Archive for November, 2009

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Common Database Issues and Solutions with BMC Remedy AR Server

November 18th, 2009

These are general database related issues faced by Remedy Admins/Developers

1) Cannot access database files

Issue: When starting the AR System server, you receive a message stating that one or more files cannot be accessed. The server will not start if an important configuration file is missing.

Solution: First, check that you are running as the user who installed the AR System, usually root. The database files are owned by this user to protect them from unauthorized access. The AR System server must be run as this user to be able to access these files.

If you are running as the correct user, check the file /etc/ar.conf for UNIX or\<ar_install_dir>\conf\ar.cfg for Windows NT. It should contain an entry beginning withServer-directory: followed by the full path name to the AR System database directory (for example, /<ar_install_dir>/db). If this is not correct, change the path name and restart the server.

If you are the correct user and the path name is correct, check to see if the file that is mentioned in the error message exists (maybe it was accidentally deleted). If the file is missing, restore it from a file backup. Remember, no one should delete any files in this database directory. The AR System creates and deletes the files as appropriate based on operations within the AR System.

If the file exists, check the permissions on the file to make sure that it is readable and writable by the current user. Again, no one should modify or change any of the files in this database directory. The AR System updates and manages these files as appropriate based on operations within the AR System.

2) Cannot access the SQL database

Issue: At start-up, you get a message stating that the server cannot access the SQL database. If it cannot access the database, the server will not start.

Action: First, if you are using the UNIX AR System, check that you are running as the user who installed the AR System, usually root. You must always run the server as the user who installed the AR System files.If you are running as the correct user, look in the file /etc/ar.conf for UNIX or\<ar_install_dir>\conf\ar.cfg for Windows NT. It should contain an entry beginning with Dbhome-directory: followed by the full path name to the home directory of the SQL database (for example, /usr/sybase). If this is not correct, change the path name and restart the server.

If you are the correct user and the path name is correct, check the other settings in the UNIX/etc/ar.conf or Windows NT \<ar_install_dir>\conf\ar.cfg file to make sure that they are correct for your database. The labels and settings are specific to the database you are using. In general, you should set all of the environment variables that you need before starting any interactive tool that accesses the database. If these are not set correctly, correct them as needed.

3) SQL database full (SQL database)

Issue: The space allocated to the database system (either for the data or transaction log) has been filled.

Action: You can use the ALTER command in the database system to allocate additional space. For more information, see the documentation that came with your database.

Delete ARs which you no longer need and do not need to access in the future.

Archive older ARs that you do not currently need, but may need in the future. You can use the User Tool to find ARs that you can archive (for example, you can query for all ARs closed over 6 months ago). Then, use the Report option and choose the AR Export format. This exports all of the ARs that matched the query criteria into a file that is compatible with the arcopy program. Using the arcopyprogram and this file, you can restore these ARs at a later date, if needed.

Source: sun.com

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RIP – ITIL V2

November 16th, 2009

ITIL V2

Information Technology Infrastructure Library Version 2 is going down on 30 June 2010

Here is the brief note posted on OGC site:

“In June 2009 OGC announced that itSMF International 1 were undertaking a survey of the IT Service Management community to seek views on the uptake of ITIL version3 and the need to retain ITIL version2.

The survey had over 1300 responses, with a broad range of organisations providing a cross-representation of views from the community. There are some clear messages in the survey report:

  • English versions of products need to be in the market to the end.
  • Overall, less than 8% suggested version2 qualifications need to be available for more than 2 years (from the date of the survey).

OGC has considered these findings alongside its own requirements for the maintenance of the ITIL product set, and agreed that:
a. Withdrawal will be product based, with all language variants for individual qualifications and publications being removed at the same time.
b. Removal of version2 will complete on 30 June 2011. Specific product withdrawal will be as follows:

  • V2 Foundation to cease 30 June 2010
  • V2 Manager to cease 31 August 2010
  • V2 Practitioner to cease 31 Dec 2010
  • Foundation Bridge to cease 31 Dec 2010

All of the above will be available for re-sits until 30 June 2011

  • Manager Bridge to cease 30 June 2011
  • Service Support and Service Delivery publications will be removed on 30 June 2011. Though in the later period these may only be available as ‘print on demand’ or in electronic formats.
  • Continued availability of all other version2 publications will be considered on a case by case basis as they come up for reprint, with all being removed no later than 30 June 2011.

OGC recognises that the version3 intermediate examinations are not a ‘like for like’ replacement of version2 Manager and Practitioner exams and that it may not be relevant to produce all intermediate exams in all language variants. The range of language support for each exam will be decided based on local knowledge. In particular there will be consultation with the local itSMF Chapter to assist in confirming the optimal order for translation of specific intermediate exams to meet those local needs.

This approach for the withdrawal of ITIL version2 was announced at the itSMF International Chapter Leaders Council in October 2009.“

Source: http://www.ogc.gov.uk/itil_ogc_withdrawal_of_itil_version2.asp

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