We're running ARS 6.x with Helpdesk 4.0.3 on Windows 2000 Server. Our DB
is Oracle 9i running on another server. We've had problems quite a few
times on the database server where it either has rebooted or been taken
down for maintenance. In these instances I have to completely restart
the Remedy server. I can't even just stop and start the service.

Is this normal or should the Remedy service reconnect to the database
once it is back up?

Thanks,
James


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I would think that restarting the service should take care of it. If
you are having to restart the server, perhaps the reason is not Remedy
or SQL related. Perhaps there is another service that needs to be
restarted along with Remedy.

Rick

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of James Pifer
Sent: Monday, March 13, 2006 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Should Remedy reconnect to the database if the connection is
lost and then restored?

We're running ARS 6.x with Helpdesk 4.0.3 on Windows 2000 Server. Our DB
is Oracle 9i running on another server. We've had problems quite a few
times on the database server where it either has rebooted or been taken
down for maintenance. In these instances I have to completely restart
the Remedy server. I can't even just stop and start the service.

Is this normal or should the Remedy service reconnect to the database
once it is back up?

Thanks,
James



UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org


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It's been my experience that Remedy needs to be restarted when the DB comes
back up....I haven't experienced the server needing to be rebooted....but
best practice is to have coordination with the DB team to take Remedy down
before the DB to ensure nothing gets lost when the DB goes away

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of James Pifer
Sent: Monday, March 13, 2006 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Should Remedy reconnect to the database if the connection is lost
and then restored?

We're running ARS 6.x with Helpdesk 4.0.3 on Windows 2000 Server. Our DB is
Oracle 9i running on another server. We've had problems quite a few times on
the database server where it either has rebooted or been taken down for
maintenance. In these instances I have to completely restart the Remedy
server. I can't even just stop and start the service.

Is this normal or should the Remedy service reconnect to the database once
it is back up?

Thanks,
James



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**
James,

Do you have the ARSystem service set to automatic? If so, is there ample time for the Oracle Listener to be fully started?

If the Listener service is not completely started even though it looks like the ARSystem service has started it really isn't connected. Usually a startup script is put in place that allows for a period of time (long pause) in-between the two services starting.

If you don't use that type of script you may have to set Remedy to manual and Start it by hand.

Susan


On 3/13/06, L. J. Head wrote:

It's been my experience that Remedy needs to be restarted when the DB comes
back up....I haven't experienced the server needing to be rebooted....but
best practice is to have coordination with the DB team to take Remedy down
before the DB to ensure nothing gets lost when the DB goes away

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of James Pifer
Sent: Monday, March 13, 2006 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Should Remedy reconnect to the database if the connection is lost
and then restored?

We're running ARS 6.x with Helpdesk 4.0.3 on Windows 2000 Server. Our DB is
Oracle 9i running on another server. We've had problems quite a few times on
the database server where it either has rebooted or been taken down for
maintenance. In these instances I have to completely restart the Remedy
server. I can't even just stop and start the service.

Is this normal or should the Remedy service reconnect to the database once
it is back up?

Thanks,
James



UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org


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20060125This posting was submitted with HTML in it

On Mon, 2006-03-13 at 16:45 -0600, Susan Palmer wrote:
> **
> James,
>
> Do you have the ARSystem service set to automatic? If so, is there
> ample time for the Oracle Listener to be fully started?
>
> If the Listener service is not completely started even though it looks
> like the ARSystem service has started it really isn't connected.
> Usually a startup script is put in place that allows for a period of
> time (long pause) in-between the two services starting.
>
> If you don't use that type of script you may have to set Remedy to
> manual and Start it by hand.
>
> Susan

Well that's not really my situation. We have Remedy on one server and
Oracle on another and both are running fine. For one reason or another
the Oracle database goes down. When the DBAs fix the problem and the
database is back up, Remedy will not reconnect, and can't just restart
the service, I have to completely restart the box. When the server comes
back up it connects and runs like it should.

Thanks,
James


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James,
We ran in to this situation as well. Our specific config was
running Windows app server and Linux DB server.

The best thing to do is to stop ARS on the remote machine (from the DB
machine) as part of the script stopping the database. Likewise starting
ARS just after starting the DB. If they're on the same platform it's a
bit simpler. If it's not on the same platform, you'll need to figure
out how to issue commands remotely across platforms.

What platforms are your respective systems on?
Do you have Tivoli, NetIQ, or any other monitoring systems in place the
systems?

In our case, we installed a cygwin/SSH server on the Windows app server,
and can issue commands from the Linux box that way.

Another approach that works is to create a monitor to test the return
code from TNSPING on the app server to your DB Instance. When it fails,
stop ARS. When it works (and didn't last time it checked), start ARS.

Hope this helps,
-Brian

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of James Pifer
Sent: Monday, March 13, 2006 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Should Remedy reconnect to the database if the connection is
lost and then restored?

We're running ARS 6.x with Helpdesk 4.0.3 on Windows 2000 Server. Our DB
is Oracle 9i running on another server. We've had problems quite a few
times on the database server where it either has rebooted or been taken
down for maintenance. In these instances I have to completely restart
the Remedy server. I can't even just stop and start the service.

Is this normal or should the Remedy service reconnect to the database
once it is back up?

Thanks,
James



UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org


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**

Krishnukumar:

I agree. This should be built into the arserverd/arserver.exe program. When the database connection fails, then the program is brought down gracefully. At the present time, the process 'hangs' until a system administrator restarts the database and then Remedy's ARS processes/services. Not clean by any means.

James McKenzie


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]On Behalf Of Krishnakumar
Sent: Tuesday, March 14, 2006 5:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Should Remedy reconnect to the database if the connection
is lost and then restored?


Hi James,
Like Brian has mentioned, the ideal thing to do would be to
monitor the DB and stop the ARS service if the DB is down.

However, if this turns out to be a bit out of reach, you could atleast
make sure that ARS is stopped before the DB is brought up again. This
would ensure that ARS is not using the old connection to the DB. ARS can
then be started once the SQL Listeners are up and running. This should
ensure that ARS works fine.


Regards,
Krishnakumar

On Tue, 14 Mar 2006 05:44:21 +0530, Luke, Brian
wrote:

> James,
> We ran in to this situation as well. Our specific config was
> running Windows app server and Linux DB server.
>
> The best thing to do is to stop ARS on the remote machine (from the DB
> machine) as part of the script stopping the database. Likewise starting
> ARS just after starting the DB. If they're on the same platform it's a
> bit simpler. If it's not on the same platform, you'll need to figure
> out how to issue commands remotely across platforms.
>
> What platforms are your respective systems on?
> Do you have Tivoli, NetIQ, or any other monitoring systems in place the
> systems?
>
> In our case, we installed a cygwin/SSH server on the Windows app server,
> and can issue commands from the Linux box that way.
>
> Another approach that works is to create a monitor to test the return
> code from TNSPING on the app server to your DB Instance. When it fails,
> stop ARS. When it works (and didn't last time it checked), start ARS.
>
> Hope this helps,
> -Brian
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of James Pifer
> Sent: Monday, March 13, 2006 1:43 PM
> To: arslist@ARSLIST.ORG
> Subject: Should Remedy reconnect to the database if the connection is
> lost and then restored?
>
> We're running ARS 6.x with Helpdesk 4.0.3 on Windows 2000 Server. Our DB
> is Oracle 9i running on another server. We've had problems quite a few
> times on the database server where it either has rebooted or been taken
> down for maintenance. In these instances I have to completely restart
> the Remedy server. I can't even just stop and start the service.
>
> Is this normal or should the Remedy service reconnect to the database
> once it is back up?
>
> Thanks,
> James
>
>
>
> UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
>
>
> UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org


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20060125This posting was submitted with HTML in it

Hi James,
Like Brian has mentioned, the ideal thing to do would be to
monitor the DB and stop the ARS service if the DB is down.

However, if this turns out to be a bit out of reach, you could atleast
make sure that ARS is stopped before the DB is brought up again. This
would ensure that ARS is not using the old connection to the DB. ARS can
then be started once the SQL Listeners are up and running. This should
ensure that ARS works fine.


Regards,
Krishnakumar

On Tue, 14 Mar 2006 05:44:21 +0530, Luke, Brian
wrote:

> James,
> We ran in to this situation as well. Our specific config was
> running Windows app server and Linux DB server.
>
> The best thing to do is to stop ARS on the remote machine (from the DB
> machine) as part of the script stopping the database. Likewise starting
> ARS just after starting the DB. If they're on the same platform it's a
> bit simpler. If it's not on the same platform, you'll need to figure
> out how to issue commands remotely across platforms.
>
> What platforms are your respective systems on?
> Do you have Tivoli, NetIQ, or any other monitoring systems in place the
> systems?
>
> In our case, we installed a cygwin/SSH server on the Windows app server,
> and can issue commands from the Linux box that way.
>
> Another approach that works is to create a monitor to test the return
> code from TNSPING on the app server to your DB Instance. When it fails,
> stop ARS. When it works (and didn't last time it checked), start ARS.
>
> Hope this helps,
> -Brian
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of James Pifer
> Sent: Monday, March 13, 2006 1:43 PM
> To: arslist@ARSLIST.ORG
> Subject: Should Remedy reconnect to the database if the connection is
> lost and then restored?
>
> We're running ARS 6.x with Helpdesk 4.0.3 on Windows 2000 Server. Our DB
> is Oracle 9i running on another server. We've had problems quite a few
> times on the database server where it either has rebooted or been taken
> down for maintenance. In these instances I have to completely restart
> the Remedy server. I can't even just stop and start the service.
>
> Is this normal or should the Remedy service reconnect to the database
> once it is back up?
>
> Thanks,
> James
>
>
>
> UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
>
>
> UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org


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** Of course it would be far better that the AR System service would try to reconnect to the database every x minutes when it can not connect to the database. But I guess this would be an enhancement request.
Shal we all submit this enhancement request?

Regards,
Michiel


On 3/14/06, Krishnakumar wrote:

Hi James,
Like Brian has mentioned, the ideal thing to do would be to
monitor the DB and stop the ARS service if the DB is down.

However, if this turns out to be a bit out of reach, you could atleast
make sure that ARS is stopped before the DB is brought up again. This
would ensure that ARS is not using the old connection to the DB. ARS can
then be started once the SQL Listeners are up and running. This should
ensure that ARS works fine.


Regards,
Krishnakumar

On Tue, 14 Mar 2006 05:44:21 +0530, Luke, Brian < Brian.Luke@SCHWAB.COM >
wrote:

> James,
> We ran in to this situation as well. Our specific config was
> running Windows app server and Linux DB server.
>
> The best thing to do is to stop ARS on the remote machine (from the DB
> machine) as part of the script stopping the database. Likewise starting
> ARS just after starting the DB. If they're on the same platform it's a
> bit simpler. If it's not on the same platform, you'll need to figure
> out how to issue commands remotely across platforms.
>
> What platforms are your respective systems on?
> Do you have Tivoli, NetIQ, or any other monitoring systems in place the
> systems?
>
> In our case, we installed a cygwin/SSH server on the Windows app server,
> and can issue commands from the Linux box that way.
>
> Another approach that works is to create a monitor to test the return
> code from TNSPING on the app server to your DB Instance. When it fails,
> stop ARS. When it works (and didn't last time it checked), start ARS.
>
> Hope this helps,
> -Brian
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of James Pifer
> Sent: Monday, March 13, 2006 1:43 PM
> To: arslist@ARSLIST.ORG
> Subject: Should Remedy reconnect to the database if the connection is
> lost and then restored?
>
> We're running ARS 6.x with Helpdesk 4.0.3 on Windows 2000 Server. Our DB
> is Oracle 9i running on another server. We've had problems quite a few
> times on the database server where it either has rebooted or been taken
> down for maintenance. In these instances I have to completely restart
> the Remedy server. I can't even just stop and start the service.
>
> Is this normal or should the Remedy service reconnect to the database
> once it is back up?
>
> Thanks,
> James
>
>
>
> UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
>
>
> UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org


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20060125This posting was submitted with HTML in it

**

Michiel:

I would not like this feature. Why? Because there is a retry limit in the ar.conf file. This forces the arserverd process on Unix and arserver.exe programs to terminate whenever the database fails. This is a safety feature that prevents certain actions from happening. However, this does not always happen and if users are logged in when the database fails can cause miscommunications. What I would like to see is a fix for a long standing problem and that is the error message generation process. If you cannot communicate with the database, then the error message should state so like this:

"The Remedy Action Request Server cannot communicate with its associated database. Please advise the Remedy Administrator of this difficulty" rather than the cryptic ARERR 91/92/93/94 stuff. This would provide more information than I need in order to fix the problem. This information and what the user was doing at the time will suffice.

If communications is lost with the database, a constantly bouncing ARS process/program would be more frustrating to my users than a dead system.

James McKenzie

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]On Behalf Of Michiel Beijen
Sent: Tuesday, March 14, 2006 6:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Should Remedy reconnect to the database if the connection is lost and then restored?


** Of course it would be far better that the AR System service would try to reconnect to the database every x minutes when it can not connect to the database. But I guess this would be an enhancement request.

Shal we all submit this enhancement request?

Regards,
Michiel


On 3/14/06, Krishnakumar wrote:
Hi James,
Like Brian has mentioned, the ideal thing to do would be to
monitor the DB and stop the ARS service if the DB is down.

However, if this turns out to be a bit out of reach, you could atleast
make sure that ARS is stopped before the DB is brought up again. This
would ensure that ARS is not using the old connection to the DB. ARS can
then be started once the SQL Listeners are up and running. This should
ensure that ARS works fine.


Regards,
Krishnakumar

On Tue, 14 Mar 2006 05:44:21 +0530, Luke, Brian < Brian.Luke@SCHWAB.COM>
wrote:

> James,
> We ran in to this situation as well. Our specific config was
> running Windows app server and Linux DB server.
>
> The best thing to do is to stop ARS on the remote machine (from the DB
> machine) as part of the script stopping the database. Likewise starting
> ARS just after starting the DB. If they're on the same platform it's a
> bit simpler. If it's not on the same platform, you'll need to figure
> out how to issue commands remotely across platforms.
>
> What platforms are your respective systems on?
> Do you have Tivoli, NetIQ, or any other monitoring systems in place the
> systems?
>
> In our case, we installed a cygwin/SSH server on the Windows app server,
> and can issue commands from the Linux box that way.
>
> Another approach that works is to create a monitor to test the return
> code from TNSPING on the app server to your DB Instance. When it fails,
> stop ARS. When it works (and didn't last time it checked), start ARS.
>
> Hope this helps,
> -Brian
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of James Pifer
> Sent: Monday, March 13, 2006 1:43 PM
> To: arslist@ARSLIST.ORG
> Subject: Should Remedy reconnect to the database if the connection is
> lost and then restored?
>
> We're running ARS 6.x with Helpdesk 4.0.3 on Windows 2000 Server. Our DB
> is Oracle 9i running on another server. We've had problems quite a few
> times on the database server where it either has rebooted or been taken
> down for maintenance. In these instances I have to completely restart
> the Remedy server. I can't even just stop and start the service.
>
> Is this normal or should the Remedy service reconnect to the database
> once it is back up?
>
> Thanks,
> James
>
>
>
> UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
>
>
> UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org


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20060125This posting was submitted with HTML in it

20060125This posting was submitted with HTML in it