Nabble - ARS (Action Request System)

SV: Upgrade from 1.5 to 1.6 Discovery

2009-11-21T03:09:57Z

What kind of performance issues are your reffering to?

Discovery tasks slowing down the network?

Repsonse time of the Discovery application?

Discovery tasks performance?

Sync to CMDB?

There are many aspects of "performance issues"... can you please specify further?

Best Regards / Mit freundlichen grüssen / Med Vänliga Hälsningar
Petrus Johansson
Product Responsible BMC Discovery Solution

IKEA IT AB
Sweden

Från: Action Request System discussion list(ARSList) [arslist@...] för Kathy Morris [Kathymorris727@...]
Skickat: den 20 november 2009 17:44
Till: arslist@...
Ämne: Upgrade from 1.5 to 1.6 Discovery

Hi All,

We just upgraded from 1.5 to 1.6 and we are having performance issues now. The users are frustrated with the performance. We are running long tasks at night time scanning about 5,000 IP addresses. Also we are creating large tasks. Our Discovery is on one server, and the CMDB is on another server. We are not synchronizing to the CMDB during this time period, just running the tasks. Would the task bring the CMDB performance down? Or are there some performance issues with Discovery 1.6?

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

Re: WWRUG 2010

2009-11-20T18:53:07Z

the hard rock was awesome! totally rockin 24 x 7, loved it!

Dan -- if you change the name to match the verson, we might be looking
at WWRUG09 part 2 :)

On Nov 20, 7:24 pm, Doug Blair <d...@...> wrote:

> Dave,
>
> I didn't say I didn't claim my per diem. I just didn't waste it on food!
>
> And seriously, WWRUG is a good deal.
>
> D
>
> Doug
>
> --
> Doug Blair
> Sent from my iPhone, typographic errors likely
> +1-224-558-5462
>
> On Nov 20, 2009, at 4:00 PM, "Shellman, David" <dave.shell...@...
>
>
>
>
>
> > wrote:
> > **
> > Doug,
>
> > Sssh. Now you let the cat out of the bag for those folks that could
> > claim a per diem. When I worked for the Fish and Wildlife Service
> > back in the early 80's we got $35 for food whether we spent it or not.
> > Dave
> > -------------------------
> > dave.shell...@...
> > (Wireless)
>
> > From: Action Request System discussion list(ARSList) <arsl...@...
>
> > To: arsl...@... <arsl...@...>
> > Sent: Fri Nov 20 16:51:22 2009
> > Subject: Re: WWRUG 2010
>
> > Jason,
>
> > You bought food at WWRUG? I admit that a "continental breakfast" is
> > just rolls, juice and coffee, but those pastries were tasty. The
> > conference included that breakfast, and lunch every day, and three
> > receptions with plenty to eat. I think we bought exactly one meal
> > that week. And that was a bagel at the Starbucks on Saturday, where
> > we saw Santana, security guys and all, in the deli!
>
> > Fond memories indeed :-)
>
> > Ok, so the one meal was actually at that Pink Taco place. But we
> > really did see Carlos Santana!
>
> > Doug
>
> > --
> > Doug Blair
> > Sent from my iPhone, typographic errors likely
> > +1-224-558-5462
>
> > On Nov 20, 2009, at 3:06 PM, Jason Miller <jason.mil...@...>
> > wrote:
>
> >> ** Yeah, the price was very reasonable. My daily meal per diem was
> >> almost as much as the nightly room rate.
>
> >> Jason
>
> >> On Fri, Nov 20, 2009 at 12:52 PM, Shellman, David <dave.shell...@...
> >> > wrote:
> >> **
> >> Tommy,
>
> >> My round trip flight (United) and 4 night's at the Hardrock for
> >> this year was $800.
>
> >> Dave
>
> >> From: Action Request System discussion list(ARSList)
> >> [mailto:arsl...@...] On Behalf Of Tommy Morris
> >> Sent: Friday, November 20, 2009 3:44 PM
>
> >> To: arsl...@...
> >> Subject: Re: WWRUG 2010
>
> >> **
> >> Just a thought concerning the location for next year (in Vegas of
> >> course), check out the convention area at City Center. They are
> >> going to be pretty hard-up to stay full considering their financial
> >> floundering to get the entire project completed. They are already
> >> trying to coax people in with low rates such as 4 nights’ accommod
> >> ation plus airfare on AA at the Vdara all suite/ non-gaming hotel
> >> (part of City Center) for $1200.
>
> >> From: Action Request System discussion list(ARSList)
> >> [mailto:arsl...@...] On Behalf Of Daniel Bloom
> >> Sent: Friday, November 20, 2009 2:38 PM
> >> To: arsl...@...
> >> Subject: Re: WWRUG 2010
>
> >> **
>
> >> A questionnaire is going out shortly to the attendees for their
> >> opinion,
>
> >> once we have seen that I can give a formal response (on behalf of
> >> the Board).
>
> >> Currently we are planning based on October 18-22, 2010 and
>
> >> Las Vegas at least is our first choice.
>
> >> We like Hard Rock Hotel, however there have been concerns raised
> >> about the
>
> >> hotel portion, so we need to see how wide spread that is first.
>
> >> I still liked the idea of next year we align our event numbering
> >> with AR System
>
> >> so that it would be WWRUG08 :-)
>
> >> cheers .... Daniel
>
> >> Conference Chair, WWRUG09
>
> >> From: Action Request System discussion list(ARSList)
> >> [mailto:arsl...@...] On Behalf Of Mike Hennessy
> >> Sent: November 20, 2009 1:52 PM
> >> To: arsl...@...
> >> Subject: WWRUG 2010
>
> >> **
>
> >> If you guys know, is there any chance that WWRUG will be in Vegas
> >> every year, or next year, at least? That place is just awesome.
>
> >> BTW, great job Daniel, Lenny, Joel, Phil, and the rest of you who
> >> toiled in the background!
>
> >> --
>
> >> Mike Hennessy
>
> >> _Platinum Sponsor: rmisoluti...@... ARSlist: "Where the
> >> Answers Are"_
>
> >> _Platinum Sponsor: rmisoluti...@... ARSlist: "Where the
> >> Answers Are"_
>
> >> _Platinum Sponsor: rmisoluti...@... ARSlist: "Where the
> >> Answers Are"_
> >> _Platinum Sponsor: rmisoluti...@... ARSlist: "Where the
> >> Answers Are"_
>
> >> _Platinum Sponsor: rmisoluti...@... ARSlist: "Where the
> >> Answers Are"_
> > _Platinum Sponsor: rmisoluti...@... ARSlist: "Where the
> > Answers Are"_
>
> _______________________________________________________________________________
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> Platinum Sponsor:rmisoluti...@... ARSlist: "Where the Answers Are"- Hide quoted text -
>
> - Show quoted text -

_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisolutions@... ARSlist: "Where the Answers Are"

Re: WWRUG 2010

2009-11-20T14:33:19Z

** Yup, leave it up to somebody who paid for the conference them self to ruin it for us that didn't. :)

I already told my manager that I would pay for myself if she decides send somebody else next year.

On Fri, Nov 20, 2009 at 2:00 PM, Shellman, David <dave.shellman@...> wrote:

**
Doug,

Sssh. Now you let the cat out of the bag for those folks that could claim a per diem. When I worked for the Fish and Wildlife Service back in the early 80's we got $35 for food whether we spent it or not.
Dave
-------------------------
dave.shellman@...
(Wireless)

From: Action Request System discussion list(ARSList) <arslist@...>
To: arslist@... <arslist@...>
Sent: Fri Nov 20 16:51:22 2009
Subject: Re: WWRUG 2010

Jason,

You bought food at WWRUG? I admit that a "continental breakfast" is just rolls, juice and coffee, but those pastries were tasty. The conference included that breakfast, and lunch every day, and three receptions with plenty to eat. I think we bought exactly one meal that week. And that was a bagel at the Starbucks on Saturday, where we saw Santana, security guys and all, in the deli!

Fond memories indeed :-)

Ok, so the one meal was actually at that Pink Taco place. But we really did see Carlos Santana!

Doug

--
Doug Blair

Sent from my iPhone, typographic errors likely
+1-224-558-5462

On Nov 20, 2009, at 3:06 PM, Jason Miller <jason.milja2@...> wrote:

** Yeah, the price was very reasonable. My daily meal per diem was almost as much as the nightly room rate.

Jason

On Fri, Nov 20, 2009 at 12:52 PM, Shellman, David <dave.shellman@...dave.shellman@...> wrote:

**

Tommy,

My round trip flight (United) and 4 night's at the Hardrock for this year was $800.

Dave

From: Action Request System discussion list(ARSList) [mailto:arslist@...arslist@...] On Behalf Of Tommy Morris
Sent: Friday, November 20, 2009 3:44 PM

To: arslist@...arslist@...
Subject: Re: WWRUG 2010

**

Just a thought concerning the location for next year (in Vegas of course), check out the convention area at City Center. They are going to be pretty hard-up to stay full considering their financial floundering to get the entire project completed. They are already trying to coax people in with low rates such as 4 nights’ accommodation plus airfare on AA at the Vdara all suite/ non-gaming hotel (part of City Center) for $1200.

From: Action Request System discussion list(ARSList) [mailto:arslist@...arslist@...] On Behalf Of Daniel Bloom
Sent: Friday, November 20, 2009 2:38 PM
To: arslist@...arslist@...
Subject: Re: WWRUG 2010

**

A questionnaire is going out shortly to the attendees for their opinion,

once we have seen that I can give a formal response (on behalf of the Board).

Currently we are planning based on October 18-22, 2010 and

Las Vegas at least is our first choice.

We like Hard Rock Hotel, however there have been concerns raised about the

hotel portion, so we need to see how wide spread that is first.

I still liked the idea of next year we align our event numbering with AR System

so that it would be WWRUG08 :-)

cheers .... Daniel

Conference Chair, WWRUG09

From: Action Request System discussion list(ARSList) [mailto:arslist@...arslist@...] On Behalf Of Mike Hennessy
Sent: November 20, 2009 1:52 PM
To: arslist@...arslist@...
Subject: WWRUG 2010

**

If you guys know, is there any chance that WWRUG will be in Vegas every year, or next year, at least? That place is just awesome.

BTW, great job Daniel, Lenny, Joel, Phil, and the rest of you who toiled in the background!

--

Mike Hennessy

_Platinum Sponsor: rmisolutions@...rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@...rmisolutions@... ARSlist: "Where the Answers Are"_
_Platinum Sponsor: rmisolutions@...rmisolutions@... ARSlist: "Where the Answers Are"_
_Platinum Sponsor: rmisolutions@...rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_
_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

Re: WWRUG 2010

2009-11-20T14:22:55Z

** I did buy a few meals since my wife came with me. We met up a few times to grab something to eat. I would have been very happy surviving off of what was supplied.

2009/11/20 Doug Blair <doug@...>

**
Jason,

You bought food at WWRUG? I admit that a "continental breakfast" is just rolls, juice and coffee, but those pastries were tasty. The conference included that breakfast, and lunch every day, and three receptions with plenty to eat. I think we bought exactly one meal that week. And that was a bagel at the Starbucks on Saturday, where we saw Santana, security guys and all, in the deli!

Fond memories indeed :-)

Ok, so the one meal was actually at that Pink Taco place. But we really did see Carlos Santana!

Doug

--
Doug Blair

Sent from my iPhone, typographic errors likely
+1-224-558-5462

On Nov 20, 2009, at 3:06 PM, Jason Miller <jason.milja2@...> wrote:

** Yeah, the price was very reasonable. My daily meal per diem was almost as much as the nightly room rate.

Jason

On Fri, Nov 20, 2009 at 12:52 PM, Shellman, David <dave.shellman@...dave.shellman@...> wrote:

**

Tommy,

My round trip flight (United) and 4 night's at the Hardrock for this year was $800.

Dave

From: Action Request System discussion list(ARSList) [mailto:arslist@...arslist@...] On Behalf Of Tommy Morris
Sent: Friday, November 20, 2009 3:44 PM

To: arslist@...arslist@...
Subject: Re: WWRUG 2010

**

Just a thought concerning the location for next year (in Vegas of course), check out the convention area at City Center. They are going to be pretty hard-up to stay full considering their financial floundering to get the entire project completed. They are already trying to coax people in with low rates such as 4 nights’ accommodation plus airfare on AA at the Vdara all suite/ non-gaming hotel (part of City Center) for $1200.

From: Action Request System discussion list(ARSList) [mailto:arslist@...arslist@...] On Behalf Of Daniel Bloom
Sent: Friday, November 20, 2009 2:38 PM
To: arslist@...arslist@...
Subject: Re: WWRUG 2010

**

A questionnaire is going out shortly to the attendees for their opinion,

once we have seen that I can give a formal response (on behalf of the Board).

Currently we are planning based on October 18-22, 2010 and

Las Vegas at least is our first choice.

We like Hard Rock Hotel, however there have been concerns raised about the

hotel portion, so we need to see how wide spread that is first.

I still liked the idea of next year we align our event numbering with AR System

so that it would be WWRUG08 :-)

cheers .... Daniel

Conference Chair, WWRUG09

From: Action Request System discussion list(ARSList) [mailto:arslist@...arslist@...] On Behalf Of Mike Hennessy
Sent: November 20, 2009 1:52 PM
To: arslist@...arslist@...
Subject: WWRUG 2010

**

If you guys know, is there any chance that WWRUG will be in Vegas every year, or next year, at least? That place is just awesome.

BTW, great job Daniel, Lenny, Joel, Phil, and the rest of you who toiled in the background!

--

Mike Hennessy

_Platinum Sponsor: rmisolutions@...rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@...rmisolutions@... ARSlist: "Where the Answers Are"_
_Platinum Sponsor: rmisolutions@...rmisolutions@... ARSlist: "Where the Answers Are"_
_Platinum Sponsor: rmisolutions@...rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_
_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

Re: WWRUG 2010

2009-11-20T14:21:11Z

The price I sent was just to show that City Center is going to have pretty low prices. My trip in Jan is for two staying in a suite and is just the normal rate, not a convention rate.

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Shellman, David
Sent: Friday, November 20, 2009 4:00 PM
To: arslist@...
Subject: Re: WWRUG 2010

Doug,

Sssh. Now you let the cat out of the bag for those folks that could claim a per diem. When I worked for the Fish and Wildlife Service back in the early 80's we got $35 for food whether we spent it or not.
Dave
-------------------------
dave.shellman@...
(Wireless)

From: Action Request System discussion list(ARSList) <arslist@...>
To: arslist@... <arslist@...>
Sent: Fri Nov 20 16:51:22 2009
Subject: Re: WWRUG 2010

Jason,

You bought food at WWRUG? I admit that a "continental breakfast" is just rolls, juice and coffee, but those pastries were tasty. The conference included that breakfast, and lunch every day, and three receptions with plenty to eat. I think we bought exactly one meal that week. And that was a bagel at the Starbucks on Saturday, where we saw Santana, security guys and all, in the deli!

Fond memories indeed :-)

Ok, so the one meal was actually at that Pink Taco place. But we really did see Carlos Santana!

Doug

Doug Blair

Sent from my iPhone, typographic errors likely

+1-224-558-5462

On Nov 20, 2009, at 3:06 PM, Jason Miller <jason.milja2@...> wrote:

** Yeah, the price was very reasonable. My daily meal per diem was almost as much as the nightly room rate.

Jason

On Fri, Nov 20, 2009 at 12:52 PM, Shellman, David <dave.shellman@...> wrote:

**

Tommy,

My round trip flight (United) and 4 night's at the Hardrock for this year was $800.

Dave

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Tommy Morris
Sent: Friday, November 20, 2009 3:44 PM

To: arslist@...
Subject: Re: WWRUG 2010

**

Just a thought concerning the location for next year (in Vegas of course), check out the convention area at City Center. They are going to be pretty hard-up to stay full considering their financial floundering to get the entire project completed. They are already trying to coax people in with low rates such as 4 nights’ accommodation plus airfare on AA at the Vdara all suite/ non-gaming hotel (part of City Center) for $1200.

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Daniel Bloom
Sent: Friday, November 20, 2009 2:38 PM
To: arslist@...
Subject: Re: WWRUG 2010

**

A questionnaire is going out shortly to the attendees for their opinion,

once we have seen that I can give a formal response (on behalf of the Board).

Currently we are planning based on October 18-22, 2010 and

Las Vegas at least is our first choice.

We like Hard Rock Hotel, however there have been concerns raised about the

hotel portion, so we need to see how wide spread that is first.

I still liked the idea of next year we align our event numbering with AR System

so that it would be WWRUG08 :-)

cheers .... Daniel

Conference Chair, WWRUG09

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Mike Hennessy
Sent: November 20, 2009 1:52 PM
To: arslist@...
Subject: WWRUG 2010

**

If you guys know, is there any chance that WWRUG will be in Vegas every year, or next year, at least? That place is just awesome.

BTW, great job Daniel, Lenny, Joel, Phil, and the rest of you who toiled in the background!

--

Mike Hennessy

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

Re: Strored procedures in Sybase vs Oracle

2009-11-20T14:02:14Z

Hi Folks,

I wanted to report back on how I resolved my problem with converting Sybase stored procedures to Oracle. But first let me thank all of the folks who responded and offered suggestions.

As it turns out, Oracle procedures do not return values, but Oracle FUNCTIONS do. The only catch is that they return one thing.

This was problematic for me in several of my cases because the Sybase procs were returning the results of a multi-column select. I experimented with returning a variety of different Oracle objects and datatypes, but none of them produced the same result as I was accustomed to in Sybase. More on this later.

In many of the other cases, the Sybase procs were not returning anything so for those, I was able to write an equivalent Oracle function. Those turned out to be pretty straightforward, once I figured out a couple of things:

- You have to have one of these in your function if you are going to modify data:

PRAGMA AUTONOMOUS_TRANSACTION;

- You have to put COMMIT statements in your function after you modify something. :-)

The rest is just syntax differences. For example, string literals are enclosed in single quotes in Oracle but all of my Sybase stuff used double quotes.

In some of the other cases, the Sybase proc was issuing a select but it was doing some data manipulation and verification too. In many cases, I was able to move that data manipulation back into ARS workflow and then just issue the SELECT. So no need for a proc or a function at all.

However, there was one proc that used the parameters that were passed to determine which select, among many, should be executed by evaluating a very long if-then-else statement. The select statement returned multiple columns and possibly multiple rows. As mentioned above, I could not discover a way to return that.

I considered two different approaches to this. The first was to stuff the results of the appropriate select into an intermediate table (adding another column with a GUID) and then, upon returning to ARS, issue a select against the intermediate table, using the GUID as the selection criteria. The other option I considered was to write a simple Perl script that took all of the same parameters as the original Sybase proc and returned the appropriate select statement. Then issue the select to Oracle. This second approach was the one that I eventually decided upon.

So it is all working! Sorry for the length of this post. I hope my experience will be useful to someone else. I have examples if anyone wants to see them.

Thanks again for your suggestions.
Larry

Larry Robinson nlil@...
Office of Information Technology
NC State University 919-515-5432 Voice
Raleigh, NC 27695-7109 919-513-0877 FAX

On Oct 20, 2009, at 12:16 PM, L G Robinson wrote:

> Hi Folks,
>
> I am in the early stages of a migration from Sybase to Oracle and I am struggling with stored procedures.
>
> One of the nice things about Sybase is the ease with which one could return data to the ARS system using stored procedures. I am finding this much more difficult in the Oracle environment. When using a SetFields operation in an Active Link, one can invoke a Sybase stored procedure that includes a SELECT statement and the results of the select are presented back to ARS as $1$, $2$, etc. If multiple rows are returned, you can display them and let the user choose the record they want. Simple.
>
> In Oracle, I have discovered that stored procedures do not return anything. However, Oracle Functions return one "thing. The "thing" can be a singe value or something more complex such as a row or a table or some other user-defined Oracle object. The trouble I am having is understanding how to define the Oracle "thing" that I want to return so that it behaves the same way that it does with Sybase. Is it a RECORD, an OBJECT or an array or a table? Or something else? I know my way around Sybase pretty well, but this is my first exposure to Oracle.
>
> If anyone has any experience in this area and could nudge me in the right direction, I would greatly appreciate it. I am willing to put in the time to learn whatever I need to learn... I just need some direction. References to helpful documentation or a working example would be most helpful.
>
> ARS 5.1.2
> Sybase 12.5.2
> Oracle 10.2.0.4.0
>
> Thanks.
> Larry
>
> _______________________________________________________________________________
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor:rmisolutions@... ARSlist: "Where the Answers Are"

Re: WWRUG 2010

2009-11-20T14:00:01Z

From: Action Request System discussion list(ARSList) <arslist@...>
To: arslist@... <arslist@...>
Sent: Fri Nov 20 16:51:22 2009
Subject: Re: WWRUG 2010

Jason,

Fond memories indeed :-)

Ok, so the one meal was actually at that Pink Taco place. But we really did see Carlos Santana!

Doug

Doug Blair

Sent from my iPhone, typographic errors likely

+1-224-558-5462

On Nov 20, 2009, at 3:06 PM, Jason Miller <jason.milja2@...> wrote:

** Yeah, the price was very reasonable. My daily meal per diem was almost as much as the nightly room rate.

Jason

On Fri, Nov 20, 2009 at 12:52 PM, Shellman, David <dave.shellman@...> wrote:

**

Tommy,

My round trip flight (United) and 4 night's at the Hardrock for this year was $800.

Dave

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Tommy Morris
Sent: Friday, November 20, 2009 3:44 PM

To: arslist@...
Subject: Re: WWRUG 2010

**

Just a thought concerning the location for next year (in Vegas of course), check out the convention area at City Center. They are going to be pretty hard-up to stay full considering their financial floundering to get the entire project completed. They are already trying to coax people in with low rates such as 4 nights’ accommodation plus airfare on AA at the Vdara all suite/ non-gaming hotel (part of City Center) for $1200.

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Daniel Bloom
Sent: Friday, November 20, 2009 2:38 PM
To: arslist@...
Subject: Re: WWRUG 2010

**

A questionnaire is going out shortly to the attendees for their opinion,

once we have seen that I can give a formal response (on behalf of the Board).

Currently we are planning based on October 18-22, 2010 and

Las Vegas at least is our first choice.

We like Hard Rock Hotel, however there have been concerns raised about the

hotel portion, so we need to see how wide spread that is first.

I still liked the idea of next year we align our event numbering with AR System

so that it would be WWRUG08 :-)

cheers .... Daniel

Conference Chair, WWRUG09

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Mike Hennessy
Sent: November 20, 2009 1:52 PM
To: arslist@...
Subject: WWRUG 2010

**

If you guys know, is there any chance that WWRUG will be in Vegas every year, or next year, at least? That place is just awesome.

BTW, great job Daniel, Lenny, Joel, Phil, and the rest of you who toiled in the background!

--

Mike Hennessy

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_
_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_
_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

Re: Development Cache Mode revisited

2009-11-20T13:13:20Z

Concerning the other servers in the server group, the behavior is discussed in one of the AR server guides, but I’m not sure which one (it’s been a while since I read it). It probably wouldn’t be too hard to find if needed.

In a nutshell, though, each of the servers in the server group periodically checks to see if the schema has been updated (or if new groups have been added, etc.), and builds a new copy of the cache from the database when they see that it has changed. If I recall correctly, the polling frequency may be able to be configured in ar.conf, and it doesn’t immediately update once it notices a change. Rather, it will wait until something like two successive polling cycles have passed without additional changes occurring before rebuilding its local cache. That way, it’s less likely to do an update in the middle of a set of changes.

If Dev Cache Mode is turned off on the other servers in the group, and users are logged into those servers, users will continue to use the old copy of the cache until they log out and back in again. Note that this means that, depending on the frequency of changes (including adding new Remedy group or ITSM Support Groups), this can be a significant source of memory usage on the server. We have run out of memory and had the server crash in the past due to creating several new Support Groups throughout the day, and each one causing yet another copy of the cache to be held in memory for the people that logged in since the last time it was updated. This is even more of an issue if people don’t log out correctly (e.g., if they’re using the mid-tier and simply close their browser window without logging out), as the system will NOT log them out automatically, even though it will eventually release their write licenses. This causes old copies of the cache to be retained for longer periods than necessary. The old copies of the cache will be held in memory until everyone that was using that particular copy log out of Remedy; it will then release it, and you memory usage will drop.

Like I said, that’s from memory and recent experience. I do recall reading it in one of the guides in the standard documentation, so you should be able to find the specifics if you want them.

Lyle

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Tony Worthington
Sent: Friday, November 20, 2009 12:28 PM
To: arslist@...
Subject: Re: Development Cache Mode revisited

** Be aware that (mysterious) things in ITSM7 trigger recaches -- not just definition imports or changes. I haven't quite figured out what -- but we have one or two a day -- no admin involved. They show as Remedy Application Service user. Some can be traced to group changes, which we now perform after-hours. Others are a mystery.

I don't think there are db read differences when updating the cache - just the server handling of the in-memory copy. If you watch the size of the server when doing changes on vs. off you should see the differences.

What happens with the cache in the other servers in the server group?

I think this is dealt with in the server_cache, servgrp_board and servgrp_cache and related servgrp_* tables. No server group here so I can't say for sure. My thinking is the server watches for a signal to trigger a recache. That signal is is an API call or a change in the meta-data. Can anyone confirm how it really works?

Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI 53051 | office: (262) 703-7763 | e-mail: tony.worthington@...

From:	Misi Mladoniczky <miz@...>
To:	arslist@...
Date:	11/20/2009 01:13 PM
Subject:	Re: Development Cache Mode revisited
Sent by:	"Action Request System discussion list(ARSList)" <arslist@...>

Lyle and Tony,

Thank you for the reply.

In other words, there should be no impact whatsoever if you perform NO
admin-changes.

If you apply your changes when both users, email engine and escalations
are taking it easy, it would probably be faster to use Developer Cache
Mode even in production (Cache-Mode: 1).

Two more questions:

1. I turned on SQL-logs to see what happened when disabling an escalation
with both settings. Nothing much happened, and the server did not seem to
reread much from the database repository. I had expected a bunch of
SQL-selects from the repository. Maybe it just updated the memory cache
without rereading the DB?

2. What happens with the cache in the other servers in the server group?
Is the admin-change propagated to these in some magic way?

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

> I just worked through a longstanding issue that we have had in our
> environment related to Dev Cache Mode. Due to extremely slow performance
> when making admin changes on a 7.0 server, I had gotten into the habit of
> keeping our admin server set with Dev Cache Mode turned on, which
> significantly sped up migrations to production and such. However, in this
> environment (7.1 p5 server), I was seeing exactly the opposite - admin
> changes were very frequently timing out and migrations were painfully slow
> (for example, a patch that took a few minutes to apply in dev and stage
> took an hour and twenty minutes to apply in production). Thinking that it
> should go faster since Dev Cache Mode was turned on, I looked everywhere I
> could think of to try and isolate why it was so slow. I got BMC involved
> in my search twice. This last time, the support rep forwarded this same
> KB article to me and recommended that I leave Dev Cache Mode turned OFF in
> order to improve performance with admin actions. I tried it, and it
> worked. My migrations now go very quickly, and I haven't seen any
> timeouts since. The only slowness is in the initial period where the AR
> server creates a copy of the cache in memory, but that's generally fairly
> quick, since it's just doing an in memory copy rather than trying to pull
> it all from the database again (like I suspect it was doing on the 7.0
> server).
>
> In short, in our environment, we see significantly better performance
> making admin changes in production with Dev Cache Mode turned off. The
> support rep told me that since AR Server 7.1, their recommendation is to
> keep it turned off.
>
> That said, if I understand it correctly, your mileage may vary depending
> on what kind of activity you have going on on the server you're trying to
> make changes on. As I understand it, when Dev Cache Mode is turned on,
> since it doesn't make a copy of the cache for existing users, it has to
> wait until user operations have ceased before it can make the change, then
> it makes the change in between user operations. In our case, since this
> server also runs all our back-end processes (e-mail, escalations, etc.),
> and we apparently have some things going on that take a long time to
> complete, the admin thread ended up having to wait a long time (more than
> 10 minutes in some cases) before it could get a lock on the cache and make
> the changes. This was what was causing the timeouts and slow performance
> that we saw. Now, since it simply makes a relatively quick copy of the
> cache for existing user operations (just system operations in our case,
> but still, they're ongoing), the overall time to make the changes is
> quick, because once the cache is copied, it can proceed with the changes
> without having to wait for a break between user operations.
>
> So, if you don't have much going on on the server you're trying to make
> admin changes on, it could be quicker to leave Dev Cache Mode turned on,
> because then you don't have to wait for the cache to get copied (I think
> it takes less than 30 seconds in our case to copy about 400MB of cache).
> However, if you have lots of stuff going on (e-mail, user access,
> escalations, etc.), you may see better performance with it turned off.
>
> I hope this helps a bit.
>
> Lyle
>
>
> From: Action Request System discussion list(ARSList)
_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

Re: WWRUG 2010

2009-11-20T13:06:38Z

** Yeah, the price was very reasonable. My daily meal per diem was almost as much as the nightly room rate.

Jason

On Fri, Nov 20, 2009 at 12:52 PM, Shellman, David <dave.shellman@...> wrote:

**

Tommy,

My round trip flight (United) and 4 night's at the Hardrock for this year was $800.

Dave

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Tommy Morris
Sent: Friday, November 20, 2009 3:44 PM

To: arslist@...
Subject: Re: WWRUG 2010

**

Just a thought concerning the location for next year (in Vegas of course), check out the convention area at City Center. They are going to be pretty hard-up to stay full considering their financial floundering to get the entire project completed. They are already trying to coax people in with low rates such as 4 nights’ accommodation plus airfare on AA at the Vdara all suite/ non-gaming hotel (part of City Center) for $1200.

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Daniel Bloom
Sent: Friday, November 20, 2009 2:38 PM
To: arslist@...
Subject: Re: WWRUG 2010

**

A questionnaire is going out shortly to the attendees for their opinion,

once we have seen that I can give a formal response (on behalf of the Board).

Currently we are planning based on October 18-22, 2010 and

Las Vegas at least is our first choice.

We like Hard Rock Hotel, however there have been concerns raised about the

hotel portion, so we need to see how wide spread that is first.

I still liked the idea of next year we align our event numbering with AR System

so that it would be WWRUG08 :-)

cheers .... Daniel

Conference Chair, WWRUG09

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Mike Hennessy
Sent: November 20, 2009 1:52 PM
To: arslist@...
Subject: WWRUG 2010

**

If you guys know, is there any chance that WWRUG will be in Vegas every year, or next year, at least? That place is just awesome.

BTW, great job Daniel, Lenny, Joel, Phil, and the rest of you who toiled in the background!

--

Mike Hennessy

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_
_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_
_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

Anne-Marie Smith/RICH/FRS is out of the office.

2009-11-20T13:01:27Z

I will be out of the office starting 11/05/2009 and will not return until
11/24/2009.

I will respond to your message when I return. If you require an immediate
response please contact Bill Schuchman or Tom Davidson - Thank you

_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisolutions@... ARSlist: "Where the Answers Are"

Re: WWRUG 2010

2009-11-20T12:52:13Z

Tommy,

My round trip flight (United) and 4 night's at the Hardrock for this year was $800.

Dave

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Tommy Morris
Sent: Friday, November 20, 2009 3:44 PM
To: arslist@...
Subject: Re: WWRUG 2010

Just a thought concerning the location for next year (in Vegas of course), check out the convention area at City Center. They are going to be pretty hard-up to stay full considering their financial floundering to get the entire project completed. They are already trying to coax people in with low rates such as 4 nights’ accommodation plus airfare on AA at the Vdara all suite/ non-gaming hotel (part of City Center) for $1200.

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Daniel Bloom
Sent: Friday, November 20, 2009 2:38 PM
To: arslist@...
Subject: Re: WWRUG 2010

A questionnaire is going out shortly to the attendees for their opinion,

once we have seen that I can give a formal response (on behalf of the Board).

Currently we are planning based on October 18-22, 2010 and

Las Vegas at least is our first choice.

We like Hard Rock Hotel, however there have been concerns raised about the

hotel portion, so we need to see how wide spread that is first.

I still liked the idea of next year we align our event numbering with AR System

so that it would be WWRUG08 :-)

cheers .... Daniel

Conference Chair, WWRUG09

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Mike Hennessy
Sent: November 20, 2009 1:52 PM
To: arslist@...
Subject: WWRUG 2010

If you guys know, is there any chance that WWRUG will be in Vegas every year, or next year, at least? That place is just awesome.

BTW, great job Daniel, Lenny, Joel, Phil, and the rest of you who toiled in the background!

Mike Hennessy

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

Re: WWRUG 2010

2009-11-20T12:44:07Z

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Daniel Bloom
Sent: Friday, November 20, 2009 2:38 PM
To: arslist@...
Subject: Re: WWRUG 2010

A questionnaire is going out shortly to the attendees for their opinion,

once we have seen that I can give a formal response (on behalf of the Board).

Currently we are planning based on October 18-22, 2010 and

Las Vegas at least is our first choice.

We like Hard Rock Hotel, however there have been concerns raised about the

hotel portion, so we need to see how wide spread that is first.

I still liked the idea of next year we align our event numbering with AR System

so that it would be WWRUG08 :-)

cheers .... Daniel

Conference Chair, WWRUG09

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Mike Hennessy
Sent: November 20, 2009 1:52 PM
To: arslist@...
Subject: WWRUG 2010

If you guys know, is there any chance that WWRUG will be in Vegas every year, or next year, at least? That place is just awesome.

BTW, great job Daniel, Lenny, Joel, Phil, and the rest of you who toiled in the background!

Mike Hennessy

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

Re: WWRUG 2010

2009-11-20T12:38:29Z

A questionnaire is going out shortly to the attendees for their opinion,

once we have seen that I can give a formal response (on behalf of the Board).

Currently we are planning based on October 18-22, 2010 and

Las Vegas at least is our first choice.

We like Hard Rock Hotel, however there have been concerns raised about the

hotel portion, so we need to see how wide spread that is first.

I still liked the idea of next year we align our event numbering with AR System

so that it would be WWRUG08 :-)

cheers .... Daniel

Conference Chair, WWRUG09

From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Mike Hennessy
Sent: November 20, 2009 1:52 PM
To: arslist@...
Subject: WWRUG 2010

If you guys know, is there any chance that WWRUG will be in Vegas every year, or next year, at least? That place is just awesome.

BTW, great job Daniel, Lenny, Joel, Phil, and the rest of you who toiled in the background!

Mike Hennessy

_Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

Re: query against AssignedToGroup (dynamic group)

2009-11-20T12:38:28Z

I believe I'm using the permissions-model correctly but maybe I am
extending it too much. I'm using a 4-layered approach. Users can view
the records in this table based on row-level access to field 1 if they
are in any one of the following: Submitter, Assigneee,
AssigneeGroup(112), or a special 4th group called AccessGroup ( I made
this one for cases where people need read-only access to a specific
record but are not assigned to it). So, I'd like to filter this view
dynamically so that users can view "tickets I've submitted", or "tickets
assigned to me", etc. "Tickets assigned to me" is basically my
problem-- a ticket can be assigned to you if your username is in the
AssignedTo field (easy), OR if any of your %groups% OR your 'name' is
in the AssignedToGroup field 112.

I hope this makes my problem clear :-)

Thanks!

Brien

Carey Matthew Black wrote:

> Brien,
>
> Normally the 'AssignedToGroup' fields (Field ID's 112 and/or
> 60000-60999) are used to restrict access to Field 1 so that users only
> see the records that they should see.
>
> Is there a reason your not letting the system do this work for you?
>
> Are you trying to do something like:
> Login as User "X", and use a table field (in this specific case) to
> see what User "Y" would see?
>
>

Re: query against AssignedToGroup (dynamic group)

2009-11-20T12:19:31Z

Brien,

Normally the 'AssignedToGroup' fields (Field ID's 112 and/or
60000-60999) are used to restrict access to Field 1 so that users only
see the records that they should see.

Is there a reason your not letting the system do this work for you?

Are you trying to do something like:
Login as User "X", and use a table field (in this specific case) to
see what User "Y" would see?

--
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.

On Fri, Nov 20, 2009 at 2:14 PM, Brien Dieterle
<brien.dieterle@...> wrote:

> Is there any easy way to write a query against a dynamic group field?
>
> I basically want $AssignedToGroup$ LIKE % ' $USER$ ' % (since the fields
> might contain users), OR $AssignedToGroup$ LIKE 123; or LIKE 567; etc for
> every group the user is a member of.
>
> Before I embark on building an AL Guide to chop up the groups field and
> build this query on-the-fly and use that as an external() reference in my
> table field... is there any easier way to do this?
>
> Thanks!
>
> Brien

Re: Development Cache Mode revisited

2009-11-20T11:28:27Z

** Be aware that (mysterious) things in ITSM7 trigger recaches -- not just definition imports or changes. I haven't quite figured out what -- but we have one or two a day -- no admin involved. They show as Remedy Application Service user. Some can be traced to group changes, which we now perform after-hours. Others are a mystery.

I don't think there are db read differences when updating the cache - just the server handling of the in-memory copy. If you watch the size of the server when doing changes on vs. off you should see the differences.

What happens with the cache in the other servers in the server group?

I think this is dealt with in the server_cache, servgrp_board and servgrp_cache and related servgrp_* tables. No server group here so I can't say for sure. My thinking is the server watches for a signal to trigger a recache. That signal is is an API call or a change in the meta-data. Can anyone confirm how it really works?

Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI 53051 | office: (262) 703-7763 | e-mail: tony.worthington@...

From:	Misi Mladoniczky <miz@...>
To:	arslist@...
Date:	11/20/2009 01:13 PM
Subject:	Re: Development Cache Mode revisited
Sent by:	"Action Request System discussion list(ARSList)" <arslist@...>

Lyle and Tony, Thank you for the reply. In other words, there should be no impact whatsoever if you perform NO admin-changes. If you apply your changes when both users, email engine and escalations are taking it easy, it would probably be faster to use Developer Cache Mode even in production (Cache-Mode: 1). Two more questions: 1. I turned on SQL-logs to see what happened when disabling an escalation with both settings. Nothing much happened, and the server did not seem to reread much from the database repository. I had expected a bunch of SQL-selects from the repository. Maybe it just updated the memory cache without rereading the DB? 2. What happens with the cache in the other servers in the server group? Is the admin-change propagated to these in some magic way? Best Regards - Misi, RRR AB,http://rrr.se> I just worked through a longstanding issue that we have had in our > environment related to Dev Cache Mode. Due to extremely slow performance > when making admin changes on a 7.0 server, I had gotten into the habit of > keeping our admin server set with Dev Cache Mode turned on, which > significantly sped up migrations to production and such. However, in this > environment (7.1 p5 server), I was seeing exactly the opposite - admin > changes were very frequently timing out and migrations were painfully slow > (for example, a patch that took a few minutes to apply in dev and stage > took an hour and twenty minutes to apply in production). Thinking that it > should go faster since Dev Cache Mode was turned on, I looked everywhere I > could think of to try and isolate why it was so slow. I got BMC involved > in my search twice. This last time, the support rep forwarded this same > KB article to me and recommended that I leave Dev Cache Mode turned OFF in > order to improve performance with admin actions. I tried it, and it > worked. My migrations now go very quickly, and I haven't seen any > timeouts since. The only slowness is in the initial period where the AR > server creates a copy of the cache in memory, but that's generally fairly > quick, since it's just doing an in memory copy rather than trying to pull > it all from the database again (like I suspect it was doing on the 7.0 > server). > > In short, in our environment, we see significantly better performance > making admin changes in production with Dev Cache Mode turned off. The > support rep told me that since AR Server 7.1, their recommendation is to > keep it turned off. > > That said, if I understand it correctly, your mileage may vary depending > on what kind of activity you have going on on the server you're trying to > make changes on. As I understand it, when Dev Cache Mode is turned on, > since it doesn't make a copy of the cache for existing users, it has to > wait until user operations have ceased before it can make the change, then > it makes the change in between user operations. In our case, since this > server also runs all our back-end processes (e-mail, escalations, etc.), > and we apparently have some things going on that take a long time to > complete, the admin thread ended up having to wait a long time (more than > 10 minutes in some cases) before it could get a lock on the cache and make > the changes. This was what was causing the timeouts and slow performance > that we saw. Now, since it simply makes a relatively quick copy of the > cache for existing user operations (just system operations in our case, > but still, they're ongoing), the overall time to make the changes is > quick, because once the cache is copied, it can proceed with the changes > without having to wait for a break between user operations. > > So, if you don't have much going on on the server you're trying to make > admin changes on, it could be quicker to leave Dev Cache Mode turned on, > because then you don't have to wait for the cache to get copied (I think > it takes less than 30 seconds in our case to copy about 400MB of cache). > However, if you have lots of stuff going on (e-mail, user access, > escalations, etc.), you may see better performance with it turned off. > > I hope this helps a bit. > > Lyle > > > From: Action Request System discussion list(ARSList) _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_

query against AssignedToGroup (dynamic group) 2009-11-20T11:14:07Z Is there any easy way to write a query against a dynamic group field? I basically want $AssignedToGroup$ LIKE % ' $USER$ ' % (since the fields might contain users), OR $AssignedToGroup$ LIKE 123; or LIKE 567; etc for every group the user is a member of. Before I embark on building an AL Guide to chop up the groups field and build this query on-the-fly and use that as an external() reference in my table field... is there any easier way to do this? Thanks! Brien _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisolutions@... ARSlist: "Where the Answers Are" Re: Development Cache Mode revisited 2009-11-20T11:11:17Z Lyle and Tony, Thank you for the reply. In other words, there should be no impact whatsoever if you perform NO admin-changes. If you apply your changes when both users, email engine and escalations are taking it easy, it would probably be faster to use Developer Cache Mode even in production (Cache-Mode: 1). Two more questions: 1. I turned on SQL-logs to see what happened when disabling an escalation with both settings. Nothing much happened, and the server did not seem to reread much from the database repository. I had expected a bunch of SQL-selects from the repository. Maybe it just updated the memory cache without rereading the DB? 2. What happens with the cache in the other servers in the server group? Is the admin-change propagated to these in some magic way? Best Regards - Misi, RRR AB, http://rrr.se > I just worked through a longstanding issue that we have had in our > environment related to Dev Cache Mode. Due to extremely slow performance > when making admin changes on a 7.0 server, I had gotten into the habit of > keeping our admin server set with Dev Cache Mode turned on, which > significantly sped up migrations to production and such. However, in this > environment (7.1 p5 server), I was seeing exactly the opposite - admin > changes were very frequently timing out and migrations were painfully slow > (for example, a patch that took a few minutes to apply in dev and stage > took an hour and twenty minutes to apply in production). Thinking that it > should go faster since Dev Cache Mode was turned on, I looked everywhere I > could think of to try and isolate why it was so slow. I got BMC involved > in my search twice. This last time, the support rep forwarded this same > KB article to me and recommended that I leave Dev Cache Mode turned OFF in > order to improve performance with admin actions. I tried it, and it > worked. My migrations now go very quickly, and I haven't seen any > timeouts since. The only slowness is in the initial period where the AR > server creates a copy of the cache in memory, but that's generally fairly > quick, since it's just doing an in memory copy rather than trying to pull > it all from the database again (like I suspect it was doing on the 7.0 > server). > > In short, in our environment, we see significantly better performance > making admin changes in production with Dev Cache Mode turned off. The > support rep told me that since AR Server 7.1, their recommendation is to > keep it turned off. > > That said, if I understand it correctly, your mileage may vary depending > on what kind of activity you have going on on the server you're trying to > make changes on. As I understand it, when Dev Cache Mode is turned on, > since it doesn't make a copy of the cache for existing users, it has to > wait until user operations have ceased before it can make the change, then > it makes the change in between user operations. In our case, since this > server also runs all our back-end processes (e-mail, escalations, etc.), > and we apparently have some things going on that take a long time to > complete, the admin thread ended up having to wait a long time (more than > 10 minutes in some cases) before it could get a lock on the cache and make > the changes. This was what was causing the timeouts and slow performance > that we saw. Now, since it simply makes a relatively quick copy of the > cache for existing user operations (just system operations in our case, > but still, they're ongoing), the overall time to make the changes is > quick, because once the cache is copied, it can proceed with the changes > without having to wait for a break between user operations. > > So, if you don't have much going on on the server you're trying to make > admin changes on, it could be quicker to leave Dev Cache Mode turned on, > because then you don't have to wait for the cache to get copied (I think > it takes less than 30 seconds in our case to copy about 400MB of cache). > However, if you have lots of stuff going on (e-mail, user access, > escalations, etc.), you may see better performance with it turned off. > > I hope this helps a bit. > > Lyle > > > From: Action Request System discussion list(ARSList) > [mailto:arslist@...] On Behalf Of Tony Worthington > Sent: Friday, November 20, 2009 9:36 AM > To: arslist@... > Subject: Re: Development Cache Mode revisited > > ** I missed your question... sorry. > > - No admin-changes were done > - And No changes to Groups of the type View/Change were done > > This is from BMC KB KM-000000024487. It doesn't answer your ? directly, > but is full of good information. > > What may cause poor performance in the Admin Tool? > > When poor performance is seen in the Admin Tool when saving objects, it > may be a result of how AR Server handles information it has read into > memory. > > At server startup, AR Server reads information from the database into > memory, for example all field properties are read into memory, all users > and groups and active links, etc. > > When this information that has been read into memory changes, there are > two different ways for AR Server to handle the event. > > It can update the existing memory footprint so that users all see the > change that was made. > It can create a separate memory footprint so existing users still utilize > the existing memory footprint, while new users logging in would utilize > the new memory footprint. > Either method will cause a performance hit, but the big difference between > the two ways of handling the event is where the performance impact is > seen. > > Note: How noticeable the performance hit is depends on several factors, > but mostly the amount of data that needs to be read into memory. This is > usually a direct result of the number of objects (forms and workflow) that > exist. The more objects, the greater the performance impact. > > Is there a way to improve performance or control which option AR Server > uses? > > Yes. There is a server configuration, called Development Cache Mode, that > was introduced to help with performance when dealing with systems that > have large amounts of forms and workflow objects in a development > environment. The Cache-Mode setting is available in ARServer 6.0.1 patch > 1339 and above, and in ARServer 5.1.2 patch 1338 and above as well as in > 6.3 and above. Note: only the 6.3 and above Admin Tool shows the GUI > checkbox for Development Cache Mode in the Server Information dialog on > the Configuration tab. If you're using an Admin Tool that does not have > the checkbox for Development Cache Mode, then the Cache-Mode parameter > must be manually added to the ar.cfg file. > > It can be found in the Admin Tool under File->Server Information on the > Configuration tab. It is a check box called "Development Cache Mode" and > by default, it is not selected. > > When selected, it puts a parameter in the ar.cfg/ar.conf file called > Cache-Mode: 1. > > There are two cache modes, production and development. > > In production mode (Cache-Mode: 0), which is the default behavior if the > line is not set in ar.cfg/ar.conf file (i.e. the Development Cache Mode is > not checked in the Admin Tool), AR Server operates as it always has -- > whenever an admin operation will change the memory cache, the admin thread > makes a new copy of the memory cache and makes its changes there. While > this slows performance for the admin making the change, it allows the > change to be made without affecting other users of the system so it's > appropriate for a production environment with many users. > > In development mode (Cache-Mode: 1 in the ar.cfg/ar.conf file or where > the Development Cache Mode is selected in the Admin Tool), the admin > thread will instead lock other threads out of the current copy of the > cache while it makes its change in that copy. On each API call that will > cause a change to the cache, the admin thread locks the cache, waits for > all other threads to stop using the cache, makes its modifications, and > unlocks the cache. The thread locks the entire cache, which means other > threads cannot process API calls or escalations while the admin thread > processes its API call. In a development environment this should be an > acceptable cost. > > This effectively gives priority to the administrator at the expense of > other users. It is therefore not really suitable for a production > environment (blocking all users for the entire time that that the change > is taking place is not good in production), but is great where > development is the primary aim of the system. > > This mode (development mode) has a couple of notable effects -- > > The first is that the server will no longer copy the cache, though it will > wait for user operations to complete before it proceeds with making a > change. This will almost always be faster than copying the cache and the > difference in time will be greater with the number of objects on the > server. In other words, the larger the application and number of objects > (i.e. forms, active links, etc.) on the server, the greater the effect of > the cache mode will be. > > The second is that the server's memory footprint will be smaller so that > it is less likely to cause paging; this will again improve the server > performance. > > Changes to the cache mode only take effect after AR Server has been > restarted. > > The expectation is that in a development environment, admin changes have > priority over other users. In a production environment the opposite is > true. > > So, the key thing to understand when using this parameter is that we lock > the object when a change is applied (when we issue a Set, Delete, or > Create API call), not when it is opened. This means that any number of > admin tools may have an object open; if one of them changes the object and > a second one makes another change, the first is overwritten. That > behavior is no different than without the change, since there is only one > admin thread and all admin operations are serialized. > > This should improve performance immensely when saving a form because you > are only dealing with the current form and not all objects on the server > being cached. > > Is there any risk to having Development Cache Mode enabled in production? > > Yes. An issue was discovered when development cache mode is enabled that > can cause AR Server to appear hung. This is thoroughly described in > KM-000000025743. This is NOT a common issue. Normally, there would be no > risk other than the described behavior of AR Server when Admin changes > occur. > > ------ Here's 25743 > > There is an important side-effect that can cause AR Server to appear hung > and users receive timeout errors, like ARERR 93. > This occurs under specific circumstances, but specifically when the > Development Cache Mode is selected in the Admin Tool under File->Server > Information on the Configuration tab (see KB 24487 for information on > Development Cache Mode). > > Here is the specific course of events that leads to the problem: > > An escalation starts running and puts a Read Lock on the Server Cache > tables (in memory). > > An Admin Operation (like a form or workflow save) starts but cannot put an > Exclusive lock on the cache until the Escalation is done with its lock. > The escalation continues to run. > > Users and utilities try to perform ARServer work (APIs). But they need a > read lock on the cache and are forced to wait. > > The escalation keeps running. > > Users start getting timeouts (ARERR 93, etc.) and the Admin Tool times > out. > > The escalation keeps running. > > Finally the escalation completes and the Admin Operation can start. > > Admin Operation completes and users work can start. Since the users > already timed out, they've likely given up and moved into trouble shooting > mode, unaware of whats happening with AR Server. > > Normally, escalations run pretty quick, but in some cases, this isn't > true. For instance, lets say an escalation fires on a form with 200,000 > records in it, updating each one. Each record touched causes Filters to > fire which do Push Fields actions to several other forms for example, > resulting in each of the 200,000 records to take roughly 18 seconds to > complete. This escalation would take a very long time to complete and all > the while, AR Server would appear as though its hung because of the > Development Cache mode being enabled. When Development Cache mode is > enabled, it will attempt to put an exclusive lock on the server cache > tables in memory. When disabled, a separate memory footprint is created so > there is no locking conflict with the cache and therefore this problem > would not occur. > > This behavior is not considered a bug, but rather a circumstantial issue > caused by the design of the product. Currently there is no workaround to > this issue, but being aware of it means that there are options. For > instance, normally Development Cache Mode is only enabled on a development > server. If this is the case, then usually you can disable escalations or > temporarily disable development cache mode in development (if the > escalation must run for testing, etc.). You could also alter the > escalation(s) so it doesn't touch so many records or doesn't cause filters > to fire, etc. In other words, speed up the escalation processing time so > any locks are very quick, or disable the escalation (or all escalations), > or disable development cache mode. > > > NOTICE: This email message is for the sole use of the intended > recipient(s) and may contain confidential and privileged information. Any > unauthorized review, use, disclosure or distribution is prohibited. If > you are not the intended recipient, please contact the sender by reply > email and destroy all copies of the original message. > > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor:rmisolutions@... ARSlist: "Where the Answers Are" > > -- > This message was scanned by ESVA and is believed to be clean. > > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisolutions@... ARSlist: "Where the Answers Are" WWRUG 2010 2009-11-20T10:52:05Z ** If you guys know, is there any chance that WWRUG will be in Vegas every year, or next year, at least? That place is just awesome. BTW, great job Daniel, Lenny, Joel, Phil, and the rest of you who toiled in the background! -- Mike Hennessy _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Re: Parent _ Child Relationship Server Appliction 2009-11-20T09:53:54Z ** I’m not sure it can be thought of in such a simple manner. The problem is that what you consider the parent or the child does not necessarily correspond to the direction of the relationship depending on what type of relationship you’re talking about. For example, if Item A depends on Item B, your relationship arrow goes from Item A to Item B, but can you say that one is the parent or child in this relationship? In the case of applications on servers in the CMDB, BMC uses a HostedSystemComponent relationship. (I don’t’necessarily agree with this approach, but that’s the way it is…) In that case, the arrow goes from the server to the application. Conceptually, the application could probably be thought of as the child, but the arrow goes the other way (you can also debate which way the arrows ought to go to indicate which is the parent or the child, further muddying the waters). I would say to not even try to think of things in terms of parent-child. Rather, just figure out which way the arrows should go. In this case, they go from the server to the application. What this means in concrete terms is that, when you create a HostedSystemComponent for this, the Source is the server, and the Destination is the application. Does that make sense at all? Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Koyb P. Liabt Sent: Friday, November 20, 2009 10:35 AM To: arslist@... Subject: Parent _ Child Relationship Server Appliction ** Hi, We are having confusion in our organization. Relationships - If let's say Solaris Applications sit on the UNIX server. Is the Solaris Application a child of the Unix server. Or is the Unix server a child of the Solaris Application. We are just trying to understand what is the relationship of the applications. _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Re: Validating Remedy Passwords 2009-11-20T09:50:11Z ** Thanks, Dave. I do have it working now, in an Active Link, using field 102. If I use an unencrypted field (i.e. NOT 102), does the API do the encryption before it does the comparison? Rick From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of David Sanders Sent: Friday, November 20, 2009 12:18 PM To: arslist@... Subject: Re: Validating Remedy Passwords ** Hi Rick I use this process in active links with no problem (with a regular field ID, not 102). I don’t know about CTM:People, but it confirms that the password entered matches the current user’s Remedy password, whether that be stored in the User form or authenticated via AD. You can only test it using YOUR password. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work ========================== tel +44 1494 468980 mobile +44 7710 377761 email david.sanders@... web http://www.westoverconsulting.co.uk From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Rick Cook Sent: Thursday, November 19, 2009 6:57 PM To: arslist@... Subject: Re: Validating Remedy Passwords ** I'm not firing it on Submit, though, Jarl. I am firing it on Return, which is exclusively an Active Link action. I could piggyback a Submit action onto that, but I don't see how that would make any difference. BTW, I am using ARS 7.0.1 p7, with ITSM 7.0.3 p7. Rick On Thu, Nov 19, 2009 at 1:52 PM, Jarl Grøneng <jarl.groneng@...> wrote: There is no problem running filter on submit on a display-only form. (You may also combine this with the service action if your on a never version) -- Jarl 2009/11/19 Rick Cook <remedyrick@...>: > ** > > I have a process in which I want the user to enter their Remedy password to > validate their participation. A dialog pops up, the user enters their > password in it and clicks OK, and if the password matches that in > CTM:People, it goes forward. If not, the dialog stays open until they get it > right or click the Close button. > > > > I have tried comparing the password fields in workflow, and for various > reasons, it fails. I also tried copying the password values into regular > character fields and comparing those, but that, too, fails. > > > > Finally, I tried using the '$PROCESS$ @@:Application-Confirm-Password <field > ID>', (using both field 102 and a regular character field) in a Set Fields > to an integer field, but though that doesn’t error, it always returns a zero > (fail) value when I run it in an Active Link, which I have to do because I > am running this from a Display-Only form as a Dialog. > > > > Can anyone point to what I am missing to make this work? > > > > Rick > > _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers > Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor%3Armisolutions@... ARSlist: "Where the Answers Are" _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Re: Parent _ Child Relationship Server Application 2009-11-20T09:46:12Z ** The Solaris application is dependent upon the hardware so the Solaris App would be a Child of the UNIX server. It helps me to think of Child/ Parent as dependent/ host. Solaris cannot host UNIX but UNIX can host an application. From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Koyb P. Liabt Sent: Friday, November 20, 2009 11:35 AM To: arslist@... Subject: Parent _ Child Relationship Server Appliction ** Hi, We are having confusion in our organization. Relationships - If let's say Solaris Applications sit on the UNIX server. Is the Solaris Application a child of the Unix server. Or is the Unix server a child of the Solaris Application. We are just trying to understand what is the relationship of the applications. _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Re: Development Cache Mode revisited 2009-11-20T09:40:22Z ** I just worked through a longstanding issue that we have had in our environment related to Dev Cache Mode. Due to extremely slow performance when making admin changes on a 7.0 server, I had gotten into the habit of keeping our admin server set with Dev Cache Mode turned on, which significantly sped up migrations to production and such. However, in this environment (7.1 p5 server), I was seeing exactly the opposite – admin changes were very frequently timing out and migrations were painfully slow (for example, a patch that took a few minutes to apply in dev and stage took an hour and twenty minutes to apply in production). Thinking that it should go faster since Dev Cache Mode was turned on, I looked everywhere I could think of to try and isolate why it was so slow. I got BMC involved in my search twice. This last time, the support rep forwarded this same KB article to me and recommended that I leave Dev Cache Mode turned OFF in order to improve performance with admin actions. I tried it, and it worked. My migrations now go very quickly, and I haven’t seen any timeouts since. The only slowness is in the initial period where the AR server creates a copy of the cache in memory, but that’s generally fairly quick, since it’s just doing an in memory copy rather than trying to pull it all from the database again (like I suspect it was doing on the 7.0 server). In short, in our environment, we see significantly better performance making admin changes in production with Dev Cache Mode turned off. The support rep told me that since AR Server 7.1, their recommendation is to keep it turned off. That said, if I understand it correctly, your mileage may vary depending on what kind of activity you have going on on the server you’re trying to make changes on. As I understand it, when Dev Cache Mode is turned on, since it doesn’t make a copy of the cache for existing users, it has to wait until user operations have ceased before it can make the change, then it makes the change in between user operations. In our case, since this server also runs all our back-end processes (e-mail, escalations, etc.), and we apparently have some things going on that take a long time to complete, the admin thread ended up having to wait a long time (more than 10 minutes in some cases) before it could get a lock on the cache and make the changes. This was what was causing the timeouts and slow performance that we saw. Now, since it simply makes a relatively quick copy of the cache for existing user operations (just system operations in our case, but still, they’re ongoing), the overall time to make the changes is quick, because once the cache is copied, it can proceed with the changes without having to wait for a break between user operations. So, if you don’t have much going on on the server you’re trying to make admin changes on, it could be quicker to leave Dev Cache Mode turned on, because then you don’t have to wait for the cache to get copied (I think it takes less than 30 seconds in our case to copy about 400MB of cache). However, if you have lots of stuff going on (e-mail, user access, escalations, etc.), you may see better performance with it turned off. I hope this helps a bit. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Tony Worthington Sent: Friday, November 20, 2009 9:36 AM To: arslist@... Subject: Re: Development Cache Mode revisited ** I missed your question... sorry. - No admin-changes were done - And No changes to Groups of the type View/Change were done This is from BMC KB KM-000000024487. It doesn't answer your ? directly, but is full of good information. What may cause poor performance in the Admin Tool? When poor performance is seen in the Admin Tool when saving objects, it may be a result of how AR Server handles information it has read into memory. At server startup, AR Server reads information from the database into memory, for example all field properties are read into memory, all users and groups and active links, etc. When this information that has been read into memory changes, there are two different ways for AR Server to handle the event. It can update the existing memory footprint so that users all see the change that was made. It can create a separate memory footprint so existing users still utilize the existing memory footprint, while new users logging in would utilize the new memory footprint. Either method will cause a performance hit, but the big difference between the two ways of handling the event is where the performance impact is seen. Note: How noticeable the performance hit is depends on several factors, but mostly the amount of data that needs to be read into memory. This is usually a direct result of the number of objects (forms and workflow) that exist. The more objects, the greater the performance impact. Is there a way to improve performance or control which option AR Server uses? Yes. There is a server configuration, called Development Cache Mode, that was introduced to help with performance when dealing with systems that have large amounts of forms and workflow objects in a development environment. The Cache-Mode setting is available in ARServer 6.0.1 patch 1339 and above, and in ARServer 5.1.2 patch 1338 and above as well as in 6.3 and above. Note: only the 6.3 and above Admin Tool shows the GUI checkbox for Development Cache Mode in the Server Information dialog on the Configuration tab. If you're using an Admin Tool that does not have the checkbox for Development Cache Mode, then the Cache-Mode parameter must be manually added to the ar.cfg file. It can be found in the Admin Tool under File->Server Information on the Configuration tab. It is a check box called "Development Cache Mode" and by default, it is not selected. When selected, it puts a parameter in the ar.cfg/ar.conf file called Cache-Mode: 1. There are two cache modes, production and development. In production mode (Cache-Mode: 0), which is the default behavior if the line is not set in ar.cfg/ar.conf file (i.e. the Development Cache Mode is not checked in the Admin Tool), AR Server operates as it always has -- whenever an admin operation will change the memory cache, the admin thread makes a new copy of the memory cache and makes its changes there. While this slows performance for the admin making the change, it allows the change to be made without affecting other users of the system so it's appropriate for a production environment with many users. In development mode (Cache-Mode: 1 in the ar.cfg/ar.conf file or where the Development Cache Mode is selected in the Admin Tool), the admin thread will instead lock other threads out of the current copy of the cache while it makes its change in that copy. On each API call that will cause a change to the cache, the admin thread locks the cache, waits for all other threads to stop using the cache, makes its modifications, and unlocks the cache. The thread locks the entire cache, which means other threads cannot process API calls or escalations while the admin thread processes its API call. In a development environment this should be an acceptable cost. This effectively gives priority to the administrator at the expense of other users. It is therefore not really suitable for a production environment (blocking all users for the entire time that that the change is taking place is not good in production), but is great where development is the primary aim of the system. This mode (development mode) has a couple of notable effects -- The first is that the server will no longer copy the cache, though it will wait for user operations to complete before it proceeds with making a change. This will almost always be faster than copying the cache and the difference in time will be greater with the number of objects on the server. In other words, the larger the application and number of objects (i.e. forms, active links, etc.) on the server, the greater the effect of the cache mode will be. The second is that the server's memory footprint will be smaller so that it is less likely to cause paging; this will again improve the server performance. Changes to the cache mode only take effect after AR Server has been restarted. The expectation is that in a development environment, admin changes have priority over other users. In a production environment the opposite is true. So, the key thing to understand when using this parameter is that we lock the object when a change is applied (when we issue a Set, Delete, or Create API call), not when it is opened. This means that any number of admin tools may have an object open; if one of them changes the object and a second one makes another change, the first is overwritten. That behavior is no different than without the change, since there is only one admin thread and all admin operations are serialized. This should improve performance immensely when saving a form because you are only dealing with the current form and not all objects on the server being cached. Is there any risk to having Development Cache Mode enabled in production? Yes. An issue was discovered when development cache mode is enabled that can cause AR Server to appear hung. This is thoroughly described in KM-000000025743. This is NOT a common issue. Normally, there would be no risk other than the described behavior of AR Server when Admin changes occur. ------ Here's 25743 There is an important side-effect that can cause AR Server to appear hung and users receive timeout errors, like ARERR 93. This occurs under specific circumstances, but specifically when the Development Cache Mode is selected in the Admin Tool under File->Server Information on the Configuration tab (see KB 24487 for information on Development Cache Mode). Here is the specific course of events that leads to the problem: An escalation starts running and puts a Read Lock on the Server Cache tables (in memory). An Admin Operation (like a form or workflow save) starts but cannot put an Exclusive lock on the cache until the Escalation is done with its lock. The escalation continues to run. Users and utilities try to perform ARServer work (APIs). But they need a read lock on the cache and are forced to wait. The escalation keeps running. Users start getting timeouts (ARERR 93, etc.) and the Admin Tool times out. The escalation keeps running. Finally the escalation completes and the Admin Operation can start. Admin Operation completes and users work can start. Since the users already timed out, they've likely given up and moved into trouble shooting mode, unaware of whats happening with AR Server. Normally, escalations run pretty quick, but in some cases, this isn't true. For instance, lets say an escalation fires on a form with 200,000 records in it, updating each one. Each record touched causes Filters to fire which do Push Fields actions to several other forms for example, resulting in each of the 200,000 records to take roughly 18 seconds to complete. This escalation would take a very long time to complete and all the while, AR Server would appear as though its hung because of the Development Cache mode being enabled. When Development Cache mode is enabled, it will attempt to put an exclusive lock on the server cache tables in memory. When disabled, a separate memory footprint is created so there is no locking conflict with the cache and therefore this problem would not occur. This behavior is not considered a bug, but rather a circumstantial issue caused by the design of the product. Currently there is no workaround to this issue, but being aware of it means that there are options. For instance, normally Development Cache Mode is only enabled on a development server. If this is the case, then usually you can disable escalations or temporarily disable development cache mode in development (if the escalation must run for testing, etc.). You could also alter the escalation(s) so it doesn't touch so many records or doesn't cause filters to fire, etc. In other words, speed up the escalation processing time so any locks are very quick, or disable the escalation (or all escalations), or disable development cache mode. NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Parent _ Child Relationship Server Appliction 2009-11-20T09:34:30Z ** Hi, We are having confusion in our organization. Relationships - If let's say Solaris Applications sit on the UNIX server. Is the Solaris Application a child of the Unix server. Or is the Unix server a child of the Solaris Application. We are just trying to understand what is the relationship of the applications. _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Re: Upgrade from 1.5 to 1.6 Discovery 2009-11-20T09:31:38Z ** Totally not my idea. I have this reconciliation battle every day. Someone believes a script is the best way to reconcile the data. I am going to run the reconciliation jobs, and after I finish - hopefully they will "get the concept." :) In a message dated 11/20/2009 12:13:14 P.M. Eastern Standard Time, remedyboy@... writes: ** OK? I will not claim to understand this answer.. So I will choose to leave this alone.. LOL On Fri, Nov 20, 2009 at 12:08 PM, Kathy Morris <Kathymorris727@...> wrote: ** Forgot to mention - we are not using the reconciliation engine. In a message dated 11/20/2009 12:05:57 P.M. Eastern Standard Time, remedyboy@... writes: ** CMDB is on one server FD is on another server. FD can get taxed on its CPU and whatnot itself, but does not affect the CMDB. FD syncronized which does affect CMDB but minimally from what I have seen. CMDB Slowness should be due to the recociliation engine.. if you ars system slows or crashes then you are most likely using up too many threads, / resources.. need to use a private thread, andlimit the number of instances to help the heavy hit on the server (ARS). IT is now recommended you put it on its own server.. Call support they can help you put in the configuration settings, and resolve your issues. hope that helps some. On Fri, Nov 20, 2009 at 11:44 AM, Kathy Morris <Kathymorris727@...> wrote: ** Hi All, We just upgraded from 1.5 to 1.6 and we are having performance issues now. The users are frustrated with the performance. We are running long tasks at night time scanning about 5,000 IP addresses. Also we are creating large tasks. Our Discovery is on one server, and the CMDB is on another server. We are not synchronizing to the CMDB during this time period, just running the tasks. Would the task bring the CMDB performance down? Or are there some performance issues with Discovery 1.6? _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ -- Patrick Zandi _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ -- Patrick Zandi _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Re: Validating Remedy Passwords 2009-11-20T09:17:49Z ** Hi Rick I use this process in active links with no problem (with a regular field ID, not 102). I don’t know about CTM:People, but it confirms that the password entered matches the current user’s Remedy password, whether that be stored in the User form or authenticated via AD. You can only test it using YOUR password. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work ========================== tel +44 1494 468980 mobile +44 7710 377761 email david.sanders@... web http://www.westoverconsulting.co.uk From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Rick Cook Sent: Thursday, November 19, 2009 6:57 PM To: arslist@... Subject: Re: Validating Remedy Passwords ** I'm not firing it on Submit, though, Jarl. I am firing it on Return, which is exclusively an Active Link action. I could piggyback a Submit action onto that, but I don't see how that would make any difference. BTW, I am using ARS 7.0.1 p7, with ITSM 7.0.3 p7. Rick On Thu, Nov 19, 2009 at 1:52 PM, Jarl Grøneng <jarl.groneng@...> wrote: There is no problem running filter on submit on a display-only form. (You may also combine this with the service action if your on a never version) -- Jarl 2009/11/19 Rick Cook <remedyrick@...>: > ** > > I have a process in which I want the user to enter their Remedy password to > validate their participation. A dialog pops up, the user enters their > password in it and clicks OK, and if the password matches that in > CTM:People, it goes forward. If not, the dialog stays open until they get it > right or click the Close button. > > > > I have tried comparing the password fields in workflow, and for various > reasons, it fails. I also tried copying the password values into regular > character fields and comparing those, but that, too, fails. > > > > Finally, I tried using the '$PROCESS$ @@:Application-Confirm-Password <field > ID>', (using both field 102 and a regular character field) in a Set Fields > to an integer field, but though that doesn’t error, it always returns a zero > (fail) value when I run it in an Active Link, which I have to do because I > am running this from a Display-Only form as a Dialog. > > > > Can anyone point to what I am missing to make this work? > > > > Rick > > _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers > Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor%3Armisolutions@... ARSlist: "Where the Answers Are" _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Re: Upgrade from 1.5 to 1.6 Discovery 2009-11-20T09:12:24Z ** OK? I will not claim to understand this answer.. So I will choose to leave this alone.. LOL On Fri, Nov 20, 2009 at 12:08 PM, Kathy Morris <Kathymorris727@...> wrote: ** Forgot to mention - we are not using the reconciliation engine. In a message dated 11/20/2009 12:05:57 P.M. Eastern Standard Time, remedyboy@... writes: ** CMDB is on one server FD is on another server. FD can get taxed on its CPU and whatnot itself, but does not affect the CMDB. FD syncronized which does affect CMDB but minimally from what I have seen. CMDB Slowness should be due to the recociliation engine.. if you ars system slows or crashes then you are most likely using up too many threads, / resources.. need to use a private thread, andlimit the number of instances to help the heavy hit on the server (ARS). IT is now recommended you put it on its own server.. Call support they can help you put in the configuration settings, and resolve your issues. hope that helps some. On Fri, Nov 20, 2009 at 11:44 AM, Kathy Morris <Kathymorris727@...> wrote: ** Hi All, We just upgraded from 1.5 to 1.6 and we are having performance issues now. The users are frustrated with the performance. We are running long tasks at night time scanning about 5,000 IP addresses. Also we are creating large tasks. Our Discovery is on one server, and the CMDB is on another server. We are not synchronizing to the CMDB during this time period, just running the tasks. Would the task bring the CMDB performance down? Or are there some performance issues with Discovery 1.6? _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ -- Patrick Zandi _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ -- Patrick Zandi _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Re: Upgrade from 1.5 to 1.6 Discovery 2009-11-20T09:08:26Z ** Forgot to mention - we are not using the reconciliation engine. In a message dated 11/20/2009 12:05:57 P.M. Eastern Standard Time, remedyboy@... writes: ** CMDB is on one server FD is on another server. FD can get taxed on its CPU and whatnot itself, but does not affect the CMDB. FD syncronized which does affect CMDB but minimally from what I have seen. CMDB Slowness should be due to the recociliation engine.. if you ars system slows or crashes then you are most likely using up too many threads, / resources.. need to use a private thread, andlimit the number of instances to help the heavy hit on the server (ARS). IT is now recommended you put it on its own server.. Call support they can help you put in the configuration settings, and resolve your issues. hope that helps some. On Fri, Nov 20, 2009 at 11:44 AM, Kathy Morris <Kathymorris727@...> wrote: ** Hi All, We just upgraded from 1.5 to 1.6 and we are having performance issues now. The users are frustrated with the performance. We are running long tasks at night time scanning about 5,000 IP addresses. Also we are creating large tasks. Our Discovery is on one server, and the CMDB is on another server. We are not synchronizing to the CMDB during this time period, just running the tasks. Would the task bring the CMDB performance down? Or are there some performance issues with Discovery 1.6? _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ -- Patrick Zandi _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Re: Upgrade from 1.5 to 1.6 Discovery 2009-11-20T09:05:31Z ** CMDB is on one server FD is on another server. FD can get taxed on its CPU and whatnot itself, but does not affect the CMDB. FD syncronized which does affect CMDB but minimally from what I have seen. CMDB Slowness should be due to the recociliation engine.. if you ars system slows or crashes then you are most likely using up too many threads, / resources.. need to use a private thread, andlimit the number of instances to help the heavy hit on the server (ARS). IT is now recommended you put it on its own server.. Call support they can help you put in the configuration settings, and resolve your issues. hope that helps some. On Fri, Nov 20, 2009 at 11:44 AM, Kathy Morris <Kathymorris727@...> wrote: ** Hi All, We just upgraded from 1.5 to 1.6 and we are having performance issues now. The users are frustrated with the performance. We are running long tasks at night time scanning about 5,000 IP addresses. Also we are creating large tasks. Our Discovery is on one server, and the CMDB is on another server. We are not synchronizing to the CMDB during this time period, just running the tasks. Would the task bring the CMDB performance down? Or are there some performance issues with Discovery 1.6? _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ -- Patrick Zandi _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Re: Upgrade from 1.5 to 1.6 Discovery 2009-11-20T08:57:00Z ** Kathy, You will get a lot more help from a Discovery focused group. I suggest you read and post here - http://communities.bmc.com/communities/community/bmcdn/bmc_atrium_and_foundation_technologies/discovery There are great docs and discussions on how to tune the discovery of CIs as well as the Sync to the CMDB Kelly Deaver Effective Technologies www.effect-tech.com kdeaver@... (ARSlist mail) kelly@... (Business mail) -------- Original Message -------- Subject: Upgrade from 1.5 to 1.6 Discovery From: Kathy Morris <Kathymorris727@...> Date: Fri, November 20, 2009 10:44 am To: arslist@... ** Hi All, We just upgraded from 1.5 to 1.6 and we are having performance issues now. The users are frustrated with the performance. We are running long tasks at night time scanning about 5,000 IP addresses. Also we are creating large tasks. Our Discovery is on one server, and the CMDB is on another server. We are not synchronizing to the CMDB during this time period, just running the tasks. Would the task bring the CMDB performance down? Or are there some performance issues with Discovery 1.6? _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Upgrade from 1.5 to 1.6 Discovery 2009-11-20T08:44:37Z ** Hi All, We just upgraded from 1.5 to 1.6 and we are having performance issues now. The users are frustrated with the performance. We are running long tasks at night time scanning about 5,000 IP addresses. Also we are creating large tasks. Our Discovery is on one server, and the CMDB is on another server. We are not synchronizing to the CMDB during this time period, just running the tasks. Would the task bring the CMDB performance down? Or are there some performance issues with Discovery 1.6? _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Re: Development Cache Mode revisited 2009-11-20T08:36:27Z ** I missed your question... sorry. - No admin-changes were done - And No changes to Groups of the type View/Change were done This is from BMC KB KM-000000024487. It doesn't answer your ? directly, but is full of good information. What may cause poor performance in the Admin Tool? When poor performance is seen in the Admin Tool when saving objects, it may be a result of how AR Server handles information it has read into memory. At server startup, AR Server reads information from the database into memory, for example all field properties are read into memory, all users and groups and active links, etc. When this information that has been read into memory changes, there are two different ways for AR Server to handle the event. It can update the existing memory footprint so that users all see the change that was made. It can create a separate memory footprint so existing users still utilize the existing memory footprint, while new users logging in would utilize the new memory footprint. Either method will cause a performance hit, but the big difference between the two ways of handling the event is where the performance impact is seen. Note: How noticeable the performance hit is depends on several factors, but mostly the amount of data that needs to be read into memory. This is usually a direct result of the number of objects (forms and workflow) that exist. The more objects, the greater the performance impact. Is there a way to improve performance or control which option AR Server uses? Yes. There is a server configuration, called Development Cache Mode, that was introduced to help with performance when dealing with systems that have large amounts of forms and workflow objects in a development environment. The Cache-Mode setting is available in ARServer 6.0.1 patch 1339 and above, and in ARServer 5.1.2 patch 1338 and above as well as in 6.3 and above. Note: only the 6.3 and above Admin Tool shows the GUI checkbox for Development Cache Mode in the Server Information dialog on the Configuration tab. If you're using an Admin Tool that does not have the checkbox for Development Cache Mode, then the Cache-Mode parameter must be manually added to the ar.cfg file. It can be found in the Admin Tool under File->Server Information on the Configuration tab. It is a check box called "Development Cache Mode" and by default, it is not selected. When selected, it puts a parameter in the ar.cfg/ar.conf file called Cache-Mode: 1. There are two cache modes, production and development. In production mode (Cache-Mode: 0), which is the default behavior if the line is not set in ar.cfg/ar.conf file (i.e. the Development Cache Mode is not checked in the Admin Tool), AR Server operates as it always has -- whenever an admin operation will change the memory cache, the admin thread makes a new copy of the memory cache and makes its changes there. While this slows performance for the admin making the change, it allows the change to be made without affecting other users of the system so it's appropriate for a production environment with many users. In development mode (Cache-Mode: 1 in the ar.cfg/ar.conf file or where the Development Cache Mode is selected in the Admin Tool), the admin thread will instead lock other threads out of the current copy of the cache while it makes its change in that copy. On each API call that will cause a change to the cache, the admin thread locks the cache, waits for all other threads to stop using the cache, makes its modifications, and unlocks the cache. The thread locks the entire cache, which means other threads cannot process API calls or escalations while the admin thread processes its API call. In a development environment this should be an acceptable cost. This effectively gives priority to the administrator at the expense of other users. It is therefore not really suitable for a production environment (blocking all users for the entire time that that the change is taking place is not good in production), but is great where development is the primary aim of the system. This mode (development mode) has a couple of notable effects -- The first is that the server will no longer copy the cache, though it will wait for user operations to complete before it proceeds with making a change. This will almost always be faster than copying the cache and the difference in time will be greater with the number of objects on the server. In other words, the larger the application and number of objects (i.e. forms, active links, etc.) on the server, the greater the effect of the cache mode will be. The second is that the server's memory footprint will be smaller so that it is less likely to cause paging; this will again improve the server performance. Changes to the cache mode only take effect after AR Server has been restarted. The expectation is that in a development environment, admin changes have priority over other users. In a production environment the opposite is true. So, the key thing to understand when using this parameter is that we lock the object when a change is applied (when we issue a Set, Delete, or Create API call), not when it is opened. This means that any number of admin tools may have an object open; if one of them changes the object and a second one makes another change, the first is overwritten. That behavior is no different than without the change, since there is only one admin thread and all admin operations are serialized. This should improve performance immensely when saving a form because you are only dealing with the current form and not all objects on the server being cached. Is there any risk to having Development Cache Mode enabled in production? Yes. An issue was discovered when development cache mode is enabled that can cause AR Server to appear hung. This is thoroughly described in KM-000000025743. This is NOT a common issue. Normally, there would be no risk other than the described behavior of AR Server when Admin changes occur. ------ Here's 25743 There is an important side-effect that can cause AR Server to appear hung and users receive timeout errors, like ARERR 93. This occurs under specific circumstances, but specifically when the Development Cache Mode is selected in the Admin Tool under File->Server Information on the Configuration tab (see KB 24487 for information on Development Cache Mode). Here is the specific course of events that leads to the problem: An escalation starts running and puts a Read Lock on the Server Cache tables (in memory). An Admin Operation (like a form or workflow save) starts but cannot put an Exclusive lock on the cache until the Escalation is done with its lock. The escalation continues to run. Users and utilities try to perform ARServer work (APIs). But they need a read lock on the cache and are forced to wait. The escalation keeps running. Users start getting timeouts (ARERR 93, etc.) and the Admin Tool times out. The escalation keeps running. Finally the escalation completes and the Admin Operation can start. Admin Operation completes and users work can start. Since the users already timed out, they've likely given up and moved into trouble shooting mode, unaware of whats happening with AR Server. Normally, escalations run pretty quick, but in some cases, this isn't true. For instance, lets say an escalation fires on a form with 200,000 records in it, updating each one. Each record touched causes Filters to fire which do Push Fields actions to several other forms for example, resulting in each of the 200,000 records to take roughly 18 seconds to complete. This escalation would take a very long time to complete and all the while, AR Server would appear as though its hung because of the Development Cache mode being enabled. When Development Cache mode is enabled, it will attempt to put an exclusive lock on the server cache tables in memory. When disabled, a separate memory footprint is created so there is no locking conflict with the cache and therefore this problem would not occur. This behavior is not considered a bug, but rather a circumstantial issue caused by the design of the product. Currently there is no workaround to this issue, but being aware of it means that there are options. For instance, normally Development Cache Mode is only enabled on a development server. If this is the case, then usually you can disable escalations or temporarily disable development cache mode in development (if the escalation must run for testing, etc.). You could also alter the escalation(s) so it doesn't touch so many records or doesn't cause filters to fire, etc. In other words, speed up the escalation processing time so any locks are very quick, or disable the escalation (or all escalations), or disable development cache mode. Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores N56 W17000 Ridgewood Drive | Menomonee Falls, WI 53051 | office: (262) 703-7763 | e-mail: tony.worthington@... From: Misi Mladoniczky <miz@...> To: arslist@... Date: 11/20/2009 08:49 AM Subject: Development Cache Mode revisited Sent by: "Action Request System discussion list(ARSList)" <arslist@...> Hi all, If you have Development Cache Mode ON for a production environment. What would be the impact, if: - No admin-changes were done - And No changes to Groups of the type View/Change were done The client runs ARServer 7.1.0 patch 4, ITSM 7.0, Windows and Oracle. it is a server group with 2 servers. The reason I ask, is that if they have Cache-Mode turned OFF (0), the production server seems to time out when they actually do an admin change. For example enabling an escalation. They want to do occasional admin-changes during off-hours when activity is very low. I tried to catch the actual "recaching" in my AR Server SQL-log, but could not find any such activity. Maybe it is not logged for some reason??? Best Regards - Misi, RRR AB, http://rrr.se _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisolutions@... ARSlist: "Where the Answers Are" CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Re: Development Cache Mode revisited 2009-11-20T08:12:05Z ** Misi - We have the same issue. We run with dev cache mode off in production and are required to bounce the server (extending the outage by at least 10+10 minutes) to flip in and out of dev cache mode. I have also found that making changes with dev cache off is risky, and has caused serious issues with timeouts halfway through object changes. The re-cache events can be captured in the thread logs, with the additional server config file setting of: Copy-Cache-Logging: T This is the first initial build... <THRD> /* Sun Nov 15 2009 02:36:12.1180 */ InitServerCache Begin <THRD> /* Sun Nov 15 2009 02:43:38.1260 */ InitServerCache End: rpcCallProc=0 tid=2708 And subsequent recaches.. <THRD> /* Sun Nov 15 2009 10:28:47.2310 */ CopyCache Begin: rpcCallProc=10002 user="Remedy Application Service" tid=2708 rpcId=0 <THRD> /* Sun Nov 15 2009 10:30:30.8860 */ CopyCache End <THRD> /* Sun Nov 15 2009 10:38:01.5740 */ FreeServerCache: rpcCallProc=94 user="tibco" tid=532 rpcId=286130 I am excited for the pre-load settings of 7.5 -- and am hoping it will alleviate the time-out issues by allocating more threads and specifying "No" for at init only -- thereby allowing small admin changes, while leaving the server in non-dev cache mode. Tony Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores N56 W17000 Ridgewood Drive | Menomonee Falls, WI 53051 | office: (262) 703-7763 | e-mail: tony.worthington@... From: Misi Mladoniczky <miz@...> To: arslist@... Date: 11/20/2009 08:49 AM Subject: Development Cache Mode revisited Sent by: "Action Request System discussion list(ARSList)" <arslist@...> Hi all, If you have Development Cache Mode ON for a production environment. What would be the impact, if: - No admin-changes were done - And No changes to Groups of the type View/Change were done The client runs ARServer 7.1.0 patch 4, ITSM 7.0, Windows and Oracle. it is a server group with 2 servers. The reason I ask, is that if they have Cache-Mode turned OFF (0), the production server seems to time out when they actually do an admin change. For example enabling an escalation. They want to do occasional admin-changes during off-hours when activity is very low. I tried to catch the actual "recaching" in my AR Server SQL-log, but could not find any such activity. Maybe it is not logged for some reason??? Best Regards - Misi, RRR AB, http://rrr.se _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisolutions@... ARSlist: "Where the Answers Are" CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ Re: ARDBC LDAP Configuration Bind Credentials 2009-11-20T08:05:13Z Tim, As suggested by Carey you'll either need some sort of proxy in front of the LDAP server that will allow ARS to connect and get the data or write your own that supports the necessary options. I'd also recommend you raise an RFE with BMC to get improved security added to the out-of-the-box plugins. Mark -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Hulmes, Timothy W Mr CTR USA IMCOM Sent: 20 November 2009 15:13 To: arslist@... Subject: Re: ARDBC LDAP Configuration Bind Credentials Mark, thanks for the reply. Does anyone know of any way to work around this? We don't own our tree and they won't allow simple binds and we can't use SSL. Tim -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Walters, Mark Sent: Thursday, November 19, 2009 12:17 PM To: arslist@... Subject: Re: ARDBC LDAP Configuration Bind Credentials The Remedy LDAP plugins only support simple binds for authentication. If your LDAP server does not allow this then they will not be able to connect. Mark ________________________________________ From: Action Request System discussion list(ARSList) [arslist@...] On Behalf Of Hulmes, Timothy W Mr CTR USA IMCOM [timothy.hulmes@...] Sent: 19 November 2009 18:05 To: arslist@... Subject: ARDBC LDAP Configuration Bind Credentials Having trouble setting the Binding setting to connect to our Active directory. All the account information has been verified and the account has access manually. The problem we get is configuring Remedy to login with the correct security settings. Using the ldp tool I need to login using the following bind options (Function Generic, Method SSPI, Synchronous checked, and Use auth. Identity checked.) With those options checked I can log in with the account via ldp. The question is how do I take those settings and configure the ARDBC LDAP Config form when I one have the option of Bind user and Bind password? Tim ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisolutions@... ARSlist: "Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisolutions@... ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisolutions@... ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisolutions@... ARSlist: "Where the Answers Are" Re: RKM 7.5 (UNCLASSIFIED) 2009-11-20T08:04:04Z Classification: UNCLASSIFIED Caveats: NONE Couldn't agree more. Worked with Carrie several times. She's absolutely brilliant! -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of strauss Sent: Friday, November 20, 2009 9:31 AM To: arslist@... Subject: Re: RKM 7.5 Good – all of you can help nominate her for BMC Employee Beyond The Call of Duty award in 2010. When I hit a snag in RKM, usually when installing a new test setup or patching an existing one (the installers are problematic, and I like to break new stuff), she’s on the phone in 15 minutes!! NO other product in the entire BMC suite gets this quality of support!!! Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ <blockedhttp://itsm.unt.edu/> From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Chowdhury, Tauf Sent: Monday, November 16, 2009 10:33 AM To: arslist@... Subject: Re: RKM 7.5 Carrie R. from BMC is great when it comes to RKM. She definitely knows her stuff. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arslist@...] On Behalf Of Pat Zandi Sent: Saturday, November 14, 2009 9:49 AM To: arslist@... Subject: Re: RKM 7.5 ** I did the same thing last night.. We are now on 7.5. But I had issues with SS 6.1 patch 5. I do not understand why. It was just a war file but the display would be blank.. We were having funky issues with 7.2 ... So while it was down I jumped.. Great move. I ask carrie to help me with it,,, she is the best in the world .. IMHO Sent from my iPhone On Nov 14, 2009, at 9:29 AM, brian.bishop@... wrote: Hi Patrick, I have now solved this with some excellent help form a BMC Support person in India. We un-installed RKM 7.5 patch 1and installed RKM 7.5 instead. It worked fine with no problems at all. I doubt if I will move to patch 1 though! As I see BMC support criticised at times in ARlist, I would like to take this opportunity to thank them on their excellent response to my issue, which included a webex session on my server and 90 mins of the individuals time. Brian Bishop Goldstag Consultants Ltd +44(0)7973 746832 ________________________________ From: patrick zandi <remedyboy@...> Date: Fri, 13 Nov 2009 17:26:51 -0500 To: <arslist@...> Subject: Re: RKM 7.5 ** I have specifically installed this.. but was informed (because I was going too) following the readme, and installation instructions Very Carefully... and it will work perfectly. IF you have the older version previous 7.1, you have alot of deleting users, groups, forms, AL, workflow. On Fri, Nov 13, 2009 at 4:57 AM, <brian.bishop@...> wrote: Hi all, Has anybody successfully installed RKM 7.5? I am trying to on a MS 2003 web server running IIS 6 and failing. Issues I have had so far are:- 1. Install of integration with ITSM failed when it attempted to load the RKM def file and supposedly got an error from it. 2. Tomcat fails on startup seemingly trying to connect to a database using a login of RKMAdmin. I resolved 1. By importing all the def files manually with no problems. BMC have confirmed that having done this my install should be ok. 2 is not resolved. Why is it trying to connect to a database when at no time during the install did it ask for any details about a database? Any observations\suggestions would be appreciated. Many thanks Brian Brian Bishop Goldstag Consultants Ltd +44(0)7973 746832 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisolutions@... <blockedmailto:Sponsor%3Armisolutions@...> ARSlist: "Where the Answers Are" -- Patrick Zandi _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisolutions@... ARSlist: "Where the Answers Are"_ ________________________________ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. Classification: UNCLASSIFIED Caveats: NONE