Re: Receiving ARERR 1904 when Attempting to Run Reports

2008-10-15 Thread rdalton
I was able to resolve this issue - here is what I did:

1. Rename the folder 
C:\Program Files\Common Files\Business Objects\3.0 
 To 
C:\Program Files\Common Files\Business Objects\3.0_OLD 

2. Reinstall the Remedy user client.  This forces the install to reinstall
the crystal link. 

3. Checked under Control Panel -> Admin Tools -> ODBC Sources -- if there
are two Remedy ODBC Drivers I removed the older one and left the one which
was installed as part of the reinstallation of the remedy user tool.




Joe DeSouza wrote:
> 
> Can that user run the same report from another machine of a user where it
> works?
> 
> Joe
> 
> 
> - Original Message 
> From: Robert Dalton <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Wednesday, October 15, 2008 1:50:40 PM
> Subject: Receiving ARERR 1904 when Attempting to Run Reports
> 
> Environment is Unix / Oracle / ARS 7.01 / ITSM 7.03
> 
> A user attempts to run a report via the client software and receives this
> error:  An error occurred while generating the Crystal report: 0x80004003
> - Invalid pointer (ARERR 1904).
> 
> The error messages document only states that it is a Crytal error and to
> consult the Crystal documentation.
> 
> Other people can run reports just fine.  I've uninstalled and reinstalled
> the Remedy ODBC driver, and the Remedy client software is this did not
> resolve the problem.  I've looked at the person's profile and everything
> seems fine.  I also had the user type in the server name and port number
> on the Tools->Options->Advanced Tab under reporting server and this did
> not resolve the problem either.
> 
> Has anyone else seen this error before.
> 
> Thanks,
> 
> Robert Dalton
> 
> 
> 
> 
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Re: Error when runing reports via the web [ARERR 9260]

2008-10-09 Thread rdalton
I thought it might be something like that - thank you so much for the quick
response - greatly appreciated!

(btw - sorry to everyone for the double thread - total noob)



Matt Reinfeldt wrote:
> 
> The latter, Robert.  You must have a BOXI server, or Crystal Reports
> Server
> v10 or 11 installed and then you configure your mid-tiers to use it to
> display reports.  All the information is in the Mid-Tier 7.x Guide, since
> you need to install a piece of the Mid-Tier, the Crystal ARWeb Viewer on
> the
> BO/CRS server to handle a part of the interface.
> 
> Good luck!
> 
> Matt R.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of rdalton
> Sent: Thursday, October 09, 2008 8:08 AM
> To: arslist@ARSLIST.ORG
> Subject: Error when runing reports via the web [ARERR 9260]
> 
> Env = Unix Solaris / Oracle / ARS 7.01 / ITSM 7.03
> 
> Customer attemps to run canned report via web interface and receives the
> following error:  Error during processing : ARERR [9260] Report location
> is
> missing from report settings configuration page.  Please see your
> administrator.
> 
> When I look up the error in the Remedy error messages document it states
> this:
> 
>   This error occurs if the location of the Crystal Reports Server XI
> engine
> is not specified in the BMC Remedy Mid Tier Configuration Tool.
> 
> My question is:  Can reporting in ITSM 7 only be performed via the client
> software -OR- is there a way to run reports via a web interface and the
> mid-tier???  If so, how???  Does the Crystal Reader need to be installed
> on
> individual customer's PC's or does Crystal Enterprise need to be installed
> and configured on the mid-tier web server???
> 
> Thanks,
> 
> Robert Dalton
> -- 
> View this message in context:
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> 9898300p19898300.html
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> Nabble.com.
> 
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Error when runing reports via the web [ARERR 9260]

2008-10-09 Thread rdalton
Env = Unix Solaris / Oracle / ARS 7.01 / ITSM 7.03

Customer attemps to run canned report via web interface and receives the
following error:  Error during processing : ARERR [9260] Report location is
missing from report settings configuration page.  Please see your
administrator.

When I look up the error in the Remedy error messages document it states
this:

This error occurs if the location of the Crystal Reports Server XI 
engine
is not specified in the BMC Remedy Mid Tier Configuration Tool.

My question is:  Can reporting in ITSM 7 only be performed via the client
software -OR- is there a way to run reports via a web interface and the
mid-tier???  If so, how???  Does the Crystal Reader need to be installed on
individual customer's PC's or does Crystal Enterprise need to be installed
and configured on the mid-tier web server???

Thanks,

Robert Dalton
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ITSM7 - Work Info Report Showing Incorrect Value

2008-09-26 Thread rdalton
Env: Unix Solaris / Oracle 10g / ARS 7.01 patch 6 / ITSM 7.01 patch 7

Issue: From within an incident - on the Work Info Tab - click on the Report
button and entries that should list Email as the source are listing Customer
Visit.

The source field on the Incident Work Info Tab lists Email as the first
entry with an ID of 1000

The source field on the Work Info Form lists "Customer Visit" as the first
entry with an ID of 1000 and "Email" as the second entry with an ID of 1001.

Now here's the interesting part - Performing a search of the Work Info Form
shows numerous entries all the way up until this morning for both Customer
Visit (ID of 1000) AND Email (ID of 1001).

So it seems that just changing the attributes of the source field on the
Work Info Form may not fix this issue.

Is anyone else seeing this???  Does anyone have any suggestions???

Thanks,

Robert Dalton

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Re: RPC error in Admin Tool when trying to go to File -> Licenses -> Add/Remove Licenses

2008-09-24 Thread rdalton
Gary - the old CITS Remedy System is 4.5.2 - not 5.1

You need to remote into the server and run the admin tool from the server -
both the old user tool and admin tool are installed on the server - they are
not hard to find.

The license information should display correctly and without error on the
server.

Let me know if this works or if you have any other questions.

Thanks,

Robert Dalton



Reiser, John J wrote:
> 
> Do you need it right away?
> 
> I have a 26.1 MB file of the 5.1.2 admin tool.  Can't send that much
> through our email server though.
> 
> John J. Reiser
> Senior Software Development Analyst
> Remedy Administrator/Developer
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased
> by me 
>  
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72
> CS/SCBAH
> Sent: Wednesday, September 24, 2008 1:37 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: RPC error in Admin Tool when trying to go to File ->
> Licenses -> Add/Remove Licenses
> 
> Okay, thanks John, you make a very good point. I figured it was a
> version issue, but forgot they changed the license format.
> 
> I'll see if I can round something up.
> 
> Thanks,
> 
> Gary Opela, Jr.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
> Sent: Wednesday, September 24, 2008 10:39 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: RPC error in Admin Tool when trying to go to File ->
> Licenses -> Add/Remove Licenses
> 
> **
> Gary,
>  
> It's probably because of the change in the License structure from 5.1.2
> to 6.0.
> Your admin tool is looking for the 6.3 version of the arsystem.lic file.
> When you connect Manage User Licenses your are just accessing the cache
> to see who is online, who is registered, etc.
>  
> Do you have an instance of the 5.1.2 admin tool that you can use to read
> the License Keys?
> That would get you into the old version.
>  
> HTH,
> 
> John J. Reiser
> Senior Software Development Analyst
> Remedy Administrator/Developer
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long. 
> Pay close attention and be illuminated by its brilliance. - paraphrased
> by me 
>   
> 
>  
> 
> 
> 
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72
> CS/SCBAH
> Sent: Wednesday, September 24, 2008 10:42 AM
> To: arslist@ARSLIST.ORG
> Subject: RPC error in Admin Tool when trying to go to File -> Licenses
> -> Add/Remove Licenses
> 
> 
> ** 
> 
> All, I'm using admin tool 6.3 p023, my server is 5.1.2 (I'm pretty sure
> it is). This is an old server that is barely used any more.
> 
>  
> 
> I am trying to go to File- -> Licenses -> Add/remove Licenses to see
> what all licenses I have issued. I am getting the following error:
> 
> RPC call failed - RPC:Procedure Unavailable [ARERR 91]
> 
>  
> 
> However, if I try to go to File -> Licenses -> Manager User Licenses, I
> do not have an error, and the license window pops up just fine.
> 
>  
> 
> Does anyone have any idea why I might be getting this error on one of
> the license queries, but not both?
> 
>  
> 
> Thanks,
> 
> 
> Gary Opela, Jr.
> 
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Re: Error When Updating PPL Records in ITSM 7.03 - Invalid Argument

2008-09-11 Thread rdalton
Thanks Tony - Greatly appreciated!


Tony Worthington wrote:
> 
> We identified this as a defect in the user tool and have been working with 
> BMC for many months to resolve the issue.  The fix is due to be included 
> in a future version of the user tool, but I do not know the release or 
> patch/version.
> 
> Feel free to reference our support issue -- ISS03220366 and the defect 
> SW00287129
> 
> 
> -- 
> Tony Worthington
> Sr. Technical Analyst
> Kohl's Department Stores
> [EMAIL PROTECTED]
> 262-703-5911
> 
> 
> 
> rdalton <[EMAIL PROTECTED]> 
> Sent by: "Action Request System discussion list(ARSList)" 
> 
> 09/11/2008 10:21 AM
> Please respond to
> arslist@ARSLIST.ORG
> 
> 
> To
> arslist@ARSLIST.ORG
> cc
> 
> Subject
> Error When Updating PPL Records in ITSM 7.03 - Invalid Argument
> 
> 
> 
> 
> 
> 
> Envirornment: Unix Solaris / Oracle / ARS v7.01 / ITSM v7.03 patch 7
> 
> Several people have received an error message which states "BMC Remedy 
> User
> - An invalid argument was encountered" when attempting to modify people
> records from an incident record. When the error is received the Remedy 
> user
> tool completely locks-up and the user is forced to open windows task 
> manager
> and perform an "end task" and kill the user tool and then re-launch the 
> user
> tool and start all over.
> 
> The error is received intermittenly - we have verified that the error is 
> NOT
> specific to any one person, PC, version of the user tool or people record.
> When the error is received and the user tool killed - the person can
> re-launch Remedy user tool and modify the same people record without any
> problems.
> 
> Please respond and let me know if anyone else has seen this same error and
> any known workaround or fixes.
> 
> Thanks!
> 
> Robert Dalton
> 
> -- 
> View this message in context: 
> http://www.nabble.com/Error-When-Updating-PPL-Records-in-ITSM-7.03---Invalid-Argument-tp19436701p19436701.html
> 
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Error When Updating PPL Records in ITSM 7.03 - Invalid Argument

2008-09-11 Thread rdalton
Envirornment: Unix Solaris / Oracle / ARS v7.01 / ITSM v7.03 patch 7

Several people have received an error message which states "BMC Remedy User
- An invalid argument was encountered" when attempting to modify people
records from an incident record. When the error is received the Remedy user
tool completely locks-up and the user is forced to open windows task manager
and perform an "end task" and kill the user tool and then re-launch the user
tool and start all over.

The error is received intermittenly - we have verified that the error is NOT
specific to any one person, PC, version of the user tool or people record.
When the error is received and the user tool killed - the person can
re-launch Remedy user tool and modify the same people record without any
problems.

Please respond and let me know if anyone else has seen this same error and
any known workaround or fixes.

Thanks!

Robert Dalton

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Re: Adding Status Reason Choices in ITSM7

2008-09-09 Thread rdalton
Thanks Matt - I'll look into the hidden field and VIS forms - greatly
appreciated!

Robert



Matt Worsdell-2 wrote:
> 
> Hi Robert
> 
> No, have a look for the field Status_Reason_Hidden. You'll need to add the
> value here as well.
> 
> If you plan to add Pending values, you need to add data to the VIS:
> prefixed
> forms to enable the Process Accelerator values. The drop down menus near
> the
> top which enable you to move the ticket through the process stages.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of rdalton
> Sent: 09 September 2008 20:02
> To: arslist@ARSLIST.ORG
> Subject: Re: Adding Status Reason Choices in ITSM7
> 
> Hi Matt,
> 
> Are you saying that you cannot just create another status reason record
> and
> have a new menu choice???
> What is the Process Accelerator???  what is the VIS data???  I am not
> familiar with what those are.
> 
> Thanks,
> 
> Robert
> 
> 
> 
> Matt Worsdell-2 wrote:
>> 
>> There is also an integer menu hidden at the bottom, so customisation
>> required.  Also think about impact on the Process Accelerator, so adding
>> Pending values will require update to the VIS data.
>> 
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:[EMAIL PROTECTED] On Behalf Of rdalton
>> Sent: 09 September 2008 19:16
>> To: arslist@ARSLIST.ORG
>> Subject: Adding Status Reason Choices in ITSM7
>> 
>> env: Unix Solaris / Oracle / ARS 7.01 / ITSM 7.01
>> 
>> Hi everyone - 
>> 
>> I'm a newbie to ITSM so hopefully this doesn't sound like a silly
>> question.
>> 
>> I'm wanting to add some new menu choices for the status reason field and
>> didn't know if it is just creating new records in the SYS: Status Reason
>> menu items form or what.
>> 
>> Also - if it is just creating a new record in the status reason menu
>> items
>> form are there any gotchas to look out for such as menu order; selection
>> code; SLM Hold Conditions, etc
>> 
>> Thanks,
>> 
>> Robert Dalton
>> -- 
>> View this message in context:
>>
> http://www.nabble.com/Adding-Status-Reason-Choices-in-ITSM7-tp19398102p19398
>> 102.html
>> Sent from the ARS (Action Request System) mailing list archive at
>> Nabble.com.
>> 
>>
> 
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Re: Adding Status Reason Choices in ITSM7

2008-09-09 Thread rdalton
Hi Matt,

Are you saying that you cannot just create another status reason record and
have a new menu choice???
What is the Process Accelerator???  what is the VIS data???  I am not
familiar with what those are.

Thanks,

Robert



Matt Worsdell-2 wrote:
> 
> There is also an integer menu hidden at the bottom, so customisation
> required.  Also think about impact on the Process Accelerator, so adding
> Pending values will require update to the VIS data.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of rdalton
> Sent: 09 September 2008 19:16
> To: arslist@ARSLIST.ORG
> Subject: Adding Status Reason Choices in ITSM7
> 
> env: Unix Solaris / Oracle / ARS 7.01 / ITSM 7.01
> 
> Hi everyone - 
> 
> I'm a newbie to ITSM so hopefully this doesn't sound like a silly
> question.
> 
> I'm wanting to add some new menu choices for the status reason field and
> didn't know if it is just creating new records in the SYS: Status Reason
> menu items form or what.
> 
> Also - if it is just creating a new record in the status reason menu items
> form are there any gotchas to look out for such as menu order; selection
> code; SLM Hold Conditions, etc
> 
> Thanks,
> 
> Robert Dalton
> -- 
> View this message in context:
> http://www.nabble.com/Adding-Status-Reason-Choices-in-ITSM7-tp19398102p19398
> 102.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
> 
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Adding Status Reason Choices in ITSM7

2008-09-09 Thread rdalton
env: Unix Solaris / Oracle / ARS 7.01 / ITSM 7.01

Hi everyone - 

I'm a newbie to ITSM so hopefully this doesn't sound like a silly question.

I'm wanting to add some new menu choices for the status reason field and
didn't know if it is just creating new records in the SYS: Status Reason
menu items form or what.

Also - if it is just creating a new record in the status reason menu items
form are there any gotchas to look out for such as menu order; selection
code; SLM Hold Conditions, etc

Thanks,

Robert Dalton
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Re: Email Engine will not start -- Failed to load java virtual machine.

2008-09-09 Thread rdalton
Gary - sorry to hear of this problem - glad you were able to get it resolved
with Norm's help :-)



Opela, Gary L CTR USAF AFMC 72 CS/SCBAH wrote:
> 
> It is set up to log in as the Local System Account, so I don't think
> this would be an issue. Thanks though.
> I just found out that my other remedy server is having the same issue.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Feliciano, Ferdinand, A
> (Rocky)
> Sent: Tuesday, September 09, 2008 8:31 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Email Engine will not start -- Failed to load java virtual
> machine.
> 
> ** 
> 
> I had this problem not too long ago and the problem was that the user
> account used to start the email engine got knocked out of the
> administrator group on the server.  Check the user account or the
> service account used to start the service if it's a member of the
> administrator on the local machine.
> 
>  
> 
>  
> 
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72
> CS/SCBAH
> Sent: Tuesday, September 09, 2008 6:23 AM
> To: arslist@ARSLIST.ORG
> Subject: Email Engine will not start -- Failed to load java virtual
> machine.
> 
>  
> 
> ** 
> 
> I'm running java version 1.6.0.7 (java 6 update 7) and remedy version
> 6.3.
> 
> 
> My email engine crashed a few days ago and I cannot get it to come up.
> I'm getting the error:
> 
> The Remedy Email Engine service on Local Computer started and then
> stopped. Some services stop automatically if they have no work to do,
> for example, the Performance Logs and Alerts service.
> 
>  
> 
> There is a chance that my Email Server User's password expired. Just in
> case, I reset his password in Active Directory and in the AR System
> Email Mailbox Configuration Form. I then tried to restart the email
> engine, but it was to no avail. I have not yet restarted remedy, I'm
> trying to avoid that.
> 
>  
> 
> Still, whenever I try to restart the engine, in the event log, I see the
> following three errors:
> 
>  
> 
>  
> 
> Type: Error  Event ID: 4098
> 
> The AR System Email Engine service failed to start.
> 
>  
> 
> Type: Error  Event ID: 4096
> 
> Could not load the Java Virtual Machine
> 
>  
> 
> Type: Error   Event ID: 4097
> 
> The LoadLibrary function failed for the following reason: The specified
> module could not be found.
> 
> .
> 
>  
> 
>  
> 
>  
> 
> It sounds like it's having java errors big time. Does anyone have any
> suggestions? I navigated to my email directory and there were two log
> files, stderr and stdout. Neither of them had any relevant information.
> The arerror.log doesn't say anything either. 
> 
>  
> 
> Thanks,
> 
> 
> Gary Opela, Jr.
> 
>  
> 
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