Before you reset the password, have you tried to log into the user tool or the mid tier using that users authentication information?
I would temporarily give that user Administrative permissions (assuming that it does not already have that) so that it is able to authenticate from multi interfaces / devices without an issue. When your web service gets that problem, before you reset the password, attempt to login to the mid-tier using that users username and password. IF that authentication fails, something or someone is resetting that users password somewhere. Joe _____ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Harsh Sent: Monday, February 16, 2015 5:42 AM To: arslist@ARSLIST.ORG Subject: Re: Weird or Expected behavior Webservice 7.6.04 ** Thanks Joe, that was initially i was thinking but after getting authentication errors it made think twice if this can be the issue. More over this issue usually resolves when i try to reset generic user's password with the same old password. Regards, Harsh On Fri, Feb 13, 2015 at 9:15 PM, Joe D'Souza <jdso...@shyle.net> wrote: ** Looks like you should be fine. Single user configured for the use of web services that you have published is as designed. And you are in the right direction with populating the submitter info with the appropriate submitter information. Your example of 4 users submitting at the same time should not be an issue. It is a multi threaded system so that should take care of it. If a threads available, the users would connect to that thread and their requests will be queued on those available threads along with any other transaction that thread was already processing if it is already busy processing other transactions. As far as the end users experience is concerned, it will be seamless. Joe _____ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Harsh Sent: Friday, February 13, 2015 2:25 AM To: arslist@ARSLIST.ORG Subject: Re: Weird or Expected behavior Webservice 7.6.04 ** Hi Joe, Thanks for your reply. Let me recollect my words- they are using a web Service i say- "SRM_RequestInterfaceCreate" now in authentication header of that WS they are passing Generic user name and password. The Generic user is owning a fixed licence with admin permission with other couple of permission like Incident Master. Now take a scenario- there are four people- A- from Australia, B- from Boston, C- from Chicago and D from Delhi their account exists in CTM:People form already. they are trying to create tickets concurrently through the portal which is using this web service, they were authenticated by web service through "Generic User" and their Remedy Login ID's were passed as a submitter parameter for that ticket with other required values to create a Service Request. Now when user A, B, C, D clicks the submit button at same time as well as there is one more Web service integration which is also currently doing same transactions in Remedy with the same 'Generic User'? will they get an authentication error or it will allow them to create request? Regards, Harsh On Fri, Feb 13, 2015 at 11:31 AM, Joe D'Souza <jdso...@shyle.net> wrote: ** 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_ _ARSlist: "Where the Answers Are" and have been for 20 years_ -- Thanks & regards "Harsh Chaudhary" "Impatience never commanded success" _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ -- 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"
