Hello All,

We are facing a serious problem on Remedy server. The entire set of filters and escalations for all the forms cannot be seen in the Admin window of the server. However, in the database, in the 'filter' table and in the 'escalation table' all the entries are present. When we tried importing the def of the filters and escalation from the other server, it obviously gave an error and did not solve the problem.

On checking the arerror.log files it was found that error no. 556 had occurred which meant that there had been a manual update on the database, although no such manual entry had been performed on the d/b.

As a result of the above, any ticket submitted on HelpDesk form from that server was not assigned to any group and was not pushed through DSO also to any of our other servers.

We got the AR Server restarted and also the Oracle restarted. But the situation remains as it is.

Can anybody please guide as to what can be done in this case and how the state can be restored.
We are on HP-UX 11, ARS 5.01.02 patch 1211, Oracle 8.1.

Thanks.

Warm Regards,
Nisha Ramtri

// /// Remedy Team,
( / ITAC, NOIDA-INDIA,
) / Tel : 120-2512021-30
// / Extn : 6657
STMicroelectronics


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Nisha, I would really love to know what actions might have caused this. Did you do a DB restore, or a new server install or move, or something like this? From what I've seen, the only fix is to reimport your workflow from a saved .def file. That should re-sync the metatables, and enable the Admin tool to see the workflow.

Let me know if I can help further.




Rick Cook * Remedy Approved Consultant * Denali Advanced Integration



From: Action Request System discussion list(ARSList) on behalf of Nisha RAMTRI
Sent: Fri 12/30/2005 9:17 PM
To: arslist@ARSLIST.ORG
Subject: SERIOUS!! Please Help.... Filters and Escalations not showing on Admin Tool .. !!!!!!!!!1111




Hello All,

We are facing a serious problem on Remedy server. The entire set of filters and escalations for all the forms cannot be seen in the Admin window of the server. However, in the database, in the 'filter' table and in the 'escalation table' all the entries are present. When we tried importing the def of the filters and escalation from the other server, it obviously gave an error and did not solve the problem.

On checking the arerror.log files it was found that error no. 556 had occurred which meant that there had been a manual update on the database, although no such manual entry had been performed on the d/b.

As a result of the above, any ticket submitted on HelpDesk form from that server was not assigned to any group and was not pushed through DSO also to any of our other servers.

We got the AR Server restarted and also the Oracle restarted. But the situation remains as it is.

Can anybody please guide as to what can be done in this case and how the state can be restored.
We are on HP-UX 11, ARS 5.01.02 patch 1211, Oracle 8.1.

Thanks.

Warm Regards,
Nisha Ramtri

// /// Remedy Team,
( / ITAC, NOIDA-INDIA,
) / Tel : 120-2512021-30
// / Extn : 6657
STMicroelectronics


UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org)




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Hello Nisha,
I have seen this issue though then it was a mismatch between the total
number of actions defined in the filter table vis a vis with that of
actions which got migrated to the child detail tables.

What you can try is to change the number of numaction field, in my case
it was always 1 less, so reduce it by one, restart the arserver and
check if its visible in the admin console.
However for this issue the error in arerror log was mismatch in
num.action field.

Hope it helps.

Thanks,
Nazish

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]On Behalf Of Nisha RAMTRI
Sent: Saturday, December 31, 2005 12:17 AM
To: arslist@ARSLIST.ORG
Subject: SERIOUS!! Please Help.... Filters and Escalations not showing
on Admin Tool .. !!!!!!!!!1111


Hello All,

We are facing a serious problem on Remedy server. The entire set of
filters and escalations for all the forms cannot be seen in the Admin
window of the server. However, in the database, in the 'filter' table
and in the 'escalation table' all the entries are present. When we tried
importing the def of the filters and escalation from the other server,
it obviously gave an error and did not solve the problem.

On checking the arerror.log files it was found that error no. 556 had
occurred which meant that there had been a manual update on the
database, although no such manual entry had been performed on the d/b.

As a result of the above, any ticket submitted on HelpDesk form from
that server was not assigned to any group and was not pushed through DSO
also to any of our other servers.

We got the AR Server restarted and also the Oracle restarted. But the
situation remains as it is.

Can anybody please guide as to what can be done in this case and how the
state can be restored.
We are on HP-UX 11, ARS 5.01.02 patch 1211, Oracle 8.1.

Thanks.

Warm Regards,
Nisha Ramtri

// /// Remedy Team,
( / ITAC, NOIDA-INDIA,
) / Tel : 120-2512021-30
// / Extn : 6657
STMicroelectronics



UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org)

--
No virus found in this incoming message.
Checked by AVG Free Edition.
Version: 7.1.371 / Virus Database: 267.14.8/215 - Release Date:
12/27/2005


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No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.371 / Virus Database: 267.14.8/215 - Release Date:
12/27/2005




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One of the causes could be that the server was started with old defs, and then you might have imported the DB containing the present defs? This would not be enough to tell the AR server that there are 'new' objects added to the database. What you need to do if that is the case is 'tell' the AR Server that there are new defs in order, by running the arsignal command with the -g option against the servername:tcpport


Joe D'Souza,
Remedy Developer / Consultant,
Shyle Networks,
New Jersey.


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]On Behalf Of Nisha RAMTRI
Sent: Saturday, December 31, 2005 12:17 AM
To: arslist@ARSLIST.ORG
Subject: SERIOUS!! Please Help.... Filters and Escalations not showing
on Admin Tool .. !!!!!!!!!1111


Hello All,

We are facing a serious problem on Remedy server. The entire set of filters and escalations for all the forms cannot be seen in the Admin window of the server. However, in the database, in the 'filter' table and in the 'escalation table' all the entries are present. When we tried importing the def of the filters and escalation from the other server, it obviously gave an error and did not solve the problem.

On checking the arerror.log files it was found that error no. 556 had occurred which meant that there had been a manual update on the database, although no such manual entry had been performed on the d/b.

As a result of the above, any ticket submitted on HelpDesk form from that server was not assigned to any group and was not pushed through DSO also to any of our other servers.

We got the AR Server restarted and also the Oracle restarted. But the situation remains as it is.

Can anybody please guide as to what can be done in this case and how the state can be restored.
We are on HP-UX 11, ARS 5.01.02 patch 1211, Oracle 8.1.

Thanks.

Warm Regards,
Nisha Ramtri

// /// Remedy Team,
( / ITAC, NOIDA-INDIA,
) / Tel : 120-2512021-30
// / Extn : 6657
STMicroelectronics


UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
(Support: mailto:support@arslist.org)

--
No virus found in this incoming message.
Checked by AVG Free Edition.
Version: 7.1.371 / Virus Database: 267.14.8/215 - Release Date: 12/27/2005


--
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.371 / Virus Database: 267.14.8/215 - Release Date: 12/27/2005



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