Silent Installation

[Ramy S. Ayoub]

Hi All ,


There is any Silent Installation for Remedy User version 7.x



Regards

Ramy Ayoub

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WebService Consuming Error

[ITSM Support]

Hi All,

 

 I'm trying to create a filter with a Set Fields action that reads its value
from a Web Service. To do this I need to choose and "Load" a WSDL as

 shown in an example in the Remedy help within the Admin tool. 

 When I try this I get the following error:

  Failed to create Internal Mapping from WSDL (ARERR 7012)

More Info is given below :
--

ERROR: URI not found http://schemas.xmlsoap.org/soap/encoding/

 

Additional Details:

http://schemas.xmlsoap.org/soap/encoding/

com.bmc.arsys.ws.util.ARWSException: URI not found
http://schemas.xmlsoap.org/soap/encoding/

at com.bmc.arsys.ws.util.WsdlUtil.newDocument(WsdlUtil.java:213)

at com.bmc.arsys.ws.util.WsdlUtil.newDocument(WsdlUtil.java:232)

at
com.bmc.arsys.ws.wsdl.XMLSchemaParser.extractFormDefaultValues(XMLSchemaPars
er.java:231)

at
com.bmc.arsys.ws.wsdl.XMLSchemaParser.extractFormDefaultValues(XMLSchemaPars
er.java:278)

at
com.bmc.arsys.ws.wsdl.XMLSchemaParser.parseXMLSchema(XMLSchemaParser.java:29
5)

at
com.bmc.arsys.ws.wsdl.XMLSchemaParser.(XMLSchemaParser.java:121)

at
com.bmc.arsys.ws.wsdl.WsdlParser.createMappingDoc(WsdlParser.java:216)

at
com.bmc.arsys.ws.wsdl.WsdlParser.parseWsdl(WsdlParser.java:158)

at
com.bmc.arsys.ws.util.WsdlAdminInterface.parseWsdl(WsdlAdminInterface.java:3
99)

at
com.bmc.arsys.ws.util.WsdlAdminInterface.parseWSDLIntoMappingString(WsdlAdmi
nInterface.java:198)

 

System Version: 7.1.00 patch2,

Mid tier Version:7.0.01,

Java Version : 1.5.0_06

 

Hope this helps... 

 

Regards, 

 

Sandeep 

Vyom Labs Pvt. Ltd. 

An ISO 2 certified company. 

Consulting | Outsourcing | Training || BMC Remedy BSM | ITIL 

Web : www.vyomlabs.com   


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Re: How can I can interact between a Display only form and a Regular form

[Tournier, Pascal]

Hi,

As suggested I already had tried the Events solution but I get some
strange things happening. On AL "Windows Loaded" I sent a event like :
PERFORM-ACTION-SEND-EVENT * "Windows Loaded"

And on my main home page I have then created another AL who detect this
event and should then wrote some text in a field... Something really
easy but according to the log everything seems to be fine, both AL are
executed, except the fact that at the end nothing is written in this
field...

By checking the log you just see that is doing nothing 
 
ActiveLink: NMT_Web_OnWindowsLoaded
True actions:
 action 0
ARACTProcess("PERFORM-ACTION-SEND-EVENT * "Windows Loaded"", 1)
Process: PERFORM-ACTION-SEND-EVENT
ARStateChange Complete : Current state is 4
ActiveLink: NMT_Web_WindowsLoaded
True actions:
 action 0
  Set-fields 536870940 =


So I'm wondering if this does not come from the fact that my main home
page is a Display Only form ???

Any idea ?

Thanks
Regards




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, July 31, 2008 3:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: How can I can interact between a Display only form and a
Regular form

Some other things you might try in Remedy ... one is 7.0 or greater
allow you to do Events.  Events can be passed to other forms in order to
call workflow.  In the "Help" for you admin tool look under the section
"Workflow Extras->Sending events between windows".

Also, if it is taking a long time to open your form then my guess is
that you have not set up pre-fetching for your form.  This is configured
on the "prefetchConfig.xml" file in Remedy.  Once the forms are cached
they load very quickly.

In addition you might want to just try putting a message in the prompt
bar.  On open window you can set a message in the prompt bar called
"Loading Window ... please wait" or something.  Then create another to
remove the message after the last active link executes on Open Window.
It is very simple to do ... there is an active link type of "Message"
and one of the types is "Prompt".  It displays a message at the bottom
of the form.

Thanks,

Sean



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Thursday, July 31, 2008 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: How can I can interact between a Display only form and a
Regular form

How about just a simple HTML redirect that redirects to your intended
form?

Like this:

"


Your Page Title
Pull up your form...please wait


Optional page text here.

"

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tournier, Pascal
Sent: Thursday, July 31, 2008 5:45 AM
To: arslist@ARSLIST.ORG
Subject: How can I can interact between a Display only form and a
Regular form

**

Hi,

We have recently migrated to Remedy ARS version 7.0.1 and wanted to go
to the Web access interface via Mid-tier.

I'm currently designing the main home page (display-only form) which
basically contains a "vertical navigation" fields as my main menu to get
access to the different forms and those forms are opened in this main
home page in a View field.

Sometimes, opening a new form in this View field take quite some times
until it appears and I'm wondering how I can insert any kind of message
appearing or anything informing the user that the page is currently
loading so that user are aware that something is going on... I tried
several possibility but I didn't reach the point on doing that.. I tried
using the Remedy workflow were when I click on the menu to access one
form, one field is appearing in the Home page saying that the requested
page is currently loaded (this works) and by using a "Windows Load"
active link on this newly opened form, I wanted to hide the message in
the main Page.. but this doesn't work, I can't interact on any field in
this main home page anymore. The concept is that I've one main home page
and I open into that page another form in a View field. But somehow I
can't link both schema together.. Does it come from the fact the main
page is a Display-only form ?

Does someone have any help on that ... Can I otherwise include any kind
of JavaScript code into that View field in order to do that ?

Thanks

Regards







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Re: API performance question

[Ravi]

Just another question. If I build a view with data from another 
database, can I create filters on this view form? Assuming the aradmin 
use has write permissions to this database table.


Thanks
Ravi
Brian Goralczyk wrote:

**
Ravi,
 
Why don't you just cut out the perl/java part of the process and 
just create a view form over the table in the database?  If it is in a 
different database, you can create a database link.  It seems to me 
that you are duplicating work.  It seems from what you said that you 
are most likely just using that data as a look up by other forms.  I 
believe a view form would work well from what I can see.
 
HTH,
 
Brian


On Wed, Jul 30, 2008 at 10:47 AM, Ravi <[EMAIL PROTECTED] 
> wrote:


Hi: I have a application which puts data into a oracle table. A
perl script takes the data from the oracle table and submits it to
a single form in Remedy using ARS Perl. The application that puts
the data into oracle table is a single threaded application and
puts about 1500 records in 5 minutes one at a time. But the ARS
perl script takes about 45 minutes to an hour. The form the script
is putting the data is a single form with no filters acting on
that form.

Will migrating the ARS Perl code to JAVA API improve the
performance? Any other suggestions.

Thanks
Ravi


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Re: API performance question

[Nall, Roger]

Ravi,

Yes you can.

Thanks,

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW
Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ravi
Sent: Monday, August 04, 2008 8:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: API performance question

Just another question. If I build a view with data from another 
database, can I create filters on this view form? Assuming the aradmin 
use has write permissions to this database table.

Thanks
Ravi
Brian Goralczyk wrote:
> **
> Ravi,
>  
> Why don't you just cut out the perl/java part of the process and 
> just create a view form over the table in the database?  If it is in a

> different database, you can create a database link.  It seems to me 
> that you are duplicating work.  It seems from what you said that you 
> are most likely just using that data as a look up by other forms.  I 
> believe a view form would work well from what I can see.
>  
> HTH,
>  
> Brian
>
> On Wed, Jul 30, 2008 at 10:47 AM, Ravi <[EMAIL PROTECTED] 
> > wrote:
>
> Hi: I have a application which puts data into a oracle table. A
> perl script takes the data from the oracle table and submits it to
> a single form in Remedy using ARS Perl. The application that puts
> the data into oracle table is a single threaded application and
> puts about 1500 records in 5 minutes one at a time. But the ARS
> perl script takes about 45 minutes to an hour. The form the script
> is putting the data is a single form with no filters acting on
> that form.
>
> Will migrating the ARS Perl code to JAVA API improve the
> performance? Any other suggestions.
>
> Thanks
> Ravi
>
>

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Re: API performance question

[Garrison, Sean (Norcross)]

Sort of ...

Since you are using a view there is no trigger to capture "On Modify" or "On 
Submit".  You can trigger on "Get Fields".  You can add a display only field to 
the view and do a push fields "On Modify" to the display-only field to perform 
some action against the view.

Sean

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Ravi
Sent: Monday, August 04, 2008 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: API performance question

Just another question. If I build a view with data from another
database, can I create filters on this view form? Assuming the aradmin
use has write permissions to this database table.

Thanks
Ravi
Brian Goralczyk wrote:
> **
> Ravi,
>
> Why don't you just cut out the perl/java part of the process and
> just create a view form over the table in the database?  If it is in a
> different database, you can create a database link.  It seems to me
> that you are duplicating work.  It seems from what you said that you
> are most likely just using that data as a look up by other forms.  I
> believe a view form would work well from what I can see.
>
> HTH,
>
> Brian
>
> On Wed, Jul 30, 2008 at 10:47 AM, Ravi <[EMAIL PROTECTED]
> > wrote:
>
> Hi: I have a application which puts data into a oracle table. A
> perl script takes the data from the oracle table and submits it to
> a single form in Remedy using ARS Perl. The application that puts
> the data into oracle table is a single threaded application and
> puts about 1500 records in 5 minutes one at a time. But the ARS
> perl script takes about 45 minutes to an hour. The form the script
> is putting the data is a single form with no filters acting on
> that form.
>
> Will migrating the ARS Perl code to JAVA API improve the
> performance? Any other suggestions.
>
> Thanks
> Ravi
>
> 
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Column Technologies is Seeking Contractor for a San Antonio, TX based project- 2 + months

[Melissa Wish]

We are seeking a Senior Remedy Consultant to run ITSM 7 workshops and do
implementation onsite.  If you're interested, please email your rate,
availability and resume as a PDF or MS Word document to [EMAIL PROTECTED]
T&E is not included in the rate- you will bill us separately for that. The
duration is 2 + months and it can start in mid - late August

 

Thanks!

Melissa Wish 
Corporate Recruiter 
Column Technologies, Inc. 
Home Office: 718-399-2136 
Cell/Evenings: 917-748-7104 
E-Fax: 646-349-3799 
Email: [EMAIL PROTECTED] 
www.columnit.com 

BMC Remedy Partner of the Year 2000 - 2004  

BMC Solution Partner of the Year 2004 - 2006  

BMC Fastest Growing Worldwide Partner - 2006 

Inc. 500 Fastest Growing Private Companies - 2006 

BMC 2007 Americas and Worldwide Top Solution Provider 

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Re: API performance question

[Carey Matthew Black]

Sean,

Actually Submit and Modify filters work just fine when the transaction
comes through ARS. If the DB data is change via the DB, then the
filters are skipped. (Because the transaction did not come through
ARS.)

-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.

On Mon, Aug 4, 2008 at 9:14 AM, Garrison, Sean (Norcross)
<[EMAIL PROTECTED]> wrote:
> Sort of ...
>
> Since you are using a view there is no trigger to capture "On Modify" or "On 
> Submit".  You can trigger on "Get Fields".  You can add a display only field 
> to the view and do a push fields "On Modify" to the display-only field to 
> perform some action against the view.
>
> Sean
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of Ravi
> Sent: Monday, August 04, 2008 9:10 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: API performance question
>
> Just another question. If I build a view with data from another
> database, can I create filters on this view form? Assuming the aradmin
> use has write permissions to this database table.
>
> Thanks
> Ravi

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Re: Silent Installation

[Grooms, Frederick W]

Yes 
 
BMC has a white paper on creating a silent install script (Silent
Install of Remedy User.pdf) that will give you the command line
parameters.  It is basically the standard Install Shield parameters.
Note: There is a typo on page 8 (creating an uninstall script. The table
says -s when it should say -r)
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ramy S. Ayoub
Sent: Monday, August 04, 2008 4:20 AM
To: arslist@ARSLIST.ORG
Subject: Silent Installation


Hi All ,
 

There is any Silent Installation for Remedy User version 7.x

 

Regards

Ramy Ayoub 


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Re: WebService Consuming Error

[Meenakshinathan]

Make sure that your webservices running on the server that you have
mentioned in your WSDL file and also make sure the URL path of
webservice in the WSDL file.

Thanks,
Meenakshinathan


On Aug 4, 5:35 pm, ITSM Support <[EMAIL PROTECTED]> wrote:
> Hi All,
>
>  I'm trying to create a filter with a Set Fields action that reads its value
> from a Web Service. To do this I need to choose and "Load" a WSDL as
>
>  shown in an example in the Remedy help within the Admin tool.
>
>  When I try this I get the following error:
>
>   Failed to create Internal Mapping from WSDL (ARERR 7012)
>
> More Info is given below :
> --
>
> ERROR: URI not foundhttp://schemas.xmlsoap.org/soap/encoding/
>
> Additional Details:
>
> http://schemas.xmlsoap.org/soap/encoding/
>
> com.bmc.arsys.ws.util.ARWSException: URI not 
> foundhttp://schemas.xmlsoap.org/soap/encoding/
>
>             at com.bmc.arsys.ws.util.WsdlUtil.newDocument(WsdlUtil.java:213)
>
>             at com.bmc.arsys.ws.util.WsdlUtil.newDocument(WsdlUtil.java:232)
>
>             at
> com.bmc.arsys.ws.wsdl.XMLSchemaParser.extractFormDefaultValues(XMLSchemaPar­s
> er.java:231)
>
>             at
> com.bmc.arsys.ws.wsdl.XMLSchemaParser.extractFormDefaultValues(XMLSchemaPar­s
> er.java:278)
>
>             at
> com.bmc.arsys.ws.wsdl.XMLSchemaParser.parseXMLSchema(XMLSchemaParser.java:2­9
> 5)
>
>             at
> com.bmc.arsys.ws.wsdl.XMLSchemaParser.(XMLSchemaParser.java:121)
>
>             at
> com.bmc.arsys.ws.wsdl.WsdlParser.createMappingDoc(WsdlParser.java:216)
>
>             at
> com.bmc.arsys.ws.wsdl.WsdlParser.parseWsdl(WsdlParser.java:158)
>
>             at
> com.bmc.arsys.ws.util.WsdlAdminInterface.parseWsdl(WsdlAdminInterface.java:­3
> 99)
>
>             at
> com.bmc.arsys.ws.util.WsdlAdminInterface.parseWSDLIntoMappingString(WsdlAdm­i
> nInterface.java:198)
>
> System Version: 7.1.00 patch2,
>
> Mid tier Version:7.0.01,
>
> Java Version : 1.5.0_06
>
> Hope this helps...
>
> Regards,
>
> Sandeep
>
> Vyom Labs Pvt. Ltd.
>
> An ISO 2 certified company.
>
> Consulting | Outsourcing | Training || BMC Remedy BSM | ITIL
>
> Web :www.vyomlabs.com 
>
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Re: Silent Installation

[Ramy S. Ayoub]

Hi Fred ,

The Desktop Team tired with this switches , basically after the installation
is done without any errors ,but the User Tool still not installed
Ramy
On Mon, Aug 4, 2008 at 5:07 PM, Grooms, Frederick W <
[EMAIL PROTECTED]> wrote:

> ** Yes
>
> BMC has a white paper on creating a silent install script (Silent Install
> of Remedy User.pdf) that will give you the command line parameters.  It is
> basically the standard Install Shield parameters.  Note: There is a typo on
> page 8 (creating an uninstall script. The table says -s when it should say
> -r)
>
> Fred
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Ramy S. Ayoub
> *Sent:* Monday, August 04, 2008 4:20 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Silent Installation
>
>Hi All ,
>
>
> There is any Silent Installation for Remedy User version 7.x
>
>
>
> Regards
>
> Ramy Ayoub
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Silent Installation

[Grooms, Frederick W]

This is the way we have had our Desktop (Microsoft SMS) team push the
client.  One thing we did was to have the script copy the install to the
user's local machine and run it from there.
 
The command line was:
   C:\Temp\Remedy\User.exe -s -SMS -f1C:\Temp\Remedy\User7.iss
-f2C:\Temp\Remedy\User_Install.log
 
I did some searching on the InstallShield site and found the SMS
parameter.  That parameter tells the install to keep network connections
open until the install has finished.  When installing it from a local
drive it is not really needed (We had added it before we decided to have
the install copy the files to the user's local drive).  Also there can
be no spaces between the -f1 and the install script path (the same with
the -f2 and the log file path).
 
Also you need to make sure the install is run under a user's login that
has administrator rights on the PC, and then give the user who will be
running Remedy full rights to the Home Directory.
 
Fred




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ramy S. Ayoub
Sent: Monday, August 04, 2008 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Silent Installation


Hi Fred ,
 
The Desktop Team tired with this switches , basically after the
installation is done without any errors ,but the User Tool still not
installed 

Ramy

On Mon, Aug 4, 2008 at 5:07 PM, Grooms, Frederick W
<[EMAIL PROTECTED]> wrote:


  
Yes 
 
BMC has a white paper on creating a silent install script
(Silent Install of Remedy User.pdf) that will give you the command line
parameters.  It is basically the standard Install Shield parameters.
Note: There is a typo on page 8 (creating an uninstall script. The table
says -s when it should say -r)
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ramy S. Ayoub
Sent: Monday, August 04, 2008 4:20 AM
To: arslist@ARSLIST.ORG
Subject: Silent Installation



Hi All ,
 

There is any Silent Installation for Remedy User version 7.x

 

Regards

Ramy Ayoub 

   


   

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Re: API performance question

[Garrison, Sean (Norcross)]

Exactly ...  it is rather risky to assume the filters are going to run if the 
table is updated via another application.  If they don't go through ARS and are 
updated via direct SQL then your filter will not fire.  9 times out of ten this 
will be the business case when creating a view.  That is why I usually tell 
people the filters won't fire.

Sean



-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Carey Matthew Black
Sent: Monday, August 04, 2008 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: API performance question

Sean,

Actually Submit and Modify filters work just fine when the transaction
comes through ARS. If the DB data is change via the DB, then the
filters are skipped. (Because the transaction did not come through
ARS.)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.

On Mon, Aug 4, 2008 at 9:14 AM, Garrison, Sean (Norcross)
<[EMAIL PROTECTED]> wrote:
> Sort of ...
>
> Since you are using a view there is no trigger to capture "On Modify" or "On 
> Submit".  You can trigger on "Get Fields".  You can add a display only field 
> to the view and do a push fields "On Modify" to the display-only field to 
> perform some action against the view.
>
> Sean
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of Ravi
> Sent: Monday, August 04, 2008 9:10 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: API performance question
>
> Just another question. If I build a view with data from another
> database, can I create filters on this view form? Assuming the aradmin
> use has write permissions to this database table.
>
> Thanks
> Ravi

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Re: Silent Installation

[Ramy S. Ayoub]

Fred ,

Can i have the script command ?

Ramy

On Mon, Aug 4, 2008 at 5:33 PM, Grooms, Frederick W <
[EMAIL PROTECTED]> wrote:

> ** This is the way we have had our Desktop (Microsoft SMS) team push the
> client.  One thing we did was to have the script copy the install to the
> user's local machine and run it from there.
>
> The command line was:
>C:\Temp\Remedy\User.exe -s -SMS -f1C:\Temp\Remedy\User7.iss
> -f2C:\Temp\Remedy\User_Install.log
>
> I did some searching on the InstallShield site and found the SMS
> parameter.  That parameter tells the install to keep network connections
> open until the install has finished.  When installing it from a local drive
> it is not really needed (We had added it before we decided to have the
> install copy the files to the user's local drive).  Also there can be no
> spaces between the -f1 and the install script path (the same with the -f2
> and the log file path).
>
> Also you need to make sure the install is run under a user's login that has
> administrator rights on the PC, and then give the user who will be running
> Remedy full rights to the Home Directory.
>
> Fred
>
>  --
>  *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Ramy S. Ayoub
> *Sent:* Monday, August 04, 2008 9:18 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Silent Installation
>
>Hi Fred ,
>
> The Desktop Team tired with this switches , basically after the
> installation is done without any errors ,but the User Tool still not
> installed
> Ramy
> On Mon, Aug 4, 2008 at 5:07 PM, Grooms, Frederick W <
> [EMAIL PROTECTED]> wrote:
>
>>   Yes
>>
>> BMC has a white paper on creating a silent install script (Silent Install
>> of Remedy User.pdf) that will give you the command line parameters.  It is
>> basically the standard Install Shield parameters.  Note: There is a typo on
>> page 8 (creating an uninstall script. The table says -s when it should say
>> -r)
>>
>> Fred
>>
>>  --
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> [EMAIL PROTECTED] *On Behalf Of *Ramy S. Ayoub
>> *Sent:* Monday, August 04, 2008 4:20 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Silent Installation
>>
>>Hi All ,
>>
>>
>> There is any Silent Installation for Remedy User version 7.x
>>
>>
>>
>> Regards
>>
>> Ramy Ayoub
>>
>>
>
>
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"You do not have write license" woes

[William Rentfrow]

I have a variety of users who are experiencing a weird error.
 
Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine one
minute and then they will get the long series of errors that says...
 
"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the Incident
form.
 
The irritating thing is the user HAS a license.  This affects both fixed
license and floating license users.  Removing/re-adding their licenses
does not fix the problem.  The only consistent way to fix this is to
delete the user and re-create them - and even THEN it is not 100%
curable.
 
I have checked the following:
 
1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.
 
BMC Support has been unable to assist in this issue - it's been going on
for months.  Has anyone else run into this?  I don't even know how to
troubleshoot what is going on really since all of the app/workflow/api
stuff seems to be correct.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 

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Re: "You do not have write license" woes

[Tortolero, Joseph]

I have seen this as well and EMS and BMC have not been able to help
either

 

Thank you,

-j

 

Joe Tortolero

Remedy Consultant

Desk - 561-682-2780

Cell  - 561-665-1363

[EMAIL PROTECTED]  

 

 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:21 PM
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes

 

I have a variety of users who are experiencing a weird error.

 

Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine one
minute and then they will get the long series of errors that says...

 

"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the Incident
form.

 

The irritating thing is the user HAS a license.  This affects both fixed
license and floating license users.  Removing/re-adding their licenses
does not fix the problem.  The only consistent way to fix this is to
delete the user and re-create them - and even THEN it is not 100%
curable.

 

I have checked the following:

 

1.) Box has AR Server license

2.) Box has adequate Application licenses, AR User licenses, etc.

3.) User is configured properly

4.) User is not doing something stupid.

 

BMC Support has been unable to assist in this issue - it's been going on
for months.  Has anyone else run into this?  I don't even know how to
troubleshoot what is going on really since all of the app/workflow/api
stuff seems to be correct.

 

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227

 

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<>

Displaying search menu's label after selecting it

[ARS Dummie]

Hi listers,

actually I think it should be easy...

I have a search menu with different labels than values (I wanna use the
values as an EXTERNAL qualification of a table field).
How can I get the search menu's label displayed in the selection field after
the user selected an entry from the menu? After selecting an entry there is
always the value displayed.
For example: I have a menu label ... All open tickets ... and a menu value
... 'Status' = "open" ..., and after selecting this value there is always
the qualification displayed instead the label "All open tickets".

Thanks for your help in advance.

Dan

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Re: "You do not have write license" woes

[Joe DeSouza]

**

By any chance do you guys have dual network cards? I have seen cases where the license gets invalid after a restart, because the system reads the Host ID from the wrong network card..
 
Joe

- Original Message From: "Tortolero, Joseph" <[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Monday, August 4, 2008 12:24:44 PMSubject: Re: "You do not have write license" woes** 



I have seen this as well and EMS and BMC have not been able to help either
 

Thank you,
-j
 





Joe Tortolero
Remedy Consultant
Desk - 561-682-2780
Cell  - 561-665-1363
[EMAIL PROTECTED]
 

 
 




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William RentfrowSent: Monday, August 04, 2008 12:21 PMTo: arslist@ARSLIST.ORGSubject: "You do not have write license" woes
 

I have a variety of users who are experiencing a weird error.

 

Occasionally the server acts as if their license has disappeared when trying to save an Incident in ITSM 7.03.  They will be working fine one minute and then they will get the long series of errors that says...

 

"You do not have application write license (ARERR 9850).  You do not have write access to field" followed by every field on the Incident form.

 

The irritating thing is the user HAS a license.  This affects both fixed license and floating license users.  Removing/re-adding their licenses does not fix the problem.  The only consistent way to fix this is to delete the user and re-create them - and even THEN it is not 100% curable.

 

I have checked the following:

 

1.) Box has AR Server license

2.) Box has adequate Application licenses, AR User licenses, etc.

3.) User is configured properly

4.) User is not doing something stupid.

 

BMC Support has been unable to assist in this issue - it's been going on for months.  Has anyone else run into this?  I don't even know how to troubleshoot what is going on really since all of the app/workflow/api stuff seems to be correct.

 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227

  
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Re: "You do not have write license" woes

[William Rentfrow]

No - not that I know of...but even then it doesn't matter because if I
delete/re-add the user I have the same thing happen.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, August 04, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes


** 
By any chance do you guys have dual network cards? I have seen cases
where the license gets invalid after a restart, because the system reads
the Host ID from the wrong network card..
 
Joe

- Original Message 
From: "Tortolero, Joseph" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 12:24:44 PM
Subject: Re: "You do not have write license" woes

** 

I have seen this as well and EMS and BMC have not been able to help
either

 

Thank you,

-j

 

Joe Tortolero

Remedy Consultant

Desk - 561-682-2780

Cell  - 561-665-1363

[EMAIL PROTECTED]  

 

 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:21 PM
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes

 

I have a variety of users who are experiencing a weird error.

 

Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine one
minute and then they will get the long series of errors that says...

 

"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the Incident
form.

 

The irritating thing is the user HAS a license.  This affects both fixed
license and floating license users.  Removing/re-adding their licenses
does not fix the problem.  The only consistent way to fix this is to
delete the user and re-create them - and even THEN it is not 100%
curable.

 

I have checked the following:

 

1.) Box has AR Server license

2.) Box has adequate Application licenses, AR User licenses, etc.

3.) User is configured properly

4.) User is not doing something stupid.

 

BMC Support has been unable to assist in this issue - it's been going on
for months.  Has anyone else run into this?  I don't even know how to
troubleshoot what is going on really since all of the app/workflow/api
stuff seems to be correct.

 

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227


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Re: "You do not have write license" woes

[Gary Opela (Corporate)]

It's almost like the user cache is getting corrupted or something, user_x table.

You might do a select from user_x for those users while they're having issues 
and seeing what it says their license types are.

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

No - not that I know of...but even then it doesn't matter because if I 
delete/re-add the user I have the same thing happen.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Monday, August 04, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes
**
By any chance do you guys have dual network cards? I have seen cases where the 
license gets invalid after a restart, because the system reads the Host ID from 
the wrong network card..

Joe

- Original Message 
From: "Tortolero, Joseph" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 12:24:44 PM
Subject: Re: "You do not have write license" woes

**
I have seen this as well and EMS and BMC have not been able to help either

Thank you,
-j

Joe Tortolero
Remedy Consultant
Desk - 561-682-2780
Cell  - 561-665-1363
[EMAIL PROTECTED]

[cid:image001.jpg@01C8F62B.6F504FA0]




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:21 PM
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes

I have a variety of users who are experiencing a weird error.

Occasionally the server acts as if their license has disappeared when trying to 
save an Incident in ITSM 7.03.  They will be working fine one minute and then 
they will get the long series of errors that says...

"You do not have application write license (ARERR 9850).  You do not have write 
access to field" followed by every field on the Incident form.

The irritating thing is the user HAS a license.  This affects both fixed 
license and floating license users.  Removing/re-adding their licenses does not 
fix the problem.  The only consistent way to fix this is to delete the user and 
re-create them - and even THEN it is not 100% curable.

I have checked the following:

1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.

BMC Support has been unable to assist in this issue - it's been going on for 
months.  Has anyone else run into this?  I don't even know how to troubleshoot 
what is going on really since all of the app/workflow/api stuff seems to be 
correct.

William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227

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<>

Re: Displaying search menu's label after selecting it

[Joe DeSouza]

Dan,
I think I understand what you are trying to do.. Why don't you store the 
external qualification that will be required for these options you are trying 
to build in another form, and then depending on your choices have your workflow 
to set the right quailification by querying that form..
This would be a flexible solution because down the line if you need to add more 
options you will just need to add entries to the other form with those 
additional qualifications, while you may not need to make any changes to your 
workflow if you design it to be dynamic.. What you could do is have numeric 
values for each menu options and use these same numeric values for searching 
the qualifications off the other form to get the right external qualification 
set..
Cheers
Joe


- Original Message 
From: ARS Dummie <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 12:36:13 PM
Subject: Displaying search menu's label after selecting it

** 
Hi listers,

actually I think it should be easy...

I have a search menu with different labels than values (I wanna use the values 
as an EXTERNAL qualification of a table field).
How can I get the search menu's label displayed in the selection field after 
the user selected an entry from the menu? After selecting an entry there is 
always the value displayed.
For example: I have a menu label ... All open tickets ... and a menu value ... 
'Status' = "open" ..., and after selecting this value there is always the 
qualification displayed instead the label "All open tickets".

Thanks for your help in advance.

Dan



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Re: "You do not have write license" woes

[Lisa Westerfield]

You may also want to look at the server information, users, license review to 
see exactly what license is getting assigned to that user in real time.

-Original Message-
From: Gary Opela (Corporate) <[EMAIL PROTECTED]>
Sent: Monday, August 04, 2008 12:12 PM
To: arslist@ARSLIST.ORG 
Subject: Re: "You do not have write license" woes

It's almost like the user cache is getting corrupted or something, user_x table.

You might do a select from user_x for those users while they're having issues 
and seeing what it says their license types are.

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

No - not that I know of...but even then it doesn't matter because if I 
delete/re-add the user I have the same thing happen.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Monday, August 04, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes
**
By any chance do you guys have dual network cards? I have seen cases where the 
license gets invalid after a restart, because the system reads the Host ID from 
the wrong network card..

Joe

- Original Message 
From: "Tortolero, Joseph" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 12:24:44 PM
Subject: Re: "You do not have write license" woes

**
I have seen this as well and EMS and BMC have not been able to help either

Thank you,
-j

Joe Tortolero
Remedy Consultant
Desk - 561-682-2780
Cell  - 561-665-1363
[EMAIL PROTECTED]

[cid:image001.jpg@01C8F62B.6F504FA0]




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:21 PM
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes

I have a variety of users who are experiencing a weird error.

Occasionally the server acts as if their license has disappeared when trying to 
save an Incident in ITSM 7.03.  They will be working fine one minute and then 
they will get the long series of errors that says...

"You do not have application write license (ARERR 9850).  You do not have write 
access to field" followed by every field on the Incident form.

The irritating thing is the user HAS a license.  This affects both fixed 
license and floating license users.  Removing/re-adding their licenses does not 
fix the problem.  The only consistent way to fix this is to delete the user and 
re-create them - and even THEN it is not 100% curable.

I have checked the following:

1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.

BMC Support has been unable to assist in this issue - it's been going on for 
months.  Has anyone else run into this?  I don't even know how to troubleshoot 
what is going on really since all of the app/workflow/api stuff seems to be 
correct.

William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227

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Re: "You do not have write license" woes

[Joe DeSouza]

**

If its reading the Host ID from the wrong network card after a restart, it won't matter if you add or delete the user, its the license that is invalid at that point.
 
Joe

- Original Message From: William Rentfrow <[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Monday, August 4, 2008 1:06:24 PMSubject: Re: "You do not have write license" woes** 
No - not that I know of...but even then it doesn't matter because if I delete/re-add the user I have the same thing happen.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouzaSent: Monday, August 04, 2008 12:03 PMTo: arslist@ARSLIST.ORGSubject: Re: "You do not have write license" woes
** 




By any chance do you guys have dual network cards? I have seen cases where the license gets invalid after a restart, because the system reads the Host ID from the wrong network card..
 
Joe

- Original Message From: "Tortolero, Joseph" <[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Monday, August 4, 2008 12:24:44 PMSubject: Re: "You do not have write license" woes** 



I have seen this as well and EMS and BMC have not been able to help either
 

Thank you,
-j
 





Joe Tortolero
Remedy Consultant
Desk - 561-682-2780
Cell  - 561-665-1363
[EMAIL PROTECTED]
 

 
 




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William RentfrowSent: Monday, August 04, 2008 12:21 PMTo: arslist@ARSLIST.ORGSubject: "You do not have write license" woes
 

I have a variety of users who are experiencing a weird error.

 

Occasionally the server acts as if their license has disappeared when trying to save an Incident in ITSM 7.03.  They will be working fine one minute and then they will get the long series of errors that says...

 

"You do not have application write license (ARERR 9850).  You do not have write access to field" followed by every field on the Incident form.

 

The irritating thing is the user HAS a license.  This affects both fixed license and floating license users.  Removing/re-adding their licenses does not fix the problem.  The only consistent way to fix this is to delete the user and re-create them - and even THEN it is not 100% curable.

 

I have checked the following:

 

1.) Box has AR Server license

2.) Box has adequate Application licenses, AR User licenses, etc.

3.) User is configured properly

4.) User is not doing something stupid.

 

BMC Support has been unable to assist in this issue - it's been going on for months.  Has anyone else run into this?  I don't even know how to troubleshoot what is going on really since all of the app/workflow/api stuff seems to be correct.

 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227

  
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Re: "You do not have write license" woes

[Naveen Kaushik]

Even I am facing the same problem and BMC recommended a solution but it hasn't 
worked for me ( may be helpful for you :-) ).
 
 
*
Defect SW00291582:

People get their 'General Access' and 'Asset Viewer' permissions removed by an 
escalation at night.

  a. Open the Application Admin Console.
  b. Click on the [Create] people link.
  c. Create a person with a permission that gives 'Asset Viewer' , like 
'Infrastucture Change User'.
  d. Wait overnight.
  e. Look at the user record for this user the next day.

3. ACTUAL RESULTS:
  a. The Asset Viewer and General Access permissions were removed.

I looked for the escalation causing this issue, but I did not find one related.

Best regards,

Genelle Windsor
Senior Technical Support Engineer, EMEA Customer Support
BMC Software

*
 
Thanks
Naveen
 
 



From: Action Request System discussion list(ARSList) on behalf of Lisa 
Westerfield
Sent: Mon 8/4/2008 10:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes



You may also want to look at the server information, users, license review to 
see exactly what license is getting assigned to that user in real time.

-Original Message-
From: Gary Opela (Corporate) <[EMAIL PROTECTED]>
Sent: Monday, August 04, 2008 12:12 PM
To: arslist@ARSLIST.ORG 
Subject: Re: "You do not have write license" woes

It's almost like the user cache is getting corrupted or something, user_x table.

You might do a select from user_x for those users while they're having issues 
and seeing what it says their license types are.

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com  
http://www.lcibest.com  
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

No - not that I know of...but even then it doesn't matter because if I 
delete/re-add the user I have the same thing happen.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Monday, August 04, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes
**
By any chance do you guys have dual network cards? I have seen cases where the 
license gets invalid after a restart, because the system reads the Host ID from 
the wrong network card..

Joe

- Original Message 
From: "Tortolero, Joseph" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 12:24:44 PM
Subject: Re: "You do not have write license" woes

**
I have seen this as well and EMS and BMC have not been able to help either

Thank you,
-j

Joe Tortolero
Remedy Consultant
Desk - 561-682-2780
Cell  - 561-665-1363
[EMAIL PROTECTED]

[cid:image001.jpg@01C8F62B.6F504FA0]




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:21 PM
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes

I have a variety of users who are experiencing a weird error.

Occasionally the server acts as if their license has disappeared when trying to 
save an Incident in ITSM 7.03.  They will be working fine one minute and then 
they will get the long series of errors that says...

"You do not have application write license (ARERR 9850).  You do not have write 
access to field" followed by every field on the Incident form.

The irritating thing is the user HAS a license.  This affects both fixed 
license and floating license users.  Removing/re-adding their licenses does not 
fix the problem.  The only consistent way to fix this is to delete the user and 
re-create them - and even THEN it is not 100% curable.

I have checked the following:

1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.

BMC Support has been unable to assist in this issue - it's been going on for 
months.  Has anyone else run into this?  I don't even know how to troubleshoot 
what is going on really since all of the app/workflow/api stuff seems to be 
correct.

William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
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__

Java setup question

[Monty]

Does anyone know where I can get step by step directions for configuring 
eclipse or netbeans java ide's to use the java api? I have downloaded netbeans 
and eclipse but I am lost on where to go from there, I would really like to get 
it setup I need to modify an existing arsperl script to use the c or java api, 
instead of using arsperl and am not sure how to import the jar files into the 
ide. 

Thanks

Monty 



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Re: "You do not have write license" woes

[Garrison, Sean (Norcross)]

We had mega license issues with earlier patches of 7.0.1 ARS.  We upgraded to 
ARS 7.0.1 patch 6 and it seemed to resolve the license issues.  I would 
recommend going to patch 8 though ...

I couldn't tell what version of ARS you are on.

Sean

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Tortolero, Joseph
Sent: Monday, August 04, 2008 12:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

**
I have seen this as well and EMS and BMC have not been able to help either

Thank you,
-j

Joe Tortolero
Remedy Consultant
Desk - 561-682-2780
Cell  - 561-665-1363
[EMAIL PROTECTED]

[cid:image001.jpg@01C8F632.04FAC480]



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:21 PM
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes

I have a variety of users who are experiencing a weird error.

Occasionally the server acts as if their license has disappeared when trying to 
save an Incident in ITSM 7.03.  They will be working fine one minute and then 
they will get the long series of errors that says...

"You do not have application write license (ARERR 9850).  You do not have write 
access to field" followed by every field on the Incident form.

The irritating thing is the user HAS a license.  This affects both fixed 
license and floating license users.  Removing/re-adding their licenses does not 
fix the problem.  The only consistent way to fix this is to delete the user and 
re-create them - and even THEN it is not 100% curable.

I have checked the following:

1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.

BMC Support has been unable to assist in this issue - it's been going on for 
months.  Has anyone else run into this?  I don't even know how to troubleshoot 
what is going on really since all of the app/workflow/api stuff seems to be 
correct.

William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 
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<>

Re: "You do not have write license" woes

[William Rentfrow]

Administrator privileged people still have working licenses.  Other
people's licenses still work.  
 
I like your train of thought but so far there's no evidence to suggest
this is what is happening - and I have been checking :(



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, August 04, 2008 12:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes


** 
If its reading the Host ID from the wrong network card after a restart,
it won't matter if you add or delete the user, its the license that is
invalid at that point.
 
Joe

- Original Message 
From: William Rentfrow <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 1:06:24 PM
Subject: Re: "You do not have write license" woes

** 
No - not that I know of...but even then it doesn't matter because if I
delete/re-add the user I have the same thing happen.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, August 04, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes


** 
By any chance do you guys have dual network cards? I have seen cases
where the license gets invalid after a restart, because the system reads
the Host ID from the wrong network card..
 
Joe

- Original Message 
From: "Tortolero, Joseph" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 12:24:44 PM
Subject: Re: "You do not have write license" woes

** 

I have seen this as well and EMS and BMC have not been able to help
either

 

Thank you,

-j

 

Joe Tortolero

Remedy Consultant

Desk - 561-682-2780

Cell  - 561-665-1363

[EMAIL PROTECTED]  

 

 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:21 PM
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes

 

I have a variety of users who are experiencing a weird error.

 

Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine one
minute and then they will get the long series of errors that says...

 

"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the Incident
form.

 

The irritating thing is the user HAS a license.  This affects both fixed
license and floating license users.  Removing/re-adding their licenses
does not fix the problem.  The only consistent way to fix this is to
delete the user and re-create them - and even THEN it is not 100%
curable.

 

I have checked the following:

 

1.) Box has AR Server license

2.) Box has adequate Application licenses, AR User licenses, etc.

3.) User is configured properly

4.) User is not doing something stupid.

 

BMC Support has been unable to assist in this issue - it's been going on
for months.  Has anyone else run into this?  I don't even know how to
troubleshoot what is going on really since all of the app/workflow/api
stuff seems to be correct.

 

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227


__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___

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Re: "You do not have write license" woes

[William Rentfrow]

ARS 7.1 - the only license that matters to us is the AR Server license.
 
I even upped the license counts for application/AR User licenses to 500
just to make sure we were well under the cap - and that didn't help
either.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Garrison, Sean (Norcross)
Sent: Monday, August 04, 2008 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes


** 

We had mega license issues with earlier patches of 7.0.1 ARS.  We
upgraded to ARS 7.0.1 patch 6 and it seemed to resolve the license
issues.  I would recommend going to patch 8 though ...

 

I couldn't tell what version of ARS you are on.  

 

Sean

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tortolero, Joseph
Sent: Monday, August 04, 2008 12:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

 

** 

I have seen this as well and EMS and BMC have not been able to help
either

 

Thank you,

-j

 

Joe Tortolero

Remedy Consultant

Desk - 561-682-2780

Cell  - 561-665-1363

[EMAIL PROTECTED]  

 

 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:21 PM
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes

 

I have a variety of users who are experiencing a weird error.

 

Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine one
minute and then they will get the long series of errors that says...

 

"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the Incident
form.

 

The irritating thing is the user HAS a license.  This affects both fixed
license and floating license users.  Removing/re-adding their licenses
does not fix the problem.  The only consistent way to fix this is to
delete the user and re-create them - and even THEN it is not 100%
curable.

 

I have checked the following:

 

1.) Box has AR Server license

2.) Box has adequate Application licenses, AR User licenses, etc.

3.) User is configured properly

4.) User is not doing something stupid.

 

BMC Support has been unable to assist in this issue - it's been going on
for months.  Has anyone else run into this?  I don't even know how to
troubleshoot what is going on really since all of the app/workflow/api
stuff seems to be correct.

 

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227

 

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Answers Are" html___

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html___ 

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Re: "You do not have write license" woes

[Walters, Mark]

Are you using any form of AREA plugin?
 
Mark



From: Action Request System discussion list(ARSList) on behalf of William 
Rentfrow
Sent: Mon 04/08/2008 17:21
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes


** 
I have a variety of users who are experiencing a weird error.
 
Occasionally the server acts as if their license has disappeared when trying to 
save an Incident in ITSM 7.03.  They will be working fine one minute and then 
they will get the long series of errors that says...
 
"You do not have application write license (ARERR 9850).  You do not have write 
access to field" followed by every field on the Incident form.
 
The irritating thing is the user HAS a license.  This affects both fixed 
license and floating license users.  Removing/re-adding their licenses does not 
fix the problem.  The only consistent way to fix this is to delete the user and 
re-create them - and even THEN it is not 100% curable.
 
I have checked the following:
 
1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.
 
BMC Support has been unable to assist in this issue - it's been going on for 
months.  Has anyone else run into this?  I don't even know how to troubleshoot 
what is going on really since all of the app/workflow/api stuff seems to be 
correct.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 

___
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Re: "You do not have write license" woes

[William Rentfrow]

Yes - we're authenticating via LDAP/Active Directory. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark
Sent: Monday, August 04, 2008 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Are you using any form of AREA plugin?
 
Mark



From: Action Request System discussion list(ARSList) on behalf of
William Rentfrow
Sent: Mon 04/08/2008 17:21
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes


**
I have a variety of users who are experiencing a weird error.
 
Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine one
minute and then they will get the long series of errors that says...
 
"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the Incident
form.
 
The irritating thing is the user HAS a license.  This affects both fixed
license and floating license users.  Removing/re-adding their licenses
does not fix the problem.  The only consistent way to fix this is to
delete the user and re-create them - and even THEN it is not 100%
curable.
 
I have checked the following:
 
1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.
 
BMC Support has been unable to assist in this issue - it's been going on
for months.  Has anyone else run into this?  I don't even know how to
troubleshoot what is going on really since all of the app/workflow/api
stuff seems to be correct.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ 


___
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Re: "You do not have write license" woes

[William Rentfrow]

Did I mention the user can still create new Incidents?  They just can't
move them to any other status after creation. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark
Sent: Monday, August 04, 2008 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Are you using any form of AREA plugin?
 
Mark



From: Action Request System discussion list(ARSList) on behalf of
William Rentfrow
Sent: Mon 04/08/2008 17:21
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes


**
I have a variety of users who are experiencing a weird error.
 
Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine one
minute and then they will get the long series of errors that says...
 
"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the Incident
form.
 
The irritating thing is the user HAS a license.  This affects both fixed
license and floating license users.  Removing/re-adding their licenses
does not fix the problem.  The only consistent way to fix this is to
delete the user and re-create them - and even THEN it is not 100%
curable.
 
I have checked the following:
 
1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.
 
BMC Support has been unable to assist in this issue - it's been going on
for months.  Has anyone else run into this?  I don't even know how to
troubleshoot what is going on really since all of the app/workflow/api
stuff seems to be correct.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ 


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Re: "You do not have write license" woes

[William Rentfrow]

Also, did I mention it works in the user tool - this is just a mid-tier
error. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark
Sent: Monday, August 04, 2008 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Are you using any form of AREA plugin?
 
Mark



From: Action Request System discussion list(ARSList) on behalf of
William Rentfrow
Sent: Mon 04/08/2008 17:21
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes


**
I have a variety of users who are experiencing a weird error.
 
Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine one
minute and then they will get the long series of errors that says...
 
"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the Incident
form.
 
The irritating thing is the user HAS a license.  This affects both fixed
license and floating license users.  Removing/re-adding their licenses
does not fix the problem.  The only consistent way to fix this is to
delete the user and re-create them - and even THEN it is not 100%
curable.
 
I have checked the following:
 
1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.
 
BMC Support has been unable to assist in this issue - it's been going on
for months.  Has anyone else run into this?  I don't even know how to
troubleshoot what is going on really since all of the app/workflow/api
stuff seems to be correct.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ 


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Re: "You do not have write license" woes

[Darrell Reading]

Recache that thing and see what happens.  Login as Admin, and refresh
the cache. 


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:59
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Also, did I mention it works in the user tool - this is just a mid-tier
error. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark
Sent: Monday, August 04, 2008 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Are you using any form of AREA plugin?
 
Mark



From: Action Request System discussion list(ARSList) on behalf of
William Rentfrow
Sent: Mon 04/08/2008 17:21
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes


**
I have a variety of users who are experiencing a weird error.
 
Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine one
minute and then they will get the long series of errors that says...
 
"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the Incident
form.
 
The irritating thing is the user HAS a license.  This affects both fixed
license and floating license users.  Removing/re-adding their licenses
does not fix the problem.  The only consistent way to fix this is to
delete the user and re-create them - and even THEN it is not 100%
curable.
 
I have checked the following:
 
1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.
 
BMC Support has been unable to assist in this issue - it's been going on
for months.  Has anyone else run into this?  I don't even know how to
troubleshoot what is going on really since all of the app/workflow/api
stuff seems to be correct.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ 


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-
**
This email and any files transmitted with it are confidential and
intended solely for the individual or entity to whom they are
addressed. If you have received this email in error destroy it
immediately.
**
Wal-Mart Confidential
**


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Re: "You do not have write license" woes

[Joe DeSouza]

Interesting.. I would go with flusing the Mid-tier cache as well. The fact that 
your Admin users can log into the Admin tool without the warning about licenses 
is indicative that its not what I suggested earlier.
Another thing you may want to check on is, your AR Server that is configured on 
the mid-tier.. This might be a trivial question, but is it the same server or 
have you accidently configured some test unlicensed server on the mid-tier? :-) 
You might want to rule that out that your server configured is the right 
server..
Joe



- Original Message 
From: Darrell Reading <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 2:05:52 PM
Subject: Re: "You do not have write license" woes

Recache that thing and see what happens.  Login as Admin, and refresh the 
cache. 


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:59
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Also, did I mention it works in the user tool - this is just a mid-tier error. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark
Sent: Monday, August 04, 2008 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Are you using any form of AREA plugin?

Mark



From: Action Request System discussion list(ARSList) on behalf of
William Rentfrow
Sent: Mon 04/08/2008 17:21
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes


**
I have a variety of users who are experiencing a weird error.

Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine one
minute and then they will get the long series of errors that says...

"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the Incident
form.

The irritating thing is the user HAS a license.  This affects both fixed
license and floating license users.  Removing/re-adding their licenses
does not fix the problem.  The only consistent way to fix this is to
delete the user and re-create them - and even THEN it is not 100%
curable.

I have checked the following:

1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.

BMC Support has been unable to assist in this issue - it's been going on
for months.  Has anyone else run into this?  I don't even know how to
troubleshoot what is going on really since all of the app/workflow/api
stuff seems to be correct.

William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227


   
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Re: "You do not have write license" woes

[Gary Opela (Corporate)]

Joe, that's a pretty good suggestion about checking the Mid-Tier server. I 
would hope remedy support would have already had him do that :)

I'm just curious though, I'm assuming he would have noticed this being an issue 
when no one could see tickets that were created in production..

Unless, I wonder if maybe the Mid-Tier is pointed to the wrong server, but the 
wrong server is pointed to the right database box. I've never messed much with 
server groups, but could it be that the mid-tier server is pointed to the wrong 
app server? Would this cause an issue? I'm not sure how the licenses are 
handled in such case, but I would assume they would be at the DB level, so 
there wouldn't be an issue like this.

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Monday, August 04, 2008 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Interesting.. I would go with flusing the Mid-tier cache as well. The fact that 
your Admin users can log into the Admin tool without the warning about licenses 
is indicative that its not what I suggested earlier.

Another thing you may want to check on is, your AR Server that is configured on 
the mid-tier.. This might be a trivial question, but is it the same server or 
have you accidently configured some test unlicensed server on the mid-tier? :-) 
You might want to rule that out that your server configured is the right 
server..

Joe


- Original Message 
From: Darrell Reading <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 2:05:52 PM
Subject: Re: "You do not have write license" woes

Recache that thing and see what happens.  Login as Admin, and refresh the cache.


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of William 
Rentfrow
Sent: Monday, August 04, 2008 12:59
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Also, did I mention it works in the user tool - this is just a mid-tier error.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Walters, 
Mark
Sent: Monday, August 04, 2008 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Are you using any form of AREA plugin?

Mark



From: Action Request System discussion list(ARSList) on behalf of
William Rentfrow
Sent: Mon 04/08/2008 17:21
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes


**
I have a variety of users who are experiencing a weird error.

Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine one
minute and then they will get the long series of errors that says...

"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the Incident
form.

The irritating thing is the user HAS a license.  This affects both fixed
license and floating license users.  Removing/re-adding their licenses
does not fix the problem.  The only consistent way to fix this is to
delete the user and re-create them - and even THEN it is not 100%
curable.

I have checked the following:

1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.

BMC Support has been unable to assist in this issue - it's been going on
for months.  Has anyone else run into this?  I don't even know how to
troubleshoot what is going on really since all of the app/workflow/api
stuff seems to be correct.

William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227

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Re: "You do not have write license" woes

[Carey Matthew Black]

William,

Just a WAG...

Maybe you have a web server cluster that is behind a load balancer
that is not using a Sticky session?

( Maybe the user has a valid license but is trying to "switch IP
Addresses" in a way that is confusing the ARS server?)

-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
> Also, did I mention it works in the user tool - this is just a mid-tier
> error.



>
> From: Action Request System discussion list(ARSList) on behalf of
> William Rentfrow
> Sent: Mon 04/08/2008 17:21
> To: arslist@ARSLIST.ORG
> Subject: "You do not have write license" woes
>
>
> **
> I have a variety of users who are experiencing a weird error.
>
> Occasionally the server acts as if their license has disappeared when
> trying to save an Incident in ITSM 7.03.  They will be working fine one
> minute and then they will get the long series of errors that says...
>
> "You do not have application write license (ARERR 9850).  You do not
> have write access to field" followed by every field on the Incident
> form.
>
> The irritating thing is the user HAS a license.  This affects both fixed
> license and floating license users.  Removing/re-adding their licenses
> does not fix the problem.  The only consistent way to fix this is to
> delete the user and re-create them - and even THEN it is not 100%
> curable.
>
> I have checked the following:
>
> 1.) Box has AR Server license
> 2.) Box has adequate Application licenses, AR User licenses, etc.
> 3.) User is configured properly
> 4.) User is not doing something stupid.
>
> BMC Support has been unable to assist in this issue - it's been going on
> for months.  Has anyone else run into this?  I don't even know how to
> troubleshoot what is going on really since all of the app/workflow/api
> stuff seems to be correct.
>
> William Rentfrow, Principal Consultant
> [EMAIL PROTECTED]
> C 701-306-6157
> O 952-432-0227

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Re: "You do not have write license" woes

[William Rentfrow]

Flushing the cache fixed the problem for upwards of 2 minutes.  Now it's
broken again.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)
Sent: Monday, August 04, 2008 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes


** 

Joe, that's a pretty good suggestion about checking the Mid-Tier server.
I would hope remedy support would have already had him do that :-)

 

I'm just curious though, I'm assuming he would have noticed this being
an issue when no one could see tickets that were created in production..

 

Unless, I wonder if maybe the Mid-Tier is pointed to the wrong server,
but the wrong server is pointed to the right database box. I've never
messed much with server groups, but could it be that the mid-tier server
is pointed to the wrong app server? Would this cause an issue? I'm not
sure how the licenses are handled in such case, but I would assume they
would be at the DB level, so there wouldn't be an issue like this.

 

Thanks,

 

Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, August 04, 2008 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

 

Interesting.. I would go with flusing the Mid-tier cache as well. The
fact that your Admin users can log into the Admin tool without the
warning about licenses is indicative that its not what I suggested
earlier.

 

Another thing you may want to check on is, your AR Server that is
configured on the mid-tier.. This might be a trivial question, but is it
the same server or have you accidently configured some test unlicensed
server on the mid-tier? :-) You might want to rule that out that your
server configured is the right server..

 

Joe

 

 

- Original Message 
From: Darrell Reading <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 2:05:52 PM
Subject: Re: "You do not have write license" woes

Recache that thing and see what happens.  Login as Admin, and refresh
the cache. 


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:59
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Also, did I mention it works in the user tool - this is just a mid-tier
error. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark
Sent: Monday, August 04, 2008 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Are you using any form of AREA plugin?

Mark



From: Action Request System discussion list(ARSList) on behalf of
William Rentfrow
Sent: Mon 04/08/2008 17:21
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes


**
I have a variety of users who are experiencing a weird error.

Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine one
minute and then they will get the long series of errors that says...

"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the Incident
form.

The irritating thing is the user HAS a license.  This affects both fixed
license and floating license users.  Removing/re-adding their licenses
does not fix the problem.  The only consistent way to fix this is to
delete the user and re-create them - and even THEN it is not 100%
curable.

I have checked the following:

1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.

BMC Support has been unable to assist in this issue - it's been going on
for months.  Has anyone else run into this?  I don't even know how to
troubleshoot what is going on really since all of the app/workflow/api
stuff seems to be correct.

William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227

 

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Re: "You do not have write license" woes

[William Rentfrow]

We do have the correct server configured - but that's a pretty good
suggestion.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, August 04, 2008 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes


** 
Interesting.. I would go with flusing the Mid-tier cache as well. The
fact that your Admin users can log into the Admin tool without the
warning about licenses is indicative that its not what I suggested
earlier.
 
Another thing you may want to check on is, your AR Server that is
configured on the mid-tier.. This might be a trivial question, but is it
the same server or have you accidently configured some test unlicensed
server on the mid-tier? :-) You might want to rule that out that your
server configured is the right server..
 
Joe


- Original Message 
From: Darrell Reading <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 2:05:52 PM
Subject: Re: "You do not have write license" woes

Recache that thing and see what happens.  Login as Admin, and refresh
the cache. 


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 12:59
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Also, did I mention it works in the user tool - this is just a mid-tier
error. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark
Sent: Monday, August 04, 2008 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Are you using any form of AREA plugin?

Mark



From: Action Request System discussion list(ARSList) on behalf of
William Rentfrow
Sent: Mon 04/08/2008 17:21
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes


**
I have a variety of users who are experiencing a weird error.

Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine one
minute and then they will get the long series of errors that says...

"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the Incident
form.

The irritating thing is the user HAS a license.  This affects both fixed
license and floating license users.  Removing/re-adding their licenses
does not fix the problem.  The only consistent way to fix this is to
delete the user and re-create them - and even THEN it is not 100%
curable.

I have checked the following:

1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.

BMC Support has been unable to assist in this issue - it's been going on
for months.  Has anyone else run into this?  I don't even know how to
troubleshoot what is going on really since all of the app/workflow/api
stuff seems to be correct.

William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___

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Re: "You do not have write license" woes

[William Rentfrow]

Hm.this bears some investigating.  I do not know for sure. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, August 04, 2008 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Just a WAG...

Maybe you have a web server cluster that is behind a load balancer that
is not using a Sticky session?

( Maybe the user has a valid license but is trying to "switch IP
Addresses" in a way that is confusing the ARS server?)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
> Also, did I mention it works in the user tool - this is just a 
> mid-tier error.



>
> From: Action Request System discussion list(ARSList) on behalf of 
> William Rentfrow
> Sent: Mon 04/08/2008 17:21
> To: arslist@ARSLIST.ORG
> Subject: "You do not have write license" woes
>
>
> **
> I have a variety of users who are experiencing a weird error.
>
> Occasionally the server acts as if their license has disappeared when 
> trying to save an Incident in ITSM 7.03.  They will be working fine 
> one minute and then they will get the long series of errors that
says...
>
> "You do not have application write license (ARERR 9850).  You do not 
> have write access to field" followed by every field on the 
> Incident form.
>
> The irritating thing is the user HAS a license.  This affects both 
> fixed license and floating license users.  Removing/re-adding their 
> licenses does not fix the problem.  The only consistent way to fix 
> this is to delete the user and re-create them - and even THEN it is 
> not 100% curable.
>
> I have checked the following:
>
> 1.) Box has AR Server license
> 2.) Box has adequate Application licenses, AR User licenses, etc.
> 3.) User is configured properly
> 4.) User is not doing something stupid.
>
> BMC Support has been unable to assist in this issue - it's been going 
> on for months.  Has anyone else run into this?  I don't even know how 
> to troubleshoot what is going on really since all of the 
> app/workflow/api stuff seems to be correct.
>
> William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 
> 701-306-6157 O 952-432-0227


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Re: "You do not have write license" woes

[Chowdhury, Tauf]

William,
I'm going with Carey on this one. If you have a load balancer, take a
look at how it is handling the sessions. Is it using a shorter timeout
than what is configured on the mid tier? Is it storing the cookie
properly? 

Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Office: 631.858.7765
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Hm.this bears some investigating.  I do not know for sure. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, August 04, 2008 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Just a WAG...

Maybe you have a web server cluster that is behind a load balancer that
is not using a Sticky session?

( Maybe the user has a valid license but is trying to "switch IP
Addresses" in a way that is confusing the ARS server?)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
> Also, did I mention it works in the user tool - this is just a 
> mid-tier error.



>
> From: Action Request System discussion list(ARSList) on behalf of 
> William Rentfrow
> Sent: Mon 04/08/2008 17:21
> To: arslist@ARSLIST.ORG
> Subject: "You do not have write license" woes
>
>
> **
> I have a variety of users who are experiencing a weird error.
>
> Occasionally the server acts as if their license has disappeared when 
> trying to save an Incident in ITSM 7.03.  They will be working fine 
> one minute and then they will get the long series of errors that
says...
>
> "You do not have application write license (ARERR 9850).  You do not 
> have write access to field" followed by every field on the 
> Incident form.
>
> The irritating thing is the user HAS a license.  This affects both 
> fixed license and floating license users.  Removing/re-adding their 
> licenses does not fix the problem.  The only consistent way to fix 
> this is to delete the user and re-create them - and even THEN it is 
> not 100% curable.
>
> I have checked the following:
>
> 1.) Box has AR Server license
> 2.) Box has adequate Application licenses, AR User licenses, etc.
> 3.) User is configured properly
> 4.) User is not doing something stupid.
>
> BMC Support has been unable to assist in this issue - it's been going 
> on for months.  Has anyone else run into this?  I don't even know how 
> to troubleshoot what is going on really since all of the 
> app/workflow/api stuff seems to be correct.
>
> William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 
> 701-306-6157 O 952-432-0227


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Re: Java setup question

[Chintan Shah]

You can import the necessary jars in your eclipse project.

Right click on "Project" name-->"Build Path"-->"Add external Archives", From 
here you can add necessary JAVA jars.

Another way is "Build Path"-->"Configure Build Path", you can add jars here too.

If you working in Windows environment, you will all need to add certain DLL's 
to classpath.

Thanks
Chintan..

--- On Mon, 8/4/08, Monty <[EMAIL PROTECTED]> wrote:
From: Monty <[EMAIL PROTECTED]>
Subject: Java setup question
To: arslist@ARSLIST.ORG
Date: Monday, August 4, 2008, 10:22 AM

**


 
 


Does anyone know where I can get step by step directions for configuring 
eclipse or netbeans java ide's to use the java api? I have downloaded netbeans 
and eclipse but I am lost on where to go from there, I would really like to get 
it setup I need to modify an existing arsperl script to use the c or java api, 
instead of using arsperl and am not sure how to import the jar files into the 
ide. 
Thanks
Monty 
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Re: Suggestions wanted....

[jham36]

The User Tool installs ARLogDisplay.exe   Check your User Tool install
directory.

James

On Aug 1, 9:20 pm, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> I am not sure if there is anything available for reading logs - there used
> to be a log timer utility years ago to measure time between the send and
> receive of an API to measure performance benchmarks..
>
> Richard,
>
> However for checking the versions, all you need to do is query the
> SHARE:Applications Properties form in the AR System to get the complete
> versioning information down to patch level. If that is not enough you could
> create a report to report that form.
>
> To get the version of the AR System you can run the arsignal command with
> the -version switch to get the version and patch level of the AR System
> server.. you can also run the admin tool from the command line to get some
> configuration information of the AR Server. Type aradmin /? to get complete
> help on how to use the aradmin tool from the command line.
>
> Hope this helps..
>
> Joe
>
>
>
>   -Original Message-
>   From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Richard Copits
>   Sent: Friday, August 01, 2008 2:14 PM
>   To: [EMAIL PROTECTED]
>   Subject: Suggestions wanted
>
>   **
>   I’m trying to find a couple of utility programs to run and hoping that
> someone
>
>   may have some suggestions on where to find them:
>
>   1.       A program that will make it easier to read the contents of any
>
>   of the many log files that are available under a full 7.x ITIL
>
>   system.
>
>   2.       A program that will display the version and patch level of each
>
>   component of a fully configured/installed  Remedy 7.x ITIL system.
>
>   Thank you for any help, suggestions, etc.
>
>   Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
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Re: Silent Installation

[Grooms, Frederick W]

Our Install script won't help you as it has our path and server info in
it.  You can record you own by doing the following  (Note quick and
dirty typing, full instructions are in the White Paper)
 
make a temporary directory on your PC to hold the files  (i.e.
C:\Temp\Remedy)   
copy the User install program to the temp directory   
run the install telling it to record the actions  (
C:\Temp\Remedy\User.exe -r -f1C:\Temp\Remedy\User7.iss
-f2C:\Temp\Remedy\User_Install.log )   
Again no spaces between the -f1 and the install script path (the
same with the -f2 and the log file path) and I recommend no spaces in
the path.
 
Fred




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ramy S. Ayoub
Sent: Monday, August 04, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Silent Installation


Fred ,
 
Can i have the script command ?
 
Ramy


On Mon, Aug 4, 2008 at 5:33 PM, Grooms, Frederick W
<[EMAIL PROTECTED]> wrote:


  
This is the way we have had our Desktop (Microsoft SMS) team
push the client.  One thing we did was to have the script copy the
install to the user's local machine and run it from there.
 
The command line was:
   C:\Temp\Remedy\User.exe -s -SMS -f1C:\Temp\Remedy\User7.iss
-f2C:\Temp\Remedy\User_Install.log
 
I did some searching on the InstallShield site and found the SMS
parameter.  That parameter tells the install to keep network connections
open until the install has finished.  When installing it from a local
drive it is not really needed (We had added it before we decided to have
the install copy the files to the user's local drive).  Also there can
be no spaces between the -f1 and the install script path (the same with
the -f2 and the log file path).
 
Also you need to make sure the install is run under a user's
login that has administrator rights on the PC, and then give the user
who will be running Remedy full rights to the Home Directory.
 
Fred





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ramy S. Ayoub

Sent: Monday, August 04, 2008 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Silent Installation



Hi Fred ,
 
The Desktop Team tired with this switches , basically after the
installation is done without any errors ,but the User Tool still not
installed 

Ramy

On Mon, Aug 4, 2008 at 5:07 PM, Grooms, Frederick W
<[EMAIL PROTECTED]> wrote:


  
Yes 
 
BMC has a white paper on creating a silent install
script (Silent Install of Remedy User.pdf) that will give you the
command line parameters.  It is basically the standard Install Shield
parameters.  Note: There is a typo on page 8 (creating an uninstall
script. The table says -s when it should say -r)
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ramy S. Ayoub
Sent: Monday, August 04, 2008 4:20 AM
To: arslist@ARSLIST.ORG
Subject: Silent Installation



Hi All ,
 

There is any Silent Installation for Remedy User version
7.x

 

Regards

Ramy Ayoub 

 



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Job: Kforce - Remedy Architect - Largo, MD - 2 Year Contract

[Kitchen, Joshua T]

Dear List,
 
Hope all is well, Kforce is currently seeking one Remedy Architect for a
2 year contract in Largo, MD.
 
Title:  Remedy Architect

Type:  Contract

Authorization Status:  US Citizen Only (No TN-Visa, GC, or H1-B Accepted
at this time)

Duration:  2 Years

Location:  Largo, MD

 

Job Responsibilities: 

Senior-level architect responsible for developing a customized workflow
that integrates customer business practices into the REMEDY ITSM suite
of products. Provides technical project leadership for REMEDY
application development and REMEDY system architecture. Provides
system/application design engineering solutions that align with REMEDY
standards and satisfy businesses requirements. Works pro-actively to
ensure high performance, high reliability and rapid trouble resolution
of REMEDY workflow System. Responsible for developing and lifecycle
maintenance of service management workflows using REMEDY ARS System and
REMEDY ITSM Suite. Provides project management of REMEDY development
lifecycle. Defines REMEDY development standards and services. Builds
integration plans and REMEDY architecture/development roadmap that
identify deliverables and values to the Census Bureau. Documents all
engineered solutions including ongoing maintenance requirements.
Integrates and simplifies REMEDY solutions with EMS tool infrastructure.


*   Direct experience with BMC REMEDY ITSM 7.x applications in a
production environment. 
*   Experience in developing a customized workflow to augment the
REMEDY ITSM suite of products. 
*   Experience developing custom reports that integrated with the
REMEDY Reports Console. 
*   Experience collecting business practices and completing a full
production installation and configuration of ARS v7.0.01, Atrium CMDB
v2.01, SLM v7.03, Service Desk 7.0.02, Change Management v7.0.02, and
Asset Management v7.0.01 that replicates existing business processes. 
*   Experience customizing REMEDY Helpdesk.   

Respectfully,

Joshua Kitchen
Information Technology Recruiter
Kforce Professional Staffing 
Two Prestige Place (Suite 350)
937.449.1749 Office  
937.461.6888 Fax 
937.416.3456 Cell
Great People = Great Results
   
Please don't keep me a secret... a referral is the best compliment I can
receive. 

 

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<>

Re: "You do not have write license" woes

[Grooms, Frederick W]

Another thing to check is your web server timeout settings (not just the
ones in the Mid-Tier Config pages, but the ones for the actual web
server).  If your web server is dropping the session due to a timeout
setting it might cause this issue. 

Since you said it only affects the web and not the user tool I don't
believe it is a user_cache issue.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Monday, August 04, 2008 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,
I'm going with Carey on this one. If you have a load balancer, take a
look at how it is handling the sessions. Is it using a shorter timeout
than what is configured on the mid tier? Is it storing the cookie
properly? 

Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Office: 631.858.7765
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Hm.this bears some investigating.  I do not know for sure. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, August 04, 2008 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Just a WAG...

Maybe you have a web server cluster that is behind a load balancer that
is not using a Sticky session?

( Maybe the user has a valid license but is trying to "switch IP
Addresses" in a way that is confusing the ARS server?)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
> Also, did I mention it works in the user tool - this is just a 
> mid-tier error.



>
> From: Action Request System discussion list(ARSList) on behalf of 
> William Rentfrow
> Sent: Mon 04/08/2008 17:21
> To: arslist@ARSLIST.ORG
> Subject: "You do not have write license" woes
>
>
> **
> I have a variety of users who are experiencing a weird error.
>
> Occasionally the server acts as if their license has disappeared when 
> trying to save an Incident in ITSM 7.03.  They will be working fine 
> one minute and then they will get the long series of errors that
says...
>
> "You do not have application write license (ARERR 9850).  You do not 
> have write access to field" followed by every field on the 
> Incident form.
>
> The irritating thing is the user HAS a license.  This affects both 
> fixed license and floating license users.  Removing/re-adding their 
> licenses does not fix the problem.  The only consistent way to fix 
> this is to delete the user and re-create them - and even THEN it is 
> not 100% curable.
>
> I have checked the following:
>
> 1.) Box has AR Server license
> 2.) Box has adequate Application licenses, AR User licenses, etc.
> 3.) User is configured properly
> 4.) User is not doing something stupid.
>
> BMC Support has been unable to assist in this issue - it's been going 
> on for months.  Has anyone else run into this?  I don't even know how 
> to troubleshoot what is going on really since all of the 
> app/workflow/api stuff seems to be correct.
>
> William Rentfrow, Principal Consultant [EMAIL PROTECTED] C
> 701-306-6157 O 952-432-0227

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Re: "You do not have write license" woes

[William Rentfrow]

I'm not ruling that out - but our QA system does not have a load
balancer and we had the problem there a while back too with all of the
same issues/appearances. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Monday, August 04, 2008 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,
I'm going with Carey on this one. If you have a load balancer, take a
look at how it is handling the sessions. Is it using a shorter timeout
than what is configured on the mid tier? Is it storing the cookie
properly? 

Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Office: 631.858.7765
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Hm.this bears some investigating.  I do not know for sure. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, August 04, 2008 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Just a WAG...

Maybe you have a web server cluster that is behind a load balancer that
is not using a Sticky session?

( Maybe the user has a valid license but is trying to "switch IP
Addresses" in a way that is confusing the ARS server?)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
> Also, did I mention it works in the user tool - this is just a 
> mid-tier error.



>
> From: Action Request System discussion list(ARSList) on behalf of 
> William Rentfrow
> Sent: Mon 04/08/2008 17:21
> To: arslist@ARSLIST.ORG
> Subject: "You do not have write license" woes
>
>
> **
> I have a variety of users who are experiencing a weird error.
>
> Occasionally the server acts as if their license has disappeared when 
> trying to save an Incident in ITSM 7.03.  They will be working fine 
> one minute and then they will get the long series of errors that
says...
>
> "You do not have application write license (ARERR 9850).  You do not 
> have write access to field" followed by every field on the 
> Incident form.
>
> The irritating thing is the user HAS a license.  This affects both 
> fixed license and floating license users.  Removing/re-adding their 
> licenses does not fix the problem.  The only consistent way to fix 
> this is to delete the user and re-create them - and even THEN it is 
> not 100% curable.
>
> I have checked the following:
>
> 1.) Box has AR Server license
> 2.) Box has adequate Application licenses, AR User licenses, etc.
> 3.) User is configured properly
> 4.) User is not doing something stupid.
>
> BMC Support has been unable to assist in this issue - it's been going 
> on for months.  Has anyone else run into this?  I don't even know how 
> to troubleshoot what is going on really since all of the 
> app/workflow/api stuff seems to be correct.
>
> William Rentfrow, Principal Consultant [EMAIL PROTECTED] C
> 701-306-6157 O 952-432-0227


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**
This e-mail and its attachments may contain Forest Laboratories, Inc.
proprietary information that is privileged, confidential or subject to
copyright belonging to Forest Laboratories, Inc. This e-mail is intended
solely for the use of the individual or entity to which it is addressed.
If you are not the intended recipient of this e-mail, or the employee or
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you are hereby notified that any dissemination, distribution, copying or
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this e-mail in error, please notify the sender immediately and
permanently delete the original and any copy of this e-mail and any
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Re: "You do not have write license" woes

[William Rentfrow]

Once a user gets the error it's there to stay - we can log out and back
in and it's immediate. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Monday, August 04, 2008 2:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Another thing to check is your web server timeout settings (not just the
ones in the Mid-Tier Config pages, but the ones for the actual web
server).  If your web server is dropping the session due to a timeout
setting it might cause this issue. 

Since you said it only affects the web and not the user tool I don't
believe it is a user_cache issue.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Monday, August 04, 2008 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,
I'm going with Carey on this one. If you have a load balancer, take a
look at how it is handling the sessions. Is it using a shorter timeout
than what is configured on the mid tier? Is it storing the cookie
properly? 

Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Office: 631.858.7765
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Hm.this bears some investigating.  I do not know for sure. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, August 04, 2008 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Just a WAG...

Maybe you have a web server cluster that is behind a load balancer that
is not using a Sticky session?

( Maybe the user has a valid license but is trying to "switch IP
Addresses" in a way that is confusing the ARS server?)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
> Also, did I mention it works in the user tool - this is just a 
> mid-tier error.



>
> From: Action Request System discussion list(ARSList) on behalf of 
> William Rentfrow
> Sent: Mon 04/08/2008 17:21
> To: arslist@ARSLIST.ORG
> Subject: "You do not have write license" woes
>
>
> **
> I have a variety of users who are experiencing a weird error.
>
> Occasionally the server acts as if their license has disappeared when 
> trying to save an Incident in ITSM 7.03.  They will be working fine 
> one minute and then they will get the long series of errors that
says...
>
> "You do not have application write license (ARERR 9850).  You do not 
> have write access to field" followed by every field on the 
> Incident form.
>
> The irritating thing is the user HAS a license.  This affects both 
> fixed license and floating license users.  Removing/re-adding their 
> licenses does not fix the problem.  The only consistent way to fix 
> this is to delete the user and re-create them - and even THEN it is 
> not 100% curable.
>
> I have checked the following:
>
> 1.) Box has AR Server license
> 2.) Box has adequate Application licenses, AR User licenses, etc.
> 3.) User is configured properly
> 4.) User is not doing something stupid.
>
> BMC Support has been unable to assist in this issue - it's been going 
> on for months.  Has anyone else run into this?  I don't even know how 
> to troubleshoot what is going on really since all of the 
> app/workflow/api stuff seems to be correct.
>
> William Rentfrow, Principal Consultant [EMAIL PROTECTED] C
> 701-306-6157 O 952-432-0227


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Re: Silent Installation

[jham36]

I had some problems in doing this silent install.  I needed to have
two answer files.  One for an upgrade and one for a new install.  I
was able to work with this, but I came across another problem.  I
needed two more answer files.  One for a new install on a machine that
was going to need a reboot after install and another for an upgrade
that was going to need a reboot after install.  That's 4 total answer
files.
There was no way for me to tell which machines would need a reboot
before the install failed.  I would get error code 3 missing
information if I used the wrong answer file.
This became too difficult to manage and automate.
We use BMC Conuration Management to do software installs.  I created a
custom package and manually added in all the files and registry keys.
I also created a separate install for the Crystal reports viewer that
had a convenient msi file and attached that install to the User Tool
install through policy manager.

James

On Aug 4, 12:02 pm, "Ramy S. Ayoub" <[EMAIL PROTECTED]> wrote:
> Fred ,
>
> Can i have the script command ?
>
> Ramy
>
> On Mon, Aug 4, 2008 at 5:33 PM, Grooms, Frederick W <
>
>
>
>
>
> [EMAIL PROTECTED]> wrote:
> > ** This is the way we have had our Desktop (Microsoft SMS) team push the
> > client.  One thing we did was to have the script copy the install to the
> > user's local machine and run it from there.
>
> > The command line was:
> >    C:\Temp\Remedy\User.exe -s -SMS -f1C:\Temp\Remedy\User7.iss
> > -f2C:\Temp\Remedy\User_Install.log
>
> > I did some searching on the InstallShield site and found the SMS
> > parameter.  That parameter tells the install to keep network connections
> > open until the install has finished.  When installing it from a local drive
> > it is not really needed (We had added it before we decided to have the
> > install copy the files to the user's local drive).  Also there can be no
> > spaces between the -f1 and the install script path (the same with the -f2
> > and the log file path).
>
> > Also you need to make sure the install is run under a user's login that has
> > administrator rights on the PC, and then give the user who will be running
> > Remedy full rights to the Home Directory.
>
> > Fred
>
> >  --
> >  *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] *On Behalf Of *Ramy S. Ayoub
> > *Sent:* Monday, August 04, 2008 9:18 AM
> > *To:* [EMAIL PROTECTED]
> > *Subject:* Re: Silent Installation
>
> >    Hi Fred ,
>
> > The Desktop Team tired with this switches , basically after the
> > installation is done without any errors ,but the User Tool still not
> > installed
> > Ramy
> > On Mon, Aug 4, 2008 at 5:07 PM, Grooms, Frederick W <
> > [EMAIL PROTECTED]> wrote:
>
> >>   Yes
>
> >> BMC has a white paper on creating a silent install script (Silent Install
> >> of Remedy User.pdf) that will give you the command line parameters.  It is
> >> basically the standard Install Shield parameters.  Note: There is a typo on
> >> page 8 (creating an uninstall script. The table says -s when it should say
> >> -r)
>
> >> Fred
>
> >>  --
> >> *From:* Action Request System discussion list(ARSList) [mailto:
> >> [EMAIL PROTECTED] *On Behalf Of *Ramy S. Ayoub
> >> *Sent:* Monday, August 04, 2008 4:20 AM
> >> *To:* [EMAIL PROTECTED]
> >> *Subject:* Silent Installation
>
> >>    Hi All ,
>
> >> There is any Silent Installation for Remedy User version 7.x
>
> >> Regards
>
> >> Ramy Ayoub
>
> >  __Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are"
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Re: Customized Mid-Tier login page

[jham36]

Instead of creating an html file to do the redirect, you can create a
Virtual Directory in IIS and in the properties you can set a redirect
to a url.  This way you can use any url you want for your supported
companies.  You will just need to create a virtual directory for each
of your clients.
http://.com/company1
http://.com/company2
etc.

On Jul 31, 12:48 pm, "Gary Opela (Corporate)" <[EMAIL PROTECTED]>
wrote:
> I need to set up a customized login page for each of my companies that I 
> support.
>
> I need them to be able to go to http:arsys to log in. 
> The  tag will be the same for all of the companies, I just need them 
> to each go to their own extension after the  info. Each company will 
> have a custom login page, with their own graphics and everything on them.
>
> I see in the documentation it says the following:
>
> Example 2: Login with customized login page
> http:///arsys/apps///login.jsp?
> goto=&server=
> The user logs in using a login page customized for an application, and then 
> goes to
> the specified URL.
> Any URL after goto statement must be URL-encoded.
>
> This looks like they still have to go to http://arsys instead of 
> http:arsys. Do I just need to put an index.html file in 
> the http:arsys for each company that does a redirect to 
> http:///arsys/apps///login.jsp?goto=//arsys/login.jsp>&server=
>
> Thanks...
>
> Thanks,
>
> Gary Opela, Jr., RSP
> Remedy Engineer
> Leader Communications, Inc.http://www.5pointleader.comhttp://www.lcibest.com
> Best Product, Best People, Best PriceTM
> An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company
>
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Re: "You do not have write license" woes

[Joe DeSouza]

Another suggestion - something you might have already crossed out but worth a 
shot..
Is the user typing in the correct password? If not is the system set up to 
allow guest users? If so the user must be logging in as a guest, and hence can 
submit but cannot modify.. Or perhaps since you say that you are using LDAP, 
the LDAP password was changed but has not yet propogated, hence is logging in 
the user as a guest user even though he is typing the correct password?
Turn on user logging and see what you get.. also turn on your LDAP logging to 
verify if the user is being authenticated as he should..
Cheers
Joe


- Original Message 
From: William Rentfrow <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 3:35:06 PM
Subject: Re: "You do not have write license" woes

Once a user gets the error it's there to stay - we can log out and back in and 
it's immediate. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Monday, August 04, 2008 2:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Another thing to check is your web server timeout settings (not just the ones 
in the Mid-Tier Config pages, but the ones for the actual web server).  If your 
web server is dropping the session due to a timeout setting it might cause this 
issue. 

Since you said it only affects the web and not the user tool I don't believe it 
is a user_cache issue.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Monday, August 04, 2008 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,
I'm going with Carey on this one. If you have a load balancer, take a look at 
how it is handling the sessions. Is it using a shorter timeout than what is 
configured on the mid tier? Is it storing the cookie properly? 

Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Office: 631.858.7765


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Hm.this bears some investigating.  I do not know for sure. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, August 04, 2008 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Just a WAG...

Maybe you have a web server cluster that is behind a load balancer that
is not using a Sticky session?

( Maybe the user has a valid license but is trying to "switch IP
Addresses" in a way that is confusing the ARS server?)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
> Also, did I mention it works in the user tool - this is just a 
> mid-tier error.



>
> From: Action Request System discussion list(ARSList) on behalf of 
> William Rentfrow
> Sent: Mon 04/08/2008 17:21
> To: arslist@ARSLIST.ORG
> Subject: "You do not have write license" woes
>
>
> **
> I have a variety of users who are experiencing a weird error.
>
> Occasionally the server acts as if their license has disappeared when 
> trying to save an Incident in ITSM 7.03.  They will be working fine 
> one minute and then they will get the long series of errors that
says...
>
> "You do not have application write license (ARERR 9850).  You do not 
> have write access to field" followed by every field on the 
> Incident form.
>
> The irritating thing is the user HAS a license.  This affects both 
> fixed license and floating license users.  Removing/re-adding their 
> licenses does not fix the problem.  The only consistent way to fix 
> this is to delete the user and re-create them - and even THEN it is 
> not 100% curable.
>
> I have checked the following:
>
> 1.) Box has AR Server license
> 2.) Box has adequate Application licenses, AR User licenses, etc.
> 3.) User is configured properly
> 4.) User is not doing something stupid.
>
> BMC Support has been unable to assist in this issue - it's been going 
> on for months.  Has anyone else run into this?  I don't even know how 
> to troubleshoot what is going on really since all of the 
> app/workflow/api stuff seems to be correct.
>
> William Rentfrow, Principal Consultant [EMAIL PROTECTED] C
> 701-306-6157 O 952-432-0227




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Re: "You do not have write license" woes

[William Rentfrow]

Guest users are not allowed.  The user is connected as themself.
 
All good questions! :)  So far - no indication of what the problem.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, August 04, 2008 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes


** 
Another suggestion - something you might have already crossed out but
worth a shot..
 
Is the user typing in the correct password? If not is the system set up
to allow guest users? If so the user must be logging in as a guest, and
hence can submit but cannot modify.. Or perhaps since you say that you
are using LDAP, the LDAP password was changed but has not yet
propogated, hence is logging in the user as a guest user even though he
is typing the correct password?
 
Turn on user logging and see what you get.. also turn on your LDAP
logging to verify if the user is being authenticated as he should..
 
Cheers
 
Joe

- Original Message 
From: William Rentfrow <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 3:35:06 PM
Subject: Re: "You do not have write license" woes

Once a user gets the error it's there to stay - we can log out and back
in and it's immediate. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Monday, August 04, 2008 2:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Another thing to check is your web server timeout settings (not just the
ones in the Mid-Tier Config pages, but the ones for the actual web
server).  If your web server is dropping the session due to a timeout
setting it might cause this issue. 

Since you said it only affects the web and not the user tool I don't
believe it is a user_cache issue.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Monday, August 04, 2008 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,
I'm going with Carey on this one. If you have a load balancer, take a
look at how it is handling the sessions. Is it using a shorter timeout
than what is configured on the mid tier? Is it storing the cookie
properly? 

Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Office: 631.858.7765


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Hm.this bears some investigating.  I do not know for sure. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, August 04, 2008 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Just a WAG...

Maybe you have a web server cluster that is behind a load balancer that
is not using a Sticky session?

( Maybe the user has a valid license but is trying to "switch IP
Addresses" in a way that is confusing the ARS server?)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
> Also, did I mention it works in the user tool - this is just a 
> mid-tier error.



>
> From: Action Request System discussion list(ARSList) on behalf of 
> William Rentfrow
> Sent: Mon 04/08/2008 17:21
> To: arslist@ARSLIST.ORG
> Subject: "You do not have write license" woes
>
>
> **
> I have a variety of users who are experiencing a weird error.
>
> Occasionally the server acts as if their license has disappeared when 
> trying to save an Incident in ITSM 7.03.  They will be working fine 
> one minute and then they will get the long series of errors that
says...
>
> "You do not have application write license (ARERR 9850).  You do not 
> have write access to field" followed by every field on the 
> Incident form.
>
> The irritating thing is the user HAS a license.  This affects both 
> fixed license and floating license users.  Removing/re-adding their 
> licenses does not fix the problem.  The only consistent way to fix 
> this is to delete the user and re-create them - and even THEN it is 
> not 100% curable.
>
> I have checked the following:
>
> 1.) Box has AR Server license
> 2.) Box has adequate Application licenses, AR User licenses, etc.
> 3.) User is configured properly
> 4.) User is not doing something stupid.
>
> BMC Support has been unable to assist in this issue - it's been going 
> on for months.  Has anyone else run into this?  I don't even know how 
> to troubleshoot what is going on really since all of the 
> a

Re: "You do not have write license" woes

[Lisa Westerfield]

The only times we experienced this is when the EA chaining order was incorrect, 
or if we ran out of licenses, or if the people/user records got out of synch.

-Original Message-
From: William Rentfrow <[EMAIL PROTECTED]>
Sent: Monday, August 04, 2008 4:24 PM
To: arslist@ARSLIST.ORG 
Subject: Re: "You do not have write license" woes

Guest users are not allowed.  The user is connected as themself.
 
All good questions! :)  So far - no indication of what the problem.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, August 04, 2008 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes


** 
Another suggestion - something you might have already crossed out but
worth a shot..
 
Is the user typing in the correct password? If not is the system set up
to allow guest users? If so the user must be logging in as a guest, and
hence can submit but cannot modify.. Or perhaps since you say that you
are using LDAP, the LDAP password was changed but has not yet
propogated, hence is logging in the user as a guest user even though he
is typing the correct password?
 
Turn on user logging and see what you get.. also turn on your LDAP
logging to verify if the user is being authenticated as he should..
 
Cheers
 
Joe

- Original Message 
From: William Rentfrow <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 3:35:06 PM
Subject: Re: "You do not have write license" woes

Once a user gets the error it's there to stay - we can log out and back
in and it's immediate. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Monday, August 04, 2008 2:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Another thing to check is your web server timeout settings (not just the
ones in the Mid-Tier Config pages, but the ones for the actual web
server).  If your web server is dropping the session due to a timeout
setting it might cause this issue. 

Since you said it only affects the web and not the user tool I don't
believe it is a user_cache issue.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Monday, August 04, 2008 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,
I'm going with Carey on this one. If you have a load balancer, take a
look at how it is handling the sessions. Is it using a shorter timeout
than what is configured on the mid tier? Is it storing the cookie
properly? 

Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Office: 631.858.7765


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Hm.this bears some investigating.  I do not know for sure. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, August 04, 2008 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Just a WAG...

Maybe you have a web server cluster that is behind a load balancer that
is not using a Sticky session?

( Maybe the user has a valid license but is trying to "switch IP
Addresses" in a way that is confusing the ARS server?)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
> Also, did I mention it works in the user tool - this is just a 
> mid-tier error.



>
> From: Action Request System discussion list(ARSList) on behalf of 
> William Rentfrow
> Sent: Mon 04/08/2008 17:21
> To: arslist@ARSLIST.ORG
> Subject: "You do not have write license" woes
>
>
> **
> I have a variety of users who are experiencing a weird error.
>
> Occasionally the server acts as if their license has disappeared when 
> trying to save an Incident in ITSM 7.03.  They will be working fine 
> one minute and then they will get the long series of errors that
says...
>
> "You do not have application write license (ARERR 9850).  You do not 
> have write access to field" followed by every field on the 
> Incident form.
>
> The irritating thing is the user HAS a license.  This affects both 
> fixed license and floating license users.  Removing/re-adding their 
> licenses does not fix the problem.  The only consistent way to fix 
> this is to delete the user and re-create them - and even THEN it is 
> not 100% curable.
>
> I have checked the following:
>
> 1.) Box has AR Server license
> 2.) Box h

Re: "You do not have write license" woes

[Mohan Panchangmath]

William,

Eventhough you say the system has adequate application and user licenses, do 
the users have application write license configured properly?
Also what version of ARS and Midtier you are on though you say the ITSM version 
is 7.0.3?

Thanks,
Mohan



--- On Mon, 8/4/08, William Rentfrow <[EMAIL PROTECTED]> wrote:

> From: William Rentfrow <[EMAIL PROTECTED]>
> Subject: Re: "You do not have write license" woes
> To: arslist@ARSLIST.ORG
> Date: Monday, August 4, 2008, 4:25 PM
> Guest users are not allowed.  The user is connected as
> themself.
>  
> All good questions! :)  So far - no indication of what the
> problem.
> 
> 
> 
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
> Sent: Monday, August 04, 2008 3:22 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> 
> ** 
> Another suggestion - something you might have already
> crossed out but
> worth a shot..
>  
> Is the user typing in the correct password? If not is the
> system set up
> to allow guest users? If so the user must be logging in as
> a guest, and
> hence can submit but cannot modify.. Or perhaps since you
> say that you
> are using LDAP, the LDAP password was changed but has not
> yet
> propogated, hence is logging in the user as a guest user
> even though he
> is typing the correct password?
>  
> Turn on user logging and see what you get.. also turn on
> your LDAP
> logging to verify if the user is being authenticated as he
> should..
>  
> Cheers
>  
> Joe
> 
> - Original Message 
> From: William Rentfrow <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Monday, August 4, 2008 3:35:06 PM
> Subject: Re: "You do not have write license" woes
> 
> Once a user gets the error it's there to stay - we can
> log out and back
> in and it's immediate. 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick
> W
> Sent: Monday, August 04, 2008 2:31 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> Another thing to check is your web server timeout settings
> (not just the
> ones in the Mid-Tier Config pages, but the ones for the
> actual web
> server).  If your web server is dropping the session due to
> a timeout
> setting it might cause this issue. 
> 
> Since you said it only affects the web and not the user
> tool I don't
> believe it is a user_cache issue.
> 
> Fred
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
> Sent: Monday, August 04, 2008 2:06 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> William,
> I'm going with Carey on this one. If you have a load
> balancer, take a
> look at how it is handling the sessions. Is it using a
> shorter timeout
> than what is configured on the mid tier? Is it storing the
> cookie
> properly? 
> 
> Tauf Chowdhury | Forest Laboratories, Inc.
> Sr. Analyst
> Office: 631.858.7765
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
> Sent: Monday, August 04, 2008 2:37 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> Hm.this bears some investigating.  I do not know
> for sure. 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew
> Black
> Sent: Monday, August 04, 2008 1:31 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> William,
> 
> Just a WAG...
> 
> Maybe you have a web server cluster that is behind a load
> balancer that
> is not using a Sticky session?
> 
> ( Maybe the user has a valid license but is trying to
> "switch IP
> Addresses" in a way that is confusing the ARS server?)
> 
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
> 
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
> 
> 
> 
> On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
> <[EMAIL PROTECTED]> wrote:
> > Also, did I mention it works in the user tool - this
> is just a 
> > mid-tier error.
> 
> 
> 
> >
> > From: Action Request System discussion list(ARSList)
> on behalf of 
> > William Rentfrow
> > Sent: Mon 04/08/2008 17:21
> > To: arslist@ARSLIST.ORG
> > Subject: "You do not have write license"
> woes
> >
> >
> > **
> > I have a variety of users who are experiencing a weird
> error.
> >
> > Occasionally the server acts as if their license has
> disappeared when 
> > trying to save an Incident in ITSM 7.03.  They will be
> working fine 
> > one minute and then they will get the long series of
> errors that
> says...
> >
> > "You do not have application write license (ARERR
> 9850).  Y

Re: "You do not have write license" woes

[Gary Opela (Corporate)]

Oh, good point on the user_cache Fred. You beat me.

Thanks,



Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Monday, August 04, 2008 2:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Another thing to check is your web server timeout settings (not just the
ones in the Mid-Tier Config pages, but the ones for the actual web
server).  If your web server is dropping the session due to a timeout
setting it might cause this issue.

Since you said it only affects the web and not the user tool I don't
believe it is a user_cache issue.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Monday, August 04, 2008 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,
I'm going with Carey on this one. If you have a load balancer, take a
look at how it is handling the sessions. Is it using a shorter timeout
than what is configured on the mid tier? Is it storing the cookie
properly?

Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Office: 631.858.7765


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Hm.this bears some investigating.  I do not know for sure.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, August 04, 2008 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Just a WAG...

Maybe you have a web server cluster that is behind a load balancer that
is not using a Sticky session?

( Maybe the user has a valid license but is trying to "switch IP
Addresses" in a way that is confusing the ARS server?)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
> Also, did I mention it works in the user tool - this is just a
> mid-tier error.



>
> From: Action Request System discussion list(ARSList) on behalf of
> William Rentfrow
> Sent: Mon 04/08/2008 17:21
> To: arslist@ARSLIST.ORG
> Subject: "You do not have write license" woes
>
>
> **
> I have a variety of users who are experiencing a weird error.
>
> Occasionally the server acts as if their license has disappeared when
> trying to save an Incident in ITSM 7.03.  They will be working fine
> one minute and then they will get the long series of errors that
says...
>
> "You do not have application write license (ARERR 9850).  You do not
> have write access to field" followed by every field on the
> Incident form.
>
> The irritating thing is the user HAS a license.  This affects both
> fixed license and floating license users.  Removing/re-adding their
> licenses does not fix the problem.  The only consistent way to fix
> this is to delete the user and re-create them - and even THEN it is
> not 100% curable.
>
> I have checked the following:
>
> 1.) Box has AR Server license
> 2.) Box has adequate Application licenses, AR User licenses, etc.
> 3.) User is configured properly
> 4.) User is not doing something stupid.
>
> BMC Support has been unable to assist in this issue - it's been going
> on for months.  Has anyone else run into this?  I don't even know how
> to troubleshoot what is going on really since all of the
> app/workflow/api stuff seems to be correct.
>
> William Rentfrow, Principal Consultant [EMAIL PROTECTED] C
> 701-306-6157 O 952-432-0227

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Active link Run Process - do not want rto run if character field blank

[Angus Comber]

Hello

I have created an active link on the click of a button.  In the Run if 
condition field I entered:

'My Remedy field' != ""

But the active link still runs even if the character field called My Remedy 
field is blank.  What am I doing wrong?

Angus

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Re: Active link Run Process - do not want rto run if character field blank

[Joe DeSouza]

Have you tried using the Keyword $NULL$ instead of ""?
Joe



- Original Message 
From: Angus Comber <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 5:00:31 PM
Subject: Active link Run Process - do not want rto run if character field blank

** 
Hello
 
I have created an active link on the click of a button.  In the Run if 
condition field I entered:
 
'My Remedy field' != ""
 
But the active link still runs even if the character field called My Remedy 
field is blank.  What am I doing wrong?
 
Angus




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Re: "You do not have write license" woes

[Leonard Neely - FOJ]

William,

 

What's your environment?  I know this may sound odd, but whenever I've seen
this problem, it usually ended up being related to running out of resources
on the server (I.e. Temp space, memory, etc.).  If this randomly happens
with different users, you may want to check things there.  The many times,
I've seen this issue, there was usually some type of related MALLOC errors
in the log files.

 

Leonard

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 1:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

 

Guest users are not allowed.  The user is connected as themself.

 

All good questions! :)  So far - no indication of what the problem.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, August 04, 2008 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

** 

Another suggestion - something you might have already crossed out but worth
a shot..

 

Is the user typing in the correct password? If not is the system set up to
allow guest users? If so the user must be logging in as a guest, and hence
can submit but cannot modify.. Or perhaps since you say that you are using
LDAP, the LDAP password was changed but has not yet propogated, hence is
logging in the user as a guest user even though he is typing the correct
password?

 

Turn on user logging and see what you get.. also turn on your LDAP logging
to verify if the user is being authenticated as he should..

 

Cheers

 

Joe

 

- Original Message 
From: William Rentfrow <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 3:35:06 PM
Subject: Re: "You do not have write license" woes

Once a user gets the error it's there to stay - we can log out and back in
and it's immediate. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Monday, August 04, 2008 2:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Another thing to check is your web server timeout settings (not just the
ones in the Mid-Tier Config pages, but the ones for the actual web server).
If your web server is dropping the session due to a timeout setting it might
cause this issue. 

Since you said it only affects the web and not the user tool I don't believe
it is a user_cache issue.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Monday, August 04, 2008 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,
I'm going with Carey on this one. If you have a load balancer, take a look
at how it is handling the sessions. Is it using a shorter timeout than what
is configured on the mid tier? Is it storing the cookie properly? 

Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Office: 631.858.7765


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Hm.this bears some investigating.  I do not know for sure. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, August 04, 2008 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Just a WAG...

Maybe you have a web server cluster that is behind a load balancer that
is not using a Sticky session?

( Maybe the user has a valid license but is trying to "switch IP
Addresses" in a way that is confusing the ARS server?)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
> Also, did I mention it works in the user tool - this is just a 
> mid-tier error.



>
> From: Action Request System discussion list(ARSList) on behalf of 
> William Rentfrow
> Sent: Mon 04/08/2008 17:21
> To: arslist@ARSLIST.ORG
> Subject: "You do not have write license" woes
>
>
> **
> I have a variety of users who are experiencing a weird error.
>
> Occasionally the server acts as if their license has disappeared when 
> trying to save an Incident in ITSM 7.03.  They will be working fine 
> one minute and then they will get the long series of errors that
says...
>
> "You do not have application write license (ARERR 9850).  You do not 
> have write access to field" followed by every field on the 
> Incident form.
>
> The irritating thing is the user HAS a license.  This affects both 
> fix

Re: "You do not have write license" woes

[Rocky Rockwell]

Just a question here. What happens with the issue if you remove his 
license using the admin tool and license manager. Any differences (ie: 
issue is gone after login or issue is still there)?


*Rocky*

Rocky Rockwell
Remedy/BMC Application Designer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-450-5076



Gary Opela (Corporate) wrote:

Oh, good point on the user_cache Fred. You beat me.

Thanks,



Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Monday, August 04, 2008 2:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Another thing to check is your web server timeout settings (not just the
ones in the Mid-Tier Config pages, but the ones for the actual web
server).  If your web server is dropping the session due to a timeout
setting it might cause this issue.

Since you said it only affects the web and not the user tool I don't
believe it is a user_cache issue.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Monday, August 04, 2008 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,
I'm going with Carey on this one. If you have a load balancer, take a
look at how it is handling the sessions. Is it using a shorter timeout
than what is configured on the mid tier? Is it storing the cookie
properly?

Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Office: 631.858.7765


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Hm.this bears some investigating.  I do not know for sure.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, August 04, 2008 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Just a WAG...

Maybe you have a web server cluster that is behind a load balancer that
is not using a Sticky session?

( Maybe the user has a valid license but is trying to "switch IP
Addresses" in a way that is confusing the ARS server?)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
  

Also, did I mention it works in the user tool - this is just a
mid-tier error.





  

From: Action Request System discussion list(ARSList) on behalf of
William Rentfrow
Sent: Mon 04/08/2008 17:21
To: arslist@ARSLIST.ORG
Subject: "You do not have write license" woes


**
I have a variety of users who are experiencing a weird error.

Occasionally the server acts as if their license has disappeared when
trying to save an Incident in ITSM 7.03.  They will be working fine
one minute and then they will get the long series of errors that


says...
  

"You do not have application write license (ARERR 9850).  You do not
have write access to field" followed by every field on the
Incident form.

The irritating thing is the user HAS a license.  This affects both
fixed license and floating license users.  Removing/re-adding their
licenses does not fix the problem.  The only consistent way to fix
this is to delete the user and re-create them - and even THEN it is
not 100% curable.

I have checked the following:

1.) Box has AR Server license
2.) Box has adequate Application licenses, AR User licenses, etc.
3.) User is configured properly
4.) User is not doing something stupid.

BMC Support has been unable to assist in this issue - it's been going
on for months.  Has anyone else run into this?  I don't even know how
to troubleshoot what is going on really since all of the
app/workflow/api stuff seems to be correct.

William Rentfrow, Principal Consultant [EMAIL PROTECTED] C
701-306-6157 O 952-432-0227



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Plati

OT:Salary in Bay Area

[Shafqat Ayaz]

Hi List

I was just wondering if someone offered you a full time job in the San Jose 
area, what kind of salary would you be looking for?
Say you were a fairly senior Remedy Developer with over 12 years of experience 
with Remedy.
 
many thanks for any suggestions in advance
 
shafqat




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Re: "You do not have write license" woes

[William Rentfrow]

The users are configured properly - I was 100% sure of that but BMC also
verified this.

This is AR 7.1 patch 001 for solaris for both server and mid-tier.  The
servers are separate with 1 AR Server and 4 mid-tier servers connected
via a netscaler load balancer.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath
Sent: Monday, August 04, 2008 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Eventhough you say the system has adequate application and user
licenses, do the users have application write license configured
properly?
Also what version of ARS and Midtier you are on though you say the ITSM
version is 7.0.3?

Thanks,
Mohan



--- On Mon, 8/4/08, William Rentfrow <[EMAIL PROTECTED]> wrote:

> From: William Rentfrow <[EMAIL PROTECTED]>
> Subject: Re: "You do not have write license" woes
> To: arslist@ARSLIST.ORG
> Date: Monday, August 4, 2008, 4:25 PM
> Guest users are not allowed.  The user is connected as
> themself.
>  
> All good questions! :)  So far - no indication of what the
> problem.
> 
> 
> 
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
> Sent: Monday, August 04, 2008 3:22 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> 
> ** 
> Another suggestion - something you might have already
> crossed out but
> worth a shot..
>  
> Is the user typing in the correct password? If not is the
> system set up
> to allow guest users? If so the user must be logging in as
> a guest, and
> hence can submit but cannot modify.. Or perhaps since you
> say that you
> are using LDAP, the LDAP password was changed but has not
> yet
> propogated, hence is logging in the user as a guest user
> even though he
> is typing the correct password?
>  
> Turn on user logging and see what you get.. also turn on
> your LDAP
> logging to verify if the user is being authenticated as he
> should..
>  
> Cheers
>  
> Joe
> 
> - Original Message 
> From: William Rentfrow <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Monday, August 4, 2008 3:35:06 PM
> Subject: Re: "You do not have write license" woes
> 
> Once a user gets the error it's there to stay - we can
> log out and back
> in and it's immediate. 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick
> W
> Sent: Monday, August 04, 2008 2:31 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> Another thing to check is your web server timeout settings
> (not just the
> ones in the Mid-Tier Config pages, but the ones for the
> actual web
> server).  If your web server is dropping the session due to
> a timeout
> setting it might cause this issue. 
> 
> Since you said it only affects the web and not the user
> tool I don't
> believe it is a user_cache issue.
> 
> Fred
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
> Sent: Monday, August 04, 2008 2:06 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> William,
> I'm going with Carey on this one. If you have a load
> balancer, take a
> look at how it is handling the sessions. Is it using a
> shorter timeout
> than what is configured on the mid tier? Is it storing the
> cookie
> properly? 
> 
> Tauf Chowdhury | Forest Laboratories, Inc.
> Sr. Analyst
> Office: 631.858.7765
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
> Sent: Monday, August 04, 2008 2:37 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> Hm.this bears some investigating.  I do not know
> for sure. 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew
> Black
> Sent: Monday, August 04, 2008 1:31 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> William,
> 
> Just a WAG...
> 
> Maybe you have a web server cluster that is behind a load
> balancer that
> is not using a Sticky session?
> 
> ( Maybe the user has a valid license but is trying to
> "switch IP
> Addresses" in a way that is confusing the ARS server?)
> 
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
> 
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
> 
> 
> 
> On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
> <[EMAIL PROTECTED]> wrote:
> > Also, did I mention it works in the user tool - this
> is just a 
> > mid-tier error.
> 
> 
> 
> >
> > From: Action Request System discussion list(ARSList)
> on behalf of 
> > Will

Re: "You do not have write license" woes

[William Rentfrow]

Nothing in the error logs...

 

Even more frustrating - there's nothing in ANY of the logs when this
happens - nothing client side, nothing server side, nothing in the MT
logs.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ
Sent: Monday, August 04, 2008 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

 

William,

 

What's your environment?  I know this may sound odd, but whenever I've
seen this problem, it usually ended up being related to running out of
resources on the server (I.e. Temp space, memory, etc.).  If this
randomly happens with different users, you may want to check things
there.  The many times, I've seen this issue, there was usually some
type of related MALLOC errors in the log files.

 

Leonard

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 1:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

 

Guest users are not allowed.  The user is connected as themself.

 

All good questions! :)  So far - no indication of what the problem.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, August 04, 2008 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

** 

Another suggestion - something you might have already crossed out but
worth a shot..

 

Is the user typing in the correct password? If not is the system set up
to allow guest users? If so the user must be logging in as a guest, and
hence can submit but cannot modify.. Or perhaps since you say that you
are using LDAP, the LDAP password was changed but has not yet
propogated, hence is logging in the user as a guest user even though he
is typing the correct password?

 

Turn on user logging and see what you get.. also turn on your LDAP
logging to verify if the user is being authenticated as he should..

 

Cheers

 

Joe

 

- Original Message 
From: William Rentfrow <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, August 4, 2008 3:35:06 PM
Subject: Re: "You do not have write license" woes

Once a user gets the error it's there to stay - we can log out and back
in and it's immediate. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Monday, August 04, 2008 2:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Another thing to check is your web server timeout settings (not just the
ones in the Mid-Tier Config pages, but the ones for the actual web
server).  If your web server is dropping the session due to a timeout
setting it might cause this issue. 

Since you said it only affects the web and not the user tool I don't
believe it is a user_cache issue.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Monday, August 04, 2008 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,
I'm going with Carey on this one. If you have a load balancer, take a
look at how it is handling the sessions. Is it using a shorter timeout
than what is configured on the mid tier? Is it storing the cookie
properly? 

Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Office: 631.858.7765


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Hm.this bears some investigating.  I do not know for sure. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, August 04, 2008 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Just a WAG...

Maybe you have a web server cluster that is behind a load balancer that
is not using a Sticky session?

( Maybe the user has a valid license but is trying to "switch IP
Addresses" in a way that is confusing the ARS server?)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
> Also, did I mention it works in the user tool - this is just a 
> mid-tier error.



>
> From: Action Request System discussion list(ARSList) on behalf of 
> William Rentfrow
> Sent: Mon 04/08/2008 17:21
> To: arslist@ARSLIST.ORG
> Subject: "You do not have write license" woes
>
>
> **
> I have a variety of users 

Re: "You do not have write license" woes

[William Rentfrow]

The issue remains.

This is 7.1 so naturally it's done with the user tool now - but it's the
same function of course.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rocky Rockwell
Sent: Monday, August 04, 2008 8:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

Just a question here. What happens with the issue if you remove his 
license using the admin tool and license manager. Any differences (ie: 
issue is gone after login or issue is still there)?

*Rocky*

Rocky Rockwell
Remedy/BMC Application Designer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-450-5076



Gary Opela (Corporate) wrote:
> Oh, good point on the user_cache Fred. You beat me.
>
> Thanks,
>
>
>
> Gary Opela, Jr., RSP
>
> Remedy Engineer
>
> Leader Communications, Inc.
>
> http://www.5pointleader.com
>
> http://www.lcibest.com
>
> Best Product, Best People, Best PriceTM
>
> An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
> Sent: Monday, August 04, 2008 2:31 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
>
> Another thing to check is your web server timeout settings (not just
the
> ones in the Mid-Tier Config pages, but the ones for the actual web
> server).  If your web server is dropping the session due to a timeout
> setting it might cause this issue.
>
> Since you said it only affects the web and not the user tool I don't
> believe it is a user_cache issue.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
> Sent: Monday, August 04, 2008 2:06 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
>
> William,
> I'm going with Carey on this one. If you have a load balancer, take a
> look at how it is handling the sessions. Is it using a shorter timeout
> than what is configured on the mid tier? Is it storing the cookie
> properly?
>
> Tauf Chowdhury | Forest Laboratories, Inc.
> Sr. Analyst
> Office: 631.858.7765
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
> Sent: Monday, August 04, 2008 2:37 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
>
> Hm.this bears some investigating.  I do not know for sure.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Monday, August 04, 2008 1:31 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
>
> William,
>
> Just a WAG...
>
> Maybe you have a web server cluster that is behind a load balancer
that
> is not using a Sticky session?
>
> ( Maybe the user has a valid license but is trying to "switch IP
> Addresses" in a way that is confusing the ARS server?)
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
>
> On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow
> <[EMAIL PROTECTED]> wrote:
>   
>> Also, did I mention it works in the user tool - this is just a
>> mid-tier error.
>> 
>
> 
>
>   
>> From: Action Request System discussion list(ARSList) on behalf of
>> William Rentfrow
>> Sent: Mon 04/08/2008 17:21
>> To: arslist@ARSLIST.ORG
>> Subject: "You do not have write license" woes
>>
>>
>> **
>> I have a variety of users who are experiencing a weird error.
>>
>> Occasionally the server acts as if their license has disappeared when
>> trying to save an Incident in ITSM 7.03.  They will be working fine
>> one minute and then they will get the long series of errors that
>> 
> says...
>   
>> "You do not have application write license (ARERR 9850).  You do not
>> have write access to field" followed by every field on the
>> Incident form.
>>
>> The irritating thing is the user HAS a license.  This affects both
>> fixed license and floating license users.  Removing/re-adding their
>> licenses does not fix the problem.  The only consistent way to fix
>> this is to delete the user and re-create them - and even THEN it is
>> not 100% curable.
>>
>> I have checked the following:
>>
>> 1.) Box has AR Server license
>> 2.) Box has adequate Application licenses, AR User licenses, etc.
>> 3.) User is configured properly
>> 4.) User is not doing something stupid.
>>
>> BMC Support has been unable to assist in this issue - it's been going
>> on for months.  Has anyone else run into this?  I don't even know how
>> to troubleshoot what is going on really since all of the
>> app/workflow/api stuff seems to be correct.
>>
>> William Rentfrow, P

Re: "You do not have write license" woes

[Joe D'Souza]

I think my earlier message from yahoo didn't get through..

Can you check to see that some users do not have a duplicate record in the
user_cache table? Do a count(*) and then a count(distinct username) on
user_cache and see if it returns a different result.. If count(*) returns
more records you have potential duplicates in your user_cache table..

Joe
No virus found in this outgoing message.
Checked by AVG.
Version: 7.5.526 / Virus Database: 270.5.12/1589 - Release Date: 8/3/2008
1:00 PM

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Re: "You do not have write license" woes

[Leonard Neely - FOJ]

I'm not a net guru, but now that you mention that you have 4 Mid-Tier
servers connected via a load balancer, it sounds a bit like the problem may
be related to the Server affinity configuration at the load balancer level.

I ran across a similar issue before, at a previous job where we had two load
balanced Mid-Tier servers.  Our issue was resolved by having the network
folks to make sure that the load balancer was set to "Sticky".

We went through months of battle before resolving it because the effect of
the problem takes on the appearance of an application issue, and the network
folks kept insisting that there was nothing to look at on the network side.

Leonard

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Monday, August 04, 2008 8:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

The users are configured properly - I was 100% sure of that but BMC also
verified this.

This is AR 7.1 patch 001 for solaris for both server and mid-tier.  The
servers are separate with 1 AR Server and 4 mid-tier servers connected
via a netscaler load balancer.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath
Sent: Monday, August 04, 2008 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: "You do not have write license" woes

William,

Eventhough you say the system has adequate application and user
licenses, do the users have application write license configured
properly?
Also what version of ARS and Midtier you are on though you say the ITSM
version is 7.0.3?

Thanks,
Mohan



--- On Mon, 8/4/08, William Rentfrow <[EMAIL PROTECTED]> wrote:

> From: William Rentfrow <[EMAIL PROTECTED]>
> Subject: Re: "You do not have write license" woes
> To: arslist@ARSLIST.ORG
> Date: Monday, August 4, 2008, 4:25 PM
> Guest users are not allowed.  The user is connected as
> themself.
>  
> All good questions! :)  So far - no indication of what the
> problem.
> 
> 
> 
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
> Sent: Monday, August 04, 2008 3:22 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> 
> ** 
> Another suggestion - something you might have already
> crossed out but
> worth a shot..
>  
> Is the user typing in the correct password? If not is the
> system set up
> to allow guest users? If so the user must be logging in as
> a guest, and
> hence can submit but cannot modify.. Or perhaps since you
> say that you
> are using LDAP, the LDAP password was changed but has not
> yet
> propogated, hence is logging in the user as a guest user
> even though he
> is typing the correct password?
>  
> Turn on user logging and see what you get.. also turn on
> your LDAP
> logging to verify if the user is being authenticated as he
> should..
>  
> Cheers
>  
> Joe
> 
> - Original Message 
> From: William Rentfrow <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Monday, August 4, 2008 3:35:06 PM
> Subject: Re: "You do not have write license" woes
> 
> Once a user gets the error it's there to stay - we can
> log out and back
> in and it's immediate. 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick
> W
> Sent: Monday, August 04, 2008 2:31 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> Another thing to check is your web server timeout settings
> (not just the
> ones in the Mid-Tier Config pages, but the ones for the
> actual web
> server).  If your web server is dropping the session due to
> a timeout
> setting it might cause this issue. 
> 
> Since you said it only affects the web and not the user
> tool I don't
> believe it is a user_cache issue.
> 
> Fred
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
> Sent: Monday, August 04, 2008 2:06 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> William,
> I'm going with Carey on this one. If you have a load
> balancer, take a
> look at how it is handling the sessions. Is it using a
> shorter timeout
> than what is configured on the mid tier? Is it storing the
> cookie
> properly? 
> 
> Tauf Chowdhury | Forest Laboratories, Inc.
> Sr. Analyst
> Office: 631.858.7765
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
> Sent: Monday, August 04, 2008 2:37 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: "You do not have write license" woes
> 
> Hm.this bears some investigating.  I do not know
> for sure. 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mai

Re: Active link Run Process - do not want rto run if character field blank

[ITSM Support]

Hi Angus,

 

By syntax  ' " "  ' & Keyword $NULL$ Have different meaning. ' ""  ' will be
considered as a empty string while '$ NULL$ ' will not allowed a char String
or Int etc...

according to Joe Better way is to use $NULL$ Keyword.

 

Hope this helps... 

 

Regards, 

 

Sandeep 

Vyom Labs Pvt. Ltd. 

An ISO 2 certified company. 

Consulting | Outsourcing | Training || BMC Remedy BSM | ITIL 

Web : www.vyomlabs.com

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Angus Comber
Sent: Tuesday, August 05, 2008 2:31 AM
To: arslist@ARSLIST.ORG
Subject: Active link Run Process - do not want rto run if character field
blank

 

Hello

 

I have created an active link on the click of a button.  In the Run if
condition field I entered:

 

'My Remedy field' != ""

 

But the active link still runs even if the character field called My Remedy
field is blank.  What am I doing wrong?

 

Angus

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