Re: AR Utilities Saga continues

[remedy]

Folks,
My apologies for not responding to this thread, and for my slow support
recently.

Please note that ARUtilities is still under development. I haven't had as
much time recently as my day (and often night) job has been keeping me
busy, but it seems to be slowing a bit.

There will be a version supporting more recent API calls and features not
available in ARUtilities 8.0. I will post here when it is available.

Thank you to everyone who has supported ARUtilities over the many years.
Please spread the word if you have found ARUtilities helpful in any way.

supp...@arutilities.com
Les Ganton


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

need input about OOTB Chargeback report

[Remedy consultant]

Hello All,

I would like to know about OOTB process for generating charge-back report ?

Regards,

Amit

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Issue after Refresh Interval update

[PCR Remedy]

Hi!



Someone has seen this behaviour?



1) set some search criteria directly in Incident's form like
status=Assigned to Any Group, perform search.

2) Set refresh interval to 1 minute

3) Wait for refresh, if the selected incident moves to other status where
not meet the search criteria the Incident Details go blank, the Result list
may contain or not info.
4) Select any other Incident from Result List Panel, not the very first
record and Remedy apparently shows in Result List the record but in the
Incident Detail the info is from First Record in the result list.

See attach image.

Thanks

Pedro

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Re: AR System server terminated when a signal/exception was received by the server (ARNOTE 20)

[Remedy consultant]

Hello Fred,

But we are using SP4 so ideally this issue( invalid date format element)
should be fixed in this patch.

On Mon, Mar 9, 2015 at 6:43 PM, Grooms, Frederick W 
frederick.w.gro...@xo.com wrote:

 **

 We identified a bug in the XML parsing in SP2 where an invalid date format
 element would cause the server to error (on Linux/Oracle).  I thought it
 was fixed in SP3.  Turn on the Mid-Tier logs and see what the inbound XML
 looks like.



 Fred



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *William Rentfrow
 *Sent:* Saturday, March 07, 2015 5:01 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: AR System server terminated when a signal/exception was
 received by the server (ARNOTE 20)



 **

 I assume you have tested the web service with a third party tool to verify
 that doesn't blow it up?



 You need to turn on logging and find out what that person is actually
 doing with the web service.  You need to make sure their data is all coming
 in formatted correctly too.



 It's odd that a WS call would blow up the server - I suspect there's more
 going on.  Since it's the actual AR server blowing up it has to be trying
 to process something that it really can't handle.



 William Rentfrow

 wrentf...@stratacominc.com

 Office: 715-204-3061 or 701-232-5697x25

 Cell: 715-498-5056



 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Remedy
 consultant
 *Sent:* Saturday, March 07, 2015 11:28 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* AR System server terminated when a signal/exception was
 received by the server (ARNOTE 20)



 **

 Hello All,



 We are having integration with third party application build in .NET with
 Remedy using web servcie. Whenever web service call comes in,We are seeign
 following error in arerror log file :



 AR System server terminated when a signal/exception was received by the
 server (ARNOTE  20)



 AR server version 7.6.04 patch SP4



 DB server is MS SQL 2008 R2 Enterprise.



 OS is window 2008 R2 enterprise.





 Could you please help us identify root cause of this issue ?



 Amit






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Need info about private queue

[Remedy consultant]

Hello All,

We have inegration with third party apllication built in .NET with Remedy.
This integration uses web services to create request in remedy application.

Is there any way to configure private queue directly or indirectly for web
services?

Regards,

Amit

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Re: Need info about private queue

[Remedy consultant]

Hello Kiran,

Can you please elaborate more on this? Yes i agree that we do have web
service plugin .

Regards,

Amit

On Mon, Mar 9, 2015 at 5:43 PM, Hullule, Kiran kiran_hull...@bmc.com
wrote:

 **

 Yes you can , considering you are using webservice plugin and you have
 pluginsvr_config.xml file that has this webservice integration setup.



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* 09 March 2015 17:25
 *To:* arslist@ARSLIST.ORG
 *Subject:* Need info about private queue



 **

 Hello All,



 We have inegration with third party apllication built in .NET with Remedy.
 This integration uses web services to create request in remedy application.



 Is there any way to configure private queue directly or indirectly for web
 services?



 Regards,



 Amit

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Re: Need info about private queue

[Remedy consultant]

Hello LJ,

Thnak you for your reply. So as per your email, i have to configure private
thread queue on AR server and  then i have to do changes in my mid tier
config pages. Can you please tel lme where exactly i have to do these
changes on mid tier. We have 4 mid tier and all are pointing towards one
Load balancer.

Sorry for asking too many questions.

Regards,

Amit

On Mon, Mar 9, 2015 at 6:44 PM, LJ LongWing lj.longw...@gmail.com wrote:

 **
 Amit,
 When a .NET application is consuming a Remedy web service, it is published
 through Mid-Tier server.  Mid-Tier has ability to specify a specific RPC
 Port to communicate onso, the answer to your question is Yeseither
 configure your Mid-Tier to use the specific RPC Port you want, or you could
 even stand up a 'special' Mid-Tier just for Web Services, and utilize this
 Mid-Tier to specify the RPC Port in question...

 Either way, yes, you can do exactly what you are looking for.

 On Mon, Mar 9, 2015 at 5:55 AM, Remedy consultant raccons...@gmail.com
 wrote:

 **
 Hello All,

 We have inegration with third party apllication built in .NET with
 Remedy. This integration uses web services to create request in remedy
 application.

 Is there any way to configure private queue directly or indirectly for
 web services?

 Regards,

 Amit
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Re: Need info about private queue

[Remedy consultant]

Hello LJ,

Is it like i have to configure AR server RPC value on mid tier config page
under AR server setting section? One more thing i would like the share here
is we have configured production application LB name here in AR server
setting so is it going to work ?

I am mainly confused about actual configuration of this change.

Regards,

Amit

On Mon, Mar 9, 2015 at 6:44 PM, LJ LongWing lj.longw...@gmail.com wrote:

 **
 Amit,
 When a .NET application is consuming a Remedy web service, it is published
 through Mid-Tier server.  Mid-Tier has ability to specify a specific RPC
 Port to communicate onso, the answer to your question is Yeseither
 configure your Mid-Tier to use the specific RPC Port you want, or you could
 even stand up a 'special' Mid-Tier just for Web Services, and utilize this
 Mid-Tier to specify the RPC Port in question...

 Either way, yes, you can do exactly what you are looking for.

 On Mon, Mar 9, 2015 at 5:55 AM, Remedy consultant raccons...@gmail.com
 wrote:

 **
 Hello All,

 We have inegration with third party apllication built in .NET with
 Remedy. This integration uses web services to create request in remedy
 application.

 Is there any way to configure private queue directly or indirectly for
 web services?

 Regards,

 Amit
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AR System server terminated when a signal/exception was received by the server (ARNOTE 20)

[Remedy consultant]

Hello All,

We are having integration with third party application build in .NET with
Remedy using web servcie. Whenever web service call comes in,We are seeign
following error in arerror log file :

AR System server terminated when a signal/exception was received by the
server (ARNOTE  20)

AR server version 7.6.04 patch SP4

DB server is MS SQL 2008 R2 Enterprise.

OS is window 2008 R2 enterprise.


Could you please help us identify root cause of this issue ?

Amit

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Need inputs about integration

[Remedy consultant]

Hello All,

I have to work on a client requirement in which i need to integrate
external application (built in .NET) with Remedy.

Could you please suggest best possible way to integrate this
application with remedy? This .NET application will create new tickets
in remedy application.

I know web service is one of the way to integrate. But would like to
know whether .NET API would be a good option to implement this.


Regards,

Amit

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Re: Need inputs about integration

[Remedy consultant]

Hello ,

Thank you for your quick reply.As you suggested that JAVA or .NET api
are good to consider ,i have question for you whether BMC support API
written in .NET .I am worried about maintenance prospective.

I have one more question. Can we have JAVA API to integrate .NET application ?

Sorry for asking too many question.

Regards,

Amit

On 2/3/15, LJ LongWing lj.longw...@gmail.com wrote:
 Well, Amit, considering that there is a .NET API for Remedy, it would make
 sense to look at that as a potential integration point...if that's a
 language you know and understand.  Web service, as you mentioned is another
 optionPerl, Java, C...all have API's that you could use if you
 wantedthere is even a Restful API written against the Java API you
 could utilize if you wanted

 On Tue, Feb 3, 2015 at 8:17 AM, Remedy consultant raccons...@gmail.com
 wrote:

 Hello All,

 I have to work on a client requirement in which i need to integrate
 external application (built in .NET) with Remedy.

 Could you please suggest best possible way to integrate this
 application with remedy? This .NET application will create new tickets
 in remedy application.

 I know web service is one of the way to integrate. But would like to
 know whether .NET API would be a good option to implement this.


 Regards,

 Amit


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Re: need help about stucked CAI:Evetns

[Remedy consultant]

Hello Manoj,
Records are not in Error status. All records which are stuck having status
= In Progress and Return code = Running

Regards,

Amit

On Wed, Jan 7, 2015 at 2:37 PM, Manoj Kumar manoj.anup...@gmail.com wrote:

 **
 Hi Amit,

 First check why the records are getting pilled up, if they are in error
 status you need to correct the SR's and re-process them.

 Thanxs  Regards

 Manoj
 +91 996 223 2006

 On Tue, Jan 6, 2015 at 11:51 PM, Harshad Wagh harshad.w...@vyomlabs.com
 wrote:

 **
 Hi Amit,

 In addition to  SriSamSri Appecherla you can do the following .

 Thread pools for different commands are configured in the CAI:Commands
 form. Configuring thread pools defines dedicated CAI threads for use by the
 specific command. This ensures that requests from a command use only the
 dedicated threads, and performance of other command requests to the CAI is
 not affected.

 you can configure this for the commands that are frequently created in
 CAI:Event Form.

 Thanks and regards
 Harshad Wagh
 Engineer
 Vyom Labs Pvt Ltd.


 On 1/7/2015 12:12 PM, Remedy consultant wrote:

 **
 Sure Will do that and let you know. Meanwhile i have deleted al lrecords
 from CAI:Event and CAI:Eventparam .After that for some time it works fine
 and then again Queue is getting build up.

 On Wed, Jan 7, 2015 at 6:30 AM, SriSamSri Appecherla 
 appecherla@gmail.com wrote:

 **
 Hi Amit,

  I'm assuming you want to bulk trigger all the failed CAI:Event records
 to create fulfilment records.

  1. Try to fix the error(s) which is causing records to get stuck in
 CAI:Events
  2. For one (preferably test record), change the Return Code to Start
 and Save
 3. IF it is a success, if you want to re-trigger all 9000 of them in
 bulk, you can do a modify all on CAI:Events and change the Return Code to
 Start.



   Regards,
  SriSamSri Appecherla
 +61 478877812

 On Tue, Jan 6, 2015 at 8:59 PM, Remedy consultant raccons...@gmail.com
 wrote:

 **
  Hello All,

  We are facing issues with records in CAI:Events. There are almost
 9000 records are stuck in this schema. Due to which lot of records in
 SRM:Requests are stuck in submitted. Could you please help me to identify
 this issue ?

  We can not delete records present in CAI:Events as it is a production
 enviornment.

  Regards,

  Amit
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need help about stucked CAI:Evetns

[Remedy consultant]

Hello All,

We are facing issues with records in CAI:Events. There are almost 9000
records are stuck in this schema. Due to which lot of records in
SRM:Requests are stuck in submitted. Could you please help me to identify
this issue ?

We can not delete records present in CAI:Events as it is a production
enviornment.

Regards,

Amit

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Re: need help about stucked CAI:Evetns

[Remedy consultant]

Sure Will do that and let you know. Meanwhile i have deleted al lrecords
from CAI:Event and CAI:Eventparam .After that for some time it works fine
and then again Queue is getting build up.

On Wed, Jan 7, 2015 at 6:30 AM, SriSamSri Appecherla 
appecherla@gmail.com wrote:

 **
 Hi Amit,

 I'm assuming you want to bulk trigger all the failed CAI:Event records to
 create fulfilment records.

 1. Try to fix the error(s) which is causing records to get stuck in
 CAI:Events
 2. For one (preferably test record), change the Return Code to Start and
 Save
 3. IF it is a success, if you want to re-trigger all 9000 of them in bulk,
 you can do a modify all on CAI:Events and change the Return Code to Start.



 Regards,
 SriSamSri Appecherla
 +61 478877812

 On Tue, Jan 6, 2015 at 8:59 PM, Remedy consultant raccons...@gmail.com
 wrote:

 **
 Hello All,

 We are facing issues with records in CAI:Events. There are almost 9000
 records are stuck in this schema. Due to which lot of records in
 SRM:Requests are stuck in submitted. Could you please help me to identify
 this issue ?

 We can not delete records present in CAI:Events as it is a production
 enviornment.

 Regards,

 Amit
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Error handler in guide

[Remedy Support]

Hello friends,

I have a call guide filter which is having error handler filter enabled.

In the gudie, i have two push fields filters(F1 and F2) which pushes to two
forms FM1 and FM2.

First push field goes fine, but in the second push filter, i am getting an
error.

Now, the problem is that the push to form FM1 is not rolling back. It
should roll back.

I have both the filters  with `! sign.

I have also tried by putting error handler filter into the Filter 1 and 2,
but it did not work.

Please suggest, what can be the  issue.

Thanks a regards

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Sorting in Remedy- Dynamic Sorting query?

[Remedy Support]

Hello All,

I have problem related to sorting in Remedy. I have a web service which
create request in interface form01. On that interface form01  I have a
table field which loops all the incidents  and push into a interfaceform02.
And records from this form 02 are mapped as response to the web service.


With new web  service call, two sort order parameters are passed  sort
order1 and sort order2  ( Incident number, estimated resolved date or
Status) with flag as Assending or decending.

Now based on the information I need to sort the incidents and send back as
a response.

I can create table fields ( say 24 fields) and chose to loop based on the
request, but it is not a best solution.

I need to know how can I dynamically get the incidents from Hpd:helpdesk by
passing sorting field and flag as Accending/decending and send response to
web service.

e.g i will say give a all the incident first sorted by status- Assending
and second sorted by Incident number- decending. With the result, i pass
this information to web service response.

Thanks

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Re: ARERR 102

[Remedy Support]

Thanks Rick,

This is ARERR 102, not the field ID.

Regards

On Thu, Sep 18, 2014 at 5:52 PM, Rick Cook remedyr...@gmail.com wrote:

 **
 If memory serves, Field 102 is the Password field.  Does that lead you
 toward a solution?

 Rick Cook

 On Thu, Sep 18, 2014 at 7:33 AM, Remedy Support sahilbmcrem...@gmail.com
 wrote:

 **
 Hello All,

 I  have deleted a field from the form and added a new field.

 While importing def file from one server to another I am getting the
 following error:

 Required name parameter (or name field in a parameter) is empty ,102

 There is no data on the destination form. This form already exist on the
 destination server.


 Please share your inputs on this issue .


 Thanks



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Re: ARERR 102

[Remedy Support]

Thanks Rick,

Both the source form and destination form are same execpt that in source
form a new image is inserted in an existing control field.

regards


On Fri, Sep 19, 2014 at 10:52 AM, Misi Mladoniczky m...@rrr.se wrote:

 Hi,

 I would check the def-file and search for the deleted/added field id. Try
 the
 XML format as well, as it is easier to read.

 Did you add a field with the same field id as the removed one?

 It might confuse the import functionality that you remove/add the field in
 one
 go.

 Have you tried to remove the field manually before importing the def file?

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

 Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
 * 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.

  Thanks Rick,
 
  This is ARERR 102, not the field ID.
 
  Regards
 
  On Thu, Sep 18, 2014 at 5:52 PM, Rick Cook remedyr...@gmail.com wrote:
 
  **
  If memory serves, Field 102 is the Password field.  Does that lead you
  toward a solution?
 
  Rick Cook
 
  On Thu, Sep 18, 2014 at 7:33 AM, Remedy Support 
 sahilbmcrem...@gmail.com
  wrote:
 
  **
  Hello All,
 
  I  have deleted a field from the form and added a new field.
 
  While importing def file from one server to another I am getting the
  following error:
 
  Required name parameter (or name field in a parameter) is empty ,102
 
  There is no data on the destination form. This form already exist on
 the
  destination server.
 
 
  Please share your inputs on this issue .
 
 
  Thanks
 
 
 
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ARERR 102

[Remedy Support]

Hello All,

I  have deleted a field from the form and added a new field.

While importing def file from one server to another I am getting the
following error:

Required name parameter (or name field in a parameter) is empty ,102

There is no data on the destination form. This form already exist on the
destination server.


Please share your inputs on this issue .


Thanks

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NonUnicode to Unicode testing

[Remedy Support]

Hello All,

We have to test the nonunicode to uncode migration of Remedy ARS 7.6.

Please sahre the possible scenarios that should be considered. or Some
special cases that needs to be tested both from client and web.

OS: windows
Database:Oracle
Remedy ARS 7.6

regards
Sahil

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Re: NonUnicode to Unicode testing

[Remedy Support]

Hello All,

Thanks a lot for the response.

The migration will be performed by some other team, we need to test whether
migration is sucessfull or not.

For this I have created some test cases for testing using remedy client and
web,

So I would request few of those scenarios (only test scenarios) so that I
am confident that the unicode migration is sucessfull.

regards
Sahil

On Wed, Sep 17, 2014 at 11:56 AM, Misi Mladoniczky m...@rrr.se wrote:

 Hi,

 1. Use the API to transfer both DATA and your Application (DEF-files).

 2. When transering data through the API, it is good to make set Client
 Charset
 to UTF-8, otherwise your data might get corrupted.

 I have typically used RRR|Chive to do this. Just add a parameter in the
 rrrchive config file saying clientcharset=UTF-8.

 The problem you could encounter is that wide characters take up more space.
 For example a Swedish character Å might take two bytes in the database.
 So
 some strings might not fit in the Unicode system even thought it fit in the
 old system. In this case you can increase the size of these fields, or
 truncate your data.

 If you use a good API-program for the transer, you will be notified on
 errors
 where the data did not fit. Which record it is, and which field.

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

 Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
 * 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.

  Hello All,
 
  We have to test the nonunicode to uncode migration of Remedy ARS 7.6.
 
  Please sahre the possible scenarios that should be considered. or Some
  special cases that needs to be tested both from client and web.
 
  OS: windows
  Database:Oracle
  Remedy ARS 7.6
 
  regards
  Sahil
 
 
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 Where the Answers Are, and have been for 20 years


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Re: ARS forms and number of records

[remedy]

Hi Saurabh,
ARUtilities will allow you to search for all forms that contain data. Then
you can Right-Click and choose Count. This is just one of the tools
included with ARUtilities.

Download free at:
http://www.arutilities.com


 Hi All,

 I would really like to know whether we have a tool or way of getting to
 know
 all forms (tables) and the number of records present in those forms
 (tables)

 I am aware of the backend (oracle) queries which will do, but since the
 number of forms are too may hence wanted to know if i it can be achieved
 by
 some tool.

 ARS v : 7.1.01
 OS: Solaris
 DB: Sybase

 Regards,
 Saurabh



 --
 View this message in context:
 http://ars-action-request-system.1.n7.nabble.com/ARS-forms-and-number-of-records-tp117553.html
 Sent from the ARS (Action Request System) mailing list archive at
 Nabble.com.

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Re: Development: AR Server Configuration

[Remedy]

Or is this in the web and it might be that mid-tier setting that restricts
items returned.

 

hbr 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Monday, March 24, 2014 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Development: AR Server Configuration

 

** 

Kathy,

Do you see 'only' 1000 or chunks of 1000 with a drop down menu?  Chunks are
controlled on the form under Properties / Result List.

Susan

 

On Mon, Mar 24, 2014 at 2:41 PM, Kathy Morris kathymorris...@aol.com
mailto:kathymorris...@aol.com  wrote:

** 

Hi All,

 

On the development server, I modified the server configuration max entries
GetList entries to 15,000.

However, for some reason I can still only see 1,000 entries for search
results.  

I looked in ar.cfg however I did not see anything unusual.

Is there another setting that is possibly hard-coded to return only 1,000
entries? 

Troubleshooting data issues is difficult since the developers can only see
1,000 entries.

 

_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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Active Links execute on client side

[Remedy]

Hello Guys,

Hope you all are doing great and get back to work after a long vacation.

Is has been said and I am also listening that active links execute on client 
side then how do they interact with server ??? If the statement Active links 
execute on client side is true then why does server is involved in its 
execution ? 

I know it requires user permissions, execute on client side, triggered by user 
and bla bla bla but why server is involved in its execution? Seems to be a 
stupid question but not clear to me.

Appreciate your thoughts and inputs.

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OT: ARUtilities 8.0 sale ending

[remedy]

Hey Folks,
I would like to thank everyone for your amazing support for ARUtilities.
This application has been going strong for many years. So many of you have
provided great comments and suggestions. Those great comments and
suggestions have made ARUtilities what it is today. Please keep letting me
know of any enhancements that would make your job easier.

I want to give you a chance to grab your copy before the sale ends.

download your copy at:
http://www.arutilities.com

Send feedback and requests to:
feedb...@arutilities.com

Thank you again for all your support!
Les

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Re: Friday Special, The First Post to the ARSList

[remedy]

You folks have me by a few years. I remember how difficult development
was. Troubleshooting and finding what you were looking for took a wee bit
of time. This is why I began development on ARUtilities. It saved us a lot
of time as new features were added. Later on my colleagues suggested I
share it with the Remedy community. It's nice to know that Remedy is still
going strong, and it has been a fun ride.

And Thank You Dan for this list, it has helped me many times over the years.


 Hi Dan  Fred,

 This brings back memories.

 Though I've only been a very infrequent participant in the ARSList
 (something I've been lately trying to change), I've been working with ARS
 for nearly as long.  I was with Brookhaven National Lab (home of the RHIC)
 back in the 93-94 timeframe when we bought ARS at version (something like)
 1.2b.  I was the lead developer on our own project to implement our own
 Help Desk.

 In those days object names were only 30 characters in length, and the
 Admin
 tool didn't allow for detailed listing, so you only had the names to go
 by.  Imagine (or recollect) looking at the list of, say, filters for all
 forms and not knowing which filter goes with which form, what triggers
 they'd fire on, or what order they'd fire.  Good naming conventions were
 critical.

 There were no table fields and a more limited set of field data types.
 And
 if I remember correctly, no trim fields either.

 There also was no shared workflow, but I've come to think that shared
 workflow was a mistake anyway.

 Yes, Fred, I also remain 100% custom, though I think I installed some of
 ITSM once a long time ago...this doesn't count against me, does it?  ;)

 -charlie


 On Fri, Feb 14, 2014 at 1:13 PM, Grooms, Frederick W 
 frederick.w.gro...@xo.com wrote:

 **

 I wonder how many List members are from 2000 or earlier



 Some of us are still 100% pure custom (no CMDB, no ITSM)

 Fred



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Daniel
 *Sent:* Friday, February 14, 2014 3:04 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* ADM: Friday Special, The First Post to the ARSList



 **

 Well, me being me I have chosen a random Friday for this. I was a bit
 busy
 on the true anniversary date.

 So, for fun, I thought I would repost the first post to the ARSlist,
 which
 of course was me. I took the liberty of correcting my spelling errors.



 For the newbies on the list, the ones that joined after around 1995,
 originally there was no Help Desk or ITSM suite, at some point Remedy
 Corp.
 created a Help Desk template. We created our own Help Desk from scratch,
 which of course with the Remedy Admin tool didn't take long J 21 years
 ago we had a 3.5GL that provided more functionality to developers than
 Service Now has created so far for it's developers, but I digress.



 ... Dan



 -



 Date: Tue, 2 Nov 1993 10:03:20 -0500

 From: Daniel Bloom, Senior Consultant, CCIS/Help Services 
 dan...@yorku.ca

 Subject: Welcome

 To: arsl...@orion.yorku.ca

 Errors-To: postmas...@orion.yorku.ca

 Reply-To: arsl...@orion.yorku.ca

 Message-Id: 9311021003.zm18...@afep.yorku.ca

 X-Envelope-To: d...@remedy.com

 X-Mailer: Z-Mail (2.1.5 20sep93)

 Status: RO





 I've just noticed that there are currently 27 registrants to the list,
 but
 no

 one has ever sent a note to it! Hence this note.



 Welcome to the ARS List, primarily for the discussion of ARS related
 issues by

 those members of the HelpDesk list that are running this product. It is
 *not*

 meant to replace the HelpDesk list, nor act as a clearing house of
 problems

 that should be directed to Technical Support at

 Remedy Corp. Sometimes it

 could be quicker than waiting for a response from Remedy Corp. and
 obviously

 we have the practical experience in using the product for real world
 situations.





 The first item that should be taken care of is the following:



 I invited Remedy Corporation to join us. They are represented by Doug
 Mueller,

 I believe officially a VP of the company, but in reality the backbone of
 the

 creation of the product. We couldn't do better.



 I warned Doug that if Remedy listens to, or at their own discretion

 participates in, discussions that they will have to take the bad with
 the
 good,

 and without retribution if they don't like what we say.



 Since it was an arbitrary decision by me to include them, I would like a
 vote

 on the subject. Could you all send a vote in to dan...@yorku.ca

 on Remedy inclusion/exclusion.



 Also, we should decide on posting a list to the list of all our members
 from

 time to time so we know who we all are. Perhaps if you all include
 whether

 you agree/disagree with posting a list to this list.



 Once again, welcome to you all, and I look forward to a useful and fun
 exchange

 of information.



 Just a quick statement of our use. We purchased the product around April
 1992,

 and went

OT: ARUtilities 8.0

[remedy]

Hey Folks,
ARUtilities 8.0 is available for a limited time at a great new price!

As always it's free to try.
download your copy from:
http://www.arutilities.com

Comments are always welcome.
feedb...@arutilities.com

Thank you
Les Ganton

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Re: Need help about IVR integration

[Remedy consultant]

Hello Jason,

Thank you for your reply. I would go thorugh yuor link to read it further.I
would also check wheter incident needs to be created before call routing or
after call routing.

 Regards,

Amit B.

On Tue, Dec 3, 2013 at 12:05 PM, Jason Miller jason.mil...@gmail.comwrote:

 **
 By looking at your description I am seeing mostly Remedy workflow here.
  You need Avaya to open a form with some context and from there it is
 Remedy workflow to query customer info and start a ticket getting it ready
 to submit.  Can Avaya open a URL with variable parameters on a support
 agent's desktop?

 We did this with Cisco CallManager.  CallManager prompts the user if they
 have a ticket number and when the call is routed the Cisco agent on the
 Service Desk rep's desk opens a browser window using a URL we designed to
 open a dialog window and get info about the customer's Incident.  We could
 have easily automatically looked up a user's info by their extension even
 if they don't enter a ticket number but a large majority of our customers
 do not have a dedicated line so we decided it wan't worth pursuing.

 Hmmm.  Re-reading your description I guess there could be a desire to
 create a ticket before the call is even routed.  In that case what I
 described doesn't work and api or web services is the way to go.  Then you
 will have an issue getting the ticket to automatically show up on the
 support agent's screen.  This is where the Ides Use Push Technology for
 creating real-time Remedy 
 Applicationshttps://communities.bmc.com/ideas/3406would be very useful.

 Jason


 On Tue, Dec 3, 2013 at 3:10 AM, Ali A. Musa amus...@stc.com.sa wrote:

 **



 The solution

 1.   Create a web-service ate the AR-System

 2.   Using Java you can update the AR-System and your IVR if there
 Java-API

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* Tuesday, December 03, 2013 12:53 PM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Need help about IVR integration



 **

 Hello Ali,



 We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001.



 But i do not have answer for your rest of the questions.



 With Regards,



 Amit B.

 On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa amus...@stc.com.sa wrote:

 **

  I made intergation between RMEDY-6 and IVR using C-API then JAVA-API
 from IVR and interfacing with webservioce at REMEDY, hence there a list of
 questions



 1- What REMEDY version you are workin with

 2- Does AVYA allow API calls, ANSI-C or java to read he translation and
 make the necessary workflow

 2- Does AVAY support web-service integration (i.e. web-based application,
 run under web-server, )


  --

 *From:* Action Request System discussion list(ARSList) [
 arslist@ARSLIST.ORG] on behalf of Remedy consultant [raccons...@gmail.com
 ]
 *Sent:* Monday, December 02, 2013 4:42 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Need help about IVR integration

 **

 Hello ,



 Thnak you for your reply.



 Here my customer is looking for Integrating IM module with IVR using
 avaya. here is the thing we are looking for:



 1) Customer calls help desk and he would hear the message like please
 enter your ID followed by # sign.



 2) as soon as it is done ,system would show pop up window which will
 contain customer ID as well as other details like language and location
 related to customer.ideally system whould extract it based on ID.



 3) then Agent would insert text related to an issue and he would press
 save button present on pop up window.



 4) then Incident should get created.





 As per my understanding in this case every agent should have Avaya agent
 installed on his/her machine. Please correct me if i am wrong.



 I need help to understand what are the task which needs to be done from
 Remedy side and from avaya side.



 Kindly waiting for your reply.



 With Regards,



 Amit B.



 On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W 
 frederick.w.gro...@xo.com wrote:

 **

 What type of integration are you asking for?



 Examples

   When a call comes in and is answered by a rep are you looking to “pop”
 the screen of the rep with the caller’s information?

After the call is complete do you wish to add data to the ticket about
 call timing?

Do you want the ability for a user in ITSM to have the IVR system make
 the call for them (ARS triggering the user’s phone to dial the number)?





 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* Thursday, November 21, 2013 6:12 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Need help about IVR integration



 **

 Hello All,



 We are working on requirement about integrating IVR with ITSM . Does
 anybody has any document which could be helpfull for us during the
 implementation ?



 As per my understanding Avaya has it's own API which can push data

Re: Need help about IVR integration

[Remedy consultant]

Hello Ali,

We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001.

But i do not have answer for your rest of the questions.

With Regards,

Amit B.

On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa amus...@stc.com.sa wrote:

 **

  I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from
 IVR and interfacing with webservioce at REMEDY, hence there a list of
 questions



 1- What REMEDY version you are workin with

 2- Does AVYA allow API calls, ANSI-C or java to read he translation and
 make the necessary workflow

 2- Does AVAY support web-service integration (i.e. web-based application,
 run under web-server, )


  --
 *From:* Action Request System discussion list(ARSList) [
 arslist@ARSLIST.ORG] on behalf of Remedy consultant [raccons...@gmail.com]
 *Sent:* Monday, December 02, 2013 4:42 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Need help about IVR integration

   **
 Hello ,

 Thnak you for your reply.

 Here my customer is looking for Integrating IM module with IVR using
 avaya. here is the thing we are looking for:

 1) Customer calls help desk and he would hear the message like please
 enter your ID followed by # sign.

 2) as soon as it is done ,system would show pop up window which will
 contain customer ID as well as other details like language and location
 related to customer.ideally system whould extract it based on ID.

 3) then Agent would insert text related to an issue and he would press
 save button present on pop up window.

 4) then Incident should get created.


 As per my understanding in this case every agent should have Avaya agent
 installed on his/her machine. Please correct me if i am wrong.

 I need help to understand what are the task which needs to be done from
 Remedy side and from avaya side.

 Kindly waiting for your reply.

 With Regards,

 Amit B.

 On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W 
 frederick.w.gro...@xo.com wrote:

 **

 What type of integration are you asking for?



 Examples

   When a call comes in and is answered by a rep are you looking to “pop”
 the screen of the rep with the caller’s information?

After the call is complete do you wish to add data to the ticket
 about call timing?

Do you want the ability for a user in ITSM to have the IVR system
 make the call for them (ARS triggering the user’s phone to dial the number)?





 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* Thursday, November 21, 2013 6:12 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Need help about IVR integration



 **

 Hello All,



 We are working on requirement about integrating IVR with ITSM . Does
 anybody has any document which could be helpfull for us during the
 implementation ?



 As per my understanding Avaya has it's own API which can push data into
 either staging form or Hpd:help Deks form ? Please correct me if i am
 wrong.



 Regards,



 Amit B.




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


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

 The information in this email may contain confidential material and it is
 intended solely for the addresses. Access to this email by anyone else is
 unauthorized. If you are not the intended recipient, please delete the
 email and destroy any copies of it, any disclosure, copying, distribution
 is prohibited and may be considered unlawful. Contents of this email and
 any attachments may be altered, Statement and opinions expressed in this
 email are those of the sender, and do not necessarily reflect those of
 Saudi Telecommunications Company (STC).
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Re: Need help about IVR integration

[Remedy consultant]

Hello Ali,

Sorry for asking too many questions.


2.   Using Java you can update the AR-System and your IVR if there
Java-API
Comment: correct me if i am wrong , don't we need to have Avaya client
installed on all Agents machine? Ideally Avaya API should get trigger when
user calls User service desk.

Please correct me if i am wrong.

Regards,

Amit B.

On Tue, Dec 3, 2013 at 6:10 AM, Ali A. Musa amus...@stc.com.sa wrote:

 **



 The solution

 1.   Create a web-service ate the AR-System

 2.   Using Java you can update the AR-System and your IVR if there
 Java-API

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* Tuesday, December 03, 2013 12:53 PM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Need help about IVR integration



 **

 Hello Ali,



 We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001.



 But i do not have answer for your rest of the questions.



 With Regards,



 Amit B.

 On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa amus...@stc.com.sa wrote:

 **

  I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from
 IVR and interfacing with webservioce at REMEDY, hence there a list of
 questions



 1- What REMEDY version you are workin with

 2- Does AVYA allow API calls, ANSI-C or java to read he translation and
 make the necessary workflow

 2- Does AVAY support web-service integration (i.e. web-based application,
 run under web-server, )


  --

 *From:* Action Request System discussion list(ARSList) [
 arslist@ARSLIST.ORG] on behalf of Remedy consultant [raccons...@gmail.com]
 *Sent:* Monday, December 02, 2013 4:42 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Need help about IVR integration

 **

 Hello ,



 Thnak you for your reply.



 Here my customer is looking for Integrating IM module with IVR using
 avaya. here is the thing we are looking for:



 1) Customer calls help desk and he would hear the message like please
 enter your ID followed by # sign.



 2) as soon as it is done ,system would show pop up window which will
 contain customer ID as well as other details like language and location
 related to customer.ideally system whould extract it based on ID.



 3) then Agent would insert text related to an issue and he would press
 save button present on pop up window.



 4) then Incident should get created.





 As per my understanding in this case every agent should have Avaya agent
 installed on his/her machine. Please correct me if i am wrong.



 I need help to understand what are the task which needs to be done from
 Remedy side and from avaya side.



 Kindly waiting for your reply.



 With Regards,



 Amit B.



 On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W 
 frederick.w.gro...@xo.com wrote:

 **

 What type of integration are you asking for?



 Examples

   When a call comes in and is answered by a rep are you looking to “pop”
 the screen of the rep with the caller’s information?

After the call is complete do you wish to add data to the ticket about
 call timing?

Do you want the ability for a user in ITSM to have the IVR system make
 the call for them (ARS triggering the user’s phone to dial the number)?





 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* Thursday, November 21, 2013 6:12 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Need help about IVR integration



 **

 Hello All,



 We are working on requirement about integrating IVR with ITSM . Does
 anybody has any document which could be helpfull for us during the
 implementation ?



 As per my understanding Avaya has it's own API which can push data into
 either staging form or Hpd:help Deks form ? Please correct me if i am
 wrong.



 Regards,



 Amit B.





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


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

 The information in this email may contain confidential material and it is
 intended solely for the addresses. Access to this email by anyone else is
 unauthorized. If you are not the intended recipient, please delete the
 email and destroy any copies of it, any disclosure, copying, distribution
 is prohibited and may be considered unlawful. Contents of this email and
 any attachments may be altered, Statement and opinions expressed in this
 email are those of the sender, and do not necessarily reflect those of
 Saudi Telecommunications Company (STC).

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


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

 The information in this email may contain confidential material and it is
 intended solely for the addresses. Access to this email by anyone else is
 unauthorized. If you are not the intended recipient, please delete the
 email and destroy any copies of it, any disclosure, copying, distribution
 is prohibited

Re: Need help about IVR integration

[Remedy consultant]

Hello ,

Thnak you for your reply.

Here my customer is looking for Integrating IM module with IVR using avaya.
here is the thing we are looking for:

1) Customer calls help desk and he would hear the message like please enter
your ID followed by # sign.

2) as soon as it is done ,system would show pop up window which will
contain customer ID as well as other details like language and location
related to customer.ideally system whould extract it based on ID.

3) then Agent would insert text related to an issue and he would press save
button present on pop up window.

4) then Incident should get created.


As per my understanding in this case every agent should have Avaya agent
installed on his/her machine. Please correct me if i am wrong.

I need help to understand what are the task which needs to be done from
Remedy side and from avaya side.

Kindly waiting for your reply.

With Regards,

Amit B.

On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W 
frederick.w.gro...@xo.com wrote:

 **

 What type of integration are you asking for?



 Examples

   When a call comes in and is answered by a rep are you looking to “pop”
 the screen of the rep with the caller’s information?

After the call is complete do you wish to add data to the ticket about
 call timing?

Do you want the ability for a user in ITSM to have the IVR system make
 the call for them (ARS triggering the user’s phone to dial the number)?





 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* Thursday, November 21, 2013 6:12 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Need help about IVR integration



 **

 Hello All,



 We are working on requirement about integrating IVR with ITSM . Does
 anybody has any document which could be helpfull for us during the
 implementation ?



 As per my understanding Avaya has it's own API which can push data into
 either staging form or Hpd:help Deks form ? Please correct me if i am
 wrong.



 Regards,



 Amit B.




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

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Need help about IVR integration

[Remedy consultant]

Hello All,

We are working on requirement about integrating IVR with ITSM . Does
anybody has any document which could be helpfull for us during the
implementation ?

As per my understanding Avaya has it's own API which can push data into
either staging form or Hpd:help Deks form ? Please correct me if i am
wrong.

Regards,

Amit B.

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Re: getting error while saving the active link in developer studio.

[Remedy consultant]

Hello,

I tried to remove all permission of AL and added it again. but same warning
appears again. Because of this issue , newly added field mapping in push
field( in same AL push action) is not working. Any idea how to get rid of
this warning/issue?

Regards,

Amit B.

On Sat, Nov 16, 2013 at 11:17 AM, Brent Goodman rem...@rowshay.com wrote:

 **
 I get this type of error all the time when duplicating OOB workflow for
 custom work we are building.

 Just go I to the permissions and hit the double arrow to remove all
 permissions and then manually add them back.

 There are permissions that you can't see, but the remove all seems to get
 rid of them.

 Once doing that, everything saves with out error.

 I think it has so etching to do with deployable applications or something.

 Sent from my iPhone

 On Nov 16, 2013, at 6:34 AM, LJ LongWing lj.longw...@gmail.com wrote:

  **

 The warning should be gone, as it indicates, it should have removed the
 problem permission on modification, you should only see it again on other
 objects with the same problem.
 On Nov 15, 2013 11:21 PM, Remedy consultant raccons...@gmail.com
 wrote:

 **
 Hello ,

 Thank you for your reply.

 Now, the question, if you close and re-open the Active Link in question,
 are the changes you specified still in it?

 Answer : Yes when i reopen same AL ,my changes stil present in it. Could
 you please let me know how to get rid of this warning?

 Regards,

 Amit B.


 On Sat, Nov 16, 2013 at 1:23 AM, LJ LongWing lj.longw...@gmail.comwrote:

 **
 Amit,
 That error comes when an Active Link belongs to a deployable
 application, and that application had a role, and that role was given
 permissionsthen at some later time, that role was removed from the
 application, but the permission was never stripped from the ALso the
 next time the AL is opened and saved, it checks to verify the permissions,
 finds that they are 'invalid', and is supposed to strip the permission from
 the ALI believe it's a warning, not an error, with the distinction that
 an error would stop the saving, where a warning allows the save

 Now, the question, if you close and re-open the Active Link in question,
 are the changes you specified still in it?


 On Fri, Nov 15, 2013 at 12:28 PM, Remedy consultant 
 raccons...@gmail.com wrote:

 **
  Hello All,

 I am facing an issue while trying to save active link. I am opening an
 existing active link and adding one more push field in existing Push field
 action. Then when i try to save that active link , i am getting following
 pop up :

  Group having ID :-20,000 does not exist on the server. This group has
 been removed from the permission list.,  5309

 when i press Okbutton present on popup, same active link gets saved.
 But data never get pushed into newly added field .

 Could you please help me to sort out this issue?

 I am using ITSM 7.6.00 Patch 1 and ARS version is 7.5 Patch 8.

 Kindly waiting for the reply.

 Regards,

 Amit B.
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getting error while saving the active link in developer studio.

[Remedy consultant]

Hello All,

I am facing an issue while trying to save active link. I am opening an
existing active link and adding one more push field in existing Push field
action. Then when i try to save that active link , i am getting following
pop up :

Group having ID :-20,000 does not exist on the server. This group has
been removed from the permission list.,  5309

when i press Okbutton present on popup, same active link gets saved. But
data never get pushed into newly added field .

Could you please help me to sort out this issue?

I am using ITSM 7.6.00 Patch 1 and ARS version is 7.5 Patch 8.

Kindly waiting for the reply.

Regards,

Amit B.

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Re: getting error while saving the active link in developer studio.

[Remedy consultant]

Hello ,

Thank you for your reply.

Now, the question, if you close and re-open the Active Link in question,
are the changes you specified still in it?

Answer : Yes when i reopen same AL ,my changes stil present in it. Could
you please let me know how to get rid of this warning?

Regards,

Amit B.


On Sat, Nov 16, 2013 at 1:23 AM, LJ LongWing lj.longw...@gmail.com wrote:

 **
 Amit,
 That error comes when an Active Link belongs to a deployable application,
 and that application had a role, and that role was given
 permissionsthen at some later time, that role was removed from the
 application, but the permission was never stripped from the ALso the
 next time the AL is opened and saved, it checks to verify the permissions,
 finds that they are 'invalid', and is supposed to strip the permission from
 the ALI believe it's a warning, not an error, with the distinction that
 an error would stop the saving, where a warning allows the save

 Now, the question, if you close and re-open the Active Link in question,
 are the changes you specified still in it?


 On Fri, Nov 15, 2013 at 12:28 PM, Remedy consultant 
 raccons...@gmail.comwrote:

 **
 Hello All,

 I am facing an issue while trying to save active link. I am opening an
 existing active link and adding one more push field in existing Push field
 action. Then when i try to save that active link , i am getting following
 pop up :

 Group having ID :-20,000 does not exist on the server. This group has
 been removed from the permission list.,  5309

 when i press Okbutton present on popup, same active link gets saved.
 But data never get pushed into newly added field .

 Could you please help me to sort out this issue?

 I am using ITSM 7.6.00 Patch 1 and ARS version is 7.5 Patch 8.

 Kindly waiting for the reply.

 Regards,

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


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Re: BIRT Reports and Layout (Orientation)

[Kumar, Amit (Remedy-Dev Studio RD)]

There is already a defect filed on BIRT.

Here is the link.
https://bugs.eclipse.org/bugs/show_bug.cgi?id=256722   [Bug 256722 - Print 
result is not in landscape orientation If setting it in master page]

Regards,
Amit Kumar

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: 25 October 2013 01:09
To: arslist@ARSLIST.ORG
Subject: Re: BIRT Reports and Layout (Orientation)

That's what I think.  I think it goes beyond the browser (because I set it at 
landscape and didn't work) and it's at the printer level.  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bruce
Sent: Thursday, October 24, 2013 3:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: BIRT Reports and Layout (Orientation)

**
Lisa,
 
Here is a link of some resources, but I can't find anything that indicates a 
page layout not displaying on the web page properly.  I am wondering if it is 
related to the browser and not the report itself??
 
http://wiki.eclipse.org/Category:BIRT
 
I will see what else I can find.
 
Bruce


On Thu, Oct 24, 2013 at 12:22 PM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
lisa.kemes@dla.mil wrote:


** 

Hello!

 

Any BIRT gurus out there?  I have my report set up as landscape on the 
MasterPage (and everywhere else I can find), but when I try to print my report 
in MidTier (via IE) it's Portrait.  The only way I can force to landscape is 
doing it through the printer settings when the printer options come up when 
printing the report (try explaining to an end user all the steps needed to 
change it to Landscape through the printer settings).

 

It doesn't even work when I change the IE Printer Settings to 
landscape, only the printer settings.

 

It's a pain...

 

Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437

Cell Phone: (717) 602-9460

lisa.ke...@devtechnology.com

 

 

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Re: Need help to resolve this issue

[Remedy consultant]

Hello ,

This is structured email interface. Email template contain instruction like
Action = Submit and i have also mention schema name. i have checked email
template and we are not using request ID (1) field.

Regards,

Amit B
On Fri, Oct 18, 2013 at 6:11 PM, Joel Sender jdsen...@earthlink.net wrote:

 **

 Maybe:

 **1.   **Check to see if workflow is pushing to another form, which
 could be the Field 1 in the error

 **2.   **Verify workflow isn’t attempting to write to Field 1:
 ‘pushing all fields’ shouldn’t include Field 1 

 ** **

 *Joel***

 Joel Senderjdsen...@earthlink.net310.829.5552

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* Friday, October 18, 2013 10:55 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Need help to resolve this issue

 ** **

 ** 

 Hello ,

  

 Request ID (ID is 1) has three permissions i.e. Submitter ,Public and
 Assignee. Whereas user (created for this email interface) has admin
 permission and fixed license. 

  

 Regards,

  

 Amit B.

 On Fri, Oct 18, 2013 at 1:51 PM, Pargeter, Christie :CO IS 
 cparg...@lhs.org wrote:

 ** 

 Did you make sure that at least one security group the email account has
 access to field 1 on the form?

  

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* Friday, October 18, 2013 10:43 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Need help to resolve this issue

  

 ** 

 Hello All,

  

 We have structured email interface (using template) .We are on ARS 7.1
 version. 

  

 It was working fine till yesterday but it is not working. Whenever we are
 sending email to particular mail id and when that email template gets
 parsed ,i am getting following error :

  

 *You do not have write access (at create time) to field 1 *

  

 We have already check user which is created for this email interface and
 that user has fixed license. I have already restarted email engine as wel
 las ar server successfully. 

  

 Could you lease help me to resolve this issue?

  

 Regards,

  

 Amit B 

  

  

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

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Re: incoming message is not getting parsed.

[Remedy consultant]

Hello ,

there 3 permisison groupes i.e. Submitter ,Public and Assignee .Out of
these groups Submitter is set to Change and Public is set ot View and
assignee is set to Change.

Regards,

Amit B.

On Fri, Oct 18, 2013 at 2:14 PM, Grooms, Frederick W 
frederick.w.gro...@xo.com wrote:

 You list the groups, but what is the permission (View or Change) for each
 group?

 Also, look to see what forms have been modified since it was working.  The
 error may be from a form that gets pushed to.

 Fred


 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
 Sent: Friday, October 18, 2013 1:09 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: incoming message is not getting parsed.

 ** Hello Sandeep,

 Request ID (ID is 1) has three permissions i.e. Submitter ,Public and
 Assignee. Whereas user (created for this email interface) has admin
 permission and fixed license.

 Regards,

 Amit B.

 On Fri, Oct 18, 2013 at 2:07 PM, Sandeep Pandey  wrote:
 **
 Hi,
 Please check field 1 permission groups. Have you given all write
 permission to the specific email interface user required for field1. seems
 only permission issue for this user.

 Regards,
 Sandeep Pandey

 On Fri, Oct 18, 2013 at 11:22 PM, Remedy consultant  wrote:
 ** Hello All,


 We have structured email interface (using template) .We are on ARS 7.1
 version.

 It was working fine till yesterday but it is not working. Whenever we are
 sending email to particular mail id and when that email template gets
 parsed ,i am getting following error :

 You do not have write access (at create time) to field 1

 We have already check user which is created for this email interface and
 that user has fixed license. I have already restarted email engine as well
 as ar server successfully.

 Could you please help me to resolve this issue?

 Regards,

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


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Need help to resolve this issue

[Remedy consultant]

Hello All,

We have structured email interface (using template) .We are on ARS 7.1
version.

It was working fine till yesterday but it is not working. Whenever we are
sending email to particular mail id and when that email template gets
parsed ,i am getting following error :

*You do not have write access (at create time) to field 1 *
**
We have already check user which is created for this email interface and
that user has fixed license. I have already restarted email engine as wel
las ar server successfully.

Could you lease help me to resolve this issue?

Regards,

Amit B

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incoming message is not getting parsed.

[Remedy consultant]

Hello All,

We have structured email interface (using template) .We are on ARS 7.1
version.

It was working fine till yesterday but it is not working. Whenever we are
sending email to particular mail id and when that email template gets
parsed ,i am getting following error :

You do not have write access (at create time) to field 1

We have already check user which is created for this email interface and
that user has fixed license. I have already restarted email engine as well
as ar server successfully.

Could you please help me to resolve this issue?

Regards,

Amit B

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Re: Need help to resolve this issue

[Remedy consultant]

Hello ,

Request ID (ID is 1) has three permissions i.e. Submitter ,Public and
Assignee. Whereas user (created for this email interface) has admin
permission and fixed license.

Regards,

Amit B.

On Fri, Oct 18, 2013 at 1:51 PM, Pargeter, Christie :CO IS cparg...@lhs.org
 wrote:

 **

 Did you make sure that at least one security group the email account has
 access to field 1 on the form?

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* Friday, October 18, 2013 10:43 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Need help to resolve this issue

 ** **

 ** 

 Hello All,

  

 We have structured email interface (using template) .We are on ARS 7.1
 version. 

  

 It was working fine till yesterday but it is not working. Whenever we are
 sending email to particular mail id and when that email template gets
 parsed ,i am getting following error :

  

 *You do not have write access (at create time) to field 1 *

  

 We have already check user which is created for this email interface and
 that user has fixed license. I have already restarted email engine as wel
 las ar server successfully. 

  

 Could you lease help me to resolve this issue?

  

 Regards,

  

 Amit B 

  

  

 _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: incoming message is not getting parsed.

[Remedy consultant]

Hello Sandeep,

Request ID (ID is 1) has three permissions i.e. Submitter ,Public and
Assignee. Whereas user (created for this email interface) has admin
permission and fixed license.

Regards,

Amit B.

On Fri, Oct 18, 2013 at 2:07 PM, Sandeep Pandey sandeep.rem...@gmail.comwrote:

 **
  Hi,

 Please check field 1 permission groups. Have you given all write
 permission to the specific email interface user required for field1. seems
 only permission issue for this user.


 Regards,
 Sandeep Pandey


 On Fri, Oct 18, 2013 at 11:22 PM, Remedy consultant 
 raccons...@gmail.comwrote:

 ** Hello All,


 We have structured email interface (using template) .We are on ARS 7.1
 version.

 It was working fine till yesterday but it is not working. Whenever we are
 sending email to particular mail id and when that email template gets
 parsed ,i am getting following error :

 You do not have write access (at create time) to field 1

 We have already check user which is created for this email interface and
 that user has fixed license. I have already restarted email engine as well
 as ar server successfully.

 Could you please help me to resolve this issue?

 Regards,

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




 --
 Sandeep Pandey
 Remedy Developer | ITIL Practisioner
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Re: Help Needed for ARERR 102 Error.

[Kumar, Amit (Remedy-Dev Studio RD)]

The error (ARERR 102) comes when some of the  form name which is being passed 
dynamically to the server say in some active link action is not resolved . This 
could be because the server does not have that form at all or the field value 
which is being passed for form name does not have the value.

One possible case could be, on some action a filter is fired but that filter 
primary form is not available.
Same possibility could be with fields too.

However since you observe this issue after you got the new PC, it seems that 
because of some OS issue the values are not passed to the server on execution 
of some activelink in the first try . Will have to debug that on that specific 
machine/environment.

Regards,
Amit Kumar


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: 03 October 2013 20:29
To: arslist@ARSLIST.ORG
Subject: Re: Help Needed for ARERR 102 Error.

**
First of all message not in catalog is a message you receive when the AR System 
cannot read messages from the arsystem.cat file which is usually a problem when 
you perform a non root install on UNIX and forget to perform the post 
installation recommended tasks of manually changing the permission of the 
arsystem.cat file to make it readable by the non root user that is starting the 
AR System.


So when you mention that you have got a new PC Windows 7, do you mean it's a 
client?



I do not have access to what ARERR 102 is as of now, but you might want to 
import the help.def and help.arx files which should have information about what 
102 is.



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupendra Kumar
Sent: Thursday, October 03, 2013 3:06 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Help Needed for ARERR 102 Error.

Dear All,

Ever since I got a new PC, with new OS ( windows 7 ) , I have been getting an 
ARERR 102 error when Opening an Incident from the Incident Management console. 
If I click OK, the error comes back up a second time.  If I click OK a second 
time, the error will go away and the record will display. Otherwise, no other 
issues in Remedy.

I have deleted all my .arf and .arv files, still getting error.
I have tried changing the BMC Remedy User Compatibility settings, still getting 
error. (screenshot in Work Info)
I turned on Logging to capture the issue. (file in Work Info)

There are other people in the company also having the same issue. I am a remedy 
Admin and I tried all I can do to fix this issue but I cannot.

Please see the screen shot below :

[cid:image001.jpg@01CEC0F4.E978BBC0]

Best Regards,
Bhupendra KUMAR
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tomasiewicz, Mike (Information 
Technology)
Sent: 03 October 2013 07:28
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: BMC Customer Support

**
I'd like to interject that everyone's mileage may vary when engaging support 
resources.  I also believe that support is doing a much better job than they 
have in the past.  That being said, I do not vouch for every person manning the 
desk, only my interactions.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
Sent: Wednesday, October 02, 2013 4:42 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: BMC Customer Support

**
Someone was just telling me on the ARSlist that BMC Support had really made a 
turnaround and was doing much better. Kathy's email seems to indicate otherwise.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Wednesday, October 02, 2013 11:05 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: BMC Customer Support

**
Hi,

Does anyone know who we can contact on a Sr. Management level at BMC regarding 
technical support?
We are not happy at all with the level of support we are receiving.
If you like, you contact me directly for any recommendations.

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inline: image001.jpg

Re: Annoying Developer Studio Bug

[Kumar, Amit (Remedy-Dev Studio RD)]

This defect (SW00458142 ) is fixed. This will be available in the next patch of 
Remedy Developer Studio.

Regards,
Amit Kumar

From: Kumar, Amit (Remedy-Dev Studio RD) [mailto:amit_ku...@bmc.com]
Sent: Sunday, September 01, 2013 9:08 PM
Subject: Re: Annoying Developer Studio Bug

**
We will look into and get back on this. I can understand the annoyance.

Regards,
Amit Kumar

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: 02 September 2013 07:05
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Annoying Developer Studio Bug

** Sorry Ray, all I can do is join in with you on the annoyance, if you log a 
bug or communities idea on this, let me know and I'll vote for it out John into 
the chorus

On Sunday, September 1, 2013, Ray Gellenbeck 
raygellenb...@yahoo.commailto:raygellenb...@yahoo.com wrote:
 I have a big pet peeve that was not corrected in 8.1 of Dev Studio.

 Situation:
 1.  Building an Active Link
 2.  Add a Set Fields action
 3.  Begin building your list of fields to set (for example, initialize a 
 display-only form after a previous record finished processing)

 Annoying Bug:
 4.  Once the list gets longer than the field list window can display, the 
 scroll bar kicks in, as expected, but everytime you select a field or the 
 field value, the view keeps resetting to the top of the list.  So for each 
 subsequent field you want to set the value for, you must...
 a.  Click the next blank field line, after which the view resets to the top 
 of the field list
 b.  Scroll back down and click the ... so you can actually select the field 
 to be set., after which the view resets again
 c.  Scroll back down AGAIN and select the value to be put in that field.  
 When you go to click the next line down, the whole annoying process repeats 
 again.

 If there a developer studio flag or workaround to tell the stupid UI to quit 
 resetting to the top of the list.  If I have a LONG list of fields to set, 
 this is pretty darn time-costly with all the clicking and scrolling back and 
 forth.

 I suspect there is not, so thanks in advance for anyone who can prove me 
 wrong!

 Ray Gellenbeck

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Re: Annoying Developer Studio Bug

[Kumar, Amit (Remedy-Dev Studio RD)]

We will look into and get back on this. I can understand the annoyance.

Regards,
Amit Kumar

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: 02 September 2013 07:05
To: arslist@ARSLIST.ORG
Subject: Re: Annoying Developer Studio Bug

** Sorry Ray, all I can do is join in with you on the annoyance, if you log a 
bug or communities idea on this, let me know and I'll vote for it out John into 
the chorus

On Sunday, September 1, 2013, Ray Gellenbeck 
raygellenb...@yahoo.commailto:raygellenb...@yahoo.com wrote:
 I have a big pet peeve that was not corrected in 8.1 of Dev Studio.

 Situation:
 1.  Building an Active Link
 2.  Add a Set Fields action
 3.  Begin building your list of fields to set (for example, initialize a 
 display-only form after a previous record finished processing)

 Annoying Bug:
 4.  Once the list gets longer than the field list window can display, the 
 scroll bar kicks in, as expected, but everytime you select a field or the 
 field value, the view keeps resetting to the top of the list.  So for each 
 subsequent field you want to set the value for, you must...
 a.  Click the next blank field line, after which the view resets to the top 
 of the field list
 b.  Scroll back down and click the ... so you can actually select the field 
 to be set., after which the view resets again
 c.  Scroll back down AGAIN and select the value to be put in that field.  
 When you go to click the next line down, the whole annoying process repeats 
 again.

 If there a developer studio flag or workaround to tell the stupid UI to quit 
 resetting to the top of the list.  If I have a LONG list of fields to set, 
 this is pretty darn time-costly with all the clicking and scrolling back and 
 forth.

 I suspect there is not, so thanks in advance for anyone who can prove me 
 wrong!

 Ray Gellenbeck

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Re: Archiving question

[Remedy]

Ryan,

 

Thanks that helps.

 

hbr

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Wednesday, August 14, 2013 12:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Archiving question

 

** 

Hi Howard,

 

Please refer to the following link:

 

https://docs.bmc.com/docs/display/public/ars8000/Characteristics+of+archive+
forms

 

 

. When the BMC Remedy AR System creates a new archive form, the
following two fields are included on the form: 

. Original Request ID (ID 450)

. Original Create Date (ID 451)
These fields contain the Request ID and Create Date from the main form.
These fields are not placed in the view. To add them, open the archive form
in BMC Remedy Developer Studio, and choose Form  Add/Remove Fields On View.
Then, move the fields to the Fields in View table.
You can use the Create Date of the archive form as the archive date. The
remaining core fields on the archive form contain the same values as the
main form.

. Data fields, attachment pools, and panel holder cannot be modified
or added to an archive form. All other field types, such as trim or table,
can be added or modified.

. The data fields in the main and archive form have identical field
limits. The permissions on archive forms are always read access.

Hope this helps,

 

Regards,

Ryan.

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Wednesday, August 14, 2013 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Archiving question

 

** 

Good morning, afternoon and evening all,

 

We are looking into some issues with data that was archived and need to
verify some info.

 

So I need to ask, if you enable archiving on a form, and it moved the record
to the new archived form what is the create date of the record?

 

Would it be the date the record was created in the original form or when it
was created in the new archive form?

 

Thanks,

 

Howard

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Define a new Assignment Method.

[Team Remedy]

Hi all,
do you think that it's possible to define a new kind of Assignment Method?

Now, there are three methods which are used by assignment engine for auto 
individual assignment
Round Robin
Capacity based
Number Based
I would like to create a customized method, in order to use it in Assignment 
Rule task.
thanks in advance.
Pietro

My instance :
Ar Server 7.1.00 Patch 011 201007230200
Mit Tier Version 7.6.04 SP4 201209051922
Service Desk 7.0

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parsing timestamp in diary field using Crystal or Remedy

[Remedy Lister]

Does anyone have formula or workflow that loop through the diary field to
parse out the date or timestamp either through Crystal Report or Remedy?

Thanks in advance

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Re: parsing timestamp in diary field using Crystal or Remedy

[Remedy Lister]

Lj,

Thank you for responding.  I am using Crystal with Remedy ODBC driver.
What I am trying to do is parsing out each timestamp entry in the diary
field without the text content or do a count for each entry in the diary
field.  I don't what else would be the best common key that I could use to
do this except working with the timestamp in the diary field.

Thanks in advance
T


On Tue, Jul 9, 2013 at 8:48 AM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 If you are using Crystal with the ODBC Driver, you shouldn't need to parse
 through the values as it should be translated for you.


 On Tue, Jul 9, 2013 at 5:31 AM, Remedy Lister remedy.lis...@gmail.comwrote:

 **
 Does anyone have formula or workflow that loop through the diary field to
 parse out the date or timestamp either through Crystal Report or Remedy?

 Thanks in advance
 _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: parsing timestamp in diary field using Crystal or Remedy

[Remedy Lister]

Lj,

Thanks again for responding, much appreciate.

T



On Tue, Jul 9, 2013 at 9:11 AM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 Well, unfortunately, what you are dealing with there is the reason that
 Diary fields have really fallen out of favor.  You may be able to come up
 with a 'regular expression' that can pull that out (I don't know if Crystal
 supports regular expressions)sorry, not sure if I can help you much on
 it.


 On Tue, Jul 9, 2013 at 7:06 AM, Remedy Lister remedy.lis...@gmail.comwrote:

 **
 Lj,

 Thank you for responding.  I am using Crystal with Remedy ODBC driver.
 What I am trying to do is parsing out each timestamp entry in the diary
 field without the text content or do a count for each entry in the diary
 field.  I don't what else would be the best common key that I could use to
 do this except working with the timestamp in the diary field.

 Thanks in advance
 T


 On Tue, Jul 9, 2013 at 8:48 AM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 If you are using Crystal with the ODBC Driver, you shouldn't need to
 parse through the values as it should be translated for you.


 On Tue, Jul 9, 2013 at 5:31 AM, Remedy Lister 
 remedy.lis...@gmail.comwrote:

 **
 Does anyone have formula or workflow that loop through the diary
 field to parse out the date or timestamp either through Crystal Report or
 Remedy?

 Thanks in advance
  _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: JOB-1099-local to Los Angeles BNA, BSA, and CMDB resources

[Remedy Lister]

Hi Mr. Albury,

My colleagues and I have successfully implemented these set of tools for an
agency within DoD.  I would like to know if you are still looking for
someone to go in as a team to assist with the project.  If so, and if you
won't mind to share further detail requirements about the project, we can
forward you our resume.

Thank you.



On Thu, Jun 27, 2013 at 1:33 PM, Samuel J Albury III
sjalb...@dne-llc.comwrote:

 Skills required

 Installation and configuration of
BPPM 9.0.5.0
Blade Logic Network Automation v8.3.01
Blade Logic Server Automation v8.3.01
CMDB/ARS 8.1

  Must be familiar with
Windows 2008, RedHat ES, Oracle, and SQL

 2-3 resources are required. Documentation skills of the installation and
 configuration are essential.


 *No third party recruiters.


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Re: Overlay

[Kumar, Amit (Remedy-Dev Studio RD)]

Hi Ron,

It seems that you have opened the object in Best Practice Customization mode 
and then adding a field. Developer studio will allow you to add the field in 
the view only when the overlay of view exists. I assumed that you have already 
created the overlay of the view and then added the field to the view. 

I believe the only reason you are not able to see the fields in your user area 
is because of the old object in your cache. Please clear the cache and check.

To work on overlay objects you have to be in Best Practice Customization Mode 
only.

Regards,
Amit Kumar

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron
Sent: Monday, June 24, 2013 6:41 PM
To: arslist@ARSLIST.ORG
Subject: Overlay

I am new to Developer Studio. My question is about forms that are listed as an 
overlay. What is the best method to work on an overlay... Base or Best? Then 
also, I have tried to add fields to it and the fields are showing and I have 
also entered the workflow for it and it looks good there but when I go back 
into the user area and run the form the new fields aren't there. Do I need to 
create a new view under that form and add the new fields to it or what?

Thanks for any and all help.

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Need help to resolve the issue

[Remedy consultant]

Hello All,

I am facing problem while configuring collection node in SLM.

1) I open form called SLM:ConfigAddCollectionNode then i try to choose
option from menu attached with field called Collection point under
Collection Node properties

2) As soon as i am done with selection system hangs and throw following
error :

*ARERR [9130] Error encountered while executing a Web Service : ; nested
exception is:
 java.net.SocketTimeoutException: Read timed out*

*The preceding message occurred during the execution of active link
SLM:ConfigAddCollectionNodes:OnCPMenuSelectDiscoverNodeTypes -- action 3.
(ARNOTE 1101)*
**
3) This error is coming while data is getting pushed into form  called
SLM:LandScape schema. Basically filter is trying to consume web service
C:\daytona\wsdlfinal\wsdls\GetCollectionNodeTypes.wsdl . This OOB filter.

Any idea how to resolve this error?

---Amar

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Online ARS Remedy Log Analyzer Tool

[Remedy Log Analyzer]

Hello Everyone,

 

***This is a promotion email of newly launched only tool.

 

Remedy log Analyzer http://remedyloganalyzer.com/  is a powerful,
versatile online tool that analysis Remedy logs and represent it in well
structured readable format, helps you to debug and find out application
issues, provide various reports to understand application performance and
suggestions for areas of improvement.

 

Following are major features of Remedy log Analyzer tool:-

 

1.   Helps you to understand Application Flow.

2.   Perform functional performance review.

3.   Generate API, Filter operations, SQL statistics for performance
analysis.

4.   Helps you to identify recommended thread count values for thread
configuration.

5.   Provided DB Table usages, with column usages detail, helps you to
identify which columns should be indexed.

6.   Helps you to identify source of timeout issue from Server side log.

 

If this seems interesting, please visit the site, check out demo reports and
start uploading your remedy application logs. Please contact us for any
suggestions or if you face any issue or would like to provide any feedback.

 

Home Page: http://remedyloganalyzer.com

Demo: http://remedyloganalyzer.com/demo/

Blog: http://remedyloganalyzer.com/document/

 

Thanks  Regards,

Remedy Log Analyzer

ad...@remedyloganalyzer.com


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Re: need help about integrating ITSM with Service now

[Remedy consultant]

Hello,

Thank you Joe for such a great and clear explanation. Sure i am reading
integration guide for this change.

---Amar

On Tue, May 28, 2013 at 11:39 PM, Joe D'Souza jdso...@shyle.net wrote:

 **

 Amar,

 ** **

 Unfortunately your understanding is not correct.

 ** **

 If you create a WS in Remedy with an Operation of Create, other systems,
 will be able to consume that WS to create tickets in Remedy.

 ** **

 You said you want to create tickets in ServiceNow (SN), which means you
 have to go about looking for a WS hosted by SN that allows you to create
 tickets in SN. And then consume that WS using the Remedy Set Fields Filter
 using the option of WSDL to set fields. In Remedy you will receive a
 response from the SN WSDL with possibly the ticket ID or something like
 that depending on what that SN WSDL is designed to return on create.

 ** **

 You could, probably do it the other way around too, that is publish a web
 service from Remedy, for SN to consume, to QUERY (and not create) a Remedy
 incident, and have some sort of a polling job from SN – the drawback to
 which would be, this would not be real time, which I am sure would not be
 your preferred option when you could have a real time option, at the same
 cost. Consuming SN’s WSDL to create in SN, would be real time.

 ** **

 Since you do not seem to have a good understanding of how this works, I
 would strongly suggest that you read the integration guide that talks about
 Web Service integration, that elaborates on both aspects – that of
 publishing as well as consuming.

 ** **

 Cheers

 ** **

 Joe

 ** **
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* Monday, May 27, 2013 10:56 PM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: need help about integrating ITSM with Service now
 

  ** **

 ** 

 Hello All,

  

 Thank you for your reply and suggestion. As i am going to handle workflow
 changes from remedy side , so to create incident in service now from ITSM
 (remedy) ,i need to create web service in remedy and give it to Service now
 team to consume it . My web service should have opCreate operation.Correct
 me if my understanding is incorrect. Also let me know if any other things i
 needs to consider during implementation. My main task is to whenever
 incident gets created in ITSM and assign to specific group ,it must be
 transfered to Service now system. 

  

 ---Amar 

 On Sat, May 25, 2013 at 3:31 PM, Joe D'Souza jdso...@shyle.net wrote:***
 *

 ** 

 And I’m currently working with BizTalk as the middleware to talk to other
 apps which seems to be pretty versatile too – the only limitations that I
 have so far seen are mostly from Remedy with its shortcomings with
 reference to web services..

  

 And yet some of those seem to be not so hard to circumvent using some
 quick and dirty methods. I am still on a PoC of these QD methods, but
 theoretically, it should work.

  

 Joe

  
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Carl Wilson
 *Sent:* Saturday, May 25, 2013 4:51 AM 


 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: need help about integrating ITSM with Service now

  

 Hi,

 If you require integration to more than one vendor then I suggest looking
 into a reusable third party application.

 BMC Atrium Orchestrator has a Service Now Adapter and associated processes
 that can be utilised.  This can then be reused as additional vendors
 require an interface. 

  
   --

  

 Kind Regards,

  

 *Carl Wilson*

  

 http://www.missingpiecessoftware.com/

  

  

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* May 24, 2013 4:55 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: need help about integrating ITSM with Service now

  

 ** 

 Hello All,

  

 Thank you for your suggestions. As i said in my previous mail that We are
 trying to integrate ITSM with service now ,it means we would like to send
 incidents from ITSM to Service now system as there are few vendors who are
 using Service now as a ticketing tool. 

 I have gone through the Service now wiki and i found that there are 2
 plugin which needs to be installed .Plugin name are as follows :

  

 ·  Web Service Consumer Plugin (com.glide.web_service_consumer) 

 ·  Web Service Application Plugin (com.glide.web_service_application)

 Does it means we need to install these two plugin on Remedy server ?
 Correct me if i am wrong. If answer is yes then could you please let me
 know how i can download these plugin ? 

 Amar

  On Thu, May 23, 2013 at 10:26 AM, Joe D'Souza

Re: need help about integrating ITSM with Service now

[Remedy consultant]

Hello All,

Thank you for your reply and suggestion. As i am going to handle workflow
changes from remedy side , so to create incident in service now from ITSM
(remedy) ,i need to create web service in remedy and give it to Service now
team to consume it . My web service should have opCreate operation.Correct
me if my understanding is incorrect. Also let me know if any other things i
needs to consider during implementation. My main task is to whenever
incident gets created in ITSM and assign to specific group ,it must be
transfered to Service now system.

---Amar
On Sat, May 25, 2013 at 3:31 PM, Joe D'Souza jdso...@shyle.net wrote:

 **

 And I’m currently working with BizTalk as the middleware to talk to other
 apps which seems to be pretty versatile too – the only limitations that I
 have so far seen are mostly from Remedy with its shortcomings with
 reference to web services..

 ** **

 And yet some of those seem to be not so hard to circumvent using some
 quick and dirty methods. I am still on a PoC of these QD methods, but
 theoretically, it should work.

 ** **

 Joe

 ** **
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Carl Wilson
 *Sent:* Saturday, May 25, 2013 4:51 AM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: need help about integrating ITSM with Service now
 

  ** **

 Hi,

 If you require integration to more than one vendor then I suggest looking
 into a reusable third party application.

 BMC Atrium Orchestrator has a Service Now Adapter and associated processes
 that can be utilised.  This can then be reused as additional vendors
 require an interface. 

 ** **
   --

  

 Kind Regards,

  

 *Carl Wilson*

  

 http://www.missingpiecessoftware.com/

 ** **

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* May 24, 2013 4:55 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: need help about integrating ITSM with Service now

 ** **

 ** 

 Hello All,

  

 Thank you for your suggestions. As i said in my previous mail that We are
 trying to integrate ITSM with service now ,it means we would like to send
 incidents from ITSM to Service now system as there are few vendors who are
 using Service now as a ticketing tool. 

 I have gone through the Service now wiki and i found that there are 2
 plugin which needs to be installed .Plugin name are as follows :

  

 ·  Web Service Consumer Plugin (com.glide.web_service_consumer) 

 ·  Web Service Application Plugin (com.glide.web_service_application)

 Does it means we need to install these two plugin on Remedy server ?
 Correct me if i am wrong. If answer is yes then could you please let me
 know how i can download these plugin ? 

 Amar

  On Thu, May 23, 2013 at 10:26 AM, Joe D'Souza jdso...@shyle.net wrote:*
 ***

 ** 

 Amar, 

 You have very loosely used the word integrate. 

 Integrate could mean any number of things.

 So with that very abstract idea of what you need to get done, I would
 suggest the use of web services to do what you need to.

 While there are some limitations going that path (most of which are
 described in the web services section of the integration guide), it would
 be a path with least resistance, with a fairly quick turnaround, should you
 face no problems.

 To the best of my knowledge, ServiceNow is Web Service capable too, so it
 would be the ideal tool, given the  lack of detailed information of what
 you need to get done.

  Joe
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* Wednesday, May 22, 2013 11:47 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* need help about integrating ITSM with Service now

  

 ** 

 Hello All,

  We are trying to integrate ITSM with service now (in which ITSM will
 create incidents tickets in service now) . could you please provide your
 inputs about what needs to be done from remedy side ?

 ---Amar
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Re: arreload on arserver/itsm 7.6.4 (Safe to use)

[Remedy]

Joe,

 

Thanks again and have a great weekend.

 

hbr

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Sunday, May 26, 2013 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

 

** 

Offhand I do not recall, but arreload if I am correct, has online kind of
help if you type arreload /? in the command line.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard's Gmail
Sent: Saturday, May 25, 2013 9:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

 

Joe

 

Thanks and What options should I use?

Sent from one of Howard's iPads


On May 25, 2013, at 8:37 PM, Joe D'Souza jdso...@shyle.net wrote:

** 

There should not be a problem using it. Did you try it in a development
environment?

 

Personally I haven't used it a lot as I was able to resolve most of my user
cache problems by altering stuff in the DB directly (which is not
recommended way of doing it) because I felt it was easier and I had more
control of whatever the issue was if I knew exactly what was wrong.

 

Joe

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Saturday, May 25, 2013 8:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

 

Also can an arreload be done for one user (with no password ) and how?

 

Hbr

Sent from my iPhone 5


On May 25, 2013, at 8:24 PM, Richter, Howard (CEI - Atlanta)
howard.rich...@coxinc.com wrote:

** 

All,

 

As you can see working on a long weekend, no time off for the minions. 

 

I am working with a vendor on a license monitoring tool and he thinks that
some of the bad data I am seeing is due to the user cache and he thinks that
a arreload might work.

 

However, I remember doing this in the past on 7.6.1 and causing issues with
my users app licneses.

 

So any ideas, or is arreload -u User safe to use on a 7.6.4 (arserver/itsm)
system.

 

Howard

 

 http://www.coxenterprises.com/ image001.gif

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

image002.png
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image004.png

Submit your idea today for a chance to earn a badge and be entered into a
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/
http://innovation.coxenterprises.com/ideas ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
yourbadges.aspx

 

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Re: need help about integrating ITSM with Service now

[Remedy consultant]

Hello All,

Thank you for your suggestions. As i said in my previous mail that We are
trying to integrate ITSM with service now ,it means we would like to send
incidents from ITSM to Service now system as there are few vendors who are
using Service now as a ticketing tool.
I have gone through the Service now wiki and i found that there are 2
plugin which needs to be installed .Plugin name are as follows :

 Web Service Consumer Plugin (com.glide.web_service_consumer)
Web Service Application Plugin (com.glide.web_service_application)

Does it means we need to install these two plugin on Remedy server ?
Correct me if i am wrong. If answer is yes then could you please let me
know how i can download these plugin ?

Amar






On Thu, May 23, 2013 at 10:26 AM, Joe D'Souza jdso...@shyle.net wrote:

 **

 Amar,

 ** **

 You have very loosely used the word integrate.

 ** **

 Integrate could mean any number of things.

 ** **

 So with that very abstract idea of what you need to get done, I would
 suggest the use of web services to do what you need to.

 ** **

 While there are some limitations going that path (most of which are
 described in the web services section of the integration guide), it would
 be a path with least resistance, with a fairly quick turnaround, should you
 face no problems.

 ** **

 To the best of my knowledge, ServiceNow is Web Service capable too, so it
 would be the ideal tool, given the  lack of detailed information of what
 you need to get done.

 ** **

 Joe

 ** **
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
 *Sent:* Wednesday, May 22, 2013 11:47 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* need help about integrating ITSM with Service now

 ** **

 ** 

 Hello All,

  

 We are trying to integrate ITSM with service now (in which ITSM will
 create incidents tickets in service now) . could you please provide your
 inputs about what needs to be done from remedy side ?

  

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

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need help about integrating ITSM with Service now

[Remedy consultant]

Hello All,

We are trying to integrate ITSM with service now (in which ITSM will create
incidents tickets in service now) . could you please provide your inputs
about what needs to be done from remedy side ?

---Amar

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Re: install ars 8 against sybase15 doesn't work

[Remedy Man]

**

Hi,well actually I was getting an error saying I have no sybase 64bits clients installed on my system at the very last stage after I gave the sa password.Yesterday I run with LAX_DEBUG set.What I could notice is when the installer starts it creates a temp folder and the lax output log was with the mentioned error message.But this happens even before I can agree to the terms of the license.So it looks like either the installer does not pick the right java at all. Or it has its own java embeded but its the wrong one.At this stage I am stuck because it looks like I could install any java and set any JAVA_HOME I like, the installer will always complain.Is there maybe a way (command line option maybe ??? ) to tell the installer to use my java at the start?I didn't see anything relevant in the docs.Did I miss something?S.On Mon, 04 Mar 2013 18:57:48 +0100, laurent matheo lm...@me.com wrote:Hi :)I guess JAVA_HOME points the the 1.6x jdk?Do you have this message at installer startup or during one of the installer screens?On 04 Mar, 2013,at 05:01 PM, Remedy Man remedy.man...@googlemail.com wrote:Susan,  we are relying on the Matrix ... we don't take any red pil ;-) The doc says 64 bits sybase client so we installed a 64bits library client we source the sybase.sh and our OCS 15 is able to talk to the sybase server but when we run the ARS installer here is what we can read for instance:  The installer either could not find a Java VM, or the Java VM on this  system is too old. The installer requires Java 1.1.5 or later. It can be  downloaded from http://java.sun.com/products/jdk/1.1/jre/  But we do have java higher /opt/java/jdk1.6.0_29/bin/java -version java version "1.6.0_29" Java(TM) SE Runtime Environment (build 1.6.0_29-b11) Java HotSpot(TM) Server VM (build 20.4-b02, mixed mode)  There must be a trick somewhere but for the time being I find the trick my  boss will start looking somewhere else and I might start considering to  take the red pil instead  thanks for your consideration On Mon, 04 Mar 2013 16:45:19 +0100, Susan Bisanti  susan.bisa...@ssc-spc.gc.ca wrote:   When installing ARS 7.5.x, we had to hardcode a 32 bit client (Sybase  12.5.4 SDK was the last available for Sybase if memory serves) to get   the  install to work against Sybase although we were using a 64 bit database  (Sybase 15.0) .   I'm not sure if this needs to be undone if you are installing ARS 8.0,   i.e.  if it finally uses a 64 bit client.   Good luck, and please do share your results!Susan Bisanti  SSS - Science Portfolio - SSC  2121 Trans-Canada Highway,  Dorval (Quebec) H9P 1J3  susan.bisa...@ec.gc.ca  Telephone 514-421-4666  Facsimile 514-421-7231  Government of Canada   Susan Bisanti  SSS - Portefeuille des sciences - SPC  2121 route Transcanadienne,Dorval (Québec) H9P 1J3  susan.bisa...@ec.gc.ca  Téléphone 514-421-4666  Télécopieur 514-421-7231  Gouvernement du Canada-Original Message-  From: Action Request System discussion list(ARSList)  [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Man  Sent: 04 March, 2013 10:22  To: arslist@ARSLIST.ORG  Subject: install ars 8 against sybase15 doesn't work   dear list,   we are trying to install a simple banana ARSystem 8 againt a sybase15  database.  We keep getting '64 bit client not found'  We are having ars 7.5 running fine on the same machine And our sybase dba  who are well experienced looked at the OCS and they say there is no prob   on  that side.  We had 2 webex with BMC  During first one, after 3 hours the engineer could recon there was a prob  with the installer.  At the second webex, the engineer said its our environment which is  problematic My management is now upset with these turning around thing   with  BMC They are seriously considering something else like jira I am   wondering  whether somebody from this list could help as the resailer is not able   to do  more.  Any idea/tips/help is very much appreciated Serouche  --  Using Opera's mail client: http://www.opera.com/mail/     ___  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  "Where the Answers Are, and have been for 20 years"   --  Using Opera's mail client: http://www.opera.com/mail/  ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"-- Using Opera's mail client: http://www.opera.com/mail/
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install ars 8 against sybase15 doesn't work

[Remedy Man]

dear list,

we are trying to install a simple banana ARSystem 8 againt a sybase15  
database.

We keep getting '64 bit client not found'
We are having ars 7.5 running fine on the same machine
And our sybase dba who are well experienced looked at the OCS and they say  
there is no prob on that side.

We had 2 webex with BMC
During first one, after 3 hours the engineer could recon there was a prob  
with the installer.
At the second webex, the engineer said its our environment which is  
problematic

My management is now upset with these turning around thing with BMC
They are seriously considering something else like jira
I am wondering whether somebody from this list could help as the resailer  
is not able to do more.

Any idea/tips/help is very much appreciated
Serouche




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Re: install ars 8 against sybase15 doesn't work

[Remedy Man]

Susan,

we are relying on the Matrix ... we don't take any red pil ;-)
The doc says 64 bits sybase client so we installed a 64bits library client
we source the sybase.sh and our OCS 15 is able to talk to the sybase server
but when we run the ARS installer here is what we can read for instance:

The installer either could not find a Java VM, or the Java VM on this  
system is too old. The installer requires Java 1.1.5 or later. It can be  
downloaded from http://java.sun.com/products/jdk/1.1/jre/


But we do have java higher
/opt/java/jdk1.6.0_29/bin/java -version
java version 1.6.0_29
Java(TM) SE Runtime Environment (build 1.6.0_29-b11)
Java HotSpot(TM) Server VM (build 20.4-b02, mixed mode)

There must be a trick somewhere but for the time being I find the trick my  
boss will start looking somewhere else and I might start considering to  
take the red pil instead


thanks for your consideration




On Mon, 04 Mar 2013 16:45:19 +0100, Susan Bisanti  
susan.bisa...@ssc-spc.gc.ca wrote:



When installing ARS 7.5.x,  we had to hardcode a 32 bit client (Sybase
12.5.4 SDK  was the last available for Sybase if memory serves) to get  
the

install to work against Sybase although we were using a 64 bit database
(Sybase 15.0) .

I'm not sure if this needs to be undone if you are installing ARS 8.0,  
i.e.

if it finally uses a 64 bit client.

Good luck, and please do share your results!


Susan Bisanti
SSS - Science Portfolio - SSC
2121 Trans-Canada Highway,
Dorval (Quebec) H9P 1J3
susan.bisa...@ec.gc.ca
Telephone 514-421-4666
Facsimile 514-421-7231
Government of Canada

Susan Bisanti
SSS - Portefeuille des sciences - SPC
2121 route Transcanadienne,Dorval (Québec) H9P 1J3
susan.bisa...@ec.gc.ca
Téléphone 514-421-4666
Télécopieur 514-421-7231
Gouvernement du Canada


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Man
Sent: 04 March, 2013 10:22
To: arslist@ARSLIST.ORG
Subject: install ars 8 against sybase15 doesn't work

dear list,

we are trying to install a simple banana ARSystem 8 againt a sybase15
database.
We keep getting '64 bit client not found'
We are having ars 7.5 running fine on the same machine And our sybase dba
who are well experienced looked at the OCS and they say there is no prob  
on

that side.
We had 2 webex with BMC
During first one, after 3 hours the engineer could recon there was a prob
with the installer.
At the second webex, the engineer said its our environment which is
problematic My management is now upset with these turning around thing  
with
BMC They are seriously considering something else like jira I am  
wondering
whether somebody from this list could help as the resailer is not able  
to do

more.
Any idea/tips/help is very much appreciated Serouche




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asset2CMDB

[PCR Remedy]

Hi, I know exists cmdb2asset tools, but there is an inverse one?



Here is the issue, I hope anyone can give me any idea or suggestion.



The BMC.CORE:BMC_ComputerSystem and BMC.CORE:BMC_ComputerSystem_ forms
do not exists in the server, I trying to discovery how that happens,
but also I need to restore them.



The Asset AST:ComputerSystem form and the T tables for that forms
exists, in Developer Studio the two forms appears but when I try to
open them I got:



Unable to retrieve the object from the AR System server.

com.bmc.arsys.studio.model.ModelException: ERROR (303): Form does not

exists on server; BMC.CORE:BMC_ComputerSystem (ARERR 5086)



I have another environment and from there I tried three different ways
to resolved. I know those are not option to migrate CMDB, but I
thinking to recreate the missings forms.



1) cmdbdriver

2) exp/imp .def

3) Remedy migrator



each case give me differents errors and is not successful



1) The cmd line dont ends, in the sql logs I saw: The form definition
file field count does not match number of fields in the file (ARERR
403) I had to stop the AR Server service to release the operation.



2) I tried with and without the Overwrite option, in both cases I got:
ARERR 382, taking a OTTB .def and also with my test env .def


The value(s) for this entry violate a unique index that has been
defined for this form.



3) The migrator process seem to end fine, but nothing changes.



Do you have any idea?


ARS/CMDB/ITSM 7.6.04
Windows / SQL 2008



Thanks

Peter

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Re: Clearing a diary field

[remedy]

ARUtilities 7.6 has this ability

http://www.arutilities.com/

hope it helps

Les

 What's the easiest way to clear the values from a diary field? Or is there
 a way to do this?
 It seems it cannot be done through a filter or escalation.

 Andy L. Mayfield
 Alabama Power Company
 Protection  Control Technician Staff
 Linc # 10*19140
 Cell # 205-288-9140
 Office # 205-226-1846


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Re: Drift Management Job Fails - Plugin Server Terminated

[PCR Remedy]

Hi, what other products and version are you using?
Do you install patches?


Peter


2010/3/9 Vivek Sanckar N viveksanc...@gmail.com:
 first

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Re: What's up with AR Utilities

[remedy]

No worries, ARUtilities has not been incorporated into BMC!
I am still around, just took a little break over the holidays.
Also, the vendor that takes my orders has been doing updating process, and
there have been some minor issues.

sorry for the problems.

Les Ganton

 Nooo  again that means lost functionality!  I love
 ARUtilities!

 On Tue, Jan 8, 2013 at 10:56 AM, Misi Mladoniczky m...@rrr.se wrote:

 Hi,

 I did not know that ARUtilities had been incorporated within BMC ;-)

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

  Hi Mark,
 
  Would you please share the BMC Support Case ID that you created , I
 will
 check
  it here.
 
  Thanks,
  Kiran H
 
  From: Action Request System discussion list(ARSList)
  [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
  Sent: Tuesday, January 08, 2013 8:33 PM
  To: arslist@ARSLIST.ORG
  Subject: What's up with AR Utilities
 
  **
  Hi All,
 
  Is anything going on with ARUtilities? I went through the process of
  purchasing the license for the 7.6 version, got my online receipt and
 then
  nothing. Did not get the license key in the receipts and support has
 not
  responded to any of my emails.
 
  Thanks
  Mark
 
  Mark Brittain
  Remedy Developer
  ITILv3 Foundation
  NaviSite - A Time Warner Cable Company
  mbritt...@navisite.commailto: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: Finding a Active Link ID

[remedy]

ARUtilities 8.0 will allow you to search for Active Links based on form.
In the results list you can choose to display Run If
You can easily see them all in a nice list without having to open each one
individually in the Dev Studio.

You can search by Trigger, Action, FieldID and a lot more.

Using ARUtilities you can also run SQL commands.

SELECT name FROM actlink WHERE actlinkID = ?

http://www.arutilities.com

Hope this helps
Les

 Hi All  TGIF,

 We are new to ITSM. One question that has come is what is search criteria
 when I select Assigned to All My Groups in the Incident Console? Let's say
 I am in the IT Staff group. Are the results where the Assigned Group = IT
 Staff, the Owner Group i= IT Staff or both?

 I tried to figure this out by running Active Link logging and thought I
 had it until I encountered PERFORM-ACTION-ACTIVE-LINK 128 101767

 Is there an easy way to find the active link?

 Thanks
 Mark

 Mark Brittain
 Remedy Developer
 ITILv3 Foundation
 NaviSite - A Time Warner Cable Company
 mbritt...@navisite.commailto:mbritt...@navisite.com
 Office: 315-453-2912 x5335
 Mobile: 315-882.5360


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

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lost midtier admin password on ARS 6.03

[Remedy Maniac]

hi list,

we have lost the admin password on the config.jsp page of the midtier 
for a ARS 6.0.3

Is there anybody out there who knows how to recover please?
Wasn't it in a config file soemwhere ? ... hmmm

rm

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Re: lost midtier admin password on ARS 6.03

[Remedy Maniac]

worked perfectly !
thanks !
rm



On 12/13/2012 4:43 PM, Matt Reinfeldt wrote:

**

To make it easier for those w/ Support access: 
https://kb.bmc.com/infocenter/index?page=contentid=KA334281actp=searchviewlocale=en_USsearchid=1355413301788 



Matt

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Reinfeldt

Sent: Thursday, December 13, 2012 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: lost midtier admin password on ARS 6.03

There is a KB on BMC's site that includes the OOB password line to put 
back into your config.properties file, which will reset the password 
back to default.


I am not going to post here, due to security concerns... ;-)

Enjoy,

Matt R.

-Original Message-

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


Sent: Thursday, December 13, 2012 9:25 AM

To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG

Subject: lost midtier admin password on ARS 6.03

hi list,

we have lost the admin password on the config.jsp page of the midtier 
for a ARS 6.0.3 Is there anybody out there who knows how to recover 
please?


Wasn't it in a config file soemwhere ? ... hmmm

rm



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Re: BMC Support Site Suggestion

[Remedy]

Matt,

 

As always you come up with great ideas.

 

Howard

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Reinfeldt
Sent: Tuesday, December 11, 2012 4:59 PM
To: arslist@ARSLIST.ORG
Subject: OT: BMC Support Site Suggestion

 

** 

Folks,

 

In talking with some co-workers, someone mentioned that they'd noticed how
much more useful BMC Communities has become as a research resource.  J
Along those lines, we started bouncing around ideas, and came up with,
Wouldn't it be nice if the Knowledge Search on the BMC Support Site had BMC
Communities as a data source?

 

So, if you like the idea, please take 5 seconds to go to
https://communities.bmc.com/communities/ideas/1565 and vote the idea up.  

 

Thanks everyone!

 

Matt R.

 

 

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


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The New BMC Chat (what version of ARS and ITSM will it work on)

[Remedy]

All,

I hope you're having a great weekend.

Now for my strange issue.

My management team came back from Houston and was demoed the new BMC Chat, that 
was released with ITSM 8.0. 

During the meeting someone informed one of the managers that BMC Chat could be 
used with ITSM and ARS 7.6.4 (which we just upgraded to) and I was tasked to 
get more info.

When I asked  BMC support they say that is not true. Yet they cannot find any 
documentation that says that (i.e. no compatibility list) and in fact could not 
find any of the documentation on BMC Chat (I found it on my own, but 
compatibility was not part of what I found). 

So I am I at a loss. 

On one hand I have a manager that says he was told (by someone at this 
executive meeting in Houston that it will work with our current version and on 
the other BMC support that cannot even send me a compatibility doc (or even 
find anyone that can answer my question).

Any ideas?

Howard

 

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ITSM 7.6.03 Pending Approvals

[remedy]

Hi,
In a multi tenancy setup, I was just wondering if anyone has encountered a
problem where an individual from one Company can see records from another
Company.

In the Pending Approval list (web), there have been instances where
individuals have seen all Change Requests rather than what the table field
would normally show. A refresh of the table field normally fixes the issue
and displays the correct records.

Any info would be great.

Thanks
Les

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Re: Issues on ITSM 7.6.04 SP4

[Team Remedy]

Hy,

about warnings that we obtained in phase of restart of the ARServer post 
upgrade Atrium SP4, the rows that we read in the console are:
log4j:WARN Continuable parsing error 5 and column 99
log4j:WARN Document root element log4j:configuration, must match DOCTYPE root 
null.
log4j:WARN Continuable parsing error 5 and column 99
log4j:WARN Document is invalid: no grammar found.

We have tried to follow the suggestions of this page in the KB of BMC:
https://kb.bmc.com/infocenter/index?page=contentid=KA355487actp=searchviewlocale=en_USsearchid=1352134722253
but we have found one worse situation in reality with this warnings in the 
console:

log4j:WARN Continuable parsing error 871 and column 90
log4j:WARN Attribute value com.bmc.noe.appender of type ID must be unique 
within the document.
log4j:WARN Continuable parsing error 907 and column 53
log4j:WARN Attribute value com.bmc.noe of type ID must be unique within the 
document.
log4j:WARN Continuable parsing error 923 and column 97
log4j:WARN Attribute value com.bmc.atrium.event.appender of type ID must be 
unique within the document.
log4j:WARN Continuable parsing error 950 and column 61
log4j:WARN Attribute value com.bmc.atrium.events of type ID must be unique 
within the document.
log4j:WARN Continuable parsing error 962 and column 95
log4j:WARN Attribute value com.bmc.atrium.event.appender of type ID must be 
unique within the document.
log4j:WARN Continuable parsing error 980 and column 64
log4j:WARN Attribute value com.bmc.atrium.ngie.plugin of type ID must be 
unique within the document.
log4j:WARN Continuable parsing error 1028 and column 23
log4j:WARN The content of element type log4j:configuration must match 
(renderer*,appender*,(category|logger)*,root?,categoryFactory?).


Relatively to difference that we have found in the log4j version SP4 regarding 
the SP2 it is firstly the different dimension but above all one bad format of 
file.


Thank's a lot,
David

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Re: several instances of AR System on the same box

[Remedy Maniac]

many thanks to all of you for these inputs !!
This is one of the best list in the whole Galaxy !!



On 10/19/2012 3:34 PM, patrick zandi wrote:
** Remember the hardware requirements..  16 gig  for ITSM 8, so if you 
have like 32 GIG of ram or more then you should be fine.
and if you have Reconciliation.. Well.. you better have alot of 
CPU's... and it configured properly..  hope that helps..


On Fri, Oct 19, 2012 at 6:22 AM, Kulkarni, Vikrant 
vkulka...@columnit.com mailto:vkulka...@columnit.com wrote:


**

Also if I remember it correctly you need to either have only 1
server with port mapper or no server registered with port mapper
to make sure you can connect to both the server concurrently.
Correct me if I am wrong here guys.

Thanks,

Vikrant

*From:*Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] *On
Behalf Of *Hullule, Kiran
*Sent:* Friday, October 19, 2012 3:47 PM


*To:* arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG
*Subject:* Re: several instances of AR System on the same box

**

Then you are good, you can have 2 separate instances (one 7.5 and
another 8.0) on same box using same database server but separate
db instance (tablespace – e.g. ARSystem and ARsystem80)

*From:*Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] *On Behalf Of *Remedy Maniac
*Sent:* Friday, October 19, 2012 1:28 PM
*To:* arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG
*Subject:* Re: several instances of AR System on the same box

**

of course we will use a new license key when the real upgrade will
come.

Presently my intention is only to evaluate the product and see
what it looks like.
So my concern is really if i can safely install the AR System 8
(for evaluation purpose of max 30 days) on the same box than my
current dev and licensed AR System 7.5 ? using 2 different
databases on the same RDBMS server, namely Sybase 15. I've checked
the Matrix for compatibility as well.




On 10/19/2012 9:53 AM, Hullule, Kiran wrote:

Yes you can do that with following consideration:

  


1) Hardware requirement for 8.0  ( Refer 8.0 Installing Guide - Before 
you install Topic)

2) Compatibility Matrix (OS / Database version-patch etc - refer 8.0 
compatibility matrix doc)

3) licensing requirement, you need to purge 7.5 license key and apply 
it for 8.0 or else you need to buy new license key for 8.0

  

  


-Original Message-

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

Sent: Friday, October 19, 2012 1:14 PM

To:arslist@ARSLIST.ORG  mailto:arslist@ARSLIST.ORG

Subject: several instances of AR System on the same box

  


hi list,

  


we are running AR Syste, 7.5 patch 7 on a Solaris 10 box with a Sybase 
15.

We would like to upgrade at some point to 8. Quiet soon.

But by then we still need our 7.5 installation.

My understanding is that I could install the AR System 8 on the same box

using a new DB on the same Sybase server.

Can anybody confirm that please?

Is there any specifics  to pay attention to?

Are there any known issues with such config?

  


Best wishes before the ... sunny :-) here in South Germany ... week-end

  


Serouche

  



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several instances of AR System on the same box

[Remedy Maniac]

hi list,

we are running AR Syste, 7.5 patch 7 on a Solaris 10 box with a Sybase 15.
We would like to upgrade at some point to 8. Quiet soon.
But by then we still need our 7.5 installation.
My understanding is that I could install the AR System 8 on the same box 
using a new DB on the same Sybase server.

Can anybody confirm that please?
Is there any specifics  to pay attention to?
Are there any known issues with such config?

Best wishes before the ... sunny :-) here in South Germany ... week-end

Serouche

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Re: several instances of AR System on the same box

[Remedy Maniac]

of course we will use a new license key when the real upgrade will come.

Presently my intention is only to evaluate the product and see what it 
looks like.
So my concern is really if i can safely install the AR System 8 (for 
evaluation purpose of max 30 days) on the same box than my current dev 
and licensed AR System 7.5 ? using 2 different databases on the same 
RDBMS server, namely Sybase 15. I've checked the Matrix for 
compatibility as well.





On 10/19/2012 9:53 AM, Hullule, Kiran wrote:

Yes you can do that with following consideration:

1) Hardware requirement for 8.0  ( Refer 8.0 Installing Guide - Before you 
install Topic)
2) Compatibility Matrix (OS / Database version-patch etc - refer 8.0 
compatibility matrix doc)
3) licensing requirement, you need to purge 7.5 license key and apply it for 
8.0 or else you need to buy new license key for 8.0


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Maniac
Sent: Friday, October 19, 2012 1:14 PM
To: arslist@ARSLIST.ORG
Subject: several instances of AR System on the same box

hi list,

we are running AR Syste, 7.5 patch 7 on a Solaris 10 box with a Sybase 15.
We would like to upgrade at some point to 8. Quiet soon.
But by then we still need our 7.5 installation.
My understanding is that I could install the AR System 8 on the same box
using a new DB on the same Sybase server.
Can anybody confirm that please?
Is there any specifics  to pay attention to?
Are there any known issues with such config?

Best wishes before the ... sunny :-) here in South Germany ... week-end

Serouche

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Creating ticket from IncidentInterfaceCreate

[Remedy Test]

Hello all,

7.6.02 SP2

I’ve created a form with an AL that pushes fields to Incident Interface_Create 
on After Submit and a Button Field.  It’s not working.  I’ve looked through 
List postings and see where lots of you do this with a Filter on Merge.  
Problem with that is you can’t save with a button when using a Filter.  

We created a form a couple of years back (on 7.5) using an AL with the same 
Execution Options as the AL which I’m having a difficult time with.  Logging 
shows Passed Qualification for the AL but doesn’t create a ticket.  Even if I 
enter those same fields directly in Incident Interface Create it shows me Sumit 
Successful: ID 206, but still doesn’t create a ticket.  Any ideas 
would be greatly appreciated or lead me to documentation on this. I’ve searched 
but there doesn’t seem to be any.

Thanks,
Ricki Haines
Liberty Medical

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Re: Creating ticket from IncidentInterfaceCreate

[Remedy Test]

Thanks, I forgot that part.  Unfortunately it's still not creating a ticket.  
Unless someone else has any ideas, I'll just keep working on it.

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Re: Creating ticket from IncidentInterfaceCreate

[Remedy Test]

Thanks, Rick.  I'll research this one.

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Re: Creating ticket from IncidentInterfaceCreate

[Remedy Test]

Thank you so much - I'm now able to create a new ticket from Incident 
Interface_Create.  One of the missing pieces was z1D_Action = CREATE.  Now 
all I have to do is correct the AL.  You guys are AWESOME !!

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Re: Username Token authentication method

[Team Remedy]

Hi,
thank's for your answers.

The web service isn't exposed from Remedy.

I tried with a client for web services (with WebService Studio) but I was not 
able to consume too.

I try with SoapUi and i upgrade you.

Best Regard,
David.

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Re: ITSM 7.6 - Different view's set for different screen size monitors.

[Team Remedy]

Hi,
thanks for your response.
I wish understand, I can not adjust any form, to dynamically monitor.
Now I wonder how can I change (at least) HPD: Help Desk Classic ?
can you help me ?

thanks in advance.
P

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Re: LDAP authentication issue

[Remedy Maniac]

Hi Fred,

that was the issue. Using

sAMAccountName=$\USER$

helped to solve my problem.
Many thanks




On 10/2/2012 3:35 PM, Grooms, Frederick W wrote:

Serouche,

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

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

Fred

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

Hi,

Its this line that is the issue:

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

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

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

Kind regards
Danny


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

hi list,

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

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



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LDAP authentication issue

[Remedy Maniac]

hi list,

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

END OF LOG FILE^@
...

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

any help/tips on what could be wrong is very much appreciated.
Regards
Serouche

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Re: SRM - Blank requests

[remedy]

Hi Christine,
I have seen this several times as well. The Service Requests is submitted
without Questions/Answers (responses). It seems to be random.

The Questions/Answers still exist in the SRD:MultipleQuestionResponse
form, but do not have an SR Instance ID

I have been able to fix those requests by adding the correct SR Instance ID.

BMC said it may be java related because the Instance ID is generated
through java, but I have not been able to confirm.

I have investigated off and on for several months with no luck. I have not
been able to reproduce the behaviour myself whichs makes it difficult to
track down.

Please let me know if you find a solution, and I will do the same.

Thank you

Les Ganton

 The request record does get created successfully just blank!  Right now we
 are using just the standard SRM SRDs and AOTs, simple design, nothing
 complex.

 I have received a few ideas and will let you know how we make out!  Thanks
 so much for everyone's response!

 Thanks
 c

 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
 Sent: Friday, September 28, 2012 11:27 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: SRM - Blank requests

 **
 Are you using Advanced Interface Forms?  If you're using standard SRM SRDs
 and AOTs I would look at the mappings on the SRD first.  Also you didn't
 mention whether the Service Request record gets created successfully, or
 if it's messed up from the beginning.  I've had issues with the mapping
 from the Service Request to the Work Order on a really old version of SRM,
 I think 2.1, but only for an AIF at that point.

 Thanks,

 Shawn Pierson
 Remedy Developer | Energy Transfer

 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall
 Sent: Friday, September 28, 2012 9:31 AM
 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
 Subject: SRM - Blank requests

 **
 Hoping someone can help me out!

 We have implemented SRM and we are having a intermittent problem with the
 data from the questions not being saved and creating Blank Requests.  Has
 anyone else seen this issue and if so, help to guide me where to look?

 All of our service categories are simple flows - 1 Request to 1 work
 order.  It occurs with any one of the service categories, so no one
 specific one is the problem

 Our environment:

 ARS: AR Server 7.5 .00 Patch 002
 Atrium CMDB: 7.5 .00 Patch 005
 ITSM: 7.5 .01 Patch 001
 SRM: 7.6.00 Patch 001
 Database : SQL 2005 version 5.2.3790

 Anyone's help will be greatly appreciated!

 Thanks
 christine



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Re: Use of sync ui

[Remedy]

All that sync UI is really doing is adding the custom field you added to the 
CMDB, into the views on the AST forms.

You can do the same thing in DevStudio by opening the AST form and clicking the 
'Add Fields to View' menu option.

Adding menu items to your selection's in CMDB will be available to your custom 
fields you added to the AST forms immediately.


Sent from my Apple device...

On 2012-08-23, at 6:43 PM, kiran kiranjl1...@gmail.com wrote:

 **
 Hi Sunil,
  
 My doubt is suppose i add a menu to an already existing field, after doing it 
 thru the class manager,when i chk in dev studio, the changes are reflected.
  
 My doubt is, in this scenario, should i run the sync ui ?
 
 On Thu, Aug 23, 2012 at 8:51 PM, ITSM.Support itsm.supp...@vyomlabs.com 
 wrote:
 **
 Hi,
 
  
 
 ‘Sync Asset UI’ utility is used to synchronize common data model changes with 
 the Asset Management. It will sync all CMDB CDM changes flown down to all 
 respective Asset Management forms.
 
  
 
 --
 
 Regards,
 
 Sunil
 
  
 
 Vyom Labs Pvt. Ltd.
 
 BSM Solutions  Services || ITIL Consulting  Training
 
 Email: i...@vyomlabs.com  || Web Site: www.vyomlabs.com Follow Vyom Labs 
 http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of kiran
 Sent: Thursday, August 23, 2012 12:30 AM
 To: arslist@ARSLIST.ORG
 
 
 Subject: Use of sync ui
  
 
 **
 
 Hi all,
 
 What is the use of running sync ui after doing an update on a form vai 
 clasa manager.
 
 Are these modifications available to the ast forms 
 Without soing q sync ui
 
 Regards
 Kiran
 
 --Sent from my samsung mobile
 
 So typo's or funky words might /will be present.
 
 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_
 
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 -- 
 Regards,
 Kiran
 
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Re: Report limit in ITSM 7.6.4 (fixed thanks to Mac)

[Remedy]

Mac and Claire,

 

The funny (or sad part), is when we had another issue with our mid-tiers the
support engineer said we were on the latest patch. However, those lines were
missing. 

 

Well on to the next issue.

 

Thanks to all and take care of your kidneys (maybe give one up to a friend
in need),

 

Howard

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mac Rhoades
Sent: Thursday, August 16, 2012 3:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Report limit in ITSM 7.6.4 (fixed thanks to Mac)

 

** Claire, 
I was actually on the June 21st Hotfix when I added those lines to my
config.properties file. Still haven't added either the July 7th or the
August 10th patch. Since they are supposed to be cumulative, then the August
10th patch should work also for this (but I am only guessing at that).
Change the below numbers to what your system can work with. 

My current patch level on Mid Tier: 


 


Version 7.6.04 SP3 201206211707 Hotfix 

 


#Maximum entries to be fetched for AR System/Native report to be displayed
on screen
arsystem.nativereport.onscreen_max_entries=5000
arsystem.webreport.onscreen_max_entries=5000

#Maximum entries to be exported to CSV file
arsystem.FileExport_max_entries=2000 


Mac Rhoades / Sr Programmer/Analyst-Specialized Systems / Service Management

MS 352-100, 2205 Northmont Pkwy., Duluth, GA, USA
Phone: 678-252-4364 / VPN: 252-4364 
 mailto:cmrho...@rockwellcollins.com cmrho...@rockwellcollins.com
 http://www.rockwellcollins.com/ www.rockwellcollins.com 






From:Sanford, Claire claire.sanf...@memorialhermann.org 
To:arslist@ARSLIST.ORG 
Date:08/16/2012 03:17 PM 
Subject:Re: Report limit in ITSM 7.6.4 (fixed thanks to Mac) 
Sent by:Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG 

  _  




** 

Howard, 

  

Reading the thread I am minorly confused. Can you provide together all three
of the items to add to the config.properties. 

  

I will say that the August 10th  Mid-Tier patch is much better than the July
7th.  I just checked and the July 7th patch is no longer available. 

  

Claire 

  

From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] On Behalf Of Howard
Richter
Sent: Thursday, August 16, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Report limit in ITSM 7.6.4 (fixed thanks to Mac) 

  

** 

All, 

  

Mac got it right. The issue is fixed when you change all three items. Now
how do we make sure BMC send all of that to anyone having the same issue I
did? 

  

Take care and thank you Mac, 

  

Howard 

  

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Problem migrating people with license application

[Team Remedy]

Hy,
we are migrating the ITSM 7.6.04 data from one server to another using the BMC 
Remedy Migrator.
We have migrated all the data foundation without major problems except for the 
user with a license application (BMC: Incident Mgmt User Fixed or BMC: Incident 
Mgmt User Floating).
After migrating CTM.People and CTM: People Permission Groups, find the 
corresponding rows in the form User License Application, but the field 
'Application License' is not set properly and the user does not have the 
license application.

We missing something? The migrator can set the license application for the user 
or you have to do this manually after the migration?

Best Regards,
David. 

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Re: catch the email before it is deleted

[Remedy Maniac]

hi,

many thanks for your input.
Here is what I implemented:
- on an incoming email, I copy the mail to a temp area before giving it 
to Remedy
- on error, the Remedy deletes the email and records a log with the 
Message-ID
- upon that error, I built a workflow to read that Message-ID, to grep 
it onto my temp area and to catch the email and send a notification to 
the user with infos about the error so the user may try again


This has been done on an emergency.

Next step will find out how to cancel the rollback and the deletion of 
the email





On 7/17/2012 3:13 PM, Logan, Kelly wrote:

**

I had a similar issue with the EzEmail system that was creating 
tickets based on emails (ARS 7.1); when there was an error in 
submitting the ticket, it would rollback to error out the email 
submission as well so I couldn’t see what the problem was.


The quick fix was to:

1. Create a filter that runs a notify command,

2. Modify the filters that ran on submit, and

3. Enable the Error Handler to point to that filter.

The filter was set to note the error code, description, mailbox name, 
time of submit, from, to, and subject line of the email. This has been 
enough to contact the sender and request email be resubmitted or to 
forward to the service desk to have them contact the sender by 
alternate means.


For more intelligent handling, you can create a series of filters that 
read the error code thrown and act accordingly, if you can determine 
the problem and fix it, you can even remove the error flag and 
continue the submission process.


For more, see “Error handling filters” in your Workflow guide. (I 
don’t have 7.5 guides or I’d note the pages. :^)


Good luck!

*Kelly Logan*, Sr. Systems Administrator (Remedy, Planview), GMS

ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 
48106-1346 USA | 734.997.4777


kelly.lo...@proquest.com mailto:kelly.lo...@proquest.com

www.proquest.com

*ProQuest*...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

/This email and any files transmitted with it are confidential and 
intended solely for the use of the individual or entity to whom they 
are addressed. If you have received this email in error please notify 
the sender, and delete the message from your computer/.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Maniac

Sent: Monday, July 16, 2012 2:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: catch the email before it is deleted

I am a bit tight with time ... i.e. I need to hurry up for a solution 
... I can't seem to get the email that is being deleted on the fly on 
error I found another way of doing with the Message-Id of the email 
I'll build a workflow to pull out a copy of that email from disk and 
do something with it Thought if in the meantime, somebody would tell 
how to catch the email before it is deleted or even to replace the 
delete by another action that would be cool maybe I have missed 
something but I don't really see what is deleting the email ... i.e. 
it looks like it is on GUID not being generated but ... actually I 
haven't been further ... not sure if it is worth ...


maybe my first workaround is quicker to implement any advice is 
appreciated


On 7/13/2012 4:05 PM, David Durling wrote:

 Serouche,



 I'm on 7.5 also.  I think the emails that error  aren't kept for me 
often exceed the database field length for the subject or cc: or to: 
fields on the AR System Email Messages form itself.   Just mentioning 
because if that's the case, you'll want to take that into 
consideration somehow in terms of getting the message into Remedy.




 (But I don't have an automated solution - in situations where I can, I

 have a copy in another mailbox that I can manually look at, as was

 mentioned.  Often the message turns out to be spam, but not always.)



 David



 -Original Message-

 From: Action Request System discussion list(ARSList)

 [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Maniac

 Sent: Friday, July 13, 2012 9:30 AM

 To: arslist@ARSLIST.ORG

 Subject: Re: catch the email before it is deleted



 I am using ARS 7.5 patch 7

 I have not the mentioned form

 The email is actually deleted, there is no trace of it anywhere I

 need a workflow to catch the mail before it is deleted I tried to

 read the file from disk with the Message Id provided by the Error

 logs but up to now, I am not succeeding









 On 7/12/2012 8:01 PM, Grooms, Frederick W wrote:

 Serouche,



 You didn't state what version ARS.  The AR System Email Error 
Messages


 form was introduced in the 7.6.x version of ARS.

 Unless you have custom workflow the default escalation leaves

 inbound

 emails in the AR System Email Messages form for a couple of days

 before deleting them.  The original email is an attachment on the

 Advanced Options

 - Attachment Alternatives tab

 Fred

Re: catch the email before it is deleted

[Remedy Maniac]

I am a bit tight with time ... i.e. I need to hurry up for a solution 
... I can't seem to get the email that is being deleted on the fly on error
I found another way of doing with the Message-Id of the email I'll build 
a workflow to pull out a copy of that email from disk and do something 
with it
Thought if in the meantime, somebody would tell how to catch the email 
before it is deleted or even to replace the delete by another action 
that would be cool
maybe I have missed something but I don't really see what is deleting 
the email ... i.e. it looks like it is on GUID not being generated but 
... actually I haven't been further ... not sure if it is worth ... 
maybe my first workaround is quicker to implement

any advice is appreciated




On 7/13/2012 4:05 PM, David Durling wrote:

Serouche,

I'm on 7.5 also.  I think the emails that error  aren't kept for me often 
exceed the database field length for the subject or cc: or to: fields on the AR 
System Email Messages form itself.   Just mentioning because if that's the case, 
you'll want to take that into consideration somehow in terms of getting the message 
into Remedy.

(But I don't have an automated solution - in situations where I can, I have a 
copy in another mailbox that I can manually look at, as was mentioned.  Often 
the message turns out to be spam, but not always.)

David


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Maniac
Sent: Friday, July 13, 2012 9:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: catch the email before it is deleted

I am using ARS 7.5 patch 7
I have not the mentioned form
The email is actually deleted, there is no trace of it anywhere I need a
workflow to catch the mail before it is deleted I tried to read the file from
disk with the Message Id provided by the Error logs but up to now, I am not
succeeding




On 7/12/2012 8:01 PM, Grooms, Frederick W wrote:

Serouche,

You didn't state what version ARS.  The AR System Email Error Messages

form was introduced in the 7.6.x version of ARS.

Unless you have custom workflow the default escalation leaves inbound

emails in the AR System Email Messages form for a couple of days before
deleting them.  The original email is an attachment on the Advanced Options
- Attachment Alternatives tab

Fred


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

[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk

Sent: Thursday, July 12, 2012 12:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: catch the email before it is deleted

**
You should be able to find a form with name AR System Email Error

Messages, which is an exact replica of AR System Email Messages form, with
additional feature(button) to copy entry to AR System Email Messages form.

If you do not find it you can re import this form from the def file in the

email engine install folder.

If I understand correctly you want to catch email errors and reprocess them

as they occur without have to resend the email from end user.

We have a similar things.
We have monitors setup on Email log files and then this form AR System

Email Error Messages.

Anytime the monitor detects a new line or a new entry then we get

alerted.

Then we go to AR System Email Error Messages form and look  for the error

entry, correct the data and then click the button Copy To AR System Email
Messages Form. It will create a regular entry in Email form and email engine
will pick it up in the next pooling.


-Original Message-
On Thursday, July 12, 2012 3:02:09 AM UTC-7, Remedy Maniac wrote:
**
I am concerned by incoming emails
and I do not see any AR System Email Error Messages in my ARSystem

installation


-Original Message-
On 7/12/2012 11:42 AM, Rajesh Nair wrote:
**
if i am not wrong in arsystem email messages configuration form you have

an option for setting outgoing mail  do u want to delete or not

if set to know the mail remains in the email message form even if there is

error in transmitting it.

if the option is NO and still the message gets deleted then you probably

need to check for the workflow.


-Original Message-
On Thu, Jul 12, 2012 at 2:49 PM, Remedy Maniac

remedy.man...@gmail.com wrote:

i am thinking to that solution too.
I already have a procedure to copy the email to disk before I give it to the

email engine. But I'd like to build a workflow upon the error occurs

So i'd like to have the email not being deleted from the Remedy database
And to answer to Misi and Rajesh:
- I was referring to emails that the email engine had already pulled, and not

the one on the mail server where we have tons of copies of,

- and looking into the logs didn't show me where to catch the email before

the email engine deletes it.

That would be cool if somebody would know and would share the

knowledge

It looks like that has something to do with the GUID of the email being

generated or not ...

cheers


-Original

Re: catch the email before it is deleted

[Remedy Maniac]

hi,

many thanks.
But I didn't see any def file attached.
That's anyhow what I'd like to achieve.




On 7/12/2012 7:04 PM, patchsk wrote:

**
You should be able to find a form with name AR System Email Error 
Messages, which is an exact replica of AR System Email Messages form, 
with additional feature(button) to copy entry to AR System Email 
Messages form.
If you do not find it you can re import this form from the def file in 
the email engine install folder.
If I understand correctly you want to catch email errors and reprocess 
them as they occur without have to resend the email from end user.

We have a similar things.
We have monitors setup on Email log files and then this form AR System 
Email Error Messages.

Anytime the monitor detects a new line or a new entry then we get alerted.
Then we go to AR System Email Error Messages form and look  for the 
error entry, correct the data and then click the button Copy To AR 
System Email Messages Form. It will create a regular entry in Email 
form and email engine will pick it up in the next pooling.



On Thursday, July 12, 2012 3:02:09 AM UTC-7, Remedy Maniac wrote:

**
I am concerned by incoming emails
and I do not see any AR System Email Error Messages in my
ARSystem installation



On 7/12/2012 11:42 AM, Rajesh Nair wrote:

**
if i am not wrong in arsystem email messages configuration
form you have an option for setting outgoing mail  do u want to
delete or not
if set to know the mail remains in the email message form even if
there is error in transmitting it.
if the option is NO and still the message gets deleted then you
probably need to check for the workflow.


On Thu, Jul 12, 2012 at 2:49 PM, Remedy Maniac
remedy.man...@gmail.com mailto:remedy.man...@gmail.com wrote:

i am thinking to that solution too.
I already have a procedure to copy the email to disk before I
give it to the email engine. But I'd like to build a workflow
upon the error occurs
So i'd like to have the email not being deleted from the
Remedy database
And to answer to Misi and Rajesh:
- I was referring to emails that the email engine had already
pulled, and not the one on the mail server where we have tons
of copies of,
- and looking into the logs didn't show me where to catch the
email before the email engine deletes it.

That would be cool if somebody would know and would share the
knowledge
It looks like that has something to do with the GUID of the
email being generated or not ...
cheers




On 7/12/2012 10:55 AM, Gregory, Malcolm wrote:

we set up a rule on the mailbox to copy the email to
another folder in the mailbox on arrival, that way
regardless of what the email engine did, we caught the email

Cheers, Malcolm

On 12/07/2012, at 6:10 PM, Remedy Maniac
remedy.man...@gmail.com
mailto:remedy.man...@gmail.com wrote:

dear list,

when an error occurs on email submission, the Email
engine deletes the
message and logs an entry in AR System Email Error Logs.
I need to catch the email before it is deleted.
Is there a (simple) way to do so?
Any help would be appreciated.
Best
serouche


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Re: catch the email before it is deleted

[Remedy Maniac]

I am using ARS 7.5 patch 7
I have not the mentioned form
The email is actually deleted, there is no trace of it anywhere
I need a workflow to catch the mail before it is deleted
I tried to read the file from disk with the Message Id provided by the 
Error logs but up to now, I am not succeeding





On 7/12/2012 8:01 PM, Grooms, Frederick W wrote:

Serouche,

You didn't state what version ARS.  The AR System Email Error Messages form 
was introduced in the 7.6.x version of ARS.

Unless you have custom workflow the default escalation leaves inbound emails in the AR 
System Email Messages form for a couple of days before deleting them.  The original 
email is an attachment on the Advanced Options - Attachment Alternatives tab

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Thursday, July 12, 2012 12:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: catch the email before it is deleted

**
You should be able to find a form with name AR System Email Error Messages, 
which is an exact replica of AR System Email Messages form, with additional 
feature(button) to copy entry to AR System Email Messages form.
If you do not find it you can re import this form from the def file in the 
email engine install folder.
If I understand correctly you want to catch email errors and reprocess them as 
they occur without have to resend the email from end user.
We have a similar things.
We have monitors setup on Email log files and then this form AR System Email 
Error Messages.
Anytime the monitor detects a new line or a new entry then we get alerted.
Then we go to AR System Email Error Messages form and look  for the error 
entry, correct the data and then click the button Copy To AR System Email 
Messages Form. It will create a regular entry in Email form and email engine 
will pick it up in the next pooling.


-Original Message-
On Thursday, July 12, 2012 3:02:09 AM UTC-7, Remedy Maniac wrote:
**
I am concerned by incoming emails
and I do not see any AR System Email Error Messages in my ARSystem 
installation


-Original Message-
On 7/12/2012 11:42 AM, Rajesh Nair wrote:
**
if i am not wrong in arsystem email messages configuration form you have an 
option for setting outgoing mail  do u want to delete or not
if set to know the mail remains in the email message form even if there is 
error in transmitting it.
  
if the option is NO and still the message gets deleted then you probably need to check for the workflow.


  
-Original Message-

On Thu, Jul 12, 2012 at 2:49 PM, Remedy Maniac remedy.man...@gmail.com wrote:
i am thinking to that solution too.
I already have a procedure to copy the email to disk before I give it to the 
email engine. But I'd like to build a workflow upon the error occurs
So i'd like to have the email not being deleted from the Remedy database
And to answer to Misi and Rajesh:
- I was referring to emails that the email engine had already pulled, and not 
the one on the mail server where we have tons of copies of,
- and looking into the logs didn't show me where to catch the email before the 
email engine deletes it.

That would be cool if somebody would know and would share the knowledge
It looks like that has something to do with the GUID of the email being 
generated or not ...
cheers


-Original Message-
On 7/12/2012 10:55 AM, Gregory, Malcolm wrote:
we set up a rule on the mailbox to copy the email to another folder in the 
mailbox on arrival, that way regardless of what the email engine did, we caught 
the email

Cheers, Malcolm


-Original Message-
On 12/07/2012, at 6:10 PM, Remedy Maniac  wrote:

dear list,

when an error occurs on email submission, the Email engine deletes the
message and logs an entry in AR System Email Error Logs.
I need to catch the email before it is deleted.
Is there a (simple) way to do so?
Any help would be appreciated.
Best
serouche



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catch the email before it is deleted

[Remedy Maniac]

dear list,

when an error occurs on email submission, the Email engine deletes the 
message and logs an entry in AR System Email Error Logs.

I need to catch the email before it is deleted.
Is there a (simple) way to do so?
Any help would be appreciated.
Best
serouche

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Re: catch the email before it is deleted

[Remedy Maniac]

i am thinking to that solution too.
I already have a procedure to copy the email to disk before I give it to 
the email engine. But I'd like to build a workflow upon the error occurs

So i'd like to have the email not being deleted from the Remedy database
And to answer to Misi and Rajesh:
- I was referring to emails that the email engine had already pulled, 
and not the one on the mail server where we have tons of copies of,
- and looking into the logs didn't show me where to catch the email 
before the email engine deletes it.


That would be cool if somebody would know and would share the knowledge
It looks like that has something to do with the GUID of the email being 
generated or not ...

cheers



On 7/12/2012 10:55 AM, Gregory, Malcolm wrote:

we set up a rule on the mailbox to copy the email to another folder in the 
mailbox on arrival, that way regardless of what the email engine did, we caught 
the email

Cheers, Malcolm

On 12/07/2012, at 6:10 PM, Remedy Maniac remedy.man...@gmail.com wrote:

dear list,

when an error occurs on email submission, the Email engine deletes the
message and logs an entry in AR System Email Error Logs.
I need to catch the email before it is deleted.
Is there a (simple) way to do so?
Any help would be appreciated.
Best
serouche

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Re: catch the email before it is deleted

[Remedy Maniac]

I am concerned by incoming emails
and I do not see any AR System Email Error Messages in my ARSystem 
installation




On 7/12/2012 11:42 AM, Rajesh Nair wrote:

**
if i am not wrong in arsystem email messages configuration form you 
have an option for setting outgoing mail  do u want to delete or not
if set to know the mail remains in the email message form even if 
there is error in transmitting it.
if the option is NO and still the message gets deleted then you 
probably need to check for the workflow.



On Thu, Jul 12, 2012 at 2:49 PM, Remedy Maniac 
remedy.man...@gmail.com mailto:remedy.man...@gmail.com wrote:


i am thinking to that solution too.
I already have a procedure to copy the email to disk before I give
it to the email engine. But I'd like to build a workflow upon the
error occurs
So i'd like to have the email not being deleted from the Remedy
database
And to answer to Misi and Rajesh:
- I was referring to emails that the email engine had already
pulled, and not the one on the mail server where we have tons of
copies of,
- and looking into the logs didn't show me where to catch the
email before the email engine deletes it.

That would be cool if somebody would know and would share the
knowledge
It looks like that has something to do with the GUID of the email
being generated or not ...
cheers




On 7/12/2012 10:55 AM, Gregory, Malcolm wrote:

we set up a rule on the mailbox to copy the email to another
folder in the mailbox on arrival, that way regardless of what
the email engine did, we caught the email

Cheers, Malcolm

On 12/07/2012, at 6:10 PM, Remedy Maniac
remedy.man...@gmail.com mailto:remedy.man...@gmail.com wrote:

dear list,

when an error occurs on email submission, the Email engine
deletes the
message and logs an entry in AR System Email Error Logs.
I need to catch the email before it is deleted.
Is there a (simple) way to do so?
Any help would be appreciated.
Best
serouche


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Re: catch the email before it is deleted

[Remedy Maniac]

yeah great ... many thanks for your input ... do you have more help on 
this idea?




On 7/12/2012 5:12 PM, Mahesh Chandra wrote:

You may create a custom Filter and leverage Filter error handler to capture the 
error so that the transaction is not rolled back.

Thanks
Mahesh
Sent from my iPhone

On Jul 12, 2012, at 3:09 AM, Remedy Maniac remedy.man...@gmail.com wrote:


dear list,

when an error occurs on email submission, the Email engine deletes the message 
and logs an entry in AR System Email Error Logs.
I need to catch the email before it is deleted.
Is there a (simple) way to do so?
Any help would be appreciated.
Best
serouche

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Re: ARERR 8939: Plugin Server not responding

[Remedy Guy]

Hi Friends,

Thanks for all those valuble inputs. I guess i am almost near the culprit
now!


*Environment:*
*ARS 7.1 patch 006  OS: Linux*

I find that the port numbers vary in the ar.conf file from that in
pluginsvr_config.xml.
ar.conf has 7156
pluginsvr_config.xml has 


Also, i dont find the following entry  in ar.conf file!
Server-Plugin-Alias: ARSYS.ALRT.WEBSERVICE ARSYS.ALRT.WEBSERVICE
{serverName:Port}


So, my doubt now is : Is specifying the Server plugin alias mandatory in
the ar.conf file. Because i have the entry
Plugin: /opt/remedy/ARSystem/bin/libwebservice.so.

Also, should i change the port number to 7156 in the plugin_config.xml?
The server installation was done years back without me and we dont have any
clear documentation on the order of installation and config details!
Is there any white paper/doc available on the checklist for web service
configuration settings. The one available in Integration with third party
plugins doesnt really help much!

It will be great if you can help me with this!

Thanks a bunch to all of you again!



Regards,
Gifthia

On Fri, Jul 6, 2012 at 9:04 AM, ITSM.Support itsm.supp...@vyomlabs.comwrote:

 **

 Hi,

 ** **

 You can check below things:

 ** **

 -Verify from task-manager if arplugin.exe is running, if not restart
 ARPort mapper service.

 ** **

 -If port mapper is not configured for assigning the port check if same
 port is being used by some another application

 ** **

 -You may also check if the below entries for web service plug-ins are in
 ar.conf (ar.cfg) file. (arserver and port number must be same for each
 plugin)

 · Server-Plugin-Alias: ARSYS.ALRT.WEBSERVICE ARSYS.ALRT.WEBSERVICE
 ARServer:Port No

 · Server-Plugin-Alias: ARSYS.ARF.WEBSERVICE ARSYS.ARF.WEBSERVICE
 ARServer:Port No

 ** **

 -Also there may be issue with pluginsvr_config.xml file. Check if above
 plug-ins are registered in pluginsvr_config.xml file with same port number
 which is configured in ar.conf file.

 ** **

 -Check the libraries/jars are available in specified directory.

  

 -User should try with increasing 'Filter API RPC Time out' value and again
 check with the issue.

  

 --

 Regards,

 ITSM Support

 ** **

 Vyom Labs Pvt. Ltd.

 BSM Solutions  Services || ITIL Consulting  Training

 Email: i...@vyomlabs.com  || Web Site: www.vyomlabs.com Follow Vyom Labs
 http://twitter.com/#!/vyomlabs ||
 http://www.linkedin.com/company/vyom-labs

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy Guy
 *Sent:* Friday, July 06, 2012 1:18 AM
 *To:* arslist@ARSLIST.ORG

 *Subject:* ARERR 8939: Plugin Server not responding

  ** **

 ** Hi Friends,

 ** **

 I have created a prototype web service in ARS 7.1 patch 004. I am trying
 to consume the same from the same server using Filter Set fields.

 But, all i receive is ARERR [8939] The AR System Plug-In server is not
 responding.  Cannot connect to the system at this time.  Contact your AR
 System Administrator for assistance. 

 ** **

 I consumed the same Web Service using SOAPUI client and it works fine. I
 am able to receive the response in the UI client. 

 The error happens only when consumed from Remedy.

 ** **

 Am i missing out anything? Where should i start to debug. I could not find
 out anything in the Plug-in log. 

 Your help will be of great help to me.

 ** **

 Thanks,

 Gifthia

 ** **

 ** **

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Re: ARERR 8939: Plugin Server not responding

[Remedy Guy]

Hi,

Yes, libwebservice.so file exists in the path specified.

And the Plugin Port : 7156 entry also appears in ar.conf file.

In the pluginsvr_config xml, i see that

 nameARSYS.ARF.WEBSERVICE/name
typeFilterAPI/type
codeJAVA/code

filename/opt/remedy/ARSystem/pluginsvr/websvcjava71.jar/filename

classnamecom.bmc.arsys.ws.plugin.WSPlugin/classname


so, i take it as that my plugin is Java based. Also, i have the following
element mapped:
port/port
regPortMapperfalse/regPortMapper
loadNativePluginHosttrue/loadNativePluginHost

This tells me that the Java plugin is used to load the native C plugins.

So, now should i add the server alias? And change the port numbers?

I am still kind of confused in this. Please bear if i am being silly :(

Regards,
Gifthia


On Mon, Jul 9, 2012 at 1:07 PM, patchsk vamsi...@gmail.com wrote:

 ** It seems like your version of remedy is still using C plugin for
 Webservices. That is why you have references to  /opt/remedy/ARSystem/bin/
 **libwebservice.so file.
 Did you check if the file really exists in that path?
 At some point of time BMC converted this C plugin to Java based.
 Port: is the default port for Java plug in.
 Since you are still in C version you do not need to add any plug in alias.

 Check for this line in ar.conf
 Plugin-Port: , if that has 7156, that means your c plug in is using 7156.

 Some times it helps turning on port mapper to debug port related issues.
 Please enable port mapper in your ar.conf, restart ars and see if it helps.

 On Monday, July 9, 2012 12:43:49 PM UTC-7, Remedy Guy wrote:

 ** Hi Friends,

 Thanks for all those valuble inputs. I guess i am almost near the culprit
 now!


 *Environment:*
 *ARS 7.1 patch 006  OS: Linux*

 I find that the port numbers vary in the ar.conf file from that in
 pluginsvr_config.xml.
 ar.conf has 7156
 pluginsvr_config.xml has 


 Also, i dont find the following entry  in ar.conf file!
 Server-Plugin-Alias: ARSYS.ALRT.WEBSERVICE ARSYS.ALRT.WEBSERVICE
 {serverName:Port}


 So, my doubt now is : Is specifying the Server plugin alias mandatory in
 the ar.conf file. Because i have the entry
 Plugin: /opt/remedy/ARSystem/bin/**libwebservice.so.

 Also, should i change the port number to 7156 in the plugin_config.xml?
 The server installation was done years back without me and we dont have
 any clear documentation on the order of installation and config details!
 Is there any white paper/doc available on the checklist for web service
 configuration settings. The one available in Integration with third party
 plugins doesnt really help much!

 It will be great if you can help me with this!

 Thanks a bunch to all of you again!



 Regards,
 Gifthia

 On Fri, Jul 6, 2012 at 9:04 AM, ITSM.Support 
 itsm.supp...@vyomlabs.comwrote:

 **

 Hi,

 ** **

 You can check below things:

 ** **

 -Verify from task-manager if arplugin.exe is running, if not restart
 ARPort mapper service.

 ** **

 -If port mapper is not configured for assigning the port check if same
 port is being used by some another application

 ** **

 -You may also check if the below entries for web service plug-ins are in
 ar.conf (ar.cfg) file. (arserver and port number must be same for each
 plugin)

 · Server-Plugin-Alias: ARSYS.ALRT.WEBSERVICE
 ARSYS.ALRT.WEBSERVICE ARServer:Port No

 · Server-Plugin-Alias: ARSYS.ARF.WEBSERVICE ARSYS.ARF.WEBSERVICE
 ARServer:Port No

 ** **

 -Also there may be issue with pluginsvr_config.xml file. Check if above
 plug-ins are registered in pluginsvr_config.xml file with same port number
 which is configured in ar.conf file.

 ** **

 -Check the libraries/jars are available in specified directory.

  

 -User should try with increasing 'Filter API RPC Time out' value and
 again check with the issue.

  

 --

 Regards,

 ITSM Support

 ** **

 Vyom Labs Pvt. Ltd.

 BSM Solutions  Services || ITIL Consulting  Training

 Email: i...@vyomlabs.com  || Web Site: www.vyomlabs.com Follow Vyom
 Labs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/**
 company/vyom-labs http://www.linkedin.com/company/vyom-labs

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Remedy Guy
 *Sent:* Friday, July 06, 2012 1:18 AM
 *To:* arslist@ARSLIST.ORG

 *Subject:* ARERR 8939: Plugin Server not responding

  ** **

 ** Hi Friends,

 ** **

 I have created a prototype web service in ARS 7.1 patch 004. I am trying
 to consume the same from the same server using Filter Set fields.

 But, all i receive is ARERR [8939] The AR System Plug-In server is not
 responding.  Cannot connect to the system at this time.  Contact your AR
 System Administrator for assistance. 

 ** **

 I consumed the same Web Service using SOAPUI client and it works fine. I
 am able to receive the response in the UI client

Looking for a cheap way to run OOB crystal reports in 7.6.4

[Remedy]

Happy Friday to all,

 

I have a request to find a cheap way to run the BMC provided OOB crystal
reports that came with 7.6.4.

 

Since we use Hyperion for reporting, we do not need to create any new
crystal reports and are not looking to print them. Just run them and save
off the file.

 

So I am looking for a cheap way of getting around the requirement to buy and
then build a crystal server.

 

Too bad that we can't use the user tool in ITSM 7.6.4.

 

Any ideas?

 

Also a Friday thought, 

 

Only Robinson Crusoe had everything done by Friday. ~Author Unknown

 

Take care,

 

Howard 


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Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

[Remedy]

Phil,

Thanks, lets say its been a very strange year.

I will check into this.

Howard

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Murnane, Phil
Sent: Friday, July 06, 2012 3:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

Howard:

First off, really glad you're feeling well enough to Remedy again. :)

Check this out -- it seems promising:
http://wiki.sdn.sap.com/wiki/display/BOBJ/Deploying+Crystal+Reports+for+Visu
al+Studio+2010+Runtime .

HTH,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, July 06, 2012 15:03
To: arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

It's a grain of salt (and I need to avoid that), but it might just fly.

The odd thing, is when I use one of the reports in the user tool on my 7.6.1
system it works. But when I use the same report (also on the user tool) in
the 7.6.4 system, it does not display any data and I can find the data by
doing a simple search.

Thanks this idea is something worth looking into.

Howard

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, July 06, 2012 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

Howard,
I know not of what sort of difficulty I speak when I say thisso please
take it with a grain of salt as either complete lunacy or a doable solution,
depending on your personal and team capabilities.

Now...when we look at the fact that the user tool can utilize these reports
yet the web can'tlet's analyze the 'why' of that.  The native client has
access to the Crystal Reports runtime engine, where the Mid-Tier does not.
This tells that in order to run/print the reports, you do NOT need to
purchase the crystal reports server...you simply need to be able to interact
with the CR runtime.  Sothis is my proposal, and it is off the top of my
head with completely 0 research as to its feasibility.  Write yourself
either a C or a Java application that can do two things.

1 - Log into the Remedy server to get at the report
2 - Interact with the CR runtime (this is the part that I have NO clue
about)

Once written, this application should be able to be called with a button
press, or an escalation, or whatever manner you chose, and it should be able
to log on, get the report in question, process the data in Remedy through
the report, and provide the output in any manner that you deem desirable.

I know, I knoweasier said than done...but certainly in the feasible
realmin fact, a quick google on 'crystal reports runtime java' came up
with an article as the first entry

http://j-integra.intrinsyc.com/support/com/doc/other_examples/Crystal_Report
s.htm

that describes a VERY simple java program that executes a report.  It uses a
DSN to connect...which could obviously be setup with the Remedy ODBC as the
data sourceif I'm not mistaken the 'query' is also readily accessible as
well

I see this as a VERY doable solution to being able to run the reports from
server command line, and even mail the darn things out :)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy
Sent: Friday, July 06, 2012 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Looking for a cheap way to run OOB crystal reports in 7.6.4

** 

Happy Friday to all,

 

I have a request to find a cheap way to run the BMC provided OOB crystal
reports that came with 7.6.4.

 

Since we use Hyperion for reporting, we do not need to create any new
crystal reports and are not looking to print them. Just run them and save
off the file.

 

So I am looking for a cheap way of getting around the requirement to buy and
then build a crystal server.

 

Too bad that we can't use the user tool in ITSM 7.6.4.

 

Any ideas?

 

Also a Friday thought, 

 

Only Robinson Crusoe had everything done by Friday. ~Author Unknown

 

Take care,

 

Howard 

_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_


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