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ARS 9.1 AR System Archive Manager Console Fails to export and create CSV file

This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


PRODUCT:

Remedy AR System Server


COMPONENT:

AR System


APPLIES TO:

ARS 9.x




DETAILS:

STEPS TO REPRODUCE:

> Open AR System Archive Manager Console
> Select a policy
> Select Operation : Export
> Add Age in Days
> Click on Export
> Go to form : Archived Data Management
> Make a search you will find Status as Failed

ACTUAL RESULTS:

In Archived Data Management form status is failed
Folder is created in DB folder but no file exist, no csv file created

EXPECTED RESULTS:
csv file should be created,

This has been Reported as a Defect : Defect: SW00533809,

This Defect is tentatively targeted in ARS 9.1.SP4, you can track the Defect status on our support site,
 


Article Number:

000141154


Article Type:

Product/Service Description



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Set Custom Error Message in Error Handler filter

Hi together,

 

I need to report a custom error message for Push Fields in Filter (If Any Requests Match) – Display ‘Any Match’ Error.

However according to description in Documentation:

If the outer error handler does not have its own error handler or if its error handler does not handle the error, the remaining If actions of the outer error handler are not run, the error information for the error in the If actions is added to the error stack below the original error,

 

So I call my Error Handler Filter with

     Run If: $ERRNO$=8029

     If Action: Message Error (nice text).

 

But this is added to the original long error message of 8029. How can I proceed to send back only my nice text as error message ?

 

thanks a lot

Marek

In the arerror.log, the following error occurs: ‘Entry does not exist in the database. (ARERR 302)’ or ‘Missing data in the SQL Database. (ARERR 556)

This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


PRODUCT:

Remedy AR System Server




PROBLEM:

 

   
   In the arerror.log, the following error occurs: ‘Entry does not exist in the database. (ARERR 302)’ or  ‘Missing data in the SQL Database. (ARERR 556) 

  

 



SOLUTION:

 

Legacy ID:KA289886

  

   

The above errors usually affect the stability of AR Server. (ARERR 556) is found in the arerror.log when Data that is expected to be found in the Database cannot be found. This error is usually caused by data missing in an associated table to the base data table.

   

(ARERR 302) is found in the arerror.log when no entry exists in the database with the request ID you specified.

   

 

    I am attaching the scripts (one for SQL and one for Oracle) and also a word document that has the workaround for all the different scenarios that one can run into after running the script. Basically the word document has information on how to fix each one of them.

  

Attachments  

     
  • Orphan Script Output.doc

  

Attachments  

  

Attachments  

  

 

  

Field Observations:

  

The sql script runs without any problems if the ITSM 7 is not installed.

  
Related Products:  

     
  1. BMC Remedy AR System Server

 


Article Number:

000110988


Article Type:

Solutions to a Product Problem



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(INTRNAL)MidTier version 9.x compatiblity with Tomcat version 8.x/9.x

This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


PRODUCT:

Remedy AR System Server


COMPONENT:

AR System Mid Tier


APPLIES TO:

Remedy AR Mid Tier 9.x




PROBLEM:

We would like to upgrade OOTB Tomcat product version 7.x shipped with MidTier to Tomcat version 9.x since there are security issues found in Tomcat side.
Is Tomcat version 9.x compatible with AR Server version 9.x.
 



SOLUTION:

Our OOTB Tomcat product version shipped with MidTier is 7.0 patch 59. This Tomcat version string has been validated by our product quality team before the product is released.

For Tomcat version 9.x, this version string is not tested by our product quality team. There would be potential issues found on Tomcat version 9.x with AR Server version 9.x. A known issue is that unable to open CMDB Console on Tomcat version 9.x, receive “Plugin not initialized error”

AR Server 9.x is not compatible with Tomcat version 9.x


Article Number:

000134401


Article Type:

Solutions to a Product Problem



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Replacing Remedy App server and Midtier server with new servers

Hi,

 

We are planning to replace Remedy app server and midtier server with new servers. Here is our Environment details

 

We have one app server and one midtier server

 

ARS/ITSM 9.0.01

Midtier 9.0.01

 

I would like to understand what are changes that i need to perform in the new set of Remedy AR server and Midtier server. Should i do fresh installation of AR server server and midtier server and repointing it to the old database or i should just clone the two servers and connect those with database servers

 

Please provide your valuable inputs

 

Thanks in advance

lufog

Spaces in the HTTP content header cause HTTP 500 errors

This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


PRODUCT:

Remedy AR System Server


COMPONENT:

AR System Mid Tier


APPLIES TO:

Midtier 8.1.02 with May 14 2015 hotfix or earlier




PROBLEM:

 

Symptoms:
Users are getting HTTP 500 errors.  – error message being received is an HTTP/1.1 500 ‘Internal Server Error’.
Users are trying to access the midtier via a reverse proxy 

Detection:
This is from the reverse proxy “error” log: 
[Wed Aug 23 12:45:52 2017] [error] [client <ip address>] Response header name ‘Compression Index’ contains invalid characters, aborting request, referer: https://midtier/arsys/ 

***Note: The “invalid characters” are most likely the space between ‘Compression’ and ‘Index’. 

  

Cache-Control: public,max-age=86400 
Content-Length: 19623 
Content-Type: text/html;charset=UTF-8 
Content-Encoding: gzip 
Expires: Thu, 24 Aug 2017 20:03:42 GMT 
Last-Modified: Wed, 23 Aug 2017 14:05:08 GMT 
Server: Microsoft-IIS/7.5 
Set-Cookie: JSESSIONID=C42E…..C7B; Path=/arsys;HttpOnly; 
Set-Cookie: MJUID=117…20; Path=/arsys 
Set-Cookie: G=”ff…….3fe:-7fde”; Version=1; Max-Age=86400; Expires=Thu, 24-Aug-2017 20:03:42 GMT; Path=/arsys 
Set-Cookie: st=3600; Path=/ 
Set-Cookie: lt=60; Path=/ 
Set-Cookie: q=””; Expires=Thu, 01-Jan-1970 00:00:10 GMT; Path=/ 
Compression Index: 1 
X-Powered-By: ASP.NET 
Date: Wed, 23 Aug 2017 20:03:41 GMT

 



CAUSE:

Filed as defect SW00473520



SOLUTION:

 

This is fixed in Midtier 8.1.02 latest hotfix which is dated Nov 24, 2016.

  
  

 


Article Number:

000039360


Article Type:

Solutions to a Product Problem



  Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles

REST API – Start here

This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


PRODUCT:

Remedy AR System Server


APPLIES TO:

AR server 9x




DETAILS:

 


Architecture

  

 
AR server has a Jetty server that will receive REST API calls. AR server will need one or 2 more ports to receive http /https requests.  
The Jetty server used in AR server is an embedded version, hence it is trimmed down to the bare minimal to address these requests.Once Jetty receives a request it will translate into an API Call (create Entry, set entry, etc). Filters on AR server will trigger in the same way as with any other API call  
  User-added image 
The authentication mechanism requires a single step to gather a token that will time out (no matter what).This token should be retrieved to be able to make subsequent requests  
eg. Authenticate, get token, then create entry using the token.  
 
Login process depicted here:    https://docs.bmc.com/docs/display/public/ars91/Login+information 
For a broader description of architecture and features    https://docs.bmc.com/docs/display/public/ars9000/BMC+Remedy+AR+System+REST+API+overview

   

How to turn it on

  

  By default the initial configuration would not work, changes are required.The basic change would be to use the attached sample configuration It includes a self signed certificate, and a jetty-selector.xml file that will open both http and https ports. Note that valid certificates should be created for production usage as this certificate was created for a BMC testing machine  
 
Manual procedure is located here:    https://docs.bmc.com/docs/display/public/ars91/Configuring+the+REST+API 
Manual process depicted on video here    https://www.youtube.com/watch?v=mKvQpAQ5iOo&feature=youtu.be 
 
Using the sample configuration will save some steps  
To use the sample https configuration and keystore 

  

     
  1. Make a backup of jetty-seletor.xml
  2.  

  3. Copy the zip file contents into C:\Program Files\BMC Software\ARSystem\jetty\etc
  4.  

  5. Restart AR Server

  

What is postman

  

  Postman is an http client focused on building and executing REST API calls in JSON format. BMC uses it heavily to demonstrate features, but it is just a testing / debugging client. 

  

Besides being a client for testing are there any best practices while using postman?

  

  Yes, the main recommendation is to use “environments” and “collections”, environments will save variables for reuse like: jwt tokens, server names, ports.  ”Collections” will save request which can get complex.  
KB How to use Collections and Environments on postman:    https://selfservice.bmc.com/casemgmt/sc_KnowledgeArticle?sfdcid=  000128813

Can postman do every operation supported by REST API on AR server ?

  

 
No, uploading attachments is the major limitation. Java, javascript and other sample codes are available to perform this task  
  KB How to send attachments via the Remedy REST API: https://selfservice.bmc.com/casemgmt/sc_KnowledgeArticle?sfdcid=000131309 
  

  

How to gather evidence on REST API activity

  

How to enable a separate log for REST API, what will be displayed (including API SQL and filter logs) ? 

  

KB How to create REST API and Jetty specific log https://selfservice.bmc.com/casemgmt/sc_KnowledgeArticle?sfdcid=000133102

  

Is jetty opening ports?

  

On any browser access http://arserver:unsecureRESTPort/ and https://arserver:secureRESTPort/
In both cases browser would display a 404 error . that means the port is open and listening
Further reference:
                https://docs.bmc.com/docs/display/ars9000/Operations+on+entry+objects
 

  

Frequent Questions

  

Can AR server consume 3rd party REST API services?
No, for the time being only publishing form AR server is in the product scope

How can I consume AR server REST API from browser code? 
There are 2 current options
a. Install an http proxy like j2ep  Setting a proxy in tomcat, that will bypass the CORS problem
b. Install an http server on jetty 
Both options work but are unsupported.

Either of these options will remove the CROSS-Origin problem (browser security feature) and then you can use this KB to call AR server REST API from eg: midtier
http:// https://selfservice.bmc.com/casemgmt/sc_KnowledgeArticle?sfdcid=000129562 

When a vulnerability is found on REST APi ports, how can I change or configure Ciphers?
The jetty-selector.xml file attached to this article has been reviewed (Aug 23rd) to comply with OWASP recommendations. https://www.owasp.org/index.php/Securing_tomcat
This sample configuration adds 

                <Set name=”ExcludeCipherSuites“>
                    <Array type=”java.lang.String”>       
                         <Item>TLS_ECDHE_ECDSA_WITH_3DES_EDE_CBC_SHA</Item>
                         <Item>TLS_ECDHE_RSA_WITH_3DES_EDE_CBC_SHA</Item>
                         <Item>SSL_RSA_WITH_3DES_EDE_CBC_SHA</Item>
                         <Item>TLS_ECDH_ECDSA_WITH_3DES_EDE_CBC_SHA</Item>
                         <Item>TLS_ECDH_RSA_WITH_3DES_EDE_CBC_SHA</Item>
                         <Item>SSL_DHE_RSA_WITH_3DES_EDE_CBC_SHA</Item>
                         <Item>SSL_DHE_DSS_WITH_3DES_EDE_CBC_SHA</Item>
                         <Item>TLS_ECDH_anon_WITH_3DES_EDE_CBC_SHA</Item>
                         <Item>SSL_DH_anon_WITH_3DES_EDE_CBC_SHA</Item>
                         <Item>SSL_RSA_WITH_DES_CBC_SHA</Item>
                         <Item>SSL_DHE_RSA_WITH_DES_CBC_SHA</Item>
                         <Item>SSL_DHE_DSS_WITH_DES_CBC_SHA</Item>
                         <Item>SSL_DH_anon_WITH_DES_CBC_SHA</Item>
                         <Item>SSL_RSA_EXPORT_WITH_DES40_CBC_SHA</Item>
                         <Item>SSL_DHE_RSA_EXPORT_WITH_DES40_CBC_SHA</Item>
                         <Item>SSL_DHE_DSS_EXPORT_WITH_DES40_CBC_SHA</Item>
                         <Item>SSL_DH_anon_EXPORT_WITH_DES40_CBC_SHA</Item>
                         <Item>TLS_KRB5_WITH_3DES_EDE_CBC_SHA</Item>
                         <Item>TLS_KRB5_WITH_3DES_EDE_CBC_MD5</Item>
                         <Item>TLS_KRB5_WITH_DES_CBC_SHA</Item>
                         <Item>TLS_KRB5_WITH_DES_CBC_MD5</Item>
                         <Item>TLS_KRB5_EXPORT_WITH_DES_CBC_40_SHA</Item>
                         <Item>TLS_KRB5_EXPORT_WITH_DES_CBC_40_MD5</Item>
                    </Array>
                </Set>

  

 

  

 

 


Article Number:

000134172


Article Type:

Product/Service Description



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