Re: Support Company Access Configuration - Infinite loop!
Hi Kelly, As different modules or parts of modules of the ITSM suite are developed by Remedy developers at BMC, you will find that these developers have a wide range of experience and skill, based on the code they develop: some is very sloppy and bad, some is very good and ingenious and takes advantage of the newest ARS features. This is an example of crappy bad code. I don't know if there are code reviews at BMC by senior developers checking on less experienced developers, that's something that maybe BMC folks can comment. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Logan, Kelly [kelly.lo...@proquest.com] Sent: Friday, July 01, 2011 12:41 PM To: arslist@ARSLIST.ORG Subject: Support Company Access Configuration - Infinite loop! ** Another disturbing code issue for those of us working with multi-tenancy in 7.6.4 SP1. I was setting up a support company using the ‘Support Company Access Configuration’ form (as directed by the Multi-Tenancy doc): I opened the ‘Support Company Access Configuration” form. I clicked on ‘Create’ and set “Bowker” as the company and “ProQuest” as the support company – no problem. I used the search with “Bowker” set as ‘Company’ to confirm the relationship – successful, entry with Bowker and Proquest, enabled. Here’s the problem – I used the ‘Update’ button as directed to update the people permissions, with the menu set to “Bowker” – The user tool locked and went unresponsive in a minute or so. On Task Manager, the memory displayed a constantly increasing number. After ten minutes or so, I stopped the task. I tried again, with logging running – again the tool locked and memory kept increasing. Again I ended the task. On the log, I found an infinite loop. The code is a set of active links prefixed “CFG:CCS:Update_”, linked to the “CFG:SupportCompanyAccessSetup” form. The primary issue is that the code loops to generate a full list of companies that support the chosen company, but the link that is supposed to check (Update_025) only runs when ‘z1D_Action’ = “Yes”. ‘z1D_Action’ is only set to “Yes” if there is an error found and the user confirms they want to continue in the dialog displayed (Update_020). So, when the links loop to Update_025, it does nothing, the links loop again, ad infinitum. As a workaround, I’ve updated the error link (Update_020) with an Else action to set ‘z1D_Action’ to “Yes” if no error is found. This seems to work, as using the ‘Update’ button now results in the ‘Vendor Assignee Groups’ field on the company’s people entries being set. Looking at the code though, I do find it a bit concerning that the loop is done with Go To actions instead of using an active link guide, that the links proclaim that the “Update completed successfully” when there is no check for this, and that the filter on “SYS:Action” (SYS:ACT:PEOPLESUPPORTUPDATE_105_PPPL) uses an SQL command to modify the People entries. Combined with the original error, the entire section seems sloppy and not to Remedy coding standards. Has anyone else reported this? Is this a known issue? Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.comUrlBlockedError.aspx ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. _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: Support Company Access Configuration - Infinite loop!
Hi Guillaume, I agree that code review would be great, particularly to maintain coding practices (like using guides instead of Goto loops when possible), but what really concerns me is that this prevents the system from being used as described in their own documentation. To me this speaks to an issue with their testing and quality assurance departments as well as their programmer management, all of which should be working to catch and deal with incredibly obvious issues like this before they reach the customer. Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, July 06, 2011 9:50 AM To: arslist@ARSLIST.ORG Subject: Re: Support Company Access Configuration - Infinite loop! ** Hi Kelly, As different modules or parts of modules of the ITSM suite are developed by Remedy developers at BMC, you will find that these developers have a wide range of experience and skill, based on the code they develop: some is very sloppy and bad, some is very good and ingenious and takes advantage of the newest ARS features. This is an example of crappy bad code. I don't know if there are code reviews at BMC by senior developers checking on less experienced developers, that's something that maybe BMC folks can comment. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Logan, Kelly [kelly.lo...@proquest.com] Sent: Friday, July 01, 2011 12:41 PM To: arslist@ARSLIST.ORG Subject: Support Company Access Configuration - Infinite loop! ** Another disturbing code issue for those of us working with multi-tenancy in 7.6.4 SP1. I was setting up a support company using the 'Support Company Access Configuration' form (as directed by the Multi-Tenancy doc): I opened the 'Support Company Access Configuration form. I clicked on 'Create' and set Bowker as the company and ProQuest as the support company - no problem. I used the search with Bowker set as 'Company' to confirm the relationship - successful, entry with Bowker and Proquest, enabled. Here's the problem - I used the 'Update' button as directed to update the people permissions, with the menu set to Bowker - The user tool locked and went unresponsive in a minute or so. On Task Manager, the memory displayed a constantly increasing number. After ten minutes or so, I stopped the task. I tried again, with logging running - again the tool locked and memory kept increasing. Again I ended the task. On the log, I found an infinite loop. The code is a set of active links prefixed CFG:CCS:Update_, linked to the CFG:SupportCompanyAccessSetup form. The primary issue is that the code loops to generate a full list of companies that support the chosen company, but the link that is supposed to check (Update_025) only runs when 'z1D_Action' = Yes. 'z1D_Action' is only set to Yes if there is an error found and the user confirms they want to continue in the dialog displayed (Update_020). So, when the links loop to Update_025, it does nothing, the links loop again, ad infinitum. As a workaround, I've updated the error link (Update_020) with an Else action to set 'z1D_Action' to Yes if no error is found. This seems to work, as using the 'Update' button now results in the 'Vendor Assignee Groups' field on the company's people entries being set. Looking at the code though, I do find it a bit concerning that the loop is done with Go To actions instead of using an active link guide, that the links proclaim that the Update completed successfully when there is no check for this, and that the filter on SYS:Action (SYS:ACT:PEOPLESUPPORTUPDATE_105_PPPL) uses an SQL command to modify the People entries. Combined with the original error, the entire section seems sloppy and not to Remedy coding standards. Has anyone else reported this? Is this a known issue? Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.comUrlBlockedError.aspx ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended
Re: Support Company Access Configuration - Infinite loop!
Like I always say, you can't spell BMC without QA. Oh, wait, I guess you can Rick On Jul 6, 2011 7:08 AM, Logan, Kelly kelly.lo...@proquest.com wrote: Hi Guillaume, I agree that code review would be great, particularly to maintain coding practices (like using guides instead of Goto loops when possible), but what really concerns me is that this prevents the system from being used as described in their own documentation. To me this speaks to an issue with their testing and quality assurance departments as well as their programmer management, all of which should be working to catch and deal with incredibly obvious issues like this before they reach the customer. Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, July 06, 2011 9:50 AM To: arslist@ARSLIST.ORG Subject: Re: Support Company Access Configuration - Infinite loop! ** Hi Kelly, As different modules or parts of modules of the ITSM suite are developed by Remedy developers at BMC, you will find that these developers have a wide range of experience and skill, based on the code they develop: some is very sloppy and bad, some is very good and ingenious and takes advantage of the newest ARS features. This is an example of crappy bad code. I don't know if there are code reviews at BMC by senior developers checking on less experienced developers, that's something that maybe BMC folks can comment. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Logan, Kelly [kelly.lo...@proquest.com] Sent: Friday, July 01, 2011 12:41 PM To: arslist@ARSLIST.ORG Subject: Support Company Access Configuration - Infinite loop! ** Another disturbing code issue for those of us working with multi-tenancy in 7.6.4 SP1. I was setting up a support company using the 'Support Company Access Configuration' form (as directed by the Multi-Tenancy doc): I opened the 'Support Company Access Configuration form. I clicked on 'Create' and set Bowker as the company and ProQuest as the support company - no problem. I used the search with Bowker set as 'Company' to confirm the relationship - successful, entry with Bowker and Proquest, enabled. Here's the problem - I used the 'Update' button as directed to update the people permissions, with the menu set to Bowker - The user tool locked and went unresponsive in a minute or so. On Task Manager, the memory displayed a constantly increasing number. After ten minutes or so, I stopped the task. I tried again, with logging running - again the tool locked and memory kept increasing. Again I ended the task. On the log, I found an infinite loop. The code is a set of active links prefixed CFG:CCS:Update_, linked to the CFG:SupportCompanyAccessSetup form. The primary issue is that the code loops to generate a full list of companies that support the chosen company, but the link that is supposed to check (Update_025) only runs when 'z1D_Action' = Yes. 'z1D_Action' is only set to Yes if there is an error found and the user confirms they want to continue in the dialog displayed (Update_020). So, when the links loop to Update_025, it does nothing, the links loop again, ad infinitum. As a workaround, I've updated the error link (Update_020) with an Else action to set 'z1D_Action' to Yes if no error is found. This seems to work, as using the 'Update' button now results in the 'Vendor Assignee Groups' field on the company's people entries being set. Looking at the code though, I do find it a bit concerning that the loop is done with Go To actions instead of using an active link guide, that the links proclaim that the Update completed successfully when there is no check for this, and that the filter on SYS:Action (SYS:ACT:PEOPLESUPPORTUPDATE_105_PPPL) uses an SQL command to modify the People entries. Combined with the original error, the entire section seems sloppy and not to Remedy coding standards. Has anyone else reported this? Is this a known issue? Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.comUrlBlockedError.aspx ProQuest...Start here. 2010 InformationWeek 500 Top
Re: Support Company Access Configuration - Infinite loop!
Hence, my post from a week ago about how someone has managed to completely bungle the Incident Template form to where it no longer works at all. I am seeing HUGE differences in quality between the different 7.6.04 modules, so the situation is getting worse, not better. The switch to web based clients has made this even more problematic, since now it is a complete crap shoot whether any given application, or part of an application, will work correctly in the different browsers/versions. Even if the workflow is built correctly, the mid-tier can break it (see SW00398559 - where the Application Preferences for 'Form - After New Save - Modify Request After Submit' were not working.. and the fix was new jar files for the mid-tier!). This sort of thing is impossible for us to troubleshoot. 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, July 06, 2011 9:15 AM To: arslist@ARSLIST.ORG Subject: Re: Support Company Access Configuration - Infinite loop! ** Like I always say, you can't spell BMC without QA. Oh, wait, I guess you can Rick On Jul 6, 2011 7:08 AM, Logan, Kelly kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote: Hi Guillaume, I agree that code review would be great, particularly to maintain coding practices (like using guides instead of Goto loops when possible), but what really concerns me is that this prevents the system from being used as described in their own documentation. To me this speaks to an issue with their testing and quality assurance departments as well as their programmer management, all of which should be working to catch and deal with incredibly obvious issues like this before they reach the customer. Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.commailto:kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.comhttp://www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, July 06, 2011 9:50 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Company Access Configuration - Infinite loop! ** Hi Kelly, As different modules or parts of modules of the ITSM suite are developed by Remedy developers at BMC, you will find that these developers have a wide range of experience and skill, based on the code they develop: some is very sloppy and bad, some is very good and ingenious and takes advantage of the newest ARS features. This is an example of crappy bad code. I don't know if there are code reviews at BMC by senior developers checking on less experienced developers, that's something that maybe BMC folks can comment. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] on behalf of Logan, Kelly [kelly.lo...@proquest.commailto:kelly.lo...@proquest.com] Sent: Friday, July 01, 2011 12:41 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Support Company Access Configuration - Infinite loop! ** Another disturbing code issue for those of us working with multi-tenancy in 7.6.4 SP1. I was setting up a support company using the 'Support Company Access Configuration' form (as directed by the Multi-Tenancy doc): I opened the 'Support Company Access Configuration form. I clicked on 'Create' and set Bowker as the company and ProQuest as the support company - no problem. I used the search with Bowker set as 'Company' to confirm the relationship - successful, entry with Bowker and Proquest, enabled. Here's the problem - I used the 'Update' button as directed to update the people permissions, with the menu set to Bowker - The user tool locked and went unresponsive in a minute or so. On Task Manager, the memory displayed a constantly increasing number. After ten minutes or so, I stopped the task. I tried again, with logging running - again the tool locked and memory kept increasing. Again I ended the task. On the log, I found an infinite loop. The code is a set of active links prefixed CFG:CCS:Update_, linked to the CFG:SupportCompanyAccessSetup form. The primary issue is that the code
Re: Support Company Access Configuration - Infinite loop!
Hi Kelly, Without having insight into BMC QA testing methodologies and practices, I think BMC QA testing is very focused on point functions. I believe in addition to this point function testing, which is being carried out insufficiently, there needs to be more testing on complete scenarios, from A to Z. The bug you found could possibly have been discovered if complete scenarios were being tested, instead of point functional testing. On the code reviews... as you know, ARS development is so high level (some have argued ARS is a 4.5 or 5th generation language, as compared with PL/SQL or T-SQL which would be 4th generation), that in order to achieve a high level of quality, code reviews or at least algorithm reviews need to be done. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Logan, Kelly [kelly.lo...@proquest.com] Sent: Wednesday, July 06, 2011 10:08 AM To: arslist@ARSLIST.ORG Subject: Re: Support Company Access Configuration - Infinite loop! ** Hi Guillaume, I agree that code review would be great, particularly to maintain coding practices (like using guides instead of Goto loops when possible), but what really concerns me is that this prevents the system from being used as described in their own documentation. To me this speaks to an issue with their testing and quality assurance departments as well as their programmer management, all of which should be working to catch and deal with incredibly obvious issues like this before they reach the customer. Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.comUrlBlockedError.aspx ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, July 06, 2011 9:50 AM To: arslist@ARSLIST.ORG Subject: Re: Support Company Access Configuration - Infinite loop! ** Hi Kelly, As different modules or parts of modules of the ITSM suite are developed by Remedy developers at BMC, you will find that these developers have a wide range of experience and skill, based on the code they develop: some is very sloppy and bad, some is very good and ingenious and takes advantage of the newest ARS features. This is an example of crappy bad code. I don't know if there are code reviews at BMC by senior developers checking on less experienced developers, that's something that maybe BMC folks can comment. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Logan, Kelly [kelly.lo...@proquest.com] Sent: Friday, July 01, 2011 12:41 PM To: arslist@ARSLIST.ORG Subject: Support Company Access Configuration - Infinite loop! ** Another disturbing code issue for those of us working with multi-tenancy in 7.6.4 SP1. I was setting up a support company using the ‘Support Company Access Configuration’ form (as directed by the Multi-Tenancy doc): I opened the ‘Support Company Access Configuration” form. I clicked on ‘Create’ and set “Bowker” as the company and “ProQuest” as the support company – no problem. I used the search with “Bowker” set as ‘Company’ to confirm the relationship – successful, entry with Bowker and Proquest, enabled. Here’s the problem – I used the ‘Update’ button as directed to update the people permissions, with the menu set to “Bowker” – The user tool locked and went unresponsive in a minute or so. On Task Manager, the memory displayed a constantly increasing number. After ten minutes or so, I stopped the task. I tried again, with logging running – again the tool locked and memory kept increasing. Again I ended the task. On the log, I found an infinite loop. The code is a set of active links prefixed “CFG:CCS:Update_”, linked to the “CFG:SupportCompanyAccessSetup” form. The primary issue is that the code loops to generate a full list of companies that support the chosen company, but the link that is supposed to check (Update_025) only runs when ‘z1D_Action’ = “Yes”. ‘z1D_Action’ is only set to “Yes” if there is an error found and the user confirms they want to continue in the dialog displayed (Update_020). So, when the links loop to Update_025, it does nothing, the links loop again, ad infinitum. As a workaround, I’ve updated the error link (Update_020) with an Else action to set ‘z1D_Action’ to “Yes” if no error is found. This seems to work
Support Company Access Configuration - Infinite loop!
Another disturbing code issue for those of us working with multi-tenancy in 7.6.4 SP1. I was setting up a support company using the 'Support Company Access Configuration' form (as directed by the Multi-Tenancy doc): I opened the 'Support Company Access Configuration form. I clicked on 'Create' and set Bowker as the company and ProQuest as the support company - no problem. I used the search with Bowker set as 'Company' to confirm the relationship - successful, entry with Bowker and Proquest, enabled. Here's the problem - I used the 'Update' button as directed to update the people permissions, with the menu set to Bowker - The user tool locked and went unresponsive in a minute or so. On Task Manager, the memory displayed a constantly increasing number. After ten minutes or so, I stopped the task. I tried again, with logging running - again the tool locked and memory kept increasing. Again I ended the task. On the log, I found an infinite loop. The code is a set of active links prefixed CFG:CCS:Update_, linked to the CFG:SupportCompanyAccessSetup form. The primary issue is that the code loops to generate a full list of companies that support the chosen company, but the link that is supposed to check (Update_025) only runs when 'z1D_Action' = Yes. 'z1D_Action' is only set to Yes if there is an error found and the user confirms they want to continue in the dialog displayed (Update_020). So, when the links loop to Update_025, it does nothing, the links loop again, ad infinitum. As a workaround, I've updated the error link (Update_020) with an Else action to set 'z1D_Action' to Yes if no error is found. This seems to work, as using the 'Update' button now results in the 'Vendor Assignee Groups' field on the company's people entries being set. Looking at the code though, I do find it a bit concerning that the loop is done with Go To actions instead of using an active link guide, that the links proclaim that the Update completed successfully when there is no check for this, and that the filter on SYS:Action (SYS:ACT:PEOPLESUPPORTUPDATE_105_PPPL) uses an SQL command to modify the People entries. Combined with the original error, the entire section seems sloppy and not to Remedy coding standards. Has anyone else reported this? Is this a known issue? Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
