I am trying to use the Remedy windows clients over a VPN connection from
home to my office network without much success. I am using Windows NT 4.0 on
both the server and client machines and PPTP. Our AR System server is
sitting behind a PIX firewall (v4.2).

Using the path, User Tool/Begin a Task/Help desk new (webEntry view), when a
menu selection is attempted I get the message,

"ARERR [90] Cannot establish a network connection to the AR System server :
rizzo.fc.com : RPC: Rpcbind failure - RPC: Timed out"

Only search menus are affected (category/type/item, region/site/department,
assigned to individual+, assigned to group+). The menus not affected are,
status, source, case type, pending, escalated, closure code, urgency,
confirm resolution). name entered into login name+ successfully
fills the name+ field. Manual field entry does achieve a successful
submission and a search for help desk cases is successful. Changes in our
network have resulted in the temporary use of hard addressing (specifying
literal IPs). I wonder if this could also be an issue seeing that the error
message includes "rizzo.fc.com" (our server name)? What I still don't
understand, however, is why I am able to successfully login using the User
Tool, load a form, and submit a new request if I manually enter the required
fields, but the program has problems communicating with the server in the
above instances.

If anyone has successfully used a VPN connection to use the User Tool,
Administration Tool, and/or the desktop shortcuts for the Client
Applications (requester, support, manager), I'd be interested in finding out
the particulars of your configuration.

Thank you in advance for any assistance anyone can offer and GOD Bless.

Richard S. Green
Applications Developer/
Remedy Administrator
fc.com, Inc.
1 Federal Street, Bldg. 111
Springfield, MA 01105-1160
Tel. (413) 733-7333
Fax (413) 733-7725

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Thanks for the reply. I tried your idea of using a hosts file on the server
and I am now able to successfully use the user tool over the VPN. But I
still can't use the help desk support client, or any of the other 'role'
clients for that matter. This includes not being able to use the
configuration manager. The user tool loads fine, but I still get the
infamous ARERR 91 when the program tries to load the application. Remedy
tech support says that they are aware of the issue and have their engineers
working on a fix. My workaround, for the time being anyway, is to load the
individual forms directly from begin a task.

Thanks for the help and GOD Bless.

Richard S. Green
Applications Developer/
Remedy Administrator
fc.com, Inc.
1 Federal Street
Bldg. 111, 3rd Floor
Springfield, MA 01105-1160
Tel (413) 733-7333
Fax(413) 733-7725

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