Re: Can we call shell script on remote server via AL run process command?

[jham36]

I used to use psexec as someone suggested to execute programs on another 
server.  When we upgraded to ARS 9.x, that stopped working.  It has 
something to do with java security.  I was able to get it to work by using 
a powershell script to call the remote executable.
I don't know if you can use that to call something on a unix server though. 
 I am using it to call an exe on another windows box.
I have two functions in my powershell script.  One calls the remote exe and 
waits for a response, the other calls the remote exe and doesn't wait for a 
response.

James

On Wednesday, September 20, 2017 at 3:45:26 AM UTC-4, Abhishek Anand wrote:
>
> Hi, 
>
> We have to call the  REMOTE server  .sh script from our remedy server 
> which is on windows. 
> So tried it via filter RUN PROCESS but its failing. 
>
> Please suggest on it. 
>
> Regards, 
> AA 
>
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Re: SSL on Mid Tier with Load Balancer

[jham36]

Thanks all for the input.  Very helpful.  Just need to straighten out my 
network guy and see how it goes.

On Wednesday, April 12, 2017 at 5:02:55 PM UTC-4, jham36 wrote:
>
> We are setting up a new 9.1 mid tier server running on windows server 
> 2012.  We will use IIS with tomcat and our load balancer will hold the ssl 
> cert.
> We contacted support to get all of our ducks in a row before diving in. 
>  You all know how that went.
> Just looking for advice on iis and tomcat configuration and port settings 
> to support this setup.
> Anything special we need to do?  I assume we will have to have iis 
> listening on port 443.  Should tomcat be listening on 8443?
>
> Thanks,
> James
>

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SSL on Mid Tier with Load Balancer

[jham36]

We are setting up a new 9.1 mid tier server running on windows server 2012. 
 We will use IIS with tomcat and our load balancer will hold the ssl cert.
We contacted support to get all of our ducks in a row before diving in. 
 You all know how that went.
Just looking for advice on iis and tomcat configuration and port settings 
to support this setup.
Anything special we need to do?  I assume we will have to have iis 
listening on port 443.  Should tomcat be listening on 8443?

Thanks,
James

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Re: HP ALM and Remedy

[jham36]

We use HP UFT (desktop tool) along with the HP ALM server.  I haven't tried 
recently, but UFT does not recognize all of the objects in the browser for 
Remedy and if I remember correctly, basically blew up.
I have given up on running automated tests against my Remedy environment. 
 I have heard that others have had luck using Selenium.

James

On Monday, May 16, 2016 at 4:12:38 PM UTC-4, William Rentfrow wrote:
>
> ** 
>
> Yeah, I have sinned - I said "HP".  Apologies :)
>
>  
>
> That said, has anyone ever used ALM's automation with Remedy?  I found out 
> recently we are going to have to start using it to document testing and 
> there's apparently some automation so you can script it using something 
> called UFP (UFT? Details are sketchy).
>
>  
>
> I can't find anything one way or the other by Googling, but the Remedy 
> browser is a different animal than many browser based apps.  Maybe it will 
> work? I have no idea - but if we won't be able to automate this I'd like to 
> try to get that out in the beginning.
>
>  
>
> William Rentfrow
>
> wren...@stratacominc.com 
>
> Office: 715-204-3061 or 701-232-5697x25
>
> Cell: 715-498-5056
>
>  
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Re: Vendor Form to external Oracle Database

[jham36]

Thanks - good to know.  I finally got AI working.  Little thanks to BMC 
support on that.  I don't think I need this solution right now.

James

On Wednesday, March 9, 2016 at 6:05:46 PM UTC-5, LJ LongWing wrote:
>
> ** 
> James,
> A View form gives you all of the ability to query/update/insert/delete 
> that your account has permission to do on the other end, and is 
> significantly easier than setting up an ARDBC Plugin.
>
> On Wed, Mar 9, 2016 at 3:56 PM, jham36 <jha...@gmail.com > 
> wrote:
>
>> ** 
>> Thanks, but I need to update the data in the external database.  I think 
>> I need a vendor form for this.
>>
>> My first solution to this was using AIE.  That worked fine, but we are 
>> migrating to ARS 9.1 with AI and support is not very helpful in telling me 
>> how to pass a variable into my job/transformation into the ARInput step.  
>> They want me to directly query the AR database, which I am not a fan of 
>> doing since the table and column names may differ between dev and 
>> production.  Going through the Application server with the ARInput step 
>> seems like a better solution instead of a TableInput step.
>>
>> On Wednesday, March 9, 2016 at 1:17:15 PM UTC-5, jham36 wrote:
>>>
>>> ARS 9.1 windows 2008 oracle 11
>>> External DB Oracle 11
>>> I am trying to use ojdbc6.jar file from the oracle client installation 
>>> to create a plugin to be used in a view form.
>>> I am trying to follow the limited instructions that BMC offers on how to 
>>> do this, but everything is too generic.  "create your plugin", "Add it to 
>>> the Plugin Server Configuration", "Add anything else you need"
>>> That's not much help.  I am sure someone has figured out how to do 
>>> this.  I would think a connection to an external oracle database would be 
>>> fairly common.  Common enough for BMC to provide better documentation.
>>>
>>> Can anyone point me in the right direction here?  What needs to be 
>>> provided when using the Plugin Server Config form?  What user defined 
>>> parameters are needed?  What else is needed?  Do I have to manually update 
>>> pluginserver cong and ar.cfg?
>>>
>>> Thanks,
>>> James
>>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
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Re: Vendor Form to external Oracle Database

[jham36]

Thanks, but I need to update the data in the external database.  I think I 
need a vendor form for this.

My first solution to this was using AIE.  That worked fine, but we are 
migrating to ARS 9.1 with AI and support is not very helpful in telling me 
how to pass a variable into my job/transformation into the ARInput step. 
 They want me to directly query the AR database, which I am not a fan of 
doing since the table and column names may differ between dev and 
production.  Going through the Application server with the ARInput step 
seems like a better solution instead of a TableInput step.

On Wednesday, March 9, 2016 at 1:17:15 PM UTC-5, jham36 wrote:
>
> ARS 9.1 windows 2008 oracle 11
> External DB Oracle 11
> I am trying to use ojdbc6.jar file from the oracle client installation to 
> create a plugin to be used in a view form.
> I am trying to follow the limited instructions that BMC offers on how to 
> do this, but everything is too generic.  "create your plugin", "Add it to 
> the Plugin Server Configuration", "Add anything else you need"
> That's not much help.  I am sure someone has figured out how to do this. 
>  I would think a connection to an external oracle database would be fairly 
> common.  Common enough for BMC to provide better documentation.
>
> Can anyone point me in the right direction here?  What needs to be 
> provided when using the Plugin Server Config form?  What user defined 
> parameters are needed?  What else is needed?  Do I have to manually update 
> pluginserver cong and ar.cfg?
>
> Thanks,
> James
>

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Vendor Form to external Oracle Database

[jham36]

ARS 9.1 windows 2008 oracle 11
External DB Oracle 11
I am trying to use ojdbc6.jar file from the oracle client installation to 
create a plugin to be used in a view form.
I am trying to follow the limited instructions that BMC offers on how to do 
this, but everything is too generic.  "create your plugin", "Add it to the 
Plugin Server Configuration", "Add anything else you need"
That's not much help.  I am sure someone has figured out how to do this.  I 
would think a connection to an external oracle database would be fairly 
common.  Common enough for BMC to provide better documentation.

Can anyone point me in the right direction here?  What needs to be provided 
when using the Plugin Server Config form?  What user defined parameters are 
needed?  What else is needed?  Do I have to manually update pluginserver 
cong and ar.cfg?

Thanks,
James

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Re: tnsnames.ora change not recognized

[jham36]

Doublecheck the entry in tnsnames.ora.  Open a command prompt on the remedy 
server and type:   tnsping {entryname}
See if it returns OK
Is the alias for the db name or the db server?  If it is for the server, 
make sure you can ping the alias name.  You may need to have your DNS 
server updated as well.

On Tuesday, February 16, 2016 at 10:45:41 AM UTC-5, Remedy_Mark wrote:
>
> ** 
>
> Hi All
>
>  
>
> On my dev environment, we moved an external oracle (non-Remedy) database 
> to another subnet and then updated tnsnames.ora file with a new alias in 
> the oracle client. As far as I know, that is all we needed to do but when I 
> run a query using the alias I get ORA-02019: connection description for 
> remote database not found. Is there something I am missing?
>
>  
>
> ARS 7.6.04
>
> Oracle 11.2
>
>  
>
> 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
>
> [image: navsig]
>
>  
>
> --
>
> 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 
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Re: Call AI job from workflow?

[jham36]

I have a job and a transformation that I migrated over from AIE.  Creating 
entries for parameters in the UDM forms will not work in my case.  I need 
to pass a different PKE each time it runs.  I know how to do that now with 
kitchen.bat using  /param:MyParam=Value
What I can't figure out is how to use that variable in my 
job/transformation as part of my ARInput step.

On Wednesday, February 24, 2016 at 4:48:48 PM UTC-5, Rick Cook wrote:
>
> ** 
>
> What you do in AI is create a job, into which one or more transformations 
> are placed.  You can then set the Job to run on an automated schedule or 
> set workflow to run the job event driven. All AI data is stored in the UDM 
> forms.  
>
> Rick
> On Feb 24, 2016 1:24 PM, "jham36" <jha...@gmail.com > wrote:
>
>> ** 
>> Has this been figured out?  I opened a ticket with support on this.  With 
>> AIE I would call aiexfer.exe and pass my variables there and it would 
>> create an entry in Application Pending and only process the single record I 
>> wanted.
>> Support is telling me to use this command for AI:
>>
>> cd C:\Program Files\BMC Software\ARSystem\diserver\data-integration 
>> kitchen.bat /level:Basic /server:W-SSARKATE-67 /port:0 /user:Demo 
>> /pass:Demo /job:Test_job1 /dir:/ > C:\Test\trans.log
>>
>>
>> What they failed to tell me is how to pass in a PKE ID and if I need to 
>> add anything into the transformation to make use of the 
>> parameter/variable.  In AIE it just worked.
>>
>>
>> Thanks,
>>
>> James
>>
>> On Monday, August 3, 2015 at 5:10:45 PM UTC-4, Andrew Hicox wrote:
>>>
>>> ** 
>>> Thanks for the pointers everyone!
>>> I'm still a long way from getting this working, however I think I'm on 
>>> the right track now.
>>>
>>> For those who may be interested, here's some interesting things I've 
>>> found so far:
>>>
>>> 1) there is a (very convoluted, yet apparently working) example of this 
>>> sort of thing already in the OOB code if you have SRM installed.
>>> Check out the workflow on 
>>>
>>> *SRS:ImportExportConsole*
>>> 2) contrary to the documentation, you do NOT need to create a Job, you 
>>> can call transformations directly from workflow.
>>> As Jarl pointed out, you can do this by pushing data into 
>>> *UDM:Execution* (though I suspect you still need Job if you want to use 
>>> *Application 
>>> Pending*)
>>>
>>> 3) The way you can send variables (i.e. "Parameters" in Pentaho-land) 
>>> into an AI Job or Transformation is via the *UDM:Variable* form.
>>> The *Name* field corresponds to the *Parameter* (in Spoon, right-click, 
>>> select "Job Properties" or "Transformation Properties", these are defined 
>>> in the "Parameters" tab)
>>> The *Value *field is the value you want to set on the parameter.
>>> And this is apparently what *'Variable Set Name'* is for on 
>>> *UDM:Execution*, and *UDM:ExecutionInstance* ... you send a GUID on 
>>> this to *UDM:Variables*, as well as to *UDM:Execution*, and that's how 
>>> it binds these specific variables to the job or transformation you're 
>>> executing (this field is missing from *Application Pending*, so I've 
>>> got no idea how you can send parameters into a job from that form).
>>>
>>> thanks again everyone. I'll keep the thread updated as I figure this out 
>>> (for future googling posterity if nothing else).
>>>
>>> -Andy
>>>
>>>
>>> On Mon, Aug 3, 2015 at 1:20 PM, Jarl Grøneng <jarl.g...@gmail.com> 
>>> wrote:
>>>
>>>> ** 
>>>> Hi.
>>>>
>>>> Push to the UDM:Execution form:
>>>> Directory:  ""
>>>> Log Level:  "Minimal"
>>>> Type:   "Job"
>>>> Operation:  "Start"
>>>> Carte ObjectID: "" (grab the name from 
>>>> UDM:ExecutionInstance)
>>>> Name:   ""
>>>>
>>>> Not sure about parameteters, but take a look at the Variable Set Name 
>>>> field.
>>>>
>>>>
>>>> Logging, take a look at:
>>>> UDM:StepLog
>>>> UDM:TransformationLog
>>>> UDM:JobEntryLog
>>>> UDM:JobLog
>>>> UDM:ExecutionStatus
>>>>
>>>> --
>>>> J
>>>>
>>>> 2015-08-03 18:46 GMT+02:00 Andrew Hicox <and...@hicox.com>:
>

Re: Call AI job from workflow?

[jham36]

Has this been figured out?  I opened a ticket with support on this.  With 
AIE I would call aiexfer.exe and pass my variables there and it would 
create an entry in Application Pending and only process the single record I 
wanted.
Support is telling me to use this command for AI:

cd C:\Program Files\BMC Software\ARSystem\diserver\data-integration 
kitchen.bat /level:Basic /server:W-SSARKATE-67 /port:0 /user:Demo 
/pass:Demo /job:Test_job1 /dir:/ > C:\Test\trans.log


What they failed to tell me is how to pass in a PKE ID and if I need to add 
anything into the transformation to make use of the parameter/variable.  In 
AIE it just worked.


Thanks,

James

On Monday, August 3, 2015 at 5:10:45 PM UTC-4, Andrew Hicox wrote:
>
> ** 
> Thanks for the pointers everyone!
> I'm still a long way from getting this working, however I think I'm on the 
> right track now.
>
> For those who may be interested, here's some interesting things I've found 
> so far:
>
> 1) there is a (very convoluted, yet apparently working) example of this 
> sort of thing already in the OOB code if you have SRM installed.
> Check out the workflow on 
>
> *SRS:ImportExportConsole*
> 2) contrary to the documentation, you do NOT need to create a Job, you can 
> call transformations directly from workflow.
> As Jarl pointed out, you can do this by pushing data into *UDM:Execution* 
> (though I suspect you still need Job if you want to use *Application 
> Pending*)
>
> 3) The way you can send variables (i.e. "Parameters" in Pentaho-land) into 
> an AI Job or Transformation is via the *UDM:Variable* form.
> The *Name* field corresponds to the *Parameter* (in Spoon, right-click, 
> select "Job Properties" or "Transformation Properties", these are defined 
> in the "Parameters" tab)
> The *Value *field is the value you want to set on the parameter.
> And this is apparently what *'Variable Set Name'* is for on 
> *UDM:Execution*, and *UDM:ExecutionInstance* ... you send a GUID on this 
> to *UDM:Variables*, as well as to *UDM:Execution*, and that's how it 
> binds these specific variables to the job or transformation you're 
> executing (this field is missing from *Application Pending*, so I've got 
> no idea how you can send parameters into a job from that form).
>
> thanks again everyone. I'll keep the thread updated as I figure this out 
> (for future googling posterity if nothing else).
>
> -Andy
>
>
> On Mon, Aug 3, 2015 at 1:20 PM, Jarl Grøneng  > wrote:
>
>> ** 
>> Hi.
>>
>> Push to the UDM:Execution form:
>> Directory:  ""
>> Log Level:  "Minimal"
>> Type:   "Job"
>> Operation:  "Start"
>> Carte ObjectID: "" (grab the name from 
>> UDM:ExecutionInstance)
>> Name:   ""
>>
>> Not sure about parameteters, but take a look at the Variable Set Name 
>> field.
>>
>>
>> Logging, take a look at:
>> UDM:StepLog
>> UDM:TransformationLog
>> UDM:JobEntryLog
>> UDM:JobLog
>> UDM:ExecutionStatus
>>
>> --
>> J
>>
>> 2015-08-03 18:46 GMT+02:00 Andrew Hicox :
>>
>>> ** 
>>> Aah yeah, I found this in the documentation, so it looks like the way to 
>>> trigger an AI job is basically to push the right values into "Application 
>>> Pending" (at least on 8.1.01):
>>>
>>>
>>> https://docs.bmc.com/docs/display/public/ac81/Setting+up+event-driven+jobs+in+Atrium+Integrator
>>>
>>> I think from there, I can probably watch the various log forms 
>>> (UDM:TransformationLog, UDM:StepLog etc) to try and catch errors, status, 
>>> etc. Though identifying MY specific job versus any other random job that 
>>> might be running at the time ... I'm not quite clear on that (yet), but 
>>>  really what I'm struggling with now, is how to send a variable into 
>>> the AI job.
>>>
>>> Just one would do. If I could send a GUID or something into the job, 
>>> that'd be good enough to glue everything together (for instance I can use 
>>> the GUID to reach back into the DB and find my attachment filename, 
>>> identify my logs from all the others, etc).  Thing is ... so far ... I just 
>>> don't see a way to do something like that, but maybe I'm just barking up 
>>> the wrong tree and there's a "right" way to do this? 
>>>
>>> I see a few suspiciously "extra" fields on Application Pending ('Field 
>>> 1', 'Field 2', 'Other Short', 'Other Long', etc). That is certainly the 
>>> sort of thing I'd put on a form to send arguments to a job, but as to how 
>>> specifically these are used (if at all) ... God, it's just anyone's guess 
>>> because there's absolutely zippy mention in the documentation (that I can 
>>> find at least).
>>>
>>> Any more help out there? LOL :-)
>>>
>>> thanks everyone!
>>>
>>> -Andy
>>>
>>>
>>>
>>>
>>> On Mon, Aug 3, 2015 at 11:28 AM, Rick Cook >> > wrote:
>>>
 ** 

 I've done it, though my memory is fuzzy on the details.  Basically, 
 when you schedule your AI job, it creates a record in a form.  The form 
 name depends on the version of AI, but it's in the docs. 

 

Re: Remedy 9 PROCESS command

[jham36]

My Active Link is actually a test for what is really done as an Escalation. 
 I need to call the exe to return a status value.  I created an Active Link 
and attached it to a button in order to test.  It is failing as an AL and 
as an Escalation.

On Thursday, August 20, 2015 at 5:58:51 PM UTC-4, Grooms, Frederick W wrote:

 ** 

 I’m always leery of running a server side command from an AL.  I now do 
 the following

  

 Create a SERVICE type filter to run the command.

 Call the Filter from the AL with the Service action (and in here you can 
 return the values you want)

  

 Fred

  

  

 *From:* Action Request System discussion list(ARSList) [mailto:
 ars...@arslist.org javascript:] *On Behalf Of *jham36
 *Sent:* Thursday, August 20, 2015 4:44 PM
 *To:* ars...@arslist.org javascript:
 *Subject:* Remedy 9 PROCESS command

  

 ** 

 Hello
 ...


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Re: Remedy 9 PROCESS command

[jham36]

The paexec.exe is being called by both the AL and the Escalation.  It just 
isn't working the same as it does on my 7.5 server.  Paexec creates the 
remote process and the command is run on the remote machine, but it doesn't 
remove the remote process and doesn't return the value.
It works if I run it from a command line and call the exe on the remote 
server.

On Friday, August 21, 2015 at 12:17:53 PM UTC-4, Grooms, Frederick W wrote:

 Since it is failing as an Escalation as well then it is not encountering 
 the Active Link Run Process directory security setting in the Admin Console 

 I don’t have any v9 servers up right now so I'm not sure what is trying to 
 run. 

 Fred 

 -Original Message- 
 From: jham36 [mailto:jha...@gmail.com javascript:] 
 Sent: Friday, August 21, 2015 10:24 AM 
 To: Remedy ARS 
 Cc: ars...@arslist.org javascript:; Grooms, Frederick W 
 Subject: Re: Remedy 9 PROCESS command 

 My Active Link is actually a test for what is really done as an 
 Escalation.  I need to call the exe to return a status value.  I created an 
 Active Link and attached it to a button in order to test.  It is failing as 
 an AL and as an Escalation. 

 -Original Message- 
 On Thursday, August 20, 2015 at 5:58:51 PM UTC-4, Grooms, Frederick W 
 wrote: 
 ** 
 I’m always leery of running a server side command from an AL.  I now do 
 the following 
   
 Create a SERVICE type filter to run the command. 
 Call the Filter from the AL with the Service action (and in here you can 
 return the values you want) 
   
 Fred 
   
 -Original Message-  
 From: Action Request System discussion list(ARSList) [mailto:
 ars...@arslist.org javascript:] On Behalf Of jham36 
 Sent: Thursday, August 20, 2015 4:44 PM 
 To: ars...@arslist.org javascript: 
 Subject: Remedy 9 PROCESS command 

 ** 
 Hello all, 

 A few months ago I posted an issue about running psexec from Remedy and 
 got some good help.  I ended up using paexec which is able to get the 
 console output from the remote process and return it directly into remedy. 
 I am currently on ARS 7.5 and upgrading to ARS 9 and doing some testing on 
 the new servers.  What I have is an Active Link doing a set fields 
 $PROCESS$ @@:$StatusCommand$ $Test Set Name$ 
 I am getting values from fields on the form to use in the Process command. 
  The path to paexec.exe plus parameters and the remote exe name and 
 parameters. 

 D:\QCInt\PAExec\paexec.exe \\servername -u domain\User -p Password 
 C:\User\QCInt\RunTestSet\RunTestSet.exe -ss Demo_Process 

 I didn't have to call cmd.exe or comspec or anything special. 

 This works fine with my ARS 7.5 system and I get the return value into 
 Remedy. 
 On my new ARS 9 system, the remote process is executed, but I do not get 
 the return value and the paexec process as well as the remote temporary 
 paexec service do not exit. 
 When I run the same command from a command line on the new remedy server, 
 it works just fine. 
 It seems that something has changed in how the $PROCESS$ command works. 

 Any ideas? 

 Thanks, 
 James 

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Remedy 9 PROCESS command

[jham36]

Hello all,

A few months ago I posted an issue about running psexec from Remedy and got 
some good help.  I ended up using paexec which is able to get the console 
output from the remote process and return it directly into remedy.
I am currently on ARS 7.5 and upgrading to ARS 9 and doing some testing on 
the new servers.  What I have is an Active Link doing a set fields 
$PROCESS$ @@:$StatusCommand$ $Test Set Name$
I am getting values from fields on the form to use in the Process command. 
 The path to paexec.exe plus parameters and the remote exe name and 
parameters.

D:\QCInt\PAExec\paexec.exe \\servername -u domain\User -p Password 
C:\User\QCInt\RunTestSet\RunTestSet.exe -ss Demo_Process

I didn't have to call cmd.exe or comspec or anything special.

This works fine with my ARS 7.5 system and I get the return value into 
Remedy.
On my new ARS 9 system, the remote process is executed, but I do not get 
the return value and the paexec process as well as the remote temporary 
paexec service do not exit.
When I run the same command from a command line on the new remedy server, 
it works just fine.
It seems that something has changed in how the $PROCESS$ command works.

Any ideas?

Thanks,
James

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Error installing Atrium Core Patch 8.1.0.2

[jham36]

Hello all,

We are setting up a new production environment.  ARSystem, ITSM and Attrium 
Core are all installed.  When we try to install the patch for Attrium Core, 
we get an error.
LOG EVENT {Description=[SET PROPERTY 
VALIDATION_ERROR_RESULT],Detail=[INVALID_AR_INSTALLATION_NOT_FOUND]}

I would think that NOT finding an invalid install would be a good thing, 
but apparently not in this case. So... the atrium patch installer cannot 
find our AR install even though it had no problems finding the arcache.exe 
within the AR install directory a few lines above this error.

Support has sent us new ARSystemInstalledConfiguration.xml and 
AtriumCoreInstalledConfiguration.xml files that have not helped.  I have 
verified that the BMC_AR_SYSTEM_HOME path is set correctly.

We are on Windows 2008 SP2 server
Oracle 11gR2 db.

Thanks,
James


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Running PSEXEC from Remedy

[jham36]

Hello all.  I am trying to execute a set fields action with a process 
command.  We have built a console in remedy for our users to be able to 
execute some remote automation that they normally would not have access to. 
 Currently this works fine when the controlling process is run on our 
Remedy server.
My problem is that I do not want this process running on the remedy server. 
 In some cases it runs for an hour, in others it can run for days depending 
on what the automation is doing.
I want to offload this process to another server.  I have successfully 
tested this by using a few vbscripts that write a file out to the remote 
server that gets picked up by another process and executes the command and 
writes out the results to another file to be picked up and returned to 
remedy.
With the set fields command, I am not always expecting a return value for 
the process.  If the command is to get the status, or to see if a vm is 
available to run the process, I want a return value. When running the 
automation, I don't need a return value.
That all may be a bit confusing but isn't really too important with regards 
to my issue.
Besides my working test with writing out text files and multiple vbscripts, 
I am also exploring using psexec which would require one vbscript to 
execute since i need to write out a text file in order to get the stdout. 
 Another option is a program called paexec, which is almost identical to 
psexec, except that the stdout is returned without needing to write out a 
text file.
My issue is that when I have the Process command run from remedy, it runs 
my vbscript on my remedy server, but the paexec does not seem to run.  When 
I try with psexec, it executes, but hangs and does not connect to the 
remote machine.  Executing my vbscript from a command line works fine for 
both psexec and paexec.  If I replace the paexec or psexec command in my 
vbscript with hostname, it returns the hostname of my server to remedy.
I'm thinking that the psexec or paexec are not getting network access when 
remedy is running the vbscript that calls these programs.
I was also considering trying to call the paexec program directly in the 
Process command, but remedy throws an error.
$PROCESS$ @@:D:\QCInt\Test\paexec.exe \\remotesrvname 
C:\User\QCInt\RunTestSet\RunTestSet.exe -ss Process2Run

Any ideas on the programs seemingly not having network access when remedy 
executes the vbscript or remedy throwing an error when I forgo the script 
and run the command directly?

Thanks,
James
 

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Re: Running PSEXEC from Remedy

[jham36]

Our Remedy service is starting as System.  That service runs armonitor, 
which I guess runs all the other related remedy processes including 
ARserver.
Since I am working on DEV, I can try and have that startup as a named 
generic account that we use to login to the remedy server with.

Thanks,
James

On Friday, March 20, 2015 at 11:08:30 AM UTC-4, LJ LongWing wrote:

 ** 
 James,
 One problem that most people end up experiencing at one point or another 
 is that their Remedy server is not running as the same user they are using 
 to 'test' when remoted in.  If Remedy is not 'running as' the user that you 
 are remoted into the server as, then it's not running with the same 
 permissions/environment.  So, if not already doing so, have the Remedy 
 service run as the same user you are testing with and you may find that the 
 problems go away.

 On Fri, Mar 20, 2015 at 8:49 AM, jham36 jha...@gmail.com javascript: 
 wrote:

 ** 
 Hello all.  I am trying to execute a set fields action with a process 
 command.  We have built a console in remedy for our users to be able to 
 execute some remote automation that they normally would not have access 
 to.  Currently this works fine when the controlling process is run on our 
 Remedy server.
 My problem is that I do not want this process running on the remedy 
 server.  In some cases it runs for an hour, in others it can run for days 
 depending on what the automation is doing.
 I want to offload this process to another server.  I have successfully 
 tested this by using a few vbscripts that write a file out to the remote 
 server that gets picked up by another process and executes the command and 
 writes out the results to another file to be picked up and returned to 
 remedy.
 With the set fields command, I am not always expecting a return value for 
 the process.  If the command is to get the status, or to see if a vm is 
 available to run the process, I want a return value. When running the 
 automation, I don't need a return value.
 That all may be a bit confusing but isn't really too important with 
 regards to my issue.
 Besides my working test with writing out text files and multiple 
 vbscripts, I am also exploring using psexec which would require one 
 vbscript to execute since i need to write out a text file in order to get 
 the stdout.  Another option is a program called paexec, which is almost 
 identical to psexec, except that the stdout is returned without needing to 
 write out a text file.
 My issue is that when I have the Process command run from remedy, it runs 
 my vbscript on my remedy server, but the paexec does not seem to run.  When 
 I try with psexec, it executes, but hangs and does not connect to the 
 remote machine.  Executing my vbscript from a command line works fine for 
 both psexec and paexec.  If I replace the paexec or psexec command in my 
 vbscript with hostname, it returns the hostname of my server to remedy.
 I'm thinking that the psexec or paexec are not getting network access 
 when remedy is running the vbscript that calls these programs.
 I was also considering trying to call the paexec program directly in the 
 Process command, but remedy throws an error.
 $PROCESS$ @@:D:\QCInt\Test\paexec.exe \\remotesrvname 
 C:\User\QCInt\RunTestSet\RunTestSet.exe -ss Process2Run

 Any ideas on the programs seemingly not having network access when remedy 
 executes the vbscript or remedy throwing an error when I forgo the script 
 and run the command directly?

 Thanks,
 James
  
 _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: Running PSEXEC from Remedy

[jham36]

Thanks LJ - It worked.  vbscript executes, runs psexec or paexec, process 
runs on remote machine and the stcout is returned to Remedy.

James

On Friday, March 20, 2015 at 11:08:30 AM UTC-4, LJ LongWing wrote:

 ** 
 James,
 One problem that most people end up experiencing at one point or another 
 is that their Remedy server is not running as the same user they are using 
 to 'test' when remoted in.  If Remedy is not 'running as' the user that you 
 are remoted into the server as, then it's not running with the same 
 permissions/environment.  So, if not already doing so, have the Remedy 
 service run as the same user you are testing with and you may find that the 
 problems go away.

 On Fri, Mar 20, 2015 at 8:49 AM, jham36 jha...@gmail.com javascript: 
 wrote:

 ** 
 Hello all.  I am trying to execute a set fields action with a process 
 command.  We have built a console in remedy for our users to be able to 
 execute some remote automation that they normally would not have access 
 to.  Currently this works fine when the controlling process is run on our 
 Remedy server.
 My problem is that I do not want this process running on the remedy 
 server.  In some cases it runs for an hour, in others it can run for days 
 depending on what the automation is doing.
 I want to offload this process to another server.  I have successfully 
 tested this by using a few vbscripts that write a file out to the remote 
 server that gets picked up by another process and executes the command and 
 writes out the results to another file to be picked up and returned to 
 remedy.
 With the set fields command, I am not always expecting a return value for 
 the process.  If the command is to get the status, or to see if a vm is 
 available to run the process, I want a return value. When running the 
 automation, I don't need a return value.
 That all may be a bit confusing but isn't really too important with 
 regards to my issue.
 Besides my working test with writing out text files and multiple 
 vbscripts, I am also exploring using psexec which would require one 
 vbscript to execute since i need to write out a text file in order to get 
 the stdout.  Another option is a program called paexec, which is almost 
 identical to psexec, except that the stdout is returned without needing to 
 write out a text file.
 My issue is that when I have the Process command run from remedy, it runs 
 my vbscript on my remedy server, but the paexec does not seem to run.  When 
 I try with psexec, it executes, but hangs and does not connect to the 
 remote machine.  Executing my vbscript from a command line works fine for 
 both psexec and paexec.  If I replace the paexec or psexec command in my 
 vbscript with hostname, it returns the hostname of my server to remedy.
 I'm thinking that the psexec or paexec are not getting network access 
 when remedy is running the vbscript that calls these programs.
 I was also considering trying to call the paexec program directly in the 
 Process command, but remedy throws an error.
 $PROCESS$ @@:D:\QCInt\Test\paexec.exe \\remotesrvname 
 C:\User\QCInt\RunTestSet\RunTestSet.exe -ss Process2Run

 Any ideas on the programs seemingly not having network access when remedy 
 executes the vbscript or remedy throwing an error when I forgo the script 
 and run the command directly?

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


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JOB OPENING - Port Washington, NY

[jham36]

I have an open position that includes working with our Remedy system, but 
is NOT just remedy.  There are other responsibilities.  See posting below 
and visit http://www.npd.com and click on About NPD and then Careers or 
https://www.npd.com/wps/portal/npd/us/about-npd/careers/career-opportunities-in-north-america.
 
 Job ID: 73712a
This is a full time position and must be on-site.

If interested, please submit your resume through our site.  Contact me with 
any questions.  james.hamil...@npd.com

*Responsibilities include but are not limited to:*

• Support IT systems used in software testing

• Support our Remedy production and development systems

• Plan and develop Remedy customizations as required to support our business

• Assist with system maintenance and upgrades

• Support VMWare ESXi, HP ALM, HP UFT and related tools

• Assist with the management of internal software releases using Remedy

*Qualifications*

• 2-5 years of Remedy development experience

• Good knowledge of Remedy system architecture and ITSM

• Proficiency with Windows operating systems configuration

• Must have good technical knowledge and be willing to learn

• Good oral communication and writing skills

• Able to work independently

• Demonstrate ownership and accountability through self-directed task 
management

• Able to work in fast-paced environment

• HP ALM, VMWare ESXi knowledge a plus

• A degree in Computer Science or related field a plus
This position is based in Port Washington, New York.   

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Re: Problem Internet Explorer 10.

[jham36]

You can install 8.x version of the mid-tier.  It supports older versions of 
ARS and solved some issues for me.

James

On Thursday, April 11, 2013 8:34:54 AM UTC-4, team@libero.it wrote:

 Hello to all, 
 anyone has problems using the Mid Tier with Internet Explorer 10? 

 since I updated the browser I have to report a java exception! 
 thanks in advance 
 Pietro 

 Ar Server 7.1.00 Patch 011 201007230200 
 Mit Tier Version 7.6.04 SP4 201209051922 

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Re: ARS 764 and Multiple Developers

[jham36]

Make sure your dev server is in Developer Cache Mode.  Check the server 
settings form.

On Thursday, May 23, 2013 2:11:58 PM UTC-4, Frank Caruso wrote:

 We are running into performance issues on our development server and we 
 think it has to do with having multiple developers. It seems we can save a 
 few changes to work flow and the system handles the updates. But then all 
 of sudden the server hangs. We get database timeout errors or the change 
 will go thorough but will take a long time. 

 Trying to figure out how other shops may have their development server 
 configured to allow for multiple developers? 
 How do they handle the timing of mid-tier cache flushes? 
 What value is used for the Delay-Recache-Time? 

 Any and all information is welcome. 

 Thank you 

 Frank 

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Re: New Remedy Release 8.0 - Great feedback about product from one key customer of BMC Software

[jham36]

I find it interesting that there is another post. word for word, the 
same as this one from another user

https://groups.google.com/forum/?fromgroups=#!topic/arslist/ICHKYCM67lE 

On Tuesday, September 25, 2012 6:11:39 AM UTC-4, Hullule, Kiran wrote:

 Hi Misi, 

 This includes Platform components and ITSM application. 

 Best Regards 

 -Original Message- 
 From: Action Request System discussion list(ARSList) [mailto:
 ars...@arslist.org javascript:] On Behalf Of Misi Mladoniczky 
 Sent: Tuesday, September 25, 2012 3:12 PM 
 To: ars...@arslist.org javascript: 
 Subject: Re: New Remedy Release 8.0 - Great feedback about product from 
 one key customer of BMC Software 

 Hi, 

 Even better than 5.1.2 and 6.3? 

 Are you talking about the Remedy Core AR Server here, or are you referring 
 to applications as well? Or maybe the client (in this case Mid-Tier)? 

 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. 

  Congratulations to the BMC Team on the 8.0 GA! 
  We participated in BMC's Select Market Availability (early release) 
  program and has been running 8.0 in production since September 4th. 
  There are some great new features in 8.0 (redesigned SRM interface, 
 Social 
  Collaboration, Email Rules Engine, Copy/Paste Workflow elements, 
  Wiki-style documentation, and many more) that we're really excited 
 about. 
  
  We upgraded from ITSM 7.6.00 over the summer and 8.0 has been one of the 
  most stable releases I can remember in my 12+ years developing Remedy 
  applications. 
  I definitely recommend everyone take a hard look and start planning your 
  next upgrade sooner than later. 
  
  Happy about this release. 
  
  
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Re: HTML Email template question

[jham36]

Is the image available to the internet?  If the image is hosted on an 
internal web server that cannot be accessed from the internet, then the 
image may not be able to be downloaded to the other mail clients.
Also, your img src doesn't look right to me.
In my templates I use the full path to the image on the web server.  Since 
the html email is not hosted on a web server and is being displayed locally 
on the mail client, the mail client needs to know where to find the image.
Here is how I reference an image im my email templates:
img border=0 src=http://remedy.mycompany.com/email/my_image.jpg; 
width=120 height=51/td

James

On Tuesday, July 3, 2012 12:41:49 PM UTC-4, Remedy_Mark wrote:

 ** 
  
 Hi All,

  

 I have an interesting challenge with an image in a HTML email template. 
 Straight forward Notify filter that references the template and send out 
 the email. If the email is viewed in Outlook the image appears fine. If I 
 view the email in OWA or on a mobile device then it looks broken. I suspect 
 I am missing something really simple like a close .

  

 ARS 6.3 patch 20 on SunOS 5.9

  

 Any help greatly appreciated.

  

  

  

 html

 body

 head

 titleno title/title

 style type=text/css

 !--

 body

  

 .clientName {

 font: 15px Calibri, Times, Trebuchet, Arial, Helvetica, 
 sans-serif;

 font-weight:bold;

 }

 .body {

 font: 15px Calibri, Trebuchet, Arial, Helvetica, 
 sans-serif;

 }

 --

 /style

 /head

 table width=500

 span class=body

 #$$Message$$#

 /span

 p

 span class=clientNameMyCompany/span

 br

 span class=body

 a href=http://www.mycompany.com;www.mycompany.com/a

 br

 Phone: 866-442-0384

 br

 Email: a href=mailto:supp...@mycompany.com;#$$From:$$#/a

 br

 img src=mc_sm.jpg border=0

 br

 /span

 /table

 /body

 /html

  

  

 Thanks

 Mark

 *Mark Brittain*

 Remedy Developer

 ITILv3 Foundation

 *NaviSite – **A Time Warner Cable Company*

 mbritt...@navisite.com

 Office: 315-453-2912 x5335

 Mobile: 315-882.5360

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

[jham36]

Are these new fields that were added to the external data store after you 
first setup the exchange?  If so, remedy does not know these exist.  You 
need to run an executable from the server in order to update remedy with 
these fields.
Check the documentation for rlohelper.exe  There may be 
different executables for SQL and Oracle databases.
I created a bat file on my server for this with prompts for database name, 
login, table, etc.

James

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Re: Get ticket Entry ID using Incident number

[jham36]

In example 1 replace the 179 in  qual=%27*179*%27%3D%22instanceId%22 with 
the field ID of the Incident ID and instead of instanceId use the Incident 
ID

James

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Re: Firing One Active Link on Multiple Controls

[jham36]

To expand on Brien's suggestion, what I have done is attach the AL that you 
want to reuse, to a hidden button.  Then call PERFORM-ACTION-ACTIVE-LINK 1 
Button_Field_ID
So you are telling remedy to run the active links as if you clicked that 
button.

James

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Save Attachment from another for

[jham36]

Hi list.  need some help here.  I am trying to save an attachment from a 
different form from where the workflow is being fired.
I am trying to get an attachment from a work info form.  I am only testing 
this out so I have some values hard coded in my workflow.
I am doing a set fields action to a character field $PROCESS$ 
PERFORM-ACTION-OPEN-ATTACHMENT 100351
I tried using the ID of the attachment pool as well as the attachment field. 
 I keep getting returned 2
I added a button on a test form that does the set field action from the 
workinfo form to save the attachment from a specific work info entry.

Is this even possible?

Thanks,
James

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Re: Save Attachment from another for

[jham36]

Thanks Frank.  That seems to work.
The next hurdle is to only save the attachment if the attachment name meets 
certain criteria.  I am thinking that I can get the attachment into the new 
display only attachment field, then do a set field action to a character 
field.  That should give me the name of the attachment.  Then the next AL 
will fire if the attachment name LIKE %SomeName%
Using the LIKE operator directly against the attachment field doesn't seem 
to work.

James

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Re: Print Results in 18 copies

[jham36]

What about deleting the entry from the preference server?  I didn't see any 
settings there for printing, but since another login works fine from her 
machine, that may be the only difference.  Also try deleting her local cache 
of forms and workflow.

James

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Re: Crystal Reports and Labels

[jham36]

I think the labels are just used for display and not when referencing 
anything in the database.  The database name or id would be used.  You can 
even change the label in crystal to something different from what is used in 
Remedy - remove the asterisk if you want.

James

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Re: 7.6.4 MidTier URL To Incident

[jham36]

If you are using view fields, you should be able to use an active link to do 
a set fields to the view field.  Set it to the url of the incident.  I 
haven't tried it for this particular case, but I have used the set fields 
with a view field for other things.
I don't think you want to be clicking a url though - maybe a button or a 
selection from a table.

You should be able to find more info in the workflow guide.

James 

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Re: Remedy API compiled for the Android

[jham36]

I just tried the iphone app.  I seemed to have been connected to my server, 
but that's about it.  Searches return no results.  I couldn't get it to 
actually do anything.

James

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Re: Field Value must be Unique - Unique Index

[jham36]

Could't you just create a unique index for that field on the form in the 
admin tool or Dev Studio (in Form Properties)?

James

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Re: HELP -- Change Oracle SID - Restore of Database

[jham36]

Make sure the tnsnames.ora file in your oracle client is pointing to the 
correct database.

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Re: 7.6.4 Upgrade

[jham36]

Make sure dev cache mode is turned off if this is your production 
environment.

James

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Re: Computed Group

[jham36]

From the documentation:
Computed groups—Explicit groups that you create and to which users are
assigned based on the memberships of explicit groups included in an
expression. For example, you can create a computed group definition
such as (A
AND B) OR C AND NOT D. This computed group includes the list of users
who
are members of both groups A and B, or members of group C, but not
members
of group D.
Computed groups make groups easier to manage. You can manage your
users
in a limited number of regular groups, and use computed groups based
on these
regular groups for more complex access control without the need to
make
changes in multiple groups.


I use computed groups in conjunction with roles for an application
that requires multiple groups for security.  The main role is mapped
to a computed group.  This main role is given access to the
application.  I then create all the security groups I need.  The
computed group contains all of these security groups.  The security
groups are mapped to roles to be used in the application.  When a user
needs to be given access to the app with certain security, I only need
to add them to one group.  They are automatically added to the
computed group and given access to the app and have the security of
the group they were added to.  You only need to use roles and map them
to groups when you are working with applications.
I hope that makes sense.

James

On Jan 5, 11:26 pm, Sucharita SINGHAL sucharita.sing...@st.com
wrote:
 Hello Everyone,

 Can someone provide a comprehensive guide on functioning of Computed Groups 
 in Remedy.

 Thanks
 Regards
 Sucharita
 Remedy Development Team
 TAM-UPE-MFG-IOG-OCIO
 ST Microelectronics Pvt. Ltd.

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  image001.gif
 7KViewDownload

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Re: Filter and Active Link Log Analyzer

[jham36]

I'm not sure what you are looking to analyze.  I always use notepad to
view these.  There is a log file viewer that gets installed with the
User Tool called ARLogDisplay.  You will find it in the same directory
as ARUser.exe

James

On Dec 21, 9:47 am, tristan.rop...@t-online.de tristan.rop...@t-
ONLINE.DE wrote:
 **

 Hi all,



 Does anybofy know an open source log analyzer for Filter and Active Link log 
 files ?



 Cheers



 Tristan

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Re: RemedyForce

[jham36]

http://go.bmc.com/?elqPURLPage=878intcmp=home1_news_remedyforceattr=press
Link to BMC's announcement.

On Dec 9, 7:57 am, John Sundberg john.sundb...@kineticdata.com
wrote:
 Interesting things at Salesforce.com

 1) They buy a Ruby company (YEAH!!!)

 2) They announce with BMC (RemedyForce) -- hmmm?

 http://www.itpro.co.uk/629260/salesforce-com-uncloaks-force-com-2

 --
 John Sundberg

 Kinetic Data, Inc.
 Building a Better Service Experience
 Recipient of:
 WWRUG10 Best Customer Service/Support Award
 WWRUG09 Innovator of the Year Award

 john.sundb...@kineticdata.com
 651.556.0930  I  www.kineticdata.com

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Re: Question abt font sizr for table field

[jham36]

I am not sure this can be done for the User Tool.  You might be able
to accomplish this through the mid-tier using a custom css file.

James

On Jul 29, 11:34 am, lakhes lak...@gmail.com wrote:
 Listners,

 Can someone let me know how to change font size for table field? Tried to
 look via user tool /options /Display but didn't see any option for table
 field.

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Re: SQL equivalent of DISTINCT in Remedy

[jham36]

I'm thinking that a join form might work.  I'm going to check the
documentation on inner and outer joins.  Maybe join the view form to
itself.  Then use the join form in your table field.

James

On Jul 16, 4:30 pm, Chintan Shah cbss...@yahoo.com wrote:
 Hello,

 I have a table field that represents a view form. Now, I need to get only 
 unique rows in that table.

 The problem is for a particular ID(on view form) there could be multiple 
 email addresses and I want to get DISTINCT email in table field before 
 walking through it and extracting required infor. I dont see any option 
 available under Table/Tree Property for doing this.

 In a nutshell, here's scenario.
 1. View form pointing to an external DB that holds multiple email addresses 
 as separate rows for a particular ID(this ID is different from primary key of 
 table).
 2. A table field that queries this view form with qualification: $ID$='ID'.
 3. Now, this returns a result set that has multiple rows in it with column 
 name of NAME,EMAIL.
     I can do table walk and get required information, but how do I 
 extract only unique rows?

 e.g. if result set is as below
 ID   NAME  EMAIL   SOME OTHER COLUMN
   1      A   X Z
   1      B   Y Z
   1      A   X  P

 how can I refine it to just A-X, B-Y? Regardless of value in SOME OTHER 
 COLUMN, I need to use only A-X,B-Y.

 Basically, I am looking for SQL equivalent of DISTINCT in Remedy that can be 
 used with Table Field qual.

 Any help is appreciated.

 Thanks
 Chintan.

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Re: ARERR 92 Server Timeout During Database Update

[jham36]

Is this a production environment?  I see this error if I make a change
to Prod sometimes.  In our dev environment we have Dev Cache Mode
turned on.
What is probably happening is that the change is submitted to the
database and then there is a timeout in the admin tool while waiting
for the server to re cache everything.
If you close your workflow and re-open it after this error, you should
see that it was updated properly.

James

On Jul 12, 1:23 pm, Kevin Begosh kbeg...@gmail.com wrote:
 okay so I remember seeing this before but I cannot remember what I did to
 solve the issue.  I am am trying to change workflow objects, forms, filters
 etc... via the admin tool and I keep getting the ARERR 92 timeout during
 database update ...

 The environment I am in is a Server group configuration with 3 AR Servers
 sharing the same DB.

 Has anyone else out there had this issue?

 Windows 2003 server, SQL 2005 DB.

 Do you have to take them out of server groups and then make the changes and
 then put them back, something like that?

 --
 Kevin Begosh

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Re: New Data Import tool

[jham36]

Do you need to put your text string in double quotes?

I have not tried it myself.

James

On Jul 9, 10:19 am, Roger Justice rjust2...@aol.com wrote:
 I have done a lot of importing and have hard coded character fields and did 
 not encounter the problem you are having.



 -Original Message-
 From: Rick Cook remedyr...@gmail.com
 To: arslist arsl...@arslist.org
 Sent: Fri, Jul 9, 2010 7:49 am
 Subject: New Data Import tool

 ** I am using this for the first time, and I don't like it.  In addition to 
 it taking longer to map fields, it refuses to both accept a text string into 
 the Character field AND log why it won't.  It just gives a popup asking me to 
 confirm that it is skipping each record with a message Record number: For 
 input string: contents of field 1.  Anyone seen this behavior and gotten 
 past it?

 Rick
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Re: Bulk Updates

[jham36]

Have you looked at the Data Management Tool?

On Jul 6, 9:49 am, Chowdhury, Tauf tauf.chowdh...@frx.com wrote:
 Amanullah,

 If the site will be different for all of these people, the best thing to
 do (from my experience) is to run an AR report including the People ID
 (field 1) and report out to a .csv file. This should include the 10,000
 users. You can then add a column for 'Site+' on the .csv and update it
 with information from your Site form (The values need to exist on the
 Site form before you proceed). Then you would just use the import tool
 to import back that .csv file. Just make sure in Preferences you select
 Update old record... Make sure you map Field ID 1 (People ID).

 Of course, try it in a dev environment first. Good luck!

 To the U.S. listers, hope you all had a great Independence Day!

 Tauf Chowdhury | Forest Laboratories, Inc.

 Analyst, Service Management

 Mobile:646.483.2779

 

 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of IT (Amanullah Bashir Ahmed)
 Sent: Tuesday, July 06, 2010 4:47 AM
 To: arsl...@arslist.org
 Subject: Bulk Updates

 Hi there,

 Version 7.1

 How I can update records on Site+ field on General tab of people. How
 can I update more than 10,000 records of people? Is there bulk updates
 option. Which document would be useful for me to resolve the issue?

 Thanks  Regards

 Amanullah

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Re: Which AL execute on works for Date/Time dialog?

[jham36]

I have an RFE in for that from years ago.  I think it still might be
open.  I can't seem to locate it though.

James

On Jun 29, 12:16 pm, Reiser, John J john.j.rei...@lmco.com wrote:
 Chuck,
 That's what I thought. I've been using the Lose Focus. It's counter-intuitive 
 to perform an action, have nothing happen and then react when I move to an 
 unrelated field.
 Thanks,

 ---
 John J. Reiser
 Senior Software Development Analyst
 Remedy Administrator/Developer
 Lockheed Martin - MS2
 The star that burns twice as bright burns half as long.



 Pay close attention and be illuminated by its brilliance. - paraphrased by me 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Chuck
 Sent: Monday, June 28, 2010 5:23 PM
 To: arsl...@arslist.org
 Subject: Re: Which AL execute on works for Date/Time dialog?

 Nope, you are right, clicking OK will not trigger an activeLink (There was 
 many a time I wish it woulda)-- T think there is some enhancment requests 
 around date / date time fields...
 You have to hit the Enter key afterward or set an actlink on Lose Focus Gain 
 Focus to trigger an actilink...

 On Jun 28, 2:46 pm, Reiser, John J john.j.rei...@lmco.com wrote:
  Hello Listers,
  ARS 7.1 Patch 004
  SQL Server 2005
  MS 2003 Enterprise

  I can't seem to find info in the docs for the Active Link execute on 
  condition that will trigger when you use a Date/Time field dialog.
  I was hoping that when you clicked OK on the dialog the Execute on 
  Return/Table or Level Dbl-Clk would be the trigger.
  I am firing a SET Fields and a push fields and a Table refresh so I would 
  like to see the changes happen after I click the OK when selecting the date.
  Did I miss something in ARS 101?
  Thank you,

  ---
  John J. Reiser
  Senior Software Development Analyst
  Remedy Administrator/Developer
  Lockheed Martin - MS2
  The star that burns twice as bright burns half as long.
  Pay close attention and be illuminated by its brilliance. -
  paraphrased by me

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Re: Remedy 7.5 Installation Time

[jham36]

I did an upgrade of ARS 7.1 to 7.5 the other day.  ARS and Attrium
Core, not ITSM, no SLM.  We stayed with ITSM 7.0.3 and installed the
compatibility patch for that.
This was our dev box in prep for our prod upgrade in 2 weeks.
It is a 32 bit OS running as a VM.
2 processors and 8 gig of RAM (not all used on a 32 bit windows 2003
server)
Remote Oracle 10G database.

The upgrade took us 6 and a half hours.
I would suspect that our Production upgrade will be slightly quicker.
Our prod box is a dual quad core with 16 GB RAM and a remote oracle
10G database

Hope this helps.

James

On Jun 23, 12:52 am, Herb Partlow h...@ibtcinc.com wrote:
 Kali
 Depends alot on the system config.
 32 or 64 bit os, Processor(s), ram,  db local or on remote machine  
 (network bandwidth and traffic).

 Herb Partlow
 IB Technical Consulting
 O- 408.253.0344
 F - 408.253.0344
 C - 408.309.5316

 On Jun 22, 2010, at 9:04 PM, Kali Obsum kali.ob...@macquarie.com  
 wrote:





  **
  Hi,

  Would anyone be able to share how long it took them to finish  
  installation (approx time) of the following:

  ARS Server 7.5 installation
  Atrium Core 7.6
  ITSM 7.6 (with Sample Data)
  SLM 7.6

  Just wanted to compare if what we have is normal. Thanks!

  Regards,
  Kali

  NOTICE

  The information contained in this email is confidential. If you are  
  not the intended recipient, you must not disclose or use the  
  information in this email in any way. If you received it in error,  
  please tell us immediately by return email and delete the document.  
  We do not guarantee the integrity of any e-mails or attached files  
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Re: troubleshooting flashboards help

[jham36]

Your Remedy Password is encrypted and stored in the Windows Registry.
You can try clearing the cache files that the User Tool stores in your
Home Directory.  You can safely delete all folders except ARCMDS where
your report formats and queries are stored.

Can you access these from the mid-tier or another computer?

James

On Jun 17, 2:31 pm, Martinez, Marcelo A marc...@cpchem.com wrote:
 Is there any particular file on the HOME directory (or other directory) under 
 C:\Program Files\AR System\ which stores password information?
 I believe that this may be causing my network account to lock when viewing 
 flashboards.. hence the authentication error I receive when viewing them...

 Thanks,
 Marcelo



 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
 Sent: Thursday, June 17, 2010 8:02 AM
 To: arsl...@arslist.org
 Subject: FW: troubleshooting flashboards help

 I'm trying to troubleshoot why flashboards are giving me an ARERR [623] error 
 sometimes. I've checked with other users and they do not get these errors; 
 only me. Now if I close the window an re-open it, it may display all 4 
 flashboards. This happens about 80% of the time.Can someone point me in the 
 right direction as to which logs I need to look at? I have not done any work 
 with flashboards so far... so any pointers as to 
 troubleshooting/manuals/guides/articles is appreciated.
  See below:

 Below is the text from the error:
 ARERR [623] Authentication failed ARNOTE [8914] API  TID: 003180 RPC 
 ID: 090838 Queue: Fast  Client-RPC: 390620  USER: MARCELO  /* Wed 
 Jun 16 2010 16:53:06.8420 */+VER ARVerifyUser -- user MARCELO from 
 Flashboards Mid-tier (protocol 13) at IP address 17.17.17.17 API  TID: 
 003180 RPC ID: 090838 Queue: Fast  Client-RPC: 390620  USER: 
 MARCELO  /* Wed Jun 16 2010 16:53:06.8890 */-VER FAIL

 Thanks in advance,
 Marcelo

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Re: ARS 7.5 and MidTier sharing the same hardware?

[jham36]

You might as well build another box now for the mid-tier.  You will
need it for when the User Tool goes away.

James

On Jun 8, 7:43 pm, Axton axton.gr...@gmail.com wrote:
 The main issues have to do with contentions on resources, such as memory,
 cpu cycles, and storage.  Depending on the hardware you have and the current
 and projected utilization, you may not have any issues.

 Axton Grams

 These statements represent my opinion and nothing more.

 On Tue, Jun 8, 2010 at 3:46 PM, Steve McDonald s.mcdonald.arsl...@gmail.com

  wrote:
  **
  The install manual only recommends you don't.  What are the consequences if
  I do?  We don't heavily use the midtier so if I don't have to hassle with
  more equipment I'd rather not.  I already have seperate application and
  database hardware.

  Thanks in advance for your insight.

  Solaris 10
  Informix 10
  Upgrading from v7.1 to v7.5
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Re: {Remedy ARS} Re: Dev Studio Objects missing (UNCLASSIFIED)

[jham36]

I haven't moved to 7.5 yet, so forgive me if I am way off base.  Is
there a local cache or workspace created with the new dev tool?  I
have limited exposure to it.  Could this be corrupt?  I would try
deleting it and see if that helps.  We have had a handful of problems
with the 7.1 User Tool where forms would be blank.  Deleting the local
user tool cache fixes it.

James

On May 18, 4:33 pm, Luttmann, Michael W CTR USA
michael.luttm...@us.army.mil wrote:
 Classification: UNCLASSIFIED
 Caveats: FOUO

 Dan,

 Thanks for the suggestion.  I changed (un-synched) my password on one
 server, then logged in to each one separately.  Production continues to
 work normally; Test server still shows no applications.  Tim (Hulmes,
 next door to me) can see all objects on both servers, so I know it is
 some environment problem with me.

 Mike L.



 -Original Message-
 From: Daniel Bloom [mailto:danielbl...@rogers.com]
 Sent: Tuesday, May 18, 2010 12:43 PM
 To: Luttmann, Michael W CTR USA
 Subject: RE: Dev Studio Objects missing (UNCLASSIFIED)

  Have you tried or are you logging into only one of the servers at a
 time?

 If not, do you have different login credentials for the two servers?

  Dan

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Luttmann, Michael W CTR USA
 Sent: May 18, 2010 1:45 PM
 To: arsl...@arslist.org
 Subject: Re: Dev Studio Objects missing (UNCLASSIFIED)

 Classification: UNCLASSIFIED
 Caveats: FOUO

 I've restarted and rebooted a million times, and the behavior persists
 on this one server.

 Mike L.

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Mahesh
 Sent: Tuesday, May 18, 2010 10:50 AM
 To: arsl...@arslist.org
 Subject: Re: Dev Studio Objects missing (UNCLASSIFIED)

 ** I have seen this on the very early version of ARS 7.5. Restarting
 Remedy Services should fix it.

 Thanks
 Mahesh

 On Tue, May 18, 2010 at 8:59 AM, Luttmann, Michael W CTR USA
 michael.luttm...@us.army.mil wrote:

         Classification: UNCLASSIFIED
         Caveats: FOUO

         I have an unusual problem with Dev Studio, wonder if anyone else
         experienced the same.  (Win Server 2003, ARS 7.5)

         I'm connected to two servers (production and test), and Dev
 Studio work
         normally on one server, but on the other, the Applications list
 has no
         objects (will not expand/does not recognize any existing apps).
         Sometimes the Working Lists disappear and I have to rebuild
 them.

         One server is an exact VM copy of the other, so no difference
 there.
         All apps and objects work normally in the WUT, I just can't
 edit/manage
         applications using Dev tools.  Any ideas?

         Michael W. Luttmann
         Lead Remedy Developer
         Fort Carson NEC

         If you don't like change, you're going to dislike irrelevance
 even
         more.
         Gen Shinseki

         Classification: UNCLASSIFIED
         Caveats: FOUO

 
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 Classification: UNCLASSIFIED
 Caveats: FOUO

 
 
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 Classification: UNCLASSIFIED
 Caveats: FOUO

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Re: {Remedy ARS} Re: Run Processes are failing to execute batch files from Filter Run Process

[jham36]

The script may be running, but failing.  Try adding a line to the
beginning to output something to a log file:
echo I ran c:\output.log

This will tell you if it was executed.
There may be a problem with the cd command.  Just a guess.  Try
switching to the root of c first.  cd \
Then cd TEMP\BulkImport-G14b\Testing

James

On May 18, 6:44 pm, John Kenny jke...@burntsand.com wrote:
 Hello LJ:

 Thanx for responding. Here is the command for the simple copy test

 ``C:\TEMP\BulkImport-G14b\Testing\testarsrunprocess.bat``

 Here is the script:

 cd C:\TEMP\BulkImport-G14b\Testing

 copy SOMTest1.csv SOMTest2.csv

 I tried using Cmd c/ but same result. The script appears to be executed
 according to the log file but still no file is copied. Same with all of
 the other batch file tests I've run.

 If you run the script from the commandline manually it works fine.

 ciao

 john

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Re: {Remedy ARS} Jakarta redirector...

[jham36]

The Remedy mid-Tier install includes Tomcat and the Asapi redirector
(If you choose the tomcat option during install).  I would suggest
using what comes bundled with the install to ensure that it is
compatible.

James

On May 17, 8:32 am, Richard Copits richard@bwc.state.oh.us
wrote:
 We want to start using IIS and apparently need to install a Jakarta 
 Redirector set of files.
 Is there an install program for this as it seems to make some registry 
 changes. I'm assuming
 that we have to get it at the Apache Software Foundation web site ? 
 Thanks for any help
 or advice...

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Re: {Remedy ARS} Re: Windows UserID

[jham36]

Why not include the requested info in the survey url?  Or just the
incident ID?  I don't feel like looking up the documentation, but you
can set a field value through the url something like F%fieldid%=
$IncidentID$
Having the incident id can allow you to use workflow to pull in any
info you want from the incident.

James

On May 5, 2:01 pm, Grooms, Frederick W frederick.w.gro...@xo.com
wrote:
 In your Connector entries in Tomcat's server.xml file (in the conf directory) 
 add  enableLookups=true

     Connector port=8080 maxHttpHeaderSize=8192 URIEncoding=UTF-8
                maxThreads=150 minSpareThreads=25 maxSpareThreads=75
                enableLookups=true  redirectPort=8443 acceptCount=100
                connectionTimeout=2 disableUploadTimeout=true
                compression=on compressionMinSize=2048
                noCompressionUserAgents=gozilla, traviata
                compressableMimeType=text/html,text/xml /

 By default Tomcat does not turn on machine name resolution.  Personally I 
 added the  enableLookups=true   to all of the Connector entries in the 
 file.  After updating the config file stop and restart Tomcat.  Your Java 
 function should then work.

 The other Java function I use is to get the IP (put it in the same .jsp file).
 function env_get_ip_info()
 {
   var return_value = %= request.getRemoteAddr() %;
   return (return_value)

 }

 Fred

 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Veeral Oza
 Sent: Wednesday, May 05, 2010 7:38 AM
 To: arsl...@arslist.org
 Subject: Re: Windows UserID

 **
 Forgot to mention environment:

 ARS 7.0
 ITSM 7.0.3
 Midtier: 7 on Apache-Tomcat on a Windows machine.
 Oracle 11g database.

 On Wed, May 5, 2010 at 6:05 PM, Veeral Oza 
 veer...@gmail.commailto:veer...@gmail.com wrote:

 Hi,

 I am stuck at this requirement and was wondering if this is feasible to 
 implement:

 1) When an Incident is resolved, an email goes to the customer to submit a 
 survey, with a survey link.
 2) The link opens the survey form in the brower without the user 
 authenticating in the midtier. A surver-user with a restricted read license 
 is created for this purpose which allows multiple people from multiple 
 locations to submit the survey.
 3) There is a submit button on this survey form.
 4) When the user clicks on submit button, it is required that, his Windows 
 User ID be captured in one of the fields.
 ___

 Solutions implemented that did not work:
 1)
 Create a little Java function in a .jsp file and put it in your shared
 folder on your Midtier:

 Name the file something like /arsys/shared/get_remote_user.jsp.

 get_remote_user.jsp contains:

 function env_ip_var()
 {
 var return_value = %=request.getRemoteUser()%;
 return (return_value)

 }

 In the Web Header content of the form you want to capture this on,
 add...

 SCRIPT src=/arsys/shared/get_remote_user.jsp
 language=JavaScript/SCRIPT

 To set a field with the data from the JavaScript functions do the
 following in an active link...

 Run Process Command Line:
 javascript:window.F().DoSet(env_hostname());

 Be sure to change  with the field ID of the field you want to
 set.

 This did not work, function env_ip_var returns null.

 
 Solution 2:

 A set fields actions in an active link:
 $PROCESS$ CMD /C set username

 This worked only in user tool. However this functionality is required for web.

 ___

 If you have any other ideas, please do share.

 Regards,
 Veeral Oza

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Re: {Remedy ARS} Clear All

[jham36]

I hope someone replies to this with a better solution.  The only thing
I can think of is to do a set fields action and set all the fields to
NULL.  That does not seem like the best solution.  I look through the
documentation for something like PERFORM-ACTION-TABLE-CLEAR
table_field_ID, but i didn't see anything for fields.

Sorry I couldn't be of more help.

James

On Apr 29, 4:26 pm, Kemes, Lisa lisa.ke...@tycoelectronics.com
wrote:
 Is there a way to clear all of the fields in an Active Link?  (much like the 
 CTRL+E function in the User Tool?)

 ARS 7.1 Patach 7
 Oracle 10g

 Lisa Kemes
 AR System Developer
 Tyco Electronics
 717-810-2408 tel
 717-810-2124 fax
 lisa.ke...@tycoelectronics.com

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Re: {Remedy ARS} Re: Support Group Name should only be visible in Change Management not in incident management.

[jham36]

I still think the Support Group will show up in Incident, just with no
members.  Tickets can still be assigned to the group, the assignment
engine just will not be able to pick a person to assign it to.

james

On Apr 27, 12:36 pm, Pargeter, Christie :CO IS cparg...@lhs.org
wrote:
 Will that allow them to be the Change Implementer?

 

 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
 Sent: Tuesday, April 27, 2010 8:27 AM
 To: arsl...@arslist.org
 Subject: Re: Support Group Name should only be visible in Change
 Management not in incident management.

 **

 Try this...

 For the people in SP1, set assignment availability to NO and make sure
 that the people in this group have functional role of Infrastructure
 Change Manager and/or Assignee. That should work.

 Marcelo

 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed)
 Sent: Monday, April 26, 2010 11:03 PM
 To: arsl...@arslist.org
 Subject: Support Group Name should only be visible in Change Management
 not in incident management.

 **

 Hi there,

 Version  7.1.00  Patch 007

 Support Company:        ABC Company

 Support Organization:   ITDB

 Support Group Name:     SP1

 The above configuration we are using for both Incident Management and
 Change Management.

 Now requirement is that Support Group Name: SP1 should only be visible
 in Change Management not in incident management.

 How is it possible?

 Thanks in advance

 Thanks  Regards

 Amanullah

 Software Consultant

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Re: Question: Separating Mid-tier from the app server

[jham36]

I think it really is as simple as that.  In my experience, the Mid-
Tier has been the easiest component to deploy and configure.

James

On Apr 12, 12:47 pm, Eli Schilling eli.schill...@thecreek.com wrote:
 Good day fellow listers!

 Since implementing Remedy many years ago we have been running Mid-tier
 on the application server (Win 2003 x64 and Apache Tomcat 5.5.x).  Since
 we implemented SRM last year there has been a tremendous increase in
 traffice and I am now ready to entertain the idea of moving mid-tier to
 its own server.

 My biggest concern with the move is the impact it will have on SRM.  I'm
 wondering if the change is as simple as installing mid-tier on a new
 server, then updating the mid-tier web path in the server config?  Are
 there any other gotchas I should be aware of?

 Thanks in advance!

 Eli

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Find Known Errors that are NOT related to a Change

[jham36]

I am trying to figure out how to find Known Errors that are not
associated to a Change request.  We are using Known Errors to track
bugs and enhancements to in-house software.  We associate corrected
KEs to change requests as a Release.  I am trying to find KEs that are
not associated to a change (release) to make sure that they are
addressed and don't fall through the cracks.
I can easily find which ones are associated to a change by looking at
the Associations forms, but I am stumped on how to find ones that are
NOT associated.
We are on ARS 7.1 and ITSM 7.03.

Thanks,
James

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Re: Find Known Errors that are NOT related to a Change

[jham36]

Thanks Ben and Lyle.
I tried what you suggested Lyle and I think that will work for us.

Thank you,
James

On Apr 6, 12:09 pm, Lyle Taylor tayl...@ldschurch.org wrote:
 You could easily do this using a join form between PBM:Known Error and 
 PBM:Known Error Associations.  Create the form as an outer join with the 
 associations form on the right.  You join criteria will be $Known Error ID$ = 
 'Request ID02' AND 'Request Type01' = Infrastructure Change.  Add the Known 
 Error ID field and Request ID02 fields to the form.
 When you do a search, it will show a record for each Known Error record.  If 
 there is a match in the associations table, it will also bring that 
 information in as well.  If there is no match, then any fields from the 
 associations table that you put on the join form (Request ID02 in this case) 
 will be NULL.  So to find all Known Errors that don't have a corresponding 
 change, just search for all the records in the join form where one of the 
 association fields (Request ID02) is $NULL$.  That will show all Known Errors 
 that don't have a corresponding relationship record to a Change.
 Lyle
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Benedetto Cantatore
 Sent: Tuesday, April 06, 2010 7:48 AM
 To: arsl...@arslist.org
 Subject: Re: Find Known Errors that are NOT related to a Change

 **
 Here's a quick stab at how I'd do it.

 I'm not sure if you're trying to show this info in a report or in a form, but 
 basically you want to compare records in PBM:Known Error against PBM:Known 
 error Associations.  Then search against Request ID02 where it does not match 
 Known Error ID and Request Type equals Infrastructure Change.

 Ben Cantatore
 Remedy Manager
 (914) 457-6209

 Emerging Health IT
 3 Odell Plaza
 Yonkers, New York 10701

  jha...@gmail.com 04/06/10 3:08 AM 

 I am trying to figure out how to find Known Errors that are not
 associated to a Change request.  We are using Known Errors to track
 bugs and enhancements to in-house software.  We associate corrected
 KEs to change requests as a Release.  I am trying to find KEs that are
 not associated to a change (release) to make sure that they are
 addressed and don't fall through the cracks.
 I can easily find which ones are associated to a change by looking at
 the Associations forms, but I am stumped on how to find ones that are
 NOT associated.
 We are on ARS 7.1 and ITSM 7.03.

 Thanks,
 James

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Re: How can I close browser windows from an active link?

[jham36]

I found this on page 126 and 127 of the 7.1 mid tier guide.

http://mid_tier_server/arsys/servlet/LogoutServlet?goto=URL
The user logs out and goes directly to the specified URL

You can call the LogoutServlet and then redirect them to the login
page or anywhere else you want.

James

On Mar 29, 10:31 am, Wacholz, Jenni jwach...@cvty.com wrote:
 Hi List,

 I have one very specific situation in which I need to close all open
 browser windows from an active link. I know how to redirect back to the
 login screen but that doesn't actually remove the login information from
 Explorer. So if the user tries to login from there they are logged in as
 the previous logged in user no matter what they enter in the login
 fields. Or, perhaps there is some way to clear the login information
 from the Explorer cache?

 Any suggestions are welcome. Thanks!

 Jenni Wacholz
 Enterprise Remedy Developer
 Coventry Health Care Inc
 480-445-2517

 Data Classification: Public

 Email Confidentiality Notice: The information contained in this transmission 
 is confidential, proprietary or privileged and may be subject to protection 
 under the law, including the Health Insurance Portability and Accountability 
 Act (HIPAA).

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 it is addressed.  If you are not the intended recipient, you are notified 
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Re: How can I close browser windows from an active link?

[jham36]

I don't know what's wrong.  I just tried it on my mid tier and it
worked.  I did it without an active link.  I manually entered the URL
in the address bar.
http://actualservername/arsys/servlet/LogoutServlet?goto=http;//www.msn.com

How are you calling the active link?


James

On Mar 29, 11:24 am, Wacholz, Jenni jwach...@cvty.com wrote:
 Thanks, James!

 That's what I'm doing now but no matter what I put after the goto= I just 
 get the Remedy login screen back. Here's what I have in my Run Process:  
 http://actualservername/arsys/servlet/LogoutServlet?goto=http://cvtynet.cvty.com/.
  I also tried it as
 http://actualservername/arsys/servlet/LogoutServlet?goto=cvtynet.cvty.com / 
 but that also took me back to the Remedy login screen.

 Any idea what I'm doing wrong?

 Jenni Wacholz
 480-445-2517
 WFH Wednesdays  602-606-7484



 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of jham36
 Sent: Monday, March 29, 2010 7:40 AM
 To: arsl...@arslist.org
 Subject: Re: How can I close browser windows from an active link?

 I found this on page 126 and 127 of the 7.1 mid tier guide.

 http://mid_tier_server/arsys/servlet/LogoutServlet?goto=URL
 The user logs out and goes directly to the specified URL

 You can call the LogoutServlet and then redirect them to the login page or 
 anywhere else you want.

 James

 On Mar 29, 10:31 am, Wacholz, Jenni jwach...@cvty.com wrote:
  Hi List,

  I have one very specific situation in which I need to close all open
  browser windows from an active link. I know how to redirect back to
  the login screen but that doesn't actually remove the login
  information from Explorer. So if the user tries to login from there
  they are logged in as the previous logged in user no matter what they
  enter in the login fields. Or, perhaps there is some way to clear the
  login information from the Explorer cache?

  Any suggestions are welcome. Thanks!

  Jenni Wacholz
  Enterprise Remedy Developer
  Coventry Health Care Inc
  480-445-2517

  Data Classification: Public

  Email Confidentiality Notice: The information contained in this 
  transmission is confidential, proprietary or privileged and may be subject 
  to protection under the law, including the Health Insurance Portability and 
  Accountability Act (HIPAA).

  The message is intended for the sole use of the individual or  entity to 
  whom it is addressed.  If you are not the intended recipient, you are 
  notified that any use, distribution or copying of the message is strictly 
  prohibited and may subject you to criminal or civil penalties.  If you 
  received this transmission in error, please contact the sender immediately 
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Re: Quick Links Menu

[jham36]

Are you referring to the links on the Home Page?  If so these are
entry points for applications.  If you don't want users to see them,
open the application in the admin tool.  Then click Application,
Properties.  You can set the permissions here.

James

On Mar 25, 1:03 pm, William Abdo william.a...@contractor.verio.net
wrote:
 Hi All,

 I cannot seem to remember  where to turn off the quick links menu options?

 Can someone please remind me where the options is to hide/remove from the 
 users view  these quick link menu items

 I am pretty sure I do not have any roles or groups loaded that reference them,

  Administrator Console

 AR System Sample Application

 Contract Management

 Respectfully,

 William Abdo

 Verio - Boca Raton

 Remedy Administration Group

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Re: Change from Tomcat to IIS - how?

[jham36]

Fred is correct.  You still need a JSP engine to work with your IIS.
There are other supported JSP Engines.  You cannot use IIS alone.

James

On Mar 23, 3:37 pm, Richard Copits richard@bwc.state.oh.us
wrote:
 We have 7.5 and use incident mgt. and use Tomcat on our web server. Just as 
 we have it running
 well, management says that we have to switch from using Tomcat to using IIS.

 My questions are: Do we have to do  a rebuild of the midtier web server for 
 this?

 Can anyone tell me where I can find the steps needed to do this (and any 
 gotcha's...) that
 will help?

 Just livin' the dream...

 Thanks to any and all who may be able to ease the pain, anxiety, fear and 
 trepidation J

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Re: OLE spell check active link and performance

[jham36]

This will not impact the server at all.  It uses the local client to
run and the local MS Word spell check.

On Mar 11, 12:13 pm, remedy lee haeyoon@gmail.com wrote:
 Hi,

 I'm using the OLE spell check active link in the Integrating guide.

 I'm wondering if this would have an impact on performance.
 I'm pretty sure that it shouldn't since the OLE is a client command.

 I built the spell check on the HPD:Help Desk notes field.

 Thanks for the help

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Re: How to turn off/on filters or links depending upon the role of a user?

[jham36]

If yu are working with Roles, you might want to do something like
$ROLES$ LIKE % + Infrastructure Change Master + %
You can use $GROUPS$, but you would need to find the Group that maps
to the Roles on the Group form.  The group name for OOTB ITSM roles
are numbers.

James

On Mar 9, 11:54 am, Misi Mladoniczky m...@rrr.se wrote:
 Hi,

 You should use the $PROCESS$ function Application-Confirm-Group group_ID
 to do this.

 Create a couple of integer-display-only-fields for the groups you need to
 check, and then do an early Set-Fields-Filter to set the values:

 Filter 1:
   Set-Fields:
     GroupMember6001 = $PROCESS$ Application-Confirm-Group 6001
     GroupMember6333 = $PROCESS$ Application-Confirm-Group 6333
     GroupMember7123 = $PROCESS$ Application-Confirm-Group 7123

 If the value of the field is 1, the use is a member of that group. It will
 be 0 if the user is not a member.

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

 Products from RRR Scandinavia:
 * 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, athttp://rrr.se.





  Howard,
  Try NOT $GROUPS$ LIKE %Infrastructure Change Master% in the Run If of
  the filter
  Should do the trick but it can get complicated if there are more groups
  you need to isolate. You would be adding another AND NOT $GROUPS$ LIKE
  %groupname% for additional groups.
  HTH,

  ---
  John J. Reiser
  Senior Software Development Analyst
  Remedy Administrator/Developer
  Lockheed Martin - MS2
  The star that burns twice as bright burns half as long.
  Pay close attention and be illuminated by its brilliance. - paraphrased by
  me
  
  From: Action Request System discussion list(ARSList)
  [mailto:arsl...@arslist.org] On Behalf Of Howard Richter
  Sent: Tuesday, March 09, 2010 10:06 AM
  To: arsl...@arslist.org
  Subject: Re: How to turn off/on filters or links depending upon the role
  of a user?

  **

  Good morning all,

  I have been stepping back into the world of programming (ok no laughter)
  and have a question. I need to disable or enable filters or links
  depending upon the role of the users and trying to figure out how.

  For example lets say I have a filter that I want to fire for all users,
  unless that user was the Infrastructure Change Master.

  Any ideas?

  As always thanks and take care,

  Howard

  --

  Howard Richter
  Remedy Administrator
  Cox Enterprises, Inc
  Red Hat Certified Technician
  CompTIA Linux+ Certified
  ITIL Foundation Certified
  E-Mail = hbr4...@gmail.commailto:hbr4...@gmail.com
  LinkedIn Profile =http://www.linkedin.com/in/hbr4270

  _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers
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Re: Is there any difference in the Set Fields and Push Field actions of Activelink and Filter?

[jham36]

Filters run server side and Active Links run on the client.
Push Fields pushes data to another form.
Set Fields sets data on the current form.  The data can come from
another form.

James

On Mar 9, 5:58 am, Dee ddus...@aol.com wrote:
 Filters run on server side. So, that push action can be triggered in  
 the background.

 Active link run on the form level basically user interaction triggers  
 it.

 Push action on active link or filter do the same thing.

 Sincerely,
 D.D

 On Mar 9, 2010, at 2:55 AM, Vikram Reddy betholi.vik...@gmail.com  
 wrote:

  Is there any difference in the Set Fields and Push Field actions of
  Activelink and Filter?

  -
  With Regards,
  B.Vikram Simha Reddy.
  --
  View this message in 
  context:http://old.nabble.com/Is-there-any-difference-in-the-Set-Fields-and-P...
  Sent from the ARS (Action Request System) mailing list archive at Nabble.com
  .

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Re: Help with runmacro.exe

[jham36]

You need to record a macro in the user tool.  When recording the
macro, you will perform your search and go all the way through
selecting your predefined report and exporting to csv.
The macro records the report criteria, so technically the report file
is no longer needed.  Check the documentation Integrating-710.pdf
page 202

You can use runmacro with the -o option to use the arcopy syntax,
which copies
the output to a file:
runmacro -o output_file_name [{-x server} ...] -U user]
[-P password] [{ -f | -s} form] [-t {arx|csv|xml}]
[-Q internal_qualification_format]
[-q client_tool_qualification_format]
[-Z internal_format_qualification_file_name]
[-z client_tool_format_qualification_file_name]
[{-w | -W } external_authentication_string] [-a port_number]
When you use the -o option to export data with attachments, the
attachments
folder is created in the same directory as the export file. The
attachments folder
name uses an integer time stamp (for example, 917732184), and the
folder location
is specified in the output file name of the runmacro command.
When creating macros, you can record a login with the proper
permissions if you
perform actions that require those permissions (for example, an
administrator
deleting records). If your macro does not record a login, you must
specify login
information using the -U option and the -P option (if necessary).

On Feb 9, 3:34 pm, Guillermo Alfredo Torres Barron
guillermo.torres.bar...@banorte.com wrote:
 Hi listers
 I try to execute a rummacro command for export CSV file, I have a report
 definition with the data I need, how can I execute runmacro command with
 the report definition?
 Thanks
 Regards

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Re: Problem on qualification

[jham36]

Support Group names are mapped to groups on the group form.  If you
want to email a Support Group, you need to lookup the group name on
the group form.  It is most likely going to be a number.  Do your
lookup against the Long Group Name

James

On Feb 5, 2:03 pm, Lyle Taylor tayl...@ldschurch.org wrote:
 As someone else pointed out, notifications to the assigned group as supported 
 out of the box.  There should be not need to create a new filter to do what 
 is already supported.  If you are not seeing the notifications, you may need 
 to adjust your notification settings so that it sends e-mails instead of 
 alerts - Remedy comes preconfigured to send alerts by default instead of 
 e-mails.  You can change the default notification mechanism that Remedy uses 
 by adjusting the Records in the NTE:CFG-Notification Events form.  Search 
 for records where the Notification Event Type is System Default and then 
 modify them so that the Remedy Notification Method is Email instead of 
 Alert.  After making that change, you'll probably find that you're now 
 getting more notifications than you want and will probably end up turning 
 some of them off.

 Lyle

 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Thad K Esser
 Sent: Friday, February 05, 2010 10:45 AM
 To: arsl...@arslist.org
 Subject: Re: Problem on qualification

 **
 Gian,

 I cleaned out all references to My Company on my servers, but if I recall 
 correctly, wasn't there a space between My and Company (My Company vs. 
 MyCompany)?  That may be why your filter isn't firing.  Also, get rid of 
 the TR values.

 To check if assignment has changed:
         'Assigned Group' != 'DB.Assigned Group'
 To check if the status has changed:
         'Status' != 'DB.Status'
 And the status is currently Assigned
         'Status' = Assigned
 Putting it all together:
         (('Status' != 'DB.Status' OR 'Assigned Group' != 'DB.Assigned 
 Group')) AND 'Status' = Assigned AND 'Company' = My Company

 You state that you want an email to go out when a ticket is assigned to a 
 group.  So something to consider is that maybe the Status isn't relevant to 
 the requirement.  It would simplify the qualification:
         'Assigned Group' != 'DB.Assigned Group' AND 'Company' = My Company

 Thad Esser
 Remedy Developer

 From:

 Gianluca Nieri gianl...@gianlucanieri.com

 To:

 arsl...@arslist.org

 Date:

 02/05/2010 03:25 AM

 Subject:

 Problem on qualification

 Sent by:

 Action Request System discussion list(ARSList) arsl...@arslist.org

 

 ** Hi all,

 I'm trying to send a message to the Assigned Group in Incident 7.1 when a 
 ticket is assigned to a group.

 I set up this qualification:

 (('DB.Status'!='TR.Status') OR ('DB.Assigned Group' != 'TR.Assigned Group')
 and ('TR.Status'=Assigned) and ('Company'=MyCompany)

 Active on: Submit, Modify

 Notification mechanism: email
 User: Assigned Group

 Of course there is full of tickets who goes assigned for company MyCompany... 
 but I see no mail...

 Any suggestion?

 Thanks in advance, Gian

 ps.: No, I don't want to user integrated mechanism... ;-)

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Re: ROI Outlook Integration Help

[jham36]

If it's the app I am thinking of, it is very buggy.

On Feb 5, 12:08 pm, lakhes lak...@gmail.com wrote:
 Hi

 Hi,
 We use ARS 6.3 with customer support module on orcle 10g and Microsoft
 office version 2003 SP3. I downloaded the app from souceforge.net and
 installed it. I can see remedy toolbar in outlook. I opened it. and entered
 all applicable values and clicked ok. It gave me message Cannot open
 catalog, message number = 214 Did anyone try it? Any help on the topic is
 very helpful.

 Thanks

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Re: RPC Timeout Errors

[jham36]

Don't put a production server in Dev Cache mode.  Read the guides to
get an explanation on the server modes.
My take on it is that Dev Cache mode gives priority to development.
If you do this on a production server, the devs will see performance
improvement, but the system users will take a huge hit and may end up
getting errors.
With Dev Cache mode OFF, every dev tool or admin tool save causes a
refresh of the server cache.  A copy of the cache is made, then it is
rebuilt.  This allows the users to work without much impact.
My guess is that one dev is making a change and saves.  Another dev
makes a change and tries to save while the server is re-caching.  That
would explain the time out errors.

James

On Feb 5, 2:52 pm, Leonard Neely - FOJ lne...@focusonjobs.com wrote:
 The behavior that you describe is typical when multiple developers are on
 the system, and the server is not in Development Cache Mode, as activity in
 DT form multiple developers will all contend for the single Admin thread.
 This is also why you don't really see the issue in the User Tool while
 performing functions (e.g. Searches, Updates, Etc.) that don't use the Admin
 thread.  If multiple developers will be working on the server, then
 Development Cache Mode is pretty much a MUST.

 HTH

 Leonard Neely

 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
 Sent: Friday, February 05, 2010 11:41 AM
 To: arsl...@arslist.org
 Subject: Re: RPC Timeout Errors

 **

 Funny thing about the timeout errors is that through the User Tool people
 can search and update records during the same time that the developer tool
 is timing out.  I know that there should not be development and data updates
 going on at the same time but we were testing to see if it was an issue
 across the board or just with developer tool.

 Further troubleshooting shows that if 1 developer saves an object through DT
 then the CPU spikes and holds around 90%. If a second developer saves an
 object at the same time then he/ she receives RPC Timeout.

 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of manoj jain
 Sent: Friday, February 05, 2010 10:50 AM
 To: arsl...@arslist.org
 Subject: Re: RPC Timeout Errors

 **

 Hi,

               You have to increase the Process Time out.

 You can configure it from:
 Server Information Form- Timeout Tab

 I would suggest you to kindly adopt some other performance improvement tips
 as well Like:

 -Increase the Next ID size
 -Create Private Queues
 -Improve network performance, increasing N/W bandwidth.
 -Increase H/W and S/w configuration as well etc.

 -Check whether any escation running on that time which are updating
 database.

 If you wil get te solution then please inform the list also bcoz generally
 user get this error.

 Regards,

 Manoj Jain

 On Fri, Feb 5, 2010 at 9:15 PM, Tommy Morris tommy.mor...@radioshack.com
 wrote:

 **

 Development Environment

 Windows 2003 Enterprise Server R2 sp2

 Dual Xeon 2.66ghz

 6gb RAM

 ARS 7.5p3

 CMDB 7.6

 ITSM 7.6

 Remote Oracle 11g

 We have started receiving RPC Timeout (91) errors when attempting to save
 objects through the developer tool. Does anyone know if there is a maximum
 number of developers that can connect? I have 4 developers who report the
 same issue. Is there an issue where two people cannot save through dev tool
 at the same time?

 Tommy Morris

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Re: Server Information

[jham36]

From the 7.1 documentation

Maximum Filters for an Operation:
Defines the number of filters that can be performed in an
operation. The default and recommended number is 1.
Increase this number at your own risk only if you reach a
limit in your system and you have verified that your
workflow is valid.


Maximum Stack of Filters:
Defines the maximum number of nested filters and filter
guides that will execute to prevent recursive actions on the
server. The default and recommended number is 25.
Increase this number at your own risk only if you reach a
limit in your system and you have verified that your
workflow is valid.


James


On Jan 26, 11:39 am, Ramy S. Ayoub ramyay...@gmail.com wrote:
 Dears,

 I have Question regarding the Server Information

 in the Advanced Tab , I can find Field call Maximum Filter for an Operation
 , and Maximum Stack of Filter , what is the recumandation values regarding
 it , and this can impact the
 Performance ?

 ARS 7.1 Patch 004
 OS : Windows 2003
 DB : SQL 2005

 Regards,
 Ramy

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Re: Server Information

[jham36]

I don't have recommended numbers for these.  I know there is a
performance tuning guide you could look at from the support site.  It
might be a whitepaper.  I suggest you download the documentation for
the products you are using.  I am assuming you have a valid support
contract.

Max Entries Returned by GetList:
Limits how many database entries are returned from a search. For
example, setting the
maximum entries to 50 would return a maximum of 50 entries, even if
more entries
satisfied the search qualification. The AR System warns users that the
search matched
more entries than the administrator allows to be retrieved. If users
specify a maximum
in their preferences, the lesser of these two values is used. A value
of zero (0) specifies
no limit (the default).


Server Table Field Chunk Size:
For server-side table fields, this number determines the number of
entries (or size of
the chunk) that the server retrieves at one time from the database and
stores inmemory
to process during filter or filter guide actions. The server then
retrieves, stores,
and processes the next chunk until all the rows have been processed.
Entering a value
of zero (0) causes the server to retrieve an unlimited number of rows.
The default is
1000 rows.
Entering a low value in this field causes the server to process
smaller chunks, which
keeps the server memory usage down, but results in slower processing
because the
server needs to access the database many times, especially for large
tables. Entering a
high value causes the server to retrieve and process large chunks of
data and access the
database fewer times. This results in higher performance at the cost
of memory use.

On Jan 26, 1:52 pm, Ramy S. Ayoub ramyay...@gmail.com wrote:
 **
 Thanks James,

 I have another question regarding the configuration also Max Entries
 Returned By Get list , and Server Table Field Chunk Size ?

 if this also impact the performance and what is BMC recommendation ?

 Regards,
 Ramy

 On 1/26/10, jham36 jha...@gmail.com wrote:







  From the 7.1 documentation

  Maximum Filters for an Operation:
  Defines the number of filters that can be performed in an
  operation. The default and recommended number is 1.
  Increase this number at your own risk only if you reach a
  limit in your system and you have verified that your
  workflow is valid.

  Maximum Stack of Filters:
  Defines the maximum number of nested filters and filter
  guides that will execute to prevent recursive actions on the
  server. The default and recommended number is 25.
  Increase this number at your own risk only if you reach a
  limit in your system and you have verified that your
  workflow is valid.

  James

  On Jan 26, 11:39 am, Ramy S. Ayoub ramyay...@gmail.com wrote:
   Dears,

   I have Question regarding the Server Information

   in the Advanced Tab , I can find Field call Maximum Filter for an
  Operation
   , and Maximum Stack of Filter , what is the recumandation values
  regarding
   it , and this can impact the
   Performance ?

   ARS 7.1 Patch 004
   OS : Windows 2003
   DB : SQL 2005

   Regards,
   Ramy

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Re: Help with ODBC driver with ARS client 7.1 and Win 7

[jham36]

The compatibility matrix for 7.1 only mentions support for XP and
Vista.  You should try the 7.5 user tool.  That is supported for
Windows 7 and will work against a 7.1 server.

James

On Jan 20, 4:53 pm, David Levenseller
davidlevensel...@mail.und.nodak.edu wrote:
 Hello,

  Is anyone out there running the ARS User Client 7.1.00 with Windows 7? I was 
 able to get it installed ok but I can't seem the get the ODBC driver to work.

  I want to install Crystal Reports 10 so I can run reports again. I worked 
 back when I had Vista.

  Any thoughts or suggestions?

  Thanks

 David Levenseller
 University of North Dakota
 Help Center Leader
 davidlevensel...@mail.und.nodak.edu
 Voice (701)777-2380
 FAX   (701)777-3978

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Re: 7.5 data loader worksheets?

[jham36]

You need to download the DataManagement tool from the support site,
not the BMCDN.  You can install it on your Remedy server and also run
the installer on your workstation to get the spreadsheets.

James

On Dec 21, 10:23 am, William Rentfrow wrentf...@stratacominc.com
wrote:
 I just spent 20 minutes looking at the BMCDN for the 7.1/7.5 foundation
 data load worksheets and couldn't find that.

 Rant on: That place is horrible to navigate.  I actually saw a post
 titled Foundation data load and copied that into the search results
 and got - SURPRISE! - zero search results.  I don't trust their search
 feature at all for this (and other) reasons.

 I know the sheets are there - I just can't find WHERE

 Anyone have a clue?

 William Rentfrow
 Principal Consultant, StrataCom Inc.
 wrentf...@stratacominc.com
 O 715-592-5185
 C 715-410-8056

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Re: Can't sort table field column

[jham36]

Free online file comparison tool
http://www.ranks.nl/tools/difference.html

James

On Dec 18, 3:40 pm, Joe D'Souza jdso...@shyle.net wrote:
 Can't sort table field columnTake a def backup of the form on the two
 servers and compare and see if you see a difference.. If you can take an xml
 definition backup, that is preferable as its easier to compare. If you have
 a text comparison tool it may help.. if you do not, many are available for
 free 30 days trial use and you can download and install one and decide later
 if you want to buy them..

 Joe



   -Original Message-
   From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org]on Behalf Of William Rentfrow
   Sent: Friday, December 18, 2009 2:16 PM
   To: arsl...@arslist.org
   Subject: Can't sort table field column

   **
   We have a table field which has (among other things) the description from
 the Incident in IM 7.03.

   On both our Development and test environments we can sort by clicking the
 field header in the table.  We can NOT in the production server.  We don't
 get the ascending/descending arrow and it does not sort.

   The forms are synced.  The table field source forms are synced.  As far as
 I can tell nothing is different..?

   Anyone have a clue here?

   William Rentfrow
   Principal Consultant, StrataCom Inc.
   wrentf...@stratacominc.com
   O 715-592-5185
   C 715-410-8056

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Re: Issue in Sending Mail in HTML format

[jham36]

The only suggestion I have is to make sure you use the database name
of the field in your template, not the field label.

James

On Dec 11, 12:51 am, Nair, Rajesh IN BOM SISL
nairraj...@siemens.com wrote:
 Dear LIst,
 I am facing a issue in sending mail from remedy system in HTML format..
 I have copied the format in the Template form. Have created a form say XYZ 
 which stores the exact name of the template. This in turn is set to the 
 helpdesk form.
 In the notfiy filter i have copied the template name in the Content field and 
 have selected the fields which are present in the Helpdesk form and in the 
 template.
 OutpuT
 System send the mail in the HTML format as desired but it is not using the 
 Field iD .. say Case id goes NULL
 I have used the variable name in the template in the format #$$Case ID$$#

 Can anyone tell me where i am going worng  or what can be done.

 Regards
 Rajesh

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Re: ARS 7.1 - Disabling Table Refresh

[jham36]

I think you can only disable the mouse right click Refresh option in
the table properties.  You can't stop an active link from refreshing a
table without workflow that would stop those active links from firing
in the first place.

James

On Dec 7, 8:47 am, Chowdhury, Tauf tauf.chowdh...@frx.com wrote:
 All,

 Not sure if this is possible, but is there the ability to disable
 Refresh of a table so that even if an Active Link (Change Fields) action
 requests a refresh, it does not occur?

 I guess I'm trying to take the easy way out... instead of disabling the
 refresh action on 10 active links, I'd like to just do it on the 1
 table.

 Thanks.

 Tauf Chowdhury | Forest Laboratories, Inc.

 Analyst, Service Management

 Informatics-Infrastructure

 Office: 631.858.7765

 Mobile:646.483.2779

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Re: Parse Group Members for Notification

[jham36]

Thanks for the reply.  I was looking at the CTM:Support Group
Association form.  I wasn't aware of server side tables and how they
worked.
I did a quick test with some test forms, filters and a filter guide.
It worked.
Now we just need to go lookup the user notification preferences and
some other tweaking and we should be all set.

Thanks,
James

On Nov 17, 5:19 pm, Lyle Taylor tayl...@ldschurch.org wrote:
 Do you mean that for a given group, you want to create a notification record 
 for each individual in the group, meaning that the problem is how to get the 
 list of members of the group and iterate over that list to create a new 
 record for each one?

 If that's the case, the group memberships of people are stored in the 
 CTM:Support Group Association form.  In principle, you should be able to 
 create a table that references this form, filtering on the support group 
 name, that you can run a filter guide on to iterate over all the records in 
 the table.  You can then create an individual notification record for each 
 row in the table.

 Does that address what you're trying to do?

 Otherwise, the OOTB workflow handles group notifications a little differently 
 than individual notifications.  Individual notifications (e.g., Customer, 
 Assignee, etc.) are processed immediately - so you'll immediately see the 
 notification record for that individual when you perform an action on a 
 record that generates a notification.  However, for group notifications, it 
 does it in two steps.  First it creates an initial entry for the group, and 
 then an escalation (maybe SYS:NPC:IM1-TriggerGroupNTG) takes care of 
 processing the group notifications to generate the individual notifications.  
 That may be why you weren't seeing it in your log files - if you didn't wait 
 long enough, the escalation may not have fired before you turned off logging.

 Sorry for not providing more detail - I'm trying to be quick writing this 
 while hoping that the general information will help steer you in the right 
 direction.  If any of this doesn't make sense, let me know.

 Lyle

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of jham36
 Sent: Tuesday, November 17, 2009 2:53 PM
 To: arsl...@arslist.org
 Subject: Parse Group Members for Notification

 Group,

 We have created some custom workflow and notifications outside of the
 Notification Engine that ITSM uses.
 We want to take advantage of the user notification preferences as part
 of this.  I turned logging on for the ootb notification process.  I
 see that for group notifications, a notify record is created for each
 user in the group.  Then the user preferences are checked to see if
 the notification should be sent.
 For the life of me, I cannot figure out how to create a record for
 each of the group members on my notify form.  I know the support group
 name and the group name for it from the group form.
 I looked over the log file for longer than I want to admit.  I cannot
 seem to identify how bmc creates the individual notify records for the
 support group members.
 Any ideas?

 We have ARS 7.1 patch 7, ITSM 7.03 patch 9, Win 2003 Server, Oracle
 10G

 Thanks,
 James

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Parse Group Members for Notification

[jham36]

Group,

We have created some custom workflow and notifications outside of the
Notification Engine that ITSM uses.
We want to take advantage of the user notification preferences as part
of this.  I turned logging on for the ootb notification process.  I
see that for group notifications, a notify record is created for each
user in the group.  Then the user preferences are checked to see if
the notification should be sent.
For the life of me, I cannot figure out how to create a record for
each of the group members on my notify form.  I know the support group
name and the group name for it from the group form.
I looked over the log file for longer than I want to admit.  I cannot
seem to identify how bmc creates the individual notify records for the
support group members.
Any ideas?

We have ARS 7.1 patch 7, ITSM 7.03 patch 9, Win 2003 Server, Oracle
10G

Thanks,
James

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Re: new notifications for emergency expedited changes

[jham36]

Why not have your filter fire only on Submit?
If you want to also notify if the Change Type is changed to expedited
or emergency, let it run on submit and modify.
Then just enter a Run If qualification:  'Change Type' != DB.Change
Type AND ('Change Type' = Emergency OR 'Change Type' =
Expedited)

James


On Nov 12, 2:38 pm, Martinez, Marcelo A marc...@cpchem.com wrote:
 Notifications are working, the theory checks out.  The only problem now is 
 that since my filters fire on submit and modify, a notification is created 
 every time there is a change to the emergency or expedited ticket.
 My question is: How are filters for other People Support Staff configured? 
 How do these other filters not create multiple notifications?

 I suppose I could have the filter write to a temp field on the CHG form and 
 have the filter fire is this field is null. But I rather implement this how 
 it is supposed to and not rig the system.

 Thanks
 Marcelo Martinez

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Schon, Stuart
 Sent: Wednesday, November 11, 2009 5:23 PM
 To: arsl...@arslist.org
 Subject: Re: new notifications for emergency expedited changes

 Not sure about change, but the theory is correct.

 Create a new notification template in sys:notification messages

 Create two filters in the 800 range (at least that's the number used in 
 incident) against the Change form. One looks up to see if the template and 
 notification event exists (for the expedited and emergency changes only) and 
 the other writes the data to nte:sys-nt process control. The rest should just 
 work. It only gets complicated if you need to add new fields to the 
 notification engine.

 regards

 Stuart Schon
 Team Leader

 FUJITSU AUSTRALIA LIMITED
 Level 3, 2 Julius Avenue, North Ryde, NSW 2113, Australia
 T 02 9113 9435  M 0439 475 240
 stuart.sc...@au.fujitsu.comwww.au.fujitsu.com 

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
 Sent: Thursday, 12 November 2009 09:27
 To: arsl...@arslist.org
 Subject: new notifications for emergency expedited changes

 Hello All,
 I am working on implementing new notifications for change management. The 
 purpose of the notification would be alert the change mgmt team when an 
 emergency or expedited change is entered into the system.
 From what I've seen, it looks like I have to create a new notification event 
 on many of the NTE forms, is this correct? The forms I've identified are the 
 following:
 NTE:CFG-Notification Events
 NTE:LoadCFGNotificationEvents
 NTE:Notifier
 NTE:Notifier Log
 NTE:SYS-Define NT Events
 NTE:SYS-Group NT Control
 NTE:SYS-Individual NT Control
 NTE:SYS-NT Process Control

 Additionally, I have to create 2 filters. One filter to set a value when the 
 change is expedited or emergency. The second filter reads the value and calls 
 the notification process.

 Also, I have to create a new notification message in SYS:Notification 
 Messages that the notification process will use for sending the emails.

 Can someone verify that my theory is correct?

 Thank you,

 Marcelo Martinez

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Re: new notifications for emergency expedited changes

[jham36]

I have had some problems using TR values.  If it is not working
correctly, you can just use the field name without TR..  It is implied
that you are looking at the field value at submit time.

James

On Nov 12, 3:44 pm, Martinez, Marcelo A marc...@cpchem.com wrote:
 James, you're right; I want it to also notify if the timing changes to 
 emergency or expedited. I've used something very similar to what you 
 suggested:

 (('TR.Change Timing' != 'DB.Change Timing') AND (('TR.Change Timing' = 
 Emergency) OR ('TR.Change Timing' = Expedited)))

 Thank you for your help... sometimes I just draw blank!
 Marcelo

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of jham36
 Sent: Thursday, November 12, 2009 1:54 PM
 To: arsl...@arslist.org
 Subject: Re: new notifications for emergency expedited changes

 Why not have your filter fire only on Submit?
 If you want to also notify if the Change Type is changed to expedited
 or emergency, let it run on submit and modify.
 Then just enter a Run If qualification:  'Change Type' != DB.Change
 Type AND ('Change Type' = Emergency OR 'Change Type' =
 Expedited)

 James

 On Nov 12, 2:38 pm, Martinez, Marcelo A marc...@cpchem.com wrote:
  Notifications are working, the theory checks out.  The only problem now is 
  that since my filters fire on submit and modify, a notification is created 
  every time there is a change to the emergency or expedited ticket.
  My question is: How are filters for other People Support Staff 
  configured? How do these other filters not create multiple notifications?

  I suppose I could have the filter write to a temp field on the CHG form and 
  have the filter fire is this field is null. But I rather implement this how 
  it is supposed to and not rig the system.

  Thanks
  Marcelo Martinez

  -Original Message-
  From: Action Request System discussion list(ARSList) 
  [mailto:arsl...@arslist.org] On Behalf Of Schon, Stuart
  Sent: Wednesday, November 11, 2009 5:23 PM
  To: arsl...@arslist.org
  Subject: Re: new notifications for emergency expedited changes

  Not sure about change, but the theory is correct.

  Create a new notification template in sys:notification messages

  Create two filters in the 800 range (at least that's the number used in 
  incident) against the Change form. One looks up to see if the template and 
  notification event exists (for the expedited and emergency changes only) 
  and the other writes the data to nte:sys-nt process control. The rest 
  should just work. It only gets complicated if you need to add new fields to 
  the notification engine.

  regards

  Stuart Schon
  Team Leader

  FUJITSU AUSTRALIA LIMITED
  Level 3, 2 Julius Avenue, North Ryde, NSW 2113, Australia
  T 02 9113 9435  M 0439 475 240
  stuart.sc...@au.fujitsu.comwww.au.fujitsu.com 

  -Original Message-
  From: Action Request System discussion list(ARSList) 
  [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
  Sent: Thursday, 12 November 2009 09:27
  To: arsl...@arslist.org
  Subject: new notifications for emergency expedited changes

  Hello All,
  I am working on implementing new notifications for change management. The 
  purpose of the notification would be alert the change mgmt team when an 
  emergency or expedited change is entered into the system.
  From what I've seen, it looks like I have to create a new notification 
  event on many of the NTE forms, is this correct? The forms I've identified 
  are the following:
  NTE:CFG-Notification Events
  NTE:LoadCFGNotificationEvents
  NTE:Notifier
  NTE:Notifier Log
  NTE:SYS-Define NT Events
  NTE:SYS-Group NT Control
  NTE:SYS-Individual NT Control
  NTE:SYS-NT Process Control

  Additionally, I have to create 2 filters. One filter to set a value when 
  the change is expedited or emergency. The second filter reads the value and 
  calls the notification process.

  Also, I have to create a new notification message in SYS:Notification 
  Messages that the notification process will use for sending the emails.

  Can someone verify that my theory is correct?

  Thank you,

  Marcelo Martinez

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Re: ITSM installation failure

[jham36]

Here is one obvious one that I am sure you did, but the only thing I
can think of: Close all instances of the User Tool that you are logged
into.  When the user tool starts it reads in the list of forms.
Without a restart, the tool does not know that new objects are there.
This would only help you if you had the user tool running while
installing the software.

James

On Nov 10, 4:15 am, chaitu kamma chaitu...@gmail.com wrote:
 Hi list ,
           I  tried to install ITSM  it shows installation completed
 successfully.I don't see any errors in installation logs.But i don't see any
 forms related to the applications in Remedy user.  i applied all licenses .

    I am using   windows server 2003,oracle 10g,Remedy versiion 7.1 patch 4,
 ITSM7.0  patch3.Plz let me know If you have any solution.

 thanks
 chaitanya

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Re: Error with remedy Administrator

[jham36]

If you can run the admin tool and connect from another machine, try re-
installing the admin tool on your pc.  Make sure you run the same
version and patch level that your server is at.

James

On Nov 9, 1:43 pm, Patrick St-Pierre patrick.st-pie...@dsf.ca wrote:
 Hi when i try to open remedy administrator from one server every time it
 crash and i got this error in the event viewer:

 ORA-03113: end-of-file on communication channel
 390626 : Failure during SQL operation to the database (ARERR 552)

 im able to open the user tools, and im able to work from another machine
 with the administrator to this server 

 thanks

 Le pr?sent message est destin? uniquement aux personnes indiqu?es dans 
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 divulgu?es ? des tiers sans que l'exp?diteur ait pr?alablement accord? son 
 consentement ? cet ?gard. Si vous n'?tes pas un des destinataires concern?s 
 par cette communication ou une des personne autoris?es ? la recevoir, 
 veuillez en aviser l'exp?diteur par courriel et d?truire toutes copies qui 
 peuvent exister.
 This message is intended solely for the individual or entity to whom it is 
 adresses. It contains privileged and confidential information which is not to 
 be disclosed without the sender's express consent. If you are not the 
 intended recipient of this message or an authorized representative thereof, 
 please notify the sender by email and then destroy this message as well as 
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Re: Error with remedy Administrator

[jham36]

I replied, but I don't see it posted.

Reinstall the admin tool with the same version and patch as your
server.

James

On Nov 9, 1:43 pm, Patrick St-Pierre patrick.st-pie...@dsf.ca wrote:
 Hi when i try to open remedy administrator from one server every time it
 crash and i got this error in the event viewer:

 ORA-03113: end-of-file on communication channel
 390626 : Failure during SQL operation to the database (ARERR 552)

 im able to open the user tools, and im able to work from another machine
 with the administrator to this server 

 thanks

 Le pr?sent message est destin? uniquement aux personnes indiqu?es dans 
 l'en-t?te. Il contient des informations confidentielles qui peuvent ?tre 
 divulgu?es ? des tiers sans que l'exp?diteur ait pr?alablement accord? son 
 consentement ? cet ?gard. Si vous n'?tes pas un des destinataires concern?s 
 par cette communication ou une des personne autoris?es ? la recevoir, 
 veuillez en aviser l'exp?diteur par courriel et d?truire toutes copies qui 
 peuvent exister.
 This message is intended solely for the individual or entity to whom it is 
 adresses. It contains privileged and confidential information which is not to 
 be disclosed without the sender's express consent. If you are not the 
 intended recipient of this message or an authorized representative thereof, 
 please notify the sender by email and then destroy this message as well as 
 all other existing copies.

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Re: Active link to check entry in table

[jham36]

Is the Association table being refreshed before you check for a
value?  You may want to add another AL that does a table refresh
first.
One way to verify this is to have the Change open with the Association
table showing with a record in it (Refreshed), then save.  If you get
the error, I am not sure where else to look without diving into it
some more.

James

On Nov 9, 5:26 pm, Martinez, Marcelo A marc...@cpchem.com wrote:
 Hello All,
 I'm currently trying to put together an active link that will spit out a 
 warning message to change mgmt users to remind them to add a configuration 
 item.
 I'm currently running ARS7.1 and ITSM 7.0.03 (Inc, Chg, Pbm).
 I would like the active link to check the Relationships table under change 
 mgmt and if there are no entries for CIs associations, then spit out the 
 warning message. The message should display when the change has been 
 submitted for approval.
 What I've done is: created an AL that fires on Submit/Modify with the RunIf: 
 ( 'z2TH_Assoc_Association' =  $NULL$ ) AND ( 'Change Request Status' = 
 Request For Authorization AND 'Change Request Status'  Scheduled)
 Action 1: Message. Type=Warning. Text: don't forget to add a CI

 The problem is that the AL fires even if the CI has been associated.

 Can someone tell me where I can find documentation on creating an AL that 
 checks a table entry?

 Thanks!
 Marcelo

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Re: ARS 7.5 Installer

[jham36]

I did some testing with the 7.5 patch 001 WUT installer.  Since we
have installed the 7.1 WUT to c:\program files\Remedy, I was looking
to be able to upgrade/update the existing install.  The installer,
both manual and scripted, allow you to specify an installation
directory.  What you DO NOT have the option of omitting is the User
sub-directory that is appended and installed to.  So, if I tell the
7.5 installer to install the WUT to c:\program files\Remedy (to
upgrade the existing install), it will install to c:\program files
\Remedy\User and leave me with both the 7.1 and 7.5 installs.  I have
not tested with the 7.5 patch 003 installer yet, but I would assume it
behaves the same way.  This is going to be an issue for us when we
upgrade to 7.5.

James

On Oct 29, 2:19 pm, strauss stra...@unt.edu wrote:
 I had inconsistent behavior with that... probably back on patch 001.  I am 
 testing with 003 now, and will have to test some different scenarios to see 
 if it will do a better job of spot maintenance.

 The other exciting feature I hit (patch 003) was that if you select 
 overwrite database (there was an old ARSystem db on the remote SQL Server), 
 the installer issued a drop command for the database (normal behavior), and 
 then issued a drop command for the domain\user account that I had entered as 
 the SQL Server account (Windows authentication to SQL Server), and then it 
 was no longer able to connect to the SQL Server using that account (DUH!) to 
 create the new ARSystem db.  Support hasn't been able to explain that bizarre 
 behavior yet, but it is definitely fatal to your installation.

 Christopher Strauss, Ph.D.
 Call Tracking Administration Manager
 University of North Texas Computing  IT Centerhttp://itsm.unt.edu/
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
 Sent: Thursday, October 29, 2009 12:39 PM
 To: arsl...@arslist.org
 Subject: Re: ARS 7.5 Installer

 **

 Can't you only select the Email engine, so that is the only thing that gets 
 installed?

 Guillaume

 -Original Message-
 From: Action Request System discussion list(ARSList) on behalf of strauss
 Sent: Thu 10/29/09 1:16 PM
 To: arsl...@arslist.org
 Subject: ARS 7.5 Installer

 RANT

 Is it just me, or are any of you having problems with the new ARS 7.5 
 monolithic installer?  It is an all or nothing kind of approach that makes 
 upgrades and repairs a lot more hazardous and unreliable since you can no 
 longer work on just the one problem service (AREmail is the primary culprit 
 here) without running an install against the entire ARS system.  In 7.1 and 
 earlier we have always had trouble with the AREmail module - it is one of the 
 services that seldom upgraded correctly, usually losing its ability to 
 connect to MAPI properly and requiring you to uninstall it, wipe all traces 
 of it from the file system and registry, and reinstall it.  I haven't figured 
 out any way to do that with the monolithic suite installer without touching 
 the entire installation.  Someone somewhere must have thought that a single 
 suite installer would be simpler to work with, but in practice it makes a 
 nightmare out of troubleshooting and reinstalling a particular problem 
 service (and AREMail after 4.x has always been a problem service - witness 
 the open issue I have had with our production AREmail system crashing on 7.1 
 since June 2008, still unresolved).  It also means that any run of the 
 installer takes WAY longer since you have to go through every dialog even 
 though 90% are irrelevant to what you want to do, and reenter passwords all 
 along the way for things you didn't need to work on, or now they will STOP 
 working.  The suite installer might make sense for a new install of a fresh 
 system - ONCE.  After that, you still need individual service 
 uninstall-reinstall capability.

 Part of my frustration is from trying to troubleshoot two 7.5 systems, one 
 upgraded from 7.1 and one a fresh install, neither of which can successfully 
 run the AREmail service and send out mail.

 The same complaint applies when working on a web server, but you are 
 generally in a more limited environment with only mid-tier and flashboards 
 installed.  Upgrading the 7.x mid-tier by installer historically trashes your 
 integration to crystal reports, making it necessary to uninstall it and 
 install a fresh instance in order to get it working again.  The monolithic 
 installer gets in the way here too, just not as much (and not as high-risk) 
 because only mid-tier and flashboards are typically on the web server.

 /RANT

 BTW, the 7.5 installer still prompts for account, password, and domain for 
 Email like it always did (5.x, 6.x, 7.0, 7.1), but no longer concatenates 
 domain\account to use when creating the Remedy Email Engine service (so it 
 fails to do so in our environment).   You have to enter the account in the 
 form domain\account in order for the 

No Such Field ID error when loading custom form

[jham36]

I am getting a strange error message when opening a custom form.  No
Such Field ID.  The error comes from Internet Explorer.  Behind that
message is another error stating that there was an Internet Explorer
script error.  This form has a vertical nav bar and some flashboards,
tables and character fields.  It is a display only console type form.
I was originally getting this error on an earlier version of this
custom form that had no flashboards.  I figured that a new form would
eliminate the error.  All fields on the new version of the form were
created new.  To make things worse (or better, I'm not sure), the
error is not reproducible.  It seems to happen randomly.  I may get it
two days in a row, then not see it for a week.  I compared the
referenced html file from when I get the error to one that is created
when there is no error.  They are identical and do not have anywhere
near the 425 lines that the error shows.  What the html file shows is
the nav bar menu items.  The only way to get control back of the user
Tool is to go to task manager and kill the aruser.exe process. Support
has been unable to help so far.  Any help would be greatly
appreciated.


Thanks,

James

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Re: Re : AIE 7.1 data conversion - RESOLVED

[jham36]

What was the solution?



On Oct 26, 9:43 am, Frex Popo frexp...@yahoo.fr wrote:
 Thanks

 --- En date de : Lun 26.10.09, Frex Popo frexp...@yahoo.fr a écrit :

 De: Frex Popo frexp...@yahoo.fr
 Objet: AIE 7.1 data conversion
 À: arsl...@arslist.org
 Date: Lundi 26 Octobre 2009, 14h20

 Hello everyone,
  
 I have a table on a remote database (SQL Server 2005) whose data we are 
 reading to a local form in Remedy. One of the columns in the remote table is 
 of type INTEGER. The target column in the remedy form is of type character. I 
 need to be able to convert the INTEGER data to charaters within the AIE 
 mapping. I am trying to avoid adding a filter to the form to the do the 
 conversion. I looked at the AIE manual but did not see a function to do this. 
 I have perhaps missed something but the only one I could see is the SQL| and 
 the targetSQL| statements...
  
 Any thoughts?
  
 Many thanks
 frex
  

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Re: Advanced Search Question

[jham36]

The only thing I can think of would be to export the data from the
notes field into excel.  Then you can use the LEN function to
calculate the number of characters in the notes field for each
record.  Add them up and divide by the number of records.

James

On Oct 7, 11:54 am, John Kelley john.kel...@dunkinbrands.com wrote:
 Hi List

 Is there any way to find out what the Average character count of the notes
 field in Incident Management tickets which have been submitted?

 What and can that be run in an Advanced search statement?
 Thanks

 ARS 7.1 patch 6
 Oracle 10g

 JK

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Re: Please suggest how to get ITSM7 quick installation on my Windows machine

[jham36]

You will also need license keys before you will be able to install any
of the ITSM apps.

James

On Sep 25, 7:55 am, Kelly Gatewood kgatew...@itprophets.com wrote:
 Manish,

 The quick installation guide is located on the BMC Support Web as well as the 
 ftp site for the downloads. I would first reference the BMC Remedy Action 
 Request System 7.1.00
 Installing guide to look at the prerequisites.

 You will need a current support contract to access the necessary areas on the 
 BMC Support Web.

 Thanks

 Kelly Gatewood
 Senior Solutions Architect
 IT Prophets
 Cell 615-830-5078www.itprophets.com

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Manish SINGLA
 Sent: Friday, September 25, 2009 6:13 AM
 To: arsl...@arslist.org
 Subject: Please suggest how to get ITSM7 quick installation on my Windows 
 machine

 Hello List,

 Please suggest and provide media for installing ITSM7 and DB on my windows
 machine.

 Thanks
 Regards
 Manish

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Re: Active link that works in the user tool not working on Mid-tier

[jham36]

If you are using the $Groups$ keyword, you may need to use $\GROUPS$
instead.  this will prevent it from being parsed until it is needed.
I am assuming 'Group List' is a field on your form, or are you looking
at the User Form?
ALso try this:
( 'Group List' LIKE  % + 486 + % ) AND ( 'Full Name' LIKE
( $Short Description$ +  % ))

James

On Sep 21, 10:21 pm, Joe DeSouza joe_rem...@yahoo.com wrote:
 Niddhi,,

 At the risk of asking the obvious, are you setting that Group List 
 field (which I assume is a custom field you developed) to $GROUP$ before you 
 query for its contents?

 Joe

 
 From: nsi...@oxfordproperties.com nsi...@oxfordproperties.com
 To: arsl...@arslist.org
 Sent: Monday, September 21, 2009 2:53:32 PM
 Subject: Active link that works in the user tool not working on Mid-tier

 Hi Listers,

 I am get an error 9278 no items match active condition. The active link set 
 fields if qualification is as follows
 ( 'Group List' LIKE  %486% ) AND ( 'Full Name' LIKE ( $Short Description$ 
 +  % )) the active executes fine in the user tool. Any reason why this 
 would not work on the web.

 Thanks for your,
 Niddhi

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Re: Oracle sizing guidelines

[jham36]

Check the ITSM installation guide.  They are specific about data file
size, log file size, tablespace, temp tablespace and rollback
segments.

James

On Sep 14, 1:28 pm, Shelston, Patrick
patrick.shels...@mtsallstream.com wrote:
 Good day,

 I'm trying to find some guidelines on Oracle 10g sizing for 7.x w/ITSM
 but all I can find from BMC are guidelines for BSM.  Should I assume
 that it applies?

 We are concerned that our DB hasn't been spec'd correctly and I would
 like to give some best practices sizing guidelines to the DBA team.

 Patrick

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Re: Task Template Question

[jham36]

Did you try creating another variable with the same input, but a
different output?  Might be a workaround if you can't figure out how
to do it otherwise.

James

On Sep 11, 10:54 am, Begosh, Kevin kevin.beg...@lmco.com wrote:
 List,
 We are building task templates and variables for task templates that are 
 going to be in a change template.  I have create variables and assigned them 
 into a task for input and output and they are being passed from one task to 
 task so all is good there.  The issue I am having is when I try to pass 1 
 variable to 2 different fields on the next task.  It appears that the task 
 chooses one of the two and passes the variables but not both.  This task 
 groups template if for a employees move to a different location.  What I am 
 trying to do is with Char 1 - 6 fields have the values of input

 Char 1 - New Region
 Char 2 - New Site Group
 Char 3 - New Site
 Char 4 - Old Region
 Char 5 - Old Site Group
 Char 6 - Old Site

 For the output I want these same values to go to the same fields but 
 additional I want the new site information to be passed to Region, Site 
 Group, and Site so that I can do auto assignments for the tasks and not have 
 someone manually have to do that.  When I put this in the output though the 
 next task only has the Char 1-6 filled out and the Region, Site Group, and 
 Site is blank on the first tab.  Again it seems like you can only send them 
 over from task to task from one field.  Has anyone else experienced this?

 ARServer 7.1 patch 2
 ITSM 7.02 Patch 5
 Windows 2003, SQL 2005

 Kevin Begosh, RSP

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Re: AREmial using MAPI protocol

[jham36]

The email engine service needs to be running with an account that has
rights to the mailbox.  Go to Services on the machine running the
email engine and see how the email engine is starting.  The user
account that is used to start the emai lengine must have rights to the
email account you are using.

James

On Aug 28, 10:36 am, Jordan, Franklin franklin.jor...@hq.doe.gov
wrote:
 Hey Jason,

         Yes Outlook client is installed on the Email engine server. What is 
 OL ? The email account has log in rights to the MS Exchange mailbox.

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Jason Miller
 Sent: Friday, August 28, 2009 10:34 AM
 To: arsl...@arslist.org
 Subject: Re: AREmial using MAPI protocol

 Is Outlook installed on the Email Engine server?  The Email Engine
 needs OL in order to use MAPI.

 If OL is installed, is the Email Engine service running as the user
 with rights to the Exchange mailbox?

 Jason

 On 8/28/09, Jordan, Franklin franklin.jor...@hq.doe.gov wrote:
  I am have made successful connection to AR Server, but receiving the
  following error msg in the STDERR file. I am using MAPI over HTTPS.

  Aug 28, 2009 8:55:15 AM com.bmc.mail.mapi.MAPINative getStore
  SEVERE: MAPILogonEx Failed - Unable to login to MAPI
  javax.mail.MessagingException: MAPILogonEx Failed - Unable to login to MAPI
     at com.bmc.mail.mapi.MAPINative.getStore(Native Method)
     at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:145)
     at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:165)
     at
  com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1875)
     at
  com.bmc.arsys.emaildaemon.ReceiverModule.initialization(ReceiverModule.java:522)
     at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:284)
     at java.lang.Thread.run(Unknown Source)
  Aug 28, 2009 8:55:15 AM com.bmc.mail.mapi.MAPINative getStore
  SEVERE: MAPILogonEx Failed - Unable to login to MAPI
  javax.mail.MessagingException: MAPILogonEx Failed - Unable to login to MAPI
     at com.bmc.mail.mapi.MAPINative.getStore(Native Method)
     at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:145)
     at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:165)
     at
  com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1875)
     at
  com.bmc.arsys.emaildaemon.ReceiverModule.initialization(ReceiverModule.java:522)
     at 
  com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:171)
     at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)
     at java.lang.Thread.run(Unknown Source)
  Aug 28, 2009 8:55:15 AM com.bmc.mail.mapi.MAPINative getStore
  SEVERE: MAPILogonEx Failed - Unable to login to MAPI
  javax.mail.MessagingException: MAPILogonEx Failed - Unable to login to MAPI
     at com.bmc.mail.mapi.MAPINative.getStore(Native Method)
     at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:145)
     at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:165)
     at
  com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1875)
     at 
  com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:216)
     at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)
     at java.lang.Thread.run(Unknown Source)
  Aug 28, 2009 8:59:15 AM com.bmc.mail.mapi.MAPINative getStore
  SEVERE: MAPILogonEx Failed - Unable to login to MAPI
  javax.mail.MessagingException: MAPILogonEx Failed - Unable to login to MAPI
     at com.bmc.mail.mapi.MAPINative.getStore(Native Method)
     at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:145)
     at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:165)
     at
  com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1875)
     at
  com.bmc.arsys.emaildaemon.ReceiverModule.initialization(ReceiverModule.java:522)
     at 
  com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:171)
     at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)
     at java.lang.Thread.run(Unknown Source)
  Aug 28, 2009 8:59:15 AM com.bmc.mail.mapi.MAPINative getStore
  SEVERE: MAPILogonEx Failed - Unable to login to MAPI
  javax.mail.MessagingException: MAPILogonEx Failed - Unable to login to MAPI
     at com.bmc.mail.mapi.MAPINative.getStore(Native Method)
     at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:145)
     at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:165)
     at
  com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1875)
     at 
  com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:216)
     at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)
     at java.lang.Thread.run(Unknown Source)
  Aug 28, 2009 9:03:15 AM com.bmc.mail.mapi.MAPINative getStore
  SEVERE: MAPILogonEx Failed - Unable to login to MAPI
  javax.mail.MessagingException: 

Re: Shared Fields on a Panel (formally known as Page) Field in 7.5...

[jham36]

Take a look at the 7.5 Form and Application Objects Guide -   Page
176.
It seems like the system supports it if you created it using the Admin
Tool.  At this point it looks like they took the functionality out of
Developer Studio, but the server supports it.
I cannot comment on the future of this feature.  I would hate to have
to change workflow and forms for a future release that does not
support it.

James

On Aug 25, 3:23 pm, Joe DeSouza joe_rem...@yahoo.com wrote:
 Hello all,

 Maybe this is a Doug Mueller type question.. It looks like this option is 
 deprecated? Does anyone know the reason why this has been done? Could this 
 mean that somewhere down the line it may be completely unsupported and that 
 we may need to change our form designs in the future before upgrading if we 
 have shared fields implemented on our Panels that have come from previous 
 versions?

 I'd appreciate those having some info about this..

 Joe

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Re: Filter / notify / phase 3 question

[jham36]

I have tried what Frank suggested yesterday while working on a similar
issue that Sean has.  My problem is that I need the data in that
cleared field to be included in the email.  Even though my notify
action fired before phase 3, it seems that there are a number of
system workflow objects that fire at phase 3 to generate the email.
At that point, the field is empty and that data would not be included
in the email.

James

On Aug 19, 11:58 am, Frank Caruso caruso.fr...@gmail.com wrote:
 If you put a `! at the end of the filter it will process the filter
 immediately.



 On Wed, Aug 19, 2009 at 6:55 PM, Sean Harrodinesean_rem...@yahoo.co.uk 
 wrote:
  **
  Hi everyone,

  I have an action in a filter that sends out a notification if a certain
  field is populated, but because its a notification, it gets delayed to
  phase 3.

  The 2nd action in the filter is to empty the field, so by the time the phase
  3 occurs, the field is empty.

  So
  Q : Are you able to force a filter action to not wait for phase 3 and to run
  immediately (namely, before i empty the field)?

  I know i could create a duplicate field and then use that in the email but
  it seems unnecessary, and i could also push it out to another form and email
  from there but again, it seems overkill.

  Any ideas ?

  TIA

  Sean

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Re: Support Renewal - developer Plus

[jham36]

It still works with a 7.1 server.  I believe it becomes obsolete with
7.5

James

On Aug 19, 9:33 am, Sokol, Brian bso...@scholastic.com wrote:
 I just was sent our annual support renewal. One of the items is Remedy
 Developer Plus. Is there any reason to pay for this product? Isn't this
 product discontinued? Should I have it removed?

 Thanks,

 Brian Sokol
 Manager, Desktop Services
 Scholastic Inc.
 557 Broadway
 NY, NY 10012
 (212) 343-6494http://www.Scholastic.comhttp://www.scholastic.com/  

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Re: OT: The case of the disappearing BMC sales rep

[jham36]

I have had the problem with the disappearing sales rep for about 12
years.  Through Remedy Corp, Peregrine, and BMC.  I am usually able to
locate the current one in a few days by starting with a support call.

On Aug 4, 10:23 pm, Tim Richardson t...@remedyedge.com wrote:
 Hi Shawn,

 I do understand what you mean; but fortunately, the BMC sales rep over my 
 current clients is outstanding.  I've also had great support on my past few 
 accounts...so I think it may be a case-by-case answer.

 If you can connect with whom your account's replacement is; they'll probably 
 get you the service and attention you're missing.

 Let me know how it goes.

 Tim

 --- On Tue, 8/4/09, Pierson, Shawn shawn.pier...@sug.com wrote:

 From: Pierson, Shawn shawn.pier...@sug.com
 Subject: OT:  The case of the disappearing BMC sales rep
 To: arsl...@arslist.org
 Date: Tuesday, August 4, 2009, 11:06 AM

 **

 #yiv1754961124 .EmailQuote 
 {margin-left:1pt;padding-left:4pt;border-left:#80 2px solid;}

 Good morning,
  
 After a few weeks of struggling to get in contact with someone (I escalated 
 this to upper I.T. management to see if they would fare any better) today we 
 discovered that our BMC sales rep is no longer with the company.  Nobody 
 notified us, his emails just
 bounced back, his phone numbers gave errors, and there was no indication that 
 we no longer had a sales rep.
  
 Is this a common occurrence with BMC now?  Based on the difficulties we’ve 
 had dealing with BMC both from the training side, the support side and now 
 from the sales side, I’m wondering what the future is of the company.  I 
 haven’t heard any rumors of either
 BMC being looked at for a purchase by a larger company or of BMC looking to 
 sell off Remedy, but they don’t seem to be acting like a company that seeks 
 to grow their software sales or maintain existing customers. 
  
 Is my company the only one having these types of issues or is this a 
 widespread problem?
  
 Oh, and a P.S. – Despite these problems, some vendors are even worse.  There 
 is another application I support where the tickets are closed out without the 
 vendor ever even responding to me, and where it appears they lost any record 
 of us paying them for
 support.  I know there is much worse than what BMC is doing right now, but 
 the Remedy suite is my bread and butter and I want to see it grow rather than 
 decline due to bad corporate decisions.
  
 Thanks,
  
 Shawn Pierson
 Remedy Developer | Southern Union
  
  
  

 Private and confidential as detailed here.  If you cannot access hyperlink, 
 please e-mail sender.

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Re: Encouraging Float License Users to Log Off When Inactive

[jham36]

If you created an active link to run on interval, what form would you
attach it to?  Doesn't it need to be associated with a form?  Maybe
the Home form?

On Aug 5, 8:41 am, Nicky Madjarov nmadja...@verizon.net wrote:
 I don't think there in an elegant solution of this problrm because the user
 session apis are still strictly bmc propriatory. The whole licensing model
 seems to be century old.

 Regards,

 Nicky Madjarov
 phone: 973-202-4278
 Find out how to bust your AR System performance @http://www.SpeedUpARS.com

 - Original Message -
 From: Carey Matthew Black black@gmail.com
 Newsgroups: public.remedy.arsystem.general
 To: arsl...@arslist.org
 Sent: Wednesday, August 05, 2009 7:12 AM
 Subject: Re: Encouraging Float License Users to Log Off When Inactive

 I have often wondered if you could.

 Create an active link (on interval) that prompts the user for a kind
 of session timeout. Say every hour with a dialog asking: Are you
 still there?. (with yes/no buttons) Then have a second on interval
 active link on the dialog that would timeout the dialog in 30 seconds.

 If the 30 second timeout Active Link gets to run then the No button is
 pushed.

 If the No button is pushed then this happens.

 1) Send an Event to all open forms and have workflow clear the change
 flag on all windows.
 2) log the user out with the Special Run Process PERFORM-ACTION-EXIT-APP

 If the Yes button is pushed then this happens.

 1) close the dialog.

 Now this could be more fancy if you want to also have a display only
 Date/Time field where other workflow keeps updating the timestamp in
 the field and the session timeout active link could run more
 frequently than every 30 minutes too. (Then it could look to see if
 the field's value is = ($TIMESTAMP $ - 3600) and have an accuracy of
 say.. 5 minutes+/- instead of prompting every 30 minutes regardless of
 activity.) And obviously you would need to decide what is enough
 activity to trigger the update of the timestamp value by adding a set
 field action to the (hopefully already existing) active links that the
 user is triggering.

 It seems like it should work in my head.
 Has anyone tried to implement this (or something like it) as a
 possible solution?

 --
 Carey Matthew Black
 BMC Remedy AR System Skilled Professional (RSP)
 ARS = Action Request System(Remedy)

 Love, then teach
 Solution = People + Process + Tools
 Fast, Accurate, Cheap Pick two.

 On Tue, Aug 4, 2009 at 4:03 PM, Robert Halsteadbadbee...@gmail.com wrote:
  ** We are experiencing this same issue.. We are at the point where we're
  going to remove all workflow that updates tables on an interval as that
  re-requests a floating license. If there are any other ways to get the
  licenses freed, I'm all ears..

  On Tue, Aug 4, 2009 at 9:25 AM, Arner, Todd tar...@glhec.org wrote:

  **

  Hello Everyone,
  We are currently experiencing an issue with our float license users not
  logging out when they are inactive in Remedy. Needless to say this is
  holding a float license open for an hour that other users could have been
  using it. My question is, have you found an effective way to encourage
  your
  users to log off when inactive? We have sent emails which helps for about
  a
  day but then they forget again. Thanks in advance for any suggestions you
  may have.

  Todd Arner
  Great Lakes

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  A fool acts, regardless; knowing well that he is wrong. The ignoramus
  acts
  on only what he knows, but all that he knows.
  The ignoramus may be saved, but the fool knows that he is doomed.

  Bob Halstead
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Re: Error Starting Server After 7.5 patch 2 upgrade

[jham36]

Thanks, but it did not seem to offer any useful information for me.

Wed Jul 29 2009 18:01:24.7310 Startup TID: 002092 InstallDir =
C:\Program Files\AR System\ardev
Wed Jul 29 2009 18:01:24.7460 Startup TID: 002092 Set up
thread control block with key = 0
Wed Jul 29 2009 18:01:24.7460 Startup TID: 002092 Initialize
thread local storage block
Wed Jul 29 2009 18:01:24.7460 Startup TID: 002092 Initialize
mutiple-byte environment
Wed Jul 29 2009 18:01:24.7460 Startup TID: 002092
LocalLanguage = ENU
Wed Jul 29 2009 18:01:24.7460 Startup TID: 002092 ViewDir = en
Wed Jul 29 2009 18:01:24.7460 Startup TID: 002092 Initialize
License Library
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092
LicenseFilename = C:\Program Files\Common Files\AR System\Licenses
\ardev\arsystem.lic
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
Language setting and locale
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
the Decimal Math library
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Open shared
catalog
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Create
Mutexes
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Load
encryption shared library
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Load
encryption static functions
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
default configuration information
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
parse environment
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
date time information
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
notification strings
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
RPC queue type strings
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
filter strings
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
escalation strings
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Load system
configuration file
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092
arsCodeSet=UTF-8[65] arDbCodeSet=UTF-8[65]
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
pending lists
Wed Jul 29 2009 18:01:24.7930 Startup TID: 002092 Create cache
read write lock
Wed Jul 29 2009 18:01:24.7930 Startup TID: 002092 Create full
text status read write lock
Wed Jul 29 2009 18:01:24.7930 Startup TID: 002092 Initialize
fork proxy
Wed Jul 29 2009 18:01:24.7930 Startup TID: 002092 Initialize
user cache
Wed Jul 29 2009 18:01:24.7930 Startup TID: 002092 Open log
file
Wed Jul 29 2009 18:01:24.7930 Startup TID: 002092 Initialize
XML parser
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092 Initialize
process communication mechanism
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092 Initialize
thread list
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092 Check
multiple servers
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092 Initialize
dead thread list
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092 Initialize
timed calls
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092
CreateRPCQueue(min=1, max=1, rpc=390600)
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092 Await cache
ready...
Wed Jul 29 2009 18:01:25.2460 Startup TID: 003784 Check
licensing
Wed Jul 29 2009 18:01:25.4180 Startup TID: 003784
InitializeServerCache: LoadInitialSchemaInfo Begin
Wed Jul 29 2009 18:01:25.4180 Startup TID: 003784
InitializeServerCache: PerformPreCachePatchDatabaseUpgrades End



On Jul 28, 5:53 pm, Joe DeSouza joe_rem...@yahoo.com wrote:
 James,

 Did you attempt to startup the server with the startup logs turned on? You 
 will need to add the -t switch to the startup in the armonitor.conf file and 
 restart the server. Add -t just before the -i switch so it should read like:

 InstallDir\arserver.exe -t -i etc etc etc...

 The startup logs that will be then generated in the bin directory of the AR 
 System installation may tell you where the startup crashes.. I am not sure if 
 this is documented on the current releases but this used to be an 
 undocumented feature.

 Remove the -t flag later when you do not require it..

 Having got the startup log you will know at what point the server crashes..

 Cheers

 Joe

 
 From: jham36 jha...@gmail.com
 To: arsl...@arslist.org
 Sent: Tuesday, July 28, 2009 4:23:53 PM
 Subject: Re: Error Starting Server After 7.5 patch 2 upgrade

 We don't use BMC support anymore.  We have US based support now from a BMC 
 partner.
 I am trying to determine if they are better or not.

 On Jul 28, 4:19 pm, patrick zandi remedy...@gmail.com wrote:

 3rd nation support ?

 On Tue, Jul 28, 2009 at 3:31 PM, jham36 jha...@gmail.com wrote:

 That did not seem to work.  The Windows Application log started showing 
 errors about the SQL database not being available.  I do not see these errors 
 when I remove that \

 What happens without the \ is that the server cache builds

Re: Error Starting Server After 7.5 patch 2 upgrade

[jham36]

I am having trouble replying to this post.

On Jul 28, 5:53 pm, Joe DeSouza joe_rem...@yahoo.com wrote:
 James,

 Did you attempt to startup the server with the startup logs turned on? You 
 will need to add the -t switch to the startup in the armonitor.conf file and 
 restart the server. Add -t just before the -i switch so it should read like:

 InstallDir\arserver.exe -t -i etc etc etc...

 The startup logs that will be then generated in the bin directory of the AR 
 System installation may tell you where the startup crashes.. I am not sure if 
 this is documented on the current releases but this used to be an 
 undocumented feature.

 Remove the -t flag later when you do not require it..

 Having got the startup log you will know at what point the server crashes..

 Cheers

 Joe

 
 From: jham36 jha...@gmail.com
 To: arsl...@arslist.org
 Sent: Tuesday, July 28, 2009 4:23:53 PM
 Subject: Re: Error Starting Server After 7.5 patch 2 upgrade

 We don't use BMC support anymore.  We have US based support now from a BMC 
 partner.
 I am trying to determine if they are better or not.

 On Jul 28, 4:19 pm, patrick zandi remedy...@gmail.com wrote:

 3rd nation support ?

 On Tue, Jul 28, 2009 at 3:31 PM, jham36 jha...@gmail.com wrote:

 That did not seem to work.  The Windows Application log started showing 
 errors about the SQL database not being available.  I do not see these errors 
 when I remove that \

 What happens without the \ is that the server cache builds up to about 477 
 MB, then crashes.  The Windows Application log shows:
 Faulting application arserver.exe, version 7.5.0.2, faulting module 
 arserver.exe, version 7.5.0.2, fault address 0x0015cdf0.

 Anyone have any other ideas?  This is just a test server, so I can wipe it 
 out if needed.  I was hoping to find a solution in case we encountered this 
 in production.

 James

 On Jul 28, 2:57 pm, jham36 jha...@gmail.com wrote:

 I don't have the \ at the end of that entry.  I added it in and the server 
 is doing something now.  It is taking much longer to start and normally would 
 have crashed by now.  I did notice that the server cache does not seem to be 
 building up like it usually does.  The arserver.exe process (on Windows) is 
 only using 14 MB of memory.  I will wait and see what happens.

 Thanks,

 James

 On Jul 28, 2:36 pm, LJ Longwing lj.longw...@gmail.com wrote:

 I have come across this before...I forget if it was a lack of \ or a \ where 
 one didn't belong, but my issue resides around (7.1) when running the 
 installer and the path I provide for remedy like I said, either didn't have a 
 \ or had one...I forgetbut my armonitor.cfg is supposed to look like this
 E:\Remedy\AR System\arserver.exe -i E:\Remedy\AR System -l C:\Program 
 Files\Common Files\AR System\Licenses\server -m

 But when I have the problem it looks like this
 E:\Remedy\AR System\arserver.exe -i E:\Remedy\AR System\ -l C:\Program 
 Files\Common Files\AR System\Licenses\server -m

 All I did was get rid of the \ at the end of the -i parameter and it worked 
 fineI consider this a bug in the installer but have never bothered to 
 report it.

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of jham36
 Sent: Tuesday, July 28, 2009 12:27 PM
 To: arsl...@arslist.org
 Subject: Error Starting Server After 7.5 patch 2 upgrade

 Listers,

 I upgraded our test environment from ARS 7.5 patch 1 to 7.5 patch 2 last 
 week.  The installer failed when trying to restart the arserver towards the 
 end of the install.  The only error I can see in the armonitor log file is:
 Failure occurred during execl() (ARERR 33)

 The install log does not show any errors until it fails to restart the server.
 I have verified that the armonitor.cfg file looks correct and even restored a 
 backup copy just to make sure.
 Support has been unable to make any progress on this issue.

 Thanks,

 James

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Re: Error Starting Server After 7.5 patch 2 upgrade

[jham36]

I tried posting the log here, but my post is not posting.  Strange.

James

On Jul 28, 5:53 pm, Joe DeSouza joe_rem...@yahoo.com wrote:
 James,

 Did you attempt to startup the server with the startup logs turned on? You 
 will need to add the -t switch to the startup in the armonitor.conf file and 
 restart the server. Add -t just before the -i switch so it should read like:

 InstallDir\arserver.exe -t -i etc etc etc...

 The startup logs that will be then generated in the bin directory of the AR 
 System installation may tell you where the startup crashes.. I am not sure if 
 this is documented on the current releases but this used to be an 
 undocumented feature.

 Remove the -t flag later when you do not require it..

 Having got the startup log you will know at what point the server crashes..

 Cheers

 Joe

 
 From: jham36 jha...@gmail.com
 To: arsl...@arslist.org
 Sent: Tuesday, July 28, 2009 4:23:53 PM
 Subject: Re: Error Starting Server After 7.5 patch 2 upgrade

 We don't use BMC support anymore.  We have US based support now from a BMC 
 partner.
 I am trying to determine if they are better or not.

 On Jul 28, 4:19 pm, patrick zandi remedy...@gmail.com wrote:

 3rd nation support ?

 On Tue, Jul 28, 2009 at 3:31 PM, jham36 jha...@gmail.com wrote:

 That did not seem to work.  The Windows Application log started showing 
 errors about the SQL database not being available.  I do not see these errors 
 when I remove that \

 What happens without the \ is that the server cache builds up to about 477 
 MB, then crashes.  The Windows Application log shows:
 Faulting application arserver.exe, version 7.5.0.2, faulting module 
 arserver.exe, version 7.5.0.2, fault address 0x0015cdf0.

 Anyone have any other ideas?  This is just a test server, so I can wipe it 
 out if needed.  I was hoping to find a solution in case we encountered this 
 in production.

 James

 On Jul 28, 2:57 pm, jham36 jha...@gmail.com wrote:

 I don't have the \ at the end of that entry.  I added it in and the server 
 is doing something now.  It is taking much longer to start and normally would 
 have crashed by now.  I did notice that the server cache does not seem to be 
 building up like it usually does.  The arserver.exe process (on Windows) is 
 only using 14 MB of memory.  I will wait and see what happens.

 Thanks,

 James

 On Jul 28, 2:36 pm, LJ Longwing lj.longw...@gmail.com wrote:

 I have come across this before...I forget if it was a lack of \ or a \ where 
 one didn't belong, but my issue resides around (7.1) when running the 
 installer and the path I provide for remedy like I said, either didn't have a 
 \ or had one...I forgetbut my armonitor.cfg is supposed to look like this
 E:\Remedy\AR System\arserver.exe -i E:\Remedy\AR System -l C:\Program 
 Files\Common Files\AR System\Licenses\server -m

 But when I have the problem it looks like this
 E:\Remedy\AR System\arserver.exe -i E:\Remedy\AR System\ -l C:\Program 
 Files\Common Files\AR System\Licenses\server -m

 All I did was get rid of the \ at the end of the -i parameter and it worked 
 fineI consider this a bug in the installer but have never bothered to 
 report it.

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of jham36
 Sent: Tuesday, July 28, 2009 12:27 PM
 To: arsl...@arslist.org
 Subject: Error Starting Server After 7.5 patch 2 upgrade

 Listers,

 I upgraded our test environment from ARS 7.5 patch 1 to 7.5 patch 2 last 
 week.  The installer failed when trying to restart the arserver towards the 
 end of the install.  The only error I can see in the armonitor log file is:
 Failure occurred during execl() (ARERR 33)

 The install log does not show any errors until it fails to restart the server.
 I have verified that the armonitor.cfg file looks correct and even restored a 
 backup copy just to make sure.
 Support has been unable to make any progress on this issue.

 Thanks,

 James

 ___
 UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
 Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

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Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Error Starting Server After 7.5 patch 2 upgrade

[jham36]

I created the startup log, but it doesn't seem to point out anything
of use (at least not to me).

Wed Jul 29 2009 18:01:24.7310 Startup TID: 002092 InstallDir =
C:\Program Files\AR System\ardev
Wed Jul 29 2009 18:01:24.7460 Startup TID: 002092 Set up
thread control block with key = 0
Wed Jul 29 2009 18:01:24.7460 Startup TID: 002092 Initialize
thread local storage block
Wed Jul 29 2009 18:01:24.7460 Startup TID: 002092 Initialize
mutiple-byte environment
Wed Jul 29 2009 18:01:24.7460 Startup TID: 002092
LocalLanguage = ENU
Wed Jul 29 2009 18:01:24.7460 Startup TID: 002092 ViewDir = en
Wed Jul 29 2009 18:01:24.7460 Startup TID: 002092 Initialize
License Library
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092
LicenseFilename = C:\Program Files\Common Files\AR System\Licenses
\ardev\arsystem.lic
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
Language setting and locale
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
the Decimal Math library
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Open shared
catalog
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Create
Mutexes
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Load
encryption shared library
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Load
encryption static functions
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
default configuration information
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
parse environment
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
date time information
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
notification strings
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
RPC queue type strings
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
filter strings
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
escalation strings
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Load system
configuration file
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092
arsCodeSet=UTF-8[65] arDbCodeSet=UTF-8[65]
Wed Jul 29 2009 18:01:24.7770 Startup TID: 002092 Initialize
pending lists
Wed Jul 29 2009 18:01:24.7930 Startup TID: 002092 Create cache
read write lock
Wed Jul 29 2009 18:01:24.7930 Startup TID: 002092 Create full
text status read write lock
Wed Jul 29 2009 18:01:24.7930 Startup TID: 002092 Initialize
fork proxy
Wed Jul 29 2009 18:01:24.7930 Startup TID: 002092 Initialize
user cache
Wed Jul 29 2009 18:01:24.7930 Startup TID: 002092 Open log
file
Wed Jul 29 2009 18:01:24.7930 Startup TID: 002092 Initialize
XML parser
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092 Initialize
process communication mechanism
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092 Initialize
thread list
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092 Check
multiple servers
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092 Initialize
dead thread list
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092 Initialize
timed calls
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092
CreateRPCQueue(min=1, max=1, rpc=390600)
Wed Jul 29 2009 18:01:24.8240 Startup TID: 002092 Await cache
ready...
Wed Jul 29 2009 18:01:25.2460 Startup TID: 003784 Check
licensing
Wed Jul 29 2009 18:01:25.4180 Startup TID: 003784
InitializeServerCache: LoadInitialSchemaInfo Begin
Wed Jul 29 2009 18:01:25.4180 Startup TID: 003784
InitializeServerCache: PerformPreCachePatchDatabaseUpgrades End

Thanks,
James

On Jul 28, 5:53 pm, Joe DeSouza joe_rem...@yahoo.com wrote:
 James,

 Did you attempt to startup the server with the startup logs turned on? You 
 will need to add the -t switch to the startup in the armonitor.conf file and 
 restart the server. Add -t just before the -i switch so it should read like:

 InstallDir\arserver.exe -t -i etc etc etc...

 The startup logs that will be then generated in the bin directory of the AR 
 System installation may tell you where the startup crashes.. I am not sure if 
 this is documented on the current releases but this used to be an 
 undocumented feature.

 Remove the -t flag later when you do not require it..

 Having got the startup log you will know at what point the server crashes..

 Cheers

 Joe

 
 From: jham36 jha...@gmail.com
 To: arsl...@arslist.org
 Sent: Tuesday, July 28, 2009 4:23:53 PM
 Subject: Re: Error Starting Server After 7.5 patch 2 upgrade

 We don't use BMC support anymore.  We have US based support now from a BMC 
 partner.
 I am trying to determine if they are better or not.

 On Jul 28, 4:19 pm, patrick zandi remedy...@gmail.com wrote:

 3rd nation support ?

 On Tue, Jul 28, 2009 at 3:31 PM, jham36 jha...@gmail.com wrote:

 That did not seem to work.  The Windows Application log started showing 
 errors about the SQL database not being available.  I do not see these errors 
 when I remove that \

 What happens

Error Starting Server After 7.5 patch 2 upgrade

[jham36]

Listers,

I upgraded our test environment from ARS 7.5 patch 1 to 7.5 patch 2
last week.  The installer failed when trying to restart the arserver
towards the end of the install.  The only error I can see in the
armonitor log file is:

Failure occurred during execl() (ARERR 33)


The install log does not show any errors until it fails to restart the
server.
I have verified that the armonitor.cfg file looks correct and even
restored a backup copy just to make sure.
Support has been unable to make any progress on this issue.

Thanks,
James

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are