java/jre/lib/sparc/server/libjvm.so
./usr/openv/java/jre/lib/sparc/client/libjvm.so
./usr/openv/java/jre/lib/sparc/libjvm.so
./usr/openv/java/jre/lib/sparcv9/server/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/client/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/server/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparcv9/server/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/server/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/client/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparcv9/server/libjvm.so

 

Thanks
frex

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Re: Midtier SSO for 7.6.04 64bit

[Danny Kellett]

Hi Shawn,

I did reply to explain there shouldn’t be any problem as the C plugin server is 
still 32 bit and I will be happy to help with whatever issues he is having. 
Compiling or otherwise. 

We don’t always push our product, I am, and have been, an AR System guy long 
before an SSO architect :)

Thanks for the kind words
Danny

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 14 February 2012 15:55
To: arslist@ARSLIST.ORG
Subject: Re: Midtier SSO for 7.6.04 64bit

I'm surprised that the JSS guys haven't responded to you, but we use their 
product and it works well.  It was cheaper to simply purchase that than to 
spend time trying to get BMC's solution to work with the oddities in my 
environment.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of E. Thornton
Sent: Monday, February 13, 2012 12:52 PM
To: arslist@ARSLIST.ORG
Subject: Midtier SSO for 7.6.04 64bit

Has anyone implemented Midtier SSO in a 64bit environment?  I have been using a 
modified version of code provided by BMC. It was written for 32bit systems and 
errors out when attempting to use it on a 64bit system. I just wanted to know 
if  there are any solutions out there for 64bit environments.

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Re: Midtier SSO for 7.6.04 64bit

[Danny Kellett]

Hi,

What are the errors? I think the BMC open source code is for the C plugin which 
is still 32 bit even on the latest builds. So it should work.

Regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of E. Thornton
Sent: 13 February 2012 18:52
To: arslist@ARSLIST.ORG
Subject: Midtier SSO for 7.6.04 64bit

Has anyone implemented Midtier SSO in a 64bit environment?  I have been using a 
modified version of code provided by BMC. It was written for 32bit systems and 
errors out when attempting to use it on a 64bit system. I just wanted to know 
if  there are any solutions out there for 64bit environments.

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Re: overview console random authentication errors

[Danny Kellett]

Hi,

 

Do you have more than one mid tier with a load balancer? If so then try the url 
of the individual mid tiers and see if you still get this.

 

The 623 message is a generic one, even if the mid tier can not connect to the 
AR Server, it will still give you a 623 sometimes.

Regards

Danny

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: 16 January 2012 16:54
To: arslist@ARSLIST.ORG
Subject: overview console random authentication errors

 

** 

We are on ITSM 7.6.03 patch001, ARS 7.6.03p002, Windows 2008, Oracle 11g.

 

We are seeing at random when users click refresh on the overview console or 
sometimes immediately after they login and when the overview console is 
rendering,   users are getting

ERROR (623): Authentication failed error message.

If they wait for some time and try again they could see the tickets in their 
overview console without any issue.

I am suspecting may be the plugin crashed or timed out and threw the misleading 
authentication error message.

Does any one have experienced this issue?

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Re: LDAP CONFIG - Questions

[Danny Kellett]

Hi,

 

Answers below.

Kind regards

Danny

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bajwa, Ibrar
Sent: 12 January 2012 18:50
To: arslist@ARSLIST.ORG
Subject: LDAP CONFIG - Questions

 

** 

Hi All,

 

I had a few questions for LDAP config on 7.6.04.

 

-  Out of the box, BMC has one adapter for config and may only be used 
for 1 target?

No, you can have multiple AREA plugins configured in the ar.conf

-  If LDAP is already configured for 1 tenancy, effort wise:  is it a 
lot of work to replicate the same LDAP config for a second tenancy? (let’s say 
everything in the second ldap is same as first. Just a different domain, the 
connection between the second LDAP being configured is already made because it 
is being used for username  password only rite, basically we would like to 
pull all the fields  rather than just username and password from a user’s 
account in AD).

Yes, have a look at this BMC Support link

https://kb.bmc.com/infocenter/index?page=content 
https://kb.bmc.com/infocenter/index?page=contentid=KA288124actp=searchviewlocale=en_USsearchid=1326450530060
 id=KA288124actp=searchviewlocale=en_USsearchid=1326450530060

 

 

We have 2 domains. Domain 1 is already configured fully (with all the fields), 
domain 2 is already configured for authentication of password and username. We 
would like to pull all the fields from a user’s AD account.

 

Any assistance would be appreciated. If you require more information, please do 
ask. I was unable to find a guide on BMC, so if anyone has a guide for the 
whole process, it would be appreciated.

 

Ibrar Bajwa

Remedy Analyst

 

Brookfield Corporate Operations

Technology Services

1 Adelaide Street East, Suite 1400, Toronto, ON M5C 2V9

T 416.649.8249, F 416.649.8245

ibrar.ba...@brookfield.com

 

Brookfield Logo

 

View Important disclosures and information about our e-mail policies here 
http://www.brookfield.com/emaildisclaimer .

 

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image001.gif

Re: AREA LDAP logging question

[Danny Kellett]

Hi JD,

 

You found the areahub loading but not the arealdap.

 

ARSYS.AREA.HUB

 

You need 

 

ARSYS.AREA.LDAP

 

So there is your issue. Add the following line to your ar.cfg

 

AREA-Hub-Plugin: D:\Program Files\BMC
Software\ARSystem\arealdap\arealdap.dll

 

Then restart. That should do it. Just a final point, if you are not using
any other external authentication plugin, or you only have one arealdap
configured, then there is no reason to have the hub configured.

Hope this helps, kind regards.

Danny

 

Single Sign On (SSO) for the BMC Remedy AR System and ITSM

http://www.javasystemsolutions.com/jss/ssoplugin

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: 23 December 2011 00:37
To: arslist@ARSLIST.ORG
Subject: Re: AREA LDAP logging question

 

** Ok, I just tried that with logging on and I see:

 

PLGN TID: 005276 RPC ID: 00 Queue: Dispatcher Client-RPC:
00 /* Thu Dec 22 2011 19:16:06.3790 */AREAPlug-In Loaded:
ARSYS.AREA.HUB version 2

Next, I commented out the plugin server in the armonitor and cranked it up
manually and I got the following:

D:\Program Files\BMC Software\ARSystemarplugin.exe  --unicode -i
D:\Program Files\BMC Software\ARSystem -m

 

Action Request System(R)  Plug-In Server   Version 7.6.04 SP2 201110080614

(c) Copyright 2001-2011 BMC Software, Inc.

 

Action Request System(R) Approval Server   Version 7.6.04 SP2 201110080614

(c) Copyright 1999-2011 BMC Software, Inc.

 

 

Next item, checking the ar.cfg, I have the following lines that reference
AREA and Plugin:

 

Plugin-Path: D:\Program Files\BMC Software\ARSystem\arealdap

Plugin: D:\Program Files\BMC Software\ARSystem\arealdap\areahub.dll

AREA-Hub-Plugin: 



Should I add the path to areahub.dll on the AREA-Hub-Plugin line? Or
something else?

 

Thanks,

JDHood

 





On Thu, Dec 22, 2011 at 6:49 PM, Danny Kellett
danny.kell...@strategicworkflow.com wrote:

** 

JD,

 

When you start the AR Server (or kill -9 arplugin) and it creates a new
arplugin log file, do you see this anywhere?

 

Plug-In Loaded: ARSYS.AREA.LDAP version 2

 

In fact I would search for ARSYS.AREA.LDAP. If you don't have any in there,
then the plugin isn't loading. 

 

If this is the case, comment out the arplugin line in the armonitor.conf and
restart. Then you can start the arplugin manually from the commandline. Then
if something is up, it will echo it to the console.

 

I don't think your arealdap plugin is loading. In your ar.conf, have you got
the arealdap.so (or dll) on a line beginning with Plugin: or
AREA-Hub-Plugin:?

 

If its the second one, then make sure you have Plugin: someDir/areahub.so
(or dll)

 

Kind regards

Danny

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: 22 December 2011 23:39
To: arslist@ARSLIST.ORG
Subject: Re: AREA LDAP logging question

 

** The plugin log only will show a single +VL and -VL per each login
attempt.  I don't see anything that indicates it's loading the AREA plugin
in the plugin log. 

 

When support saw that, they went straight to the ar.cfg, but the AREA config
entries in there look fine.

 

We do know that the bind user, login  pass are good because we can use
those values with LDP to browse/search LDAP.

 

So, something is wonky with the Remedy AREA plugin, they just don't know
what yet. Bundled up  the config files and logs (java stuff too) and they
are going to have a look, presumably with engineering.

 

After all this, I wouldn't be surprised to find it's a network issue or
something outside of Remedy. If only we could get logging to wake up, we
could have better visibility into what it's doing. But the logging side is
just not cooperating...

 

Thanks,

JDHood

 

 

 

 

 

 

On Thu, Dec 22, 2011 at 3:14 PM, Grooms, Frederick W
frederick.w.gro...@xo.com wrote:

Do you see the lines in the log where it is loading the AREA plugin?   If
not how is the arealdap plugin listed in the ar.cfg file?

An additional thought...
On Windows 7.6.04 is AREA now a Java plugin? If so it should be debugged
thru the pluginsvr_config.xml and log4j_pluginsvr.xml files in the pluginsvr
directory.

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Wednesday, December 21, 2011 5:50 PM
To: arslist@ARSLIST.ORG
Subject: AREA LDAP logging question

**
7.6.04 ITSM on Windows  SQL Server

I'm trying to configure AREA authentication. I have everything configured
enough to make an authentication attempt and the attempt naturally fails.

I do not have a POC at the LDAP server to check my test user's account or to
check logging on the LDAP end.

At this point, I'm not even sure I'm reaching LDAP, successfully binding
and/or hitting the test user's LDAP account.

With plugin logging on and set to ALL, I get about 730 lines of logging
when I attempt to login

Re: AREA LDAP logging question

[Danny Kellett]

JD

Your log snippet is not an example of the plugin log level set to 100. So do 
you have that line duplicated in you AR.cfg by accident?

The BMC plugin is very good at letting you know what is wrong when set to 100. 

Have you restarted since setting log level to 100?

Regards
Danny

On 22 Dec 2011, at 18:53, JD Hood hood...@gmail.com wrote:

 ** I appreciate the offer, but the client might frown on posting their info 
 on the list. So, I've opened an issue with BMC instead. 
 
 But I think you might be on to something. I see a ton of logging for ARDBC, 
 but just a few lines for AREA on startup.
 
 And I just realized I've omitted that we are setting it up for multiple 
 domain logins (Knowledge Article: KA288124 -- Configuring AREA LDAP in a 
 Multi-Domain Environment); however, we just have the one LDAP server defined 
 in AREA at this time.
 
 MS's LDP.exe confirms we can reach the target LDAP server *and* bind using 
 our test user *and* authenticate with that test user outside of Remedy.
 
 But within Remedy, we get Authentication Failed. We know we have the user  
 pass correct, so the possibilities are: Remedy isn't actually connecting to 
 LDAP *or* it is connecting, but can't find the user. Until I can validate the 
 plugin is starting up and get logging to spit out more info, I'm stuck using 
 the braille method to troubleshoot.
 
 Full circle now -- time to engage BMC support.
 
 Thanks again,
 JDHood
 
 
 On Thu, Dec 22, 2011 at 2:44 AM, Walters, Mark mark_walt...@bmc.com wrote:
 **
 I suspect that either the AREA LDAP plugin is not being loaded for some 
 reason or there is a configuration issue.
 
  
 
 Are you able to post the ar.conf and the plugin log, from startup, so that I 
 can see what you have set up?
 
  
 
 Mark
 
  
 
 I work for BMC, I don’t speak for them.
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
 Sent: 21 December 2011 23:50
 To: arslist@ARSLIST.ORG
 Subject: AREA LDAP logging question
 
  
 
 **
 
 7.6.04 ITSM on Windows  SQL Server
 
  
 
 I'm trying to configure AREA authentication. I have everything configured 
 enough to make an authentication attempt and the attempt naturally fails.
 
  
 
 I do not have a POC at the LDAP server to check my test user's account or to 
 check logging on the LDAP end.
 
  
 
 At this point, I'm not even sure I'm reaching LDAP, successfully binding 
 and/or hitting the test user's LDAP account.
 
  
 
 With plugin logging on and set to ALL, I get about 730 lines of logging 
 when I attempt to login with a test user.
 
  
 
 Out of those 730 lines of logging, I only get the following two lines that 
 mention AREA or my user:
 
  
 
 PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC: 
 390695 /* Wed Dec 21 2011 18:14:13.9300 */+VLAREAVerifyLoginCallback 
  -- user TRAIN19
 
 PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC: 
 390695 /* Wed Dec 21 2011 18:14:13.9300 */-VL
 FAIL 
 
  
 
  
 
 This is like troubleshooting via braille method. Is there another AREA/LDAP 
 log or some way to log the bind and auth attempt on the REMEDY side?
 
  
 
 I've checked ARSList archives and the BMC KB's and can't find anything that I 
 haven't already tried. I do see some really nice log examples (Knowledge 
 Article ID: KA334262) that I *WISH* I could capture on the Remedy Side. I 
 think they would tell me what I need to know to get this working. For now, 
 all I can find is those two measly log lines above.
 
  
 
 Any suggestions on how to get AREA logging much more verbose on the *REMEDY 
 SIDE*?
 
  
 
 Thanks in advance!
 
 JDHood
 
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Re: AREA LDAP logging question

[Danny Kellett]

JD,

 

When you start the AR Server (or kill -9 arplugin) and it creates a new
arplugin log file, do you see this anywhere?

 

Plug-In Loaded: ARSYS.AREA.LDAP version 2

 

In fact I would search for ARSYS.AREA.LDAP. If you don't have any in there,
then the plugin isn't loading. 

 

If this is the case, comment out the arplugin line in the armonitor.conf and
restart. Then you can start the arplugin manually from the commandline. Then
if something is up, it will echo it to the console.

 

I don't think your arealdap plugin is loading. In your ar.conf, have you got
the arealdap.so (or dll) on a line beginning with Plugin: or
AREA-Hub-Plugin:?

 

If its the second one, then make sure you have Plugin: someDir/areahub.so
(or dll)

 

Kind regards

Danny

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: 22 December 2011 23:39
To: arslist@ARSLIST.ORG
Subject: Re: AREA LDAP logging question

 

** The plugin log only will show a single +VL and -VL per each login
attempt.  I don't see anything that indicates it's loading the AREA plugin
in the plugin log. 

 

When support saw that, they went straight to the ar.cfg, but the AREA config
entries in there look fine.

 

We do know that the bind user, login  pass are good because we can use
those values with LDP to browse/search LDAP.

 

So, something is wonky with the Remedy AREA plugin, they just don't know
what yet. Bundled up  the config files and logs (java stuff too) and they
are going to have a look, presumably with engineering.

 

After all this, I wouldn't be surprised to find it's a network issue or
something outside of Remedy. If only we could get logging to wake up, we
could have better visibility into what it's doing. But the logging side is
just not cooperating...

 

Thanks,

JDHood

 

 

 

 

 

 

On Thu, Dec 22, 2011 at 3:14 PM, Grooms, Frederick W
frederick.w.gro...@xo.com wrote:

Do you see the lines in the log where it is loading the AREA plugin?   If
not how is the arealdap plugin listed in the ar.cfg file?

An additional thought...
On Windows 7.6.04 is AREA now a Java plugin? If so it should be debugged
thru the pluginsvr_config.xml and log4j_pluginsvr.xml files in the pluginsvr
directory.

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Wednesday, December 21, 2011 5:50 PM
To: arslist@ARSLIST.ORG
Subject: AREA LDAP logging question

**
7.6.04 ITSM on Windows  SQL Server

I'm trying to configure AREA authentication. I have everything configured
enough to make an authentication attempt and the attempt naturally fails.

I do not have a POC at the LDAP server to check my test user's account or to
check logging on the LDAP end.

At this point, I'm not even sure I'm reaching LDAP, successfully binding
and/or hitting the test user's LDAP account.

With plugin logging on and set to ALL, I get about 730 lines of logging
when I attempt to login with a test user.

Out of those 730 lines of logging, I only get the following two lines that
mention AREA or my user:

PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC:
390695 /* Wed Dec 21 2011 18:14:13.9300 */+VLAREAVerifyLoginCallback
-- user TRAIN19
PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC:
390695 /* Wed Dec 21 2011 18:14:13.9300 */-VL
FAIL 


This is like troubleshooting via braille method. Is there another AREA/LDAP
log or some way to log the bind and auth attempt on the REMEDY side?

I've checked ARSList archives and the BMC KB's and can't find anything that
I haven't already tried. I do see some really nice log examples (Knowledge
Article ID: KA334262) that I *WISH* I could capture on the Remedy Side. I
think they would tell me what I need to know to get this working. For now,
all I can find is those two measly log lines above.

Any suggestions on how to get AREA logging much more verbose on the *REMEDY
SIDE*?

Thanks in advance!
JDHood


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Re: Java API Help - SelectionFieldLimit

[Danny Kellett]

The last line... really?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: 12 December 2011 08:31
To: arslist@ARSLIST.ORG
Subject: Java API Help - SelectionFieldLimit

LJ,

If you use the constructor or set method that takes an array of Strings,
you get a regular list. If you use the constructor or set method that
takes a list of EnumItems, you get a custom list.

I'll leave it to you for feedback on how obvious this seems :-)


John


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Re: Web URL in email notification incorrect

[Danny Kellett]

Hi,

 

Just out of interest, do you have Domain-Name in your ar.conf file?

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: 29 November 2011 23:33
To: arslist@ARSLIST.ORG
Subject: Re: Web URL in email notification incorrect

 

** I like your answer:: I do not like BMC's answer.. 
so I have to write code for an application configuration that they have made
a mistake on.. 
SAD.. 

On Tue, Nov 29, 2011 at 6:28 PM, LJ LongWing lj.longw...@gmail.com wrote:

** 

Patrick..almost 3 and a half years ago is when I posted this

 

'write a filter on your AR Server Email Messages form with a qual of

 

 'Plain Text Body' LIKE  %server=your problem value%

 

and have a setfield action similar to

 

REPLACE($Plain Text Body$,  server=your problem value,  server=what
you want it to be)'

 

This was the solution I put in place for our servers way back then, and it's
still working fine without issue.  We have a single filter for each server
in our environment.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, November 29, 2011 3:46 PM


To: arslist@ARSLIST.ORG
Subject: Re: Web URL in email notification incorrect

 

** I tried everything on the list I could find: did not work:: contacted bmc
2 weeks ago.. it is just sitting there.. and they keep asking stupid
questions when the SLA is triggered:: Complete waste of time


I would like to know as well.. 

On Tue, Nov 29, 2011 at 5:44 PM, Wendy D'Avignon wendy.davig...@gdit.com
wrote:

I did a search before i posted - but did not come up with anything. do you
have a suggestion as to how i can search better?



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Re: Web URL in email notification incorrect

[Danny Kellett]

Then I believe the AR Server is appending this value for notifications.

 

I generally don't have this setup but I do have lots of IP-Names defined
instead that cover all the iterations of what the server could be known as.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hamsagar, Ravindra
Sent: 30 November 2011 10:03
To: arslist@ARSLIST.ORG
Subject: Re: Web URL in email notification incorrect

 

** 

Yes we have, but not with the server name, with plugin alias name etc.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Wednesday, November 30, 2011 3:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web URL in email notification incorrect

 

** 

Hi,

 

Just out of interest, do you have Domain-Name in your ar.conf file?

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: 29 November 2011 23:33
To: arslist@ARSLIST.ORG
Subject: Re: Web URL in email notification incorrect

 

** I like your answer:: I do not like BMC's answer.. 
so I have to write code for an application configuration that they have made
a mistake on.. 
SAD.. 

On Tue, Nov 29, 2011 at 6:28 PM, LJ LongWing lj.longw...@gmail.com wrote:

** 

Patrick..almost 3 and a half years ago is when I posted this

 

'write a filter on your AR Server Email Messages form with a qual of

 

 'Plain Text Body' LIKE  %server=your problem value%

 

and have a setfield action similar to

 

REPLACE($Plain Text Body$,  server=your problem value,  server=what
you want it to be)'

 

This was the solution I put in place for our servers way back then, and it's
still working fine without issue.  We have a single filter for each server
in our environment.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, November 29, 2011 3:46 PM


To: arslist@ARSLIST.ORG
Subject: Re: Web URL in email notification incorrect

 

** I tried everything on the list I could find: did not work:: contacted bmc
2 weeks ago.. it is just sitting there.. and they keep asking stupid
questions when the SLA is triggered:: Complete waste of time


I would like to know as well.. 

On Tue, Nov 29, 2011 at 5:44 PM, Wendy D'Avignon wendy.davig...@gdit.com
wrote:

I did a search before i posted - but did not come up with anything. do you
have a suggestion as to how i can search better?



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Re: Anyone figured out how to use the following in arplugin.h?

[Danny Kellett]

Thanks Axton. Appreciate your time. If I can get this working I will let you
know.
Kind regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: 27 November 2011 16:24
To: arslist@ARSLIST.ORG
Subject: Re: Anyone figured out how to use the following in arplugin.h?

I imagine this is used to handle signals the plugin server receives by
instructing your plugin to handle different signals in different ways.
 The signal is probably your standard POSIX signals (see signal.h).
For example, you may be able to handle a SIGHUP in your plugin and
instruct your plugin to do things like reread it's configuration.

http://en.wikipedia.org/wiki/Signal_(computing)#List_of_signals

Since it's internal there's no telling how well or to what extent it
has been implemented.  It could be a stub, it may only be implemented
for certain signals, etc.

It's a pointer to a function.  You need to do something like this:


#include signal.h

void  *fptr;

/** Pointer to plugin server signal handler function */
AR_PLUGIN_REGISTER_FOR_SIGNAL_FUNCTION signalFunc = 0;

signalFunc = (AR_PLUGIN_REGISTER_FOR_SIGNAL_FUNCTION )fptr;


It's similar in concept to the way you retrieve the pointer to the
function for log handling within the plugin, which I always did like
this:

/** Pointer to plugin server native logging function */
AR_PLUGIN_LOG_FUNCTION logFunc = 0;

/** Pointer to plugin server get user function */
AR_PLUGIN_GETUSER_FUNCTION getUserFunc = 0;

...

ARPLUGIN_EXPORT int
ARPluginSetProperties
(
  ARPropList*propList,
  ARStatusList  *status
)
{
  inti;
  intret;
  void  *fptr;

  /* if the pointer points to nothing, exit */
  if (propList == NULL)
return AR_RETURN_OK;

  /* walk the list of property items */
  for (i = 0;i  propList-numItems;i++)
  {
switch (propList-props[i].prop)
{
  case AR_PLUGIN_PROP_LOG_FUNCTION:
/* Identify the pointer to the logging function
   for this version of plug-in */
if (propList-props[i].value.dataType == AR_DATA_TYPE_BYTES
 propList-props[i].value.u.byteListVal != NULL)
  {
memcpy (fptr,
   (void*) propList-props[i].value.u.byteListVal-bytes,
   sizeof (void *));
logFunc = (AR_PLUGIN_LOG_FUNCTION)fptr;
  }
ret = log_config (found AR_PLUGIN_PROP_LOG_FUNCTION);
if (ret == -1)
  return AR_RETURN_ERROR;
break;
  case AR_PLUGIN_PROP_INSTALL_DIR:
ret = log_config (found AR_PLUGIN_PROP_INSTALL_DIR);
if (ret == -1)
  return AR_RETURN_ERROR;
break;
  case AR_PLUGIN_PROP_CONFIG_FILE:
ret = log_config (found AR_PLUGIN_PROP_CONFIG_FILE);
if (ret == -1)
  return AR_RETURN_ERROR;
break;
  case AR_PLUGIN_PROP_GETUSER_FUNCTION:
/* Identify the pointer to the get_user function
   for this version of plug-in */
if (propList-props[i].value.dataType == AR_DATA_TYPE_BYTES
 propList-props[i].value.u.byteListVal != NULL)
  {
memcpy (fptr,
   (void*) propList-props[i].value.u.byteListVal-bytes,
   sizeof (void *));
getUserFunc = (AR_PLUGIN_GETUSER_FUNCTION)fptr;
  }
ret = log_config (found AR_PLUGIN_PROP_GETUSER_FUNCTION);
if (ret == -1)
  return AR_RETURN_ERROR;
break;
  case AR_PLUGIN_PROP_GETAUTHSTRING_FUNCTION:
ret = log_config (found AR_PLUGIN_PROP_GETAUTHSTRING_FUNCTION);
if (ret == -1)
  return AR_RETURN_ERROR;
break;
  case AR_PLUGIN_PROP_GETUSERAUTHINFO_FUNCTION:
ret = log_config (found AR_PLUGIN_PROP_GETUSERAUTHINFO_FUNCTION);
if (ret == -1)
  return AR_RETURN_ERROR;
break;
  case AR_PLUGIN_PROP_REGISTERSIGNALHANDLER_FUNCTION:
ret = log_config (found
AR_PLUGIN_PROP_REGISTERSIGNALHANDLER_FUNCTION);
if (ret == -1)
  return AR_RETURN_ERROR;
break;
  case AR_PLUGIN_PROP_INITTLS_FUNCTION:
ret = log_config (found AR_PLUGIN_PROP_INITTLS_FUNCTION);
if (ret == -1)
  return AR_RETURN_ERROR;
break;
  default:
ret = log_config (found undefined property %i, i);
if (ret == -1)
  return AR_RETURN_ERROR;
break;
}
  }
  return AR_RETURN_OK;
}



Note that the following is the stuff in arplugin.h for
AR_PLUGIN_LOG_FUNCTION:

typedef int (*AR_PLUGIN_LOG_FUNCTION)(
ARPluginIdentification* id,
int debugLevel, /* IN; the level this mesg is for; See above */
/* Log level for plug-in logging   */
char *text  /* IN; text to output */);

Axton Grams

On Fri, Nov 25, 2011 at 7:35 AM, Danny Kellett
danny.kell...@strategicworkflow.com wrote:
 **

 Hi,



 Asked BMC Support and they say they couldn’t

Re: Anyone figured out how to use the following in arplugin.h?

[Danny Kellett]

Isnt that what the register function is for? For example, when the cai
plugin was a C one, I could see in the startup log that it registers for
signals and there was an integer after it.

Regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: 29 November 2011 14:20
To: arslist@ARSLIST.ORG
Subject: Re: Anyone figured out how to use the following in arplugin.h?

Something that came to me after posting my message is that the
function prototype does not accept a plugin identifier and resides in
ar.h, which means that it is probably not something specific to any
one plugin, but most likely the plugin server itself.

Axton Grams

On Tue, Nov 29, 2011 at 3:46 AM, Danny Kellett
danny.kell...@strategicworkflow.com wrote:
 Thanks Axton. Appreciate your time. If I can get this working I will let
you
 know.
 Kind regards
 Danny

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
 Sent: 27 November 2011 16:24
 To: arslist@ARSLIST.ORG
 Subject: Re: Anyone figured out how to use the following in arplugin.h?

 I imagine this is used to handle signals the plugin server receives by
 instructing your plugin to handle different signals in different ways.
  The signal is probably your standard POSIX signals (see signal.h).
 For example, you may be able to handle a SIGHUP in your plugin and
 instruct your plugin to do things like reread it's configuration.

 http://en.wikipedia.org/wiki/Signal_(computing)#List_of_signals

 Since it's internal there's no telling how well or to what extent it
 has been implemented.  It could be a stub, it may only be implemented
 for certain signals, etc.

 It's a pointer to a function.  You need to do something like this:


 #include signal.h

 void          *fptr;

 /** Pointer to plugin server signal handler function */
 AR_PLUGIN_REGISTER_FOR_SIGNAL_FUNCTION signalFunc = 0;

 signalFunc = (AR_PLUGIN_REGISTER_FOR_SIGNAL_FUNCTION )fptr;


 It's similar in concept to the way you retrieve the pointer to the
 function for log handling within the plugin, which I always did like
 this:

 /** Pointer to plugin server native logging function */
 AR_PLUGIN_LOG_FUNCTION logFunc = 0;

 /** Pointer to plugin server get user function */
 AR_PLUGIN_GETUSER_FUNCTION getUserFunc = 0;

 ...

 ARPLUGIN_EXPORT int
 ARPluginSetProperties
 (
  ARPropList    *propList,
  ARStatusList  *status
 )
 {
  int            i;
  int            ret;
  void          *fptr;

  /* if the pointer points to nothing, exit */
  if (propList == NULL)
    return AR_RETURN_OK;

  /* walk the list of property items */
  for (i = 0;i  propList-numItems;i++)
  {
    switch (propList-props[i].prop)
    {
      case AR_PLUGIN_PROP_LOG_FUNCTION:
        /* Identify the pointer to the logging function
           for this version of plug-in */
        if (propList-props[i].value.dataType == AR_DATA_TYPE_BYTES
             propList-props[i].value.u.byteListVal != NULL)
          {
            memcpy (fptr,
                   (void*) propList-props[i].value.u.byteListVal-bytes,
                   sizeof (void *));
            logFunc = (AR_PLUGIN_LOG_FUNCTION)fptr;
          }
        ret = log_config (found AR_PLUGIN_PROP_LOG_FUNCTION);
        if (ret == -1)
          return AR_RETURN_ERROR;
        break;
      case AR_PLUGIN_PROP_INSTALL_DIR:
        ret = log_config (found AR_PLUGIN_PROP_INSTALL_DIR);
        if (ret == -1)
          return AR_RETURN_ERROR;
        break;
      case AR_PLUGIN_PROP_CONFIG_FILE:
        ret = log_config (found AR_PLUGIN_PROP_CONFIG_FILE);
        if (ret == -1)
          return AR_RETURN_ERROR;
        break;
      case AR_PLUGIN_PROP_GETUSER_FUNCTION:
        /* Identify the pointer to the get_user function
           for this version of plug-in */
        if (propList-props[i].value.dataType == AR_DATA_TYPE_BYTES
             propList-props[i].value.u.byteListVal != NULL)
          {
            memcpy (fptr,
                   (void*) propList-props[i].value.u.byteListVal-bytes,
                   sizeof (void *));
            getUserFunc = (AR_PLUGIN_GETUSER_FUNCTION)fptr;
          }
        ret = log_config (found AR_PLUGIN_PROP_GETUSER_FUNCTION);
        if (ret == -1)
          return AR_RETURN_ERROR;
        break;
      case AR_PLUGIN_PROP_GETAUTHSTRING_FUNCTION:
        ret = log_config (found AR_PLUGIN_PROP_GETAUTHSTRING_FUNCTION);
        if (ret == -1)
          return AR_RETURN_ERROR;
        break;
      case AR_PLUGIN_PROP_GETUSERAUTHINFO_FUNCTION:
        ret = log_config (found AR_PLUGIN_PROP_GETUSERAUTHINFO_FUNCTION);
        if (ret == -1)
          return AR_RETURN_ERROR;
        break;
      case AR_PLUGIN_PROP_REGISTERSIGNALHANDLER_FUNCTION:
        ret = log_config (found
 AR_PLUGIN_PROP_REGISTERSIGNALHANDLER_FUNCTION);
        if (ret == -1)
          return AR_RETURN_ERROR;
        break;
      case

Re: Fast List Threads [I]

[Danny Kellett]

Log analyzer is all I use too. 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: 28 November 2011 15:05
To: arslist@ARSLIST.ORG
Subject: Re: Fast  List Threads [I]

 

** 

Paul,

As many others have stated.API logs are your friend on this one.  One tool I
would recommend, instead of, or in addition to RRRLog, would be AR Log
Analyzer.I use it regularly to determine performance bottlenecks and things
of the sort.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Paul Nicolaides
Sent: Friday, November 25, 2011 4:07 AM
To: arslist@ARSLIST.ORG
Subject: Fast  List Threads [I]

 

** Classification: For internal use only

All, 

I am currently reviewing a well established fully bespoke Remedy system for
opportunities for performance improvement and would like to know peoples
thoughts on my proposed change to the fast and list thread counts. The
hardware powering this system is current and powerful and the virtual slice
Remedy 7.1  is running on has 16 cpu cores assigned to it along with 32gb
RAM. 

I am proposing to set the Fast threads to 48/48 (Min/Max) and List to 80/80
(Min/Max) based on the BMC recommendation that fast threads should be 3x cpu
cores and list 5x cpu cores. This is a huge increase to existing settings
which are 12/30 Fast and 12/25 List. 

Any thoughts would be gratefully received. 

Regards, 

Paul 



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Re: Fast List Threads [I]

[Danny Kellett]

Hi,

 

The only real way of knowing if you have the correct number is to turn
logging on the server. Then using a load testing tool or a set of driver
scripts and then look at the individual times of the thread stopping then
starting again. This is called the idle time.

 

If the same thread number has no idle time, e.g. its finishing then starting
straight away, then you need to increase the threads. 

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gmail
Sent: 26 November 2011 22:21
To: arslist@ARSLIST.ORG
Subject: Re: Fast  List Threads [I]

 

** 

Please note that the max is 30 threads regardless of the number of CPUs.

 

Moe.

 

From: Paul Nicolaides [mailto:paul.nicolai...@db.com] 
Sent: Friday, November 25, 2011 6:07 AM
Subject: Fast  List Threads [I]

 

** Classification: For internal use only

All, 

I am currently reviewing a well established fully bespoke Remedy system for
opportunities for performance improvement and would like to know peoples
thoughts on my proposed change to the fast and list thread counts. The
hardware powering this system is current and powerful and the virtual slice
Remedy 7.1  is running on has 16 cpu cores assigned to it along with 32gb
RAM. 

I am proposing to set the Fast threads to 48/48 (Min/Max) and List to 80/80
(Min/Max) based on the BMC recommendation that fast threads should be 3x cpu
cores and list 5x cpu cores. This is a huge increase to existing settings
which are 12/30 Fast and 12/25 List. 

Any thoughts would be gratefully received. 

Regards, 

Paul 



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please notify the sender immediately and delete this e-mail. Any
unauthorized copying, disclosure or distribution of the material in this
e-mail is strictly forbidden.

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Anyone figured out how to use the following in arplugin.h?

[Danny Kellett]

Hi, 

 

Asked BMC Support and they say they couldn't help as its internal. But the
following code is in the arplugin.h, distributed with the server install.

 

Has anyone tried it?

 

Thanks and kind regards

 

/* signature for the plugin's signal handler */ typedef void
(AR_PLUGIN_SIGNAL_HANDLER)(int);

 

/* this is the function thats passed to the plugins for registering their
signal handlers */ typedef void (*AR_PLUGIN_REGISTER_FOR_SIGNAL_FUNCTION)(

   int signalId,  /* IN; the signal Id
the handler is meant for */

   AR_PLUGIN_SIGNAL_HANDLER *signalHandler /* IN; pointer to the
handler function*/

 

Danny


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Re: Application Pending Form

[Danny Kellett]

Hi,

 

Depending on what you see in there, depends on what process or plugin is not
clearing them out. Are they all the same information?

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Michael Burton
Sent: 16 November 2011 16:56
To: arslist@ARSLIST.ORG
Subject: Application Pending Form

 

** 

Hi,
 
Quick question regarding the Application Pending form. We are currently
having a few issues with SLM in that we can't currently rebuild any service
targets without the whole system becoming unstable and/or crashing out. 
 
We have an open ticket with BMC and they may have found a problem in that
our Application Pending form had over 300K entries and does not appear to
clear/purge itself?
 
Does anybody else have this issue and/or do you know of any other forms
which should possibly purge themselves and would cause performance issues if
they didn't? We are running 7.6.04 on Linux.
 
Thanks
 
-
Mike
 
 
 
 

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ITSM Product Catalogue

[Danny Kellett]

Hi list,

 

I just wanted to get a feel for how many of you start from scratch, take the
BMC sample data and add to it, etc?

 

I have always started with the sample set and added from customer to
customer then heavily used aliases for discovery etc

 

I know BMC deployed a set with 7.03 of approx 15k, and now they are scaling
back to a list of approx 4000 (I am told, Matt Laurenceau is kindly
following this up internally)

 

Just wanted to get a feel and hopefully when I get to the bottom of this I
will post the list back to BMCDN if anyone is interested. Bored of
reinventing the wheel every time J

 

Anyway thanks and take care

Kind regards

 

Danny Kellett

Principle ITSM Consultant / SSO Support

 


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Re: ITSM Product Catalogue

[Danny Kellett]

Hi,

 

Thanks for the reply. I am in contact with those guys who said it will be
released again approx January 2012.

 

Apps seems to be the easiest. But what about hardware and the fact that
Incident, Problem and Change need to have different prod cats to Asset/CMDB?

 

Regards

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: 26 October 2011 14:03
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Product Catalogue

 

** 

The BMC ADDM guys produced a product catalog for software that the patterns
in ADDM used.

 

This was withdrawn as it was pretty poor but we should expect it to reappear
at some point.

 

BMC has said in the past that the system will include more, better quality
sample foundation data based on ADDM and it would be good to see this
happening.

 

I also start by using the sample data which takes care of most classes. The
more complex ones like computer and product are added to as CI's are brought
in.

 

Using the rule that no CIs are reconciled unless they are normalised should
help keep the product catalog clean.

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: 26 October 2011 13:39
To: arslist@ARSLIST.ORG
Subject: ITSM Product Catalogue

 

** 

Hi list,

 

I just wanted to get a feel for how many of you start from scratch, take the
BMC sample data and add to it, etc?

 

I have always started with the sample set and added from customer to
customer then heavily used aliases for discovery etc

 

I know BMC deployed a set with 7.03 of approx 15k, and now they are scaling
back to a list of approx 4000 (I am told, Matt Laurenceau is kindly
following this up internally)

 

Just wanted to get a feel and hopefully when I get to the bottom of this I
will post the list back to BMCDN if anyone is interested. Bored of
reinventing the wheel every time J

 

Anyway thanks and take care

Kind regards

 

Danny Kellett

Principle ITSM Consultant / SSO Support

 

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Re: Stack Installer with Remote DB

[Danny Kellett]

I don't think it exists Mark.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mark Herring
Sent: 26 October 2011 16:36
To: arslist@ARSLIST.ORG
Subject: Stack Installer with Remote DB

 

** 

Anybody know if you can use the stack installer for 7.6.04 SP1 with a DB on
a separate server ?

 

Thanks
Mark

 

 

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Re: [Spam] Re: OT: Croom Consulting

[Danny Kellett]

Thanks Gidd. I guess we have all felt that way. Good luck to him
Thanks for letting me know



On 23 Oct 2011, at 17:28, Gidd Calden g...@buoyantsolutions.net wrote:

 **
 Danny,
 
 I spoke to him a few weeks ago and he is quite well.  
 
 He is just tired of the consulting rat race and instead has taken a full-time 
 position (non-Remedy) 
 that affords him spending more time with his family, and less frustration 
 dealing with ITSM.
 
 
 Regards
 
 Gidd Calden
 BUOYANT SOLUTIONS, INC.
 
 
 
 -Original Message-
 From: Danny Kellett danny.kell...@strategicworkflow.com
 To: arslist@arslist.org
 Date: 10/22/11 12:44
 Subject: [Spam] Re: OT: Croom Consulting
 
 **
 Thats quite a final statement Gidd. I haven't spoken to James since 2009. Is 
 he ok?
 
 
  
 
 On 22 Oct 2011, at 20:02, Gidd Calden g...@buoyantsolutions.net wrote:
 
  
 **
  
 James,
 
 Has decided to with-draw from the independent business world. 
 To the best of my knowledge, he has decided to no longer sell or support
 his Remedy tools or participate in contracting opportunities.
 
 HTH
 
 
 Regards
 
 Gidd Calden
 BUOYANT SOLUTIONS, INC.
 
 
 
 
 -Original Message-
 From: rdg em rd...@hotmail.com
 To: arslist@arslist.org
 Date: 10/21/11 16:16
 Subject: Re: OT: Croom Consulting
 
 **
 Thanks Warren. I should have mentioned I've tried to email and call - using 
 contact information form croomconsulting.com but no response. Maybe they are 
 on vacation???
 
 Br,
 Russ
 
 Date: Fri, 21 Oct 2011 17:58:04 -0400
 From: warrenbaltim...@gmail.com
 Subject: Re: OT: Croom Consulting
 To: arslist@ARSLIST.ORG
 
 ** http://www.croomconsulting.com/default.asp
 
 On Fri, Oct 21, 2011 at 5:51 PM, rdg em rd...@hotmail.com wrote:
 **
 Greetings ARList,
 I was trying to touch base with Croom Consulting - anyone know how to get a 
 hold of James? Or if someone is supporting ARS DB Link?
 
 Thanks,
 Russ Grant
  
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
  
 
 
 
 --
 Warren R. Baltimore II
 Remedy Developer
 410-533-5367
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
  
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Re: OT: Croom Consulting

[Danny Kellett]

Thats quite a final statement Gidd. I haven't spoken to James since 2009. Is he 
ok?



On 22 Oct 2011, at 20:02, Gidd Calden g...@buoyantsolutions.net wrote:

 **
 
 James,
 
 Has decided to with-draw from the independent business world.  
 To the best of my knowledge, he has decided to no longer sell or support 
 his Remedy tools or participate in contracting opportunities.
 
 HTH
 
 
 Regards
 
 Gidd Calden
 BUOYANT SOLUTIONS, INC.
 
 
 
 
 -Original Message-
 From: rdg em rd...@hotmail.com
 To: arslist@arslist.org
 Date: 10/21/11 16:16
 Subject: Re: OT: Croom Consulting
 
 **
 Thanks Warren. I should have mentioned I've tried to email and call - using 
 contact information form croomconsulting.com but no response. Maybe they are 
 on vacation???
 
 Br,
 Russ
 
 Date: Fri, 21 Oct 2011 17:58:04 -0400
 From: warrenbaltim...@gmail.com
 Subject: Re: OT: Croom Consulting
 To: arslist@ARSLIST.ORG
 
 ** http://www.croomconsulting.com/default.asp
 
 On Fri, Oct 21, 2011 at 5:51 PM, rdg em rd...@hotmail.com wrote:
 **
 Greetings ARList,
 I was trying to touch base with Croom Consulting - anyone know how to get a 
 hold of James? Or if someone is supporting ARS DB Link?
 
 Thanks,
 Russ Grant
  
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
  
 
 
 
 --
 Warren R. Baltimore II
 Remedy Developer
 410-533-5367
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
  
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
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Re: Relating Companies to CI's - Company Level

[Danny Kellett]

Hi Alejandro,

 

I had the same thing a few months back.  I had to create somewhat of a dummy
org just so I could relate them at the company level. It still meant that
anyone in that company can see the service in the drop down so it worked.

 

Although I agree it should have to be there but it was a simple workaround.

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Alejandro Canon
Sent: 19 October 2011 20:19
To: arslist@ARSLIST.ORG
Subject: Relating Companies to CI's - Company Level

 

** 

Hi Listers

 

ARS 7.6.04

CMDB 7.6.04

ITSM 7.6.04

 

I´m trying to relate some Business Service CI's to Customer Companies, but
it can be done just for Companies with Organization or Departments. When
opening CTM:People Organization (Dialog View) from People tab in Asset
Record, just allows to relate with companies with Organization or Department
configured.

We haven't uploaded Customer Organizations/Departments because is not needed
and not required for Customer Companies.

 

We found some KB Article (KA319852) which refers to that scenario:

 

Problem:

BMC Remedy Service Desk Incident Management 7.6, Chapter 9 Managing
configuration items page: 155 to 156 it is possible to relate Companies to
Business Services.

 

1- Open the People tab and click Add.

2- From the Type list in the CI Person Type, select People Organization and
then click OK.

3- From the Company list in the Organization Search window, select the
company to which you are relating the service and then click Search.

4- From the Choose a Relationship Level list, select how much of the company
will be related to this service.

5- Click Select.

6- From the Role list in the Asset Person Role window, select Used By and
click OK.

7- Click OK to dismiss the confirmation note.

8- Click Save and then click Close

.

Solution

The company could not be related to the CI because no Organizations,
Locations or Support Groups had been configured for the Company. This is a
prerequisite for the ITSM application as described in BMC Remedy IT Service
Management 7.6.00 Configuration Guide, Chapter 3, Standard configuration
tasks

This chapter provides standard configuration information and contains the
procedures required to get your system operational.

The following topics are provided:

 

Configuring companies (page 44)

Creating organizations (page 44)

Creating locations (page 45)

Creating support groups (page 46)

Adding people information (page 48)

Creating product categories (optional) (page 57)

Creating operational categories (optional) (page 58)

Creating assignment routing in a standard configuration (optional) (page 59)

Viewing and modifying standard configuration data (page 60)

 

As far as I know, configuring Organization and Departments is not required
for setting a company. It gives you a better perspective of your company
structure and allows you to specify criteria for SLM and Reporting, but
sometimes you don't know (and don't need to know) customer organizations.

 

KB article recommends to keep related Organizations, Locations OR Support
Groups to companies in order to creating CI's relationships successfully.

 

We have a Global Location (Datacenter) related to all of our customers but
even with that setting it doesn't allow us to relate CI's with Customer
Organizations.

 

Any ideas, suggestions, comments?

 

Regards,

 

Alejandro

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Re: XQSR.ARDB.TWITTER

[Danny Kellett]

How about Broadcasts?

 

How many of us actually look at that box in the top right corner of a
console? 

 

That’s the only real useful example I can think of.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: 18 October 2011 17:44
To: arslist@ARSLIST.ORG
Subject: Re: XQSR.ARDB.TWITTER

 

** Don't you think it would be cool to have it automatically tweet I just
submitted a ticket for a broken printer when a Service Desk rep submits an
incident?

All kidding aside I have heard some people talk about having private
twitter accounts (if you trust twitter to keep your info private) where a
major incident or system notification can be blasted out to people
authorized to subscribe to the feed.

Jason

On Tue, Oct 18, 2011 at 7:29 AM, Sanford, Claire
claire.sanf...@memorialhermann.org wrote:

I'm very curious.  Why would you connect Remedy to Twitter?


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ramón
Sent: Tuesday, October 18, 2011 3:54 AM
To: arslist@ARSLIST.ORG
Subject: XQSR.ARDB.TWITTER

I am using the XQSR.ARDB.TWITTER to connect Remedy with twitter but I have
this error in the arplugin.log:

2011-10-14 09:01:19,402 ERROR [pool-2-thread-1]
com.bmc.arsys.pluginsvr.plugins.ARPluginContext (?:?) -
XQSR.ARDBC.TWITTERcreateEntry()401:Authentication credentials were missing
or incorrect.
{errors:[{code:53,message:Basic authentication is not supported}]}
twitter4j.TwitterException: 401:Authentication credentials were missing or
incorrect.
{errors:[{code:53,message:Basic authentication is not supported}]}

Could anyone help me???

Thanks in advanced



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Re: Issue seen in the Validation Step of Data Management Tool (7.6.03)

[Danny Kellett]

Hi,

 

We have started to see this in the last few weeks too. But only on People 
Permission validation so far. The others are ok. 

 

Start by checking the CAI Plugin is running and configured correctly. I believe 
in your version it is still a C plugin so this should be in your ar.cfg(conf) 
as a .so I can not remember the correct name of it as we are on 7.6.04 and its 
now java.

 

Then check the CAI Plugin Registry form has entries and that the RCP port you 
have actually exists with enough threads.

 

Then check the CAI:Events form for any that are stuck with status = error. I 
have not got to the bottom of this yet  but I am starting to lead towards there 
is a problem record that I am trying to validate and the CAI plugin is getting 
stuck.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Amey Bhosale
Sent: 16 October 2011 08:51
To: arslist@ARSLIST.ORG
Subject: Issue seen in the Validation Step of Data Management Tool (7.6.03)

 

** 

Hi All,

 

We are facing with an issue in Data Management Tool (7.6.03) where the records 
get stuck when doing the validation step.

 

It continues to show the record in Pending Status of being validated but no 
further action happens.I searched the record in DLD:Thread Form where the entry 
gets created and further also in the DLD:Action Form.

 

As per my understanding the record from DLD:Thread  DLD:Action Form should get 
deleted when the validation is completed.

 

I have seen some post regarding this issue seen where the solution given was to 
delete the record from DLD:Thread  DLD:Action Form and restart the validation 
process but it didnt work for me.

 

Can someone help me with the same ?

 

Regards,

 

Amey

 

 

 

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Re: Server 2008 R2

[Danny Kellett]

Hi,

 

Honestly, I have used this setup a few times. All in VMWare but it seems
fine everytime.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: 14 October 2011 16:56
To: arslist@ARSLIST.ORG
Subject: Server 2008 R2

 

** 

I'm running 7.6.4 SP1 on Windows 2003 with a remote SQL Server 2008.  My
Windows SA's  asked me the other day when I was going to move to Windows
Server 2008 R2.  I did some initial testing and found that 7.6.4 installs on
the 64 Bit OS and seems to run fine (I could connect and such).what are the
gotcha's I'm going to come across when doing this move?  I don't run any
OOTB apps, all custom, so I don't need to deal with some of the problems
associated with the ITSM suite.I'm just talking about problems running
Remedy Server on 2008 R2.your time and already hard learned lessons are
appreciated.

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Re: Server 2008 R2

[Danny Kellett]

It installs everything in Program Files\ and no there isn't a 32 bit
version.

 

Looking at my notes there was one thing but this is probably my fault. I
downloaded Java from ninite.com as a package. I love the site and use it all
the time. Well the AR install didn't detect it. 

 

So I think I had to install both the 64 and 32 bit Java to get it to see it.


 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: 14 October 2011 18:32
To: arslist@ARSLIST.ORG
Subject: Re: Server 2008 R2

 

** 

Permissions - Check

MAPI - Not an issue, we use smtp J

Alarm Point - Not an issue

 

Additional question..we have never used the default install path.have always
installed to an E drive.this will be my first Server based 64 Bit system and
I know there are things like 'if it's a 32 Bit App, it must be installed in
c:\Program Files (x86) to run properly'..is this something I need to be on
the lookout for?I seem to remember reading somewhere that the arserver
in 7.6.4 was 64 Bit.but having just downloaded the SP2.I don't recall seeing
a 64 Bit separate download..does the installer take care of that then?if
it's 64 bit does it need to be in a specific folder to be handled properly?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Friday, October 14, 2011 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 2008 R2

 

** 

Almost all of your problems will be from the tighter permissions, especially
if you are mixing domain accounts with local accounts or using domain
accounts to run your services.  Expect to have to apply explicit permissions
to folders for the AR Server service account and the tomcat service account
or they will be unable to do simple things like update the ar.cfg file!
This applies to BMC folders, Tomcat, maybe even Java folders if you have
trouble getting the plugins to run.  The service accounts have to be local
admins or power user group members, AND get explicit access to the folders.
Make a C:\Home folder with full permissions for those accounts, and force
User, Import, DevStudio to use it for their workspaces or you will be
looking for files deep in the \user directory structures depending on how
you are logged in.

 

If you use MAPI with Outlook for AREMail you are in for some fun; I never
saw that service work properly on 2008 R2 unless you had a current logged-in
session open with the email service user account, and started the service
while logged in as that user.  Logging out killed it (the service kept
running but could no longer access mail via MAP).  It was one of the main
reasons that we switched to SMTP instead (and stayed that way even after
reverting to 2003 R2 due to alarmpoint).

 

Hopefully you are not using AlarmPoint; it is NOT supported on 2008/2008 R2,
especially the java client that must reside on the AR Server.  It is a moot
point - even an onsite visit has failed to get Alarmpoint working with our
ITSM 7.6.04.01 system, which we kept on 2003 R2 specifically to support that
product.

 

The most annoying change in 2008 R2 is the local firewall; it takes far more
work in 2008 R2 versus 2003 R2 to set up anything for programs or ports; far
more knobs to turn to get the same effect.

 

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 LJ LongWing
Sent: Friday, October 14, 2011 10:56 AM
To: arslist@ARSLIST.ORG
Subject: Server 2008 R2

 

** 

I'm running 7.6.4 SP1 on Windows 2003 with a remote SQL Server 2008.  My
Windows SA's  asked me the other day when I was going to move to Windows
Server 2008 R2.  I did some initial testing and found that 7.6.4 installs on
the 64 Bit OS and seems to run fine (I could connect and such).what are the
gotcha's I'm going to come across when doing this move?  I don't run any
OOTB apps, all custom, so I don't need to deal with some of the problems
associated with the ITSM suite.I'm just talking about problems running
Remedy Server on 2008 R2.your time and already hard learned lessons are
appreciated.

_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_

_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ 

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Re: Server Slow Down

[Danny Kellett]

Having lots of records is a sign but I would look for any records that have a 
status of pending and the modified date is quite a while ago.

Remember that this plugin is really just designed as a client. So the workflow 
can pass off work that may take time that you don't want users to look at their 
screen and wait for. Old remedy heads will compare to the rapp service.

So make sure you have a private queue set and modify the cai plugin registry 
form to reflect the rpc number and the number of threads.

Finally, enable arplugin logging to see what its doing. And depending on what 
version you have, depends on whether it's a java or c plugin.

Kind regards
Danny

Sent from my iPad

On 11 Oct 2011, at 03:21, Patrick Zandi remedy...@gmail.com wrote:

 **
 I had 768000, what you have is tiny. Sounds normal.  I am not positive you 
 have my issue. 
 
 Sent from my iPhone so typo's or funky words can and do happen!
 
 On Oct 10, 2011, at 10:12 PM, Boyd, Rebecca boy...@wfu.edu wrote:
 
 ** So, I have 364 records in CAI:Events and 3,353 records in SYS:Action.
 
 I take it this is not a good thing?
 
 On Mon, Oct 10, 2011 at 6:56 PM, Schon, Stuart stuart.sc...@au.fujitsu.com 
 wrote:
 **
 Check the CAI Event table for a stuck record, I have seen that as an issue 
 several times leading to the plugin being unable to start. It should be 
 empty. Any record there is transitory like sys:action
 
  
 
 Stuart Schon
 Team Leader
 
 Fujitsu Australia Limited
 2 Julius Avenue, North Ryde NSW 2113, Australia
 T +61 2 9113 9435 M +61 458 592 245 
 stuart.sc...@au.fujitsu.com
 au.fujitsu.com
 
 
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
 Sent: Tuesday, 11 October 2011 06:04
 To: arslist@ARSLIST.ORG
 Subject: Re: Server Slow Down
 
  
 
 **
 
  
 
 So although the SYS:Action table has workflow to delete the processed 
 records that are no longer needed on that table using as in that example, 
 Application-Delete-Entry SYS:Action 0407386, it has no way to 
 lower the high water mark caused by the continuously growing table.. Over 
 time that table is likely to occupy a lot of disk space although the number 
 of entries in the table may be quite low.
 
  
 
 I’m guessing that may be one of the problem.
 
  
 
 Ask your DBA to check into that and see if that’s the problem’..
 
  
 
 Joe
 
  
 
  
 
  
 
 From: Boyd, Rebecca
 
 Sent: Monday, October 10, 2011 2:52 PM
 
 Newsgroups: public.remedy.arsystem.general
 
 To: arslist@ARSLIST.ORG
 
 Subject: Server Slow Down
 
  
 
 ** Everyone, 
 
 I recently had an issue where performance became very poor and didn't learn 
 about the problem in time to capture any logs. However, I saw the following 
 repeated in the arerror.log:
 
 390620 : The AR System Plug-In server is not responding.  Cannot connect to 
 the system at this time.  Contact your AR System Administrator for 
 assistance. (ARERR 8939)
 Failure during an attempt to perform an application command (ARERR 4554)
 Application-Delete-Entry SYS:Action 0407386
 
 ARS 7.5.00 Patch  003
 ITSM 7.5.01 patch 001
 SLM 7.5.00 patch 001;
 SRM 7.6, patch 2
 Windows 2008 Enterprise
 Oracle 11g
 
 Any ideas of what was happening or where to look should this happen again?
 
 
 -- 
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
 
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
 
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
 
 
 
 -- 
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 
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Re: Gmail and AREmail Engine

[Danny Kellett]

Hi,

 

Yes used it lots of times. Works fine for SMTP

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Begosh
Sent: 27 September 2011 19:31
To: arslist@ARSLIST.ORG
Subject: Gmail and AREmail Engine

 

** 

List,

Has anyone out there used Gmail for the Email Server for the AREmail
engine.  For instance using a gmail account for SMTP outgoing email or
POP3/IMAP4 for incoming emails?

 

ARS 7.6.4

-- 
Kevin Begosh

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Re: Ports

[Danny Kellett]

Hi,

 

That is the standard Oracle TCP port. Not the AR Server one.

 

You can choose and its saved in the ar.cfg as TCD-Specific-Port

 

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: 23 September 2011 16:10
To: arslist@ARSLIST.ORG
Subject: Ports

 

** 

Hi,

 

Is there a standard port to use for AR System on 7.6.4 install.

I thought before it was 1521

 

 

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Re: Ports

[Danny Kellett]

Ben,

 

is the standard port for databases is not quite true. 1521 is Oracle, 1433
is MSSQL. 

 

And a word of warning, portmapper shouldn't be used if you are using a
firewall between you and the AR Server. Although you could map port 111 you
would have to map the TDC port too, which I guess you could do but its
easier to map just one ;)

 

Seems like I am being picky, sorry ;)

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ben Chernys
Sent: 23 September 2011 18:47
To: arslist@ARSLIST.ORG
Subject: Re: Ports

 

** 

1521 is the standard port for databases.  Remedy has no standard port.
Port mapper allows your clients to not set a port.  If you want a port, just
pick one, staying away from the lower numbers reserved for other services.

 

Cheers

 

Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email:mailto:ben.cher...@softwaretoolhouse.com Ben.Chernys _AT_
softwaretoolhouse.com
Web:  http://www.softwaretoolhouse.com www.softwaretoolhouse.com

Check out Software Tool House's free Diary Editor.

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

Ben

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: September-23-11 17:10
To: arslist@ARSLIST.ORG
Subject: Ports

 

** 

Hi,

 

Is there a standard port to use for AR System on 7.6.4 install.

I thought before it was 1521

 

 

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Re: User Tool and win7

[Danny Kellett]

Anyone get the crash when they select ctrl+o ? to open the object list?

Regards

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com
Sent: 16 September 2011 16:21
To: arslist@ARSLIST.ORG
Subject: Re: User Tool and win7

 

** 
We have been testing Win 7 (64bits) and RUT 7.6.4 for the past 3 months now. 
The only issue was with the consoles. But since we upgraded the RAM to 4Gb, we 
no longer have problems with the consoles at all.

The only other bug is with the spell checker with Office2010. You need to Alt 
+ Tab to find it again  while using spell check.  But as for Win 7 (64 Bits) 
and the Remedy User Tool 7.6.4 we are giving it a green light here.

Thank you,

Pascale Sterrett






shawn.pier...@sug.com
Sent by: arslist@ARSLIST.ORG

09/16/2011 06:29 AM


Please respond to
arslist@ARSLIST.ORG


To

arslist@ARSLIST.ORG


cc



Subject

Re: User Tool and win7

 






** 
It works for me on my laptop which is Windows 7 Enterprise 64-bit.  That’s not 
to say that it doesn’t crash on occasion, but it generally works.
 
Thanks,
 
Shawn Pierson 
Remedy Developer | Southern Union
5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, September 15, 2011 6:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: User Tool and win7
 
** 
 
However I have had no problems so far working on a 64 bit Windows 7 Home 
Premium Edition and the User tool.. So far at least and its been a while I have 
used it on it.. Apart from the consoles that are not supported which is as 
expected I do not have a problem with the tool itself..
 
Joe
 
From:  mailto:david_eas...@bmc.com Easter, David 
Sent: Thursday, September 15, 2011 7:01 PM
Newsgroups: public.remedy.arsystem.general
To:  mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Re: User Tool and win7
 
** 
Remedy User client is supported on Windows 7.  It’s just not supported on 
64-bit Windows 7 (or XP).  From the compatibility matrix:
AR System Client Supported Configurations
AR System supports the listed version of vendor products or higher.
 


MinimumOperating System Version

AR System Clients


Windows XP (32 bit only) – includes support for Vista [Enterprise, Business, 
Ultimate] (32-bit only)  Windows 7 [Professional, Enterprise, Ultimate] 
(32-bit only)

AR System User Tool
AR System Developer Studio


Windows 7 [Professional, Enterprise, Ultimate] (32-bit  64-bit)
Windows 2003  (32 or x64)

AR System Developer Studio
 


 
 
-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vaibhav Singhal
Sent: Thursday, September 15, 2011 3:45 PM
To: arslist@ARSLIST.ORG
Subject: User Tool and win7
 
** 
Hi List,
 
As far as I know, User Tool is not supported on Win7.
But, if UT installation directory is moved from XP machine to win7, it starts 
working!
 
Any thoughts about this?
 
 
Cheers!
Vaibhav
 

 

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Re: VM Clone for ARS 7.6.04

[Danny Kellett]

Hi John,

 

The outsourcing client I am doing some ITSM consulting for say they do not
clone the DB. That stays on the farm in RAC.

 

The AR instances are licensed individually when the clone is up. Its because
different customers have different license requirements so they can not have
a one license fits all approach.

 

There is no licensing with the midtier.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Doe
Sent: 01 September 2011 23:01
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

Danny, 

 

I am really curious about this.  Do you clone the app, db and mid-tier?
When you clone how do you deal with licensing for Remedy and the DB?  Do all
of the records come over?
I have not thought about this, but it would save us loads of time and
effort.

 

Thank you 

  

 

  _  

From: Danny Kellett danny.kell...@strategicworkflow.com
To: arslist@ARSLIST.ORG
Sent: Thursday, September 1, 2011 9:30 AM
Subject: Re: VM Clone for ARS 7.6.04

Hi,

Yes, we do it for all our environments. Dev, test production etc. VM Ware
Cloning is very good for that and very easy if you are running VSphere.

Kind regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: 01 September 2011 15:25
To: arslist@ARSLIST.ORG
Subject: VM Clone for ARS 7.6.04

All,

We were looking in to deploying clones on different VMs which would have ARS
7.6.4 / Oracle db etc.
Has anyone looked in to this and is it possible?

Thanks
Atul Vohra
President, ProTech Software Inc.
BMC Remedy Skilled Professional (R.S. P.) v7.1
BMC Certified Adminstrator v7.5


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Re: VM Clone for ARS 7.6.04

[Danny Kellett]

Hi,

 

There is a tool written by Carl Wilson that will make all those changes
automatically for you. Its excellent.

 

https://communities.bmc.com/communities/docs/DOC-7710

 

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: 02 September 2011 13:22
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

Also.. .don't forget that cloning the environment requires you to make
changes to your local config files and registry settings if your cloning it
to  a new server name.Like below, we don't clone the DB server but clone
the app/web servers between dev/test/prod.

 

Terry

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Friday, September 02, 2011 4:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

** 

Hi John,

 

The outsourcing client I am doing some ITSM consulting for say they do not
clone the DB. That stays on the farm in RAC.

 

The AR instances are licensed individually when the clone is up. Its because
different customers have different license requirements so they can not have
a one license fits all approach.

 

There is no licensing with the midtier.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Doe
Sent: 01 September 2011 23:01
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

Danny, 

 

I am really curious about this.  Do you clone the app, db and mid-tier?
When you clone how do you deal with licensing for Remedy and the DB?  Do all
of the records come over?
I have not thought about this, but it would save us loads of time and
effort.

 

Thank you 

  

 

  _  

From: Danny Kellett danny.kell...@strategicworkflow.com
To: arslist@ARSLIST.ORG
Sent: Thursday, September 1, 2011 9:30 AM
Subject: Re: VM Clone for ARS 7.6.04

Hi,

Yes, we do it for all our environments. Dev, test production etc. VM Ware
Cloning is very good for that and very easy if you are running VSphere.

Kind regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: 01 September 2011 15:25
To: arslist@ARSLIST.ORG
Subject: VM Clone for ARS 7.6.04

All,

We were looking in to deploying clones on different VMs which would have ARS
7.6.4 / Oracle db etc.
Has anyone looked in to this and is it possible?

Thanks
Atul Vohra
President, ProTech Software Inc.
BMC Remedy Skilled Professional (R.S. P.) v7.1
BMC Certified Adminstrator v7.5


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Re: VM Clone for ARS 7.6.04

[Danny Kellett]

Hi,

 

Not sure, we deploy Red Hat and we use a Perl script to change start files
etc. But I know Carl personally and he is a nice guy and would add the code
if you asked him nicely J.

 

Send him an email.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: 02 September 2011 14:07
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

I didn't know about this tool... thanks for sending it along!

 

Does it also do the necessary changes to the Registry settings in the
windows registry? 

 

Terry

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Friday, September 02, 2011 8:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

** 

Hi,

 

There is a tool written by Carl Wilson that will make all those changes
automatically for you. Its excellent.

 

https://communities.bmc.com/communities/docs/DOC-7710

 

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: 02 September 2011 13:22
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

Also.. .don't forget that cloning the environment requires you to make
changes to your local config files and registry settings if your cloning it
to  a new server name.Like below, we don't clone the DB server but clone
the app/web servers between dev/test/prod.

 

Terry

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Friday, September 02, 2011 4:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

** 

Hi John,

 

The outsourcing client I am doing some ITSM consulting for say they do not
clone the DB. That stays on the farm in RAC.

 

The AR instances are licensed individually when the clone is up. Its because
different customers have different license requirements so they can not have
a one license fits all approach.

 

There is no licensing with the midtier.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Doe
Sent: 01 September 2011 23:01
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

Danny, 

 

I am really curious about this.  Do you clone the app, db and mid-tier?
When you clone how do you deal with licensing for Remedy and the DB?  Do all
of the records come over?
I have not thought about this, but it would save us loads of time and
effort.

 

Thank you 

  

 

  _  

From: Danny Kellett danny.kell...@strategicworkflow.com
To: arslist@ARSLIST.ORG
Sent: Thursday, September 1, 2011 9:30 AM
Subject: Re: VM Clone for ARS 7.6.04

Hi,

Yes, we do it for all our environments. Dev, test production etc. VM Ware
Cloning is very good for that and very easy if you are running VSphere.

Kind regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: 01 September 2011 15:25
To: arslist@ARSLIST.ORG
Subject: VM Clone for ARS 7.6.04

All,

We were looking in to deploying clones on different VMs which would have ARS
7.6.4 / Oracle db etc.
Has anyone looked in to this and is it possible?

Thanks
Atul Vohra
President, ProTech Software Inc.
BMC Remedy Skilled Professional (R.S. P.) v7.1
BMC Certified Adminstrator v7.5


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Re: Multi-tenancy Setup for ‘One Customer – Multiple Support Desks’ scenario

[Danny Kellett]

Hi,

Not sure I agree. And you kind of pointed it out later in your own email. Have 
most of your data global and any specific ones you can put when your SDs want 
to raise a ticket to themselves and keep the info within that company.

I always make the customer company a operating company as well. It doesn't 
matter that you wont have a support org or people but where it does add value 
is if the customer company needs a different change management / release model 
etc. All those module rules are based off the support company and not the 
customer.

So all tickets that can have shared data be raised under the customer company 
(Which is an operating company too), and any tickets/data that is sensitive to 
the SD then they raise an internal ticket where the customer company is the SD 
company.

Again, remember that the access permissions are based on the support user and 
not the company they belong to on the General tab of people. This is just 
really who pays their salary / HR perspective etc.

My best advice is to create example companies and data and have a play.  Write 
up some use cases and see which works for you.

Good luck
Kind regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Schon, Stuart
Sent: 01 September 2011 04:33
To: arslist@ARSLIST.ORG
Subject: Re: Multi-tenancy Setup for ‘One Customer – Multiple Support Desks’ 
scenario

Hi

You will have an issue with the 3 Support Companies, 1 customer model as the 
Ops/Prod cats are normally associated with the customer coy not the support 
coy. You really have two  choices. Lots of 'duplicates' or consolidate your 
list to fit all 3 support companies needs. I would pump for the latter. Op Cats 
should be fairly generic and does it really matter that some prod cat products 
are visible to all as you are all in the same company. If you don't want a lot 
of clutter then make the op cats and prod cats global.

All the people would in the customer coy so that’s not a problem

The support groups will not be a problem as they will be assigned to the 
relevant support coy. . you will need to develop some rules (some 
additional very simply development may be required) to ensure that the correct 
ownership is associated with the ticket.

We operate multiple companies and multiple SD's but none of the companies each 
SD's support overlap. Ownership is the key to allow the right SD overarching 
access to the ticket so they can reassign when needed.



Stuart Schon
Team Leader

Fujitsu Australia Limited
2 Julius Avenue, North Ryde NSW 2113, Australia
T +61 2 9113 9435 M +61 458 592 245 
stuart.sc...@au.fujitsu.com
au.fujitsu.com

Please consider the environment before printing this email

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, 1 September 2011 04:48
To: arslist@ARSLIST.ORG
Subject: Re: Multi-tenancy Setup for ‘One Customer – Multiple Support Desks’ 
scenario

You are welcome to look at the multi-tenancy model documented on our web site, 
which is way more complicated than your requirement.  One thing to remember is 
that if all of the customers are in one customer company, and all three service 
desks' support staff members (homed in three separate operational companies) 
are given access to that customer company, they will be able to search/find/see 
but not edit incidents etc., that are created for those customers but assigned 
to the other service desks, because Company will effectively provide universal 
access.  The tickets will not appear in the consoles of groups they are not 
assigned to, unless you start mixing up Ownership (which 7.6.04 handles very 
badly compared to 7.0).  You may want to set rules to make owner same as 
assigned - it may default to that, but we have very explicit rules for 
ownership and almost never see other behavior.

In our implementation, the only way that a ticket is restricted to a single 
operational company is if the support staff member uses a support staff ID in 
that company as the customer, and it remains owned and assigned within that 
same operational company.



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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of RamaKanth
Sent: Wednesday, August 31, 2011 10:34 AM
To: arslist@ARSLIST.ORG
Subject: Multi-tenancy Setup for ‘One Customer – Multiple Support Desks’ 
scenario

Dear Community,
We are having difficulty in implementing Multi-tenancy model with the below 
setup we have. Any thoughts on implementing this are highly appreciated.

We are part of one company (lets call it as ‘ABC’)
We have 3 different service desks 
1.  IT Service Desk
2.  Finance Service Desk
3.  Facilities Service Desk

How do we manage 

Re: Multi-tenancy Setup for ‘One Customer – Multiple Support Desks’ scenario

[Danny Kellett]

Hi Anne,

I wasn’t saying put global in company fields. Just use the global for 
foundation data that is shared. Like in the previous email for Categories etc.

Kind regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ramey, Anne
Sent: 01 September 2011 15:16
To: arslist@ARSLIST.ORG
Subject: Re: Multi-tenancy Setup for ‘One Customer – Multiple Support Desks’ 
scenario

We have a lot of dups across our support desks/tenancies.  For us it had as 
much to do with privacy for the tenancies as anything else.  You have to 
remember that Global in company fields can give Global view rights to that 
ticket.  For our customers, that was unacceptable.

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Thursday, September 01, 2011 7:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Multi-tenancy Setup for ‘One Customer – Multiple Support Desks’ 
scenario

Hi,

Not sure I agree. And you kind of pointed it out later in your own email. Have 
most of your data global and any specific ones you can put when your SDs want 
to raise a ticket to themselves and keep the info within that company.

I always make the customer company a operating company as well. It doesn't 
matter that you wont have a support org or people but where it does add value 
is if the customer company needs a different change management / release model 
etc. All those module rules are based off the support company and not the 
customer.

So all tickets that can have shared data be raised under the customer company 
(Which is an operating company too), and any tickets/data that is sensitive to 
the SD then they raise an internal ticket where the customer company is the SD 
company.

Again, remember that the access permissions are based on the support user and 
not the company they belong to on the General tab of people. This is just 
really who pays their salary / HR perspective etc.

My best advice is to create example companies and data and have a play.  Write 
up some use cases and see which works for you.

Good luck
Kind regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Schon, Stuart
Sent: 01 September 2011 04:33
To: arslist@ARSLIST.ORG
Subject: Re: Multi-tenancy Setup for ‘One Customer – Multiple Support Desks’ 
scenario

Hi

You will have an issue with the 3 Support Companies, 1 customer model as the 
Ops/Prod cats are normally associated with the customer coy not the support 
coy. You really have two  choices. Lots of 'duplicates' or consolidate your 
list to fit all 3 support companies needs. I would pump for the latter. Op Cats 
should be fairly generic and does it really matter that some prod cat products 
are visible to all as you are all in the same company. If you don't want a lot 
of clutter then make the op cats and prod cats global.

All the people would in the customer coy so that’s not a problem

The support groups will not be a problem as they will be assigned to the 
relevant support coy. . you will need to develop some rules (some 
additional very simply development may be required) to ensure that the correct 
ownership is associated with the ticket.

We operate multiple companies and multiple SD's but none of the companies each 
SD's support overlap. Ownership is the key to allow the right SD overarching 
access to the ticket so they can reassign when needed.



Stuart Schon
Team Leader

Fujitsu Australia Limited
2 Julius Avenue, North Ryde NSW 2113, Australia
T +61 2 9113 9435 M +61 458 592 245 
stuart.sc...@au.fujitsu.com
au.fujitsu.com

Please consider the environment before printing this email

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, 1 September 2011 04:48
To: arslist@ARSLIST.ORG
Subject: Re: Multi-tenancy Setup for ‘One Customer – Multiple Support Desks’ 
scenario

You are welcome to look at the multi-tenancy model documented on our web site, 
which is way more complicated than your requirement.  One thing to remember is 
that if all of the customers are in one customer company, and all three service 
desks' support staff members (homed in three separate operational companies) 
are given access to that customer company, they will be able to search/find/see 
but not edit incidents etc., that are created for those customers but assigned 
to the other service desks, because Company will effectively provide universal 
access.  The tickets will not appear in the consoles of groups they are not 
assigned to, unless you start mixing up Ownership

Re: VM Clone for ARS 7.6.04

[Danny Kellett]

Hi,

Yes, we do it for all our environments. Dev, test production etc. VM Ware 
Cloning is very good for that and very easy if you are running VSphere.

Kind regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: 01 September 2011 15:25
To: arslist@ARSLIST.ORG
Subject: VM Clone for ARS 7.6.04

All,

We were looking in to deploying clones on different VMs which would have ARS 
7.6.4 / Oracle db etc.
Has anyone looked in to this and is it possible?

Thanks
Atul Vohra
President, ProTech Software Inc.
BMC Remedy Skilled Professional (R.S. P.) v7.1
BMC Certified Adminstrator v7.5

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Re: VM Clone for ARS 7.6.04

[Danny Kellett]

:) 

BMC cloud offering, ondemand is on vmware.

http://www.vmware.com/company/news/releases/bmc_vmworld08.html

http://www.vmware.com/files/pdf/partners/statement_direction_virtual_environment.pdf

This disk speed analysis tool came in handy
http://communities.vmware.com/docs/DOC-10095

There is also a whitepaper on vmware and AR System but the BMC Support site 
seems to be down at the moment. I can email you an old version directly if you 
like?

Kind regards
Danny

Single Sign On (SSO) for the BMC Remedy AR System and ITSM
http://www.javasystemsolutions.com/jss/ssoplugin

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: 01 September 2011 16:27
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

I knew folks from Java System Solutions would have done this :) BTW your SSO 
solution is just amazing.

OK now can I get some guidance - some white paper if available etc :-)

Thanks
Atul Vohra


-Original Message-
From: supp...@javasystemsolutions.com
Date: 09/01/2011 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

Sorry it may be more helpful to provide some things we found out :)

The midtier environments need resources in the order of CPU, Memory, Disk SPEED
The AR Server env.. Memory, CPU, Disk Speed
The DB using Oracle on RHEL5.5, Its Disk Speed, CPU if you do NOT have 
enterprise license.

There are plenty of forums about running databases on VMs. It can be possible 
but some argue its not great on performance. But the midtier and ARS, running 
ITSM 7.6.04 run fine if you dedicate resources

Kind regards
Danny

Single Sign On (SSO) for the BMC Remedy AR System and ITSM
http://www.javasystemsolutions.com/jss/ssoplugin

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: 01 September 2011 15:25
To: arslist@ARSLIST.ORG
Subject: VM Clone for ARS 7.6.04

All,

We were looking in to deploying clones on different VMs which would have ARS 
7.6.4 / Oracle db etc.
Has anyone looked in to this and is it possible?

Thanks
Atul Vohra
President, ProTech Software Inc.
BMC Remedy Skilled Professional (R.S. P.) v7.1
BMC Certified Adminstrator v7.5

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