Connecting to ARS Remedy system using BMC ODBC

kyle_cook · May 12, 2011 1:53PM

Hi,

I have just started to trial this software and it looks pretty good, one substantial problem for me though is that the tool is unable to successfully read a dataset using BMC's ODBC connector. Why do I need this? Well the BMC ODCB driver does a fantastic job of translating the mess that is the Remedy database, it handles all the date conversions and derived table links.

What I am actually experiencing:

When running through the data manager and you test connection with the BMC ODBC it says Connection OK although it shows an error on the select tables line, if you use custom SQL and perform a test you get told how many results and columns your query returns - great, when you try to execute to retrieve the data the application just hangs and never retrieves any date.

Anyone experienced this or know of a solution? I'm open to the suggestion that I might be doing something wrong, although it seems to work perfectly with Crystal Reports :-)

steve · May 13, 2011 2:13AM

There appear to be two problems - the error retrieving the list of tables, and the hanging whilst retrieving data.

For the first, please click the red "Database error" to see the details. If you get an error report, please submit it, labelling it "Remedy error 1" and posting here to confirm. If not, you may need to enable "Settings > Advanced > Miscellaneous > Report database errors as bugs" before reproducing the error. Turn the setting back off after reporting.

For the second, we will need direct access to the problem in order to resolve it most quickly:
- ideally, a copy of the ODBC driver and direct or securely tunnelled access to a test database, if possible
- alternatively, a local installation of Remedy, with the ODBC driver and some test data; we may need your contact at Remedy to give us the software for test purposes.

If this isn't possible, we will need to perform a much slower back-and-forth set of tests with customised installers. To begin, send us a hang diagnosis - see here: http://www.visokio.com/kb/hangdiagnosis. Please send this as a private message to myself via the Inbox link at the top of this page. Also submit an error report (Help > Error report) labelled "Remedy error 2" at the same time.

steve · May 16, 2011 7:39AM

We received your "unresponsive application" report entitled "Connect to a database using BMC's ODBC connector for Remedy". However this isn't quite what I was looking for. Please follow my above posting carefully - I'm looking for an error report for the red "Database error" issue, and also the "hang diagnosis" generated when importing custom sql hangs. It would also be good to be put in touch with your Remedy contact.

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