Re: Weird or Expected behavior Webservice 7.6.04

[Harsh]

Hi Joe,

Yes before resting the password i have tried login with that user through
midtier as well as client tool and it allows that user to login.

as well as before resting password i have also cross checked the last
modified date that was also 6 months ago.

Regards,
Harsh

On Tue, Feb 17, 2015 at 3:08 AM, Joe D'Souza  wrote:

> **
>
> 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  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  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

Re: Remedy My IT Question.

[Scott Hallenger]

So your saying the whole company "1000+ users"can use MyIT without having a 
fixed or floating license applied. They will be approaching from a self service 
perspective Submit & query. Thus I can reserve my actual licenses for my IT 
staff, Help Desk personnel ect? 

 On Monday, February 16, 2015 4:41 PM, "Pierson, Shawn" 
 wrote:
   

 **#yiv4112059441 #yiv4112059441 -- _filtered #yiv4112059441 
{font-family:Helvetica;panose-1:2 11 5 4 2 2 2 2 2 4;} _filtered #yiv4112059441 
{font-family:Helvetica;panose-1:2 11 5 4 2 2 2 2 2 4;} _filtered #yiv4112059441 
{font-family:Calibri;panose-1:2 15 5 2 2 2 4 3 2 4;} _filtered #yiv4112059441 
{font-family:Tahoma;panose-1:2 11 6 4 3 5 4 4 2 4;}#yiv4112059441 
#yiv4112059441 p.yiv4112059441MsoNormal, #yiv4112059441 
li.yiv4112059441MsoNormal, #yiv4112059441 div.yiv4112059441MsoNormal 
{margin:0in;margin-bottom:.0001pt;font-size:12.0pt;}#yiv4112059441 a:link, 
#yiv4112059441 span.yiv4112059441MsoHyperlink 
{color:blue;text-decoration:underline;}#yiv4112059441 a:visited, #yiv4112059441 
span.yiv4112059441MsoHyperlinkFollowed 
{color:purple;text-decoration:underline;}#yiv4112059441 
span.yiv4112059441EmailStyle17 {color:#1F497D;}#yiv4112059441 
.yiv4112059441MsoChpDefault {font-size:10.0pt;} _filtered #yiv4112059441 
{margin:1.0in 1.0in 1.0in 1.0in;}#yiv4112059441 div.yiv4112059441WordSection1 
{}#yiv4112059441 They do not need an AR System license, basically they use a 
Read license from that perspective.  However, you have to police who uses My IT 
similarly to how SRM is licensed.  I believe it’s generally based on how many 
people are working in your organization.  However, be aware that this is 
something you’ll want to discuss with your BMC sales rep because there’s no 
rule that it has to be a license for each worker.  In the case of my 
organization, we create People records for folks that will never use anything 
from I.T. but they are recorded in HR so my integration picks them up.    
Thanks,    Shawn Pierson Remedy Developer | Energy Transfer    From: Action 
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]On Behalf 
Of Scott Hallenger
Sent: Monday, February 16, 2015 3:31 PM
To: arslist@ARSLIST.ORG
Subject: Remedy My IT Question.    **  Can anyone explain how licensing is 
handled in Remedy My IT. Specifically does every uses of MY IT have to have a 
fixed or floating license? Is there a way that uses can login as guest so that 
they can just submit. _ARSlist: "Where the Answers Are" and have been for 20 
years_ Private and confidential as detailed here. If you cannot access 
hyperlink, please e-mail sender._ARSlist: "Where the Answers Are" and have been 
for 20 years_


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Re: USER_CACHE Problems

[Joe D'Souza]

Mine too. It brings out my "Sheldon-ism" when I see some developers leave a
fully developed system with the default note, warning and error number which
makes it that much more harder to trace the cause of these messages.

 

I have an approach with those numbers that tells me 1) if it was a filter or
active link, 2) which form it might be originating from (which is very
useful if the error is from some other forms happening from a push or set
field to or from some other form) and 3) identifies it right off the bat if
it's a note, warning or error (as some users have a difficult time reporting
these messages accurately).

 

Just that number should be able to convey information such as this and other
information if possible. Sometimes it may need additional info such as what
kind of a client it is coming from, etc. So depending on your need, it is a
nice idea to design message numbers that tell you a brief story.

 

My 2 cents.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Monday, February 16, 2015 10:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

 

This is a great example of why I always create unique custom error messages
and store them in a form so that I can easily reference them. One of my pet
peeves is re-using message numbers (especially the default value) for
multiple unrelated functions.

 

-Rick

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Saturday, February 14, 2015 1:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

 

** 

Warren,

 

Just to confirm behavior.

 

The AR System does not record anywhere in the DB where you are logged in
from.  So, there is no relationship here to USER_CACHE or anything else.
There is an in memory list of connections.  That in memory list is what
holds where you are connected from and would complain if it was different
systems.  No amount of reloading or resetting or reviewing or anything of
the user_cache table would have made any difference - and you found that
out.

 

IF the error was being caused by something within Remedy itself, restarting
the system would have cleared this in memory list and corrected the problem.

 

Nowhere in our logic do we have workflow that records where a user is
logging in from.  The logic you found is custom logic as you suspected.  It
looks like whoever implemented it coopted our error message and issued the
same error as we would issue.

 

I am glad that you found the custom logic causing the problem in this
situation.

 

Doug Mueller

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Friday, February 13, 2015 10:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

 

** 

Well  You guys all rock.  But it turned out to be workflow related!

I don't know if this is out of the box, but there are some active links that
fire when a person first logs in to my system and checks if they logged in
from some where else.  My suspicion is that it is custom and related to the
addition of a government warning that pops up when a user first logs in.
This workflow checks a form to see if a person is still logged in.  There is
some workflow that is supposed to delete the form entry when you log out,
but because of the initial dbase issues I was having, that didn't happen for
these 2 users (supposition on my part).  This is separate from whatever
process Remedy installed to check the licensing requirements, but it gives
the same error message when tripped!  Once I deleted the 2 users entries
from this form, they were able to log in without issue (without the admin
privs).  Problem solved.

I've been here for 6 years almost, and this is the first time I've run into
this!

Thank you again for everyone's kind suggestions.  I now know more about how
Remedy cache's users then I ever thought possible!

Take care!

Warren

 

On Fri, Feb 13, 2015 at 12:22 PM, Joe D'Souza  wrote:

** 

Great point..

 

With a recent Windows update, my outlook client using pop/smtp to connect to
my mail server, would not connect to the incoming mail server.

 

Ptroblem turned out to be outlook no longer likes IPv6 to be enabled at the
time of an initial connect. So I have to disable IPv6, have outlook connect
to the incoming mail server, and then re-enable IPv6 after which it works
fine. This happens everytime I restart my machine and seems to be a flaw
with one of the updates.

 

I know that is not the same issue as you, but could be a related issue?

 

Joe

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, February 13, 2015 11:53 AM


To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

 

Here is an off-hand thought . Does the machine the user is on have multiple
network car

Re: Remedy My IT Question.

[Pierson, Shawn]

They do not need an AR System license, basically they use a Read license from 
that perspective.  However, you have to police who uses My IT similarly to how 
SRM is licensed.  I believe it’s generally based on how many people are working 
in your organization.  However, be aware that this is something you’ll want to 
discuss with your BMC sales rep because there’s no rule that it has to be a 
license for each worker.  In the case of my organization, we create People 
records for folks that will never use anything from I.T. but they are recorded 
in HR so my integration picks them up.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
Sent: Monday, February 16, 2015 3:31 PM
To: arslist@ARSLIST.ORG
Subject: Remedy My IT Question.

**
Can anyone explain how licensing is handled in Remedy My IT. Specifically does 
every uses of MY IT have to have a fixed or floating license? Is there a way 
that uses can login as guest so that they can just submit.
_ARSlist: "Where the Answers Are" and have been for 20 years_

Private and confidential as detailed here: 
http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access the 
link, please e-mail sender.

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Re: Weird or Expected behavior Webservice 7.6.04

[Joe D'Souza]

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  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  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
conn

Remedy My IT Question.

[Scott Hallenger]

Can anyone explain how licensing is handled in Remedy My IT. Specifically does 
every uses of MY IT have to have a fixed or floating license? Is there a way 
that uses can login as guest so that they can just submit.

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Re: Crystal reports setup in remedy

[LJ LongWing]

Yes, the ODBC was shut down along with the client, there is a jdbc in the
communities with greater function to replace it.
On Feb 16, 2015 12:14 PM, "Lee Cullom" 
wrote:

> GB,
>
> I believe the ODBC driver has been deprecated at this point, but it might
> still work, someone should be able to verify.  Can anyone confirm?  In any
> case, you can use our connector as long as you are using the ITSM
> applications.  It works for ServiceNow, SCOM, SolarWinds and a few other
> enterprise IT apps too.
>
> Thanks,
>
> Lee
>
> Lee Cullom | Northcraft Analytics
> IT Metrics Specialist | Business Intelligence Applications for IT
> Direct - 678-438-7244 | http://www.northcraftanalytics.com
> Main - (678) 664-ITSM
>
> What is Northcraft Analytics? Find out in 87 Seconds.
>
>
> THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS
> HERETO, CONSTITUTES "CONFIDENTIAL INFORMATION" AND IS SUBJECT TO A
> CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND
> NORTHCRAFT ANALYTICS LLC (If such an agreement is in place).
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of GBGupta
> Sent: Thursday, February 12, 2015 11:09 PM
> To: arslist@ARSLIST.ORG
> Subject: Crystal reports setup in remedy
>
> " 
> X-Mailer: iPhone Mail (11D167)
>
> Hi, wondering if I can integrate custom crystal report into Remedy 8.1?
> I want to add it to the Report form so I can schedule it or run adhoc like
> other out of the box  crystal reports.
> Any help is highly appreciated!
>
>
> Sent from my iPhone
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the
> Answers Are, and have been for 20 years"
>
>
> ___
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> "Where the Answers Are, and have been for 20 years"
>

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Re: Crystal reports setup in remedy

[Lee Cullom]

GB,

I believe the ODBC driver has been deprecated at this point, but it might still 
work, someone should be able to verify.  Can anyone confirm?  In any case, you 
can use our connector as long as you are using the ITSM applications.  It works 
for ServiceNow, SCOM, SolarWinds and a few other enterprise IT apps too.

Thanks,

Lee

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct - 678-438-7244 | http://www.northcraftanalytics.com
Main - (678) 664-ITSM

What is Northcraft Analytics? Find out in 87 Seconds.  


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES "CONFIDENTIAL INFORMATION" AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of GBGupta
Sent: Thursday, February 12, 2015 11:09 PM
To: arslist@ARSLIST.ORG
Subject: Crystal reports setup in remedy

" 
X-Mailer: iPhone Mail (11D167)

Hi, wondering if I can integrate custom crystal report into Remedy 8.1? 
I want to add it to the Report form so I can schedule it or run adhoc like 
other out of the box  crystal reports.
Any help is highly appreciated!


Sent from my iPhone
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Re: Atrium SSO 9.0 + Userid Format Question

[Jon Chau]

Hi Brad,

Please see KA420853 on BMC Support site knowledge base.  I thought I had to
use it, but somehow despite my session showing usern...@domain.com it still
works and passed my credentials successfully.

Jon

On Wed, Feb 11, 2015 at 10:34 PM, BradRemedy  wrote:

> **
>
> Hi Everyone
>
>
>
> I need some help please. I am busy setting up atrium SSO in my environment
> and cannot seem to get the final steps working. The atrium SSO installation
> went through with no errors and I have successfully added a user store to
> our remedy application server (Version 8). I know this is working because
> in the Users and Groups sections I can see my remedy usernames and groups
> being pulled through.
>
>
>
> I have also setup Kerberos Authentication with a Flag of Sufficient and
> the Profile as Dynamic. However when I test the SSO solution and I have a
> direct URL to the SRM console, it opens the page however it doesn't
> authenticate me. The "Welcome" message on the top right corner of SRM is
> empty whereas it would usually say "Welcome Joe Soap". It also complains
> about permissions which confirms my thoughts.
>
>
>
> I currently only have one web server (Also version 8) integrated to the
> Atrium SSO which I did by following the instructions in the installation
> guide and running the "SSOMidtierIntegation" application - also which
> installed with no errors.
>
>
>
> Once thing I did notice is that if I look in Atrium SSO under the
> "Sessions" section, I can see my username in there however it is in the
> format of 'userid@domain'.
>
> So it is *j...@abc.com *' which doesn't match my remedy
> usernames which is just '*joes*'.
>
> Basically I need to strip out the domain information from the userid in
> Atrium SSO and I have looked at all config settings and cannot find
> anything anywhere.
>
>
>
> I did see under the Kerberos settings that there is a option for "*Use
> Domain name with Principal*" however that is not enabled at all.
>
>
>
> Does anyone know how Atrium SSO gets the user information from the web
> server and how I can change the format of that information before it
> reaches the SSO server ?
>
>
>
> Thanks in advance
> Brad
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: USER_CACHE Problems

[Rick Westbrock]

This is a great example of why I always create unique custom error messages and 
store them in a form so that I can easily reference them. One of my pet peeves 
is re-using message numbers (especially the default value) for multiple 
unrelated functions.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Saturday, February 14, 2015 1:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

**
Warren,

Just to confirm behavior.

The AR System does not record anywhere in the DB where you are logged in from.  
So, there is no relationship here to USER_CACHE or anything else.  There is an 
in memory list of connections.  That in memory list is what holds where you are 
connected from and would complain if it was different systems.  No amount of 
reloading or resetting or reviewing or anything of the user_cache table would 
have made any difference – and you found that out.

IF the error was being caused by something within Remedy itself, restarting the 
system would have cleared this in memory list and corrected the problem.

Nowhere in our logic do we have workflow that records where a user is logging 
in from.  The logic you found is custom logic as you suspected.  It looks like 
whoever implemented it coopted our error message and issued the same error as 
we would issue.

I am glad that you found the custom logic causing the problem in this situation.

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Friday, February 13, 2015 10:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

**
Well  You guys all rock.  But it turned out to be workflow related!
I don't know if this is out of the box, but there are some active links that 
fire when a person first logs in to my system and checks if they logged in from 
some where else.  My suspicion is that it is custom and related to the addition 
of a government warning that pops up when a user first logs in.  This workflow 
checks a form to see if a person is still logged in.  There is some workflow 
that is supposed to delete the form entry when you log out, but because of the 
initial dbase issues I was having, that didn't happen for these 2 users 
(supposition on my part).  This is separate from whatever process Remedy 
installed to check the licensing requirements, but it gives the same error 
message when tripped!  Once I deleted the 2 users entries from this form, they 
were able to log in without issue (without the admin privs).  Problem solved.
I've been here for 6 years almost, and this is the first time I've run into 
this!
Thank you again for everyone's kind suggestions.  I now know more about how 
Remedy cache's users then I ever thought possible!
Take care!

Warren

On Fri, Feb 13, 2015 at 12:22 PM, Joe D'Souza 
mailto:jdso...@shyle.net>> wrote:
**
Great point..

With a recent Windows update, my outlook client using pop/smtp to connect to my 
mail server, would not connect to the incoming mail server.

Ptroblem turned out to be outlook no longer likes IPv6 to be enabled at the 
time of an initial connect. So I have to disable IPv6, have outlook connect to 
the incoming mail server, and then re-enable IPv6 after which it works fine. 
This happens everytime I restart my machine and seems to be a flaw with one of 
the updates.

I know that is not the same issue as you, but could be a related issue?

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, 
Frederick W
Sent: Friday, February 13, 2015 11:53 AM

To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

Here is an off-hand thought … Does the machine the user is on have multiple 
network cards?   Could it be some weird multi-home network issue (one 
transaction the sever see the connection from IP a.b.c.x and another from IP 
a.b.c.y)?

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. 
Baltimore II
Sent: Friday, February 13, 2015 10:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

**
Good morning/afternoon/evening/night my fellow listers!
First off, I apologize for not responding sooner to everyone's kind offer of 
support.  It was a bit chilly this morning here in Maryland, so my kids schools 
went to a 2 hour delay to prevent the little darlings from having to wear 
gloves and a hat (insert sarcastic eye roll here)!
The issue is not spawned by a user still being logged on to a separate machine. 
 In fact, I had them log out, go to another machine, and then come back and log 
back in.  They got the message, and the user.log reflected the other machine.  
But even after they are logged out from that machine and the

Re: Smart IT Configuration File

[Maheshwari Lakshmanan]

Please check connect.properties under apache/tomcat/external-conf to see if
ARS details are intact.
Datastore details would be accessible from the MyIT admin console(the
module via Remedy)..

Thanks & Regards,
Maheshwari L

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Fwd: Smart IT Configuration File

[BradRemedy]

Hi

Anyone know where the "config" file is for Smart IT ? We have run into a
problem where our POC environment has stopped working and I suspect that it
is a configuration we have done on out side somewhere that is causing the
problem.

Currently, when we go to the smart IT page, I am presented with a error
message of "Page cannot be displayed".

I have looked around and found a log file called "ux.2015-02-16.part.0"
which has the following entry:

04:28:54.971 | localhost-startStop-1  | ERROR   |
c.b.b.m.c.ConfigurationManager | ERROR (623): Authentication failed;
04:28:55.002 | localhost-startStop-1  | ERROR   |
c.b.b.m.p.PluggableProviderManagerImpl | Unable to load pluggable provider
ITSM Known Error pluggable provider
com.bmc.bsm.mobile.errorhandling.MobilityServerException: There was a
problem processing the mobility server configuration. (MyIT Administration:
Data Stores)
at
com.bmc.bsm.mobile.config.ConfigurationManager.getConfigurationData(ConfigurationManager.java:197)
~[mobility-server-2.2.00.000-BUILD-SNAPSHOT.jar:na]
at
com.bmc.bsm.mobile.config.ConfigurationManager.getConfigurationData(ConfigurationManager.java:240)
~[mobility-server-2.2.00.000-BUILD-SNAPSHOT.jar:na]
at
com.bmc.bsm.mobile.config.DataStoreConfigurator.initDataStores(DataStoreConfigurator.java:82)
~[mobility-server-2.2.00.000-BUILD-SNAPSHOT.jar:na]
at
com.bmc.bsm.mobile.config.DataStoreConfigurator.init(DataStoreConfigurator.java:77)
~[mobility-server-2.2.00.000-BUILD-SNAPSHOT.jar:na]
at
com.bmc.bsm.mobile.config.ConfigurationManager.init(ConfigurationManager.java:93)
~[mobility-server-2.2.00.000-BUILD-SNAPSHOT.jar:na]
at
com.bmc.bsm.mobile.service.SecurityService.(SecurityService.java:80)
~[ar-foundation-2.2.00.000-BUILD-SNAPSHOT.jar:na]
at
com.bmc.bsm.myitsm.providers.knownerror.KnownErrorPluggableProviderFactory.create(KnownErrorPluggableProviderFactory.java:54)
~[na:na]
at
com.bmc.bsm.myitsm.providers.knownerror.KnownErrorPluggableProviderFactory.create(KnownErrorPluggableProviderFactory.java:24)
~[na:na]
at
com.bmc.bsm.myit.providers.PluggableProviderManagerImpl.initialize_aroundBody20(PluggableProviderManagerImpl.java:339)
[myit-server-2.2.00.000-BUILD-SNAPSHOT.jar:na]
at
com.bmc.bsm.myit.providers.PluggableProviderManagerImpl$AjcClosure21.run(PluggableProviderManagerImpl.java:1)
[na:na]
at
org.aspectj.runtime.reflect.JoinPointImpl.proceed(JoinPointImpl.java:149)
[aspectjrt-1.8.1.jar:na]
at
com.bmc.bsm.myit.util.logging.util.LoggingUtil.logMethod(LoggingUtil.java:140)
[logging-2.2.00.000-BUILD-SNAPSHOT.jar:na]
at
com.bmc.bsm.myit.util.logging.util.LoggingUtil.logMethod(LoggingUtil.java:76)
[logging-2.2.00.000-BUILD-SNAPSHOT.jar:na]
at
com.bmc.bsm.myit.util.logging.aspect.CodeLayersLoggingAspect.logProvidersLayer(CodeLayersLoggingAspect.java:60)
[logging-2.2.00.000-BUILD-SNAPSHOT.jar:na]
at
com.bmc.bsm.myit.providers.PluggableProviderManagerImpl.initialize(PluggableProviderManagerImpl.java:276)
[myit-server-2.2.00.000-BUILD-SNAPSHOT.jar:na]
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
~[na:1.8.0_25]
at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
~[na:1.8.0_25]
at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
~[na:1.8.0_25]



Any ideas on where I can look ?

Cheers
Brad

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Smart IT Configuration File

[BradRemedy]

Hi

Anyone know where the "config" file is for Smart IT ? We have run into a
problem where our POC environment has stopped working and I suspect that it
is a configuration we have done on out side somewhere that is causing the
problem.

Currently, when we go to the smart IT page, I am presented with a error
message of "Page cannot be displayed".

I have looked around and found a log file called "ux.2015-02-16.part.0"
which has the following entry:


Any ideas on where I can look ?

Cheers
Brad

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Re: Weird or Expected behavior Webservice 7.6.04

[Harsh]

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  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  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

Re: Weird or Expected behavior Webservice 7.6.04

[Harsh]

Hi LJ,

The user authenticate local to the remedy system. I guess there is one more
scenario where it fails almost 60% when any user try to reopen any resolve
ticket.

In midtier logs i only get authentication failed errors and after doing the
password reset and aligning the same password again usually resolve this
issue.

Regards,
Harsh

On Fri, Feb 13, 2015 at 8:28 PM, LJ LongWing  wrote:

> **
> Harsh,
> As others have pointed out...the single user used in Web Services is
> standard protocol in most instancesand even if it were a problem
> related to the same user connected from multiple machines, you would not be
> getting 'Authentication' error...you would be getting an error about the
> user connected from more than one machine.  So, I can only think that the
> Authentication error is something else entirely.
>
> Does this user authenticate local to the Remedy system, or is it using
> external authentication?
>
> On Thu, Feb 12, 2015 at 8:56 PM, Harsh  wrote:
>
>> **
>>
>> 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**"*

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