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

[strauss]

You might want to check the online docs - a BMC Software Customer Support 
Notice went out on 26 Nov highlighting this:


Type(2)

Description

Date

Link


[cid:image001.jpg@01CDD58B.17020070]
Online Technical Documentation

Online documentation for the BMC Chat 8.0.

November 15, 2012

HTML<https://docs.bmc.com/docs/display/chat80>(3)

Product

Version(s)

BMC Remedy IT Service Management Suite

8.0.00, 7.6.04


I downloaded the pdf docs that day, but have yet to dig into them.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Saturday, December 08, 2012 6:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: The New BMC Chat (what version of ARS and ITSM will it work on)

** I wonder if there is some confusion regarding what is now BMC Chat and what 
was my-eService Virtual Agent.  We were a my-eService customer and used Virtual 
Agent with AR 7.5 and Help Desk 6.  Now that BMC owns my-eService I am not sure 
if it is possible to get older version of the product.  If it is possible to 
get it in a pre-BMC Chat version, that might be what was discussed with the 
manager.

The last version of Virtual Agent we worked with was 7.2 but I can't imaging it 
changed too drastically (the Remedy pieces anyways, the UI did become more 
webby).  The way it was designed pre-BMC it was pretty self-sufficient and you 
just have to plug it into your existing Incident Management system and people 
data (we use a custom form).  Since BMC incorporating it so quick it make me 
think they didn't change it too much to get it out the door.  Again this is 
speculation since I haven't see Chat 8.0.

I am not surprised that support doesn't have the pre-BMC documentation or know 
too much about it since it was a pretty recent acquisition.

Jason

On Sat, Dec 8, 2012 at 3:06 PM, Remedy 
mailto:rem...@richter-home.net>> wrote:
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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Re: AR System & ITSM Upgrades (we are WAY behind)

[strauss]

Yes, transactional data synced fine.  Some of the configuration data for 
service targets does not travel well, since it is tied to the z-filters that 
are generated from that data.  Editing SLM objects on production after pulling 
the db snapshot that you are upgrading from should be avoided (the BPCU / 
upgrade docs even state something like that).

I did a one-time update of these tables in June 2011 to update all of the new 
or changed records since the upgrade:

SLM:Measurement (OVERLAID)  RRR Sync
SLM:EventSchedule   RRR Sync
SLM:MilestoneLoggingRRR Sync
SLM:SLACompliance   RRR over
SLM:SLAComplianceHistoryRRR over
SLM:RuleActionNotifier  RRR Sync
BMC.AM:BMC_InventoryStorage_RRR over del 0
SLM:ServiceTarget   RRR over del 0
SLM:Association RRR over del 0
SLM:SLADefinition   RRR over del 0
SLM:Milestone   RRR over del 0
SLM:RuleAction  RRR over del 0

...then ONLY updated these four (RRR Sync) in July and early August 2011 until 
cutover:

SLM:Measurement
SLM:EventSchedule
SLM:MilestoneLogging
SLM:RuleActionNotifier

Those four are what I call SLM transactional data; they update/add records as 
incidents are created and service targets are attached to them, and 
subsequently updated.  After you update the incident table, the SLM data should 
be synced to match.  Just don’t allow duplicate escalation notifications to 
leave both servers during the time that they are run parallel.

Don't ask me how BMC.AM:BMC_InventoryStorage_ got involved, but we identified 
is as SLM-related data – with only 1 record.

SLM:Measurement ended up overlaid on the 7.6.04 server to accommodate 7.1 data:
Form SLM:Measurement had a field enumeration in 7.1 that disappeared in 7.6 and 
blocked moving data from production.
o   'Previous Status' (301412100) lost enumeration ID 2 "Pending"
o   This enumeration value set was restored to the SLM:Measurement form so 
that data could be refreshed from production using rrr|Chive.

If you try to migrate your SLM data in its entirety, you will have to figure 
out how to migrate the z-filters as well. The SLM data records store pointers 
to the filters by an identifier, so it may take some tricks to get the objects 
to line up properly.  By the time you get that figured out, you will probably 
have switched to single-malt scotch whiskey - straight!

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mary C.
Sent: Monday, November 26, 2012 3:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System & ITSM Upgrades (we are WAY behind)

Thank all of you for your input.

Christopher, I had that glass of whiskey and finished off the whole fifth by 
the time I re-read your message a couple of times.

I am pretty well convinced we should go with a new install - customize - 
migrate data approach.

Christopher, you mentioned you were synching your old server data to new server 
data every night, including SLM transactional data.  Was that 7.1 SLM data to 
7.6 SLM data?  I sort of assumed it would be impossible to migrate SLM 
transactional data.

Thanks again, everybody!





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SMPM and ITIL V3 2011 Edition

[strauss]

After having about 30 of us go through formal ITIL Foundations training, we 
have been studying Change Management with an eye toward implementing it in ITSM 
8 (we are on 7.6.04.01), and one of the places I have been looking is at the 
SMPM 7.6.04 diagrams.  I just installed SMPM 8.0.00 to see if it has been 
updated to the 2011 Edition of ITIL, and it appears that it has not (and 2012 
is almost over), and in fact it appears identical to 7.6.04.  Does anyone have 
a good feel for whether ANY of the 2011 revisions made it into either ITSM 8.0 
or SMPM 8.0??  If not, we'll have to stick with the IT Process Wiki - which is 
current and gives details on all of the revisions.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

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Re: AR System & ITSM Upgrades (we are WAY behind)

[strauss]

hich still have not been fixed in 8.0.00!  
Since it appears that you do not have either one in production now, that is two 
less headaches for the upgrade.

As to upgrading to 8.0.00, I have not tried that yet and won't until SP1 comes 
out.  I put a Preconfigured Stack Install on a couple of Windows 2008 R2 VMs 
easily enough, but had trouble with all of the Patch installers (now on ARS 
Patch 002, apps Patch 001). It turns out that they must be run as administrator 
in order to work in our setup, which was not true of the stack installer.  I 
would not rate 8.0.00 as ready for production yet, and if you have 
customizations you will want to get them moved to overlays at the point where 
you have upgraded to 7.6.04.01.

If all this scares the heck out of you, and you are not required to upgrade (I 
don't see SLM on your list of implemented apps), the new install - customize - 
migrate data option may be a lot less trouble. Many of our customizations were 
eliminated in the jump from 7.0 apps to 7.6.04, and another major one (adding 
Login Name back in as the key field for people searches) has FINALLY been 
restored in 8.0 and I will be able to drop it in that upgrade if we decide to 
move up. As William pointed out, you have to read and re-read a lot of upgrade 
documentation, most of which was incomplete or incorrect for 7.6.03 and 
7.6.04.00.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mary C.
Sent: Tuesday, November 20, 2012 8:05 PM
To: arslist@ARSLIST.ORG
Subject: AR System & ITSM Upgrades (we are WAY behind)

Hi, 

We are on AR System 7.0.01 Patch 006, CMDB 2.0.1, ITSM 7.0.3 Patch 006 and SLM 
7.0.1 Patch 4.  We were unable to consider upgrading until now, and of course 
this is going to be a major effort from what I can see.  We have some 
customizations, but I think I could rebuild them from scratch if I had to.  We 
are in a Windows/SQL server setup and are running a server group.  We want to 
upgrade everything to 8.0

Here is a high-level upgrade path that Support recommended.
A) Upgrade ITSM 7.0.3 patch 6 to ITSM 7.0.3 patch 9.
B) Run ARserver 7.6.04 patch 4 in upgrade mode.
C) Run the difference report to find the customization.
D) Create Overlay to retain customization.
E) Then upgrade CMDB 7.6.04 patch 4
F) Then upgrade ITSM 7.6.04 patch 4.
G) Once everything is working fine upgrade ARS, CMDB and ITSM to 8.0

Do you all agree with this upgrade path?  Would you recommend another approach?
Any advice you can give me would be appreciated.  Many of you have listed lots 
of gotchas, so I am semi-planning for those pitfalls.

Thank!

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Re: Incoming mail on ITSM

[strauss]

Nothing is there in 7.6.04 unless you build it; what I built from old RemMail 
forms/filters for 7.0 is still working in 7.6.04 – strictly to add a Worklog 
entry to an existing Incident.

ITSM 8.0 finally adds incident creation from incoming (although not as 
foolproof as Remedyforce or competitors), and updates the Worklog from replies 
for Incident, Known Error, Problem, Request, Task, and Work Order.  See 
'Application Administration Console – Foundation – Email Engine Rules – 
Configure Rules.'

The huge shortcoming in 8.0 is that it does not create an Incident for incoming 
mail from an email address that is NOT the Email Address for someone already 
present in the CTM:People table – and you are still limited to ONE email 
address for each people record, as near as I can tell.  Worse, if it does not 
find a matching email it does not create anything at all – just returns an 
error to the sender.  At least Remedyforce and ServiceNow will go ahead and 
create the Incident using a generic Site Guest User or Guest account, 
respectively – allowing the helpdesk to receive the new incident and set the 
correct customer or create a new one. OOTB, ITSM 8.0 just slaps them with the 
following, lovely error message:

Your email with a Subject of: [ Test Email Injection with random text ]
was rejected: [ ]

…and leaves them feeling unfulfilled and unwanted.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

From: , Mark mailto:mbritt...@navisite.com>>
Reply-To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Date: Monday, November 19, 2012 12:50 PM
To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Subject: Incoming mail on ITSM

**
Hi All,

In ITSM 7.6.04, in the Incident I can select Functions > Email System and send 
out a free test email. After send a record of the email is displayed in Work 
Info.   If I send an email to the AR Server, it ends up in the AR System Email 
Messages and stops there. Out of the box can it be pushed to the Work Info of 
the referenced incident? Incident would be in the subject line.

In 6.3 I had to build this email functionality to email from the incident and 
receive replies back to the incident. The push was easly enough but including 
the attachments was pretty complex.  Pleasantly surprised to see that out going 
is built into the OOB ITSM and was hoping the incoming had also been done. If 
it is there, how do I turn it on. If it is not there has anyone done this with 
ITSM and if so how. Any white papers out there for this?

Thanks
Mark

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



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Re: AIE started throwing "A fatal setup error... EIEMSG 3317"

[strauss]

Update (for what it's worth).

I actually built a clone of production yesterday and got the AIE service up and 
running with the same data exchanges, just on a different AR/AIE server.  Then 
I nibbled my way through some of the data, then all of it, running each 
exchange manually.  They have the same problem with fatal setup errors, SOME of 
the time.  We think that the source db may have finally gotten too big for the 
AIE process to handle (324,742 records - queried in 1/10th blocks by the 
trailing digit of the employee id just over 32,000 records per chunk - aie.exe 
is using 39,000 K to 45,000 K during processing).

The error has to do with ChunkSize for CMDB Component Exchanges, which none of 
these are (there are none defined beyond the samples), so it is an inaccurate 
message. We think the aie.exe process is running out of memory, SOME of the 
time; once it throws an error, it is toast until restarted, which may take 
several attempts to start clean.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Wednesday, November 07, 2012 11:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE started throwing "A fatal setup error... EIEMSG 3317"

The open issue is ISS04043743 - I have loaded REAMS of log files and more are 
going up now (this morning I even set stack trace debug on).  I restarted all 
of the servers involved last night, to no avail. I have eliminated any 
connection or authentication issues. The error pertains to CMDB Component 
Exchanges, and THERE ARE NONE (the CMDB is empty)!  This is a set of data 
exchanges to a staging form for People and Users.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Yogesh Somavanshi
Sent: Wednesday, November 07, 2012 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE started throwing "A fatal setup error... EIEMSG 3317"

Hello Strauss,
The reaosn for fatal error might be because of an API failures on AR side, so 
in case if you can share with me the exchange debug log present in the aie 
debug folder will help me in getting the excact cause for this issue.
-Thanks
Yogesh

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Re: Mid-Tier Flush Cache Issue 7.6.4 SP4

[strauss]

My 7.6.04.03 dev server's local mid-tier is set to Pre-Load (normally left OFF 
on a production server), and the Cache Settings are:

0 with Perform check selected  (THIS VALUE MUST BE 0 FOR DEVELOPMENT CACHE MODE)
0
300
Enable Cache Persistence checked

I _believe_ that this is set up as documented for a mid-tier against a server 
in Development Cache mode, but I set it up in early 2011 and have not needed to 
change it.  I recall David Easter pointing us to the mid-tier cache setting 
docs well over a year ago... there may have been more than one source.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, November 08, 2012 1:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier Flush Cache Issue 7.6.4 SP4

** Would it be better to turn caching off in the development environment?  We 
have done this in the past as well as currently we set our cache to check every 
60 seconds for development environments (CTRL/Shift + 
Refresh<http://en.wikipedia.org/wiki/Wikipedia:Bypass_your_cache> is your 
friend in the browser).  I rarely need to wait the full 60 seconds for the 
change to show up.  There are some types of changes that still seem to need a 
full flush (in-line form changes, etc.) but by using this configuration we do 
not have to flush nearly as much as we had to in the past.

Jason

On Thu, Nov 8, 2012 at 10:24 AM, Rodriguez, Rafael J x23718 
mailto:rafael.rodrig...@broadridge.com>> wrote:
Thanks LJ, but this seems a bit disrupting. Especially when you are testing 
development and have to flush the cache a couple times.

Rafael Rodriguez
Manager Remedy/Mid-Tier Enterprise
201.714.3718
rafael.rodrig...@broadridge.com<mailto:rafael.rodrig...@broadridge.com>


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Longwing, 
LJ CTR MDA/IC
Sent: Wednesday, November 07, 2012 11:03 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Mid-Tier Flush Cache Issue 7.6.4 SP4

Rafael,
It is my understanding that at some point in the past, when you told Mid-Tier 
to flush, it would clear the cache, and then immediately start the re-cache 
process per the configured processes.  Then at some time during the 7.6.04 
versions, this stopped working properly, and a flush did nothing other than get 
rid of the cache, but did not re-cache anything.  It's possible that with the 
SP4, they re-fixed the issue to make it start caching again, which would 
explain why it becomes unavailable for awhile.

Some liked it one way, others liked it the other...can't please them all.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of 
Rodriguez, Rafael J x23718
Sent: Wednesday, November 07, 2012 8:58 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Mid-Tier Flush Cache Issue 7.6.4 SP4

**

Hello list, we recently upgraded our dev and qa mid-tier environments from 
7.6.4 SP2 to 7.6.4 SP4. Now when we flush the mid-tier it take literally 
forever to login to application. Once successfully logged in any subsequent 
attempts are much faster. It never took so long before the upgrade while on SP2.



Has anyone experienced this same issue with SP4?



Thanks in advance



Rafael Rodriguez

Manager Remedy/Mid-Tier Enterprise

201.714.3718

rafael.rodrig...@broadridge.com<mailto:rafael.rodrig...@broadridge.com>

cid:image004.jpg@01CBE256.CEA9F220




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Re: Multiple ARSystem databases on one database server

[strauss]

If the server hosting SQL Server 2008 is powerful enough (mainly RAM), it is 
fairly easy to add another instance of SQL Server to host a second ARSystem.  I 
did this on my current production SQL Server while doing the migration from 
7.1/7.0 to 7.6.04 last year so that I could host an upgrade instance and a new 
install instance side by side.  Once we got 7.6.04 into production, we turned 
off the second SQL Server instance and increased the resources for the 
production SQL Server.

Anything that causes you to use a different name for the ARSystem database will 
always make it harder to restore that db to another server and ARS instance.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Thursday, November 08, 2012 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Multiple ARSystem databases on one database server

**

Hello everyone,



There is plenty of documentation about moving an ARSystem database from one 
database server to the other. But what do you need to do if that database 
server already contains a database called ARSystem?

We are considering two options: either create a new instance so that we can 
keep using the ARSystem name for both, or we rename that database, after moving 
the database files over.

Is either option better than the other? Are there any showstoppers to doing it 
one way or the other?



Database 1: SQL Server 2003, hosting the database for a custom Remedy 6.3 app

Database 2: SQL Server 2008, hosting the database for ARS and ITSM 8



Thanks for all replies.



Drew Shuller

JTF-Bravo, Honduras
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Re: AIE started throwing "A fatal setup error... EIEMSG 3317"

[strauss]

The open issue is ISS04043743 - I have loaded REAMS of log files and more are 
going up now (this morning I even set stack trace debug on).  I restarted all 
of the servers involved last night, to no avail. I have eliminated any 
connection or authentication issues. The error pertains to CMDB Component 
Exchanges, and THERE ARE NONE (the CMDB is empty)!  This is a set of data 
exchanges to a staging form for People and Users.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Yogesh Somavanshi
Sent: Wednesday, November 07, 2012 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE started throwing "A fatal setup error... EIEMSG 3317"

Hello Strauss,
The reaosn for fatal error might be because of an API failures on AR side, so 
in case if you can share with me the exchange debug log present in the aie 
debug folder will help me in getting the excact cause for this issue.
-Thanks
Yogesh

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Re: Mid-Tier Flush Cache Issue 7.6.4 SP4

[strauss]

I believe they changed this in Sp3, because since then I have to log in as a 
user in that mid-tier in order to get the re-caching process to start.  You can 
watch it in the \cache folder or the mid-tier configuration - cache page.  We 
accepted the change since Sp3 fixed some troublesome firefox-specific problems 
with Work Info notes fields, but we did notice the behavior change.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Wednesday, November 07, 2012 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier Flush Cache Issue 7.6.4 SP4

Rafael,
It is my understanding that at some point in the past, when you told Mid-Tier 
to flush, it would clear the cache, and then immediately start the re-cache 
process per the configured processes.  Then at some time during the 7.6.04 
versions, this stopped working properly, and a flush did nothing other than get 
rid of the cache, but did not re-cache anything.  It's possible that with the 
SP4, they re-fixed the issue to make it start caching again, which would 
explain why it becomes unavailable for awhile.

Some liked it one way, others liked it the other...can't please them all.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rodriguez, Rafael J x23718
Sent: Wednesday, November 07, 2012 8:58 AM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier Flush Cache Issue 7.6.4 SP4

** 

Hello list, we recently upgraded our dev and qa mid-tier environments from 
7.6.4 SP2 to 7.6.4 SP4. Now when we flush the mid-tier it take literally 
forever to login to application. Once successfully logged in any subsequent 
attempts are much faster. It never took so long before the upgrade while on SP2.

 

Has anyone experienced this same issue with SP4?

 

Thanks in advance

 

Rafael Rodriguez

Manager Remedy/Mid-Tier Enterprise

201.714.3718

rafael.rodrig...@broadridge.com

cid:image004.jpg@01CBE256.CEA9F220

 


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Re: AIE started throwing "A fatal setup error... EIEMSG 3317"

[strauss]

Yes, on the server the User Tool can log in using that RPC port instead of the 
usual TCP port.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Tuesday, November 06, 2012 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: AIE started throwing "A fatal setup error... EIEMSG 3317"

Have you tried pointing your client at that private rpc port?  If your client 
can connect, this confirms the availability of it.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, November 06, 2012 11:07 AM
To: arslist@ARSLIST.ORG
Subject: AIE started throwing "A fatal setup error... EIEMSG 3317"

Yesterday, after the first of 10 data exchanges that run hourly ran 
successfully at 16:37, the second refused to start at 16:40 with the error:

A fatal setup error occurred, service cannot run until it is corrected. (EIEMSG 
3317)

Per the troubleshooting docs, such as they are, I have tried changing the 
ChunkSize in the aie.cfg from the default of 5 to 3, 10, 5000, and 
then 500, then restart the AIE Service, and the data exchange still refuses to 
start up properly.  All of the data exchanges are set to run on a private 
thread (390694  1  1) which as far as I know is available, and I don't see 
anything odd in the data that is queued to run (it tries to start with the last 
exchange that ran successfully, not the one it failed first on).  I also tried 
setting it to (390694  1  2) and restarting the service, to no avail.

I opened an issue with BMC at 10:00 AM - no response yet.  The only thing I 
have not tried yet is restarting the AR Server service, or even the entire 
server, since that can only be done during our maintenance window tomorrow 
morning (12-1).  Testing the connection (to an external SQL Server) from the 
Data Exchange works succeeds, so it is not an authentication error or 
connection problem. This set of AIE exchanges has been running in production 
since the summer of 2011 without any hiccups at all, so the only thing that I 
can think of is that the thread is compromised.

Any ideas for troubleshooting are welcome.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

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AIE started throwing "A fatal setup error... EIEMSG 3317"

[strauss]

Yesterday, after the first of 10 data exchanges that run hourly ran 
successfully at 16:37, the second refused to start at 16:40 with the error:

A fatal setup error occurred, service cannot run until it is corrected. (EIEMSG 
3317)

Per the troubleshooting docs, such as they are, I have tried changing the 
ChunkSize in the aie.cfg from the default of 5 to 3, 10, 5000, and 
then 500, then restart the AIE Service, and the data exchange still refuses to 
start up properly.  All of the data exchanges are set to run on a private 
thread (390694  1  1) which as far as I know is available, and I don't see 
anything odd in the data that is queued to run (it tries to start with the last 
exchange that ran successfully, not the one it failed first on).  I also tried 
setting it to (390694  1  2) and restarting the service, to no avail.

I opened an issue with BMC at 10:00 AM - no response yet.  The only thing I 
have not tried yet is restarting the AR Server service, or even the entire 
server, since that can only be done during our maintenance window tomorrow 
morning (12-1).  Testing the connection (to an external SQL Server) from the 
Data Exchange works succeeds, so it is not an authentication error or 
connection problem. This set of AIE exchanges has been running in production 
since the summer of 2011 without any hiccups at all, so the only thing that I 
can think of is that the thread is compromised.

Any ideas for troubleshooting are welcome.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

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Re: Re-use Login ID in Remedy

[strauss]

It is an incredibly bad security practice because it destroys any 
accountability for identity management.  It is akin to reusing the social 
security numbers of deceased persons for newborns (try that analogy on them).  
We do battle with our PeopleSoft drones over this regularly, but it's really a 
problem with them not having a unique index on the table for workforce ids; the 
LDAP login names almost never get duplicated, and our AD syncs to LDAP for that 
data.

If you ever get a security audit, and they are reusing login ids in AD as a 
standard practice, your organization will fail the audit (unless the audit is 
by Arthur Andersen LLP).

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Monday, October 08, 2012 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Re-use Login ID in Remedy

** Hello All,
I have been approached and asked about how we can re-use Login Id' and I've 
never been asked to do this anywhere else. Of course my initial reply was "We 
shouldn't Do That", but I need more of a justification as the company reuses 
login ids via AD as a standard.

Ive told them Login Id is associated with all things ITSM/CI's. I see this 
being a recipe for disaster. Can anyone help me out with your thoughts on this 
one please? Has anyone else done anything like this before?

Thanks in Advance,

Jase Brandon
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Re: Remedy ITSM 7.6.04 SP4

[strauss]

I only put it on my sample data VM-based system; there weren't any installation 
issues other than Atrium and ITSM took a LONG time to run, but they are very 
minimal VMs.  It did not solve our problems with RKM search results not 
displaying in Safari, so we may or may not bother loading it further (ARS is on 
Sp3 but apps on Sp1 on our production system).  I am busy looking at 8.0 and 
several competing products, instead.

BTW, 8.0 solves the RKM results list problem in Safari, but the next step - 
opening the KB article from the link - fails in Safari (you get a mostly blank 
gray screen).  In other browsers, any graphics in the KB article load 
incompletely - at random - so they have issues with pulling all of the 
components of an article out of the db and displaying them together.

I still want to hear if anyone has successfully run any of the 8.0.00 Patch 1 
installers against an ITSM Suite 8.0 Preconfigured Stack install. The stack 
install, BTW, the first one I have ever tried, ran fine once we had met all of 
the myriad requirements for it.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Friday, October 05, 2012 12:42 PM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM 7.6.04 SP4

Has anyone loaded it yet?  Does it fix anything specific for you?  Break 
anything?  Speed things up?  Slow them down?

We are about to look at it on our Dev server and wanted to know if anyone 
encountered any "gotchas"

Thank you!


ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org 

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Re: ITSM 8.0 in Production

[strauss]

So how are your Mac users doing with Safari?  I am still seeing myriad problems 
trying to access Remedy Knowledge Management 8.0.00 content in Safari from a 
search (and that is content CREATED in RKM 8.0.00).  It's better than 7.6.04.x 
(which does NOT work AT ALL, and forced us to keep RKM 7.2 in production when 
we upgraded everything else to 7.6.04.01 a year ago), since search results now 
display - finally after over a year waiting - but the actual articles do not 
open properly from the search results page. Incidents and Change Requests 
display properly, as they are indexed in FTS as well and show up in the results 
list, but not the native RKM content. I am guessing that anyone using chrome 
has the same experience as Safari since it is the same engine (I don't install 
or test it since it isn't supported).  When you open a KB article from the 
search results you get a large blank gray screen where the content should be.  
If you click on the Advanced View button at the bottom of the screen you 
actually get a correct display, but not in the default view.

Just wondered since I'm sure that you have MANY Mac users in your customer base.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Gould
Sent: Monday, September 24, 2012 4:31 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 8.0 in Production

**
Congratulations to the BMC Team on the 8.0 GA!
The U.S. House of Representatives participated in BMC's Select Market 
Availability (early release) program and has been running 8.0 in production 
since September 4th.
There are some great new features in 8.0 (redesigned SRM interface, Social 
Collaboration, Email Rules Engine, Copy/Paste Workflow elements, Wiki-style 
documentation, and many more) that we're really excited about.

We upgraded from ITSM 7.6.00 over the summer and 8.0 has been one of the most 
stable releases I can remember in my 12+ years developing Remedy applications.
I definitely recommend everyone take a hard look and start planning your next 
upgrade sooner than later.

See everyone at WWRUG12!
Regards,
Michael Gould
Manager, Remedy Systems
U.S. House of Representatives
ARS 8.0.00
ITSM 8.0.00
Solaris 10
Oracle 11gR2
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Re: [EXTERNAL] Re: New Remedy Release 8.0 - Great feedback about product from one key customer of BMC Software

[strauss]

Tried that; twice. Each time the patch blew up, and I opened an Issue on it.

This is on a stack install of 8.0 on a clean 2008 R2/SQL 2008 VM set. The stack 
install seemed to go perfectly. Two shots at the ARS patch – two failures to 
install, and I gave up.  I cannot tell if it actually corrupted the ARS 8.0 
installation, but the mid-tier hung and threw errors repeatedly yesterday.  
It’s on a separately installed Tomcat 6.0.35 instance that is set up EXACTLY 
like the ones we have in production with 7.6.04.03, but it seemed to have 
caching problems even after a full preload then turning preload off.

So I am wishing that I had NOT tried to run the patch 001 installer immediately 
after the 8.0.00 stack install.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Wednesday, September 26, 2012 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Re: New Remedy Release 8.0 - Great feedback about 
product from one key customer of BMC Software

**
Yes – Patch 001 released at exactly the same time as 8.0.00.   Obviously, the 
recommendation is to load Patch 001 right after installing / upgrading to 
8.0.00.

-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
BMC Software, Inc.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bruce Sisk
Sent: Wednesday, September 26, 2012 11:18 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: [EXTERNAL] Re: New Remedy Release 8.0 - Great feedback about 
product from one key customer of BMC Software

**
It seems there is a 8.0 patch 1 ars download available...



Sent from my iPad

On Sep 26, 2012, at 1:51 PM, "Goodall, Andrew C" 
mailto:ago...@jcp.com>> wrote:
**
Couldn’t agree more Natalie. I’ve worked with many software vendors over the 
years and BMC seem to have the most bugs or “working as designed” excuses I’ve 
ever seen.
This is one area I truly wish BMC would pursue to improve with a passion.

Regards,

Andrew C. Goodall
Software Engineer
Development Services
ago...@jcpenney.com<mailto:ago...@jcpenney.com>
jcpenney
6501 Legacy Drive
Plano, TX 75024
jcp.com<http://jcp.com>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of Stroud, Natalie K
Sent: Wednesday, September 26, 2012 12:40 PM
To: arslist@arslist.org<mailto:arslist@arslist.org>
Subject: Re: [EXTERNAL] Re: New Remedy Release 8.0 - Great feedback about 
product from one key customer of BMC Software

**
Don’t get me started on the topic of BMC’s QA process for ITSM, LOL.   I do QA 
as opposed to development for our Remedy team, and while I do appreciate that 
it’s difficult to do QA well (and I think perhaps harder when you have 
different server OSes, DB languages, etc. all supported combinations of which 
have to play nicely together – we at least have just the one server OS and DB 
language to worry about), it’s definitely an area that BMC could stand to 
improve.  Their testing appears to me to lack thoroughness (i.e. testing all 
the different places where a given action can be done – such as creating 
relationships between tickets, which can be done in 3 different places I know 
of offhand in Incident Management alone), does not appear to look at 
consistency of behavior of common fields like the Work Info or Notes fields or 
how the same information is presented between modules (in 7.6.04 SP2, try doing 
a Prod Cat search for a term that should have multiple matches in both Incident 
and Change Management for an example of what I mean), and at times appears not 
to include the practice of regression testing.

Does anybody know if they have a dedicated QA team for ITSM?  Or do they just 
have teams of various people for whom testing is one among many duties?  If the 
latter is true, it would certainly explain some of the holes I’ve seen in their 
product.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov<mailto:nkst...@sandia.gov>
ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Wednesday, September 26, 2012 8:53 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: [EXTERNAL] Re: New Remedy Release 8.0 - Great feedback about product 
from one key customer of BMC Software

**
You know roofers and painters give 

Re: AR Server License and HostID Question

[strauss]

There was a bug in one release of 7.6 where it pulls the WRONG MAC address from 
the server BIOS in Win2K8 (does not happen on Win2K3) and was not possible to 
control; they were using an outdated cmd line utility that obtained a different 
response from the OS.  I think it was fixed in a patch, but we bailed on Win2K8 
for that and other reasons and stayed on Win2K3.  There should be a KB article 
on it.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Sharp
Sent: Thursday, July 12, 2012 2:32 PM
To: arslist@ARSLIST.ORG
Subject: AR Server License and HostID Question

**
** Hi All -

I am getting confusing information about the Remedy HostID for license keys. We 
are running on Wintel 2K8 and VM ESX platform as a guest OS. The HostID that 
shows up in the top right corner of the License screen is 00505688. In the 
properties of the active NIC for the AR server, it reads: 0050568800FF. Does 
Remedy interpret the FF as 00 in its HostID value? Our support partner is 
telling me that we can enter any HostID into the NIC properties, which I don't 
see as an available option.

[http://us.mg6.mail.yahoo.com/neo/Image1.gif]

Rick Sharp
IT Services Team Lead
Holcim, North American Service Center
1707 Cole Blvd Suite 100
Golden,CO 80401
Tel: 303-716-5306
Cell: 720-289-8535
Fax: 855-247-3690
Email: rick.sh...@aggregate-us.com<mailto:rick.sh...@aggregate-us.com>
http://www.aggregate-us.com<http://www.aggregate-us.com/>
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Re: RESOLVED: Scroll Bar randomly appearing in Character Fields on INC form

[strauss]

Support did give us a fix to apply directly to the ARSystem.css file on each 
mid-tier:
--

/* Workaround for firefox issue where a horizontal scrollbar appears inside a 
text field */
textarea.sr {
padding-bottom:3px;
}

The simplest way to fix this would just be to add the "overflow:hidden" to this 
block in the css file.

Modify the /resources/moz/stylesheets/ARSystem.css as follows:

/* Workaround for firefox issue where a horizontal scrollbar appears inside a 
text field */
textarea.sr {
padding-bottom:3px;
overflow:hidden;
}

Please flush the browser and tomcat cache after making the changes and perform 
the test.
---

In fact, the browsers read the ARSystem.css file when logging in to a new 
session and there was no need to flush the mid-tier cache.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jon Slaven
Sent: Thursday, July 05, 2012 9:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: RESOLVED: Scroll Bar randomly appearing in Character Fields on INC 
form

** Hi Ali,

Apologies for the late response, I was on vacation.

You have to install the Stylish plugin for Firefox, and add that as a script  
(essentially Stylish allows you to add to the CSS for a site or page).  Don't 
forget to change the domain to match your server/balancer's name.

If you're looking for a system-wide fix, you'd have to edit the Remedy CSS 
file(s) directly on the mid-tier.


Thanks,
Jon
_
Jon Slaven | Amway | 616-787-7132 | 
jon.sla...@amway.com<mailto:jon.sla...@amway.com>



From:ali_md mailto:feru@gmail.com>>
To:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Date:06/29/2012 10:35 AM
Subject:Re: RESOLVED: Scroll Bar randomly appearing in Character Fields 
on INC form
Sent by:"Action Request System discussion list(ARSList)" 
mailto:arslist@ARSLIST.ORG>>




Jon

Are you able to view the text beyond the visible text area (when you type in
characters more than the visible text area) ?

Also, in what file (or individual forms) did you make this change?

Thanks
Ali


Jon Slaven wrote:
>
> I installed the Stylish plugin and added this as a script, seems to work
> pretty well in the meantime.
>
> @-moz-document domain("remedy76.intranet.local") {
> textarea.text,div.text,textarea.Editor{ overflow-x:hidden ! important; } }
>
> (Based on the workaround Tim posted earlier)
>
> That black screen is particularly jarring though...
>
> Thanks,
> Jon
> _
> Jon Slaven | Amway | 616-787-7132 | 
> jon.sla...@amway.com<mailto:jon.sla...@amway.com>
>
>
>
> From:   Tommy Morris 
> mailto:tommy.mor...@pinebreeze.com>>
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Date:   06/22/2012 03:46 PM
> Subject:Re: RESOLVED: Scroll Bar randomly appearing in Character
> Fields on INC form
> Sent by:"Action Request System discussion list(ARSList)"
> mailto:arslist@ARSLIST.ORG>>
>
>
>
> **
> They probably have a disclaimer buried in the EULA concerning strobe
> induced seizures.
>
> From: Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
> Sent: Friday, June 22, 2012 2:36 PM
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Subject: Re: RESOLVED: Scroll Bar randomly appearing in Character Fields
> on INC form
>
> **
> Thanks for the tip; we had to open an issue on this problem, and on the
> violently BLACK screen that now appears behind any pop-up or dialog in the
> mid-tier if using FFv13.  That is #SW00432310 according to BMC.  I wonder
> if Mozilla can be held liable for epileptic seizures or optical migraines
> induced by this new misbehavior?
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
> Sent: Monday, June 18, 2012 7:28 AM
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Subject: Re: RESOLVED: Scroll Bar randomly appearing in Character Fields
> on INC form
>
> **
> We have a support ticket open on this as well. Our specialist tells me
> it’s a CSS issue and how the CSS interacts with FFv13. Defect #SW00432406
> logged for it.
>
> Anothe

Re: Completely OT: MS SQL Server 'Compact' 3.5 SP1... How does this differ from the regular SQL server?

[strauss]

That replaced the old MSDE (Microsoft Data Engine) instances that things like 
Crystal Enterprise installed (that were code-red vulnerable ootb).  They were 
basically unmanaged instances of SQL Server 7, 2000, or 2005.  It should be 
fairly secure since it is SQL Server 2008 and Visual Studio 2008 vintage.  If 
you install the SQL Server 2008 Tools you can manage it, assuming that it does 
not come with its own management interface; MSDE never did.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Tuesday, July 03, 2012 11:24 AM
To: arslist@ARSLIST.ORG
Subject: Completely OT: MS SQL Server 'Compact' 3.5 SP1... How does this differ 
from the regular SQL server?

**

I recently purchased an OBD II Reader (for reading onboard diagnostics on my 
car), and the data link connector for a PC installs a MS SQL Server Compact 3.5 
SP1. I had never heard of this product (SQL Server ‘Compact’) until I just had 
to install both the 32 and 64 bit version of it to support the data link 
connector for the OBD II reader..

Has anyone had to use this (SQL Server Compact) in the past?

How does this differ from the regular SQL server that we use for lets say the 
AR System??

Joe

PS: Since this is no relation with the AR System, please reply to me directly 
if you will and spare the bandwith on the list. I was tempted to ask the list 
here only because this tool uses a RDBMS which is a type of the MS-SQL server 
so some of you might have had to use it with some other non-related tools..
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Re: Running the ARsystem service as a plain windows user account

[strauss]

Since my system has been on the public Internet from day one (3.x on NT 4), the 
"corporate firewall" has never really been an issue.  I control what ports are 
accessible from where on the individual server firewalls.  When we go to a 
hosted app, that becomes someone else's problem.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Tuesday, July 03, 2012 9:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Running the ARsystem service as a plain windows user account

Christopher,
The security folks seemed to accept my reply that running as a non-admin may be 
possible but it needs elevated permissions.
I think they are mainly concerned about the system reaching outside the 
corporate firewall.
That was one to the other questions that they had. Since we don't do that we 
should be ok.

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


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Wednesday, June 27, 2012 1:08 PM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: Running the ARsystem service as a plain windows user 
account

I don't think file permissions will be enough.  You might try giving it only 
some of the explicit permissions (run as a service, act as a part of the 
operating system) that it normally gets from the local admin group rights and 
see if that works. I have not had to discuss this to our security team, but 
they have not considered it a problem during their security scans.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Wednesday, June 27, 2012 11:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Running the ARsystem service as a plain windows user account

Christopher,

That's how we have our system setup (ARS, Email POP, and Tomcat). The 
difference being that our domain account has local admin access. 
The Systems Security people want to know if it's required. I guess I'll tell 
them no BUT it does need Power User access.
Then 6 months from now they'll tell me that I have an account running a service 
as a Power User and that is not allowed.


So if I give the Program Files directories for BMC and Tomcat power user full 
control I should be ok?


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


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Wednesday, June 27, 2012 11:47 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: Running the ARsystem service as a plain windows user 
account

In my experience the ARS Server service has to run as a local admin account, 
and also as an account with access to the SQL Server database.  What we have 
used for many years is a Domain User account (not a Domain Admin or other role) 
that has been granted local admin rights on the AR Server, AND is the dbo in 
SQL Server for the ARSystem database.  Flashboards has always run fine as Local 
System.  I do give this Domain Account (it is not a local Windows account) full 
rights to the BMC Software directory structures where the applications are 
installed (before installation).  Again, the service itself runs under that 
Domain User account - ARS 7.x installers usually get this correct if the 
account has been set up properly on the SQL Server first.

The email engine is another matter.  If you are using MAPI and have Outlook 
installed on the AR Server, the Domain User for the MAPI mailbox has to be a 
local admin as well, and have the rights to log on locally and run Outlook 
against the mailbox that AREmail is using; the Email Engine service itself must 
run under that Domain User account.  This works fine in Windows Server 2003, 
but I never got it working to my satisfaction in Windows Server 2008; the mail 
engine would not log in and send mail unless you had a current logged-in 
session under the mailbox user account open, and started the mail service from 
there.  Log out, and it stopped working.  It was one of the main reasons we 
switch from MAPI (for ARS 7.1) to SMTP/POP (for ARS 7.6.04).

When using SMTP/POP, the BMC Remed

Re: Running the ARsystem service as a plain windows user account

[strauss]

I don't think file permissions will be enough.  You might try giving it only 
some of the explicit permissions (run as a service, act as a part of the 
operating system) that it normally gets from the local admin group rights and 
see if that works. I have not had to discuss this to our security team, but 
they have not considered it a problem during their security scans.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Wednesday, June 27, 2012 11:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Running the ARsystem service as a plain windows user account

Christopher,

That's how we have our system setup (ARS, Email POP, and Tomcat). The 
difference being that our domain account has local admin access. 
The Systems Security people want to know if it's required. I guess I'll tell 
them no BUT it does need Power User access.
Then 6 months from now they'll tell me that I have an account running a service 
as a Power User and that is not allowed.


So if I give the Program Files directories for BMC and Tomcat power user full 
control I should be ok?


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


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Wednesday, June 27, 2012 11:47 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: Running the ARsystem service as a plain windows user 
account

In my experience the ARS Server service has to run as a local admin account, 
and also as an account with access to the SQL Server database.  What we have 
used for many years is a Domain User account (not a Domain Admin or other role) 
that has been granted local admin rights on the AR Server, AND is the dbo in 
SQL Server for the ARSystem database.  Flashboards has always run fine as Local 
System.  I do give this Domain Account (it is not a local Windows account) full 
rights to the BMC Software directory structures where the applications are 
installed (before installation).  Again, the service itself runs under that 
Domain User account - ARS 7.x installers usually get this correct if the 
account has been set up properly on the SQL Server first.

The email engine is another matter.  If you are using MAPI and have Outlook 
installed on the AR Server, the Domain User for the MAPI mailbox has to be a 
local admin as well, and have the rights to log on locally and run Outlook 
against the mailbox that AREmail is using; the Email Engine service itself must 
run under that Domain User account.  This works fine in Windows Server 2003, 
but I never got it working to my satisfaction in Windows Server 2008; the mail 
engine would not log in and send mail unless you had a current logged-in 
session under the mailbox user account open, and started the mail service from 
there.  Log out, and it stopped working.  It was one of the main reasons we 
switch from MAPI (for ARS 7.1) to SMTP/POP (for ARS 7.6.04).

When using SMTP/POP, the BMC Remedy Email Engine installs and runs just fine 
under the Local System account.  If you decide to run it under the Domain User 
of the Pop mailbox, then that user would have to be at least a local Power User 
to run the service, with full access to the Email Engine application directory. 
 It only needs to be in the local admin group for MAPI connections.

We do the same with the mid-tier; the Tomcat instance runs under a dedicated 
Domain User that is in the local Power User group, with full rights to the 
Apache file directory structure.  We make those changes after installing Tomcat 
(which installs under Local System), before installing the mid-tier.

BTW, the AR System runs in a dedicated AD forest, so it is an additional 
dependency for the services to be able to authenticate to AD in order to start, 
but it adds a layer of security over local user accounts.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Wednesday, June 27, 2012 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Running the ARsystem service as a plain windows user account

Hello Listers,

ARS 7.6.04
MS SQl 2005
MS Windows 2003 on a VM

I've looked through the installation docs to find out if the AR System service, 
email Service and Flashboards service need to be run as a local admin on a 
windows server.

First we ran it as a local service and the security fo

Re: 7.6.4 SP3

[strauss]

The primary reasons that we applied SP3 (from SP1) were two of the major bug 
fixes.

1. The mid-tier prefetch activity had been slamming the AR plugin server with 
AREA login attempts for all cached users, including users that were no longer 
on the system.  This showed up in the plugin log and the user log, and 
frequently would crash the arplugin process and kill off LDAP authentication 
for ALL users.  After SP3, these events still occur, but no longer crash the 
plugin server.

2. Under SP1, any crystal report that had a date range defined in the parent 
Report form would run as an unqualified search because the new web reporting 
console did not know how to prompt for the dates.  Since there were dozens of 
these reports loaded with ITSM and the other apps as OOTB reports, they had to 
be disabled until we applied SP3.

Note that we completely skipped SP2 because of all of the problems we had with 
the installers during testing.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Goralczyk
Sent: Wednesday, June 27, 2012 10:55 AM
To: arslist@ARSLIST.ORG
Subject: 7.6.4 SP3

Does anybody have a handy list of issues/benefits from this upgrade besides the 
one listed in the PDF?  Management wants a list and I would like to be as 
comprehensive as possible.

Any comments would be welcome and appreciated.

Thanks,

Brian

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Re: Running the ARsystem service as a plain windows user account

[strauss]

In my experience the ARS Server service has to run as a local admin account, 
and also as an account with access to the SQL Server database.  What we have 
used for many years is a Domain User account (not a Domain Admin or other role) 
that has been granted local admin rights on the AR Server, AND is the dbo in 
SQL Server for the ARSystem database.  Flashboards has always run fine as Local 
System.  I do give this Domain Account (it is not a local Windows account) full 
rights to the BMC Software directory structures where the applications are 
installed (before installation).  Again, the service itself runs under that 
Domain User account - ARS 7.x installers usually get this correct if the 
account has been set up properly on the SQL Server first.

The email engine is another matter.  If you are using MAPI and have Outlook 
installed on the AR Server, the Domain User for the MAPI mailbox has to be a 
local admin as well, and have the rights to log on locally and run Outlook 
against the mailbox that AREmail is using; the Email Engine service itself must 
run under that Domain User account.  This works fine in Windows Server 2003, 
but I never got it working to my satisfaction in Windows Server 2008; the mail 
engine would not log in and send mail unless you had a current logged-in 
session under the mailbox user account open, and started the mail service from 
there.  Log out, and it stopped working.  It was one of the main reasons we 
switch from MAPI (for ARS 7.1) to SMTP/POP (for ARS 7.6.04).

When using SMTP/POP, the BMC Remedy Email Engine installs and runs just fine 
under the Local System account.  If you decide to run it under the Domain User 
of the Pop mailbox, then that user would have to be at least a local Power User 
to run the service, with full access to the Email Engine application directory. 
 It only needs to be in the local admin group for MAPI connections.

We do the same with the mid-tier; the Tomcat instance runs under a dedicated 
Domain User that is in the local Power User group, with full rights to the 
Apache file directory structure.  We make those changes after installing Tomcat 
(which installs under Local System), before installing the mid-tier.

BTW, the AR System runs in a dedicated AD forest, so it is an additional 
dependency for the services to be able to authenticate to AD in order to start, 
but it adds a layer of security over local user accounts.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Wednesday, June 27, 2012 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Running the ARsystem service as a plain windows user account

Hello Listers,

ARS 7.6.04
MS SQl 2005
MS Windows 2003 on a VM

I've looked through the installation docs to find out if the AR System service, 
email Service and Flashboards service need to be run as a local admin on a 
windows server.

First we ran it as a local service and the security folks didn't like that. We 
changed to a local admin service account and now they don't like that either.
I tried looking in the docs and the BMC Knowledge base and the only reference 
to a "root" account was for installing on Unix/Linux type servers.

I just need to know if it must be run as a local admin and the reason for it to 
satisfy the Information System Security people. If it run as a regular windows 
user are there any files system permission changes needed on the server? 
Couldn't find anything referencing this.

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

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 
www.wwrug12.com ARSList: "Where the Answers Are"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: Next ARS version

[strauss]

You don't happen to know if there is an SP3 in the works for Atrium Core,  
ITSM, and RKM 7.6.04, do you?  All of my apps are stuck at 7.6.04 SP1 since the 
ITSM SP2 installer was dead on arrival. My server and other ARS components have 
been on 7.6.04 SP3 for months now.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Monday, June 25, 2012 9:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: Next ARS version

**
As with all forward looking statements, everything is tentative - including the 
version number.

Tentatively, the next version is currently expected to be numbered as 8.0.00, 
yes.  It is currently expected to be released in Q3CY12.  It had been 
tentatively numbered as 7.7.00 until a few months ago.  This emphasizes the 
reason why versions are not considered official or confirmed until General 
Availability is reached.

Also note that whether it has "Loads of new features" or not is based on the 
perception of the individual making the statement.   While numbered as 8.0.00, 
it would not be considered a major release based on content when compared to 
the industry's typical definition of "major".  Unfortunately, I can't go into 
details of content on a public forum to further explain.  However, if you 
attend WWRUG 12, I'll be doing  a "What's New" presentation there.  And, of 
course, once it reaches GA there will be a "What's New" document that details 
new features.

-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
BMC Software, Inc.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Tavares
Sent: Monday, June 25, 2012 3:53 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Next ARS version

**
Is there an ETA?
.ron
On Mon, Jun 25, 2012 at 12:16 AM, Joe Martin D'Souza 
mailto:jdso...@shyle.net>> wrote:
**
It is technically Christened as 8.0 although it was formally scheduled to be 
released as 7.7.

7.7 release was renamed basically to 8.0.

Joe

From: Francois Seegers<mailto:franco...@blueturtle.co.za>
Sent: Sunday, June 24, 2012 1:30 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Next ARS version

**
Hi All,

I really hope this version is a stable version that will win back customer 
trust in the remedy applications.  "Loads of new features and expectations" 
will be respectable for a such major release but I think looking at the amount 
of bugs introduced since version 7.6 that stability across platforms is the 
most important.

Francois

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of praveen 
kumar
Sent: Sunday, June 24, 2012 5:12 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Next ARS version

**
Yes..! next ARS release will be 8.0 confirmed by BMC. Loads of new features and 
expectations. Fingers crossed for the upcoming release.

Cheers.!
prawin
>
> I think it was to be 7.7, but then BMC decided there are enough new
> feature to call it 8.0.
>
> On 24/06/2012 12:22, Jose Huerta wrote:
> > ** I'm a bit confused about next version.
> >
> > Some people told me that it will be 7.7, but others say 8.0. I'm sure
> > that you'll have the correct answer.
> >
> > Regards,
> >
> > Jose Huerta
> > http://theremedyforit.com/
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the 
Answers Are"_

_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_

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Re: RESOLVED: Scroll Bar randomly appearing in Character Fields on INC form

[strauss]

Thanks for the tip; we had to open an issue on this problem, and on the 
violently BLACK screen that now appears behind any pop-up or dialog in the 
mid-tier if using FFv13.  That is #SW00432310 according to BMC.  I wonder if 
Mozilla can be held liable for epileptic seizures or optical migraines induced 
by this new misbehavior?

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Monday, June 18, 2012 7:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: RESOLVED: Scroll Bar randomly appearing in Character Fields on INC 
form

**
We have a support ticket open on this as well. Our specialist tells me it's a 
CSS issue and how the CSS interacts with FFv13. Defect #SW00432406 logged for 
it.

Another note.
Once you are able to successfully downgrade to FFv12, don't forget to go into 
your FF option menu (Tools/Options/Advanced/Update) and change the Update 
option from automatic to Check and Notify Me or Never. If you don't, it will 
auto-update itself back to v13 in short order.

For those of you that can't downgrade to FFv12 due to company polices, etc., 
there is a workaround* that will let you use FFv13. See attached.

*No guarantees on the workaround and I cannot offer any more info on it. This 
came from BMC and I have not played with it or tested it personally.

Tim

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Friday, June 08, 2012 2:26 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: RESOLVED: Scroll Bar randomly appearing in Character Fields on INC 
form

**
Pardon my ignorance. I understand the issue being seen in the screenshot that 
was provided and rolling back to 12 seems to be the right work-around. I really 
appreciate the heads-up.

The question I have is this. What should the browser do if "you enter data that 
is one character longer than the data displayed in the field length"? It seems 
like text fields have always either wrapped text or added scroll bars when the 
data is larger than the field. Maybe I'm confusing text fields with character 
fields?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Jase Brandon
Sent: Friday, June 08, 2012 11:09 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: RESOLVED: Scroll Bar randomly appearing in Character Fields on INC form

** Thanks David - and you are 100% correct. Reverting to Firefox 12 completely 
resolved the issue.

WARNING TO ALL - FIREFOX 13 Causes scroll bars to appear in char fields when 
you enter data that is one character longer than the data displayed in the 
field length.

Thanks,

Jase
On Fri, Jun 8, 2012 at 1:59 PM, David Durling 
mailto:durl...@uga.edu>> wrote:
**
I'm told FF 14 beta has the issue, too.

David D.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Jase 
Brandon
Sent: Friday, June 08, 2012 1:59 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Scroll Bar randomly appearing in Character Fields on INC form

** Hi David - EXACTLY! FF13 is causing the issue.  I'm going to try to download 
FF 12 during the interim and see if that helps.

Thanks,

Jase
On Fri, Jun 8, 2012 at 1:54 PM, David Durling 
mailto:durl...@uga.edu>> wrote:
**
Firefox 13.0 was recently released, and that's where we're seeing it (image 
attached).  Is that what you're experiencing?

We are on ARS 7.5 patch 007, and were going to try patch 008 to see if it fixes 
it.

David Durling
University of Georgia


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Jase 
Brandon
Sent: Friday, June 08, 2012 1:48 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Scroll Bar randomly appearing in Character Fields on INC form

** Hello All,

7.6.04 SP2
Windows

Today we are having a very strange issue that I've never seen before in 7.6.04 
SP2. Scroll Bars are appearing randomly in the 'Summary' field on the Incident 
form... and in one other custom field we added on the INC form.
The only trend I've noticed is that if you enter data in that field... as soon 
as the data length exceeds the keystrokes DISPLAYED in the field, the scroll 
bar appears. Ex. Summary is a 0 length char field in our environment, but... 33 
chars are displayed in the field unless you expend the select box. When I add 
the 34th keystroke... BAM.. Scrollbar appears has anyone else seen this? I 
am beyond perplexed. I've flushed the web cache which seemed to help for a few 
mins, but then the issue

Re: IncidentInterface_Create

[strauss]

Well, the integration of Kinetic Request 4.0.3.3 to Incident 7.0.02.009 via 
HPD:IncidentInterface_Create was still worked after upgrading to KR 5.0.3 and 
Incident 7.6.04.01 where HPD:IncidentInterface_Create and HPD:Help Desk are 
both Overlaid, so that is a good thing I think.  The biggest hang-up was the 
glaring new error BMC introduced into the HPD:Template form, which upgraded 
improperly and stopped working at all.

BTW, I seem to recall that we have never gotten Kinetic to create a new 
Incident record in a Closed status - I don't know if the limitation is in 
Kinetic or (more likely) in the OOTB interface between 
HPD:IncidentInterface_Create and HPD:Help Desk.

On the other hand (like other developers), we found the HPD:IncidentInterface 
form for modifying existing records to be a dangerous tool, prone to data 
corruption and error.  It was far more reliable (and safer) to create a new 
HPD:WorkLog record and in the process push updates directly to the associated 
HPD:Help Desk record.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, June 06, 2012 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: IncidentInterface_Create

** Also,

I have heard BMC say - that it is a "supported way" to push into Incident...
(You can think of it loosely as an API)

As in - BMC owns the responsibility from version to version - that it will work.

So - if you are somebody like Kinetic - we should feel "somewhat safe" to push 
to incident_create and it will work from version to version.


*** Side note: you may be pushing to one form (incident_create) - but it then 
creates records in a variety of different forms.
So - yes you could do it - but you might have to do 5 pushes vs the one.



-John




On Wed, Jun 6, 2012 at 12:30 PM, Lyle Taylor 
mailto:tayl...@ldschurch.org>> wrote:
My understanding was that the primary purpose of the "interface" forms and web 
services was to provide a more stable integration point for custom 
integrations.  It follows the normal interface vs. implementation paradigm.  
You publish an interface which establishes a contract between your system and 
others, and change that as little as possible.  Then, you can make all the 
changes you want behind the scenes so long as it doesn't break the contract you 
have provided (the interface) with external systems.  The idea then is that BMC 
can change the implementation details of that module without having to worry 
too much about breaking customer integrations if they use the provided 
interface.

In general, my recommendation is to use defined interfaces when possible.  That 
said, I've had numerous problems with that particular interface in ITSM 7.0.  
In particular there are issues around the Status Reason field.  Supposedly they 
have been fixed somewhere along the line in 7.5 or 7.6, but I can't confirm 
that.  There have been at least two issues with it.  The first is that it's 
required to have a value for certain Status values, but was not included in the 
web service.  The second issue is that something is broken in the Join form or 
something that causes it not to save the value correctly.  It doesn't get 
completely ignored, but effectively gets ignored.  It's aggravating - you'll 
see the value getting set at one point in the workflow logs, and then you see 
it unset again later.  I remember going through the filter logs and a filter 
would checked twice to see if it would run.  In one case, the Run If would 
pass, and it would run, the next time it would fail, and so it would not run.  
This was even though the value of the Status and Status Reason fields had not 
changed from one test to the next.  I finally gave up on it.

So, in our case, we use it, and have exposed the Status Reason field, but still 
have some issues around it. Other than that, it seems to work fine, though.

As I said, in general, when an interface is provided I think it is best to use 
the interface unless you have really good reasons not to.  If anything, if 
there is doubt, I would be looking for reasons NOT to use the interface rather 
than reasons TO use the interface.  I'm not sure that sounds right - I wouldn't 
actively look for reasons not to use it - the point is, good justification 
should be in place if you are not going to use the interface.  Justification is 
not required for using the defined interface.  Not sure that sounded much 
better. Oh well... :-)

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Longwing, 
LJ CTR MDA/IC
Sent: Wednesday, June 06, 2012 10:24 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject

Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion

[strauss]

Good point - and that was made clear to us here - one of BMC's SEs explained it 
to us while here working on a POC for ADDM.  The BMC Remedy OnDemand just moves 
what I currently have on premise into the cloud, which our CIOs have already 
decided to do (move to a hosted app in the cloud). Remedyforce would be a 
totally different app, as different as, say, ServiceNow, especially since we 
have no Force.com experience or investment ANYWHERE in our organization.  The 
powers that be are looking at it from a perspective of price, which is half of 
that for Remedy OnDemand.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, May 04, 2012 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion

**
Christopher,
I know you are a smart guy, so don't take this as an insult or anythingbut 
most people that I work with that discuss RemedyForce, don't realize that it 
has NOTHING to do with Remedy.  BMC (as far as I can tell at least) decided on 
that name to try to create a bridge between a new service offering and an 
existing 'name'.it is 100% written in Force.com technology (which I happen 
to know a bit about, and it's good technology)...it's just that the name is 
confusing for people that are familiar with Remedy...they seem to think that 
it's just a 'Cloud Remedy'...but that would be ROD :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Friday, May 04, 2012 8:26 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion

**
Huh.  SCSM didn't even make our list.  Probably because both the CIO and I 
played around with MS' early attempt at a helpdesk app on SharePoint (which I 
consider a waste of a perfectly good SQL Server), and were totally 
underwhelmed, after which MS discontinued it.  I guess I had better see what 
you are talking about.

After our task force had its last scoring and sorting meeting, and the ones 
they wanted to look at were Nimsoft, Numara, IssueTrak, ServiceNow, and 
RemedyForce.  A dozen others were dropped from the list for various reasons 
during the discussions. Existing systems currently in use aren't necessarily 
out of the running (BMC Remedy ITSM, ScriptLogic, and OTRS).  Nimsoft may 
already be out as well, on the criteria of multi-tenancy - we have over 20 
companies and over 80 support organizations in the existing system.

Our sales rep REALLY wants us to look at RemedyForce since it was designed as a 
hosted app from day one, so I guess they do have some license credit transfer 
available for ITSM Suite ---> RemedyForce.  You would think that they would 
from Numara as well, but if not, that gives you less incentive to stay with a 
BMC product.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, May 04, 2012 8:50 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion

**
Unfortunately I think our sales guy did look into it for us so it is likely a 
solid BMC decision from the top down at this point.  The advantage is on 
Remedy's side functionality-wise, but the extra expenses and loss of money 
invested in Footprints is making Microsoft SCSM look better.  I'm pretty sure 
the loss of functionality and the hidden costs of implementing SCSM will result 
in the company spending several orders of magnitude more than the Remedy 
licenses would have cost, but at least initially Microsoft is appearing as a 
much better deal which may put things more in their favor.  It also doesn't 
help that it's going to be me demonstrating what we already have accomplished 
in Remedy and use every day versus Microsoft's marketing team promising all 
sorts of things for a product version that doesn't even officially exist yet.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, May 03, 2012 4:32 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion

**
Hopefully it is just a case of your sales contact not knowing what he or she is 
doing.  We may be migrating from ITSM to one of the other two BMC products 
(requirement is to move to a hosted solution rather than on-premise), and a 
lack of flexibility on trans

Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion

[strauss]

Huh.  SCSM didn't even make our list.  Probably because both the CIO and I 
played around with MS' early attempt at a helpdesk app on SharePoint (which I 
consider a waste of a perfectly good SQL Server), and were totally 
underwhelmed, after which MS discontinued it.  I guess I had better see what 
you are talking about.

After our task force had its last scoring and sorting meeting, and the ones 
they wanted to look at were Nimsoft, Numara, IssueTrak, ServiceNow, and 
RemedyForce.  A dozen others were dropped from the list for various reasons 
during the discussions. Existing systems currently in use aren't necessarily 
out of the running (BMC Remedy ITSM, ScriptLogic, and OTRS).  Nimsoft may 
already be out as well, on the criteria of multi-tenancy - we have over 20 
companies and over 80 support organizations in the existing system.

Our sales rep REALLY wants us to look at RemedyForce since it was designed as a 
hosted app from day one, so I guess they do have some license credit transfer 
available for ITSM Suite ---> RemedyForce.  You would think that they would 
from Numara as well, but if not, that gives you less incentive to stay with a 
BMC product.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, May 04, 2012 8:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion

**
Unfortunately I think our sales guy did look into it for us so it is likely a 
solid BMC decision from the top down at this point.  The advantage is on 
Remedy's side functionality-wise, but the extra expenses and loss of money 
invested in Footprints is making Microsoft SCSM look better.  I'm pretty sure 
the loss of functionality and the hidden costs of implementing SCSM will result 
in the company spending several orders of magnitude more than the Remedy 
licenses would have cost, but at least initially Microsoft is appearing as a 
much better deal which may put things more in their favor.  It also doesn't 
help that it's going to be me demonstrating what we already have accomplished 
in Remedy and use every day versus Microsoft's marketing team promising all 
sorts of things for a product version that doesn't even officially exist yet.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, May 03, 2012 4:32 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion

**
Hopefully it is just a case of your sales contact not knowing what he or she is 
doing.  We may be migrating from ITSM to one of the other two BMC products 
(requirement is to move to a hosted solution rather than on-premise), and a 
lack of flexibility on transferring licenses is the quickest way I know to 
guarantee that we move to a non-BMC product line.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, May 03, 2012 3:33 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion

**
Andrew,

Thanks.  Footprints is an ITSM suite for smaller companies that BMC just 
purchased this year, sort of along the lines of RemedyForce I suppose.  Our 
hope was that BMC would have a way of migrating from Footprints to Remedy 
without losing the investment our company made with both products.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Thursday, May 03, 2012 3:19 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion

**
I'm not familiar with those other products.

What we've done to minimize license usage and purchases is to try to optimize 
who we provide a fixed vs. floating license.

For heads down console support users and integration service accounts (creating 
and updating) e.g. service desk associates - provide a Fixed license
For all other support users (creating and updating) provide a Floating license. 
1 floating license for every 3 to 5 users - you could start with 1 to 5 and 
increase 1 to 3 if you see yourself reaching or approaching the max under 
license review.

In addition we have allocated any spare fixed license to other "heavy hitters" 
which we see creating/ updating a lot of incidents, problems, changes, etc... I 
get those cou

Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion

[strauss]

Hopefully it is just a case of your sales contact not knowing what he or she is 
doing.  We may be migrating from ITSM to one of the other two BMC products 
(requirement is to move to a hosted solution rather than on-premise), and a 
lack of flexibility on transferring licenses is the quickest way I know to 
guarantee that we move to a non-BMC product line.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, May 03, 2012 3:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion

**
Andrew,

Thanks.  Footprints is an ITSM suite for smaller companies that BMC just 
purchased this year, sort of along the lines of RemedyForce I suppose.  Our 
hope was that BMC would have a way of migrating from Footprints to Remedy 
without losing the investment our company made with both products.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Thursday, May 03, 2012 3:19 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: BMC Numara Footprints to BMC Remedy ITSM License Conversion

**
I'm not familiar with those other products.

What we've done to minimize license usage and purchases is to try to optimize 
who we provide a fixed vs. floating license.

For heads down console support users and integration service accounts (creating 
and updating) e.g. service desk associates - provide a Fixed license
For all other support users (creating and updating) provide a Floating license. 
1 floating license for every 3 to 5 users - you could start with 1 to 5 and 
increase 1 to 3 if you see yourself reaching or approaching the max under 
license review.

In addition we have allocated any spare fixed license to other "heavy hitters" 
which we see creating/ updating a lot of incidents, problems, changes, etc... I 
get those counts from a sql query. That way we can make optimum use of our 
floating licenses. You can also refine this further if you know users shift 
hours and provide more fixed licenses to users during peak hours of the day. 
E.g. our peak usage is around 9-11am - so I look for heavy users logged on 
during that time.

e.g.  600 support users, 100 service desk associates. 100 Fixed licenses, 100 
floating licenses (at 1 to 5)

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
<http://www.jcp.com/>
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, May 03, 2012 3:06 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: BMC Numara Footprints to BMC Remedy ITSM License Conversion

**
We're currently in the process of figuring out how many Remedy licenses we need 
to purchase in order to bring our newly merged organization up on Remedy.  The 
other company that we are being combined with is on Footprints, we are on 
Remedy, so we thought that BMC would have some sort of license conversion 
process.  Unfortunately, we've been told that this is not the case and it 
doesn't seem like BMC sales is willing to work with us on making that 
conversion.

I just wanted to post this as a heads up if anyone else is in a similar 
situation.  Hopefully this changes in the future but at least in our situation 
this is likely to cause severe heartburn with upper management.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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Re: Relationships not showing for custom fields in overlaid forms

[strauss]

I see them as well (custom fields on overlaid forms - Incident 7.6.04.03) but 
then all of my upgrade re-development and subsequent customization was done 
with Record Object Relationships turned on.  I wonder if the bug only appears 
when you make the changes and THEN turn recording on - implying that a new scan 
for relationships might miss them where active recording does not.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, May 03, 2012 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Sorry guys...

I have ITSM SP2 and 7.6.04 SP3 and I can see the relationships on my custom 
fields.

I have all kinds of other problems, but field relationships are not one of them!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, May 03, 2012 10:02 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Thanks for confirming Lynn. It's crazy that this bug has not been fixed yet, 
after all 7.6.04 was released on January 2011.

Now here is the amazing thing: the reply that I got from BMC Support is that 
they were not able to reproduce the issue, meaning the support guy sees 
Relationships for custom fields in overlaid forms.
But I trust a lot more the listers than BMC Support, I have had very crappy 
support lately for a number of issues. If the support guy is lying, he'll be 
really sorry, I'll his manager an earful (which anyway feels like preaching to 
the choir)

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Poston, Lynn [lynn.pos...@graybar.com]
Sent: Thursday, May 03, 2012 10:46 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms
**
Guillaume,

We are on ARS 7.6.04 SP3 and ITSM 7.6.04 SP2 and you are correct.  I just 
checked our custom fields and they do not display the relationships either.

Thanks,
Lynn

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, May 03, 2012 10:42 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms

**

That seems like a bug to me too.. Unfortunately at this site I am not on 7.6.04 
to verify this or I would have been interested in verifying this.

Cheers

Joe

From: Guillaume Rheault<mailto:guilla...@dcshq.com>
Sent: Thursday, May 03, 2012 9:46 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Relationships not showing for custom fields in overlaid forms

**
Dear list,

Could somebody confirm that Relationships or Workflow are not displayed for 
custom fields in overlaid forms. If this is true, then it is a bug.

Yesterday night, I checked the "Record Object Relationships **;' check box in 
the server information, and restarted the server.

This morning, I can see all the workflow and relationships for unmodified/base 
fields in an overlaid form, as well as overlaid fields in an overlaid form.
But I cannot see the Relationships or Workflow of Custom fields in the overlaid 
form.

This seems to be a bug, or I'm missing something.

Our environment is:

ITSM 7.6.04 SP2
ARS 7.6.04 SP2
Windows 2008
Oracle 11g

Thanks all Guillaume
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Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO SHR:LANDINGCONSOLE INTERFERENCE

[strauss]

Oh yeah; one of the reasons (there were several) that we had to keep our RKM 
7.2 server up, with the ARS 7.1 server, when we went live with ITSM 7.6.04.01.  
RKM 7.6.04.01 was nowhere near ready for production use.  Nine months later, 
the 7.2 server is still in production.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Wednesday, May 02, 2012 8:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO 
SHR:LANDINGCONSOLE INTERFERENCE

**
totally ridiculous... there should be a hall of fame/shame devoted to 
ridiculous stuff like this

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of patrick zandi [remedy...@gmail.com]
Sent: Wednesday, May 02, 2012 2:42 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO 
SHR:LANDINGCONSOLE INTERFERENCE
** RKM application is the same way...  it used to have links that never 
changed.. now it does not.. every update new link..

Someone on the list posted (I seem to remember) bmc's answer was submit an 
enhancement request..
On Wed, May 2, 2012 at 2:34 PM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
an enhancement request on a feature that has been working for many years?
you got to be kidding   *-)

Now for

"New cheaper engineers in a 3rd world country needs to reinvent the wheel 
previously created with American ingenuity."
Don't you love this efficiency in world economics?

From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of patrick zandi 
[remedy...@gmail.com<mailto:remedy...@gmail.com>]
Sent: Wednesday, May 02, 2012 2:22 PM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO 
SHR:LANDINGCONSOLE INTERFERENCE

** -- sounds like an enhancement request.


If it already existed previously, and now it needs to be reinvented... the 
conclusion that im coming too would be something like::

New cheaper engineers in a 3rd world country needs to reinvent the wheel 
previously created with American ingenuity.
On Wed, May 2, 2012 at 2:00 PM, strauss 
mailto:stra...@unt.edu>> wrote:
**
Yes, that is the case.  I actually store that entire string in a custom field 
in the Incident on submit - a good time to get the entry id - to use later with 
Kinetic Calendar or anything else that needs a direct URL to the Incident.  
It's much easier than trying to construct it later.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Guillaume 
Rheault
Sent: Wednesday, May 02, 2012 12:15 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO 
SHR:LANDINGCONSOLE INTERFERENCE

**
The only direct access URL that still works, without specifying the 
SHR:LandingConsole is the one where the entry id (field id 1) is specified, 
such as

http://remedy/arsys/servlet/ViewFormServlet?server=remedyapp&form=CHG%3AInfrastructure%20Change&eid=CRQ0011

it really SUCKS that the other direct URL ones don't work, such as the ones 
where you can specify a query.

This new FEATURE broke some existing integrations and made us redesign other 
ones... just great. In the ITSM world, having to deal with entry id makes 
things kludgy for integrations, since it is the incident ID or change ID that 
are visible to the user. But at least that direct ccess URL with the entry ID 
works. I hope BMC does not break that one in ITSM 7.7. The direct access URL 
mechanism as described in the mid-tier guide page 76-84 has been implemented 
for years now until the @#$%^& landing console

It seems to me backwards compatibility should mean more than just API version 
compatibility: it should also consider URLs, specially when more and more 
integrations use these features to display whatever request/ticket/etc.

This kind of problems could be avoided if there was more communication and 
coordination between the different groups that develop the modules, whether 
ITSM modules or core ARS components.
Who knows where in the world  this SHR:LandingConsole was cooked up, but the 
dudes there definitely had no idea about the consequences of their design for 
existing customers.

Now if you want to talk about BMC simplicity, an excellent topic is mid-tier 
active link logging  8 - 0 /
As far as I

Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO SHR:LANDINGCONSOLE INTERFERENCE

[strauss]

Yes, that is the case.  I actually store that entire string in a custom field 
in the Incident on submit - a good time to get the entry id - to use later with 
Kinetic Calendar or anything else that needs a direct URL to the Incident.  
It's much easier than trying to construct it later.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Wednesday, May 02, 2012 12:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO 
SHR:LANDINGCONSOLE INTERFERENCE

**
The only direct access URL that still works, without specifying the 
SHR:LandingConsole is the one where the entry id (field id 1) is specified, 
such as

http://remedy/arsys/servlet/ViewFormServlet?server=remedyapp&form=CHG%3AInfrastructure%20Change&eid=CRQ0011

it really SUCKS that the other direct URL ones don't work, such as the ones 
where you can specify a query.

This new FEATURE broke some existing integrations and made us redesign other 
ones... just great. In the ITSM world, having to deal with entry id makes 
things kludgy for integrations, since it is the incident ID or change ID that 
are visible to the user. But at least that direct ccess URL with the entry ID 
works. I hope BMC does not break that one in ITSM 7.7. The direct access URL 
mechanism as described in the mid-tier guide page 76-84 has been implemented 
for years now until the @#$%^& landing console

It seems to me backwards compatibility should mean more than just API version 
compatibility: it should also consider URLs, specially when more and more 
integrations use these features to display whatever request/ticket/etc.

This kind of problems could be avoided if there was more communication and 
coordination between the different groups that develop the modules, whether 
ITSM modules or core ARS components.
Who knows where in the world  this SHR:LandingConsole was cooked up, but the 
dudes there definitely had no idea about the consequences of their design for 
existing customers.

Now if you want to talk about BMC simplicity, an excellent topic is mid-tier 
active link logging  8 - 0 /
As far as I'm concerned, that whole active link logging area needs to be 
totally re-designed so it's half useful.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Goodall, Andrew C [ago...@jcp.com]
Sent: Friday, April 20, 2012 1:44 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO 
SHR:LANDINGCONSOLE INTERFERENCE
**
All,

FYI - just found out that the direct url link calls to create, display, or 
search a record has changed in 7.6.04 due to the SHR:LandingConsole workflow

e.g. to display an incident in search mode you used to be able to do:

http:///arsys/forms//HPD%3AHelp+Desk/Best+Practice+View/?qual='100161'=%22%22

now in 7.6.04 you have to use:

http:// 
/arsys/forms//SHR%3ALandingConsole/Default+Administrator+View/?mode=search&F304255500=HPD%3AHelp+Desk&F100076=FormOpenNoAppList&F303647600=SearchTicketWithQual&F304255610='100161'%3D%22%22

see attached that we got from BMC Support.

BMC Simplicity at its finest.

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
<http://www.jcp.com/>


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Re: AR System Historical License Usage and App-licenses?

[strauss]

Here are my observations, in case they are useful to you.

There are 24,288 records in my test server - a clone of production from last 
November - and over 50,000 on production today (queries limited to 50,000 and 
unqualified queries not allowed); searching on 'Application Name' = "AR 
Server".  As you stated, those are the only types of records present.

We turned License Tracking on for Write Licenses after upgrading to 7.6.04.01 
last summer, before it went into production.  It is disabled on the test 
server, so the records came from cloning production.

On my test server, the AR System Current License Usage form is empty - License 
Tracking was disabled.  On production I am unable to do an unqualified search, 
but I found a two day old record for my support staff account for Problem 
Management, so the data must be transient (there was not one for 'Application 
Name' = "BMC:Incident Mgmt" until I logged in while testing).  There are 
records present when I search for specific user names.  The only ones I find 
under 'Application Name' = "BMC:Incident Mgmt" are 333 Floats with multiple 
entries across several days and on the same day for frequent users.  I only 
pick up 22 records for Fixed licenses - for AR Server and BMC:Incident Mgmt - 
and there is only one record for each license type for each user - and only 
recent users, back to the most recent AR Server service start.

Interesting.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, April 18, 2012 8:06 AM
To: arslist@ARSLIST.ORG
Subject: AR System Historical License Usage and App-licenses?

Hi,

Has anyone seen any application data in the "AR System Historical License 
Usage" form?

I have tested this on an 7.6.04 SP2 system with ITSM, and I do not see anything 
but 'Application Name' = "AR Server" in there.

If you look at the "AR System Current License Usage", you will see the 
Application Licenses though...

Note that to see any data at all, this has to be turned on in Server 
Information -> Configuration -> License Tracking.

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

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

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Re: Menu's open slowly on web (ARS 7.6.4)

[strauss]

Is it safe to assume that your mid-tiers are fully pre-loaded and using 
persistent cache?  Are they on at least service pack 1 with hotfixes, if not 
sp3?  Mid-tier caching on 7.6.04.x is essential to getting decent performance 
out of it, and several of the releases were not up to snuff (and noticeably 
slower than mid-tier 7.1 had been), especially against IE9.  BMC does have a 
fair amount of new documentation on mid-tier configuration and performance 
tuning that will help, but you may have to open an issue with them to get the 
correct hotfixes.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Support
Sent: Monday, April 16, 2012 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu's open slowly on web (ARS 7.6.4)

**
Thanks again .  Looks like we will have to find a work around here .

On 16/04/2012 16:47, Tauf Chowdhury wrote:
** 7.6.04 does use a bunch of flash objects on their pages now so it's probably 
slower than 7.0 anyway. Also, if your users are on older desktop hardware, the 
process overhead on the desktop may slow down their experience as well. For 
example, if the help desk user has an old p4 with 512mb RAM, the web experience 
will be affected negatively because the browser takes up more memory.
On Mon, Apr 16, 2012 at 10:15 AM, Support 
mailto:supp...@arsmarts.com>> wrote:
Thank you.

They were already using the web, so no difference there.
Indexes should be the same in both versions, but we will double-check.

In fact, it is   well how could I explain this  the "deployment" of the 
menu on the screen that takes a long time (1 to 2 seconds).  It looks like it 
is some kind of visual effect that has been put there on purpose, and we'd like 
to turn it off.

I don't know if I'm clear in what I say here 


On 16/04/2012 15:28, Tauf Chowdhury wrote:
Are they noticing the slowness because they are now using the web
instead of the user tool? If that is the case, that is something they
will need to get used to as web responses can be a bit more costly
than the WUT. If not, maybe take a look at the menus to see if any
indexes are different or missing in the new version. Perhaps there
were some fields that were indexed in your old implementation that
were not OOB.

Sent from my iPhone

On Apr 16, 2012, at 9:21 AM, 
Supportmailto:supp...@arsmarts.com>>  wrote:
Hello List,

In our migration from 7.0.1 to 7.6.4, we have an issue with the speed at
which menu's open (on the web) in 7.6.4.  Indeed, the menu's open really
slowly, and the Call Center people complain that it adds significant
time to call registration.

Anybody met this problem already?
Found a solution?

Thanks.

Kaïs

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--
Tauf Chowdhury


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Re: AREA Authentication Timeout

[strauss]

Try a longer timeout; we use 300.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Wednesday, April 11, 2012 1:41 PM
To: arslist@ARSLIST.ORG
Subject: AREA Authentication Timeout

ARS 7.064 sp2
Redhat 64Bit

Configured server for AREA LDAP and ARDBC. The ARDBC connection works fine. I 
created a Vendor form and can query records on the LDAP server without issue. 
Authentication is not working. From the arplugin.log I can see the following:

ldap_init("ldapserver", 389)
connect timeout previously: -1
connect timeout used: 35000
ldap_set_option(Chase Referrals): ON (handled by plugin) 
ldap_simple_bind("svc-remedy-001", hidden) After the bind 
ldap_search_ext("DC=a,DC=b,DC=c,DC=d", 2, "sAMAccountName=someuser")

After about 35 seconds the call times out with the following:
ARERR [8922] The authentication service is not responding.  Cannot connect to 
the system at this time.  Contact your AR System Administrator for assistance.  
user: someuser,  server: remedyserver

The arpplugin has the following:
Timed out trying to search. Timeout is 40 seconds Cannot find the user info in 
LDAP server FAIL

I know the user exists because I can see it using the Vendor form. I have setup 
three other servers the exact same way but with a different LDAP host and they 
are working fine.

Thoughts?

Thank you.

Frank Caruso

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Re: Populating the BMC_Person

[strauss]

I know that I had to overlay and disable all 39 filters named 
CTM:PPL:Create_BMC_Person_* or CTM:PPL:Modify_BMC_Person_* or 
CTM:PPL:Delete_BMC_Person_* last August that were trying to add and maintain 
CMDB data for the People records, which we push in through a back-end 
integration using AIE.  That stopped all attempts to add any of our almost 
300,000 customer records to the CMDB.

IF we ever need to actually do this, it will be for current faculty/staff and 
NOT students, so we would have to customize these filters anyway to use roles 
before enabling them..

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Greg Donalson
Sent: Monday, April 09, 2012 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Populating the BMC_Person

**
Hi all,

I have noticed now in 7.6.04 (maybe it was earlier as well), that when you 
add/update someone in the CTM:People form, it is adding them to the CMDB as 
well.  Is there a reason that this form is being populated?

Right now we link people to the CI, by using the AST:ComputerSystem form and 
going to the People tab.  I do not us changing this unless BMC makes us in the 
future.

I am just wondering if I can turn off this workflow or if it is needed for 
something I am missing or will be needed in the future.

Thanks!

Greg
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Re: Problem when install ARsystem

[strauss]

The arplugin is still 32-bit.  It shows up in the task manager as arplugin.exe 
*32, and is the process that you have to kill and let armonitor restart 
whenever a mid-tier prefetch trashes the AREA plugin.  Fortunately I have not 
seen that particular problem since applying ARS and mid-tier Sp3.  I’ll have to 
make sure the new post-sp3 mid-tier hotfix doesn’t reintroduce it, but I think 
that problem was actually on the AR Server side.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Sunday, April 08, 2012 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Problem when install ARsystem

**
Wasn’t that limitation only on 7.6.03? I think it was removed on 7.6.04 where 
you could have a 64-bit java environment all round for all components including 
email..

Joe

From: strauss<mailto:stra...@unt.edu>
Sent: Sunday, April 08, 2012 1:41 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Problem when install ARsystem

**
You will need both 32-bit and 64-bit java installed on a windows server; some 
of the java plugins for 7.6.04 are still 32-bit.

If this is a new server, you might want to install the newest build of 1.6.0… 
newer than _20.  It is unwise to wait and update it later, or to allow the auto 
java update to run once it is installed, since on windows that usually destroys 
the registry entries that ARS depends on to find the jre.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Mahmoud Mahdy-Mohamed
Sent: Sunday, April 08, 2012 3:37 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Problem when install ARsystem

**
No, I’m using Windows 2008 R2 as OS and I installed “jdk-6u20-windows-x64” on 
the following path “C:\Program files\Java\JRE6”.
Please advice if you notice any mistakes.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Grooms, Frederick W
Sent: Thursday, April 05, 2012 3:20 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Problem when install ARsystem

**
Which OS?

On a Unix OS, with the JDK, the JRE is located at /jre.  So if my 
java is installed at /opt/ars/java1.6 the jre is located at /opt/ars/java1.6/jre

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Mahmoud Mahdy-Mohamed
Sent: Thursday, April 05, 2012 6:13 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Problem when install ARsystem

**
Dears,
I’m facing a problem while installing ARS 7.6.04 first; it is related to JRE, I 
already installed JDK 6 but the following error appears:-
“Enter the path to the JRE that you want to use with AR System. If a JRE is not 
installed on your system, install JRE 1.5 or later before continuing.”
Please help.


Thanks,
Best Regards,

Mahmoud Mahdy Mohammed,PMP | Business Process Automation
Technology | Products & Services Delivery
Phone: +20(0)104999638
Mail: mailto:mohamed.abdel-haf...@vodafone.com


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*

The content of this document is classified as Vodafone Egypt S.A.E. 
Confidential and Proprietary Information.

The recipient hereby is committed to hold in strict confidence the contents of 
this (e-mail, document, information) and not to disclose to any third party 
without the prior written consent of Vodafone Egypt S.A.E. Recipient will be 
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Re: Problem when install ARsystem

[strauss]

You will need both 32-bit and 64-bit java installed on a windows server; some 
of the java plugins for 7.6.04 are still 32-bit.

If this is a new server, you might want to install the newest build of 1.6.0... 
newer than _20.  It is unwise to wait and update it later, or to allow the auto 
java update to run once it is installed, since on windows that usually destroys 
the registry entries that ARS depends on to find the jre.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mahmoud Mahdy-Mohamed
Sent: Sunday, April 08, 2012 3:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Problem when install ARsystem

**
No, I'm using Windows 2008 R2 as OS and I installed "jdk-6u20-windows-x64" on 
the following path "C:\Program files\Java\JRE6".
Please advice if you notice any mistakes.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Grooms, Frederick W
Sent: Thursday, April 05, 2012 3:20 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Problem when install ARsystem

**
Which OS?

On a Unix OS, with the JDK, the JRE is located at /jre.  So if my 
java is installed at /opt/ars/java1.6 the jre is located at /opt/ars/java1.6/jre

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Mahmoud Mahdy-Mohamed
Sent: Thursday, April 05, 2012 6:13 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Problem when install ARsystem

**
Dears,
I'm facing a problem while installing ARS 7.6.04 first; it is related to JRE, I 
already installed JDK 6 but the following error appears:-
"Enter the path to the JRE that you want to use with AR System. If a JRE is not 
installed on your system, install JRE 1.5 or later before continuing."
Please help.


Thanks,
Best Regards,

Mahmoud Mahdy Mohammed,PMP | Business Process Automation
Technology | Products & Services Delivery
Phone: +20(0)104999638
Mail: 
mahmoud.mahdy-moha...@vodafone.com<mailto:mohamed.abdel-haf...@vodafone.com>


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The content of this document is classified as Vodafone Egypt S.A.E. 
Confidential and Proprietary Information.

The recipient hereby is committed to hold in strict confidence the contents of 
this (e-mail, document, information) and not to disclose to any third party 
without the prior written consent of Vodafone Egypt S.A.E. Recipient will be 
held liable for any unauthorized disclosure.

If you have received this message in error, please notify the sender by return 
e-mail and delete the message in its entirety, including any attachments.

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Re: DevStudio Tool

[strauss]

That's actually one of the things the DevStudio makes easy that was much harder 
in the Admin Tool.  It is another one of those tools that you MUST have when 
working with the ITSM Suite, where MOST of the fields have been hidden in the 
user-facing forms.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Greg Donalson
Sent: Friday, March 30, 2012 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool

**
Hi,

The "Work with fields not in view" can be done today.


1)  Open the form that has the field in it that you want to change.

2)  Open the Outline (Window -> Show View -> Outline)

3)  In the top right, one of the Icons is "Show Fields not in View"

4)  Select the field that you would like to change

5)  From here, you can Open the Properties (go to Window -> Show View -> 
Properties) or right-click and Create Overlay

6)  Once you open the Properties, you can see all the Properties of that 
field even though it is not in the view and you can make changes to it.

Thanks!

Greg

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Friday, March 30, 2012 8:49 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: DevStudio Tool

**
Hola Jose

Thanks for the clarification, you make interesting points.
We know that David Easter monitors the ARS list, so maybe he can chime in on 
what he thinks about this

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Jose Huerta [jose.hue...@sm2baleares.es]
Sent: Friday, March 30, 2012 5:14 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: DevStudio Tool
** Guillaume,

I know that Remedy development is very different from structured or object 
programming. But my point is about the quality and possibilities of their 
development tools.

I will explain in detail what I consider essential:

ONLINE DEBUG:
There is a tool in Remedy that allows you to debug step by step. But it's text 
based. I want to log in in debug mode, that executes normally. Set breakpoints 
at some filters. When these filters arrive stop execution, see the fields 
values at this particular moment, and continue executing filters step by step. 
If this can be done by text, Why is it not possible to do through dev studio?

UNITARY TEST:
Configure some actions (like creating a request with some values or call a 
service action with some values) and program the expected behavior. So when you 
run the unitary test the system checks it. Maintaining a library of unitary 
tests on your system and reexecuting them at every change, you get more 
control. I do it now, with some very complex situations, but I need to use 
SOAPUI to call a web service and get the response, checking it to see if it is 
valid.

GRAPHICAL ENHANCEMENTS LIKE BLOCKING OR HIDDING:
Set some elements in a view and group them in layers. Then you can easily hide 
a layer, but only when editing. Or you can block a layer, to be sure you can't 
select it.

ENFORCEMENT OF BEST PRACTICES:
Have a set of best practices configured (like naming convention) and the system 
automatically checks them. So if you brake a best practice the system warms you.

WORK WITH FIELDS NOT IN VIEW:
If you want to reconfigure or change a field that is not present in any view, 
then you must add it (where you can't search it from the fieldid, only by the 
name) to a view, change it and remove it again from the view.

ENHANCED SEARCH:
I can only search elements from one criteria. And the available criteria is not 
enough. If I want to list all filters with some word in the name that are part 
of a particular application, this is not possible. If I want to know which 
filters are used in a particular form, this is not possible (I can only search 
for the primary form, but not shared). I want to list all filters that use a 
particular field in the qualification, this is not possible. I have a Remedy 
form that feeds from the Remedy's data dictionary that can perform all these 
searches.

Under my point of view, the developer studio has the minimum set of feature to 
allow developing, but it is far from being a good tool.

Regards,

Jose Huerta
http://theremedyforit.com/



On Thu, Mar 29, 2012 at 15:55, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
Jose,

I think some of the points you mention are not applicable in the ARS world, 
since as you very well know, ARS is not a 3rd generation language like java or 
.net.
The general consensus is that ARS is greater than a 4th generation language, 
it's either 4.5 or 5th generation.
As a point of reference PL/SQL and T-SQL are 4th generation langu

Re: DevStudio Tool

[strauss]

IMHO, it wasn't worth the enormous interface change/learning curve/pure 
aggravation - UNTIL - the implementation of overlays.  Only when you reach the 
point where you are converting your customizations to overlays does the new 
tool start to make sense, as does the updated Migrator which also takes some 
getting used to. So going from the 7.1.00.02 Admin Tool to the 7.6.04.01 
DevStudio was worth the effort because of the corresponding sea change in 
object management requirements. Overlay implementation was the logical point to 
change the tool set.  Note that you had to have the Admin Tool available to 
perform tasks on base forms that DevStudio would not do, while converting.

As to screen size, I got a 27" iMac specifically to run this thing, on Windows 
7 x64 under Parallels (2498 x 1367), but not until after I had already slogged 
through most of the customizations on XP x86 with a 24" screen (1920 x 1200).  
Screen size/resolution is absolutely a big factor with this real estate hog.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carin Sinclair
Sent: Wednesday, March 28, 2012 3:24 PM
To: arslist@ARSLIST.ORG
Subject: DevStudio Tool

Hello there all, 

We would like to have your input on a Question.

How happy are you with  DevStudio 7.5-7.6 to do customizations? 
Do you miss the Admintool?
Are you satisfied with the DevStudio functionality, usability and reliability.

If there was one thing you would change about DevStudio, what would it be?


Thank you
Carin

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Re: AR 7.6.04sp3 Fresh Install

[strauss]

IMHO, the problem is the reverse of that – the application service pack 2 
installers won’t install on an Sp3 system (they wouldn’t install correctly on 
an Sp1 system either, making the KA referenced below a joke, but that’s another 
story).  I would not expect an SP to ARS to look at everything else on the 
server beyond the ARS core.  The individual app installers do, because they 
depend on ARS core modules, but the inverse is not true.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Tuesday, March 27, 2012 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR 7.6.04sp3 Fresh Install

**
So it doesn’t check what's already installed on  the server as a pre-check and 
stop a user from installing SP3 the applications are not at a minimum version? 
Let alone none of them are already installed? That would seem like a fault with 
the installer when compared with its predecessors as previous installers 
performed a pre-check..

Joe

From: Roger Justice<mailto:rjust2...@aol.com>
Sent: Tuesday, March 27, 2012 10:57 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: AR 7.6.04sp3 Fresh Install

** There is a KA on support posted that states ARS SP2, Atrium SP2 and ITSM SP2 
must be installed and then you can upgrade to ARS SP3

-Original Message-
From: Tommy Morris 
mailto:tommy.mor...@pinebreeze.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Tue, Mar 27, 2012 10:54 am
Subject: Re: AR 7.6.04sp3 Fresh Install
**
Ah, I was thinking that People was part of AR foundation. I have not performed 
a fresh install in so long I had become used to People being there. The upgrade 
from CMDB 2.2 to 7.6 pushed People records to the Person form but I guess that 
will not try to run on an install. I was thinking that may be why my CMDB 
7.6.04 sp2 install was failing.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG?] On Behalf Of strauss
Sent: Tuesday, March 27, 2012 9:46 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: AR 7.6.04sp3 Fresh Install

**
The 7.6.04.03 installer is only AR Server, mid-tier, clients, and other core 
components (assignment, approval, email).  We are still waiting for SP3 for 
Atrium, ITSM (where the CTM: records are), SLM, RKM, SRM, especially since the 
ITSM SP2 was basically uninstallable on an upgraded SP1 system.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Tommy Morris
Sent: Tuesday, March 27, 2012 9:35 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: AR 7.6.04sp3 Fresh Install

**
Has anyone completed a fresh install of AR 7.6.04sp3? I installed on a new 
system and received an “Installed Successfully” message but there are no CTM 
forms (CTM:People etc). There are only 263 records in ARSCHEMA. I uninstalled 
and deleted the database object and tried to install again but have the same 
results.

Environment:
Windows 2008sr3 x64
SQL


Tommy Morris
CMDB Certified Specialist
Director of Remedy Integration Services

[wlmailhtml:%7bEC74FF82-7ED9-4A6F-A850-D284C281FD19%7dmid://0123/!cid:image001.png@01CD0BFF.771F04E0]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 – mobile
972.899.2366 - office
972.899.2898 - fax
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Re: AR 7.6.04sp3 Fresh Install

[strauss]

The 7.6.04.03 installer is only AR Server, mid-tier, clients, and other core 
components (assignment, approval, email).  We are still waiting for SP3 for 
Atrium, ITSM (where the CTM: records are), SLM, RKM, SRM, especially since the 
ITSM SP2 was basically uninstallable on an upgraded SP1 system.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Tuesday, March 27, 2012 9:35 AM
To: arslist@ARSLIST.ORG
Subject: AR 7.6.04sp3 Fresh Install

**
Has anyone completed a fresh install of AR 7.6.04sp3? I installed on a new 
system and received an "Installed Successfully" message but there are no CTM 
forms (CTM:People etc). There are only 263 records in ARSCHEMA. I uninstalled 
and deleted the database object and tried to install again but have the same 
results.

Environment:
Windows 2008sr3 x64
SQL


Tommy Morris
CMDB Certified Specialist
Director of Remedy Integration Services

[cid:image001.png@01CD0BFE.778E8500]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

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<>

Re: Effects of flushing midtier cache

[strauss]

I agree; normally you don't flush or pre-load unless you migrate a change, or 
apply a service pack, and then you should always do it during scheduled 
maintenance.

Instead of flushing the cache after installing 7.6.04 SP3 I chose to set 
pre-load on, and restart the tomcat instances after the application of SP3 to 
ARS.  Two of the three mid-tiers had already been updated to SP3.  I did this 
on all three mid-tiers, and two on over-speced hardware (the ARS/ITSM server 
with admin mid-tier, and web server with primary mid-tier and Kinetic) 
pre-loaded in about 15 minutes.  The backup mid-tier on the same hardware I 
used for 7.1 took three times longer.  In each case, the first user (me) saw 
slightly slower form dislays (3 - 8 seconds) whereas in my experience they are 
much slower initially after a flush cache operation.  After the initial 
pre-load, I turned that setting back OFF on each mid-tier, and saw normal form 
performance (1-5 seconds).  The \cache folders contain between 850 mb and 1.08 
gb of files.

Our experience with flush cache on SP1 was that the mid-tiers became unstable 
as they threw cached usernames at the AR Server (without passwords), which were 
then thrown at the AREA plugin, which frequently crashed and wiped out external 
authentication until the plugin server was restarted several times.  This 
process always killed threads on the AR Server, which disrupted communications 
between the mid-tier and AR Server, blowing out user sessions and delaying the 
start of new ones while it was going on.  Definitely NOT something you want to 
see during production hours.  The SP3 mid-tier appears to still throw the same 
crap at the AR Server on a pre-fetch, flush/pre-fetch, or pre-load, but they 
must have hardened the Sp3 AR Server and AREA to better handle it.  When the 
mid-tiers were SP3 but the AR Server was Sp1, these problems were still very 
evident.  Time will tell if they have been solved; the SP3 installation has not 
been completely restarted yet, and won't be until Mickey's monthly updates roll 
around.

On the question of what can be safely updated during production, my experience 
is that you can get away with updating something that runs exclusively on the 
server (filters; escalations are more dangerous), but anything that operates in 
the client is saved for the maintenance window or at least after normal work 
hours.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Monday, March 26, 2012 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Effects of flushing midtier cache

If you have the full ITSM suite, then in my experience it takes about 1 hour to 
completely recache (just over 1 GB of cache) and for CPU consumption to fall 
back within normal range.
That is not a "brief" disruption :)


Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Monday, March 26, 2012 3:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Effects of flushing midtier cache

When would you need to flush cache? The obvious answer is when there is a 
workflow change on production.. Changes to workflow are done whenever there is 
need for code change for enhancement or bug fixes.. The general industry 
practice is to manage these changes in a change window, where there is a

scheduled outage, which is typically scheduled on weekends or the least 
productive hours of an organization. So cache should be flushed during these 
changes.

That being said, there may be emergency changes that were a result of a part or 
whole system being rendered unusable pending that change. On such an event it 
would be ok to flush your cache after fixing whatever the 
problem/bug/enhancement was.

Yes flushing cache during production hours may cause a brief negative impact on 
users using the system at the time of the change.

Joe

-Original Message-
From: David Durling
Sent: Monday, March 26, 2012 3:48 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Effects of flushing midtier cache

Hi,

I'm one of those that has found it necessary to use the "flush cache"
button
in the mid tier config when sometimes certain changes aren't picked up at the 
regular cache check interval.

Do you all consider a flush of the mid tier cache to be unintrusive - something 
that can be done during production hours?  Or is it something that should be 
done off-hours?

On our server I don't notice performance issues in using it, and in what

little testing I've done, user sessions seem to be uninterrupted.  (I'm not 
sure abou

Re: Creating the overlay layer when ugprading from ARS & ITSM 7.6.03 to 7.6.04

[strauss]

For starters, you actually might want to review my posts about this from last 
Spring when I was testing 7.6.03 and 7.6.04 upgrade scenarios (from ARS 7.1, 
ITSM 7.0.02/03, SLM 7.1, RKM 7.2), as well as the discussion several of us were 
having on BMCDN at the time:

· 
[https://communities.bmc.com/communities/images/jive-icon-forum-12x12.gif] 
7.6.04 Overlays - Want to keep my custom fields, but want the new 
format<https://communities.bmc.com/communities/thread/51638> was viewed 4,861 
times and replied to by 29 people

The details are much less fresh in my brain now.  I had issues open on this 
with BMC Support for MANY MONTHS, and they were never really resolved.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, March 22, 2012 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Creating the overlay layer when ugprading from ARS & ITSM 7.6.03 
to 7.6.04

**
That’s interesting.

What was your environment like? And what did BMC Support have to say about the 
failures you experienced?

I have received a recent recommendation (as recent as yesterday noon) from a 
BMC representative who was on an onsite visit, that this file works in 
generating the needed overlays. Your experience proves to be contrary to that 
claim.

I would like to hear more about this – both positive and negative experiences..

We aren’t anywhere close to upgrading but are in the process of gathering 
information to move towards that path..

Cheers

Joe

From: strauss<mailto:stra...@unt.edu>
Sent: Thursday, March 22, 2012 11:58 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Creating the overlay layer when ugprading from ARS & ITSM 7.6.03 
to 7.6.04

**
If you are talking about using the hash file as a reference for BPCU to compare 
against, I found that it generated far too many false overlays to be useful.  
The second distribution of the hash file with 7.6.04 was actually worse, 
quadrupling the number of false overlays created by BPCU (all types of 
objects).  Also, when you use the BPCU to create an overlay of a form, what you 
get is an overlay based on the version of the app you are upgrading FROM, not 
the version you are upgrading TO, and you often end up having to delete it and 
recreate it AFTER the upgrade, anyway (the Incident form is the poster child 
for this problem).

In the end, I did not use the hash files for anything, and ONLY used BPCU in 
prefix/suffix mode to convert all of my custom and customized objects (that had 
prefixes) to Custom, after which I disabled ALL of them.  Then I reviewed all 
of these customized objects to see if they still applied to ITSM 7.6.04 (versus 
7.0.02) and if they did, created a NEW overlay from the upgraded 7.6.04 object, 
and added the customization to it.  I saved HUGE amounts of time and effort 
that would have been spent removing all of the false overlays, and trying to 
add the 7.6.04 changes to overlays that were basically 7.0.02 objects.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, March 22, 2012 10:43 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Creating the overlay layer when ugprading from ARS & ITSM 7.6.03 to 
7.6.04

**

I would like to hear about your experiences with using the hash file available 
for ITSM 7.6.03 for creating the overlay layer when upgrading the platform and 
application to 7.6.04. I would like to hear from both, those who have had 
problems and have not successfully been able to upgrade, as well as those who 
had no problems.

Cheers

Joe
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Re: Creating the overlay layer when ugprading from ARS & ITSM 7.6.03 to 7.6.04

[strauss]

If you are talking about using the hash file as a reference for BPCU to compare 
against, I found that it generated far too many false overlays to be useful.  
The second distribution of the hash file with 7.6.04 was actually worse, 
quadrupling the number of false overlays created by BPCU (all types of 
objects).  Also, when you use the BPCU to create an overlay of a form, what you 
get is an overlay based on the version of the app you are upgrading FROM, not 
the version you are upgrading TO, and you often end up having to delete it and 
recreate it AFTER the upgrade, anyway (the Incident form is the poster child 
for this problem).

In the end, I did not use the hash files for anything, and ONLY used BPCU in 
prefix/suffix mode to convert all of my custom and customized objects (that had 
prefixes) to Custom, after which I disabled ALL of them.  Then I reviewed all 
of these customized objects to see if they still applied to ITSM 7.6.04 (versus 
7.0.02) and if they did, created a NEW overlay from the upgraded 7.6.04 object, 
and added the customization to it.  I saved HUGE amounts of time and effort 
that would have been spent removing all of the false overlays, and trying to 
add the 7.6.04 changes to overlays that were basically 7.0.02 objects.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, March 22, 2012 10:43 AM
To: arslist@ARSLIST.ORG
Subject: Creating the overlay layer when ugprading from ARS & ITSM 7.6.03 to 
7.6.04

**

I would like to hear about your experiences with using the hash file available 
for ITSM 7.6.03 for creating the overlay layer when upgrading the platform and 
application to 7.6.04. I would like to hear from both, those who have had 
problems and have not successfully been able to upgrade, as well as those who 
had no problems.

Cheers

Joe
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Are"_

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Re: Installer question...

[strauss]

When you download it from the support web it has its own Quick Start Card and 
Installation Notes – less than 20 pages of information – but it is what you 
will need.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Wednesday, March 21, 2012 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer question...

**
But…where can I find out about the “stack installer”? Is it described somewhere 
or ??

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, March 21, 2012 11:42 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Installer question...

** The Preconfigured stack installed allows you to install all components on a 
single server. I would recommend that you use the individual installers since 
you can then control what is installed.
-Original Message-
From: richard@bwc.state.oh.us<mailto:richard@bwc.state.oh.us> 
mailto:richard@bwc.state.oh.us>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Wed, Mar 21, 2012 11:29 am
Subject: Installer question...
**
We’re currently on 7.5 but there is talk about upgrading to 7.6. I’ve seen
references to a “stack installer” on the list from time to time. However, there
is no mention of it in the 7.6.04 installation manual. Where can I find out
more about it? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
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"Where the Answers Are"_
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Portions of this message may be confidential under an exemption to Ohio's 
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message in error or due to an unauthorized transmission or interception, please 
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this message.
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Re: Installer question...

[strauss]

The last time I checked, the stack installer requires that the database to be 
Unicode, which is additional overhead on the db server that you may not need or 
want.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, March 21, 2012 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer question...

** The Preconfigured stack installed allows you to install all components on a 
single server. I would recommend that you use the individual installers since 
you can then control what is installed.

-Original Message-
From: richard@bwc.state.oh.us<mailto:richard@bwc.state.oh.us> 
mailto:richard@bwc.state.oh.us>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Wed, Mar 21, 2012 11:29 am
Subject: Installer question...
**
We’re currently on 7.5 but there is talk about upgrading to 7.6. I’ve seen
references to a “stack installer” on the list from time to time. However, there
is no mention of it in the 7.6.04 installation manual. Where can I find out
more about it? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. _attend WWRUG12 www.wwrug.com<http://www.wwrug.com/> ARSlist: 
"Where the Answers Are"_
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Re: FTS Plugin issues in 7.6.04

[strauss]

Last night (and very early this morning) I finally installed ARS SP3 on my 
production 7.6.04.01 server, and it promptly started throwing FTS plugin errors 
such as I had seen on my test server(s) in both SP1 and SP3.

Mon Mar 19 01:31:08 2012 : Action Request System(R) Server x64 Version 7.6.04 
SP3 201201302357
(c) Copyright 1991-2011 BMC Software, Inc.
Mon Mar 19 01:32:26 2012  390602 : Cannot establish a network connection to the 
AR System Plug-In server (ARERR 8760)
Mon Mar 19 01:32:26 2012 server.domain.unt.edu (9998) ARSYS.ARF.FTS : RPC: 
Miscellaneous tli error - System error (Connection refused)

When I hit this on my test server, this procedure from support resolved it.  It 
worked this morning on production as well.  I just ran a search from the RKM 
advanced search interface and returned tons of indexed Incident records, so it 
really did create new indexes.  Try this (example is for server group OR for a 
single server like ours):

2. Per KA328228 :

1.  Stop the AR servers in the server group (just the one AR server when not 
using a group)
 Need do this to ensure there are no files locked in contents of the 
Collection directory.
2.  Using a database client, remove the contents of the ft_pending table from 
the DB directly.
3.  Remove the contents of the Collection directory.
4   Restart ARserver.  In a Server group, only restart the primary server at 
this point
5.  Start an FTS Re-Index  by choosing the Re-INdex option in the 
Administration Console/System Information/FTS tab
6.  Monitor the Collection directory to see that files are getting created.
7.  Once you see the files created  (there should be at least 9)  you can bring 
up the other members of the Server Group
Once the FT-Indexing in complete, start testing Full Text Searches.

I guess that it is really a data error, but who knows what will happen the next 
time we reboot the server (restarting ARS did NOT trigger the error after steps 
1 through 4); I did not run 5 through 7 until this afternoon and tonight.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

From: Joe Martin D'Souza mailto:jdso...@shyle.net>>
Reply-To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Date: Thu, 15 Mar 2012 12:11:44 -0500
To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Subject: Re: FTS Plugin issues in 7.6.04

**
That’s close to what I have been hearing at this site as well. We keep getting 
recommendations that we ought to move to 7.6.04, but from  this thread, it 
looks like its not cleaned up on that version either..

From: patchsk<mailto:vamsi...@gmail.com>
Sent: Thursday, March 15, 2012 12:13 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: FTS Plugin issues in 7.6.04

**
Seems like there are several issues with this feature.
We could not even get it to work it on 7.6.03. Without server group it seem to 
work, once enabled servergroup it starts crashing while failing over to other 
server in the servergroup.  Went through several iterations with BMC it did not 
help any further so we went live without it.
I assume the product has been passed through testing before making GA.
Seems like there is a gap between  BMC lab systems/configurations and real 
world.


On Thursday, March 15, 2012 9:03:59 AM UTC-5, Joe Martin D'Souza wrote:
**

Mike,

For whatever its worth, there are similar problems with FTS in 7.6.03 too and 
we have a long standing open ticket with BMC Support. I cannot be sure if this 
is the same issue that has propagated forward to 7.6.04, unless we compare our 
issues.. Do you have a ticket open with BMC Support related to this?

Joe


From: Mike Worts<mailto:mike.wo...@arqiva.com>
Sent: Thursday, March 15, 2012 7:31 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: FTS Plugin issues in 7.6.04

**
Same for us on 7.6.04 SP1.

Check your fts log files. You may find the same error as us:

2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(1,8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:39,747 ERROR [pool-2-thread-4] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

2012-03-14 05:20:33,189 ERROR [pool-2-thread-5] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

We have no solution yet.

Mike.

AR 7.6.04 SP1
ITSM 7.6.04 SP1
AIX 6.

Re: Just wondering....

[strauss]

I got to it by searching the knowledgebase for KA364458 after logging in to 
support web.
Knowledge Article
AtriumCore 7.6.04 SP2 installation failing on AR Server 7.6.04 SP3 ( 
ImportFileNode- 9936 Error )
[cid:image001.gif@01CD0387.2D97BE00]<https://kb.bmc.com/infocenter/index?page=answers&question_box=KA364458>

Back to Answers 
<https://kb.bmc.com/infocenter/index?page=answers&question_box=KA364458>

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Knowledge Article ID:



KA364458

Version:



3.0

Status:



Published

Published date:



03/06/2012

Updated:



03/06/2012


So the issue is that if you have installed as, or updated to, ARS 7.6.04.03, 
then the Atrium 7.6.04.02 installer fails?  Typical behavior for any SP2 
installer, in my experience.  I’ll be waiting for SP3 on ALL of the 
applications.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Friday, March 16, 2012 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Just wondering

**
You can start with all at SP 2 Here is the KA on support.

KA364458<https://webmail.bmc.com/owa/redir.aspx?C=f72a03ecb9974120b60ab205d5639a1e&URL=https%3a%2f%2fkb.bmc.com%2finfocenter%2findex%3fpage%3dccaClickthrough%26checksum%3d3368834740%26ques%3dinstall%2batrium%2bsp2%2bar%2bserver%2bsp3%26exturl%3dhttps%253A%252F%252Fkb.bmc.com%252Finfocenter%252Findex%253Fpage%253Dcontent%2526id%253DKA364458%2526actp%253Dsearch%2526viewlocale%253Den_US%26searchid%3d1331911587128%26id%3d1331911587128%26answerid%3d16777216%3a27346185%26trackClick%3dtrue%26docTitle%3dAtriumCore%25207.6.04%2520SP2%2520installation%2520failing%2520on%2520AR%2520Server%25207.6.04%2520SP3%2520(%2520ImportFileNode-%25209936%2520Error%2520)%2520%26crawledYear%3d2012%26crawledMonth%3d3%26crawledDate%3d6>




-Original Message-
From: richard@bwc.state.oh.us<mailto:richard@bwc.state.oh.us> 
mailto:richard@bwc.state.oh.us>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Fri, Mar 16, 2012 3:50 pm
Subject: Re: Just wondering
**

Huh? This is good to know. BMC support said to just go ahead and load 7.6.04 
SP3.

Are you saying I should load the “base” 7.6 04 and load 7.6 .04 SP2 and then 
7.6.04 SP3?


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG?>] On Behalf Of Roger 
Justice
Sent: Friday, March 16, 2012 3:39 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Just wondering

** Also do not load SP 3 first. There is a known issue. Load ARS SP2, Atrium 
Core SP2, ITSM SP2 and other applications. You then upgrade ARS to SP3
-Original Message-
From: patrick zandi mailto:remedy...@gmail.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Fri, Mar 16, 2012 3:35 pm
Subject: Re: Just wondering
** Oh no.. are we going to 7 now?  Who said that? BMC?
On Fri, Mar 16, 2012 at 3:16 PM, 
richard@bwc.state.oh.us<mailto:richard@bwc.state.oh.us> 
mailto:richard@bwc.state.oh.us>> wrote:
**
We’re going to install 7.6.04 SP3 on a new 2008 R2 server. It has been
suggested that we install JRE and JDK 7u3. Any problems in doing so
or should we be using an earlier version of JRE/JDK? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the 
Answers Are"_



--
Patrick Zandi
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the 
Answers Are"_
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the 
Answers Are"_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. _attend WWRUG12 www.wwrug.com<http://www.wwrug.com/> ARSlist: 
"Where the Answers Are"_
_attend WWRUG12 www.ww

Re: FTS Plugin issues in 7.6.04

[strauss]

In my testing last Oct-Nov applying SP2 to an SP1 system consistently hosed the 
FTS plugin, and the only "solution" support came up with was to wait for SP3.  
I have not seen SP3 do it on three servers so far, and am scheduled to apply it 
to production this month.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: Wednesday, March 14, 2012 11:49 PM
To: arslist@ARSLIST.ORG
Subject: FTS Plugin issues in 7.6.04

**
Anyone else experiencing major issues with the FTS plugin in 7.6.04?   We have 
been battling continual issues with the FTS plugin in all 3 of our environments 
since upgrading to 7.6.04. The errors are typically some derivative of "error 
in plugin: ARSYS.ARF.FTS" with different iterations of additional log 
information to accompany it.   Our FTS results sporadically either display no 
matches, or the user gets an error when searching.

ARS 7.6.04 SP2
ITSM 7.6.04 SP1

Nathan Aker
ITSM Solution Architect

McAfee, Inc.
5000 Headquarters Drive
Plano, TX 75024

Web:www.mcafee.com

[cid:image001.jpg@01CD0245.D8A91110]

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_

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<>

Re: Mid-Tier Caching Endeavors

[strauss]

I'd be curious to know what you see with this in SP3, since as near as I can 
tell it made significant changes to how the mid-tier ehcache handles users and 
groups, and changed prefetch from push to pull.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, March 13, 2012 8:30 AM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier Caching Endeavors

Hi all Mid-Tier Admins!

I have had a series of frustrating issues with Mid-Tier 7.6.04 SP2 caching, 
that I think I have now come to grips with.

What I did was to create a Group (STUGUN) and a Role (STUGUN) to be used in 
customization of the application "Remedy Incident Management". The role granted 
access to a set of ACTLs.

What happened was that Mid-Tier failed to recache things sometimes, and some 
users with this group (STUGUN) got access to the ACTLs, and some did not.

The same user could get different results depending on which Mid-Tier he 
accessed.

My error, I think, is that the STUGUN-Group was set defined as a None-Group.

As it was mapped to a Role, it worked fine to assign permission to it, and it 
also worked fine in Remedy User.

When Mid-Tier does its caching, it will create a unique Group-combination based 
on each users unique combination of Groups.

For example if a user belongs to:

20213 => Service Request User (Change)

10001 => STUGUN (None, this is my group)

20003 => Incident User (Change)

2 => General Access (Change)

20032 => Asset Viewer (Change)

100021 => 100021 (None) - this is a Support Group

The Unique combination here will be ";2;20003;20032;20213;" where the two 
groups with Group-Type "None" has been stripped out.

This is because None-groups should not be able to change access in any way, 
except for row-level-access, but that is calculated in another way.

So depending on if the first User with the unique permission map 
";2;20003;20032;20213;" belonged to my STUGUN-group or not, the cached file 
included/excluded permission to thos STUGUN-Active-Links!

SOLUTION: Change the None-Group to View or Change

CONCLUSION: Never map a None-Group to a Role

Please let me know if my deductions seems flawed in any way!

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

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

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Re: Avoiding pop-ups while requiring input

[strauss]

You might try setting "Server Information - Configuration - Use Prompt Bar for" 
to "All System Messages" so that everything shows up in the mid-tier page 
heading.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Monday, March 12, 2012 4:29 PM
To: arslist@ARSLIST.ORG
Subject: Avoiding pop-ups while requiring input

We're rolling out an app for staff that normally don't use Remedy, and a 
usability concern is browser pop-up blockers.   (I know the login page warns 
about pop-ups, but I've seen it ignored & I've done it myself.)  This is a 
rather detailed Remedy form, and if they get a pop-up & have to reload the 
page, the user input is lost.

I took out "message" actions from my workflow to avoid this, but there are 
still Required fields:  if left blank, they use a pop-up box.

Does anyone have a creative way for getting around this for required fields?  
Maybe some trick where the fields are not really required on the database side, 
but not sure how ensure they are populated without using a message to the user. 
 Or something else I can do?

David

---
David Durling  durl...@uga.edu
Enterprise IT Services  706-542-0223
University of Georgia

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Re: Account issue and arerr 330

[strauss]

That has been an ITSM  for several versions now - the requirement to 
remove the support staff function completely and restore it in order to make 
significant changes to the permissions.  I think it has something to do with 
needing to delete their User record from both the User table and the user_cache 
table and then re-add them in order to get them back in sync.  We had to do 
that about once a month (maybe 10% of the user base over three years) for 300+ 
users in ARS 7.1 / ITSM 7.0.02/3.  IN every case, all of the CTM:People, User, 
and CTM:PeoplePermissionGroup records appeared to be correct, and there did not 
_appear_ to be a problem in the user_cache table, but if we hijacked the 
account password and tested it had lost all of its permissions.  Since 
upgrading to 7.6.04.01 Don only remembers having to do this once, and he thinks 
it may have been a legacy 7.1 problem that surfaced shortly after the upgrade 
for an infrequent user.  So maybe, just maybe, it was fixed by 7.6.04.0x.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, March 08, 2012 3:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Account issue and arerr 330

**
Thanks. I wouldn't think that I'd have to open the hood for a simple people 
record permission modification. We're not doing anything special here and I 
assigned the user the same permissions that all our other support (non-admin) 
folks have with no luck.

We did figure out the answer and I think it was stupid. We had to use the 
"Change to Non Support" function on the user. This of course requires that 
there are no active tickets for the user. I then had to re-assign all their 
tickets temporarily to myself which then changes the status of each one to 
assigned. After that, I changed them to non-support, then changed them back to 
support and added the proper support group/permissions. The final step was to 
re-assign all their tickets back to them.

This convoluted procedure tells me that behind the scenes, they're 
playing fast and loose with roles/permissions and aren't taking care of the 
details in a clean fashion. This should be a simple role/permission adjustment. 
Much like Microsoft cars, pull over, shut the car off, re-start the car and 
continue driving when you lose signal on an AM radio station.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, March 08, 2012 11:20 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Account issue and arerr 330

**
Ron,
Admin of course has access to everything.  You need to figure out what 
permissions the need OTHER than Admin to be able to update the records in 
question.  You should be able to check the permissions on the fields to figure 
out what they may be missing.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, March 08, 2012 12:08 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Account issue and arerr 330

**
Hello all,

I have an individual user that was set as an administrator with a fixed 
license. We were doing some changes and the person doesn't need administrator 
any more so we set the privs the same as any other typical support person 
(Incident/Change user, asset viewer). I then changed their license from a fixed 
to floating. They then could not update any of their tickets.

I changed their account back to a fixed license, no luck. Then added 
administrator back and now they're working. I still need to remove 
administrator/fixed licensing from their account. How can I do that while 
making the account continue to work?

We're on AR 7.5 ITSM 7.6

Thanks.

These are the errors:

You do not have write access to field :
Notes (ARERR 330)
You do not have write access to field :
z1D_Contact (ARERR 330)
You do not have write access to field :
Customer (ARERR 330)
You do not have write access to field :
z1G_Customer_Search_Type_Msg (ARERR 330)
You do not have write access to field :
z1G_Contact_Name_Format (ARERR 330)
You do not have write access to field :
Customer Search Type (ARERR 330)
You do not have write access to field :
z1G_Display_CustomerInfo_Dlg (ARERR 330)
You do not have write access to field :
z1G Reopen Incident (ARERR 330)
You do not have write access to field :
z1G Enable Decision Tree (ARERR 330)
You do not have write access to field :
z1D_Last_Name (ARERR 330)
You do not have write access to field :
z1D_First_Name (ARERR 330)
You do not have write access to field :
z1D_Name_Format (ARERR 330)
You do not have write access to field :
z1G_HPDShowVendor (ARERR 330)
You do not have write access to field :
z1G_HPDShowFinancials (ARERR 330)
You do not hav

Re: User Login ID & Server not being set at login ITSM 7.6.04

[strauss]

That error typically used to happen when someone came into mid-tier 7.1 using a 
book mark for the login page, which meant that they did not go through the 
server:port/arsys/home link which sets the server information.  I cannot say 
that I have seen this error in 7.6.04.01, but it might depend on your web 
server (we use pure tomcat).  The login page in 7.6.04 is different from that 
in 7.1, and in my experience leads to a normal login with server specified.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andre Hughes
Sent: Wednesday, March 07, 2012 1:45 PM
To: arslist@ARSLIST.ORG
Subject: User Login ID & Server not being set at login ITSM 7.6.04

Has anyone seen this error? I can't find anything related to this error. When I 
search the ARSList the search times out.

Setup - ARS 7.6.04 with ITSM 7.6.04 patch 1, Web only Access (Internet Explorer)

I have one user that logs in to the system, however the Internet Explorer 
Status bar shows $USER$ | $SERVER$

It should show jdoe | myarserver

The problem is when the user is selecting a Task from the IT Home Page Overview 
Console they get an error - A server name must be supplied in the control 
record (ARERR 150)

I've done all the standard stuff, clear cache, restart computer, etc.

The odd thing is this happens sporadically. sometimes the $USER$ and $SERVER$ 
are set properly, sometimes not.

This is only occurring to one user.

Thanks,

Andre

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Migrator 7.6.04.03 Comparisons

[strauss]

Still mucking about with Migrator 7.6.04.03 -10.

After applying SP3 for AR Server 7.6.04, I see that the primary ticketing forms 
and their overlays were "touched" by the service pack.  HPD:Help Desk, 
CHG:Infrastructure Change, PBM:Problem Investigation, and PBM:Known Error were 
all updated - both overlays and overlaid objects.  I want to compare apples to 
apples and oranges to oranges between the Sp3 server and the production Sp1 
server to see if the Service Pack changed the overlaid form in some way that 
must be accommodated in the overlay.

Migrator refuses to do a difference report from either Overlay to Overlay or 
Overlaid to Overlaid between the two servers.  Migrator ONLY offers to map the 
Overlay on one server to the Overlaid on the other server, or vice versa 
(apples to oranges), which is completely useless.  That function USED to be 
only for comparing Overlay to Overlaid on the SAME SERVER, not different ones.

This is going to be an ESSENTIAL comparison to make every time you test a 
service pack or an upgrade, to see what changed on the base (overlaid) object, 
and determine what to update in the overlay.  I don't remember having a problem 
doing this when working in a pure 7.6.04 SP1 environment before we rolled out 
last year, but it's been almost a year since then.  I could SWEAR that I used 
to be able to compare like objects (overlays - OR - overlaid) between servers 
since we tested some of our customizations on a trial server (and adapted them 
from 7.0) before moving them to the pre-production server.

What am I missing?; it was a long night hacking on the mid-tiers early this 
morning.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

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Re: Message in Error log and AR Server timeout

[strauss]

I stand corrected.  The Migrator login timeout problem is STILL not fixed in 
7.6.04 SP3, in spite of the fact that they got me a hotfix in November 2011.  
Installing SP3 over a system with the hotfix in place reintroduces the error.  
Considering that I first reported the problem in mid-February 2011, and they 
had a YEAR to figure it out and get the fix into SP3, their track record on 
fixing broken stuff is just plain pitiful.  I checked the SW bug, and it is in 
fact still open, "Tentatively Targeted" for a "Future Patch Release."  I 
suspect that hell will freeze over first.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, March 01, 2012 11:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Message in Error log and AR Server timeout

We reported this problem with 7.6.04.01 last summer and have been living with 
it ever since.  The mid-tier caches incorrect login names or incorrect case 
login names that are passed to AREA LDAP, especially when people try to use the 
mid-tier with a mobile device that capitalizes their login, and then kills 
threads on the AR Server when AREA allows them in and they do not exist in the 
User table in that form (Jsmith versus jsmith).  These incorrect or invalid 
account names are cached by the mid-tier, especially the ones where 
non-case-sensitive LDAP will authenticate them whereas case-sensitive ARS would 
not have.  On the end of the next prefetch, the mid-tier throws them at the AR 
Server without passwords and they are in turn thrown at AREA and you get three 
or four thread crashes per account.  I have seen the production mid-tier 
unusable for 30 minutes after a restart (a different mid-tier already connected 
is
unaffected) as thread after thread crashed on the AR Server - exactly the same 
problem you experienced.  Real high quality code, here; I don't think BMC ever 
tested the ehcache prefetching on systems with AREA authentication enabled.

We also saw the same thread deaths when someone used an ipad to hit our Kinetic 
portal - invariably a capitalized version of their login name - so AREA would 
let them in, then Kinetic would halt them when it could not match their 
credentials (Jsmith != jsmith) and could not pull their customer data.  We 
finally killed that off with javascript in the Kinetic login page that forced 
the login name to lower case; we may have to do exactly the same thing on the 
mid-tier login.jsp pages (anyone have a working snippet of code for that??).

I am testing now to see if this is fixed in SP3; we identified so many fatal 
installer problems in SP2 (ARS, mid-tier, Atrium, ITSM - against ITSM Suite 
servers upgraded from 7.1/7.0.02) last November that I have refused to use it 
for ANYTHING ever since.  This defect is definitely NOT fixed if you only 
update the mid-tier to SP3 and the AR Server is still on SP1; I tried that 
first.  I only just today got a full ARS SP3 over SP1 install completed on a 
clone of production, with a local and remote SP3 mid-tier, so I should be able 
to tell if they really fixed it tomorrow.
If not, then I'll give up and start forcing the login to lower case on each 
mid-tier.  That will keep Demo and similar mixed-case "system"
accounts out too, but that's what the User Tool is still essential for.

SP3 does fix the date-range crystal report problem we reported last summer 
(must be SP3 on BOTH the AR Server and mid-tier), as well as the Firefox-Work 
Info-text box defect we reported at the same time, so _some_ issues have been 
fixed that have caused us problems on production for the last 7 months.  I 
think they fixed the Migrator login timeout problem introduced in 7.6.04.00 and 
retained in .01 and .02 (they finally gave me a post-SP2 hotfix that worked) 
but I have to test that as well.

I'll post an update tomorrow.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center

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Re: Message in Error log and AR Server timeout

[strauss]

I just finished applying the javascript to my three mid-tiers, and yes, it 
meant that my app admin had to rename about a dozen support staff who had mixed 
case login names and inform them of the change.  I did this primarily because 
of the problem we have seen with mobile devices that _attempt_ to use the mid 
tier capitalizing the first letter - and our LDAP will authenticate them if it 
is otherwise correct, at which point the mid-tier caches a bad login name.  
Never mind that the mid-tier is useless on a mobile device; the damage to the 
mid-tier cache has been done.  We might have considered retaining them in mixed 
case if we were working against Active Directory (which is mixed case) but our 
primary authentication system is Identity Manager which contains ~300,000 lower 
case login names.

This change (forcing everything lower case) will not prevent another situation, 
where a support staff member departs and our practice is to remove them from 
support status which removes their User record and login name.  Then the AR 
server gets thread deaths when the mid-tier tries to prefetch for the 
previously valid login name that no longer exists.  I got eight server 
terminations (below) tonight from one Sp1 mid-tier without doing anything - I 
didn't restart it - it was probably an interval-based pre-fetch check.

Sun Mar 04 18:29:09 2012: AR System server terminated when a signal/exception 
was received by the server (ARNOTE  20)

   Thread Id: 3848
   Version: 7.6.04 SP1 HotFix 01 201107051610 Jul  5 2011 17:17:48
   ServerName: itsm76 
   Database: SQL -- SQL Server
   Hardware: x86_64
   OS: Windows Server 2003
   RPC Id: 235871
   RPC Call: 11 (GLS)
   RPC Queue: 390620
   Client: User  from Mid-tier (protocol 18) at IP address 

   Logging On: User
   Code: c005
   Operation: read
   Access Addr: 
   Stack Begin: 
   Stack End 
Sun Mar 04 18:29:08 2012  390620 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Sun Mar 04 18:29:08 2012 0xc005
Sun Mar 04 18:29:08 2012  390620 : AR System server terminated — fatal error 
occurred in ARSERVER (ARNOTE 21)

I got 8 more server thread terminations on a different account tonight while 
upgrading one of the mid-tiers to SP3 for a live test by some of my production 
users.  These were for one of the users my app admin had already changed from 
mixed case to all lower case - it tried to prefetch for the cached, mixed-case 
version and no longer could find it, and exploded.

I did learn the most effective trick for eliminating a poisoned cache - where 
the mid-tier remembers a login name in the wrong case or that no longer exists:
 
1. You add another SERVER NAME in AR Server Settings, then change all four of 
the General Settings servers to that new one, go back and Delete the original 
server from AR Server Settings, and Flush the Cache.
2. Repeat the exact same steps to restore the mid-tier to the original 
(production) AR Server name, flushing the cache again.
3. Set the server to PRE-LOAD = Yes and restart tomcat; after the preload, set 
it back OFF

The mid-tier is now cleaned of improper login names that will kill threads on 
the AR Server - for now.  I have done that successfully on two of my mid-tiers 
so far.  It must be done during a scheduled maintenance window because it 
definitely knocks it out of action for at least a half hour.

I will be watching the system for any new thread terminations from the SP3 
mid-tier to see if that SP has fixed the problem with prefetching.  I suspect 
that it can still generate errors, especially since the AR Server is still SP1, 
but maybe we will get lucky.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of h@rry
Sent: Monday, March 05, 2012 1:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Message in Error log and AR Server timeout

Thanks everyone for your inputs..

@strauss, even we are working with support team on the plan to upgrade to ARS 
SP3, this might however take time as we don't want to jump to that straight 
away. Do share your findings on this once you test.

@LJ, our authentication chaining mode is set to AREA - ARS, we even tried 
changing this to 'Off', but the behavior turned weird with even some of the 
valid users (having entries in both Remedy and LDAP) getting authentication 
failed message. Other related settings which we have made in EA tab are  - 
Unchecked both 'Authenticate Unregistered users' and 'Cross reference blank 
password' and also unchecked 'Allow Guest Users' in Configuration tab.

@Bill, even we have some user id's in mixed case. As per my understanding, the 
javascript you mentioned converts the user id's which are in mixed case to 
lo

Re: Automate Cache Flush

[strauss]

Testing now with all 7.6.04.0300 components – if I flush the cache on the 
mid-tier it does NOT trigger a prefetch.  It sits there with most of the \cache 
files at zero length until you log in to the mid-tier.  From login until the 
Incident Management Console appears (our home page) is over 2 minutes (normally 
3 seconds on a freshly pre-loaded mid-tier).  Cache files like Form fields.data 
which usually sit at around 600 mb after a pre-load, are only at 67 mb.  
Clearly not everything has been returned to the cache like it used to be on 
Sp1.  Loading an Incident from the console was about 3 minutes (normally about 
1 second!!).  I guess it’s time to go back to the old prefetch_config.xml file 
to kick-start the system after moving from SP1 to SP3!?

The only thing Sync Cache appears to do is check the validity/currency of the 
existing cached data, which if zeroed out by a flush, remains at zero.  The 
file Form fields.data was not updated by a Sync (about half of the files – the 
small ones and Sync*.* ones, were updated).  On another SP3 mid-tier that had 
been sitting for a day or so, Sync made NO CHANGE to ANY file in the \cache.

BTW, thanks for the javascript Bill – it works just fine on 7.6.04 mid-tiers 
where login.jsp is slightly more parameterized:



Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, March 02, 2012 1:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Automate Cache Flush

**
I was used to seeing the prefetch trigger immediately too which led me to think 
that there is a problem the first time I noticed it on 7.6.03. But then when I 
noticed I could log into the MT I attributed it to some sort of a (for better 
or worse) new design maybe..

Just for kicks I flushed our development cache at 2:09:20 EST and its already 
2:15:XX EST and the only items that got an Object Count relatively quick, is 
the ActorViews and ActorViewsMapping with values 15 and 13 respectively..

Now its about 2:18:XX EST and I saw the first signs of Active Links, Field 
maps, Forms, Form fields, Form images etc. being populated.. That was probably 
when a user logged in..

I did a test just before lunch where it was all on 0’s for over 30 minutes..

Joe


From: strauss<mailto:stra...@unt.edu>
Sent: Friday, March 02, 2012 1:46 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Automate Cache Flush

**
I don’t remember that from 7.6.03, but it’s been over a year since I was 
testing that version.  I am used to seeing (on MANY 7.6.04.01 mid-tiers) the 
flush cache actually trigger the prefetch (like the dialog box says it will) on 
a server that has any cache already – usually from a preload.  It looks like 
now (7.6.04.03) you have to preload again after the flush to get it to go, or 
log in as a user and only get a partial prefetch pertinent to that user.  No, 
clicking on Sync after Flush had no effect.

BTW, changing the 'Authentication Chaining Mode' to Off does NOT stop the 
thread deaths on the AR Server (and yes I restarted the AR server just in 
case), but it adds an entirely new dysfunctional family of ERROR (623) 
Authentication Failed errors to the mid-tier logs for the improper user name, 
as well as a lot of RPC timeout errors.  While this is going on, the mid-tier 
is unusable.  It was so bad on the last two tests that I finally stopped the 
tomcat.

BTW, the only way I have seen to clear out the improper form login names from a 
mid-tier (the Jsmith versus jsmith variety) is to remove that server completely 
from the server list, then add it back.  When LDAP lets Jsmith log in, it 
permanently poisons the cache.

I’m not getting anywhere with the SP3 mid-tier and SP1 AR Server, so I will 
switch over to a complete SP3 environment and do the same sort of testing.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, March 02, 2012 11:47 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Automate Cache Flush

**
I noticed that in 7.6.03 too – for some reason the customer I am at is using 
7.6.03 despite the general BMC Support advise not to stay there and move up to 
7.6.04. It’s a project they wish to embark on later.

Anyways the cache items sit at 0 until a user logs in even if that means a user 
may or may not log in for an hour... I could run a quick test again to verify 
it..

Joe

From: strauss<mailto:stra...@unt.edu>
Sent: Friday, March 02, 2012 12:04 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.O

Re: Automate Cache Flush

[strauss]

I don’t remember that from 7.6.03, but it’s been over a year since I was 
testing that version.  I am used to seeing (on MANY 7.6.04.01 mid-tiers) the 
flush cache actually trigger the prefetch (like the dialog box says it will) on 
a server that has any cache already – usually from a preload.  It looks like 
now (7.6.04.03) you have to preload again after the flush to get it to go, or 
log in as a user and only get a partial prefetch pertinent to that user.  No, 
clicking on Sync after Flush had no effect.

BTW, changing the 'Authentication Chaining Mode' to Off does NOT stop the 
thread deaths on the AR Server (and yes I restarted the AR server just in 
case), but it adds an entirely new dysfunctional family of ERROR (623) 
Authentication Failed errors to the mid-tier logs for the improper user name, 
as well as a lot of RPC timeout errors.  While this is going on, the mid-tier 
is unusable.  It was so bad on the last two tests that I finally stopped the 
tomcat.

BTW, the only way I have seen to clear out the improper form login names from a 
mid-tier (the Jsmith versus jsmith variety) is to remove that server completely 
from the server list, then add it back.  When LDAP lets Jsmith log in, it 
permanently poisons the cache.

I’m not getting anywhere with the SP3 mid-tier and SP1 AR Server, so I will 
switch over to a complete SP3 environment and do the same sort of testing.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, March 02, 2012 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Automate Cache Flush

**
I noticed that in 7.6.03 too – for some reason the customer I am at is using 
7.6.03 despite the general BMC Support advise not to stay there and move up to 
7.6.04. It’s a project they wish to embark on later.

Anyways the cache items sit at 0 until a user logs in even if that means a user 
may or may not log in for an hour... I could run a quick test again to verify 
it..

Joe

From: strauss<mailto:stra...@unt.edu>
Sent: Friday, March 02, 2012 12:04 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Automate Cache Flush

**
It looks like something changed in 7.6.04 SP3 – now when you click Flush Cache 
it does zero out all of the files in the \cache folder like SP1, but it no 
longer starts an immediate, complete prefetch – just sits there with nothing in 
the cache.  It did not prefetch until I tried to log in as support staff to 
that mid-tier, at which point the user gets a spinner for several minutes and 
the mid-tier finally BEGINS to prefetch the cache from persistent file.  
Subsequent actions like opening an Incident from the console trigger additional 
prefetch activity – while the user watches the stupid “Loading” spinner.  And 
this is somehow an improvement?.NOT!  The entire point of preloading and 
prefetching is so that the users NEVER see a delay in loading forms in the 
mid-tier.  Now I REALLY don’t know what settings to use on the mid-tier caching.

I am going to test your note about 'Authentication Chaining Mode' = off as 
well.  We have used that set to ARS – AREA since version 5.1.2 (2003) and 7.1 
(2008) and used it on 7.6.04 in 2011 and knew of no reason to change it.  
Someone in support mentioned that to me last month (setting it to off), but I 
blew it off because he was also telling me that our LDAP server shouldn’t have 
whitespace in the name of a path (Directory Users) that has existed in LDAP 
since it was installed (Novell Identity Manager – in production since at least 
2002).


5. I have noticed that LDAP Authentication doesn't work if we have given any 
WHITESPACE in AREA-LDAP entries in ar.cfg file. Though you have not given any 
WHITESPACE in AREA-LDAP entries, but unfortunately we have one WHITESPACE in 
below entry (ou=Directory Users).

   AREA-LDAP-Bind-User: uid=,ou=Directory Users,o=unt It might be 
single structure name on LDAP Server, but while defining the same structure 
name in ar.cfg file, unfortunately a single WHITESPACE comes.

To avoid this issue, kindly rename the structure name on LDAP Server so that it 
does not contain any WHITESPACE.

Somehow I don’t think our directory services people are going to change their 
decade old LDAP server configuration, which they tell me meets normal LDAP 
standards, just because BMC has figured out how to choke on it.  They actually 
laughed at the comment.

Back to testing… if the 'Authentication Chaining Mode' setting is actually the 
problem now, with 7.6.04 mid-tiers, then I don’t expect that applying SP3 is 
going to have anything to do with correcting it.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http

Re: Automate Cache Flush

[strauss]

It looks like something changed in 7.6.04 SP3 - now when you click Flush Cache 
it does zero out all of the files in the \cache folder like SP1, but it no 
longer starts an immediate, complete prefetch - just sits there with nothing in 
the cache.  It did not prefetch until I tried to log in as support staff to 
that mid-tier, at which point the user gets a spinner for several minutes and 
the mid-tier finally BEGINS to prefetch the cache from persistent file.  
Subsequent actions like opening an Incident from the console trigger additional 
prefetch activity - while the user watches the stupid "Loading" spinner.  And 
this is somehow an improvement?.NOT!  The entire point of preloading and 
prefetching is so that the users NEVER see a delay in loading forms in the 
mid-tier.  Now I REALLY don't know what settings to use on the mid-tier caching.

I am going to test your note about 'Authentication Chaining Mode' = off as 
well.  We have used that set to ARS - AREA since version 5.1.2 (2003) and 7.1 
(2008) and used it on 7.6.04 in 2011 and knew of no reason to change it.  
Someone in support mentioned that to me last month (setting it to off), but I 
blew it off because he was also telling me that our LDAP server shouldn't have 
whitespace in the name of a path (Directory Users) that has existed in LDAP 
since it was installed (Novell Identity Manager - in production since at least 
2002).


5. I have noticed that LDAP Authentication doesn't work if we have given any 
WHITESPACE in AREA-LDAP entries in ar.cfg file. Though you have not given any 
WHITESPACE in AREA-LDAP entries, but unfortunately we have one WHITESPACE in 
below entry (ou=Directory Users).

   AREA-LDAP-Bind-User: uid=,ou=Directory Users,o=unt It might be 
single structure name on LDAP Server, but while defining the same structure 
name in ar.cfg file, unfortunately a single WHITESPACE comes.

To avoid this issue, kindly rename the structure name on LDAP Server so that it 
does not contain any WHITESPACE.

Somehow I don't think our directory services people are going to change their 
decade old LDAP server configuration, which they tell me meets normal LDAP 
standards, just because BMC has figured out how to choke on it.  They actually 
laughed at the comment.

Back to testing... if the 'Authentication Chaining Mode' setting is actually 
the problem now, with 7.6.04 mid-tiers, then I don't expect that applying SP3 
is going to have anything to do with correcting it.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, March 02, 2012 8:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Automate Cache Flush

**
I had one of my servers that was restored from production, and 2 days later, 
some form changes we had made in the release were still not sync'd on that 
server...a quick flush of the cache made everything right...so there is 
obviously something not working properly in the Check Intervalhave had 
several such situations in the past, so our standing practice is to flush the 
web cache every time we do a deploy :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SriSamSri Appecherla
Sent: Thursday, March 01, 2012 5:13 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Automate Cache Flush

**
LJ,

Automatic flush based on Definition Change Check Interval parameter works well 
for me :)

Regards,
SriSamSri Appecherla
Mobile# +61 469747355
On Fri, Mar 2, 2012 at 10:29 AM, LJ LongWing 
mailto:lj.longw...@gmail.com>> wrote:
**
Yes, but anyone that has worked with the product for a sufficiently long time 
knows that doesn't work properly.  I have a migration process that I fire and 
when the process is over, I want it to automatically flush the cache on the 
configured web servers.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of SriSamSri 
Appecherla
Sent: Thursday, March 01, 2012 4:14 PM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Automate Cache Flush

**

Hi LJ,

The cache is automatically flushed based on Definition Change Check Interval  
parameter in the mid tier config page under Cache Settings.

Regards,
SriSamSri Appecherla
Mobile# +61 469747355
On Fri, Mar 2, 2012 at 9:51 AM, LJ LongWing 
mailto:lj.longw...@gmail.com>> wrote:
**
I'm wanting to automate the cache flush and didn't find anything in the manuals 
about how to go about automating it...any suggestions are appreciated.
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_

_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the A

Re: Message in Error log and AR Server timeout

[strauss]

We reported this problem with 7.6.04.01 last summer and have been living
with it ever since.  The mid-tier caches incorrect login names or
incorrect case login names that are passed to AREA LDAP, especially when
people try to use the mid-tier with a mobile device that capitalizes their
login, and then kills threads on the AR Server when AREA allows them in
and they do not exist in the User table in that form (Jsmith versus
jsmith).  These incorrect or invalid account names are cached by the
mid-tier, especially the ones where non-case-sensitive LDAP will
authenticate them whereas case-sensitive ARS would not have.  On the end
of the next prefetch, the mid-tier throws them at the AR Server without
passwords and they are in turn thrown at AREA and you get three or four
thread crashes per account.  I have seen the production mid-tier unusable
for 30 minutes after a restart (a different mid-tier already connected is
unaffected) as thread after thread crashed on the AR Server - exactly the
same problem you experienced.  Real high quality code, here; I don't think
BMC ever tested the ehcache prefetching on systems with AREA
authentication enabled.

We also saw the same thread deaths when someone used an ipad to hit our
Kinetic portal - invariably a capitalized version of their login name - so
AREA would let them in, then Kinetic would halt them when it could not
match their credentials (Jsmith != jsmith) and could not pull their
customer data.  We finally killed that off with javascript in the Kinetic
login page that forced the login name to lower case; we may have to do
exactly the same thing on the mid-tier login.jsp pages (anyone have a
working snippet of code for that??).

I am testing now to see if this is fixed in SP3; we identified so many
fatal installer problems in SP2 (ARS, mid-tier, Atrium, ITSM - against
ITSM Suite servers upgraded from 7.1/7.0.02) last November that I have
refused to use it for ANYTHING ever since.  This defect is definitely NOT
fixed if you only update the mid-tier to SP3 and the AR Server is still on
SP1; I tried that first.  I only just today got a full ARS SP3 over SP1
install completed on a clone of production, with a local and remote SP3
mid-tier, so I should be able to tell if they really fixed it tomorrow.
If not, then I'll give up and start forcing the login to lower case on
each mid-tier.  That will keep Demo and similar mixed-case "system"
accounts out too, but that's what the User Tool is still essential for.

SP3 does fix the date-range crystal report problem we reported last summer
(must be SP3 on BOTH the AR Server and mid-tier), as well as the
Firefox-Work Info-text box defect we reported at the same time, so _some_
issues have been fixed that have caused us problems on production for the
last 7 months.  I think they fixed the Migrator login timeout problem
introduced in 7.6.04.00 and retained in .01 and .02 (they finally gave me
a post-SP2 hotfix that worked) but I have to test that as well.

I'll post an update tomorrow.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/





On 3/1/12 9:16 PM, "h@rry"  wrote:

>Hello Experts,
>
>We are on ARS and ITSM 7.6.04 and are facing an issue where we are
>finding the below content in the error log after which application goes
>into a timeout and users are unable to access Remedy, only solution is to
>restart the application. This is not happening at any defined time
>intervals, occurs sometimes when we have most of the users logged in and
>sometimes when only 1 or 2 of them are logged in. Only similarity we
>could find for all of these messages is that the user name appearing is
>not existing in Remedy but existing in AD (we have the LDAP integration
>done). However, there was were instances when the timeout occurred and
>the user name which appeared in the log was an active user in Remedy and
>at one instance, it also showed the user name as Demo.
>We have raised a ticket with support and looking from the
>LDAP/Authentication side of it, they are mentioning that this is a defect
>which has been fixed in ARS 7.6.04 SP2.  But we are not very sure if this
>content in error log is occurring only because of authentication related
>issue as mentioned by support or could there be any other reason.
>
>Though we have raised a case with support, i wanted to know if anyone
>else has faced a similar issue and is upgrading to SP2 the solution for
>this and moreover, is this issue related to authentication itself. Would
>be great if anyone can help on this.
>
>Below content in error log is for a user who does not exist in Remedy and
>is existing in AD. This did not lead to a timeout, but there was slowness
>(almost inaccessible) in accessing the application for around 30 mins.
>
>Thu Mar 01 18:31:47 2012: AR System ser

Mid-Tier 7.6.04 SP3

[strauss]

Has anyone found any problems with trying to run mid-tier 7.6.04 Sp3 against an 
ARS 7.6.04 SP1 server?  A test on Friday determined that it does fix the text 
box problems we reported last summer in Firefox, although that was against the 
only 7.6.04 SP2 server that we ever got running (SP2 destroyed the others).  
Everything else is still SP1 due to the horrific problems with the SP2 
installers, and I will want to test SP3 very heavily before allowing it near 
the production SP1 AR Server.  Patching a mid-tier up to SP3 on a separate 
server is MUCH lower risk than an AR Server, so I am considering it for 
production unless someone out there knows better.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

___
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Re: RKM: Importing articles in bulk

[strauss]

Actually, RKM 7.6.03/4 uses a whole passel of forms to store KB articles, 
rather than the old .xml file in a folder method used in RKM 7.2 or so.  In 
fact, BMC cautions against deleting a KB article from the main form because it 
orphans all of the related records.  Basically, there is no correlation between 
the current RKM and all previous versions; totally different architectures.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray T
Sent: Wednesday, February 15, 2012 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: RKM: Importing articles in bulk

I don't think RKM uses Remedy forms to store KBs. If it did, it would simplify 
things quite a lot.

Roger, can you point me to the right place in BMCDN? I couldn't locate it.

Can anybody send me text of the paragraph from whatever RKM document states 
that bulk import can be done or how to do it? I just need to take the evidence 
to the administrator and let him figure out the detail. Or can somebody give me 
exact name of the tool that does it?

Thanks.


On 2/15/12, Ben Chernys  wrote:
> If it's data, Meta-Update will do it no problem.  A trial is free and 
> you should be able to do your import.
>
>
>
> Cheers
>
>
>
> Ben Chernys
>
> Senior Software Architect
> Software Tool House Inc.
>
> Canada / Deutschland / Germany
> Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
> Email:   Ben.Chernys _AT_ softwaretoolhouse.com
> <mailto:Ben.Chernys_AT_softwaretoolhouse.com>
> Web:  <http://www.softwaretoolhouse.com> www.softwaretoolhouse.com
>
> Check out Software Tool House's free Diary Editor.
>
> Meta-Update, our premium ARS Data tool, lets you automate your 
> imports, migrations, in no time at all, without programming, without 
> staging forms, without merge workflow.
>  <http://www.softwaretoolhouse.com/> http://www.softwaretoolhouse.com/
>
>
>
>
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
> Sent: February-15-12 18:53
> To: arslist@ARSLIST.ORG
> Subject: Re: RKM: Importing articles in bulk
>
>
>
> ** There is an article listed on BMCDN concerning the non GA import 
> tool for RKM 7.6.03/04 that is available from Support. RKM 7.5 did 
> have the ability to do a bulk import.
>
>
>
> -Original Message-
> From: Ray T 
> To: arslist 
> Sent: Wed, Feb 15, 2012 12:49 pm
> Subject: RKM: Importing articles in bulk
>
> Hello all,
> A RKM administrator is telling me he can't bulk import knowledge 
> articles (from, say, a CSV file) into RKM (I think 7.6), so I have to 
> type them in one by one.
>
> Not true right? What do I tell this administrator? If anybody has 
> information about how to do this that I can show this administrator, 
> please reply.
>
> Thanks.
>
> __
> __
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> <http://www.arslist.org/> attend wwrug12 www.wwrug12.com 
> <http://www.wwrug12.com/>  ARSList: "Where the Answers Are"
>
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Re: SLM Milestone Actions keep repeating, Deleted SVTs keep attaching, SLM 7604Sp2 and 2 other issues

[strauss]

My guess is that if you imported some SVTs they are somehow in conflict
with the existing z filters.  There are definitely z filters active if
SVTs are attaching to new incidents.  There is a table that records all of
the GUID relationships between SVTs and z filters, that you may need to
audit (a pain since any SVT will have several z filters) and you know
there has to be a disconnect if the SVTs will not Build successfully.
Reason #1 that we did an upgrade from SLM 7.1 to 7.6.04.

If you can figure out which filters are "associated" with the bad SVTs
(and they are not properly associated if they won't build) you can first
disable the filters which should stop them from attaching to new
incidents.  Later you can try deleting them, and MAYBE that will let you
do a new Build on the SVTs.

On #2, again, you need to see if you have more than one filter active for
the same SVT. My experience with importing SVTs in a test environment (SLM
7.0, 7.1, 7.6.03 and .04) has always been horrific, so I have gone out of
my way to avoid it.  The relationship between data and workflow is
impossible to migrate, and any two SLM servers are going to generate
record/workflow combinations that are going to conflict with each other.

Also, I did test server groups (and abandoned them in 7.6.04), and I seem
to recall that like AREmail, the SLM services could only be running on one
of the servers or they would duplicate escalation actions.

Just some ideas...

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/






On 2/11/12 10:11 AM, "Dan Miller"  wrote:

>Hi forum
>
>I have 3 fairly major issues in SLM, and I am hoping you can help.  I
>thought about logging 3 discussions but I thought I would start withon,
>and then split if need be.
>
>Remedy version:7.6.04 SP2
>Platform:  Windows 2008 R2 64bit
>DB:SQL Server 2008 R2 64bit
>
>
>1.  I have some SVTs that are set to disabled and then deleted from SLM
>console, but they keep attaching to new incidents.  they were imported
>previously and had index problems when trying to modify them in any way
>at all (classic 302 error).  These SVTs were imported and have caused all
>manor of problems every since.  I would love to Kill them with a
>control+D in the SLM tables, but I know that will cause hell in the
>hpd:helpdesk form for incidents that reference them, so how can I force
>them out of the system when they can not be built due to index and unique
>identifier errors?
>
>2.   have a milestone with action to fire an email when incident is
>logged.  it fires when the incident is logged, but then it fires again
>every one hour  also, every time it fires twice   :-~.  The milestone
>is very simple.  I only have email engine running on one server in the
>server group.  Any thoughts on this?  It runs literally every hour.  I
>have not tried any other actions yet, so I am not sure if it just fires
>every time a breach escalation fires (i.e. 25%, 50% which happen to run
>very hour as it is a 4 hour fi SVT)
>
>3.  I have a problem that there is a known defect for).  When you add a
>new 
>
>Cheers
>Dan
>
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>_
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Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

[strauss]

I think that you will find that the 7.6.03 mid-tier and ITSM consoles are 
designed for each other, and that the 7.6.04 mid-tier and ITSM console are 
designed for each other, and that they do not mix and match very well.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: Friday, February 10, 2012 3:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

Yes, it is ITSM 7.6.03

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: 09 February 2012 17:50
To: arslist@ARSLIST.ORG
Subject: Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

Are you running ITSM 7.6.03 in a 7.6.04 mid-tier, or something?

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: Thursday, February 09, 2012 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

Thanks for the response.

Just one point I should have made clearer.
The horizontal scroll bar does not show within the table field.
It is on the console just below the place where the navigation bar on the left 
hand side ends.
The vertical scroll bar is just to the right of the table field (again, not the 
scroll bar in the table field).
It almost looks as if there is a frame around/within the console which resizes 
but just little bit smaller than what is required for all elements to fit in.
I have attached a screenshot (see if it gets through).

Thanks for your help

Jiri Pospisil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: 09 February 2012 16:53
To: arslist@ARSLIST.ORG
Subject: Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

Mid-tier 7.6.04.01 with the same version of the Incident Console:

I think part of the vertical behavior is that the Details and Tasks panel at 
the bottom has a fixed minimum and initial height.  It takes up the same space 
on a 27" iMac showing 80 rows of Incidents that it does on an old 17" LCD on a 
PC that shows only 29 rows of Incidents. And yes, I doubled the Size of Chunk 
to 100, and even made the columns for Assigned Group and Owner Group Visible, 
so my form and views are all overlaid.  I've never seen a horizontal scroll bar 
appear inside the z2TH Incidents table field - it just scrunches the column 
widths or hides them off-screen to the right - indicating a fixed width 
(Preferences - Reset brings them all back to a compromise "best-fit" for your 
screen).

Do you only see this in a particular browser?  I must admit that 99% of the 
time I am in some variant of IE on Windows or Safari on Macs. I've given up on 
all of the version changes for Firefox.

Are you on a resolution lower than 1,125 x 595, which I see is the actual size 
of the HPD:Incident Management Console Default User View Panel Holder 
(z2PLH_Main)?  I would have to assume that it is the minimum resolution that 
will work properly before you get scroll bars in the web browser window itself.

It probably DID work differently in 7.6.03. IMHO, 7.6.03 was an odd cousin to 
7.6.04, not a stepping stone; so many things in 7.6.03 that were very stable 
and worked great (after not working in 7.6.00) were broken (or broken again) in 
7.6.04.00/01.  Part of that was because so many fundamental changes were 
introduced, especially overlays, but it's almost like they were developed in 
parallel instead of sequentially.  I no longer assume that anything that worked 
in 7.6.03 (which I liked) will work the same (or at all) in 7.6.04.x.  At this 
point I am just happy to have 7.6.04.01 limping along in production with enough 
patches to keep it mostly stable.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: Thursday, February 09, 2012 6:47 AM
To: arslist@ARSLIST.ORG
Subject: Incident and Change Consoles do not extend on mid-tier 7.6.04

Hi,

I was wondering if anybody seen the following behaviour on mid-tier 7.6.04 
(tried with SP1 and SP2).
When I open the Incident management or Change Management console, the screen 
shows vertical and horizontal scroll bars and does not extend to fill the whole 
screen.
No matter what size window I try, the scroll bars are th

Re: Server 'Alive' check

[strauss]

I am usually satisfied with watching the AR System Email Messages form from the 
User Tool - I keep an open session on a work desktop that refreshes an open 
query for Send Message = "Yes" every 5 minutes, and another open query for 
Message Type = "Outgoing" where I can refresh to see all outbound traffic.  If 
I remote in to look at it and see a miscellaneous tli error dialog, SOMETHING 
blocked the connection, at least momentarily, and I start troubleshooting from 
there by clearing the dialog.

A method that requires even less effort is that I also have a folder in my 
mailbox that gets copies of notifications to the central Helpdesk, where I am 
an Associate Member.  If there is recent traffic (unread mail in that folder), 
there isn't a problem.  Basically, if people are entering tickets via one of 
the mid-tiers or Kinetic Request, and notifications (or escalations) are going 
out, it's working. A corollary benefit of this is that I see outage 
notifications and maintain an awareness of what kinds of tickets are being 
entered by both support staff and customers.

That may not be what you are looking for, but it works for us.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 09, 2012 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Server 'Alive' check

**
Listers,
As we have discussed several times in the past a simple 'port check' isn't 
sufficient to tell you that your server is 'alive'.  I'm looking for assistance 
with 'what do you check' when you are checking to see if your remedy server is 
alive and healthy.  I'm not looking to check the MidTier in this effort...just 
the Remedy server itself.  So far I have my script performing the following 
actions


-  Login

-  Search User Form

-  Execute Service

The first of course ensures that the server is processing logins
The second asks the remedy server to connect to the DB and return results
The third 'exercises' it just a bit, asking it to do some things that one of 
our services does, and return a result

These are of course just a small sampling of things I can have my script do...I 
was looking to the list to see if you have any 'oh yea, that's a good check' 
type of things that you typically do when embarking on this type of effort.
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_

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Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

[strauss]

Are you running ITSM 7.6.03 in a 7.6.04 mid-tier, or something?

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: Thursday, February 09, 2012 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

Thanks for the response.

Just one point I should have made clearer.
The horizontal scroll bar does not show within the table field.
It is on the console just below the place where the navigation bar on the left 
hand side ends.
The vertical scroll bar is just to the right of the table field (again, not the 
scroll bar in the table field).
It almost looks as if there is a frame around/within the console which resizes 
but just little bit smaller than what is required for all elements to fit in.
I have attached a screenshot (see if it gets through).

Thanks for your help

Jiri Pospisil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: 09 February 2012 16:53
To: arslist@ARSLIST.ORG
Subject: Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

Mid-tier 7.6.04.01 with the same version of the Incident Console:

I think part of the vertical behavior is that the Details and Tasks panel at 
the bottom has a fixed minimum and initial height.  It takes up the same space 
on a 27" iMac showing 80 rows of Incidents that it does on an old 17" LCD on a 
PC that shows only 29 rows of Incidents. And yes, I doubled the Size of Chunk 
to 100, and even made the columns for Assigned Group and Owner Group Visible, 
so my form and views are all overlaid.  I've never seen a horizontal scroll bar 
appear inside the z2TH Incidents table field - it just scrunches the column 
widths or hides them off-screen to the right - indicating a fixed width 
(Preferences - Reset brings them all back to a compromise "best-fit" for your 
screen).

Do you only see this in a particular browser?  I must admit that 99% of the 
time I am in some variant of IE on Windows or Safari on Macs. I've given up on 
all of the version changes for Firefox.

Are you on a resolution lower than 1,125 x 595, which I see is the actual size 
of the HPD:Incident Management Console Default User View Panel Holder 
(z2PLH_Main)?  I would have to assume that it is the minimum resolution that 
will work properly before you get scroll bars in the web browser window itself.

It probably DID work differently in 7.6.03. IMHO, 7.6.03 was an odd cousin to 
7.6.04, not a stepping stone; so many things in 7.6.03 that were very stable 
and worked great (after not working in 7.6.00) were broken (or broken again) in 
7.6.04.00/01.  Part of that was because so many fundamental changes were 
introduced, especially overlays, but it's almost like they were developed in 
parallel instead of sequentially.  I no longer assume that anything that worked 
in 7.6.03 (which I liked) will work the same (or at all) in 7.6.04.x.  At this 
point I am just happy to have 7.6.04.01 limping along in production with enough 
patches to keep it mostly stable.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: Thursday, February 09, 2012 6:47 AM
To: arslist@ARSLIST.ORG
Subject: Incident and Change Consoles do not extend on mid-tier 7.6.04

Hi,

I was wondering if anybody seen the following behaviour on mid-tier 7.6.04 
(tried with SP1 and SP2).
When I open the Incident management or Change Management console, the screen 
shows vertical and horizontal scroll bars and does not extend to fill the whole 
screen.
No matter what size window I try, the scroll bars are there and the console 
does not extend to use the whole space available. Appears as if there is a 
frame of pre-defined size within the console which does not extend and the 
application functions and the actual list of tickets do not fit into it.
I have raised a call with BMC, but they are under impression it is caused by 
the monitor resolution (I tested with various settings and it is same all the 
time).
Also, this does not explain why it works fine in mid-tier 7.6.03 and not in 
7.6.04.

Can anybody shed any light on this or advise where to look for the culprit?

Thanks
Jiri Pospisil
LCH Clearnet

The test environment set up is
Mid-tier 7.6.04 SP1 against Remedy server - 7.6.04 SP1 Mid-tier 7.6.04 SP2 
against Remedy server - 7.6.03 SP2 ITSM 7.6.03 no patch OS - MS Windows Server 
2003 - 64 bit Java - 1.6.0_26 (64 bit) A

Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

[strauss]

Mid-tier 7.6.04.01 with the same version of the Incident Console:

I think part of the vertical behavior is that the Details and Tasks panel at 
the bottom has a fixed minimum and initial height.  It takes up the same space 
on a 27" iMac showing 80 rows of Incidents that it does on an old 17" LCD on a 
PC that shows only 29 rows of Incidents. And yes, I doubled the Size of Chunk 
to 100, and even made the columns for Assigned Group and Owner Group Visible, 
so my form and views are all overlaid.  I've never seen a horizontal scroll bar 
appear inside the z2TH Incidents table field - it just scrunches the column 
widths or hides them off-screen to the right - indicating a fixed width 
(Preferences - Reset brings them all back to a compromise "best-fit" for your 
screen).

Do you only see this in a particular browser?  I must admit that 99% of the 
time I am in some variant of IE on Windows or Safari on Macs. I've given up on 
all of the version changes for Firefox.

Are you on a resolution lower than 1,125 x 595, which I see is the actual size 
of the HPD:Incident Management Console Default User View Panel Holder 
(z2PLH_Main)?  I would have to assume that it is the minimum resolution that 
will work properly before you get scroll bars in the web browser window itself.

It probably DID work differently in 7.6.03. IMHO, 7.6.03 was an odd cousin to 
7.6.04, not a stepping stone; so many things in 7.6.03 that were very stable 
and worked great (after not working in 7.6.00) were broken (or broken again) in 
7.6.04.00/01.  Part of that was because so many fundamental changes were 
introduced, especially overlays, but it's almost like they were developed in 
parallel instead of sequentially.  I no longer assume that anything that worked 
in 7.6.03 (which I liked) will work the same (or at all) in 7.6.04.x.  At this 
point I am just happy to have 7.6.04.01 limping along in production with enough 
patches to keep it mostly stable.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: Thursday, February 09, 2012 6:47 AM
To: arslist@ARSLIST.ORG
Subject: Incident and Change Consoles do not extend on mid-tier 7.6.04

Hi,

I was wondering if anybody seen the following behaviour on mid-tier 7.6.04 
(tried with SP1 and SP2).
When I open the Incident management or Change Management console, the screen 
shows vertical and horizontal scroll bars and does not extend to fill the whole 
screen.
No matter what size window I try, the scroll bars are there and the console 
does not extend to use the whole space available. Appears as if there is a 
frame of pre-defined size within the console which does not extend and the 
application functions and the actual list of tickets do not fit into it.
I have raised a call with BMC, but they are under impression it is caused by 
the monitor resolution (I tested with various settings and it is same all the 
time).
Also, this does not explain why it works fine in mid-tier 7.6.03 and not in 
7.6.04.

Can anybody shed any light on this or advise where to look for the culprit?

Thanks
Jiri Pospisil
LCH Clearnet

The test environment set up is
Mid-tier 7.6.04 SP1 against Remedy server - 7.6.04 SP1 Mid-tier 7.6.04 SP2 
against Remedy server - 7.6.03 SP2 ITSM 7.6.03 no patch OS - MS Windows Server 
2003 - 64 bit Java - 1.6.0_26 (64 bit) Apache Tomcat 6.0.20 (bundled with 
mid-tier)

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e-mail and notify postmas...@lchclearnet.com.
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Group accept no liability, including liability for negligence, in respect of 
any statement in this email.
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LCH.Clearnet Limited and/or LCH.Clearnet SA makes no contractual commitment 
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LCH.Clearnet Limited, LCH.Clearnet SA et les autres entités du groupe 
LCH.Clearnet

Re: 32bit Vs.64bit JVM performance

[strauss]

The three mid-tiers we deployed into production in August and September last 
year are all 64-bit:

Windows Server 2003 R2 Enterprise x64 Sp2, and Windows Server 2003 Enterprise 
x64 Sp2
JDK 1.6.24 x64   (32-bit is also installed)
Tomcat 6.0.32 x64 full install including Service Startup, Native
(runs under a domain account with FULL permissions to the Tomcat 6.0, OpenSSL, 
and BMC Software directories)
Mid-Tier 7.6.04 SP1_MDB_08032011+ESC23674+403423+398559  x64  (specified 64-bit 
JRE during installation)
All are set to use SSL

Added to Java Options for Tomcat:
-Xincgc
-XX:PermSize=256m
-XX:MaxPermSize=256m
-XX:+UseConcMarkSweepGC
//this enables the low pause concurrent garbage collector
-XX:+UseCompressedOops
//improves performance of 64 bit JDK; Must be on at least 1.6 
patch 006 of the JDK to use

Initial memory pool = 1536
Maximum memory pool = 1536
Shutdown = 240

-In /conf/server.xml change the  
element used for the HTTP and HTTPS SSL connections to Tomcat, add these 
attributes:

connectionTimeout="9"
maxKeepAliveRequests="-1"
acceptCount="100"
maxThreads="500"

We have not seen any performance or load problems, and of course all of our 
support staff are now using these mid-tiers (one primarily) for their access to 
the ITSM apps.  The ONLY problem that we have had with these mid-tiers is with 
the ehcache crap that they now use for pre-fetch and caching.  These servers 
cache all logins, to include mis-typed ones, incorrect case (capitalized first 
letter), ones that do not exist at all, and ones that have been deprecated when 
support staff are removed.  On a ,id-tier startup, or when they feel the need 
to re-fetch/re-cache, they throw all of these account names (without passwords) 
at the AR Server, which passes them on to the AREA plugin which tries to 
resolve them.  Or something like that.  The result is occasionally a crash of 
the AREA plugin (simply stops authenticating - requires killing the 
arplugin.exe process to force a restart), but more often it is a spate of 
thread deaths on the AR Server, during which time the mid-tier becomes 
unresponsive and drops sessions. BMC Support has been useless on this one, 
which we reported as early as September 2011 - after going into production in 
late August.  The most recent thread crashes are as recent as 2 Feb, so the fun 
continues.  They look like this in the arerror.log (server/user/IP masked) - 
these ones definitely triggered by restarting the mid-tier tomcat instance:

Mon Jan 16 02:05:04 2012: AR System server terminated when a signal/exception 
was received by the server (ARNOTE  20)

   Thread Id: 1240
   Version: 7.6.04 SP1 HotFix 01 201107051610 Jul  5 2011 17:17:48
   ServerName: xx
   Database: SQL -- SQL Server
   Hardware: x86_64
   OS: Windows Server 2003
   RPC Id: 16071
   RPC Call: 36 (GSI)
   RPC Queue: 390620
   Client: User xxx from Mid-tier (protocol 18) at IP address 
999.999.999.999
   Logging On: User
   Code: c005
   Operation: read
   Access Addr: 
   Stack Begin:
   Stack End
Mon Jan 16 02:05:03 2012  390620 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Mon Jan 16 02:05:03 2012 0xc005
Mon Jan 16 02:05:03 2012  390620 : AR System server terminated - fatal error 
occurred in ARSERVER (ARNOTE 21)


No, I don't attribute these problems to going 64-bit; I blame 7.6.04.01+ and 
ehcache.  We were seeing similar thread deaths from when people tried to log in 
to our Kinetic Request web using an iCrap or other mobile device - they 
capitalize your login name - but we stopped that by adding some javascript to 
the login page to force everything to lower case.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Tuesday, January 17, 2012 9:36 AM
To: arslist@ARSLIST.ORG
Subject: 32bit Vs.64bit JVM performance

**
I'm soliciting feedback regarding experience observed in the field regarding 
migrating from 32bit JVM to 64bit processes - is it worth it?

So we'll be upgrading from 7.5 32bit to 7.6.04 64bit (on Windows 2008), our 
major objective is to drastically improve client performance.

Due to BMC R&D response, BMC PS is recommending we stay with the 32bit JVMs - 
what are your thoughts?

I don't mind extra CPU overhead if it means better performance to the client.

>From BMC Remedy AR System Server 7.6 Performance Tuning for Business Service 
>Management page 20:

Many BMC customers are moving toward 64-bit platforms and running the 64-bit 
JVM.
Be aware that the 64-bit JVM has performance overhead (see
http://www.

Re: Migrating SLM 7.1 to 7.6.04

[strauss]

After much back and forth with support while testing migrations and upgrades 
from SLM 7.1 to 7.6.03 and .04 last winter/spring, we were told that the only 
viable path from SLM 7.1 to 7.6.04 was to upgrade the application.  It is the 
configuration data - service agreements, targets, measurements, etc., that must 
be upgraded; you cannot move them directly from 7.1 tables to 7.6.04 tables.  
There is also the problem that many of these objects have system-built z 
filters associated with the data records, and these correlations do NOT migrate 
well at all.

We did the upgrade last summer, using the method where you build an offline 
replica of production and upgraded it; SLM was upgraded from 7.1.00.002 to 
7.6.00.001, then 7.6.03, then 7.6.04.01.  The rest of the ITSM suite followed 
similar contorted paths, as recommended by one of the few BMC support folks who 
knew what they were talking about. Then we restored the upgraded db under a new 
server installed fresh with all the 7.6.04.01 components, to eliminate all of 
the legacy 32-bit directory structures; the data remains the same, right down 
to the T-table numbers.  During acceptance testing we kept the following 
transaction data tables for SLM up to date from production using RRR|Chive 
every night:

SLM:Measurement  *which had an overlay
SLM:EventSchedule
SLM:MilestoneLogging
SLM:RuleActionNotifier

* SLM:Measurement had to be overlaid - the field Previous Status (301412100) in 
7.1 had an enumeration of Pending with ID of '2' that was deprecated in SLM 
7.6.04.01, but since the existing 3 years of data contained that enumeration, 
for whatever reason, it could not be refreshed using RRR|Chive without 
restoring that enumeration using an overlay.

This allowed us to push new Incidents and updates to incidents, along with 
their associated SLM measurement records, from production to the future 
production system right up to the point of cutover.  It also allowed us to 
fully test new incidents with attached service targets on the new system 
without conflict; we set all of the NextIDs for ALL of the necessary tables to 
a much higher number before beginning testing, and limited RRR|Chive updates to 
the ranges below them.  On my system (where Asset and CMDB are empty), there 
were 225 tables where I had to set the NextID to a new, higher value on the 
upgraded system before (a) beginning to refresh production data to it, and (b) 
before creating any new test or foundation data entries.

As near as we could tell when we went live last August, all of the upgraded, 
migrated, and new SLM transaction data was working properly with Incidents, and 
escalating properly both before and after the new server was cutover into 
production. It also appeared correctly in the SLM Dashboards, with some severe 
initial problems that required db-level data fixes in SQL to data that did not 
upgrade or migrate properly - where SLM:Measurement stores the server name as 
an explicit value in the Status Image Tag field - these have to be changed to 
match the new server or they cause all sorts of problems, up to and including 
crashing the tomcat server under mid-tier!

Be sure to turn off email on the old production server unless you want 
duplicate escalation notifications; we had some escape the first week on a 
restart of the old server, which is still "in production" to authenticate for 
Remedy Knowledge Management 7.2, which is also still in production (RKM 
7.6.04.01 displays no search results in Safari, among a myriad of other 
uncorrected problems). Also, I cannot personally recommend moving from 7.1 to 
7.6.04.02 - I gave up on SP2 last November as DOA - almost every installer has 
fatal problems when run on a system upgraded from 7.1/7.0.  MAYBE they will 
have them fixed in Sp3, but I'm not holding my breath.  If you go to Sp1 
instead of Sp2, however, there is a slew of hotfixes you will need for Sp1 
before using it in production!  You may just have to slog through the Sp2 
installer problems to get the newer code, then fix all of the known issues 
CREATED by Sp2 afterwards.  Or do all of your testing/setup/planning but 
execute with Sp3.

If you don't drink, upgrading SLM could drive you to it.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Melissa Reed
Sent: Thursday, February 02, 2012 1:36 PM
To: arslist@ARSLIST.ORG
Subject: Migrating SLM 7.1 to 7.6.04

Does anyone have any experience migrating data for SLM (integrated with 
Incident) from a SLM 7.1 environment to SLM 7.6.04?  We are migrating open 
incident data and need to maintain the ongoing service targets that are already 
attached.  In addition we will need to be able to report on the mig

Re: Import .csv with duplicates to AR Form via AIE

[strauss]

Off the wall - our AIE implementation for CTM:People gets updates from LDAP 
into a separate SQL Server db all day (and night) as changes post in 
PeopleSoft.  When things are popping (student registration and new employee 
hires at the beginning of each semester), there may be many updates to the same 
person's record over several hours, sometimes within the AIE processing cycle 
of 1 hour.  They are transparent to AIE because the duplicate updates post to a 
single record in the SQL Server table and AIE only sees one record with an 
update flag.  AIE then pushes to a custom form like you described, updating or 
creating records as appropriate.  You may need to use an external db table that 
you can push your .csv file through in order to combine the duplicate entries 
into a single row.

Just an idea; for scale, we currently maintain over 297,000 records this way 
(external SQL table -> custom form -> CTM:People/User/CTM:People Permission 
Groups).

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: Thursday, February 02, 2012 8:46 AM
To: arslist@ARSLIST.ORG
Subject: Import .csv with duplicates to AR Form via AIE

**
Greetings Listers, I'm stuck on an AIE limitation that I can't seem to get 
around.  I want to do a nightly file import from a .csv file to a target custom 
AR form.  Problem is the .csv file contains duplicate entries and there is no 
way to get a completely unique key (even using a composite key from multiple 
columns in the .csv file).  After much testing, frustration, and retesting I 
have found that AIE cannot (successfully) import from a .csv file without a 
unique key.  Period.  It's not that it simply will overwrite records where 
duplicates are encountered, it gets completely confused on the number of 
records to import and only processes approx. 1/3 of the total data.  I've tried 
every combination of configurations/queries/keys in the AIE mapping and 
exchange entries.

For reasons I won't detail, I don't have the option of altering the source of 
the .csv file to insert a unique ID or to filter duplicates out.

I'm racking my brain to figure out some script or batch file I can create to 
run prior to the exchange which inserts a unique column (a counter basically) 
into the .csv file so that AIE can import it.  I've validated that I can 
manually add a unique column to the .csv and everything imports as expected.

Anyone have a clever way to insert a unique column to a .csv file 
programmatically, or a way to get Remedy to import a .csv nightly which 
contains non-unique data?  I'm trying to avoid a less desireable solution 
involving running the import tool from workflow as I believe it would require 
me to pass Admin credentials in the command line to run the import tool.  The 
security implications there concern me.

Thanks.  Nate.

Nathan Aker
ITSM Solution Architect

McAfee, Inc.
5000 Headquarters Drive
Plano, TX 75024

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Re: Change Management actions

[strauss]

Be advised that this was originally broken in 7.6.04.01 (the Modify Request 
After Submit setting was ignored) and required a hotfix to the arserver.exe to 
fix it.  If you are lucky, you already have - or will - miss hitting the 
problem.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dan
Sent: Friday, January 20, 2012 1:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management actions

Sorry about that I always forget version.

We are on 7.6.04.  And this worked thanks.  I knew it was something simple but 
could not recall where it was.

On Jan 20, 2:04 pm, Rick Sharp  wrote:
> Not knowing what version of Remedy you are using..go to Application 
> for the user(s) and toggle the option for action on what to do after Saving 
> the INC or CRQ.
>
> In 7.604, click Foundation Elements-->Overview Console-->Functions
>
> For Incident and Change tabs, change it to be:
>
> On Form, After Save:
> Modify Request After Submit
>
>
> From: Dan 
> To: arsl...@arslist.org
> Sent: Friday, January 20, 2012 11:58 AM
> Subject: Change Management actions
>
> How do I get Change (and Incident/Problem) to stay on the same ticket 
> when I create a new one.  Currently when I create and save a new 
> ticket it opens a new one.
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org 
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>
> __
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Re: Kinetic jobs

[strauss]

Just now catching up on the list, so my response is delayed.

John is correct that Kinetic is really a different skill.  We all had their 
trainer put us through Kinetic Request boot camp before implementing the 
product years ago.  We ended up turning over 99% of Kinetic development and 
maintenance to our helpdesk manager, who knows nothing about Remedy 
development.  However, he is also our custom crystal report writer, so he knows 
the field structures of forms like HPD:Help Desk and 
HPD:IncidentInterface_Create VERY well, and that is one skill that a Kinetic 
developer WILL need if he/she is running Kinetic in an integration with ITSM or 
some other application. It's hard to program a Kinetic task correctly if you 
don't know exactly what values to push to the application forms.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, January 19, 2012 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Kinetic jobs

**

Dan, hopefully the below is clarifying...


I do have a spot in my heart for the Remedy world -- I have put nearly 20 years 
into it... our software extends ARS and it has been a fruitful world for me and 
Kinetic Data.

What I was trying to avoid -- is a common confusion.

Many people believe that because they know "Remedy" they know "Kinetic".

We built our Admin capability in ARS and we store our data in ARS -- the rest 
happens outside of normal ARS.

In my email - I was highlighting - it is different -- as not to disappoint 
somebody who may be interested but does not have the Kinetic background.

Regardless -- Kinetic software is fairly straightforward - and if you are 
interested in doing "creative work" and consulting -- Kinetic may be of 
interest.

We have clients that would like assistance in Kinetic stuff -- I think many on 
ARSList would enjoy a choice of doing something different, yet - still be close 
to their existing knowledge space.

Specifically - I am getting emails from search firms for permanent placement of 
Kinetic people...

It seems inappropriate to fwd to ARSList...

So - a one time email to the list - for people interested seems like the 
appropriate approach.


BTW - I watched the "Star Trek" movie the other day...

In the words of Spock -- Live Long and Prosper ARS!!!



-John



On Thu, Jan 19, 2012 at 3:16 PM, arslist 
mailto:arsl...@danielbloom.ca>> wrote:
**
John,
I am not sure you meant to say what you say here? I thought you cared about the 
Remedy world, part of why you are at WWRUG and on this list?

***Note -- a Kinetic project is not a Remedy project
Kinetic development/management -- has near nothing to do with Remedy...
Typically the clients are looking for skilled/mature consultants/employees who 
are comfortable talking to business type folks in order to understand their 
business need/process -- and then implement that in the Kinetic Suite of 
applications...


I know that some Kinetic projects are not Remedy projects, and certainly for 
the Remedy world to use your products there must be value to us?

Certainly there are integrations to add on to the features of the ARSystem and 
the ITSM Suite, but I am sure most would have described that as being a bit 
more connected than you imply here?

Thanks ... Daniel




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of John 
Sundberg
Sent: January 19, 2012 2:32 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: OT:Kinetic jobs

**

All,


Often times we get recruiters calling us for Kinetic skilled people to become 
employees (or temp contractors) for our clients.


We would like to assist them to find the right people.


If you are interested in being forwarded opportunities in Kinetic projects -- 
please email me offline - and I will get you added to the list.


***Note -- a Kinetic project is not a Remedy project
Kinetic development/management -- has near nothing to do with Remedy...
Typically the clients are looking for skilled/mature consultants/employees who 
are comfortable talking to business type folks in order to understand their 
business need/process -- and then implement that in the Kinetic Suite of 
applications...

My personal opinion is that this type of work is "fun work" -- as you are 
responding (typically with a "Yes we can do that") to the business needs... (It 
is not data mgmt stuff - but actually "creation/creative" work)


***Note -- the reason I posted a non-Remedy opportunity here - is that many of 
the people that traditionally are in the Remedy space have the proper work 
background and consulting experience to be interested in Kinetic... The mental 
framework is similar to traditional R

Re: Work Info Notes Entries Limited to 255 Characters v7.604

[strauss]

The problem is not limited to HPD:Help Desk.
Correct Bugs in Application (ITSM 7.6.04.01)
Corrected Forms
SW00398451: HPD:Help Desk, CHG:Infrastructure Change, PBM:Problem 
Investigation, PBM:Known Error

* Overlay the form and change field z1D_Note from 255 char to 0 
(unlimited)

Corrected Active Links (August 2011)
SW00398451: Fix errors in Push Field actions
ActiveLink: HPD:INC:EditWorkInfo
Second action - Push Field
From: Description = $z1D_Note$

* To:   Description = LEFT($z1D_Note$, 99)
ActiveLink: PBM:PKE:AddWorkInfo_From_LessView
Second action - Push Field
From: Description = $z1D_Note$

* To:   Description = LEFT($z1D_Note$, 99)


Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Wirasat Siddiqi
Sent: Friday, December 23, 2011 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Work Info Notes Entries Limited to 255 Characters v7.604

** We had the same issue. We are running AR 7.6.04. Here is what I did to fix 
the issue.

Change the field length of z1D_Note to 0 on HPD:HelPDesk form.
Modify the active link HPD:INC:EditWorkInfo and change the description to 
LEFT($z1D_Note$, 98)


Thanks,
Wirasat





From:Rick Sharp mailto:rickshar...@yahoo.com>>
To:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Date:12/23/2011 01:08 PM
Subject:Work Info Notes Entries Limited to 255 Characters v7.604
Sent by:"Action Request System discussion list(ARSList)" 
mailto:arslist@ARSLIST.ORG>>




**
Why in the world did BMC limit the Notes field in WorkInfo records to 255 
characters per record?  This is maddening for our IT users who didn't have this 
limitation in our 7.0x world.  The workaround is to email the INC or CRQ with 
the information record that exceeds 255 characters.  Does anyone else have the 
same problem and what did you do to resolve this poor design, please ?

Thanks List Members -

Rick
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Re: Overlay objects named __o : common knowledge?

[strauss]

There is a patch to the 7.6.04.01 arserver.exe for at least one bug with 
auditing for ITSM overlays that we obtained in July by opening an issue with 
support.  There may have been more defects identified since then, but applying 
this patch allowed the OOTB audit logging on the Incident and related ITSM 
forms to resume (that had stopped after upgrading to 7.6.04.00) after some 
"jiggling" of the form:

I had to open the following overlaid, audited forms in Base Development Mode, 
toggle Form Properties - Audit - Audit Only Changed Fields to Yes or No, then 
back to Default (no saving of form required), and then the overlay began 
showing the correct Audit Log Form information as well. 
HPD:Help Desk
PBM:Known Error
PBM:Problem Investigation
PBM:Solution Database
TMS:Task
After that, editing any existing records in these forms created new Audit Log 
entries.

It took a restart the SQL Server underneath the ARSystem db before auditing was 
restored to the CTM:People form.  Toggling the Form Properties was not enough.

Action Request System(R) Server x64 Version 7.6.04 SP1 HotFix 01 201107051610


I don't doubt that there are other hotfixes that came out after this one, and 
of course now there is SP2.  All bets are off on SP2; based upon our problems 
so far with just the installers, it may re-introduce problems that we got 
hotfixes for, so I will have to test everything again.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Parrish
Sent: Wednesday, November 16, 2011 12:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay objects named __o : common knowledge?

It's my understanding that this issue is a known defect.

Scott

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Uday Joshi
Sent: Wednesday, November 16, 2011 12:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay objects named __o : common knowledge?

Hi,

One more challenge I am facing that the auditing is disabled on the overlay 
form. The "FormAppObj" guide has a section on it but its not elaborate enough.

Can anyone share hands on experience on how to enable this for overlaid forms.

Best Regards,

Uday Joshi

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Friday, November 11, 2011 5:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay objects named __o : common knowledge?

The __o syntax was described in the most detail in the Migrator docs, where it 
tells you how to compare overlay to overlaid objects and vice versa.  
Eventually it appeared in the 7.6.04 upgrade docs, which were very short on 
detail and accuracy initially.  The Developer Studio hides it (the fact that 
there is an __o form once you overlay the original), while it is VERY obvious 
in Migrator, and has been since day one.  You will also see all of the __o 
forms in the arschema table, where they get their own unique schema  ids.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Luthgers
Sent: Thursday, November 10, 2011 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay objects named __o : common knowledge?

Hello Kaïs,

i was digging into this since 7.6.04 has been released to add overlay 
support to ARInside. But I don't know what your question tend to exactly.

While i know that overlay objects have "__o" added to it, i decided to 
hide this fact in the ARInside workflow documentation completely. I 
think this is to some point API internal information. And for future ARS 
versions which might support more than just two worklow layeres we don't 
know what BMC does with this naming convention.

Developers who work with overlays for a while will surely sooner or 
later know about this object naming. But most customers are still using 
an odler version. Currently, I wouldn't say its common knowledge.

John

Am 10.11.2011 12:05, schrieb Support:
> ** Hello List,
>
> As we are pre-alpha testing the new version of ARSmarts, we are
> wondering if the fact that overlay objects are called /objectname/__o is
> common knowledge, or if none of you was aware of this before reading
> this sentence :-) :-) 
>
> Pls let us know if you knew by answering to this email to the list, or
> directly to supp...@arsmarts.com.
>
> Thanks in advance.
>
> Kaïs
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

_

Re: Delta Data Migrator (DDM)

[strauss]

It installs in a folder under \Migrator\migrator\DeltaDataMigration with BMC 
Remedy Migrator 7.6.04.0x.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

From: "Pargeter, Christie :CO IS" mailto:cparg...@lhs.org>>
Reply-To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Date: Tue, 15 Nov 2011 10:20:31 -0600
To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Subject: Delta Data Migrator (DDM)

**
Hi All – I am trying to find the DDM software to download and install.  Where 
is it on the BMC site?  I have looked in the EPD and can’t find it.

Thanks




Christie Pargeter
Legacy Health
IS - Programming
SR Technical Analyst
cparge...@lhs.org <mailto:cparge...@lhs.org>
  1120 Building

tel: 503-415-5149


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Re: Question about Remedy on Demand (RoD)..

[strauss]

I would be VERY interested in hearing more on this topic.  Issues like 
integrations to populate People and User from external sources (we use AIE and 
custom forms/filters), and AREA authentication to LDAP are at the top of my 
list.  The ability to integrate and use third party products like Kinetic 
Survey/Request/Calendar.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/


From: Joe Martin D'Souza mailto:jdso...@shyle.net>>
Reply-To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Date: Fri, 11 Nov 2011 14:35:11 -0600
To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Subject: Question about Remedy on Demand (RoD)..

**

Listers,

I want an end user (both user as well as admin/developer user) perspective.. 
I’d like to hear from those who have used the Remedy systems on site and then 
decided to take advantage of the possible advantages that come maybe with some 
disadvantages  of hosting it off premise by subscribing to RoD. I would 
like to get a list of those disadvantages if possible..

1) How much of your end user experience (ability to customize and implement 
those customizations at will) has been fractured as a result of switching to 
RoD?
2) Can you implement code level customizations (Forms, AL’s, Filters, 
Escalations, Menus, WS’s) at all?
3) What (if any) were the limitations that you’ll were faced with?
4) Is SSO even possible with RoD?
5) Did you come across any situation where you were told, well that would be 
possible if you were hosting this on site but can’t be done when using RoD??

Even if you have some experience you may feel like sharing about something I 
haven’t listed up, I do want to hear about it. Just anything at all. I’m doing 
some fact finding to possibly commence some integration work for a prospective 
end user that has RoD, and I need to understand the scope and challenges I 
might be facing while attempting this..

Cheers

Joe
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Re: BMC's Future on the horizon.. IMHO

[strauss]

Thanks Doug,  for the detailed explanation of what has been a nagging problem 
here for months.

The IE9 performance problem made a widespread appearance because we are in the 
process of rolling out Windows 7 with IE9 all over campus, and while we 
initially recommended firefox instead for ITSM that stopped as soon as we found 
the un-solved bug in Incident Management where editing or pasting into the Work 
Info loses everything after a line feed.  Support finally acknowledged it after 
we sent them a movie of it.  There was also truncation by the active link, but 
we put a band-aid on that.  So the helpdesks went back to IE or chrome.  They 
are not going to revert to an outdated and no doubt unsecure version of flash, 
so they simply avoid the Next Stage and Resolve buttons and the process flow 
bar and work manually on the Incident form.  At least the best practice form is 
much easier to operate manually than the classic was.

This is the main problem with browser-only clients – there is something wrong 
with every one of them.  We were unable to implement RKM 7.6.04.01 primarily 
because the search results do not display at all in Safari or Chrome (which is 
still not fixed in SP2), and we had to keep our ARS 7.1 system in production 
just to support RKM 7.2.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/


From: "Mueller, Doug" mailto:doug_muel...@bmc.com>>
Reply-To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Date: Fri, 11 Nov 2011 12:53:35 -0600
To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Subject: Re: BMC's Future on the horizon.. IMHO

**
Everyone,

What Chris describes here is a new discovery that is unique to IE9 where 
something has changed in
the IE implementation.  As part of the model that BMC uses for the AR System, 
we support the
specified versions of products "or later".  In this case, IE9 was not available 
when the current version
was released (7.6.04 was released in January 2011 and IE9 in March 2011).

The product is fully functional with IE9.  However, we have discovered an 
interaction issue that causes
a performance problem with IE9.  We are working with both Microsoft and Adobe 
on this issue to see
if can be resolved.  In addition, some redesign of the approach has mostly 
eliminated the problem from
the next major release (but that strategy cannot be backported to the current 
release).

So, enough of the overall philosophy, let's look at this situation.

There are a number of UI features that we added in recent releases.  Some of 
them were not supported
on specific browsers so we had to find alternatives for supporting the 
capability.  Specifically, there are
three features: rounded corners, gradient colors, and vertical text.  These 
three capabilities could not
be supported in IE natively because the capability was not present.  To allow 
these capabilities, we
incorporated the use of Flash for IE.  All of the other browsers – Safari, 
Firefox, and even the other
used but unsupported browsers like Chrome – have the necessary support.  So, 
the workaround was
used only for IE environments.

Everything works fine for IE6, IE7, and IE8 but with IE9, something has changed 
so that there is now a
performance cost for the workaround.   This is what we are working to find out 
what the issue is with
the other vendors.

Now, there are several options:


1)  The performance issues is not really affecting you so do nothing

2) Use a browser other than IE

3)  Use a version of IE before IE9  (for example, use IE8)

4)  Use FlashPlayer 10.2 or earlier (the problem has been isolated to the 
combination of IE9 using
FlashPlayer 10.3, or later unless a fix is added later)

5)  Go to the System config settings and set the option that turns off the 
use of Flash for these
three capabilities – you will not get rounded corners, vertical text, or 
gradient colors but you will
not loose any other functionality or capability within the system.  It is a 
cosmetic affect



So, in summary….

This may affect you ONLY IF you


n  Run IE9 as your browser

n  Use FlashPlayer 10.3 or later

n  Leave the system config setting to use Flash for these features turned on 
(the default)

Otherwise, this issue does not have any affect on your system.  And, it will 
affect only users that have
this combination as their client – other users on the same system without this 
combination will not
be affected.

There are several options (which may or may not be possible in your 
environment) to eliminate the
problem immediately.

BMC is continuing to work with the vendors on this problem to see we can find 
out why the problem
suddenly showed up with this combination of technology and to see if we can 
eliminate the issue from
future releases with 

Re: Fresh ARS 7.5.0 install issues

[strauss]

Read back a few months in the list - I posted about this bug several times 
beginning 14 April, and opened Issues with both BMC and Microsoft.  Microsoft 
had issues with their own patch  - it affected some of their VPN services on 
RRAS servers.  It took Microsoft and BMC until July to actually figure out what 
was going wrong and develop changes.  BMC had me test a special build of the 
7.1 arserver that alleviated the startup problem, but they never released it 
into a patch; Microsoft provided instructions for installing a shim to fix it, 
but it was a fairly obtuse process that I only tested on one server.  MS also 
released some security updates in September that _may_ have actually fixed the 
issue by overwriting some dlls from the KB2509553 code; they won't admit it.  I 
had one 7.1 server that I could reliably reproduce the problem on from April to 
August by installing or uninstalling KB2509553, and after the September 
Microsoft updates I was unable to get it to fail.

As an aside, the effect of the patch was to block the initial connections that 
the armonitor-arserver make to the SQL Server (watch one sometime using select 
* from sys.dm_exec_connections order by connect_time desc ).  When the SQL 
Server is running and ARS is not, you will see 4 or 5 local connections.  When 
the ARS first starts up it will make roughly a dozen connections, for less than 
a minute, depending on how many RPC thread ports you have defined.  Then it 
drops to only one external connection while the ARS starts up (and in my 
estimation, struggles for a while to get all of the java plugins loaded), until 
it finally finishes loading several minutes later and opens dozens of 
connections (my servers usually have from 40 connections on a test server to 
108 on production).  When the KB was blocking the arserver.exe, there were NO 
additional connections made to the SQL Server on startup.

I first saw it while upgrading a server from 7.1 to 7.5 on the way to 
7.6.03/04.  I never saw it on any of my 7.6.04.01 servers - it may have been 
eliminated in 7.6.03 by accident and did not occur on the 7.6.04.01 server we 
were prepping in July for production in August, but I kept the security patch 
off all of my other servers until September.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Larry Barnes
Sent: Thursday, November 10, 2011 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Fresh ARS 7.5.0 install issues

**
Here's a link to an article about installing apps via RDP.  Was given to me by 
one of our server engineers.

http://www.bidn.com/blogs/ShawnHarrison/ssis/2046/installing-applications-on-windows-server-through-rdp


Larry B.
Remedy, HP3000, & Level II Support


The contents of this message, together with any attachments, are intended only 
for the use of the individual or entity to which they are addressed and may 
contain information that is legally privileged, confidential or otherwise 
exempt from disclosure. If you are not the intended recipient, you are 
prohibited from disseminating, distributing, or copying this message or any 
attachment. If you have received this message by mistake, please let the sender 
know by email reply and immediately delete this message, along with any 
attachments, from your system.

Thank you.


From: Larry Barnes
Sent: Thursday, November 10, 2011 11:36 AM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Fresh ARS 7.5.0 install issues
Hello everyone that has replied with suggestions

First a BIG thank you for them!!!

Now for the solution:

It appears that Remedy Support was correct, this time.  I removed a MS patch, 
2509553, then uninstalled ARS and rebuilt the ARSystem DB (using a script 
provided by our DBA).  Then rebooted the app server and restarted the ARS 
install.

It worked well!!!  I had a few warnings but they are doable.

I'm not sure why this MS patch would have been an issue but I will be asking 
BMC about that.

Larry B.
Remedy, HP3000, & Level II Support


The contents of this message, together with any attachments, are intended only 
for the use of the individual or entity to which they are addressed and may 
contain information that is legally privileged, confidential or otherwise 
exempt from disclosure. If you are not the intended recipient, you are 
prohibited from disseminating, distributing, or copying this message or any 
attachment. If you have received this message by mistake, please let the sender 
know by email reply and immediately delete this message, along with any 
attachments, from your system.

Thank you.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, November 10, 2011 8:54 AM
To: arslist@ARS

Re: Overlay objects named __o : common knowledge?

[strauss]

The __o syntax was described in the most detail in the Migrator docs, where it 
tells you how to compare overlay to overlaid objects and vice versa.  
Eventually it appeared in the 7.6.04 upgrade docs, which were very short on 
detail and accuracy initially.  The Developer Studio hides it (the fact that 
there is an __o form once you overlay the original), while it is VERY obvious 
in Migrator, and has been since day one.  You will also see all of the __o 
forms in the arschema table, where they get their own unique schema  ids.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Luthgers
Sent: Thursday, November 10, 2011 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay objects named __o : common knowledge?

Hello Kaïs,

i was digging into this since 7.6.04 has been released to add overlay 
support to ARInside. But I don't know what your question tend to exactly.

While i know that overlay objects have "__o" added to it, i decided to 
hide this fact in the ARInside workflow documentation completely. I 
think this is to some point API internal information. And for future ARS 
versions which might support more than just two worklow layeres we don't 
know what BMC does with this naming convention.

Developers who work with overlays for a while will surely sooner or 
later know about this object naming. But most customers are still using 
an odler version. Currently, I wouldn't say its common knowledge.

John

Am 10.11.2011 12:05, schrieb Support:
> ** Hello List,
>
> As we are pre-alpha testing the new version of ARSmarts, we are
> wondering if the fact that overlay objects are called /objectname/__o is
> common knowledge, or if none of you was aware of this before reading
> this sentence :-) :-) 
>
> Pls let us know if you knew by answering to this email to the list, or
> directly to supp...@arsmarts.com.
>
> Thanks in advance.
>
> Kaïs
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: BMC's Future on the horizon.. IMHO

[strauss]

We can hope; the dialog performance problems that we have been experiencing on 
production with ITSM 7.6.04.01 Incidents in IE9 have now been tracked down 
specifically to flash, and confirmed in my testing.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, November 09, 2011 12:03 PM
To: arslist@ARSLIST.ORG
Subject: BMC's Future on the horizon.. IMHO

** 
http://www.zdnet.com/blog/networking/flash-is-dead-long-live-html5/1633?tag=nl.e539

BMC's Future..


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Re: Midtier upgrade path

[strauss]

When I have to do this (using Tomcat not Apache) I uninstall mid-tier, tomcat, 
then java, then install the new versions in the reverse order of uninstall.  
Too many settings that would be created by the installers end up out of whack 
otherwise, especially on Windows where there is a registry involved, and where 
new JDKs install with a new path.  I have seldom seen attempts to "upgrade" any 
of these components work properly - it's easier and safer to just reinstall 
them.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, November 09, 2011 10:17 AM
To: arslist@ARSLIST.ORG
Subject: Midtier upgrade path

**

I have to upgrade Java and Apache on a 7.1 Midtier server.  Does it matter 
which I upgrade first?  I know that I will probably have to reinstall Midtier 
after doing Java.

Rick
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: 7.6.04 -SP02 Windows:: got a question

[strauss]

Looking back at my notes, I kept the db on SQL 2005 until I had upgraded to 
7.6.04 SP1 on the offline server, then when I moved to the production server 
(preinstalled on SQL 2008 with 7.6.04.01) I also moved the db to 2008 by 
restoring it over the placeholder.

I know that you can switch from SQL 2005 to 2008 earlier in the upgrade process 
- but not until your AR Server is on a version that supports SQL 2008.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nall, Roger
Sent: Tuesday, November 08, 2011 3:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 -SP02 Windows:: got a question

**
Let me try this again. The dba took a copy of our 7.1 SQL2000 db and restored 
it to a SQL2008 server thus leaving us with our ARS 7.1 db in a SQL 2008 
format. We then ran the 7.6.04 SP2 installers with the results already 
mentioned. I hope this makes more sense.

Roger Nall
Manager, SA Business Intelligence/Remedy
Desk Phone: 972-464-3712
Mobile: 973-652-6723

Helpful Links:
| Reports<http://bi.eng.t-mobile.com:8080/InfoViewApp>  |SA_Suggestion 
Box<http://saintake.t-mobile.com/> | SA_Trouble 
Ticket<http://natweb.eng.t-mobile.com/sites/TTWeb/CreateTicket.aspx> |


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Tuesday, November 08, 2011 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 -SP02 Windows:: got a question

** You have listed we restored it to SQL 2008 and then upgraded to SQL 2008. I 
hope this was a misprint. After you complete the upgrade are you trying to 
connect using the 7.1 application server?
-Original Message-
From: Nall, Roger 
To: arslist 
Sent: Tue, Nov 8, 2011 4:14 pm
Subject: Re: 7.6.04 -SP02 Windows:: got a question
**
We are having the same issue. We are trying to upgrade from 7.1 patch 4 to 
7.6.04 SP2. We have all new hardware. The dbas have taken a copy of the SQL 2k 
7.1 db and restored to SQL 2008 then upgrading to SQL 2008. The ARS install 
recognizes tht the db is there but does not offer eth Upgrade/Overwrite/Server 
Group screen. We even tried upgrading to 7.5 first but ran into the same 
scenario. Not sure what to do other than creating a new db and migrating 
everything over.

Thanks,

Roger Nall
Manager, SA Business Intelligence/Remedy
Desk Phone: 972-464-3712
Mobile: 973-652-6723

Helpful Links:
| Reports<http://bi.eng.t-mobile.com:8080/InfoViewApp>  |SA_Suggestion 
Box<http://saintake.t-mobile.com/> | SA_Trouble 
Ticket<http://natweb.eng.t-mobile.com/sites/TTWeb/CreateTicket.aspx> |


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG?>] On Behalf Of patrick 
zandi
Sent: Thursday, November 03, 2011 3:30 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: 7.6.04 -SP02 Windows:: got a question

** TOO FUNNY:::  7.6.04 SP1  Upgrade option works..   SP2 does not even show 
up..  I am upgrading now..
We gotta get this stuff working correctly

I think at least a round or two of TESTERS might help a little...
the midtier needs to be down when you do it.. It was up in my case had to use a 
different port::
I am just testing a couple of theories.. about importing and upgrading of the 
SRM stuff..

Cause BMC does not have a real clear path.. and I have found many issues...
with the older SRM 7.6 and trying to export and import into a 7.6.04 sp1 or 2 
... won't work.. exports get record dumps and sometimes I am getting 2, 3, 4, 
5,6, even 7 duplicates in the dumps..

They do not know why...
On Thu, Nov 3, 2011 at 3:24 PM, patrick zandi 
mailto:remedy...@gmail.com>> wrote:
ENV: previous::
ARS 7.5 P3 -- ITSM 7.6.00 SRM 7.6.01

On Thu, Nov 3, 2011 at 1:59 PM, strauss 
mailto:stra...@unt.edu>> wrote:
**
What patch level is the 7.5 installation?  I seem to remember during my upgrade 
to 7.6.03 and/or 04.01 that they wanted me on 7.5.00.007 as an intermediate 
level (and 7.6.00.002/1<http://7.6.0.2/1> apps).  Of course, your problem may 
have nothing to do with that, since the 7.6.x installers have their own 
collection of defects and misbehaviors, most of them already mentioned in this 
thread.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of patrick 
zandi
Sent: Thursday, November 03, 2011 12:51 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: 7.6.04 -SP02 Windows:: got a question

** I tried that... but not this time..
On Thu, Nov 3, 2011 at 1:40 PM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
I had that same sort 

Re: 7.6.04 - dev studio (read only) cannot add fields

[strauss]

Chews up schema IDs?  3,097 overlaid forms versus only those you need (I have a 
fair amount of customizations, but only overlaid 21 forms).  I'm okay with less 
is better when it comes to overlays - which is why I discarded the BPCU utility 
which wants to overlay everything in sight.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, November 08, 2011 1:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 - dev studio (read only) cannot add fields

**
Dumb Question:  so If you always have to do this:: Why didn't bmc in its wisdom 
create all forms with overlays automatically, since that is all you can 
change..  I am modifying quiet a few forms and my thinking cap is thinking  8-)



--
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_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Log File Editor....

[strauss]

Yes - just ran 7.6.04.01 just to see what it does on a filter log - I don't see 
where it adds any value over notepad or any other editor except the real time 
logging (if it works - I connected to my aruser.log and when that log changed 
the arlogdisplay.exe promptly crashed, complete with one of the old Dr. Watson 
application errors) - there certainly aren't any tools specific to ARS logs.  

I use EditPlus since it does not lock the file and I can reload it in real time 
to watch the changes, but it doesn't know anything about the files to use for 
color coding the display, or anything like that (like it does for xml, html, 
perl, tomcat cfg, etc.).  It also doesn't crash until the log file gets too 
large for any text editor to reasonably handle, and sometimes not even then.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Friday, November 04, 2011 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Log File Editor

Is arlogdisplay.exe still being installed with the user tool?

Drew
Comayagua

On Fri, Nov 4, 2011 at 12:55 PM, Richard Copits
 wrote:
> **
>
> Does anyone have a recommendation for a good, flexible log
>
> file editor? Ideally, one that can be configured specifically for
>
> Remedy log viewing? Thanks for any suggestions...
>
> 
> Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
> please delete all copies from your system without disclosing, copying, or
> transmitting this message.
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: 7.6.04 -SP02 Windows:: got a question

[strauss]

Yeah, I'm stuck again on the ARS install from SP1 to SP2 on a clone of 
production - applying SP2 kills the FTS plugin deader than a doorknob.  An 
hour+ webex spent changing all sorts of bizarre config settings and restarting 
ARS resolved nothing.  On the previous server I took up to SP2 it was the ITSM 
SP2 install that cratered FTS - differently; what fixed that (all new files for 
the \fts folder) did not fix the second server, where ITSM SP2 is only a future 
nightmare.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Thursday, November 03, 2011 3:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 -SP02 Windows:: got a question

** I misspoke: they have a clear path.. but for me it is not working..
And I am sure it is working for all the other people in the Grit eating World !
On Thu, Nov 3, 2011 at 4:30 PM, patrick zandi 
mailto:remedy...@gmail.com>> wrote:
TOO FUNNY:::  7.6.04 SP1  Upgrade option works..   SP2 does not even show up..  
I am upgrading now..
We gotta get this stuff working correctly

I think at least a round or two of TESTERS might help a little...
the midtier needs to be down when you do it.. It was up in my case had to use a 
different port::
I am just testing a couple of theories.. about importing and upgrading of the 
SRM stuff..

Cause BMC does not have a real clear path.. and I have found many issues...
with the older SRM 7.6 and trying to export and import into a 7.6.04 sp1 or 2 
... won't work.. exports get record dumps and sometimes I am getting 2, 3, 4, 
5,6, even 7 duplicates in the dumps..

They do not know why...



On Thu, Nov 3, 2011 at 3:24 PM, patrick zandi 
mailto:remedy...@gmail.com>> wrote:
ENV: previous::
ARS 7.5 P3 -- ITSM 7.6.00 SRM 7.6.01


On Thu, Nov 3, 2011 at 1:59 PM, strauss 
mailto:stra...@unt.edu>> wrote:
**
What patch level is the 7.5 installation?  I seem to remember during my upgrade 
to 7.6.03 and/or 04.01 that they wanted me on 7.5.00.007 as an intermediate 
level (and 7.6.00.002/1<http://7.6.00.002/1> apps).  Of course, your problem 
may have nothing to do with that, since the 7.6.x installers have their own 
collection of defects and misbehaviors, most of them already mentioned in this 
thread.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of patrick 
zandi
Sent: Thursday, November 03, 2011 12:51 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: 7.6.04 -SP02 Windows:: got a question

** I tried that... but not this time..
On Thu, Nov 3, 2011 at 1:40 PM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
I had that same sort of issue with 7.6.03 and found I had to re-type all 
passwords into the installer before it would recognize that I was trying to do 
an upgrade.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of patrick 
zandi
Sent: Thursday, November 03, 2011 12:36 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: 7.6.04 -SP02 Windows:: got a question

** So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into it.
Go and run the SP2 ARS and as it goes along it asks all the right questions:: 
but Fails to understand what to do when it detects the arsystem is already 
there.. and tells me that it is already there, and I need to upgrade but does 
not give you any options because it fails to create... something is missing in 
this upgrade process.. .. anyone else notice?
Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot and 
will not use the previous artmpspace: it only allows you to RECREATE a new 
artmpspace

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Are"_
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_


--
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--
Patrick Zandi



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Re: 7.6.04 -SP02 Windows:: got a question

[strauss]

What patch level is the 7.5 installation?  I seem to remember during my upgrade 
to 7.6.03 and/or 04.01 that they wanted me on 7.5.00.007 as an intermediate 
level (and 7.6.00.002/1 apps).  Of course, your problem may have nothing to do 
with that, since the 7.6.x installers have their own collection of defects and 
misbehaviors, most of them already mentioned in this thread.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Thursday, November 03, 2011 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 -SP02 Windows:: got a question

** I tried that... but not this time..
On Thu, Nov 3, 2011 at 1:40 PM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
I had that same sort of issue with 7.6.03 and found I had to re-type all 
passwords into the installer before it would recognize that I was trying to do 
an upgrade.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of patrick 
zandi
Sent: Thursday, November 03, 2011 12:36 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: 7.6.04 -SP02 Windows:: got a question

** So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into it.
Go and run the SP2 ARS and as it goes along it asks all the right questions:: 
but Fails to understand what to do when it detects the arsystem is already 
there.. and tells me that it is already there, and I need to upgrade but does 
not give you any options because it fails to create... something is missing in 
this upgrade process.. .. anyone else notice?
Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot and 
will not use the previous artmpspace: it only allows you to RECREATE a new 
artmpspace

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Re: Direct Access URLs in RKM 7.6.04

[strauss]

You benefit if your organization is willing to pay to send you; ours has not 
been since the first WWRUG in 2009 (I attended RUGs as funds were available 
from 1998 to 2007). Last FY there was no travel money at all; this FY our 
future use of Remedy is under review (like just about anything that costs a lot 
of money).  I do know what I am missing when I don't get to attend.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, November 02, 2011 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Direct Access URLs in RKM 7.6.04

**
***Note to all -- WWRUG - is worth the price of admission...



Dr. Strauss


An interesting thing -- you really benefit from going to WWRUG.


ARS is to be the center of everything...


My conversation with inside people were:

They were so hell-bent on rewriting RKM in ARS they were willing to sacrifice 
any functionality.


It was told - years ago -- that it would not work -- ARS cannot do what is 
needed -- blah blah...


It fell on deaf ears...


Different technologies exist - not just to be different - but because they have 
strengths - and cover other weaknesses.


It is wise to use a screwdriver for screws.

It is wise to use a car for driving...


But to use a screwdriver as roller-skates -- is just crazy.




It goes back to sales and Nirvana -- wouldn't it be nice if everything just 
worked together, wouldn't it be nice if your one person could support all your 
IT processes, wouldn't it be nice if you only had one vendor to work with... 
blah blah blah...


You feel stupid not buying into that -- as -- it would be nice...








Have fun storming the castle...




-John




On Nov 2, 2011, at 11:53 AM, strauss wrote:

**
When you offshore the design team and they do not have any insight into the 
design of the previous versions, and don't find out from support how the old 
version is actually being used by customers, than you get back a completely 
different product; BMC should have renamed it so that we would expect no 
correlation between it and previous versions.  That's just my own assessment of 
what the underlying problems are or were.  I'm guessing that the design team 
met the specs that they were given for comprehensive version control and access 
security, and integration with SRM? (which we do not use), but the result is a 
completely different product that bears no relation to the previous RKM and 
actually has lost some of its capabilities.

In our case, the last straw was its inability to display any of the results of 
a search in Safari (and chrome which uses the same engine), at which point our 
helpdesk manager/knowledge manager threw up his hands and required us to keep 
RKM 7.2 in production.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: Wednesday, November 02, 2011 11:31 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Direct Access URLs in RKM 7.6.04

**
BMC's new motto:  "You think you hate it now, but wait until you use it..."

Nathan Aker
ITSM Solution Architect
McAfee, Inc.
Direct: 972.963.7611
Mobile: 469.644.7402

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, November 02, 2011 11:29 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Direct Access URLs in RKM 7.6.04

** Remedy's old motto: You cannot prevent change, but you can adapt
I do not know what the current one is?

 we can say the old one does not apply.
On Wed, Nov 2, 2011 at 12:19 PM, Nathan Aker 
mailto:nathan_a...@mcafee.com>> wrote:
.  Wow.   This is such a stupid design I can hardly fathom.   I'm 
speechless

We have the very same needs as you describe.  We have built a lot of our SRM 
services with pointers to knowledge articles to provide a more logical 
interface than the 7.6.x SRM can provide with the separate knowledge search.  
Additionally we have references in other Non-Remedy knowledge sources.

Thanks Dr. Strauss, very detailed response as usual.

Nathan Aker
ITSM Solution Architect
McAfee, Inc.
Direct: 972.963.7611
Mobile: 469.644.7402


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of strauss
Sent: Tuesday, November 01, 2011 8:28 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Direct Access URLs in RKM 7.6.04

The good news: the direct URL to the article is actually stored in a field in 
the article - do a report to see it. 

Re: Direct Access URLs in RKM 7.6.04

[strauss]

When you offshore the design team and they do not have any insight into the 
design of the previous versions, and don't find out from support how the old 
version is actually being used by customers, than you get back a completely 
different product; BMC should have renamed it so that we would expect no 
correlation between it and previous versions.  That's just my own assessment of 
what the underlying problems are or were.  I'm guessing that the design team 
met the specs that they were given for comprehensive version control and access 
security, and integration with SRM? (which we do not use), but the result is a 
completely different product that bears no relation to the previous RKM and 
actually has lost some of its capabilities.

In our case, the last straw was its inability to display any of the results of 
a search in Safari (and chrome which uses the same engine), at which point our 
helpdesk manager/knowledge manager threw up his hands and required us to keep 
RKM 7.2 in production.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: Wednesday, November 02, 2011 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Direct Access URLs in RKM 7.6.04

**
BMC's new motto:  "You think you hate it now, but wait until you use it..."

Nathan Aker
ITSM Solution Architect
McAfee, Inc.
Direct: 972.963.7611
Mobile: 469.644.7402

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, November 02, 2011 11:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Direct Access URLs in RKM 7.6.04

** Remedy's old motto: You cannot prevent change, but you can adapt
I do not know what the current one is?

 we can say the old one does not apply.
On Wed, Nov 2, 2011 at 12:19 PM, Nathan Aker 
mailto:nathan_a...@mcafee.com>> wrote:
.  Wow.   This is such a stupid design I can hardly fathom.   I'm 
speechless

We have the very same needs as you describe.  We have built a lot of our SRM 
services with pointers to knowledge articles to provide a more logical 
interface than the 7.6.x SRM can provide with the separate knowledge search.  
Additionally we have references in other Non-Remedy knowledge sources.

Thanks Dr. Strauss, very detailed response as usual.

Nathan Aker
ITSM Solution Architect
McAfee, Inc.
Direct: 972.963.7611
Mobile: 469.644.7402


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of strauss
Sent: Tuesday, November 01, 2011 8:28 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Direct Access URLs in RKM 7.6.04

The good news: the direct URL to the article is actually stored in a field in 
the article - do a report to see it.  But there's bad news - there is a 
separate, different, direct URL to each version of the article.

The bad news: an idiot designed this thing.  There is a VERY involved and 
seemingly effective versioning system that upon each edit flags the old version 
of the article obsolete and creates a new one.  That means that if you send out 
a link to the article to a customer, then notice something that needs updating 
and make the change, you just made the link that you sent to the customer 
obsolete.  It goes to the old article and throws an error at the customer when 
they use it.  Brilliant.  Now, they created a surrogate record with an 
abbreviated KB article ID to display in the console that keeps track of the 
current version of the article, so that when you open it from the console or 
from a search you will get the current version. So the console works, and live 
searches work, but any link you send out will become obsolete after the next 
update.  Since we have direct links to our RKM 7.2 articles embedded in an FAQ 
page in the helpdesk web, and in Kinetic Request service items, and these links 
cannot be allowed to become obsolete, we gave up on RKM 7.6.04 and kept our 7.2 
system in production.

In theory, the new "direct URL" to a kb article should either point at the 
surrogate record used in the console, or be constructed as a live search that 
will return the current version of the article at any point in time.  That is 
not documented or demonstrated, and we ran out of time to figure it out 
ourselves (if it is even possible) before our ITSM 7.6.04 system had to go 
live.  Unless they make corrections to this deficiency in their design, the 
only path that we are left will probably be via a live search, which will 
require us to completely change how we use the application.  In our case, it's 
on the back burner for now; it may be just one more nail in the coffin.

Christopher Strauss, Ph.D.
Call Tracking Administration 

Re: Direct Access URLs in RKM 7.6.04

[strauss]

The good news: the direct URL to the article is actually stored in a field in 
the article – do a report to see it.  But there's bad news – there is a 
separate, different, direct URL to each version of the article.

The bad news: an idiot designed this thing.  There is a VERY involved and 
seemingly effective versioning system that upon each edit flags the old version 
of the article obsolete and creates a new one.  That means that if you send out 
a link to the article to a customer, then notice something that needs updating 
and make the change, you just made the link that you sent to the customer 
obsolete.  It goes to the old article and throws an error at the customer when 
they use it.  Brilliant.  Now, they created a surrogate record with an 
abbreviated KB article ID to display in the console that keeps track of the 
current version of the article, so that when you open it from the console or 
from a search you will get the current version. So the console works, and live 
searches work, but any link you send out will become obsolete after the next 
update.  Since we have direct links to our RKM 7.2 articles embedded in an FAQ 
page in the helpdesk web, and in Kinetic Request service items, and these links 
cannot be allowed to become obsolete, we gave up on RKM 7.6.04 and kept our 7.2 
system in production.

In theory, the new "direct URL" to a kb article should either point at the 
surrogate record used in the console, or be constructed as a live search that 
will return the current version of the article at any point in time.  That is 
not documented or demonstrated, and we ran out of time to figure it out 
ourselves (if it is even possible) before our ITSM 7.6.04 system had to go 
live.  Unless they make corrections to this deficiency in their design, the 
only path that we are left will probably be via a live search, which will 
require us to completely change how we use the application.  In our case, it's 
on the back burner for now; it may be just one more nail in the coffin.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

From: Nathan Aker mailto:nathan_a...@mcafee.com>>
Reply-To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Date: Tue, 1 Nov 2011 17:54:37 -0500
To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Subject: Direct Access URLs in RKM 7.6.04

**
Listers, has anyone else found a way in the newly architected RKM 7.6.04 to 
determine the direct URL to a knowledge article to open a specific article in 
display view?   Our use case is simple, users can search for knowledge and view 
articles by clicking on the results list.  But if I have an article that I want 
to send to someone, we can’t find a way to get the URL directly to that article 
to send to someone or reference within another article.  This was simple in 
previous versions of RKM but we’re having much difficulty due to the 
intricacies introduced with the new landing page and the fact that embedded 
document id in the URL are not working in giving us a way to directly open one 
particular article via URL.  Anyone encountered?  We’ve tried the following 
unsuccessfully as an example:

http:///arsys/forms//RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA0005<http://%3cservername%3e/arsys/forms/%3cservername%3e/RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA0005>

Anyone cracked this code?

Nathan Aker
ITSM Solution Architect

McAfee, Inc.
5000 Headquarters Drive
Plano, TX 75024

Direct: 972.963.7611
Mobile: 469.644.7402
Web:www.mcafee.com<http://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com>

[cid:image001.jpg@01CC98BC.52E6C1F0]

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<>

Re: ARS 7.6.4 SP2 Issues

[strauss]

All of my problems were with the Atrium and ITSM installers for Sp2 - an 
inability of the Atrium installer to successfully restart the AR Server that 
botched the rest of the install, and several incorrect assumptions about what 
state some of the forms and views would be in after upgrading ITSM through 
version 7.6.03 to 7.6.04.0x that halted the ITSM SP2 install prematurely on 
error.  When the ITSM installation completed, it had destroyed the plugin 
server for FTS; support had to send me updated .jar files and 
pluginsvr_config.xml files before it worked again.  I'm not sure what that was 
all about, since it was working after the ARS SP2 installation.

This was only a first attempt on a test system; I will be running it against a 
clone of production this week.  All of these are either Win2K3 x64 or Win2K8 
x64 with SQL 2008 x64 behind them and mid-tier on tomcat 6.0.32 x64.

In all cases I have portmapper installed and running on the local machine, but 
use a static port for ARS and another for the plug-in port that are both open 
in the firewall.

Expect the unexpected with SP2.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Monday, October 31, 2011 12:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.4 SP2 Issues

** I too have installed SP2 without (noticeable) issue on Windows 2008 with MS 
SQL 2008.  This sandbox only had the initial release of AR 7.6.04 that I wanted 
to bring up to speed.

The only errors I have noticed are the following (that I have learned to ignore 
per documentation) in the arerror.log at start up
Mon Oct 31 10:31:17 2011  390600 : Could not find or read the optional license 
tags file. (ARNOTE 452)
Mon Oct 31 10:31:17 2011 C:\Program Files\Common Files\AR 
System\Licenses\\arsystem.tag

I am planning on upgrading my ITSM 7.6.04 SP1 sandbox to SP2 in the next few 
days; I'll report back how that goes.

Jason
On Mon, Oct 31, 2011 at 9:37 AM, Peter Romain 
mailto:p.romain.arsl...@parsolutions.co.uk>>
 wrote:
**
I just did an install of SP2 on a Win 2008 / SQL Server 2008 system with no 
particular problems but I didn't install Mid-Tier as this needed to be deployed 
in Websphere via the midtier.war (on the same server as ARS)

I also did an SP1 -> SP2 upgrade without the problems you had.

No explanation - just a different experience!



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Pierson, 
Shawn
Sent: 31 October 2011 15:52
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ARS 7.6.4 SP2 Issues

**
Good morning folks,

I've been trying to get SP2 up and running (just ARS for now) and have run into 
lots of issues.  I am working with BMC Support, although they aren't really 
doing anything helpful or useful and are taking days just to respond to simple 
questions.

In any case, I wanted to post this as a warning that if you have ARS 7.6.4 SP1 
up and running, that you should stay at that version for now.  I ran into 
issues in two different scenarios:


1)   Installing ARS SP2 as an upgrade to a server with ARS SP1.  In this 
case, it totally messed up ar.cfg and armonitor.cfg and created duplicate 
entries that I had to remove, primarily related to the plugins.  Also 
unfortunately, some plugins seem to work correctly, some do not.  Generic 
errors go to arerror.log, but the plugin logs show nothing other than the 
plugins that are working normally.

2)  Installing ARS SP2 on a new, clean server also turned out to be a 
dismal failure.  It had some other plugin errors, one of which prevents you 
from being able to license the server.

In both cases, I am working with Windows Server 2008 (64-bit), SQL Server 2005 
Enterprise, and Apache Tomcat (the one included in the Mid Tier installer), so 
nothing too unusual.  I suspect that some of the issues may be that it's 
installing 32-bit executables where it shouldn't, and there are probably other 
defects in the installer itself that causes these problems.

Also the response time from BMC is being really, really bad.  Rather than just 
thinking that they are lazy or whatever, it leads me to think that they are 
receiving a lot of calls with SP2, as it seems to have more bugs in it than the 
200+ pages of defects that it purports to fix.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union
Private and confidential as detailed 
here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access 
hyperlink, please e-mail sender.
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Are"_
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Re: Where's the overlay?

[strauss]

Is your mid-tier set for development?  (in addition to Development Mode on the 
server)
Definition Change Check Interval = 0
Update Flashboard Def Interval = 0
Resource check Interval = 300
Perform Check and Enable Cache Persistence are both ON

When I am doing development the only thing I normally need to do to get it live 
on the mid-tier (which is local to the AR Server) is Flush the Cache

Sometimes, some browsers have to have their own cache flushed as well before 
they pick it up.

Moving it into production is usually MUCH harder – often requiring multiple 
mid-tier cache flushes with shortened check intervals set (they are normally at 
3600, 0, and 86400 on my servers).  All of your problems will be with the 
caching.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garron Christie
Sent: Thursday, October 27, 2011 3:20 PM
To: arslist@ARSLIST.ORG
Subject: Where's the overlay?

**

Would like to find out if anyone else has experiened issues with using overlays 
where everything looks good in the admin tool, but the changes never make it to 
the mid tier. I've seen several posts about slow uptakes, but it doesn't seem 
to ever make it over. We had an overlay that had to be modified. I added a few 
fields which were not on the view, already on form, just not on view. There was 
a form overlay and a view overlay. Added a field overlay from the Objects not 
in view list before adding the field to the view. Added the field to the view 
and put it on a panel. Saved. Flushed cache, opened up the form, no change.



Here are the steps I have tried to get the changes to appear:

Flushed cache

deleted browser cache

restarted arserver

blew away midtier/cache

blew away tomcat/work/catalina/localhost

deleted the overlay and started overlays from scratch

took an original def of the form, imported with replace, started overlays from 
scratch

replaced admin tool sp1 with sp2



What am I missing here, can some kind soul point me in the right direction?



ar.cfg = Overlay-mode = 1
ARS/MidTier – 7.6.4 SP1
SQL Server 2008
Windows Server 2008 R2

Thanks,
Garron Christie
SRA Int'l
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Re: ITSM Group name = 1000000022

[strauss]

All of the custom groups you create (Companies, Support Organizations, Support 
Groups) will have the numeric value for Group Name; that was true in 7.0.02 as 
well.  It's ugly, but I believe that it is the "normal" behavior.  I would NOT 
try to change it.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, October 24, 2011 5:06 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Group name = 100022

Somehow when the consultants loaded the groups from my spreadsheets, they were 
all given a number instead of a group name.

They have the group number in the Group ID field and the Group ID in the Group 
Name field.  The Long Group Name has the full name along with the menu choice 
-->  MH->Technical->Desktop Solutions

Will it break anything if I change the  100022 in the Group Name to 
"Desktop Solutions"?It looks like all of the vendors are in there the same 
way as well.  Is this a mistake?  Should they display the name?

Claire

ITSM 7.6.04 sp1

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Re: Suite 7.6.04 Service Pack 2 Upgrade Procedures and Guidelines

[strauss]

Almost everything you need to know is in the 248 pg document titled:

BMC Remedy IT Service Management Suite
Version 7.6.04
October 14, 2011
Announcing Service Pack 2 (product version 7.6.04.02)

...downloaded as BMC Remedy ITSM Suite 7.6.04 SP2 Technical Bulletin.pdf with 
document id *219090*

It has some/all/more than all of the individual product Technical Bulletins.  
The doc you are looking at is the updated version of the original upgrade 
procedures for 7.6.04.x from any previous version.

I have already identified a number of issues with the 7.6.04.02 installers, 
primarily Atrium and ITSM (of course), that require manual intervention before 
the SP2 installation will succeed.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, October 24, 2011 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Suite 7.6.04 Service Pack 2 Upgrade Procedures and Guidelines

**
Am I missing something?  Is there a simple document that lists the steps 
require to upgrade from the 7.6.04 SP1 to SP2 version?


BMC Remedy IT Service Management
Suite 7.6.04 Service Pack 2 Upgrade
Procedures and Guidelines
White Paper

Ok, I'm reading this to see how complicated it will be to upgrade from SP1 to 
SP 2.

The document mentions all kinds of version that have nothing to do with SP1.

In their "Staging Server Setup" chart/table document they have: (p20)

"This may require multiple downloads per product. For example, to upgrade to 
BMC Remedy
ITSM Suite 7.03 Patch 009, you also need to download 7.03, 7.03 Patch 007, and 
7.03 Patch 009.
Version and product information can be found in the Shared Application 
Properties form."


What does this have to do with Upgrading ITSM 7.6.04 SP1 to SP2??? Or even 
7.6.04 to SP2

Do I really need a staging server that is the same quality as my prod server?  
Wasn't the "new and improved" version supposed to make upgrades easier?

In table C-1 " Table C-1: System objects that may be overwritten during an 
upgrade" it does not list any of the ITSM application specific definitions.  
Does that mean they are "safe"?

The more I work with this the more I dislike it.  I miss the good old days when 
I could just replace the arserver.exe file and the .dll files and my patch was 
done!



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Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

[strauss]

RKM is on there and FTS _was_ working until ITSM SP2; there were no errors 
after applying SP2 to ARS (which includes FTS) or Atrium.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi
Sent: Thursday, October 20, 2011 4:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

**
Chris fts is a required licensed for this version right: could that be it? It 
is from the RKM. Mod.

Sent from my iPhone so typo's or funky words can and do happen!

On Oct 20, 2011, at 5:04 PM, strauss mailto:stra...@unt.edu>> 
wrote:
**
Okay, 5 hours for ITSM 7.6.04 SP2 on an SP1 test system.

The install succeeded, but on restart the logs are filling up with this error, 
even after a reboot:

Thu Oct 20 15:50:23 2011  390602 : Cannot establish a network connection to the 
AR System Plug-In server (ARERR 8760)
Thu Oct 20 15:50:23 2011 itsmt01.unt.edu<http://itsmt01.unt.edu> (9998) 
ARSYS.ARF.FTS : RPC: Miscellaneous tli error - System error (Connection refused)
Thu Oct 20 15:50:39 2011  390602 : Cannot establish a network connection to the 
AR System Plug-In server (ARERR 8760)
Thu Oct 20 15:50:39 2011 itsmt01.unt.edu<http://itsmt01.unt.edu> (9998) 
ARSYS.ARF.FTS : RPC: Miscellaneous tli error - System error (Connection refused)
Thu Oct 20 15:50:39 2011  390602 : FTS Plugin is not available -- will retry 
connection. (ARERR 685)

The FTS entry in ar.cfg is NOT different from before:
Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS itsmt01.unt.edu:9998

The FTS entry in the armonitor.cfg is only slightly different:

"C:\Program Files\Java\jre6\bin\java" -Xms1024m -Xmx3072m -classpath 
"D:\Program Files (x86)\BMC Software\ARSystem\pluginsvr\fts;D:\Program Files 
(x86)\BMC Software\ARSystem\pluginsvr;D:\Program Files (x86)\BMC 
Software\ARSystem\pluginsvr\arpluginsvr7604_build002.jar" 
com.bmc.arsys.pluginsvr.ARPluginServerMain  -x ITSMT01 -i "D:\Program Files 
(x86)\BMC Software\ARSystem" –m

Versus old version:
"C:\Program Files\Java\jre6\bin\java" -Xmx512m -classpath "D:\Program Files 
(x86)\BMC Software\ARSystem\pluginsvr\fts;D:\Program Files (x86)\BMC 
Software\ARSystem\pluginsvr;D:\Program Files (x86)\BMC 
Software\ARSystem\pluginsvr\arpluginsvr7604_build002.jar" 
com.bmc.arsys.pluginsvr.ARPluginServerMain  -x ITSMT01 -i "D:\Program Files 
(x86)\BMC Software\ARSystem" –m

It picked up a -Xmx3072m parameter…

Fun, fun, fun!  I shut it down for now.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, October 20, 2011 3:09 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

**
I restored my test/sample data system back to where ITSM was still SP1 (ARS and 
Atrium at SP2) and performed two manual interventions before kicking off ITSM 
7.6.04 SP2 again:

Delete join form VIS:Status_Stage_Flow_TransitionRulesLookup which is carrying 
an outdated View ID for the Default Administrator View (the only view present)
   I am told that this was _supposed_ to have been changed in the upgrade to 
7.6.03, but none of my systems reflect that change.

Delete all existing records in DLD:SYS:DataLoadStatus that were preventing SP2 
from creating a unique index on InstanceId
   There were 126 old records in there with GUIDs that are NOT UNIQUE on a 
case-insensitive system (SQL Server).
   Looking at the production system which had no records in that form, it 
actually looks like the unique index was created by the upgrade to 7.6.04. 
– which is when I have been told it was introduced.  Somehow, my test system 
got past that and SP1 both without the installation hanging – until SP2.

The installation of ITSM 7.6.04 SP2 has been running since 10:30 AM; we’ll see 
how long it takes, but this is on a low powered VM and isn’t a good measure of 
what it will take on production grade equipment.  From what you’re saying, Pat, 
it doesn’t do very well on MUCH higher-powered servers, either.  I guess the 
Thanksgiving holiday will be my first window of opportunity for applying a 
service pack that runs for hours and hours and hours to the production 
environment.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Thursday, October 20, 2011 2:49 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

** Yeah:

Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

[strauss]

Okay, 5 hours for ITSM 7.6.04 SP2 on an SP1 test system.

The install succeeded, but on restart the logs are filling up with this error, 
even after a reboot:

Thu Oct 20 15:50:23 2011  390602 : Cannot establish a network connection to the 
AR System Plug-In server (ARERR 8760)
Thu Oct 20 15:50:23 2011 itsmt01.unt.edu (9998) ARSYS.ARF.FTS : RPC: 
Miscellaneous tli error - System error (Connection refused)
Thu Oct 20 15:50:39 2011  390602 : Cannot establish a network connection to the 
AR System Plug-In server (ARERR 8760)
Thu Oct 20 15:50:39 2011 itsmt01.unt.edu (9998) ARSYS.ARF.FTS : RPC: 
Miscellaneous tli error - System error (Connection refused)
Thu Oct 20 15:50:39 2011  390602 : FTS Plugin is not available -- will retry 
connection. (ARERR 685)

The FTS entry in ar.cfg is NOT different from before:
Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS itsmt01.unt.edu:9998

The FTS entry in the armonitor.cfg is only slightly different:

"C:\Program Files\Java\jre6\bin\java" -Xms1024m -Xmx3072m -classpath 
"D:\Program Files (x86)\BMC Software\ARSystem\pluginsvr\fts;D:\Program Files 
(x86)\BMC Software\ARSystem\pluginsvr;D:\Program Files (x86)\BMC 
Software\ARSystem\pluginsvr\arpluginsvr7604_build002.jar" 
com.bmc.arsys.pluginsvr.ARPluginServerMain  -x ITSMT01 -i "D:\Program Files 
(x86)\BMC Software\ARSystem" -m

Versus old version:
"C:\Program Files\Java\jre6\bin\java" -Xmx512m -classpath "D:\Program Files 
(x86)\BMC Software\ARSystem\pluginsvr\fts;D:\Program Files (x86)\BMC 
Software\ARSystem\pluginsvr;D:\Program Files (x86)\BMC 
Software\ARSystem\pluginsvr\arpluginsvr7604_build002.jar" 
com.bmc.arsys.pluginsvr.ARPluginServerMain  -x ITSMT01 -i "D:\Program Files 
(x86)\BMC Software\ARSystem" -m

It picked up a -Xmx3072m parameter...

Fun, fun, fun!  I shut it down for now.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, October 20, 2011 3:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

**
I restored my test/sample data system back to where ITSM was still SP1 (ARS and 
Atrium at SP2) and performed two manual interventions before kicking off ITSM 
7.6.04 SP2 again:

Delete join form VIS:Status_Stage_Flow_TransitionRulesLookup which is carrying 
an outdated View ID for the Default Administrator View (the only view present)
   I am told that this was _supposed_ to have been changed in the upgrade to 
7.6.03, but none of my systems reflect that change.

Delete all existing records in DLD:SYS:DataLoadStatus that were preventing SP2 
from creating a unique index on InstanceId
   There were 126 old records in there with GUIDs that are NOT UNIQUE on a 
case-insensitive system (SQL Server).
   Looking at the production system which had no records in that form, it 
actually looks like the unique index was created by the upgrade to 7.6.04. 
- which is when I have been told it was introduced.  Somehow, my test system 
got past that and SP1 both without the installation hanging - until SP2.

The installation of ITSM 7.6.04 SP2 has been running since 10:30 AM; we'll see 
how long it takes, but this is on a low powered VM and isn't a good measure of 
what it will take on production grade equipment.  From what you're saying, Pat, 
it doesn't do very well on MUCH higher-powered servers, either.  I guess the 
Thanksgiving holiday will be my first window of opportunity for applying a 
service pack that runs for hours and hours and hours to the production 
environment.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Thursday, October 20, 2011 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

** Yeah::: Upgrades look like they are going to disappear for the create a new 
server and migrate data option soon.

Most change windows: especially Enterprise wise:: could they really go down for 
5-7 hours? NO! not happening..
so My guess is there is some sort of single FIFO job process single Java thread 
into the server needs to be change to something a little more robust. don't 
know what the answer is.. but I can see this as an issue...

I have 64 CPU's and it took forever.. cpu never went over 6%... had tons of ram 
too...
not sure what the answer is ? BMC Engineering might have a better clue...

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Re: ITSM 7.5.0 upgrade attempt

[strauss]

Submit them to BMC Support - they have tools that you/we don't to review the 
logs for errors that must be corrected.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Larry Barnes
Sent: Thursday, October 20, 2011 9:52 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.5.0 upgrade attempt

**
I'm running Remedy on a Windows 2003 server using SQL.  I'm attempting to 
upgrade ITSM from 7.0.0 to 7.5.0. The install said it completed successfully 
but when I look at the install log I see a "boat load" of warnings; more than I 
can paste here (179 to be exact).

I'm trying to decipher what these warnings mean; they all appear to be the 
related, I think.
As I've discovered from past upgrades warnings maybe okay but they usually come 
back to haunt me with the next upgrade.

Can someone point me in the right direction on how to decipher these warnings?

(Oct 19 2011 03:40:27.345 PM 
-0700),WARNING,com.bmc.install.utility.platform.CommandLineHelper,
  LOG EVENT {Description=[Oct 19, 2011 3:40:27 PM 
com.bmc.smbu.install.common.rule.engine.rik.RikCommand]}
(Oct 19 2011 03:40:27.361 PM 
-0700),WARNING,com.bmc.install.utility.platform.CommandLineHelper,
  LOG EVENT {Description=[INFO: LOG EVENT {Description=[Executing],Detail=[RIK 
command]}]}
(Oct 19 2011 03:40:27.361 PM 
-0700),WARNING,com.bmc.install.utility.platform.CommandLineHelper,
  LOG EVENT {Description=[Oct 19, 2011 3:40:27 PM 
com.bmc.smbu.install.common.rule.engine.rik.RikCommand]}
(Oct 19 2011 03:40:27.377 PM 
-0700),WARNING,com.bmc.install.utility.platform.CommandLineHelper,
  LOG EVENT {Description=[INFO: LOG EVENT {Description=[Command 
array],Detail=["C:\DOCUME~1\LARBAR~1\LOCALS~1\Temp\Utilities\rik\rik.exe" 
veradmin -x cdav5apprmd01 -t 0 -u Demo -p  -l 
D:\ITSMSU~1\CDAV5A~1\REMEDY~1\Logs\ITSMEX~1 -s 0 -B -L -C]}]}
(Oct 19 2011 03:40:28.814 PM 
-0700),WARNING,com.bmc.install.utility.platform.CommandLineHelper,
  LOG EVENT {Description=[Oct 19, 2011 3:40:28 PM 
com.bmc.smbu.install.common.rule.engine.rik.RikCommand]}
(Oct 19 2011 03:40:28.830 PM 
-0700),WARNING,com.bmc.install.utility.platform.CommandLineHelper,
  LOG EVENT {Description=[INFO: LOG EVENT {Description=[Execution result 
[resultType=COMPLETED,exitCode=0]]}]}
(Oct 19 2011 03:40:28.830 PM 
-0700),WARNING,com.bmc.install.utility.platform.CommandLineHelper,
  LOG EVENT {Description=[Oct 19, 2011 3:40:28 PM 
com.bmc.smbu.install.common.rule.engine.rik.RikCommand]}
(Oct 19 2011 03:40:28.845 PM 
-0700),WARNING,com.bmc.install.utility.platform.CommandLineHelper,
  LOG EVENT {Description=[INFO: LOG EVENT {Description=[Completed 
executing],Detail=[RIK command]}]}
(Oct 19 2011 03:40:28.861 PM 
-0700),WARNING,com.bmc.install.utility.platform.CommandLineHelper,
  LOG EVENT {Description=[Oct 19, 2011 3:40:28 PM 
com.bmc.install.product.atriumfoundation.extloader.task.ExtLoaderARServerCredentialValidations]}
(Oct 19 2011 03:40:28.861 PM 
-0700),WARNING,com.bmc.install.utility.platform.CommandLineHelper,
  LOG EVENT {Description=[INFO: LOG EVENT {Description=[AR Server administrator 
validation succeeded],Detail=[Result = 0]}]}
(Oct 19 2011 03:40:28.877 PM 
-0700),WARNING,com.bmc.install.utility.platform.CommandLineHelper,
  LOG EVENT {Description=[Oct 19, 2011 3:40:28 PM 
com.bmc.smbu.install.common.rule.engine.rik.RikCommand]}
(Oct 19 2011 03:40:28.877 PM 
-0700),WARNING,com.bmc.install.utility.platform.CommandLineHelper,
  LOG EVENT {Description=[INFO: LOG EVENT {Description=[Executing],Detail=[RIK 
command]}]}

Thanks for your time,

Larry B.
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: ARS 7.6.04 Filter Objects being cached?

[strauss]

Yes, quite a while in fact (over an hour sometimes).  This is true of migrated 
filters as well as those edited directly on the server, and this is on 
production (Dev Cache Mode is only active on the Dev server and mid-tier). 
Normally I migrate all changes rather than edit anything directly.

We also see Active Links that are immediately active on Dev after a Flush Cache 
that don't appear on production for weeks - even after I flush the mid-tier 
caches for production - and then maybe on one mid-tier but not another until it 
is flushed again.

I don't flush the mid-tier caches often at all, since they have proven 
completely capable of toasting the AREA plugin in one way or another (usually 
no error seen - just stops working).

My assessment of caching on 7.6.04.01 is that it is riddled with 
inconsistencies, does not post updates or work as reliably as 7.1.00.x, is able 
to crash external authentication on a whim, and is currently the most 
fragile/unreliable part of the entire ITSM Suite.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: Wednesday, October 19, 2011 2:46 PM
To: arslist@ARSLIST.ORG
Subject: ARS 7.6.04 Filter Objects being cached?

**
Hola Friends,

Anyone else running ARS 7.6.04 (SP1 in our case) seen a delay from when they 
save a filter to when the update takes effect?  I've got some custom backend 
filter processing on a staging form and in working with it and making changes 
I'm finding that if I update a filter, the change does not immediately take 
effect (as it always has in Remedy in my experience).   If I make the change, 
wait for the save to complete, then retry my update operation that triggers the 
workflow, the workflow does not reflect my changes immediately.   I have to 
wait about 90-120 seconds and then I see my change take effect.

Anyone know if there is now some form of caching related to filter objects now? 
 Perhaps due to the new Overlay feature?   Found this interesting and thought 
I'd share.

Nate.

Nathan Aker
ITSM Solution Architect

McAfee, Inc.
5000 Headquarters Drive
Plano, TX 75024

Web:www.mcafee.com<http://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com>

[cid:image001.jpg@01CC8E73.91A5D7D0]

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
<>

Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

[strauss]

My installs are failing after only 70 or 80 minutes.  I cleaned up the first 
defect and it has now failed on another.  Apparently SP2 depends on things that 
failed to happen properly during my 7.6.03 upgrades from earlier versions, so 
it is unable to complete.  Nothing here to instill confidence for planning a 
rapid move to SP2 in the production environment.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, October 19, 2011 1:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

** OK back at it again::: According to Support:::
so now I am asking again:::
ENV: 64 cpu's  32 gig of ram

How many hours is the task update suppose to take? 6 - 8 - 12 - 24 hours?
Cause were over 5 already..

On Tue, Oct 18, 2011 at 6:11 PM, Patrick Zandi 
mailto:remedy...@gmail.com>> wrote:
So they broke it twice ! Lol


Sent from my iPhone so typo's or funky words can and do happen!

On Oct 18, 2011, at 6:02 PM, strauss mailto:stra...@unt.edu>> 
wrote:
**
BMC Support indicates that there is a known defect with a view ID that 
basically prevents the ITSM SP2 installer from completing successfully.  It 
looks like it will affect all of my available environments.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of strauss
Sent: Tuesday, October 18, 2011 1:43 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

**
The rik.err error was:

Definition File (D:\Program Files (x86)\BMC 
Software\BMCRemedyITSMSuite\ITSMT01\Workflow\install\7.6.04_sp2_overlay_install\systems\fnd\workflow\en\.\fnd_deplapp.def)
 import failed with error code (392) :- (Field/VUI name must be unique for the 
form -- there is already a field or VUI using this name)

Since there are almost 300 forms in that def file, I'm going to let BMC figured 
out what they did wrong.  The only form I overlaid on the server is HPD:Help 
Desk (one field, Reported Source was given Other as a Default value) and one of 
the 7.6.04 upgrades added an overlay for HPD:HelpDesk_AuditLogSystem, and 
neither of those is in the problematic def file.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of strauss
Sent: Tuesday, October 18, 2011 1:19 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

**
Oh, I doubt that (that there is any hope for me)... my downloads are from last 
week.  The Atrium SP2 applied clean on the second try, but the ITSM SP2 just 
completed with a failure.  So far the SP2 installers are NOT looking good at 
all.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of patrick 
zandi
Sent: Tuesday, October 18, 2011 1:11 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

** you will not believe it:: LIKE THIS HAS NEVER HAPPENED

Files uploaded to the download site are BAD::: they just replaced them with the 
correct files yesterday?!? I guess..
Go Figure..

So I have re reinstall everything Again.. Wonderful.. So there is hope for ya 
Chris!!!
LOL
On Tue, Oct 18, 2011 at 1:29 PM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
**
Do you have an SQL log??  It looks like it is updating 1 record at a time

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of patrick 
zandi
Sent: Tuesday, October 18, 2011 11:57 AM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

**
OK, 3 hours of this:::  NOW WHAT>>>

(Oct 18 2011 03:54:07.112 PM 
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
  LOG EVENT {Description=[Code],Detail=[550]}
(Oct 18 2011 03:54:07.113 PM 
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
  LOG EVENT {Description=[Code],Detail=[551]}
(Oct 18 2011 03:54:07.113 PM 
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
  LOG EVENT {Description=[Code],Detail=[552]}
(Oct 18 2011 0

Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

[strauss]

BMC Support indicates that there is a known defect with a view ID that 
basically prevents the ITSM SP2 installer from completing successfully.  It 
looks like it will affect all of my available environments.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, October 18, 2011 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

**
The rik.err error was:

Definition File (D:\Program Files (x86)\BMC 
Software\BMCRemedyITSMSuite\ITSMT01\Workflow\install\7.6.04_sp2_overlay_install\systems\fnd\workflow\en\.\fnd_deplapp.def)
 import failed with error code (392) :- (Field/VUI name must be unique for the 
form -- there is already a field or VUI using this name)

Since there are almost 300 forms in that def file, I'm going to let BMC figured 
out what they did wrong.  The only form I overlaid on the server is HPD:Help 
Desk (one field, Reported Source was given Other as a Default value) and one of 
the 7.6.04 upgrades added an overlay for HPD:HelpDesk_AuditLogSystem, and 
neither of those is in the problematic def file.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, October 18, 2011 1:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

**
Oh, I doubt that (that there is any hope for me)... my downloads are from last 
week.  The Atrium SP2 applied clean on the second try, but the ITSM SP2 just 
completed with a failure.  So far the SP2 installers are NOT looking good at 
all.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, October 18, 2011 1:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

** you will not believe it:: LIKE THIS HAS NEVER HAPPENED

Files uploaded to the download site are BAD::: they just replaced them with the 
correct files yesterday?!? I guess..
Go Figure..

So I have re reinstall everything Again.. Wonderful.. So there is hope for ya 
Chris!!!
LOL
On Tue, Oct 18, 2011 at 1:29 PM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
**
Do you have an SQL log??  It looks like it is updating 1 record at a time

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of patrick 
zandi
Sent: Tuesday, October 18, 2011 11:57 AM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.

**
OK, 3 hours of this:::  NOW WHAT>>>

(Oct 18 2011 03:54:07.112 PM 
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
  LOG EVENT {Description=[Code],Detail=[550]}
(Oct 18 2011 03:54:07.113 PM 
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
  LOG EVENT {Description=[Code],Detail=[551]}
(Oct 18 2011 03:54:07.113 PM 
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
  LOG EVENT {Description=[Code],Detail=[552]}
(Oct 18 2011 03:54:07.114 PM 
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
  LOG EVENT {Description=[Code],Detail=[8303]}
(Oct 18 2011 03:54:07.115 PM 
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
  LOG EVENT {Description=[RIK load application 
command],Detail=[/var/tmp/Utilities/rik/rik loadapp -f 
/u01/app/ITSM/Workflow/install/7.6.04_sp2_overlay_install/systems/fnd/workflow/en/adf_fnd.xml
 -m nosamp -x HOSTNAME -t 2106 -u Demo -p ** -l /u01/app/ITSM -n InstallRAF7604 
-L]}

On Tue, Oct 18, 2011 at 12:12 PM, patrick zandi 
mailto:remedy...@gmail.com>> wrote:
OK, Atrium core sp2 was not a problem, but I was doing oob install too.
the bmc itsm overlay install is running now, for over 2 hours... I am getting a 
little concerned.. it appears stuck on task progress, executing..
I do not see anything in the /var/tmp files .. I must be missing something..
but we shall see..

On Tue, Oct 18, 2011 at 10:14 AM, strauss 
mailto:stra...@unt.edu>> wrote:
**
Sounds like you had better luck than I.  I started running the SP2 installs on 
my sample data environment which has been stable on some lightweight 2008 R2 
VMs since 7.5, and was upgraded to 7.6, 7.6.03, 7.6.04, and SP1 without 
incident.  The SP2 ARS installer ran just fine - updated ALL components.  The 
Atrium installer exploded in a shower of sparks and left the system as toast; 
apparently