10 Replies Latest reply on Sep 6, 2016 8:22 AM by Raghavendra Mudagallu

    Remedy ITSM 9.1.01 Setup - Approval Issue (ar.lck.390608)

    Raghavendra Mudagallu
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      Hi All,

       

      Did anyone face issues with Remedy ITSM 9.1.01 set up?

       

      We have done the fresh setup in our DEV and QA Boxes but we are seeing the issue with Approvals. File ar.lck.390608 which is needed for approvals to work is not being generated.

       

      We are following up with the BMC on this and applied lot of suggested config changes but that is not helping us.

       

      Regards,

      Raghu

        • 1. Re: Remedy ITSM 9.1.01 Setup - Approval Issue (ar.lck.390608)
          Raghavendra Mudagallu

          We didn't faced any issues during installation for all the components.

          • 2. Re: Remedy ITSM 9.1.01 Setup - Approval Issue (ar.lck.390608)

            Make sure your plugin loopback RPC is set.  Default is 390626.

            AR System Administration > Server information > Ports and Queues.

            On one install we found it missing.

             

            Plugin Loopback RPC Socket

            The Plugin Loopback RPC Socket field creates a private queue for all loopback calls from the plug-in server, regardless of which plug-in application initiates the call. If this value is set and the Private AR Server RPC Socket field is not set, the Plug-in server uses this queue for BMC Remedy Approval Server loopback calls. In other words, BMC Remedy Approval Server shares this queue with other plug-in applications, but not with BMC Remedy AR System users.

            This setting appears in the BMC Remedy AR System server configuration file with the label Plugin-Loopback-RPC-Socket.

             

            Note

             

            The Plugin Loopback RPC Socket field of the Server Settings dialog box controls the same setting as the Plugin Loopback RPC Program Number field on the Ports and Queues tab of the AR System Administration: Server Information form.

             


            If the Plugin Loopback RPC Program Number is already defined for the BMC Remedy AR System server, enter the same RPC number in the Plugin Loopback RPC Socket field of the Server Settings window. If this queue is not already defined for the server, it will appear in the Server Information dialog box, on the Server Ports and Queues tab, after you enter it in the Server Settings dialog box.

            For more information about defining server ports and queues, see Setting ports and RPC numbers.

            • 3. Re: Remedy ITSM 9.1.01 Setup - Approval Issue (ar.lck.390608)
              Raghavendra Mudagallu

              Hi Brian,

               

              This setting already exists in both DEV and QA Box. PFB snapshotPlugin Loopback RFC Program Number.png

              Also we are able to see the below entry in the ar.cfg file:

              Plugin-Loopback-RPC-Socket: 390626

               

              Anything else to be cheked?

               

              Reagards.

              Raghu

              • 4. Re: Remedy ITSM 9.1.01 Setup - Approval Issue (ar.lck.390608)
                Sidhdesh Punaskar

                share the config files ar.cfg, armonitor pluginsvr_config.xml

                • 5. Re: Remedy ITSM 9.1.01 Setup - Approval Issue (ar.lck.390608)
                  Raghavendra Mudagallu

                  Hi Sidhdesh,

                   

                  PFA configuration files from our DEV Box.

                   

                  We were looking at the last comment of the threadChange Request not moving to next status/Phase .

                  *****************COMMENT**********************************************************************************************************************************************************

                  Check whether you have ar.lck.390608 file under you <ARS install directory>/db.

                  This lock file is responsible for processing the application pending records with respect to approval.

                   

                  If the lock file is not there, check you have arappove library file details are availble in ar.cfg/ar.conf file like given below:

                  C:\Program Files\BMC Software\ARSystem\approval\bin\arapprove.dll

                   

                  If not, add the library file details and restart your arserver. Check whether application pending records are getting processed and check whether your issue is getting resolved.

                  *****************COMMENT**********************************************************************************************************************************************************

                   

                  The mentioned dll file was not there and we added the dll file from the present 7.6.03 PROD env to our 9.1.01 DEV env and added the Plugin in the ar.cfg file. Later restarted the service but didn't help

                   

                   

                  Regards,

                  Raghu

                  • 6. Re: Remedy ITSM 9.1.01 Setup - Approval Issue (ar.lck.390608)
                    Sidhdesh Punaskar

                    as per the config in ar.cfg

                    Server-Plugin-Alias: ARSYS.ARDBC.PREVIEW ARSYS.ARDBC.PREVIEW DLBMCDEVARS1V.jdadelivers.com:9800

                     

                    the approval engine is running on secondary plugin instance 9800 and not default 9999.

                     

                    When did you make this change? generally we do this for performance improvement.

                     

                    Also there is no entry exists for ARSYS.ARDBC.PREVIEW in pluginsvr_config.xml file.

                     

                    Please add the corresponding entry from working environment.

                     

                    Check below doc for more reference.

                     

                    Configuring BMC Remedy Approval Server with a separate plug-in server instance - BMC Remedy Action Request System 9.1 - …

                     

                    I could not find the entry where we need to remove the #

                    #"C:\Program Files\Java\jre7\bin\java" -Xmx256m -Djava.net.preferIPv4Stack=true -Djava.net.preferIPv6Addresses=false -classpath "C:\Program Files\BMC Software\ARSystem\approval\bin;C:\Program Files\BMC Software\ARSystem\pluginsvr\arpluginsvr90_build001.jar;C:\Program Files\BMC Software\ARSystem\approval\bin\arasj90_build001.jar;C:\Program Files\BMC Software\ARSystem\arserver\api\lib\arcmnapp90_build001.jar;C:\Program Files\BMC Software\ARSystem\approval\bin\armaskingImpl90_build001.jar;C:\Program Files\BMC Software\ARSystem\arserver\api\lib\log4j-1.2.14.jar" com.bmc.arsys.pluginsvr.ARPluginServerMain -x "vw-pun-rem-qa63" -i "C:\Program Files\BMC Software\ARSystem" -m

                     

                    Sidhdesh

                    • 7. Re: Remedy ITSM 9.1.01 Setup - Approval Issue (ar.lck.390608)
                      Raghavendra Mudagallu

                      Hi Sidhdesh,

                       

                      Below Parameter was changed from

                      Server-Plugin-Alias: ARSYS.ARDBC.PREVIEW ARSYS.ARDBC.PREVIEW DLBMCDEVARS1V.jdadelivers.com:9999 to

                      Server-Plugin-Alias: ARSYS.ARDBC.PREVIEW ARSYS.ARDBC.PREVIEW DLBMCDEVARS1V.jdadelivers.com:9800 by BMC for fixing.

                       

                      The entry for ARSYS.ARDBC.PREVIEW in pluginsvr_config.xml is removed by BMC as per the thread which is shared by you

                      Open the pluginsvr_config.xml file in the ARSystemInstallDir/pluginsvr directory and modify as follows:

                      1. Remove the following entries for the ARSYS.ARDBC.PREVIEW plug-in:

                         

                        <!-- Class which puts the Signal Masking in place for Plugin Server--><plugin><name>ARSYS.ARDBC.PREVIEW</name><pathelement type="location">C:/Program Files/BMC Software/ARSystem/approval/bin/arasj90_build001.jar</pathelement><classname>com.bmc.arsys.approval.main.ApprovalPlugin</classname><pathelement type="location">C:/Program Files/BMC Software/ARSystem/arserver/api/lib/arcmnapp90_build001.jar</pathelement><pathelement type="location">C:/Program Files/BMC Software/ARSystem/arserver/api/lib/arutil90_build001.jar</pathelement></plugin>

                         

                       

                      Is  there any entry that is missed in armonitor.cfg file (where you are referring by #)?

                       

                      And are we need to maintain the changes that we done as per the below thread:

                      Change Request not moving to next status/Phase .

                       

                       

                      Regards,

                      Raghu.

                      • 8. Re: Remedy ITSM 9.1.01 Setup - Approval Issue (ar.lck.390608)
                        Sidhdesh Punaskar

                        The arapprove.dll file is only related to 7604 version and not 8.1 onwards.

                        • 9. Re: Remedy ITSM 9.1.01 Setup - Approval Issue (ar.lck.390608)
                          Sidhdesh Punaskar

                          I think the steps are correct. As per doc I was seaching with 90_build but you have 91 build.

                          • 10. Re: Remedy ITSM 9.1.01 Setup - Approval Issue (ar.lck.390608)
                            Raghavendra Mudagallu

                            Hi All,

                             

                            After checking with BMC, we got to know the 32 bit java is pointed in the armonitor.cfg file. So we corrected that and pointed to 64 bit java for all the processes and the ar.lck.309608 file got generated.

                            After correcting the setting, Change worked fine and the approvals.

                             

                            Changed From:

                            D:\jre180_66_x86\bin\java

                            Changed To:

                            D:\jre180_66x64\bin\java

                             

                            Regards,

                            Raghu