First of all if there are physical users using the same Remedy account to create and update tickets, concurrently, you are violating the Remedy User License agreement. If you did not already know that, you might want to reconsider and generate separate accounts for each physical user.
If these users are using some sort of a portal that uses a Remedy published WSDL, then you are ok. In fact that is how a published WSDL using a pre-configured login for the WSDL in the Mid-Tier basically works. When I set up web services, I use a dedicated account which I consider as some sort of a service account for WSDL. This is good for tracking purposes. Do not get into the habit of using the same account for WSDL and other accounts like AIE etc. as this will make it difficult for you to trace problems when you log workflow in the event of some problems. Cheers Joe _____ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Harsh Sent: Thursday, February 12, 2015 10:56 PM To: arslist@ARSLIST.ORG Subject: Weird or Expected behavior Webservice 7.6.04 ** Hi Guys, I just boarded to a new client where they are using integrated environment of SharePoint with Remedy ITSM 7.6.04, they have designed the request entry console of ITSM with all its functionality in sharepoint and integrated it with ITSM through webservices. Their system is working as expected but sometime it happens the generic user through which they connects start giving authentication error messages. After digging more i have seen they are only using one 'user' which connects them to remedy. As per my understanding a user with fixed license can only connect concurrently to specific amount of machine i am not sure about the number. if there are people creating ticket concurrently through SharePoint console in that case their ticket creation will fail and they will get authentication errors. I think as they are using only a single remedy user to authenticate with web service causing this issue and the most disastrous think i have also noticed is, they are also using the same remedy account for one more integration. Please provide your insight over the same. -- Thanks & regards "Harsh Chaudhary" "Impatience never commanded success" _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
