Re: Open question to BMC on troubleshooting without the WUT

[patchsk]

We have a midtier hosted under a tomcat not part of the load balancer. So 
users are not routed  to this midtier.
We added all individual arsystem nodes to this midtier.
That way when you login using this midtier or search for forms you see 
links for each arsystem node.
You can open forms  and do queries or submit entries to a specific node 
that you selected(instead of loadbalancer determining it).
Since this midtier is really for admin purpose, you do not need to allocate 
huge cpu or ram.
or you can use or share one of the legacy or less used system to host this 
midtier.







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Re: Software caused connection abort: socket write error

[patchsk]

It seems like the error is the  result of firewall timeout between client 
and midtier.
Please check if there are any firewall issues or network packet drops.

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Re: Remedy Support Team Hierarchy

[patchsk]

These things change based on the the volume of customer base and how 
critical the app is for the organization.
I have noticed the following roles  in several clients I worked with.

Director,Manager -- Usually does not have any idea of Remedy from technical 
standpoint. 
Just knows high level about the business 
units and customer base using remedy apps.
Usually shared across multiple apps, teams 
and technologies and mostly for budget and timeoff approvals.
 Lucky if you get a manager who can code in 
Remedy. 

Lead -- Usually dedicated to Remedy but have seen shared across different 
apps and technical stacks as well.
May or may not be able to code, but can understand and fill the 
dots when you discuss about remedy related issues.
 Times this role might not exist as well.

Sr Developer, Admin -- Multiple resources dedicated for Remedy development 
only. Some might be contractors.

BSA/Project manager -- Usually have no idea about Remedy from technical 
side.  Just understand the GUI and functional side data flows.
   But very closely work with dev team 
to address user concerns,enhancements and communication.
  Times this role might be replaced 
with junior dev/admin in the dev team.



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Re: Without using "/arsys" how to point the remedy login page.

[patchsk]

There are multiple ways you can do it.
The way we do it is create an index.html page under tomcat ROOT folder with 
the following


  

  
  
  



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Re: Port and Queue Server Admin Display issue in MT

[patchsk]

I have seen the similar issue. Any time you make changes and commit in 
Admin Console in midtier it is actually deleting all the threads in ar.conf
And the server will end up running the default admin thread upon next 
restart.

It has been fixed in the 8.1SP1.
If you are not interested in upgrading,  the fix is very simple.
Just change an ActiveLink SetField fields into different setfield actions.
*ActiveLink name -- AR System Administration: Server Ports - Parse1* 

Follow the discussion below.
https://communities.bmc.com/thread/96989




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Re: Row-Level Security on HPD:Help Desk

[patchsk]

Multitenancy is for security in a shared environment between different 
companies or different business units with in the same company.

You might want to check if you can use this feature if your ITSM env is 
multitenant enabled?



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Re: Atrium Integrator & Pentaho/Spoon Engine

[patchsk]

See if this helps.
The engine behind the Atrium Integrator that actually runs the jobs 
remotely is called Carte server. It is a component of Pentaho Suite you use 
to run jobs remotely.
While installing Atrium Integrator, Carte also gets installed on each node. 
At the run time Atrium Integrator sends the job to Carte and Carte executes 
them.
Carte is an apache web server listening on default port 2.
While the job is running in the AI Console you can see a status button, 
when you click the button, it actually launches the Carte url. 
>From there also you can control the job runs.(Stop,Restart etc..)
Coming to AI jobs controlling in a Server Group, while scheduling the job 
in the AI Console you can select which carte Server(each ARServer will have 
one Carte server installed) this job should be associated with. You can 
have one instance of job run in only one node. You cannot loadbalance or 
concurrently run the same job run instance across  multiple ARS nodes.

Probably you might have to kill the AI Plugin or restart Carte Web Server 
or restart ARS itself depending on the kind of issue you are seeing. 


You can find more details here:
https://docs.bmc.com/docs/display/public/ac81/Atrium+Integrator+in+a+server+group+environment


>

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Re: FW: Question about what it takes to configure and maintain ITSM(real world)

[patchsk]

>
> Seems like my earlier reply went to black hole.
>
> Since you have Incident already ironed out, most of the foundation data is 
> shared across the modules.
> Assuming you intend to use the system as is without much customizations.
> I would say after the implementation you need
> --One FTE for 
> Incident,Problem,Change,Tasks,Installs,Patching,PerfTuning,SSO etc..
> --One FTE for Asset,CMDB,ADDM.
> --One junior/shared resource to handle day to day user queries/people 
> profiles and other data related tasks.
>
> During implementation depending on your project timelines you might have 
> to add in one or two temp resource for Asset,CMDB,ADDM.
> These are the only modules that are labor intensive as there are more 
> moving parts and the tool will always have some kind of 
> issues,crashes,bugs,surprises and you always need to hack around.
>
>

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Re: Multi-server configuration question

[patchsk]

I think you could hard code your hosts file and add IPName parameter to 
ar.conf with other server names and/or VIP name.
You might get it to work this way some how but it is prone to more 
surprises down the line.
If you do not configure server group then when you make code changes in one 
server, you need to manually send signal to other nodes to recache 
definition or you need to write workflow for that.
I think you can achieve the way you want to control the traffic still using 
a Server group.
Just do not add one node in the server group to load balancer routing rules 
and use it for what ever processes you want.


On Tuesday, February 25, 2014 11:33:38 AM UTC-8, L G Robinson wrote:
>
> ** 
> Hi Folks,
>
> I am trying to add a second server to my ARS system. I am not configuring 
> these two servers into a server group. I want to control which traffic goes 
> to which server. My ultimate configuration will be:
>
> Server1: Windows clients, Admin, email, utility scripts, some Mid-tier 
> traffic
> Server2: The rest of my Mid-tier traffic
>
> Both servers are running 7.6.04 SP3 201201302357 on Solaris. I was able to 
> bring Server2 up with no conflicts or complains from Server1. And I was 
> able to get one of my Tomcat servers to connect to Server2 successfully.
>
> The first problem that we encountered has to do with saved searches. When 
> a user connects to the Tomcat server that connects to Server2, none of 
> their saved searches appear. We took a look at the entries in the "AR 
> System Searches Preference" form and saw that there is a field (Server) 
> containing the server short-name. If we change the Server field value for a 
> single entry so that it contains the short name of Server2, then that saved 
> search appears in Server2-Tomcat-Mid-tier but disappears from 
> Server1-Tomcat-Mid-tier.
>
> I am hoping that there is a way to configure things so that regardless of 
> which ARS server the user gets connected to (Server1 or Server2), they will 
> still get their saved searches.
>
> I have messed around with various combinations of:
>
> IP-Name:
> Server-Name:
> Server-Connect-Name:
>
> but I have not hit upon the correct combination. Does anyone know if this 
> is possible and if so, how to achieve this?
>
> Thanks.
> Larry
>
> ARS: 7.6.04 SP3 201201302357 on Solaris 10 on Oracle
> Mid-Tier Version: 8.1.00_201402031033_Hotfix on...
> Tomcat: 7.0.47 with ...
> Java: 1.7.0_05-b06
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: Opening SRM to accept variables from external applications

[patchsk]

Sorry my reply does not help you anyway but it relates to this context.
Seems like BMC is taking simple and faster approach of moving away from 
native remedy where ever it needs flexibility/ease instead of improving the 
arsystem platform to align with ongoing gui/workflow demands
More and more remedy is just being used as a database to just store meta 
data for the plugins..
Most of the new gui related stuff coming to remedy are  all as black boxes 
like java plugins, dvf, flash plugins, report plugins. 
It seems like there is a plugin for everything in remedy now a days.

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Re: Why does the ARS Service take so long to start?

[patchsk]

The fastest I have seen are
30 sec restart time for a non-ITSM ARS instance including server group.
3.5 min restart for a full ITSM instance including server group.
Everytime I see longer restart times it is due to 
bad network card config,non-full duplex connection,ars and db are not on 
same subnet, firewall in between ars and db,view forms with dblinks to 
remote dbs.


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Re: Emails in diffrent languages

[patchsk]

You should be able to do as long as you have UTF8 support at OS and DB 
level based on what kind of languages you want to support.
No need to install special language packs.
Currently we are sending emails from Remedy in 8 to 9 different languages. 
English, Chinese, Japanese and a few European languages

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Re: Why do service requests require a Login ID?

[patchsk]

Hmm upon further review it seems like you actually do not need a login to 
use SRM. All you need is just a person record. 
And there is no license control at the system level, only paper licenses. 
In that case no idea why would a loginID be required for SR creation from 
Incident.



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Re: Why do service requests require a Login ID?

[patchsk]

My two cents from what I can remember:
SR itself is not a ticket by itself, it will always have a backend 
WO,Incident as a fulfillment record.
The main purpose of having SR created is for a customer to actually use 
selfservice(SRM) portal to Get updates/send updates etc...which will reduce 
the call volume.
Incase if a user does not have a loginID then he cannot login to SRM so 
there is no need to have an SR created for that specific request as the 
backend fullfilment records (WO/Incidents) are already created.
And the reason to have a loginID to login to SRM is to apply the license 
controls as you need to buy a set of SRM user licenses for allowing users 
to  access SRM portal. 



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Re: Upgrade from 7.6.4 to 8.1

[patchsk]

Some information related to order of installation.
https://docs.bmc.com/docs/display/public/ars81/Installing+the+next+AR+System+server+in+the+server+group

On Tuesday, January 14, 2014 9:49:22 AM UTC-8, Sanford, Claire wrote:
>
> ** 
>  
> If all I want to do is upgrade ARS and SRM from 7.6.4 to 8.X, does anyone 
> have anything that is  step by step on how it should be done.  In the 
> order it should be done.
>
>  
>
> The most frustrating thing is the install of ITSM, you have to install 
> everything in a specific order and BMC didn’t provide the order list until 
> someone on the list created it.
>
>  
>
> You would think that since BMC makes this so freaking complicated now they 
> would give us better instructions.  
>
>  
>
>  
>
>  
>
> ITSM 7.6.04 SP2
>
> ARS 7.6.04 SP4
>
> Oracle 11.2.0.3.0 - 64bit Production
>
> Win 2008 Server
>
>  
>
> Claire Sanford 
>
> Information Systems Division 
>
> Memorial Hermann Healthcare System
>
> claire@memorialhermann.org  
>
>  
>
>  
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> ars...@arslist.org ] *On Behalf Of *Pierson, Shawn
> *Sent:* Tuesday, January 14, 2014 6:41 AM
> *To:* ars...@arslist.org 
> *Subject:* Re: Upgrade from 7.6.4 to 8.1
>
>  
>
> ** 
>
> Just to add my $0.02, we’re close to moving to 8.1 in production, although 
> we’re past the technical team testing phase and about to go to UAT.  We did 
> already get to 8.1 ARS in Production with ITSM 7.6.4 with no new problems 
> so I can vouch for that as well.  
>
>  
>
> There seem to be a few really good “new” features that come with 8.1 (as 
> opposed to 7.6.4, we bypassed 8.0), such as the new SRM, restoring the 
> Categorization tabs, the rules based email engine, the automatic screen 
> refreshes on Change Management when you go to a new phase, etc.  Several of 
> the same old bugs are still around though.  Global Search is still 50% 
> useless, the Mid Tier crashes Tomcat as frequently as it had before, and 
> you still have to have your users clear their browser cache as often as 
> Windows ME users have to reboot their PCs.
>
>  
>
> Despite not fixing many defects, some of the new features make it worth 
> upgrading just to have in place since the users are already used to 
> Remedy’s quirks.
>
>  
>
> Thanks,
>
>  
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>  
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:...@ARSLIST.ORG ] *On Behalf Of *Kathy Morris
> *Sent:* Wednesday, January 08, 2014 10:52 AM
> *To:* ars...@arslist.org 
> *Subject:* Upgrade from 7.6.4 to 8.1
>
>  
>
> ** 
>
> Hi,
>
>  
>
> We are planning the upgrade from 7.6.4 to 8.1.  Wondering what others have 
> experienced with a 7.6.4 to 8x upgrade.  Our company feels this upgrade is 
> going to be “very difficult.” We have never archived any data.  There were 
> over 100 hotfixes applied to 7.6.4.  Besides the release notes, is there 
> any documentation to help with this painful process J Are there any 
> gotchas? Recommendations?
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> Private and confidential as detailed 
> here. 
> If you cannot access hyperlink, please e-mail sender. 
>
> _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: Upgrade from 7.6.4 to 8.1

[patchsk]

Same here. We actually finished our QA and about to start UAT on our 
upgrade from version 8.0 to 8.1p002.
Found a few timezone related issues which we are working with BMC to 
resolve.
Our users are global with some areas of the application using site local 
times.
For us timezone is very important, other than that  we did not see any 
stability issues so far.
Our current production version 8.0 was also very stable. It has been in 
production for more than an year.
We are on linux6.x and Oracle11. So far seems to be stable.

On Friday, January 10, 2014 2:26:09 PM UTC-8, Jason Miller wrote:
>
> ** 
> That is interesting.  My understanding and from what I have seen 8.1 has 
> been very solid.  We are upgrading from 8.0 to 8.1 next month so we'll find 
> out (although still only using SRM, WO and CM at this time).
>
> Jason
>
>
> On Fri, Jan 10, 2014 at 7:54 AM, Jim Coryat (jcoryat) 
> 
> > wrote:
>
>> ** 
>>  
>> Kathy,
>>
>> Was there a reason you are electing to go to version 8.1?  We have found 
>> that 8.1 was not a very good release of Remedy for BMC.  We have 
>> encountered various defects that have caused stability issues with the 
>> arserver.exe process.  We also encountered issues with the mid-tier and the 
>> use of a reverse proxy as well as iE 10 incompatibility.  In contrast, 8.0 
>> was much more stable in our experience.  If you still intend on 8.1, be 
>> sure you get the latest patch applied and read everything there is to know 
>> about that release. 
>>
>>  
>>
>> Jim Coryat
>>
>> x34655
>>
>>  
>>
>> *From:* Gadgil, Abhijeet [mailto:abhijee...@bmc.com ] 
>> *Sent:* Thursday, January 09, 2014 7:55 AM
>> *Subject:* Re: Upgrade from 7.6.4 to 8.1
>>
>>  
>>
>> ** 
>>
>> Pl go through webinar below as a start:
>>
>>
>> https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2013/08/07/upgrading-to-bmc-remedy-81-things-that-you-really-need-to-know
>>
>>  
>>
>> Abhijeet
>>
>> The opinions, statements, and/or suggested courses of action expressed in 
>> this E-mail do not necessarily reflect those of BMC Software, Inc.  
>>
>>  
>>
>>  
>>
>> *From:* Action Request System discussion list(ARSList) [
>> mailto:...@ARSLIST.ORG ] *On Behalf Of *Kathy Morris
>> *Sent:* 08 January 2014 22:22
>> *To:* ars...@arslist.org 
>> *Subject:* Upgrade from 7.6.4 to 8.1
>>
>>  
>>
>> ** 
>>
>> Hi,
>>
>>  
>>
>> We are planning the upgrade from 7.6.4 to 8.1.  Wondering what others 
>> have experienced with a 7.6.4 to 8x upgrade.  Our company feels this 
>> upgrade is going to be “very difficult.” We have never archived any data.  
>> There were over 100 hotfixes applied to 7.6.4.  Besides the release notes, 
>> is there any documentation to help with this painful process J Are there 
>> any gotchas? Recommendations?
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: 8.1 SP2 == JAVA question

[patchsk]

Not same OS and java version.
We are on Linux 6.x, ARS8.1p002, Oracle 11g and is working fine with 
 jdk1.7.0_25.

On Wednesday, November 27, 2013 8:19:04 AM UTC-8, patrick zandi wrote:
>
> ** 
> Hey'a all
> ENV:Solaris 10, Oracle 11.2.0.3
>
> If I run the arsystem on the JAVA 1.5.0_51 and JAVA 1.6.0_43 version all 
> works great
> If I attempt to use the JAVA 1.7.0_45 -- it fails horribly.. 
> with the Errors below : contacted BMC they said it is not compatible with 
> 1.7 .. 
>
> YET:: my ars 7.1 P11  will run on 1.7.0_45, and 1.6.0_43, and 1.5.0_51 
>
> Almost seems like we are going backward... 
>
> 1.6.0_ > 43 is paid support now
> 1.5.0_ >51 is paid support now
> --- so you have to have Extended support to get the 8.1 system working to 
> Oracle.
>
> Is this a Gimmick?   Seems very odd that the latest will not run with the 
> 1.7
> 1.8 is almost released and is in RC4 I think... 
>
>  --- ERRORS__
>
> more arjavaplugin-stderr-2013-11-26.log
>
> log4j:ERROR No output stream or file set for the appender named [null].
>
> java.lang.UnsatisfiedLinkError: /u01/app/bin/libarapsignal81_build001.so: 
> ld.so.1: java: fatal: libjsig.so: open failed: No such file or directory
>
> at java.lang.ClassLoader$NativeLibrary.load(Native Method)
>
> at java.lang.ClassLoader.loadLibrary0(ClassLoader.java:1928)
>
> at java.lang.ClassLoader.loadLibrary(ClassLoader.java:1854)
>
> at java.lang.Runtime.loadLibrary0(Runtime.java:845)
>
> at java.lang.System.loadLibrary(System.java:1084)
>
> at com.bmc.arsys.common.NativeLibraryLoader.load(Unknown Source)
>
> at com.bmc.arsys.common.JNISignalHandler.loadLibrary(Unknown 
> Source)
>
> at 
> com.bmc.arsys.approval.main.ApprovalMainThread.initializeHandler(Unknown 
> Source)
>
> at 
> com.bmc.arsys.approval.main.ApprovalMainThread.initialize(Unknown Source)
>
> at com.bmc.arsys.approval.main.ApprovalMainThread.run(Unknown 
> Source)
>
> at java.lang.Thread.run(Thread.java:722)
>
> Exception in thread "Main" java.lang.UnsatisfiedLinkError: 
> com.bmc.arsys.common.JNISignalHandler.initialize(I[[Ljava/lang/String;Z)I
>
> at com.bmc.arsys.common.JNISignalHandler.initialize(Native Method)
>
> at 
> com.bmc.arsys.approval.main.ApprovalMainThread.initializeHandler(Unknown 
> Source)
>
> at 
> com.bmc.arsys.approval.main.ApprovalMainThread.initialize(Unknown Source)
>
> at com.bmc.arsys.approval.main.ApprovalMainThread.run(Unknown 
> Source)
>
> at java.lang.Thread.run(Thread.java:722)
>
> log4j:ERROR No output stream or file set for the appender named [null].
>
>
> -- 
> Patrick Zandi 
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Can we use AROutput instead of CMDBOuput step to load data into CMDB?

[patchsk]

All the CMDB forms are inherently remedy forms with multiple joins.

If we are loading CIs into CMDB through Atrium Integrator, can we load data 
 using AROutput with associated remedy join form instead of CMDBOutput step 
with CI Class name.

(Ex: Use BMC_Core_BMC_ComputerSystem remedy form in AROuput instead of 
using CI class BMC_ComputerSystem in CMDBOuput)

At a high level this seems to be very straight forward, but just want to 
check with the forum if there are any draw backs on doing this that we did 
not see coming.

 

The reason why we want to try this approach is we are seeing CMDBOutput 
step throughput is very slow (6 CIs per sec at the max), where as

AROuput is better(A few hundred records per sec)

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Re: Change Management

[patchsk]

In my current and previous organizations BSAs submit the CRQs, schedule the 
timeslots and get the approvals working in close coordination with main dev 
team handling the majority of the change.
They create tasks for respective dev teams, and then developers update the 
tasks with the corresponding details.
They  as well as dev teams will be present in the CRB meetings to discuss 
details with greater teams to get the approval from Change Manager.
So BSAs work as change coordinators in this case.

Expecting endusers to work with remedy ITSM is a great ask. unless your 
users are very ITSM and tech savvy.
It is a big hassle to even for remedy admins to work with Change Request 
screens  and navigate them through proper life cycle.




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Re: SAML

[patchsk]

We recently started beta testing AtriumSSO in our dev environment.
Ping federate is our SSO provider. So it is like integration of  AtriumSSO 
with PingFederate on SAMLV2 protocol.
Finally with the help of BMC support we successfully have it running in our 
dev env.
We got very lucky as the second/third level support tech from BMC helping 
us was very hands-on and he found some issues communicating with 
PingFederate(though SAMLV2) like some tags that PingFederate expecting was 
not there, so he quickly does some coding and provided us a hotfix. 
If you are doing this for the first time, by yourself without anyone 
helping you with very limited understanding of SAML, just by following the 
steps in the manual
 then be prepared to spend atleast couple of days or more  to work it out 
end to end.
Go with the latest AtriumSSO version/patch(irrespective of ARS version).
Check with BMC if they have any internal manuals/guides on the specific SSO 
vendor you will be integrating with.



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OT:[JOB] Immediate opening for a contract position for a pentaho PDI(Kettel/Spoon) expert to design and create data load jobs into BMC Atrium CMDB in Sunnyvale,CA

[patchsk]

We have an immediate opening for a short term(6 month) contract position in 
Sunnyvale,CA. 
This is an onsite position but will consider limited remote working for a 
suitable candidate as needed.
Ideally we wanted some one with AtriumCMDB expertise as well, but we are 
open to train the right person on Atrium CMDB.
We need some one strong with Pentaho and plsql.

Please send me a private message with your resume, if you are interested or 
want to know more details.



Summary: Looking for a strong Pentaho PDI guru to help our team meet our 
project objectives and milestones.
We have two resources with intermediate level expertise and looking for a 
new resource to enhance our team with 
strong expert level PDI technical design and leadership skills.


Skills:


1. Senior level expertise in designing and troubleshooting pentaho data 
integration(kettle) jobs,transformations,steps.
2. Strong expertise in writing plsql scripts,functions,stored procedures, 
complex sql queries, plsql analytical functions, hierarchical, parent-child 
queries.
3. Expert in design and development of jobs to capture CDC(Change Data 
Capture) from source systems.
4. Strong expertise in administration,install,configure,clustering,load 
balance related components of Kettel,Carte jobs for a high available 
environment.
5. Expertise in java scripts,unix shell scripts to support custom functions 
or steps.
6. Expert in designing and setting up exception handling and performance 
tuning of jobs.
7. Provide guidance,training, share knowledge with other team members on 
Pentaho related development and troubleshooting.
8. Willingness to work with offshore team members during off hours.
9. Expertise in pentaho job scheduling.
10.Ability to work under tight timelines and project milestones.

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Create/update CIs are very slow using CMDB Output step and cmdb java api as well

[patchsk]

Brand new Remedy,CMDB installation all with verison 8.1.

All VMs are on Linux 6.x with 8GB ram, 4 CPU, Oracle 11g with 16GB RAM, 
Java 1.7_25

We have several CMDB java apis and spoon jobs as well that create/update 
CIs.

To base line we disabled inline/batch normalization and reconciliation.

We are seeing the CMDBOuput step is very slow like we are able to 
create/update 10 CIs per second even with bulk update,cache options.

We ran our CMDB java apis and they are also very slow with similar 
throughput.


We tested AROuput step  and we saw around 350 rows per second into a local 
remedy form on the same server

So it seems the ARS,DB,OS,Network have no latency issues.


During the API/SQL logs we noticed that all CMDB calls are going through 
RPC:390696.

And in thread logs noticed 390696 private queue has only one thread 
initiated.

So the slowness could be related to single thread for all CMDB apis.


We went to ar.conf settings and added min:4 max:10 for RPC 390696 and 
restarted ARS. Still we see only one thread initiated for RPC 390696.

Is this as designed to have single thread for all CMDB api calls or 
something is not correct in our env?

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Re: CIs in two different datasets, creating relationships and reconciling into Asset dataset

[patchsk]

We ran a few tests.
Using the spoon  or Asset UI we were able to create relationship instances 
between CIs belonging to different datasets.(So the client is not 
restricting it)
However when trying to do reconciliation the identification is failing 
saying the Destination CI  is not found in the source dataset.
So seems like as others suggested the only way to push these to Asset 
dataset is either through multistage recon jobs and create relationships 
after merging CIs into a common dataset.

On Friday, August 16, 2013 12:59:46 PM UTC-7, Peter Romain wrote:
>
> There is no problem creating relationships between CIs in different 
> datasets. 
>
> The relationship itself is, of course, in one dataset and a recon job for 
> that dataset will process it. 
>
>
> -Original Message- 
> From: Action Request System discussion list(ARSList) 
> [mailto:ars...@arslist.org ] On Behalf Of pritch 
> Sent: 16 August 2013 20:11 
> To: ars...@arslist.org  
> Subject: Re: CIs in two different datasets, creating relationships and 
> reconciling into Asset dataset 
>
> At least not out of the box. 
>
> - Original Message - 
> From: "Roger Justice" > 
> To: ars...@arslist.org  
> Sent: Friday, August 16, 2013 3:04:08 PM 
> Subject: Re: CIs in two different datasets, creating relationships and 
> reconciling into Asset dataset 
>
> ** You cannot do relationships across Datasets, each one is unique. 
>
>
>
> -Original Message- 
> From: patchsk > 
> To: arslist > 
> Sent: Fri, Aug 16, 2013 2:25 pm 
> Subject: Re: CIs in two different datasets, creating relationships and 
> reconciling into Asset dataset 
>
>
> ** 
>
> This works if IPAddress is an attribute of ComputerSystem.(1-1) 
>
> But if it is 1-Many then  I need to create a relationship CIs between 
> ComputerSystem and IPAddress. 
> Note:I am using ComputerSystem, IP Address scenario as a hypothetical 
> example.  
>
> ComputerSystem is in DataSet A, and IP Address is in DataSet B. 
> So as Tauf suggested we can copy the data from A and B into another 
> staging 
> dataset C and create relationships there and push them to production. 
> But I am trying to  see if we can avoid having another staging DataSet 
>  and 
> if we can create relationships from different datasets directly and push 
> them to ASSET. 
>
>
> _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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> Are, and have been for 20 years" 
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Re: Has anyone installed 8.1.00.001 yet (8.1 patch 1)? - RESOLVED

[patchsk]

I am seeing the same behavior for devstudio upgrade.
The upgrade installer could not the path where the  devstudio is installed 
on my PC and erred No features are selected to Install.
Do not know how to tell the installer where to find devstudio location.
Went ahead with file replace.


On Wednesday, August 14, 2013 3:06:06 PM UTC-7, Thad Esser wrote:
>
> ** 
> LJ hit the nail on the head with this one.  Once we cleared out the temp 
> folder, the install ran correctly.  When I suggested that maybe they should 
> delete those files as part of the install (before or after), support said 
> that the temp files should be cleared when the server reboots.  For us, 
> that doesn't appear to be the case (looked at other servers that had an 
> installation a long time ago, and we have weekly reboots).
>
> As far as the Dev Studio install on my PC, we couldn't figure that one out 
> and ended up just doing a file-replace.
>
> Thanks everyone for the suggestions and guidance.
>
> Thad
>
>
> On Wed, Aug 14, 2013 at 1:22 PM, Carl Wilson 
> > wrote:
>
>> ** 
>>
>> Hi,
>>
>> I have encountered a similar issue with patching and having the 7.6.04 
>> User Tool installed on the server you are patching, the User Tool updated 
>> the XML and the patch files would not run for 8.0 due to the 7.6.04 
>> reference being present in the same XML - so seems like this issue is 
>> somewhat still present.
>>
>> ** **
>> --
>>
>>  
>>
>> Kind Regards,
>>
>>  
>>
>> *Carl Wilson*
>>
>>  
>>
>> http://www.missingpiecessoftware.com/
>>
>> ** **
>>
>> ** **
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> ars...@arslist.org ] *On Behalf Of *Longwing, Lj
>> *Sent:* 14 August 2013 17:57
>>
>> *To:* ars...@arslist.org 
>> *Subject:* Re: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?
>>
>> ** **
>>
>> ** 
>>
>> Thad,
>>
>> After an extensive call with support (still ongoing in one environment), 
>> it picks the installed components automatically out of any xml files it 
>> encounters...but the problem is that it may pick the 'wrong' fileso, my 
>> recommendation for you would be to find all of the 
>> *InstalledConfiguration.xml files and rename those that you don't want the 
>> patch installer touching...and go through the ones you leave in place and 
>> make sure that everything is working 'as designed' in that file before 
>> trying the install again.
>>
>> ** **
>>
>> On Wed, Aug 14, 2013 at 10:50 AM, Thad Esser 
>> > 
>> wrote:
>>
>> ** 
>>
>> Laurent,
>>
>> ** **
>>
>> When I run the installer on the server, there is maybe 4 screens to click 
>> "Next" through (welcome, agree to terms, etc) but none that let me select 
>> any options.  Which doesn't bother me so much as I know BMC is trying to 
>> make their installs less needy, but then on the installation review screen, 
>> the only thing that it says its going to install is Developer Studio. 
>>  There is no on-screen acknowledgement that any AR Server components will 
>> be installed.  On the advisement of support, I went ahead and clicked 
>> install with the hopes that the server stuff would be installed anyway. 
>>  The installer reports success and I now have Dev studio on my server 
>> (wasn't the goal), but no indication that the AR server itself is at patch 
>> 1 (looked at server configuration, share:application properties, and the 
>> "installed configuration" in the maintenance tool).
>>
>> ** **
>>
>> To add to the oddness, when I run the installer on my PC with the intent 
>> of bringing Dev Studio up to patch 1, I get an error "No features are 
>> selected to install".  Of course, it never gave me a window to select any 
>> options.
>>
>> ** **
>>
>> Anyway, it sounds like there is an issue with my environment, as you guys 
>> aren't having the same issues.
>>
>> ** **
>>
>> Thanks for helping me check.
>>
>> Thad
>>
>> ** **
>>
>> On Wed, Aug 14, 2013 at 12:26 AM, laurent matheo > 
>> wrote:
>>
>> ** 
>>
>> Hi,
>>
>> Went ok for me this morning. I didn't need to launch the installer as 
>> administrator (though for 8.0 patch xxx I had to, but it was a different 
>> environment).
>>
>> What kind of error do you have?
>>
>>
>> On 14 Aug, 2013,at 03:04 AM, Thad Esser > 
>> wrote:
>>
>> **
>>
>> Hi,
>>
>> ** **
>>
>> Can someone let me know if you have successfully downloaded and installed 
>> ARS 8.1 patch 1 for a Windows environment?  The file I'm getting out of the 
>> EPD doesn't appear to have everything, and the installer is misbehaving 
>> when I try to install what is in the file.  I have an open support ticket 
>> with BMC, but there isn't much headway being made so I'm hoping to at least 
>> level-set that the EPD file is good (or not).
>>
>> ** **
>>
>> Thanks,
>>
>> Thad
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and ha

Re: CIs in two different datasets, creating relationships and reconciling into Asset dataset

[patchsk]

This works if IPAddress is an attribute of ComputerSystem.(1-1)
But if it is 1-Many then  I need to create a relationship CIs between 
ComputerSystem and IPAddress.
Note:I am using ComputerSystem, IP Address scenario as a hypothetical 
example. 
ComputerSystem is in DataSet A, and IP Address is in DataSet B.
So as Tauf suggested we can copy the data from A and B into another staging 
dataset C and create relationships there and push them to production.
But I am trying to  see if we can avoid having another staging DataSet  and 
if we can create relationships from different datasets directly and push 
them to ASSET.



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Re: CIs in two different datasets, creating relationships and reconciling into Asset dataset

[patchsk]

Ok, this is one way of doing it. 
I was trying to avoid this method  if possible to prevent from 
reduplicating the data again into datasetC which will eventually impact the 
BMC_BaseElement query performance if the CI count is huge.
Else instead of having two datasets A,B , I could directly bring the data 
from both the sources into dataset A, that way I can prevent recopying into 
another dataset.


On Friday, August 16, 2013 10:27:23 AM UTC-7, Tauf wrote:
>
> Easiest way to think about relationships is to think about them as CI's 
> also. 
> The cleanest thing for you to do would be to push the data from 
> Dataset A and B into a new Dataset C. From there, create your 
> relationships and then reconcile it into your prod Dataset. 
>
> Sent from my iPhone 
>
> On Aug 16, 2013, at 1:22 PM, patchsk > 
> wrote: 
>
> > ** 
> > I have data coming from two different data sources for different CI 
> Types. 
> > (Ex: Computersystems in DataSet A, 
> >IPAddresses in DataSetB). 
> > So I need to create relationships between them and eventually reconcile 
> them into production dataset. 
> > 
> > No issues with CIs because they can be in different datasets and we can 
> have different reconciliation jobs to push them to production dataset. 
> > How to handle relationships in this case. Is it allowed to 
> > a) Create relationships between CIs in different datasets. 
> > b) Does reconciliation engine/jobs support reconciling  relationships of 
> CIs belonging  to different datasets? 
> > _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
> ___
>  
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> "Where the Answers Are, and have been for 20 years" 
>

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CIs in two different datasets, creating relationships and reconciling into Asset dataset

[patchsk]

I have data coming from two different data sources for different CI Types.
(Ex: Computersystems in DataSet A,
   IPAddresses in DataSetB).
So I need to create relationships between them and eventually reconcile 
them into production dataset.

No issues with CIs because they can be in different datasets and we can 
have different reconciliation jobs to push them to production dataset.
How to handle relationships in this case. Is it allowed to 
a) Create relationships between CIs in different datasets.
b) Does reconciliation engine/jobs support reconciling  relationships of 
CIs belonging  to different datasets?

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Re: How to test preference server option which is in AR server configuration?

[patchsk]

User Preferences, recent searches etc... are stored at the database level 
 and every arserver has access to it. 
Also in  a load balanced environment usually all the user connected servers 
will have same ar.conf settings.
 I always thought it is better to use Use this server option in a load 
balanced server group environment so that every server that users connect 
to becomes itself as a preference server for that session.
May be if there are any server specific user preference settings or ar.conf 
settings then using a a common server as preference server makes sense. 


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Re: Lost view in Database of T852

[patchsk]

I think this is true only  for DB2 and  older versions of oralce, sqlserver 
databases.
For newer versions of oracle and sqlserver the system uses direct alter 
table commands. It does not copy the entire table anymore.


On Thursday, June 20, 2013 3:47:28 PM UTC-7, Joe D'Souza wrote:
>
> ** 
>  
> Its probably happened when there was a timeout when you were updating a 
> table after adding or dropping a field. When the table restructures the Tn 
> table gets copied to a new table TnA with the new table structure, copies 
> the contents of Tn to TnA, and then drops Tn and renames TnA to Tn. 
> Something in between might have failed and you probably now have a table 
> called T885A in your database.
>
>  
>
> Joe 
>
>  
>  --
>  
> *From:* Action Request System discussion list(ARSList) [mailto:
> ars...@arslist.org ] *On Behalf Of *Longwing, Lj
> *Sent:* Thursday, June 20, 2013 3:52 PM
> *To:* ars...@arslist.org 
> *Subject:* Re: Lost view in Database of T852
>  
>  
>
> ** And turn on sql logging while saving the form will tell you what the 
> create statement is doing and hopefully give you a better idea as to why 
> the errors are occurring
>
> On Thursday, June 20, 2013, Eamonn O'Riordan > 
> wrote:
> > I seem to have lost a view in the database.
> >
> > The error message I'm getting is
> >
> > ARERR [552] Failure during SQL operation to the database : Could nand 
> turnot use view or function 'T885' because of binding errors. (SQL Server 
> 4413)Invalid object name 'T852'. (SQL Server 208)
> >
> > This happened before about 5 years ago and the solution was to save the 
> form again which rebuilt the view. Unfortunately, since 5 years ago, 
> auditors have restricted the visibility of the database and I can't figure 
> out which forms relate to T852 and T885. Anybody able to offer a 
> suggestion? Thanks Eamonn
> >
> > 
> ___
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> > "Where the Answers Are, and have been for 20 years"
> > _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>  _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: Strange create date behavior

[patchsk]

Not sure about IncidentID but for RequestID I think it is due to Next 
Request ID block size.
This is my understanding that 
the blocks are allocated at the server level or the thread level and stored 
in memory.
So depending upon which thread/server gets the api call to create entry, a 
requestID from the corresponding block will be used causing out of synch 
with db times.

On Monday, June 17, 2013 12:57:28 PM UTC-7, Remedy_Mark wrote:
>
> ** 
>  
> HI All,
>
>  
>
> I have two ARS server in a server group and one database server. I have 
> incidents being created from a web service and an email template. Both 
> types of requests are processed through the IncidentInterface_Create form. 
>  The Incident Number and the Entry ID are sequences in the same order but 
> the Submit Date is not as shown below. There were about 120 incidents 
> created in a span of two minutes and I wouldn’t think it would matter. Only 
> thing I could think my be the cause is the time on the two AR Servers are 
> not in sync.  Has anyone seen this before?
>
>  
>
> Incident #INC00017563, db record id INC00015438  Create Date 
> 6/17/2013 1:30PM
>
> Incident #INC00017771, db record id INC00015557  Create Date 
> 6/17/2013 1:28PMl
>
>  
>
> ARS 7.6.04 SP3
>
> Oracle 11.
>
>  
>
> 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
>
> [image: email-Logo-031813]
>
>  
>  
> --
> This E-mail and any of its attachments may contain Time Warner Cable 
> proprietary information, which is privileged, confidential, or subject to 
> copyright belonging to Time Warner Cable. This E-mail is intended solely 
> for the use of the individual or entity to which it is addressed. If you 
> are not the intended recipient of this E-mail, you are hereby notified that 
> any dissemination, distribution, copying, or action taken in relation to 
> the contents of and attachments to this E-mail is strictly prohibited and 
> may be unlawful. If you have received this E-mail in error, please notify 
> the sender immediately and permanently delete the original and any copy of 
> this E-mail and any printout.
>  _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: Remedy Date/Time display issue -- RESOLVED

[patchsk]

For the benefit of the arslist, here are the resolution details.
BMC Support has identified this as a defect: SW00441970: Date/Time fields 
show "0" date for certain dates/times in some timezones.
And provided  a hotfix  for 7.6.04, 8.0,8.1 versions.
I tested in our dev env which is 8.0 and seems like the issue is resolved.
Kudos to BMC support. 


On Monday, May 6, 2013 10:09:19 AM UTC-7, patchsk wrote:
>
> I have a ticket with BMC but thought checking with the arslist as well.
> Has any one seen this kind of Date/Time display issue before?
> We are on ARS 8.0 with midtier 8.0. Seems like the issue is not browser 
> dependent.
> We are seeing this consistently for users in a different timezone from the 
> ARSServer Timezone.
> Our ARS is in PST and users complaining are from CST and EST.
> Also seems like this is happening only to the last day and last min of 
> every month.
> For Ex: 
> 5/31/2013 10:00PM  will display as 6/0/2013 10:00PM
> 6/30/2013 10:00PM will display as 7/0/2013 10:00PM
>
> Where as 5/31/2013 9:59PM will display as normal.
> This is even before we save the record, just when we select the data/time 
> on the screen.
>
>
>
>
> <https://lh6.googleusercontent.com/-p_NPEbNtGEg/UYfe2ZfNUMI/FKM/SzGYsH22aIY/s1600/DateTimeDisplayIssue.jpg>
>
>

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Re: ITSM 7.6.04 SP4 to ITSM 8.x

[patchsk]

You can find all the relevant details under this link.
https://docs.bmc.com/docs/display/public/itsm81/Changes+to+the+BMC+Atrium+CMDB+for+BMC+Remedy+ITSM

Data loading considerations

A new data-loading model has been created for loading data into the BMC 
Atrium CMDB, including BMC Remedy ITSM and BMC Atrium CMDB attributes. This 
model leverages functionality from the BMC Atrium Integrator product and 
maps data from a data source into both the BMC Atrium CMDB and the BMC 
Remedy ITSM forms.


So seems like the data loading still works the same way through AI jobs for 
these asset attributes.

But not sure about reconciliation jobs if they can access these asset 
attributes or not.
Again if you are not using these attributes for reconciliation, also if you 
do not have any  CMDB API integration querying CMDB forms for these 
attributes then you should be good.

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Re: ITSM 7.6.04 SP4 to ITSM 8.x

[patchsk]

As for the CDM class structure between 7.6.04 and 8.x there are not much 
changes.
In CMDB 8.x they moved several  CI attributes from CMDB forms  into Asset 
form(Ex: LifeCycleStatus,Room,Floor).
If you plan on using reconciliation, normalization jobs or Atrium 
Integration jobs to load or reconcile those attributes it is not possible 
in 8.x.
You have to write custom import jobs to load these directly into Asset 
forms.
Since you are starting it now I suggest you start designing your 
environment as per 8.x




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Re: ARS 8.1 Server Groups - but 1 outside slightly

[patchsk]

https://docs.bmc.com/docs/display/public/ars8000/Server+groups+overview

There are two notes saying
Servers with in a server group need not have the same OS but workflow 
commands for invoking programs should be compatible with all OS.
That means you need to start writing workflow run if ($OS$ = "Linux" ) etc..
The other one saying the ARSystem and Applications in all servers should be 
of same version and patch.

There might be some issues with FTS because you are mixing up unix and 
windows filesystems to store index files.

Interested to see how seamless it would work when you mix OS in Server 
Group in reality.




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Re: Remedy Date/Time display issue

[patchsk]

We actually have a non production 8.1 env  and I was able to reproduce it 
in there as well.
Seems like something not patched yet.
 When I saved the record, in the database it is stored correctly in the 
epoch format and the workflow is triggering as normal. Seems like a glitch 
at display level only.

On Monday, May 6, 2013 12:21:51 PM UTC-5, Longwing, Lj wrote:
>
> ** 
> That is hilarious...no, I have NEVER seen this before, but I highly 
> recommend upgrading to Patch 3 of 8.0 for all components...it may be fixed 
> in one of the patches.
>
>
> On Mon, May 6, 2013 at 11:09 AM, patchsk  >wrote:
>
>> ** 
>> I have a ticket with BMC but thought checking with the arslist as well.
>> Has any one seen this kind of Date/Time display issue before?
>> We are on ARS 8.0 with midtier 8.0. Seems like the issue is not browser 
>> dependent.
>> We are seeing this consistently for users in a different timezone from 
>> the ARSServer Timezone.
>> Our ARS is in PST and users complaining are from CST and EST.
>> Also seems like this is happening only to the last day and last min of 
>> every month.
>> For Ex: 
>> 5/31/2013 10:00PM  will display as 6/0/2013 10:00PM
>> 6/30/2013 10:00PM will display as 7/0/2013 10:00PM
>>
>> Where as 5/31/2013 9:59PM will display as normal.
>> This is even before we save the record, just when we select the data/time 
>> on the screen.
>>
>>
>>
>>
>> <https://lh6.googleusercontent.com/-p_NPEbNtGEg/UYfe2ZfNUMI/FKM/SzGYsH22aIY/s1600/DateTimeDisplayIssue.jpg>
>>
>> _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: huh? financial news for bmc ?

[patchsk]

We can never know how the forces end up playing the cards. After all the 
links between ServiceNow and Remedy/BMC are not very distant.

ServiceNow is a 
software-as-a-service 
(SaaS) 
provider of IT service 
management (ITSM) 
software. It was founded in 2003 by Fred 
Luddy,
 
the previous CTO of Peregrine 
Systems
 and Remedy Corporation .
The M in BMC John Jay Moores *-- *He founded BMC 
Software
 in Texas  in 1980 and was the lead 
venture capital financier for Peregrine 
Systems in 
California starting in 1981 as well as 
ServiceNow another 
California corporation founded in 2005.

http://en.wikipedia.org/wiki/John_Moores_(baseball)
http://en.wikipedia.org/wiki/ServiceNow

On Monday, May 6, 2013 9:46:58 AM UTC-7, arslist wrote:
>
> ** 
>
> Peregrine bought the company, I guess they don’t exist anymore so I can’t 
> be sued, to destroy it. It was competition they wanted eliminated, IMHO 
> based on their actions and the words at the Peregrine Synergy conference I 
> attended in 2002.
>
>  
>
> Whilst this current buyout looks less sinister in those terms, we of 
> course need to wait to see how it all plays out. There is some talk that it 
> will split off the mainframe from the rest, but I haven’t heard any rumours 
> about what they want to do with both pieces. I think the Remedy brand and 
> the ITSM product are too valuable for anyone to want to eliminate them, 
> other than Service-Now, and I don’t think they have the financial resources 
> to buy it.
>
>  
>
> WWRUG13 is getting more and more interesting J
>
>  
>
> [Oracle World is the Week before, lol].
>
>  
>
> Daniel
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> ars...@arslist.org ] *On Behalf Of *William Rentfrow
> *Sent:* May 6, 2013 10:10 AM
> *To:* ars...@arslist.org 
> *Subject:* Re: huh? financial news for bmc ?
>
>  
>
> ** 
>
> I have $1 on this being "Peregrine 2.0".
>
>  
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:...@ARSLIST.ORG ] *On Behalf Of *laurent matheo
> *Sent:* Monday, May 06, 2013 8:37 AM
> *To:* ars...@arslist.org 
> *Subject:* Re: huh? financial news for bmc ?
>
>  
>
> ** 
>
> I just hope some guys I know at BMC will be ok after the buyout...
> This could good or this could be a disaster...
>
>
> On 06 May, 2013,at 03:32 PM, Sylvain YVON > 
> wrote:
>
> **
>
>
> https://communities.bmc.com/people/mstouse/blog/2013/05/06/bmc-software-writes-a-new-line-of-code-today?utm_source=twitterfeed&utm_medium=twitter
>
>  
>
> On Mon, May 6, 2013 at 2:42 PM, patrick zandi 
> > 
> wrote:
>
> **
>
> http://www.theregister.co.uk/2013/05/06/bmc_buyout/
>
> Buyout soon... 
>
> -- 
> Patrick Zandi
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
>  
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> --
>
> No virus found in this message.
> Checked by AVG - www.avg.com
> Version: 2013.0.3272 / Virus Database: 3162/6292 - Release Date: 05/02/13
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> _ARSlist: "Where the Answers Are" and have been for 20 years_


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Remedy Date/Time display issue

[patchsk]

I have a ticket with BMC but thought checking with the arslist as well.
Has any one seen this kind of Date/Time display issue before?
We are on ARS 8.0 with midtier 8.0. Seems like the issue is not browser 
dependent.
We are seeing this consistently for users in a different timezone from the 
ARSServer Timezone.
Our ARS is in PST and users complaining are from CST and EST.
Also seems like this is happening only to the last day and last min of 
every month.
For Ex: 
5/31/2013 10:00PM  will display as 6/0/2013 10:00PM
6/30/2013 10:00PM will display as 7/0/2013 10:00PM

Where as 5/31/2013 9:59PM will display as normal.
This is even before we save the record, just when we select the data/time 
on the screen.






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Re: OT: [EXTERNAL] Re: ServiceNow

[patchsk]

BMC also has the online ITSM  demo instance available for those who want to 
test drive since atleast an year to my knowledge. You just need to provide 
a few details to sign in.
It is not as open as SNOW where you don't even need  sign in but still not 
too cumbersome to sign in.
http://go.bmc.com/forms/ESM_ROD_Trial_Sept2012

They used(not sure now) to also give VM images with preinstalled stack and 
sample data through their sales channel  for customers want to test drive 
in their local servers.






On Saturday, April 27, 2013 7:12:38 AM UTC-7, Raman Arora wrote:
>
> ** 
> I second John. Not only is documentation available, but even demo 
> instances are available that help to build an ecosystem that helps in 
> marketing of SNOW.
> Last but not the least you must know the strategies that competitors are 
> using...you might learn a thing or two..doesn't hurt :-) !
>
> Raman
>
>
> On Sat, Apr 27, 2013 at 4:46 PM, John Baker <
> jba...@javasystemsolutions.com > wrote:
>
>> Natalie
>>
>> And refreshing that SNOW documentation is not hidden behind some dated 
>> "if you've not paid your support, you can't read it" philosophy...
>>
>>
>> John
>>
>> __**__**
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "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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Multiple Developers on Single Server

[patchsk]

The admin operations are single threaded. If you introduce multiple arsevers 
for development using a common database you are by passing the lock in the 
mechanism which could corrupt the code or metadata. 

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Re: An unexpected fork in the road...

[patchsk]

*

As others I also feel BMC losing David is very sad  because for this 
community Dave and Doug are really the only human faces from Remedy/BMC. 
Though there are several others from BMC participate  in this list time to 
time, David and Doug stands apart by being more frequent and the kind of 
information they provide, their ability to address issues, stop fires etc...
**

Remedy(ITSM more appropriately) always had and still has quality issues, 
but which product 

did not have the quality issues 

with the depth,breadth and flexibility of Remedy/ITSM supporting as many 
operating systems, databases, webservers,apis, hosted, inhouse, multitenant 
  etc?

I feel like BMC is finally taking measures  to improve the quality of the 
product. 


But i

s this enough? I do not think so. They need to do more things to do better 
and faster. 

Did  BMC realized the ground underneath them moving? To me it seems they 
did.

(Note:I am not employed by BMC,  I am a mere  Remedy developer or admin 
like lot of others in the list.)


1)People complained upgrades were taking years, not seamless, cost of 
maintaining customizations etc..

BMC came up with overlays. Even though it is not completely mature yet, it 
is a great step in the right  direction.They provided Delta data migration 
utilities,templates, Data load consoles,sample data, white papers, best 
practices, webinars, recorded videos  etc..

In the WWRUG they also POC the code releases into live production.

2)People complained installers run forever, BMC has combined and simplified 
 lot of screens and input options in the recent 8.x version installers. For 
me it even ran faster and errorless  compared to older versions.

3)People complained about quality issues, BMC has delayed the 8.0 release 
for several months on the same grounds of improving quality. I have not 
seen that happened before. 

BMC is more proactively seeking community participation for beta tests.

4)People complained about support asking too many times for the logs, BMC 
built some unified tools to capture all the logs from one place and zip 
them instead of developer collecting each and every log. Still takes 
significant time but better than it used to be. 

They even sent their customer support representatives to WWRUG to explain 
why they need/ask logs for several times. 

To me the kind of issues that people report in this forum, most of the 
times they are not very simple and straightforward. They do take long time 
to debug.

6)Now a days BMC is announcing webinars(I like them, kind of free training) 
more frequently to provide knowledge to the community on some of the 
complex processes like Atrium SSO, Reconciliation etc..

7)People complained about AIE jobs take  forever to import and reconcile 
and they came up with Pentaho and changed the way reconciliation is done in 
the recent release, instead of field by field comparison they are using now 
checksums.

8)People including myself complained several times  about midtier cache 
corruption issues, even though it still happens it is much better in the 
recent releases.

9) It used to take long time to submit RFEs and now they provided easy 
option, you just have to create an idea in BMC Communities.

10)People complained about no OOTB email integration and they the recent 
releases have that.

11)People complained about the Change calendar look very ugly, and in the 
recent release the change calendar  is very impressive. It has google 
calendar like look and feel.

12)People complained midtier user logs are not very intutive compared to 
thick client, recently they have improved a lot in that front. In the 
recent release midtier user logs looks more similar to the thick client 
user logs.

13) I also recently noticed seeing more techs from BMC participating in the 
communities and replying to the posts.


I do not think BMC would do all of these if they do not care about their 
product,market and revenue. I think they need more time which became luxury 
now. 

I think every time there was a fire BMC is addressing it one way or other , 
but why should BMC wait until there be a fire to address them.


*

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Re: Install patchs to sec ARserver

[patchsk]

If you are on windows I recommend running the installer on second server as 
servergroup option due windows registries etc..
If is linux/unix based then you can either copy the install folder or just 
run the installer as servergroup option. Both will work.

On Saturday, March 2, 2013 12:41:57 AM UTC-8, Ramy S. Ayoub wrote:
>
> ** After finishing installation of the patchs ITSM 7.6.4 , we should do 
> the same for the sec server , it's recommended to migrate the files  only 
> without running the installation ? 
>
>
>
> -- 
>   
> *Ramy Ayoub*
> Products and Service Delivery  
>
> Business Process Automation
>
> Vodafone – Egypt 
>
> Phone: +20100441441
> Email: ramy@vodafone.com 
>
> Smart Village, 
>
> Vodafone-Egypt C2 Building
> Cairo/Alex – Desert Road
>
> KM28, Smart Village
>
>  
>
>  
>  
>  
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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

[patchsk]

Here is more information related to this topic in case you want pursue this.
I was not able to find this information in the latest online documentation 
so Iam copying from my saved notes from earlier 7.6.03 PDF documentation. 
So not sure if they changed this logic recently.

If I remember correctly an open incident can always be updated by members 
of either Assignee Group or Owner Group.

The default OOTB logic I think is who ever creates the ticket that group 
becomes the owner group.
So they always retain the ability to modify the ticket.
Exception: Except if SupportGroup of type HelpDesk is involved.
   If a ticket is created by or assigned to HelpDesk they always 
retain the ownership of the ticket and users have to contact them to update 
the ticket unless they are part of the Assignee Group.

Example:

Support Group Name|Type|Member
SG_A|HelpDesk|PersonA
SG_B|Tier2|PersonB
SG_C|Tier3|PersonA

If A creates an incdient the ownergroup of the incident is SG_A
If B creates an incidnet and assignes to SG_A ownergroup is SG_A
If B creates an incident and assigns to C, SG_B becomes the Ownergroup.

You can setup custom ownership rules or modify OOTB filters  for changing 
Ownership to suit 
your company needs.

---
Hi Patchsk,
 
Thank you for your email.
 
I have it set up so that our call center is the owner of all incidents. The 
issue is other groups like to grab tickets rather than wait which was the 
old practice. Your comments about tier 1 and ownership is interesting and I 
will need to read into that one.
 
Mark
 

 
I think it is to protect the data security.
In one of the organization I worked HR usually creates tickets ahead of 
time to helpdesk to revoke systems access  to employees they would fire in 
the next couple of days. So this kind of data security makes sense.
 
When we went live with ITSM 7.6.03 we got this sort of complaints from two 
kinds scenarios.
1. Call center lost the ability to update tickets.
2. Ticket submitters lost the ability to update the ticket with more 
details once they assign it to a different group.
 
For 1) We made call center folks to be Incident Masters. That was the only 
OOTB option available.
In that organization The call center should be able to update tickets 
assigend to or owned by anyone in the organization.
Because they get frequent calls about status updates they tend to put that 
in the work logs or change priority.
 
For 2) We circumvented the second problem by making all Support Groups to 
Tier1 in the support group form. 
   I think OOTB when a tier1 group creates a ticket and assigns to a 
different tier1 group,the submitted tier1 group becomes the
  owner group of that ticket. There is some matrix in the 
incident documentationd describing that.
  ITSM OOTB allows people belong to either owner group or 
assignee group to be able to make updates.


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Re: need help with rrrChive -- seeing errors during export

[patchsk]

Thanks Misi. I am building a dev environment. Once it is ready I will 
contact you off the list to reproduce the problem.
I ran it from Linux.

On Wednesday, February 13, 2013 12:30:13 AM UTC-8, Misi Mladoniczky wrote:
>
> Hi, 
>
> There is no data conversion going on if you go Server to Server. There 
> general 
> problem problem with this. 
>
> I also doubt that there is an RRR|Chive problem with ARX files and 
> Time-fields, as many people have done complete systems this way. 
>
> Which RRR|Chive version did you use, and did you run it on Windows or 
> Linux? 
>
> Can we do a simple test case together, and I will try to reproduce your 
> problem? 
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) 
>
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): 
> * 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. 
>
> > We found one issue during our migration with rrrChive. 
> > It is not importing the data into time fields. 
> > Date/Time , Date fields works fine. 
> > But somehow time fields getting blank values on the target server. 
> > We have exported those source records and manually imported using 
> arimport 
> > GUI and it worked fine. 
> > Our migration was from ars7.1 32bit (Linux,Oracle) to ars8.0 64bit 
> > (Linux,Oracle) 
> > 
> > 
> ___
>  
>
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> > "Where the Answers Are, and have been for 20 years" 
> > 
>
> ___
>  
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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>

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Re: Active Directory and People Records (UNCLASSIFIED)

[patchsk]

Usually you do not directly import AD data into remedy user or user profile 
form.
You would create a staging form and get the AD data into this form and then 
do all kinds of validations and do a final push to User and or User Profile 
form.
You can build all your logic on what permissions to be assigned etc..on 
that staging form.

Coming to how to get the data from AD.
1. Create the vendor form and connect to AD using the OOTB adapters like 
ARDBC provided by BMC.
2. Write an escalation on that vendor form to get the data from AD into 
remedy.
In old versions(6.x) this was error prone due to the adapter crashing 
 if there are more than 10,000 entries in AD etc..Not sure how it is in the 
newer versions.
Also make sure your escalation imports only the modified records from 
AD. (AD should provide a reliable column to validate what records are 
changed since your last run).
3.If above is not possible I have seen where a nightly job dumps data into 
a csv from AD and a cronjob with remedy import command getting that data 
into remedy staging form.
4. Also if Vendor form does not work as you expected and if AD can dump the 
delta into a staging database table you can create a view form interfacing 
to that staging table and do your workflow.
Just do a search on this forum you will find lot of information.
   

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Re: armonitor config questions

[patchsk]

1. After you make any changes to armonitor.conf you need to restart 
arserver.
2. If a line commented out before restarts ARS then that particular 
componenet will not start during ARS startup.
3.If a line is commendted out after starting ARS untill you restart ARS 
again there is no impact.
4.Any conf changes you make to armonitor or ar.conf you have to manually 
synch across all servers in the servergroup.
   There is no inbuilt mechanism that ARS would synch those changes.
5. The first line (arserverd) is the actual ARServer. If you comment out 
nothing is going to work because every process depends on this one. Unless 
you are using this server for only email engine looking at different ARS.
Second and Third lines are for Service Level Mgmt(Business rules and 
collector) processes.


On Thursday, February 14, 2013 7:32:19 AM UTC-8, Remedy_Mark wrote:
>
> ** 
>  
> Hi All,
>
>  
>
> I am running ARS 7.6.04 with ITSM 7.6.04 in a server group and still have 
> a lot to learn about all three. BMC did the install. And looking at the 
> armonitor.conf file I see there are several lines commented out. Not sure 
> why so I have a couple of questions. 
>
>  
>
> If these were not commented out what would be running?  
>
> If I removed the pound would this process just start running or would I 
> need to restart the AR Server?
>
> If I update the config file on the primary AR Server, is the other server 
> in the group automatically updated or do I need to change both?
>
>  
>
> #opt/bmc/ARSystem/bin/arservsd –s  -I /opt/bmc/ARSystem
>
> #opt/bmc/ServiceLevelManagement/bin/slmbr.sh
>
> #opt/bmc/ServiceLevelManagement/bin/slmcollsvc.sh
>
>  
>
> 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.
>  _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: change moves automatically close after closing task

[patchsk]

It has been a while I worked on this area, but if I remember correctly 
there  are two status closed and completed.
May be the close down approval you are talking about is really to move the 
status from closed to completed?

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Re: need help with rrrChive -- seeing errors during export

[patchsk]

We found one issue during our migration with rrrChive.
It is not importing the data into time fields.
Date/Time , Date fields works fine.
But somehow time fields getting blank values on the target server.
We have exported those source records and manually imported using arimport 
GUI and it worked fine.
Our migration was from ars7.1 32bit (Linux,Oracle) to ars8.0 64bit 
(Linux,Oracle)

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Is there a BMC course that teaches Atrium Webservices Infrastructure for CMDB?

[patchsk]

One of our developers looking into get trained in  Atrium Webservices  area 
so he can develop the integration components between CMDB and external 
systems.
I checked the BMC training site though there are three CMDB courses I did 
not see any of the course for this component.
Just a little back ground:
We are looking into using CMDB as black box to provide answers to the 
questions asked by various system.
For Ex: 
   Given a network switch what are all different applications 
depend on this switch.
   Given an application who are all the users.
This can be found manually using the BMC provided Atrium explorer by 
manually navigating the tree through mouse clicks.
But we would like to automate this as a service to external systems so they 
submit a request with input parameters and CMDB provides the output for 
that request.
Basically trying to replicate the Atrium Explorer functionality with 
webservice calls.



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Re: Email Messages Form Indexes?

[patchsk]

The email engine keeps a copy of OOTB email form and workflow def file in 
AREmail installation folder.
You can open that def file in  text editor and navigate to the Email 
Messagessection and see the index fields there.
I have a copy of 8.x Email Messages form and here are fields I see as 
indexed.
  index  : 18093 18092 18096 18099 18098 18082 18097
  index  : 179
Please compare the field IDs with the names.

With just 3500 records 30 sec seems to be high. Grab the actual SQL from 
sql logs and directly run from the database.

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Re: Upgrade ARS 7.1 to ARS 7.6.04 SP4 - UNICODE issue

[patchsk]

Why is option 2, not feasible? I think that is the most cleanest way.
There might be some hardwork for copying the data but you  can use tools 
like (RRRChive, BMC DDM-Delta Data Migration).
Yes there is some learning curve to understand those tools but once you 
spend a day or two to test various scenarios the copying of data is pretty 
much automated. Just execute a command and it does everything for you.

I think what you could do is:
1. First run the upgrade on ARS7.1(Just the ARS no Email,ARDBC etc..)
2. Convert the objects to custom or overly as needed.
3. Run the installer again to upgrade remaining components.
4. Readjust overlays, custom objects as needed.
5. Take a full export of all the def files.
6. Now build a new ARS with OOTB objects  with no sample data, just 
plain vanilla remedy.
7. Import your objects from Step5 into the new vanilla environment.
8. Run the (RRRChive or BMC DDM) to copy the data from 7.1 to new version.
9. Test all your integrations and applications.
10. Fix all the bugs in the new environment.
11. Rerun (RRRChive or BMC DDM) to copy the data from 7.1(PROD) to new 
version env.
12. Cut over the new environment as your production.
13. Rebuild your dev,test environment from a copy of new production.

We have actually upgraded from 7.1 to 8.x and things seems to be fine so 
far.

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Re: ***********Webservices and the IncidentInterface Create form*************

[patchsk]

I see the following options if you want to avoid creating new fields 
depending on how you need to use this guid data.
1. Store it in Vendor Tkt Number field. Just create a new vendor name with 
the external system name and use these fields.
or
2. Store it as workinfo entry.
or
3. Store as a relationship entry.
or
4. Prefix the Summary or Detailed Desc of the ticket with this external 
system GUID.

I have used before Option 1 so that I can write workflow on the field to 
hyperlink external system data.
Just name this vendor such that it can differentiate clearly against actual 
external vendor.

I do not think there is much workflow on these fields other than generic 
checks to make sure that vendor exists in the backend data.

Sometimes it is unavoidable depending on the significance of this guid  and 
you may have to add new field.
For ex: We had integration with some monitoring tools that pass the eventID 
and synchronize status updates based on this number. We felt at that time 
adding a new field is the good option for us.

On Monday, February 4, 2013 1:00:32 AM UTC-8, Enslin Van Blerk - MWEB wrote:
>
> ** 
>  
> Hi 
>
>  
>
> Remedy 7.6
>
>  
>
> I use the Incident Interface Create Webservice to create an Incident in 
> the HelpDesk form.
>
> The external system (not a Vendor but Internal System) push a GUID through 
> to REMEDY and I would like to know the following:
>
>  
>
> Can I use one of the existing fields to map the GUID to REMEDY? – I do not 
> want to create extra field if possible.
>
> Are there some documentation available that explain all the fields on the 
> form, example can I use the   field to push the GUID to the HelpDesk 
> form?
>
>  
>
> I know I can look at the relationships/workflow through DeveloperStudio, 
> however if anyone can give me some ideas from your own work it will be much 
> appreciated.
>
>  
>
> Main objective would be to use the GUID as the unique identifier for these 
> tickets created in the HelpDesk form.
>
>  
>
> Regards
>
> Enslin
>
>  
>
>  
>  --
>
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>
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Midtier 8.0, ARS 8.0 form page tab permission display issues

[patchsk]

We upgraded our (ARS7.1, Midtier 7.5) to (ARS 8.0, MT 8.0)  in linux(no 
ITSM, all custom apps)  with oracle and is currently in UAT.
We are intermittently seeing some permission related issues where some page 
tabs are displaying to users that should not be seeing those.
The thick client is working fine(thought no more supported) all the time so 
I am thinking it might be midtier messing up group permission based cache.
We tried flushing/deleting IE cache, deleting  miditer arsys folder and 
recreating it, rebooting the servers.
For some time it works but then these issues prop up again  where users 
start seeing tabs and fields that they should not be.
The work around so far for us is to create active links to hide these tabs 
 based on group permissions on page load but it is huge work to cover all 
forms.
We are thinking of downgrading midtier to verion 7.6.04 against ARS 8.0. 
But just wondering what other issues it could cause due to version mismatch.
This is the only stumbling block for us before we get sign off from users. 
So hoping to find any valuable information.

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Re: Midtier Loadbalancer is not working - Any suggestion ? - URGENT

[patchsk]

Can you try with just one ARS and one MT using MT LB.

MT LB --> MT1  --> ARS LB --> ARS1

What is you LB vendor F5 or Cisco ?

Also after you make changes to /etc/hosts file you either need to reboot 
the linux server or restart the network services to have the change take 
effect.

On Wednesday, January 30, 2013 2:37:07 AM UTC-8, syed Ziyan wrote:
>
> ** We have the below structures - 
>
> 3 ARS - 7.6.04 SP3 
> 1 ARS LB
> 2 MT server - 7.6.04 SP3 
> 1 MT LB 
>
> all are in Linux with Oracle 11G.. 
>
> Thanks 
> Ziyan
>
> Please let me know if oyu need any other information. 
>
> On Wed, Jan 30, 2013 at 3:48 PM, patchsk  >wrote:
>
>> How many ARServers you have?
>>
>> On Wednesday, January 30, 2013 2:15:32 AM UTC-8, syed Ziyan wrote:
>>>
>>> ** Hi Pat, 
>>>
>>> Thanks for you help... I have done the changes in hosts file and also 
>>> tested with turning off one WS. still the issue remains. 
>>>
>>> Please suggest any other possible solution. 
>>>
>>> Thanks 
>>> Ziyan
>>>
>>>
>>> On Wed, Jan 30, 2013 at 2:31 PM, patchsk  wrote:
>>>
>>>> Seems like your session affinity or sticky bit not working correctly so 
>>>> it is doing a round robin for each web call.
>>>> I am guessing your are getting routed to one midtier, you login there 
>>>> redirected to a new url , the next reroute is going to another midtier 
>>>> since that midtier did not have authentication it is asking for login 
>>>> again.
>>>> As LJ mentioned turn off one off extra  midtier and ARS and run with 
>>>> only one ARS and MT and see if you can login now.
>>>> Also you could add in your /etc/hosts file on you midtier to map LB 
>>>> alias to local IP that way once LB routes to a server it stays there for 
>>>> that entire transaction.
>>>>
>>>>
>>> _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: Midtier Loadbalancer is not working - Any suggestion ? - URGENT

[patchsk]

How many ARServers you have?

On Wednesday, January 30, 2013 2:15:32 AM UTC-8, syed Ziyan wrote:
>
> ** Hi Pat, 
>
> Thanks for you help... I have done the changes in hosts file and also 
> tested with turning off one WS. still the issue remains. 
>
> Please suggest any other possible solution. 
>
> Thanks 
> Ziyan
>
>
> On Wed, Jan 30, 2013 at 2:31 PM, patchsk  >wrote:
>
>> Seems like your session affinity or sticky bit not working correctly so 
>> it is doing a round robin for each web call.
>> I am guessing your are getting routed to one midtier, you login there 
>> redirected to a new url , the next reroute is going to another midtier 
>> since that midtier did not have authentication it is asking for login again.
>> As LJ mentioned turn off one off extra  midtier and ARS and run with only 
>> one ARS and MT and see if you can login now.
>> Also you could add in your /etc/hosts file on you midtier to map LB alias 
>> to local IP that way once LB routes to a server it stays there for that 
>> entire transaction.
>>
>>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: Midtier Loadbalancer is not working - Any suggestion ? - URGENT

[patchsk]

Seems like your session affinity or sticky bit not working correctly so it 
is doing a round robin for each web call.
I am guessing your are getting routed to one midtier, you login there 
redirected to a new url , the next reroute is going to another midtier 
since that midtier did not have authentication it is asking for login again.
As LJ mentioned turn off one off extra  midtier and ARS and run with only 
one ARS and MT and see if you can login now.
Also you could add in your /etc/hosts file on you midtier to map LB alias 
to local IP that way once LB routes to a server it stays there for that 
entire transaction.


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Re: Remedy ITSM 7.6.04 - Change Management - ARERR 1441156

[patchsk]

Is this happening during the SAVE(Commit) of CR or during selection of 
change coordinator?
I have see before something similar to this on ITSM 7.6.03. The solution 
for us was to delete the users profile and user form entry, recreate and 
assign the permissions again from scratch.
During our people import through DMT console some user's permissions 
entries did not get set correctly in the backend though they look good on 
the people profile form.



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Re: Notify limitation?

[patchsk]

Which part of the Notification you are trying to verify the size 
limit(Subject,Body,To,CC,BCC etc...)?


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Re: need help with rrrChive -- seeing errors during export

[patchsk]

Thank you it all makes sense now.
Because when I use SYNCTOTARGET with SourceServer to TargetServer it worked.
I used same conf file just replaced the Target options to export to a 
directory, that is when I saw this error.
By the way thanks for your tool. Using this I was able to avoid a lot of 
hassle of taking database backups and restore etc..
The ability to generate conf file from web portal is very well thought off.
I initially tried to use the BMC delta data migration tool but until they 
provide ability to delete extra data from the target server it is limited 
use.
Delta data migration tool expects no data to be created on target server 
after baseline.
Where as rrrChive has the inbuilt intelligence to find and delete extra 
data created on target server that is different from source.
Easy to go from UAT to live.


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need help with rrrChive -- seeing errors during export

[patchsk]

I am seeing the following error when trying to use rrrChive tool to export 
data from a arserver7.1, oracle, linux based system to a folder.
Here is the sample error but I am seeing the same error for all the forms.
I ran the rrrChive in test mode.
I tried in arserver 8.x as well and seeing the same issue.
The remedy user account is an admin account.
Command: 
./rrrchive -test /remedy/rrr/data/rrrConf_export_rrrdir.cfg

Sample error lines from the log:
rrrchive: 2013-01-27 12:46:25, type=ARS, level=ERROR, file=rrrchive.cpp, 
line=2777
ARLoadARQualifierStruct(server=DIR, form=AR System User Preference, 
qual='6' > "12/1/2012")
  API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details
  ARStatusList: contains 1 messages
  Number: ARERR 666001
  Message: Could not find field.
  Append: AR System User Preference:'6' > "12/1/2012":6


Configuration file:
source_server = serverx
source_user = userx
source_password = passx
target_dir = /remedy/rrr/data
multipleforms = AR System Email Messages,AR System Email Templates,AR 
System User Preference
qual = '6' > "12/1/2012"
splitsearch = YES
transfertype = SYNCTOTARGET
logfile = AUTO
progressbar = YES

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Re: ARS8 install onto Linux observations

[patchsk]

Hmm interesting because we did not see any of  the issues listed in your 
post.
May be our oracle client version is not the same as in your post.
I am not an expert on oracle internals other than what ever remedy is 
needed.
Recently we upgraded our env from version 7.1 to 8.0.002 in RedHat Linux 
5.6 and currently going through UAT.
I just asked our DBAs to install oracle client and they have installed it. 
No special instructions.
The client they installed was SQL Plus 11.2.0.1.0 and I could see the 
libraries installed under lib folder.
I do not have to install any oracle instant client as well. The remedy gui 
installer went find without any oracle related issues.


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Re: Application service takes a loooong time to start

[patchsk]

15min for a restart seems to be on the high side. Check with the network 
folks if there are any recent changes and if the NIC  is still working in 
full duplex.
Make sure oracle and remedy servers are within the same VLAN or as close as 
possible.
4gb RAM seems be on the low side so check if any swapping happening during 
the restart.
Monitor CPU, disk io, RAM usage during the server restart on both ars, 
oracle.
Check with dbas to see if any kind of logs are turned on the db side that 
is slowing it down.
There are few points in the remedy KBs and performance guide to change some 
parameters like caching of form display properties, increasing the pre-load 
threads etc.. I did not really see significant improvements by doing that 
but you can try if  it makes any difference in your environment.
Servergroup should not have any impact on restarts because 
the signalling between servergroup servers happen after the servers are 
completely started.

Here is what I have seen for restart times:

1.With a full duplex connectivity between remedy and remote oracle db 
server in a window 2008 64bit 8gb VMs with ITSM 7.6.03 
(IM,CM,PM,CMDB,KM,SRM,SLA) we used to see   4min restart time for the 
complete stack. At somepoint it was like 6 to 8min but when the windows 
admins fixed some bad  nic related issues it came back to 4 min.

2. With a full duplex connectivity between remedy and remote oracle db 
server in a Linux64bit VMs with base arsystem and custom applications I 
currently see
less than 1 min restart time for ars. In this case all the VMs are carved 
out of same ESX physical server.




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Re: Unknown Contact in ITSM

[patchsk]

I have done very similar when we saw some users sending emails to submit 
tickets but they are failing due the user not exist in remedy people 
profiles.
We created a generic account as Unknown User and  changed the workflow to 
use this profile when the users profile was not matched in people form.

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Re: Multiple email attachments not visible in incident ticket auto generated from email

[patchsk]

There is no out of the box ITSM workflow that auto generates an incident 
from email upto ITSM 7.6.04.
So what you have is a custom workflow.Are you handling each attachment 
separately?
Usually people attach the original email to the worklog as it is. So even 
though it shows up as single attachment when you double click to view the 
email
there you can see the email containing two attachments.  

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Re: Plugin Server

[patchsk]

Nope. In linux it is 32 bit as well.
Let me know if you want to check any other files.

[rem@xyz linux]$ pwd
/remedy/ARSystem/plugins/pluginjni/linux
[rem@xyz linux]$ ls
libarpluginjni7604_build002.so  libarpluginjni80_build001.so
[rem@xyz linux]$ file libarpluginjni80_build001.so
libarpluginjni80_build001.so: ELF 32-bit LSB shared object, Intel 80386, 
version 1 (SYSV), stripped


>

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Re: Anyone on the list ever tried the "TC Malloc" fix for ARS (Applies to Linux ARS Servers Only)?

[patchsk]

In version 8.0 and above in linux TCMalloc is the default one.
During install the installer also installing TCMalloc libraries and 
configuring armonitor to start arserverd with TCMalloc preloaded.
I have read several online articles only good things about TCMalloc.


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Re: How does Crystal reports work in AR User tool.

[patchsk]

When you install user tool it will also installs some crystal  libraries to 
help execute reports.
Apart from that you need to configure the odbc connection.




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Re: ITSM 7.6.4 Data Management Tool Windows 7

[patchsk]

The installation guide talks about window DEP settings.
Not sure if it applies to DMT but did you check on that?
It is under system properties-> advanced --> performance --> Settings.


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Re: Need Help to solve this

[patchsk]

For Ex:
Original:
 te...@gmail.com;te...@gmail.com;te...@gmail.com
Final: 
 te...@gmail.com
 te...@gmail.com
 te...@gmail.com

You need to replace ";" with new line char( " HIT KEYBOARD ENTER ") before 
 using it with notification filters.

 It would look like   REPLACE($Oringinal$,";","|") in your filter.

Please search the forum there are already a few posts with images 
describing it.



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Re: Flush Cache with 2 Mid-Tiers load balanced

[patchsk]

Assuming two ARS Servers are  sharing single database
if you make any client side code change (Form/Menu/AL/Groups etc) yes you 
need to flush cache on all the midtiers.
if you just made server side code change(Esc,FL) then no flush to midtier 
is needed.



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Re: WWRUG12 - Session Question - Database Moving

[patchsk]

With Unix it is easy, you can just do a find command on IP or hostname in 
remedy folders  to find all the references and make changes accordingly.
But with windows not sure if the same approach will work with registries 
etc..
In either case I would suggest once your admins copy the VMs just 
remove/uninstall all remedy components/folders and just reinstall those 
again as a server group option.
That way you would not miss any conf  file or registry server name 
references.
Since you are not really doing any upgrade install, just reinstalling same 
version the installer should not take much time. May be couple of hrs for 
the entire ITSM suite.


Not sure how much it would help you the following.
We had to rollout new ITSM env few years ago and we had to copy the db from 
preprod to prod during the cutover.
So I went through several postings in arslist,bmc support site, bmc 
communities and made a list of items to do before and after.
Some of the steps might be outdated or may not valid  depending on the 
specific version so take it with grain of salt.


Restore db from Development to Production:
Pre db copy:
1. In production servers disable email engine,escalations in ar.conf
2. In dev server disable email mail boxes
3. Delete all pending or unwanted email entries

Post db copy:
1. Update the default web path
2. Update Servername, Servergroupname, servergroup ranking entries
3. Form data changes: 
--> Report form entries with new Server Name -- change server name to 
.fqdn or 
--> SHARE:Application_Properties, HelpFile URL pointers
--> SYS:Application form -- Survey URL
--> CAI Application Registry   -- In Connection tab, change all Server 
names from .fqdn to .fqdn
--> SHR:Association -- The server name is stored in two fields on the form 
- Server 1 and Server 2
--> Configure Custom Form Info
--> SYS:Attachments form
--> CMS Configuration Management
--> AP:Notifications - Check any custom notifications with Server links
--> AP:Rule Definition (Server = "@")
--> AR System Server Group Operation Ranking
--> AR System User Preferences -- Change Report Server values from 
 to  for any user account you are going to  log in 
with on development 
--> AR System Administrator Preferences -- Partial List Settings - Partial 
List Details:Other - Pack List Settings 
--> AR System Searches Preference -- Delete records from original server 
--> AR System User Central File --   Delete records for user 
--> KMS:Administration_Integration-- Change Server Name and Short 
Description
--> SRD:STAGE:MasterDataMappingList
--> SRM:ApplicationSettings, if SRM installed, to point to correct web path
--> AST:ARServerConnection -- AR Login Info
--> AST:ComplianceARBased_Advanced--AR System License Type Compliance
--> SYS:Escalations
--> SYS:Attachments
--> SLM:ConfigPreferences -- Update Dashboard MidTier URL
--> SLM:RuleActionSetValue_base -- Found four records to change with 
SLA_destination Server Name = .fqdn,Changed all of them to "@"
--> SLA data sources, service agreements, and service targets with 
milestones, after the db had been restored
--> CHG:CCMCalendar:PrintActionWUT -- Active Links that contain server 
references
--> AREmail Configuration -- update with production email accounts
--> Table fields -- check with sql select distinct tfserver from field_table
   --> AIS:GlobalPreferences form (Atrium Impact Simulator)
--> AIE > EIE:ApplicationSettings form (field name: Help File Path)
--> AIE > EIE:BackUpLoadFlag form entries (field names: Host, Internal 
Instance Name,InstanceName)
--> AIE > EIE:DataExchange form entries (field names: Instance Name, 
zTmpInstanceAlias)
--> BMC.CORE.CONFIG:BMC_FederatedInterface records (Field name: 
 ARServerName)
--> IEORA:RuleHelper (field name: Path)
--> EIE:CommonDialog (Help File Path)
--> Reinstall and Reconfigure AIE and all Data Exchanges
--> Check in remedy metadata(AL,FL tables) to see any hard code server 
references. 
4.The mid-tier configuration, where you specify the Data  Visualization 
server
5.If you have customised any of the OOB notification messages to include a 
hardcoded a url then you need to change the server name reference.
6. Make sure all the integrations (webservices,scripts,apis,dblinks) 
pointing to correct environments.
7.Enable email engine,escalations.

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Re: ARS 7604 Custom App and Reporting Issues

[patchsk]

The issue could be at two levels.
a) How much time database takes to complete the execution of SQLs?
It depends on how complex your queries and how much data you are 
running these queries on.
You may improve this timing by getting the raw sqls for your report 
calculations and do a cost analysis and creating respective indexes. 
Sometimes even though you have indexed fields the db may think 
differently and may not make use of the indexed fields.
Rerunning the database stats could help here. Also DBAs can do some 
settings to force database to use a different plan than the default one.
This all depends on how your cost analysis of the sqls look like. 

b) How much data being generated in the results set and the amount of time 
it takes to transfer that data into client machine?
Infrastructure on cloud will definitely makes a difference here. 
Specifically for reports. Basically the more further you are, the more 
network latency and hence  the more the time it takes to render the reports 
with more data.

Apart from above, I would suggest:

1. Use a private thread to run these reports. That way you would not impact 
regular users. Especially when your production system is also the reporting 
system. You can specify the private threads on your ODBC settings.
2. If the formulas are really complicated and they are the bottleneck even 
after creating indexes, instead of doing all those calculations at run 
time, run cronjobs/escalations/etl jobs to pre-calculate the formulas 
and populate the results into summarized tables.
And use those tables for your reporting purpose.
3. Check your ARServer, DB Server memory and temp space size to make sure 
you are not breaching the limits.

Since you mentioned you saw this happening even with user tool, increasing 
the midtier JVM does not help you here.
Working closely with the DBAs would fetch you a lot for these kind of 
issues.


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Re: IBRSD Modification

[patchsk]

I think you need to query base element by the Service CI name get and  push 
the ReconciliationID of the Service CI as well into HPD.

On Wednesday, October 31, 2012 12:27:35 PM UTC-7, Tomasiewicz, Mike 
(Information Technology) wrote:
>
> ** 
>  Hello,
>  
> Looking for some assistance.  Remedy 7.6.04- IBRSD integration.
>  
> I’m trying to push the Service+ field through the workflow to match 
> business rules we’ve put in place.  
>  
> I’ve created overlays for the INT:STAGING form, overlayed the view form, 
> created a new field, updated the push in the 
> INT:BiiARS:ISG_CreateInterfaceRecordForOnlyEvent_with_prod_cat`! (overlay) 
> and INT:BiiARS:ISG_CreateInterfaceRecordForOnlyEvent`! (overlay) filters 
> with the new field value, and mapped to ServiceCI in the INT:STAGING form.
>  
> When I pull the trigger this is what my log tells me:
>  
> > /* Wed Oct 31 2012 13:37:21.8940 */  Filters:118> Checking "HPD:INC:ValidateServiceCI_086_E" (86)
> 
>   > --> Passed -- perform actions
> 
>   >  0: Message
> 
>   >Please select a Service CI 
> from the menu provided or search for a Service CI by pressing the CI search 
> button.*
> 
>   >   Error while performing filter action: 
> Error 1901093
>  
> Any ideas on how to convince the HPD:INC:ValidateServiceCI_086_E filter 
> that the service I pushed is indeed a valid service? (It really is, I 
> checked).
>  
> Thanks!
>  
>Michael Tomasiewicz, CISSP
> *Sr. System and Network Administrator  * |  *Enterprise Technology S**
> ervices
> *7300 World Communications Dr, ETS-200   |  Omaha, NE  68122 
> 402.240.3462
> 402.838.9977 (mobile)
> *mike.tomasiew...@conagrafoods.com*  
>  
> *Food I love:  Slim Jim Dare “Really Freakin’ Hot Habanero”*
>  
> This e-mail message and all attachments, if any, may contain confidential 
> material and is intended only for the person or entity to which the message 
> is addressed.  Any unauthorized review, use, disclosure or distribution is 
> prohibited.  If you are not the intended recipient, please contact the 
> sender by reply email immediately and destroy the original and any copies 
> of this e-mail. 
>  
>
>  
>  
>  
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: Home Page ARERR 623 - version 8

[patchsk]

I am not very familiar with version 8.0 yet, but once I was told that we 
can actually enter the passwords directly in the conf files.
Never validate it though.
So you may optionally try the following until you can hear something from 
BMC Support.

Option1:
Enter a decrypted manual  password in the Midtier properties file.
Enter the same password in ar.conf file.

Option2:
If you have a working pre 8.0 environment copy the passwords form the 
midtier properties and ar.conf files and paste into your 8.0 environment. 

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Re: modify display list of active link

[patchsk]

The display list from AL mulitple match comes from the from results list.
So you need to add the desk locaiton to the results list on People form.
If you do not want to do that then change the workflow to use a SQL select 
statement.

On Wednesday, October 24, 2012 1:45:50 PM UTC-7, Julie Sellers wrote:
>
> ** 
> My customer wants to add a column to the display list that is displayed by 
> an Active Link 
> when the 'If Multiple Requests Match' value is "Display a List".
> I've never had to do this before. Would someone be so kind as to point me 
> in the right direction? 
> This would be from a Set Fields action on the CTM:People form. They want 
> to add 'Desk Location'.
> ENV:  v7604sp3 Windows
> Thanks, Julie
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_


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Re: Sarch on HPD:Help Desk from taking a very long time.

[patchsk]

Did you try getting the sql logs and try to run the sql directly on the 
database. 
It would remove one more unknown if the issue is at remedy side or at 
database level.

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Re: EXTERNAL: Re: Bring back the ARSList MVP for 2013

[patchsk]

+1 to continue the tradition. I voted this year and will continue to vote 
as long as I am active in Remedy world.

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Re: Hiding entry point in Home Page (7.6.04)

[patchsk]

Take a backup and be cautious when you try to change the AL guides touching 
the homepage entry points as it has got corrupted in our previous 
environment and the whole navigation field stopped rendering on the 
homepage. The only way we got it back is to restore the db.

On Monday, October 22, 2012 11:08:11 AM UTC-7, heloitsadi wrote:
>
> ** There are active link guides which populate the Application list, you 
> need to modify those guides appropriately to make sure whatever module 
> you don't want is not getting populated.
>
> Regards,
> Aditya
>
> On Mon, Oct 22, 2012 at 9:12 PM, Alberto M. Lopez 
> 
> > wrote:
>
>> ** 
>> Hi all!
>> Our customer wants to hide Infrastructure Change application in his ITSM 
>> 7.6.04.
>>  
>> I've tried to "delete" entry points in Incident form (HPD:Help Desk) and 
>> Incident management console, but in the Home page, the entries are 
>> unmodified.
>>  
>> I think deleting entry points keeps the forms "hidden" in Home Page, but 
>> I don't know what's the way.
>>  
>> Could someone help me please?.
>>  
>> Thank you very much!
>>  
>>  
>>  
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: WWRUG BMC Sale Rumors

[patchsk]

If you see recent Gartner's chart, no body needs to tell BMC that they 
cannot enjoy the comfortzone they used to because
   1. Their competitors are closing on and looking attractive.
   2. They are eating their own dog food by the way of remedy ondemand.
Now they will experience the same challenges that used to be only on the 
customer side.
So they do not need to apologize anybody but themselves if they do not turn 
around things and make customer's life easy.

This morning I log into BMC Support site to download a document and I 
surprised to see now that they have a chat with support online.
So they are  trying to do some improvements in this space but it needs to 
go a long way than just online chat.
http://www.bmc.com/support/support-news/announcing_chat.html

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Re: AIF and Overlays

[patchsk]

Don't know specifically about version 8.0
But have you looked into BPCU utility that comes with the installation?
There is command line option to include or exclude objects to create 
overlays using an xml file or a prefix.


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Re: MVP 2012 - Congratulations LJ Longwing!

[patchsk]

Well deserve it L.J.
Congratulations.

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Re: ITSM 7.6.4 - sharing searches

[patchsk]

Sorry I was referring the Search Preferences form only. I was not able 
to remind the actual form name.
It that is too much work then how about creating this search and making it 
available to all users through Defined Searches in the Form View properties?

>
>  
>
>  
>

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ITSM 7.6.4 - sharing searches

[patchsk]

Did you look at ar central preferences form. I believe there is a form to store 
searches which you can use for your purpose. 

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

[patchsk]

Without knowing fully your actually purpose of giving remedy access to 
public internet, if remedy cannot provide all the security features that 
your company needs for public internet then can't you have an in house 
developed webapplication with only the subset of  features that public 
internet users need and then integrate with remedy from the back end?
And for internal company usage I do not think you need all the security 
restrictions that you need for public internet.
Apart from above the following are my 2 cents on your bullets.

2. Improper Error Handling 

I know we cannot handle each and every error in the manner we want without 
the vendor(BMC) support. 
But if you are running any specific scripts or programs from remedy 
workflow and 
you want to handle those errors you can do that from remedy version 7.x and 
above.
They  introduced an error handler event type  where you can specify another 
piece of workflow to fire on error which can be your custom message instead 
of remedy message.


3. No session time out.
There are timeouts specified at the midtier level and at the remedy 
arserver level.
You may have to refer configuration guide for further details.
They are system wide, not user by user basis.
I do not know if remedy removes just my license or it actually times out my 
session but
after the timeout on web if I need to access the consoles or requests it 
forces me to relogin again.


4. Concurrent User Sessions.

You can have concurrent user sessions only if  you are an admin or read 
restrict user.
You can stop giving readrestrict license to users if you do not want them 
to login from several IPs.
All other users are allowed only one active session from one IP address.
If the user tries to login from another server then remedy pops up a 
message.
Also you can write some custome workflow to store the user last login 
details in some remedy form and display on your consoles.

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Re: Task Templates & Task Group Templates

[patchsk]

You have not mentioned which version of remedy you are using.
In the recent versions(7.5 and above) there is a Data Management Tool 
provided with spreadsheet templates.
You need to export your existing templates into a spreadsheet and then copy 
them into BMC spreadsheet template.
Then you can use the Data Management Tool shipped out of the box to import 
those into another server.
See here for more information:
https://communities.bmc.com/communities/docs/DOC-8797
Using DMT tool is better because it does several validations for errors 
before you can even import.



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Re: List and Fast Thread.

[patchsk]

Just another thought.
Have you had your thread logs turned on.
If yes then do you see lines as new thread has been started.
And those new threads total to the max number of threads you configured?
If yes then  that tells that at some point of time your maxing out your 
threads.
That could be an intermittent duration but at least that tells if  you are 
maxing out at some point of time.
For private RPC it is a setting at the midtier level. So the whole midtier 
uses that private thread.
You cannot have just some users from midtier with one RPC and other users 
from the same midtier with different RPC.
What we have done previously is just build another midtier, set it to 
private port and use it just for integrations.



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Re: Multi-Tenant Approval Signature Escalations

[patchsk]

What you are looking for is a combination of approval chain and SLA 
escalations.
It is not there out of the box. So what ever you end up doing is some 
flavor of custom workflow.
The minimum workflow I could think of is create group including all the 
managers as you mentioned. 
Write an SLA rule against status of the change ticket. 
Usually once all the approvals are done the ticket goes to scheduled.
So your SLA can trigger if the ticket status does not go to scheduled 
during certain time after implementation approvals started  and the action 
it does is to set the flag on some temp field on the change tkt.
Then you can have two filters trigger on that event
1. Sends a notification to CIO or Director
2. Adds an approval signature to change tkt for CIO or Directors. There are 
some command line options available to add approvers to change tkts..

Actually you can just do 1, as in many companies CIO and Directors do not 
even log into remedy.
Usually they reply to the  email requesting their approval with Approve or 
Reject CCing Change Manager or Process admin. 
You can have the system  create a worklog entry that CIO override the 
approval based on his reply to remedy inbox.
And the process admin or change manager can login  to remedy and overrides 
pending approvals. He could add a manual worklog entry that CIO approved it 
if the system did not create one.



>  
>
> Thanks in advance just for reading this message.  If you have any 
> suggestions other than building a custom app, they would be greatly 
> appreciated.
>
>  
>
> Thanks,
>
> * *
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>  
>  Private and confidential as detailed 
> here. 
> If you cannot access hyperlink, please e-mail sender. 
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: New Columns To Web Report Designer

[patchsk]

I think( I might be wrong) the web report designer shows only the fields 
that are on the default view.
So you may have to bring the fields you want to default view and hide them.
I do not have a working ITSM instance with me to validate it.

On Thursday, October 4, 2012 6:28:40 AM UTC-7, Frank Caruso wrote:
>
> ITSM 764 sp2 
>
> Does anybody know how to add new values to the Available Fields list on 
> the new Web report designer form? We have a requirement to include the Help 
> Desk field Support Group Organization as a field that can be used in Web 
> reports. 
>
> Thank you. 
>
> Frank 
>
> ___
>  
>
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>

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Re: SLM Question

[patchsk]

I did a little more digging for my own refresh on this topic.
You can't beat arinside documentation tool for these type of questions.
Thanks to Misi for making it readily available for the group.
As the other post mentioned it is indeed coming from Incident Manager 
functional role of the  Support Group(either Assignee Group or Owner Group) 
based on your SLA configuration.

1) HPD Service Target Escalation filter  creating  a notification record 
with flag 'Functional Role' = "Incident Manager"

2)Notification process getting the email id 

   Form: Schema: [image: schema.gif]
CTM:SupportGroupFunctionalRolePeopleLookUp

Qualification:  
'Support Group 
ID'
 
= $Support Group 
ID$
 
AND 'Functional 
Role'
 
= $Functional 
Role$
 
AND 'Notification 
Availability'
 
= "Yes"


You can validate it from the below workflow.

http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrAssignGrp_888_SetTag.htm

http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrOwnerGrp_890_SetTag.htm
http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNotificationGenerator_899_PNPC~60~21.htm
http://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_303704100.htm



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Re: BOXI needed for ITSM 8.0, 7.6.04

[patchsk]

I agree on your findings.
In my previous organization we had Analytics and Dashboards.
No matter how many OOTB reports or Dashboards that BMC has provided, our 
users always found something that is missing in OOTB reports.
Something that is important for their day to day tasks.
 May be it is a new field, formatting or grouping etc...
The actual OOTB reports usage as it is  less than 5%.
But OOTB reports will tell you what is possible by web reporting, 
analytics, dashboards as a product.
Most of the times we end up creating our own reports some times completely 
new and sometimes build upon an existing OOTB report.



On Tuesday, October 2, 2012 2:00:37 PM UTC-7, Jason Miller wrote:
>
> ** My customers and I agree the CR reports were a bit underwhelming and 
> probably would not be used much.  I was asked by the CM work group to show 
> the out of the box reports and there was disappointment that only a few of 
> the reports would be useful (both CR and web).  The group's thought was BMC 
> would certainly included some out of the box reports that support ITIL best 
> practices.  We only looked at the CM reports so maybe the other areas are 
> better?
>
> Does it seem that customers need a wide variety of reports based on their 
> environment/business?  I wonder if that is why the reports were 
> underutilized?
>
> Following my customer's train of thought do we need to use 
> BMC Analytics to the best practice reports "out of the box?"
>
> Maybe it is time to submit a new 
> Idea
>  to 
> provide best practice reports out of the box with ITSM?  :)
>
> Jason
>
> On Tue, Oct 2, 2012 at 12:28 PM, Easter, David 
> > wrote:
>
>> ** 
>>
>> The Crystal reports are the legacy Crystal based reports that were 
>> delivered in 7.5.01.   They were included as an option in 7.6.04 as a 
>> courtesy/convenience to customers that wanted to continue using 
>> BOXI/Crystal Enterprise integration with the Mid-Tier.   Web Reporting 
>> based reports are obviously the path that OOTB reports will follow in the 
>> future.
>>
>> ** **
>>
>> Many of the reports were converted from 7.5.01 Crystal based reports to 
>> 7.6.0x web reports, but not all.  Some of the legacy reports were found to 
>> be underutilized by customers and thus were not converted.  
>>
>> ** **
>>
>> -David J. Easter
>>
>> Manager of Product Management, AR System
>>
>> BSM & Atrium Solutions Management
>>
>> BMC Software, Inc.
>>
>>  
>>
>> The opinions, statements, and/or suggested courses of action expressed in 
>> this E-mail do not necessarily reflect those of BMC Software, Inc.  My 
>> voluntary participation in this forum is not intended to convey a role as a 
>> spokesperson, liaison or public relations representative for BMC Software, 
>> Inc.
>>
>> ** **
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> ars...@arslist.org ] *On Behalf Of *Jason Miller
>> *Sent:* Tuesday, October 02, 2012 12:09 PM
>> *To:* ars...@arslist.org 
>> *Subject:* Re: BOXI needed for ITSM 8.0, 7.6.04
>>
>> ** **
>>
>> ** There is the option while installing to import the CR reports as 
>> well.  My guess is many customers have both the web and Crystal Reports.*
>> ***
>>
>> ** **
>>
>> This is a screen print from a fresh install of ITSM 7.6.04.  Notice how 
>> the majority of the CM reports are Crystal.  I hope many of there were 
>> converted in 8.0.
>>
>> ** **
>>
>> [image: Inline image 1]
>>
>> ** **
>>
>> Jason
>>
>> ** **
>>
>> On Tue, Oct 2, 2012 at 10:03 AM, Easter, David 
>> > 
>> wrote:
>>
>> ** 
>>
>> Hi Drew,
>>
>>  
>>
>>   Your question is a little twisted, so will try to answer and clarify.**
>> **
>>
>>  
>>
>>   ITSM 7.6.03 and higher provided OOTB reports using the web reporting 
>> capability within AR System – not Crystal/BO.  Prior to that, the reports 
>> were Crystal/Business Object based reports.  You can create new basic 
>> reports in AR System 7.6.03 or above using the web reporting capability 
>> built into AR System.  
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: SQL or Oracle

[patchsk]

Yes it works.
We do it all the time copying db from prod to pre-production environments.
It is a standard task to dbas. No special instructions needed.

On Friday, September 28, 2012 12:24:40 PM UTC-7, Hennigan, Sandra wrote:
>
> BMC guide speaks to SQL but not Oracle. 
>
> Can a backup of Oracle be taken and moved to another environment then ARS 
> be made to point to the database backup? Will this be a capability with 
> Oracle? 
>
> Thank you, 
>
> Sandra Hennigan 
> Remedy Developer 
> Criminal Division | U.S. Department of Justice 
> ☎ (202) 353-0557 
> Mobile: 202-716-0848 
>
> sandra@usdoj.gov  
>
>
>
> -Original Message- 
> From: Action Request System discussion list(ARSList) [mailto:
> ars...@arslist.org ] On Behalf Of Joe Martin D'Souza 
> Sent: Friday, September 28, 2012 3:10 PM 
> To: ars...@arslist.org  
> Subject: Re: SQL or Oracle 
>
> I'm not quite sure I understood your question.. What exactly is your 
> requirement? 
>
> Joe 
>
> -Original Message- 
> From: Hennigan, Sandra 
> Sent: Friday, September 28, 2012 2:28 PM Newsgroups: 
> public.remedy.arsystem.general 
> To: ars...@arslist.org  
> Subject: Re: SQL or Oracle 
>
> Thank you, Lister. I also reviewed the archives. 
>
> For you Oracle users, a question: 
>
> Even with every best intention, keeping Support Group IDs, foundation data 
> etc. matched between Test and Production is difficult so routinely, the 
> production database is backed up and a copy moved to our test environment. 
> Using SQL, this is a simple process. Is this an action I can take with 
> Oracle? 
>
> Sandra Hennigan 
> Remedy Developer 
>
>
> -Original Message- 
> From: Action Request System discussion list(ARSList) 
> [mailto:ars...@arslist.org ] On Behalf Of Joe Martin D'Souza 
> Sent: Friday, September 28, 2012 2:04 PM 
> To: ars...@arslist.org  
> Subject: Re: SQL or Oracle 
>
> I agree about MS-SQL being maintenance light, cheap, and at the same time 
> a 
> fairly robust database, which has a winning point on case sensitivity.. 
>
> But because of the nature of searches and the format data is stored in 
> your 
> organization, if case insensitivity isn't going to buy much and you'll 
> already have a full time Oracle DBA, I would go with Oracle as Oracle 
> tends 
> to be more flexible on certain maintenance standpoints than MS-SQL can 
> ever 
> be to the best of my knowledge.. I'm not even a fully qualified Oracle DBA 
> nor am I a fully qualified MS-SQL DBA, and I find Oracles scripting 
> capacities far more superior than MS-SQL. For e.g. I have in the past been 
> able to script oracle backups and restore, selecting specific parameters 
> to 
> export and import (only structures, only data, only certain tables or 
> views, 
> etc) in scripts that has given me the ability to pretty much replicate 
> production databases minus all the application data.. I really do not 
> think 
> there is a way to do the same in MS-SQL, but then I could be wrong... I 
> just 
> may have not found a way to script that in MS-SQL... 
>
> All in all I agree with most of the comments on this thread as well as one 
> similar to this a few weeks ago, MS-SQL can be fairly cheaper and easier 
> to 
> maintain than Oracle which would need an expensive full time DBA.. 
>
> Joe 
>
> -Original Message- 
> From: Pierson, Shawn 
> Sent: Friday, September 28, 2012 11:23 AM Newsgroups: 
> public.remedy.arsystem.general 
> To: ars...@arslist.org  
> Subject: Re: SQL or Oracle 
>
> SQL Server is cheaper and easier to manage.  It works better when it comes 
> to case sensitivity.  For the amount of users you have, there are no 
> performance advantages or anything when it comes to Oracle.  Basically, 
> Remedy works perfectly fine on both, but you should use whatever you and 
> your DBAs are more comfortable with, and what works on the hardware and OS 
> you are using (e.g. you can't run SQL Server on Linux but you can run 
> Oracle.)  Management should listen at least to the dollars involved if you 
> are purchasing new licenses, as SQL Server Standard is a whole lot cheaper 
> than Oracle. 
>
> Thanks, 
>
> Shawn Pierson 
> Remedy Developer | Energy Transfer 
>
> -Original Message- 
> From: Action Request System discussion list(ARSList) 
> [mailto:ars...@arslist.org ] On Behalf Of Hennigan, Sandra 
> Sent: Friday, September 28, 2012 9:08 AM 
> To: ars...@arslist.org  
> Subject: SQL or Oracle 
>
> All, 
>
> I am setting up a brand new ARS with ITSM. The big decision is whether to 
> go 
> with SQL or Oracle as the backend. 
>
> I prefer SQL; management thinks Oracle. 
>
> Without starting a frightening Friday foray on the List, does anyone (LOL) 
> on the list have an opinion? I really need some feedback with the Pros & 
> Cons of using either DB that I can take to my managers. 
>
> So you know, the system is for an organization that will support about 
> 3000 
> end users (Support staff plus customers). We have the entire ITSM suite to 
> depl

Re: webservice integration via middleware

[patchsk]

How are you planning to integrate between remedy and middleware?
If you use webservices  to talk to middleware, then  your original issue 
still be there unless your transitional issues are related to be able to 
queue up and retry messages so that you wont loose transactions incase of 
connection issues etc..

Regardless I think it is a good approach and will help you scale your 
remedy application.
I think with 16 apps talking to remedy using webservices is worthwhile to 
look into middleware.

We often times come across scenarios where external systems have to adhere 
to remedy web service limitations just because remedy did not have  full 
feature set natively. In the same way remedy cannot use external 
systems web service directly  without translations unless it is very plain 
and simple SOAP webservice.

I have worked in several places where they used webmethods, tibco, custom 
java jms as their middleware.
By introducing the middleware you can overcome majority of those 
limitations. 
These middleware tools are built for the very specific purpose so usually 
they are more versatile and support lot of features or standards that plain 
remedy web services cannot support. The middleware will abstract lot of 
tasks like SSL,Firewalls, corporate security standards, authentication 
etc...
Usually corporate  will have dedicated  middleware teams with the know how 
 and they will take care of those things.
Also you get the added benefits like single point of contact, transactional 
 persistence, queues  and be able to hold and retry transactions incase of 
lost communication, logs etc...

The only draw back  I experienced was since you are  introducing one more 
layer between remedy and external systems you have one more team to 
coordinate for changes or new deployments which could cause potentials 
delays to projects. Additional work of mapping to middle ware and one more 
failure point.

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Re: Use of umlauts in remedy outgoing email address(Ex: volk.büc...@abc.com) causing errors

[patchsk]

Update:
We tried setting the email engine  language parameter to en_US.UTF-8.
Still it did not work and failed for multibyte chars in the To address 
field.
So as others suggested we will  write workflow to filter out multibyte 
characters from the email addresses before it is even read by email engine.
Thanks to everyone for your valuable input.

On Monday, September 17, 2012 12:28:05 PM UTC-7, Grooms, Frederick W wrote:
>
> I believe the problem is that   
> com.bmc.arsys.emaildaemon.arsystem.Language=en_US 
> does not support the unlauts 
>
> I'm thinking (and I could be wrong) that the setting should be the same as 
> the LC_ALL value:  en_US.UTF-8   
>
> Fred 
>
> - Original Message - 
> From: Action Request System discussion list(ARSList) [mailto:
> ars...@arslist.org ] On Behalf Of patchsk 
> Sent: Monday, September 17, 2012 1:32 PM 
> To: ars...@arslist.org  
> Subject: Re: Use of umlauts in remedy outgoing email address(Ex: volk.bü
> c...@abc.com ) causing errors 
>
> ** 
> Here are the parameters. 
>
> Email Engine: 
> com.bmc.arsys.emaildaemon.arsystem.Language=en_US 
> OS = Linux 
>
>
> ARServer: 
> NLS_LANG=american_america.AL32UTF8 
> LC_ALL=en_US.UTF-8 
> OLANG=C 
> OS = Linux 
>
> DB: 
> NLS_LANGUAGEAMERICAN 
> NLS_TERRITORYAMERICA 
> NLS_CHARACTERSETAL32UTF8 
> NLS_NCHAR_CHARACTERSETAL16UTF16 
>
> - Original Message - 
> On Monday, September 17, 2012 11:05:22 AM UTC-7, Grooms, Frederick W 
> wrote: 
> What language do you have the email engine running on (from the 
> EmailDaemon.properties file)?  (And what OS) 
>
> - Original Message - 
> From: Action Request System discussion list(ARSList) [mailto:
> ars...@arslist.org] On Behalf Of patchsk 
> Sent: Monday, September 17, 2012 12:23 PM 
> To: ars...@arslist.org 
> Subject: Use of umlauts in remedy outgoing email address(Ex: volk.bü
> c...@abc.com) causing errors 
>
> ** 
> We have some users in Germany and noticed some of them have umlauts(ü) in 
> their email address.(Ex: volk.büc...@abc.com) 
> While sending notifications to that address from remedy we are seeing 
> errors in remedy logs. 
>
>Message Text   : Email address contains invalid characters.  volk.bü
> c...@abc.com 
>
> What is annoying is when this error happens the whole email is failed. It 
> is not even sending to the other valid email addresses in the To list. 
>
>
> Questions: 
>
> 1. Is this really a valid character in email address field? 
> 2. The error is due to the limitation in remedy email engine or the email 
> server that remedy email engine connects to that actually sends out the 
> email? 
>
>
>
>
> ___
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>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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Re: how to know if an error in the remedy email error logs is from remedy email engine or from an external email server

[patchsk]

Actually we want to avoid creating one email entry per email address inside 
remedy, because it is just slow and it is not designed for bulk email blast.
 We want to hand over that task to email servers that are built for doing 
that.
Our each outgoing email usually contains 500 or more email addresses in CC 
list. And our SLA is usually with in a few minutes once an incident happens 
to send a notification to impacted customer.
I agree it does not matter if it failed at remedy level or at smtp server 
level, the end result is email failed reaching end users. 
It seems like the our smtp server vendor has promised that it can properly 
handle these kind of email address errors.
And single error in an email address is causing the whole email to fail. 
So we want to validate if it is the smtp server issue so that they can 
provide a fix.
We wrote workflow to validate or handle these at remedy level but seems 
like users did not like that when they are handling hundreds of email 
addresses and getting popup errors from remedy when they copy paste from 
their spread sheets.




On Thursday, September 27, 2012 1:14:48 AM UTC-7, Misi Mladoniczky wrote:
>
> Hi, 
>
> If addresses are incorrect, it does not really matter if the email engine 
> or your mail server is the complaining party. The messages are not sent. 
>
> So why do you have characters that are not OK? 
>
> One way to fix this is to send individual emails to each person instead of 
> one email with "," between addresses. 
>
> Just separate the addresses with "return" instead of "," in the 
> Notification-action, and each user will get an individual email. 
>
> 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. 
>
> > There is an ar system email error logs form that records errors. Do you 
> > know the exact error text? If not check this form. 
> > On Sep 27, 2012 12:47 PM, "patchsk" > 
> wrote: 
> > 
> >> ** 
> >> Is there a way to  know if an error in the remedy email error logs  is 
> >> from remedy email engine  or from an external email server that remedy 
> >> connects to like exchange server without turning on debug logs in 
> remedy 
> >> email engine. 
> >> We are seeing remedy outgoing emails failed due to an illegal character 
> >> in 
> >> the To or CC or BCC field. 
> >> An illegal character could be a new line  or space or a multibyte 
> >> character etc.. 
> >> The problem here is the entire email is failing and no one in the To OR 
> >> CC 
> >> or BCC list is receiving the email just because one of the several 
> >> emails 
> >> has a syntax error. 
> >> If there are 10 people in the email address list, no one is receiving 
> >> just 
> >> because one email address has issues. 
> >> So we want to know if this is limitation on remedy email engine side or 
> >> external email server. 
> >> I know may be I need to turn on the email engine debug logs to verify 
> >> it. 
> >> Just want to check with the group before going through the approval 
> >> process to get logs turned on in our production server. 
> >> We do not have a dev env with an exchange server connected. 
> >> This is ARServer 7.1. 
> >> 
> >> 
> >> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
> > 
> > 
> ___
>  
>
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> > 
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Re: how to know if an error in the remedy email error logs is from remedy email engine or from an external email server

[patchsk]

I was talking about the errors in this form only.
For ex:

Message Text   : Email address contains invalid characters.  füll

How to tell if this is actually exchange server error or remedy email 
engine error.



On Thursday, September 27, 2012 1:04:33 AM UTC-7, Karthik wrote:
>
> ** 
>
> There is an ar system email error logs form that records errors. Do you 
> know the exact error text? If not check this form.
> On Sep 27, 2012 12:47 PM, "patchsk" > 
> wrote:
>
>> ** 
>> Is there a way to  know if an error in the remedy email error logs  is 
>> from remedy email engine  or from an external email server that remedy 
>> connects to like exchange server without turning on debug logs in remedy 
>> email engine.
>> We are seeing remedy outgoing emails failed due to an illegal character 
>> in the To or CC or BCC field.
>> An illegal character could be a new line  or space or a multibyte 
>> character etc..
>> The problem here is the entire email is failing and no one in the To OR 
>> CC or BCC list is receiving the email just because one of the several 
>> emails has a syntax error.
>> If there are 10 people in the email address list, no one 
>> is receiving just because one email address has issues.
>> So we want to know if this is limitation on remedy email engine side or 
>> external email server.
>> I know may be I need to turn on the email engine debug logs to verify it.
>> Just want to check with the group before going through the approval 
>> process to get logs turned on in our production server.
>> We do not have a dev env with an exchange server connected.
>> This is ARServer 7.1.
>>
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: Searches button on MT is disabled

[patchsk]

Is it happening for all forms or just a few forms?
Do you have preference server configured in midtier and in ars?

On Thursday, September 27, 2012 12:25:45 AM UTC-7, Vikrant wrote:
>
> Hello everyone, 
>
> I have a small issue here on my development environment I have the 
> Searches button on MT as disabled which is not letting me save any of my 
> search on MT and re run them. On the other hand on production system it is 
> working fine. 
>
> I know I have missed something somewhere but not able to pin point can 
> anyone help me with this? 
>
> AR System, MT both are 7604 SP2 with Windows 2K8 Standard Edition and SQL 
> 2008 R2 DB 
>
> Thanks, 
> Vikrant 
>
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>  
>
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how to know if an error in the remedy email error logs is from remedy email engine or from an external email server

[patchsk]

Is there a way to  know if an error in the remedy email error logs  is from 
remedy email engine  or from an external email server that remedy connects 
to like exchange server without turning on debug logs in remedy email 
engine.
We are seeing remedy outgoing emails failed due to an illegal character in 
the To or CC or BCC field.
An illegal character could be a new line  or space or a multibyte character 
etc..
The problem here is the entire email is failing and no one in the To OR CC 
or BCC list is receiving the email just because one of the several emails 
has a syntax error.
If there are 10 people in the email address list, no one is receiving just 
because one email address has issues.
So we want to know if this is limitation on remedy email engine side or 
external email server.
I know may be I need to turn on the email engine debug logs to verify it.
Just want to check with the group before going through the approval process 
to get logs turned on in our production server.
We do not have a dev env with an exchange server connected.
This is ARServer 7.1.



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Re: FF: What happens to the remedy world on Jan 19, 2038?

[patchsk]

Actually the limitation is on data/time field only.
If you need to store date/times beyond 2038 before remedy could provide a 
fix is split that into two fields(date field, time field). This limitation 
does not apply to date only only fields.

On Wednesday, September 26, 2012 7:13:20 AM UTC-7, Ron Tavares wrote:
>
> ** 
>
> If I may jump in here and come back to Venkat’s initial question, as I 
> believe it is a valid concern.   Remember, this is something that would 
> impact Remedy users much sooner than 2038.  If, (for example), I have  a 
> date field that documents a future event, (such as end-of-life on an asset),  
> It is not inconceivable that I would want to submit a record today, with a 
> future date of Jan, 20, 2038.  So, I have two follow-up questions:
>
> Is this something that is unique to the AR Server environment, or are all 
> systems that run on epoch time going to run into the same problem.
>
> How *is* BMC going to address this?
>
>  
>
> Regards
> .ron
>
> On Wed, Sep 26, 2012 at 3:50 AM, Rajesh Nair 
> 
> > wrote:
>
>> ** 
>>
>> 25 years from i will be in hell looking after CI and asset inventory. 
>> Where class will be people  ;-)
>> On Sep 21, 2012 11:47 PM, "pritch" > wrote:
>>
>>> But if it is around we'll be on version 22.8.51 SP10594  And I'm sure 
>>> there'll be a hot fix buried somewhere we'll all have to do the archaeology 
>>> thing to uncover it.  Plus that's 25+ years from now - how many of us will 
>>> be working with Remedy to have to worry about it?
>>>
>>> - Original Message -
>>> From: "LJ CTR MDA Longwing/IC" >
>>> To: ars...@arslist.org 
>>> Sent: Friday, September 21, 2012 2:04:33 PM
>>> Subject: Re: FF: What happens to the remedy world on Jan 19, 2038?
>>>
>>> I'm pretty sure that the world ends at that momentthat is assuming 
>>> that the world doesn't end on Dec 21st.
>>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList) [mailto:
>>> ars...@arslist.org ] On Behalf Of Maddala, Venkat
>>> Sent: Friday, September 21, 2012 11:56 AM
>>> To: ars...@arslist.org 
>>> Subject: FF: What happens to the remedy world on Jan 19, 2038?
>>>
>>> **
>>>
>>>
>>>
>>> AR System stores date/time values as the integer number of seconds since
>>>
>>> 00:00:00 GMT, January 1, 1970. Dates from January 1, 1970 through 
>>> January 18,
>>>
>>> 2038 GMT are valid in date/time fields.
>>>
>>>
>>>
>>>
>>>
>>> Venkat Maddala
>>>
>>> http://RemediesForRemedy.com 
>>>
>>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>>
>>>
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>>>
>>>
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>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: Help finding Documentation

[patchsk]

I think what you are looking for is Task Phase Mgmt.
Use this feature after testing thoroughly and after setting expectation 
with the users. 
At least in 7.6.03 this feature was error prone and caused confusion with 
the users.
Also if you enable this I think you may have to redo all your change 
templates to use this feature along with templates.

Pg31 ( Configuring TMS Phases) in Task Mgmt Administration Guide. 
http://documents.bmc.com/supportu/documents/34/12/103412/103412.pdf 

Also there is a white paper on this topic.
http://documents.bmc.com/supportu/documents/42/21/194221/194221.pdf 

On Tuesday, September 25, 2012 11:13:23 AM UTC-7, Pargeter, Christie :CO IS 
wrote:
>
> ** 
>
> Hi All – I heard with ITSM 7.6.4 you could have tasks activated at the 
> Planning In Progress stage but I am not seeing how to do that.  If anyone 
> had an idea where the documentation is I would appreciate it or any help 
> around configuring and using this feature.
>
>  
>
>  
>
>  
> --
>
>
> *Christie Pargeter *
> *Legacy Health** ***
>
> *IS - Programming*
>
> *SR Technical Analyst***
>
> cparge...@lhs.org 
>
> *  **1120 Building* 
>
> tel: 503-415-5149
>
>  
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_


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Re: functional role question

[patchsk]

I always use the below tool when I have  a question about the roles or 
permissions in ITSM.
A great tool to keep it in your admin help utilities folder.

https://communities.bmc.com/communities/docs/DOC-9005#comment-7957 


On Monday, September 24, 2012 11:36:35 AM UTC-7, Martinez, Marcelo A wrote:
>
> ** 
>  Hello all,
> I am trying to assign one of my users the functional role that will allow 
> them to create incident mgmt decision tree configurations.  They have the 
> ability to create templates (Support Group Admin). But they cannot see the 
> option to create decision trees or scripts.
> Does anyone know what the role is?
>  
> Thanks,
> Marcelo
>  
>  
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: AREA integration with 2 Active Directories

[patchsk]

You can also feed data into remedy from csv as per your option 2 as well.
Have  some kind of script to get the new/changed records from AD into a 
csv. Have the csv saved into a specific directory in remedy server.
Then you can write  a small shell script to import that data into remedy 
staging forms using arimport command line utility.
You can make this shell script part of cronjob if you want to automate this 
task.

Other option is if you can get the AD data somehow into a database then you 
can have remedy view forms and workflow to query that data and import into 
remedy staging form.

On Thursday, September 20, 2012 10:56:24 PM UTC-7, syed Ziyan wrote:
>
> ** Hi All, 
>
> Currently we are facing a Problem in AREA LDAP Authentication for ITSM 
> 7.6.04
>
> We have One Active Directory with Below information - 
>
> First Name
> Last Name
> Login ID
> Corporate Number
> Email ID
>
> ITSM will be integrated to This AD for Authentication and pull up People 
> Record. 
>
> But in above Active Directory, the Manager's Information is missing. 
>
> We need this Manager's Information available in CTM:People form in order 
> to rout the SRM Approval to Immediate Managers. 
>
> This Information is available in another Active Directory (Manager's Login 
> ID, Name, Email Id)
>
> We need suggestion regarding how to capture the Manager Information by - 
>
> 1. Is it possible to integrate 2 Active Directories? One Active Directory 
> will be used for Password Authentication and the other will be used for 
> manager's information only. 
> 2. Is there any other option to feed Manager's data (Pulling up records in 
> csv and import or something else)
>
>
> Thanks 
> Syed Ziyan
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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