Dear Listers,
Environment :
MidTier : Windows 20003 Standard Edition SP1 ---- 6.3 Patch 18
ARS Server : ARS 6.3 patch 14
Jsp Engine : Servlet Exec 5.0 ISAPI
Web Server : IIS 6.0
Problem :
We have a custom SSO implemented for our environment, SSO
works fine and the logged in user gets authenticated via the SSO plugin, the
logged in user is able to submit tickets as well, however when he tries to
modify a Helpdesk ticket he gets an error message saying Invalid password or
authentication string for an existing user. This happens only for the
Helpdesk form, the same user can modify other non ITSM forms without any
problems. On further research of the problem I found that on Modify of the
Helpdesk form two API calls are made AREANeedToSyncCallback and
AREAVerifyLoginCallback. During the process of calling the
AREAVerifyLoginCallback function on Modify the default Auth String is being
passed as empty. I would really appreciate if anybody could give their
valuable insights on this problem. Appreciate all the help and support.
Thanks a lot
Example of the User getting authenticated with SSO.
<PLGN> <TID: 002332> <RPC ID: 0000002568> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:42:17.5850 */ +VL AREAVerifyLoginCallback --
user rvarghes
<PLGN> <TID: 002332> <RPC ID: 0000002568> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:42:17.5850 */ <AREA.SSO> <INFO> Username:
<PLGN> <TID: 002332> <RPC ID: 0000002568> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:42:17.5850 */ <AREA.SSO> <INFO> rvarghes
<PLGN> <TID: 002332> <RPC ID: 0000002568> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:42:17.5850 */ <AREA.SSO> <INFO> Network
Address:
<PLGN> <TID: 002332> <RPC ID: 0000002568> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:42:17.5850 */ <AREA.SSO> <INFO> 10.30.62.131
<PLGN> <TID: 002332> <RPC ID: 0000002568> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:42:17.5850 */ <AREA.SSO> <INFO> Auth String:
<PLGN> <TID: 002332> <RPC ID: 0000002568> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:42:17.5850 */ <AREA.SSO> <INFO>
Qk1DIFJlbWVkeSBBUlN5c3RlbQ==
<PLGN> <TID: 002332> <RPC ID: 0000002568> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:42:17.5850 */ <AREA.SSO> <INFO> User logging
in from a matching Authentication String and Mid-Tier IP:
<PLGN> <TID: 002332> <RPC ID: 0000002568> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:42:17.5850 */ <AREA.SSO> <INFO> 10.30.62.131
<PLGN> <TID: 002332> <RPC ID: 0000002568> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:42:17.5850 */ <AREA.SSO> <INFO> User passed
AREA SSO authentication. Login
Success
Example of the same User not getting authenticated with SSO On Modify of
heldpesk Ticket.
<PLGN> <TID: 002332> <RPC ID: 0000002568> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:42:17.5850 */ -VL OK
<PLGN> <TID: 002332> <RPC ID: 0000002570> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:44:14.1940 */ +NS AREANeedToSyncCallback
<PLGN> <TID: 002332> <RPC ID: 0000002570> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:44:14.1940 */ -NS OK -- 0
<PLGN> <TID: 002332> <RPC ID: 0000002572> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:44:14.3040 */ +VL AREAVerifyLoginCallback --
user rvarghes
<PLGN> <TID: 002332> <RPC ID: 0000002572> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:44:14.3040 */ <AREA.SSO> <INFO> Username:
<PLGN> <TID: 002332> <RPC ID: 0000002572> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:44:14.3040 */ <AREA.SSO> <INFO> rvarghes
<PLGN> <TID: 002332> <RPC ID: 0000002572> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:44:14.3040 */ <AREA.SSO> <INFO> Network
Address:
<PLGN> <TID: 002332> <RPC ID: 0000002572> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:44:14.3040 */ <AREA.SSO> <INFO> 10.30.62.131
<PLGN> <TID: 002332> <RPC ID: 0000002572> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:44:14.3040 */ <AREA.SSO> <INFO> Auth String:
<PLGN> <TID: 002332> <RPC ID: 0000002572> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:44:14.3040 */ <AREA.SSO> <INFO>
<PLGN> <TID: 002332> <RPC ID: 0000002572> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:44:14.3040 */ <AREA.SSO> <INFO> User did not
provide a valid Authentication String.
<PLGN> <TID: 002332> <RPC ID: 0000002572> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:44:14.3040 */ <AREA.SSO> <INFO> User NOT
logging in from Mid-Tier IP Address.
<PLGN> <TID: 002332> <RPC ID: 0000002572> <Queue: AREA > <Client-RPC:
390695> /* Tue Jan 09 2007 05:44:14.3040 */ <AREA.SSO> <INFO> User did not
pass AREA SSO authentication
Mid Tier Log for the same user on modification of the helpdesk ticket
Jan 10, 2007 1:52:31 AM - FINE (com.remedy.midtier.PERFORMANCE) : (Thread
55) Backchannel end: SetEntry: Process: 125; Send: 0; Chars: 107
Jan 10, 2007 1:52:31 AM - SEVERE (com.remedy.midtier.SERVLET) : (Thread 55)
GoatException during NDXRequest: ARERR [329] Invalid password or
authentication string for an existing user
at com.remedy.arsys.backchannel.SetEntryAgent.process(Unknown Source)
at com.remedy.arsys.backchannel.NDXRequest.<init>(Unknown Source)
at com.remedy.arsys.backchannel.EntryListBase.<init>(Unknown Source)
at com.remedy.arsys.backchannel.NDXSetEntry.<init>(Unknown Source)
at com.remedy.arsys.backchannel.SetEntryAgent.<init>(Unknown Source)
at com.remedy.arsys.backchannel.NDXFactory.handleRequest(Unknown Source)
at com.remedy.arsys.stubs.BackchannelServlet.doRequest(Unknown Source)
at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source)
at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:743)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:856)
at com.newatlanta.servletexec.SERequestDispatcher.forwardServlet(
SERequestDispatcher.java:638)
at com.newatlanta.servletexec.SERequestDispatcher.forward(
SERequestDispatcher.java:236)
at com.newatlanta.servletexec.SERequestDispatcher.internalForward(
SERequestDispatcher.java:283)
at com.newatlanta.servletexec.ApplicationInfo.processApplRequest(
ApplicationInfo.java:1827)
at com.newatlanta.servletexec.ServerHostInfo.processApplRequest(
ServerHostInfo.java:919)
at com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java:1091)
at com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java:1002)
Caused by:
MessageType: 2
MessageNum: 329
MessageText: Invalid password or authentication string for an existing user
AppendedText:
at com.remedy.arsys.api.Proxy.ARSetEntry(Native Method)
at com.remedy.arsys.api.Entry.store(Entry.java:272)
... 18 more
Jan 10, 2007 1:52:31 AM - FINE (com.remedy.midtier.INTERNAL) : (Thread 55)
Throw ARException -
MessageType: 2
MessageNum: 329
MessageText: Invalid password or authentication string for an existing user
AppendedText:
Regards,
Roney Samuel Varghese
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