Authentication Error 9388 on a 7.1 Mid-tier and a 6.3 AR Server
Listers, We are having a strange problem with our mid-tier. We have a ticket (ISS03499205) open with BMC, but we would appreciate any help that we could get from the list. Our current set up: App server 6.03.00 Patch 22 on Solaris 9 Mid-tier Two main production mid-tiers behind a load balancer Version 7.1.00 Patch 006 200812041310 Apache Tomcat/5.5.27 RHE Linux Java 1.60_06 We also have a test 7.1 mid-tier that that is not in the load balancer and a production 6.3 mid-tier and a test one that we have mainly for web services access. The production 6.3 mid-tier is on the same Solaris host as our productions app server. This set up has been stable for several months, but Wednesday we started having a problem where our version 7.1 mid-tier users could not log in. Their log in would fail with an ARERROR [9388] Authentication failed error event though they are using the correct username and password. They can log in via the Usertool. This started with one of our production mid-tiers and seemed to spread to the others as the night went on. Sometimes we will see errors like this in the arerror.log associated with the errors: Wed Sep 16 13:02:27 2009 HandleRPCs Wed Sep 16 13:02:27 2009 390635 : Error during symmetric key data decryption (ARERR 9004) We get the errors whether we are going through the load balancer or not. We have tried various things: - stopping and starting apache and tomcat - resetting the mid-tier password in the mid-tier and the app server - changing and resetting the mid-tier password in the mid-tier and the app server - flushing the cache on the mid-tier - stopping and starting the app server - added a ProxyFilter supplied by BMC to our mid-tier's web.xml file. - changed back and forth between allowing and requiring encryption at the AR server - enabling/disabling mid-tier side api logging None of these things really helped. However, sometimes when we stop and start tomcat (especially when adding or removing the mid-tier side ar api logging), the mid-tier will work correctly for a while, a few minutes to a few hours, then it will start generating the ARERR 9388 authentication errors again. It will start with one or two users getting the error and degrade from there with more and more of the users getting the error. As a side note, our version 6.3 mid-tier also started failing about the same time, but in a different way. After we restarted the app server, we restarted the 6.3 mid-tier and as soon as someone started to log in, the server applet quickly starts using more and more RAM over the course of a few minutes and then dies. Strangely enough, we repointed our test 6.3 mid-tier server at the production app server as a temporary work around while we are trying to figure our what is going on and it is still working, at least for now. Has anyone run into anything like this or have any suggestions? Thanks, Joe Kubasek The Ohio State University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Case Sensitive User IDs?
Do you allow guests? Is it possible the the users are getting logged in as a guest. For example: Network account: JoeUser remedy account: joeuser User types:JoeUser In this case, if you allow unauthenticated guests, then remedy would log the user in as the guest user JoeUser instead of the the defined user joeuser. Joe Kubasek On Nov 7, 2007 9:46 AM, Sokol, Brian [EMAIL PROTECTED] wrote: ** Can someone clear this up for me as it seems to come up a couple times per year. We are using network authentication (not area ldap). Both cross reference blank passwords and authenticate unregistered users are checked. All our staff have blank passwords in the User form. Every now and then a user only gets a read license. The problem seems to occur when the user enters an ID in Remedy that does not match the case sensitivity of their network account (network account is JoeUser, Remedy account is joeuser). I am using the special field Authentication Login Name (field ID 117) which matches exactly their network ID. Any ideas why this happens? Is the Remedy user ID case sensitive? Shouldn't field ID 117 fix any problem? Is this another old bug reintroduced by my upgrade to 7.1? One other question. In the user log I am seeing Impersonated by MidTier Service when some users login? ARS/MidTier 7.1 on IIS. Thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Hey not sure I can do this.
A few other options to consider Saji. 1. If there are only a small number of fields that you want them to be able to able to update, then don't let them update the ticket directly. Build them a dialog that pushes into a transactions form. A filter on that form would update the Help Desk form. 2. Add a filter that stops submits when the user's group list contains group Foo. Add group Foo to the users who should not submit. (Use the $GROUPS$ or $GROUPIDS$ keyword.) 3. Make sure that they don't have write access to required field that does not have a default at submit. Joe On 10/25/07, Philip, Saji L [EMAIL PROTECTED] wrote: ** Running: AR 6.3 ITSM Helpdesk: 6.0( Out-of-the-box ) I need to set-up a special permission on a group, whereby, they having editing capabilities but cannot create new tickets. Basically, we have our support environment segregated into two tiers( phone support and deskside support ). We want to limit the deskside support into only editing tickets and closing them, but not allow them to create( that's the phone level ). I have been looking at it and I see permission levels as ' None, View, and Change '. Has anyone done something similar to this. Saji __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: First patch for ARS 7.1
We were given defect id SW00277855. Joe Kubasek On 10/17/07, Axton [EMAIL PROTECTED] wrote: Do you have a defect id for this? Axton Grams On 10/17/07, Joseph Kubasek [EMAIL PROTECTED] wrote: ** An active link retrieving a value from an unlimited length field generates an arerror 241 in the mid-tier, but not in the WUT. Joe Kubasek On 10/17/07, LJ LongWing (Head) [EMAIL PROTECTED] wrote: Carey, are there issues with 7.1 Mid-Tier against a 6.3 Patch 21 Server?...I haven't read about that yet...if so what are the issues? -Original Message- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orgARSlist:Where the Answers Are __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: First patch for ARS 7.1
An active link retrieving a value from an unlimited length field generates an arerror 241 in the mid-tier, but not in the WUT. Joe Kubasek On 10/17/07, LJ LongWing (Head) [EMAIL PROTECTED] wrote: Carey, are there issues with 7.1 Mid-Tier against a 6.3 Patch 21 Server?...I haven't read about that yet...if so what are the issues? -Original Message- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Friday - Yes humor A Preschool Quiz.....are YOU smarter?
Staying with the theme of snoping postings, this has been debunked: http://www.snopes.com/language/document/1895exam.asp It's still funny though. Joe P.S. Is snoping even a word? If it isn't, it should be. And I claim copywrite on it. :-) On 10/12/07, Joran, Peter P, CTR, OSD-CIO [EMAIL PROTECTED] wrote: Staying within the education theme... Remember when our grandparents, great-grandparents, and such stated that they only had an 8th grade education? Well, check this out. Could any of us have passed the 8th grade in 1895? This is the eighth-grade final exam from 1895 in Salina, KS, USA. It was taken from the original document on file at the Smokey Valley Genealogical Society and Library in Salina, KS, and reprinted by the Salina Journal. 8th Grade Final Exam: Salina, KS -1895 Grammar (Time, one hour) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT: JOB posting and Nabble
Nicholas, Your math is off. It's 0.0056% for the US, not 5.6%, which would be about 1/410 the rate in Iraq. (Of course the numbers get a bit more complicated that that when you consider that the Iraq numbers are over a period of years with varying populations of soldiers.) Joe Math Nazi Kubasek -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] Behalf Of *Hromyak, Nicholas (DHCS-ITSD) *Sent:* Thursday, July 19, 2007 7:05 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: OT JOB posting and Nabble ** According to http://www.disastercenter.com/crime/uscrime.htm There are 5.6 murders per 100,000 capita in the United States. According to the FBI http://www.fbi.gov/ucr/05cius/data/table_01.html In 2005 there were 16,692 murders in a population of 296,410,404 people in the united states. That's 5.6% murdered in the U.S. Iraq I didn't look up the numbers, I am not even sure where to look, but I think There were over 3,000 soldiers killed with a population (of soldiers) at 130,000 That's 2.3% murdered in Iraq. I would have thought the number in Iraq would be higher. Be safe everyone. -- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Installation Instructions Error
Unfortunately, it is not just this version. It has been getting progressively worse with each version since Remedy was bought by Peregrine. I do agree with using the KB before calling BMC tech support. Although, I've actually had more luck by searching though the ARS List Archive. Well, I should go back to mutter about how much better it was in the good old days. Joe Kubasek On 7/16/07, Rick Cook [EMAIL PROTECTED] wrote: ** Joe, there are LOTS of documentation issues with this version. You would be well-advised to scour the KBs before troubleshooting ANYthing. It will likely save you lots of time, and will be educational. Rick On 7/16/07, Joseph Kubasek [EMAIL PROTECTED] wrote: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ITSM 7 Installation Instructions Error
For anyone installing the Incident portion of the version 7 ITSM application, you should be aware of an error in the installation guide. The installation guide (page 43) suggests putting the server into admin only mode to install the application faster. If you follow this Tip, the installation will complete with several errors requiring a restore from database back ups. According to BMC tech support, the problem is that the install script uses the CMDB dispatcher to make changes to the CMDB early in the install process. Because the dispatcher is not an admin user, admin only mode keeps these changes from happening. This in turn causes later parts of the Incident application install to fail as some objects are not in place. -- Rant starts -- The good news is that tech support was aware of this problem. They diagnosed right off the bat without what has sadly become the normal run around of sending the same logs and information several time. The bad news is that, from what the tech rep told me, BMC has known about this problem for quite a while, but could not be bothered to update one little PDF file. Sigh. -- Rant ends -- Joe Kubasek ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Auto Reply email loops
Since you are running on Unix, procmail is your friend. We use several procmail recipes to identify likely mail loops (and other things that we don't want to auto respond to) and forward them off to a different mailbox. The Email Engine pops that mailbox too, but workflow is set to not auto-respond. Joe Kubasek On 7/10/07, Michael Gates [EMAIL PROTECTED] wrote: Hello Listers! Every now and then, my Remedy system gets itself caught up in an email loop. It is configured to send a response to ticket updates received via email to let the user know their update has been received. Sometimes, the users email is set to do something similar, so it replies to our Remedy system and Remedy replies back and so forth until someone intervenes. My question is, what solutions or ideas do you have to help stop these loops from occurring while still notifying users of valid update receipts? Thanks! -Michael Gates ARS 5.1 on Solaris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Loading Patch 21
Katherine, There is a know error with patch 21 of the midtier. The patch is missing several javascript files from the midtier_install/resources/standard/javascript/timezone directory. Turn the midtier logging to fine and try to log in. Scan through the entries looking for something like: ARERR [9357] Unsupported timezone US/Eastern (or whatever timezone your server is set to). If you find something like this, you will need to create the file for this timezone. Just make a copy of an equivalent timezone file and give it an appropriate name. For example, in our case we made a copy of America_New_York.js and named it US_Eastern.js. rant Figuring this out cost of the better part of a staff day after being told to go to this patch by BMC support. What I find particularly annoying is that we asked tech support if there were any known error with patch 21 and they said no. After we went to patch 21 and after we figured out the suource of the problem, then tech support said that the error was a know issue. /rant Joe On 3/8/07, Katherine Hoffner [EMAIL PROTECTED] wrote: ** Hi Just got finished loading patch 21. We are running ARS 6.3 patch 21 solaris 9 Oracle 10g as our database. We are having a problem with our MID-Tier. It looks like it will start working, because you can login but then when your page comes up you get a syntex error. I am thinking it is a java issue. With the new patch 21 it states that wants you to use any patch above 1.4.2.13. Anyone seen this -- Katherine __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HELP HELP MId Tier problem after patch.
Bill, You can get around this problem by adding a file to your midtier_install/resources/standard/javascript/timezone directory. This file will correspond to timezone that your mid-tier server uses. To find that value, look the enviroment of the user the midtier/webserver is running as or look for a line in your mid-tier logs like this: ARERR [9357] Unsupported timezone US/Eastern (or whatever timezone your server is set to). If you find something like this, you will need to create the file for this timezone. Just make a copy of an equivalent timezone file and give it an appropriate name. For example, in our case we made a copy of America_New_York.js and named it US_Eastern.js. Then you do not need to create a preferece entry with a time zone setting. This is a know error with patch 21 that tech support should share with everone who they tell to install patch 21, but .shrug /. Joe Kubasek On 3/9/07, Clary, Bill [EMAIL PROTECTED] wrote: Katherine; Are you using a Preference Server? If yes then every user must pick a Timezone in their Preference Record or the Mid-Tier page will not load. Test this by updating your perference record then login to Mid-Tier. Bill Clary Remedy Developer, Tech Solutions Fidelity Information Services Katherine Hoffner [EMAIL PROTECTED] wrote in message news:[EMAIL PROTECTED]... Hi... I am running Remedy 6.3 with Patch 21 and Java 1.4.2 ..._13. Everything else is working fine except the mid tier. The page waits for the servlet to start the remedy page and nothing happens. Eventually we just get a white page. So no one can submit tickets online.We are using the 5.0 New Atlanda Servlet All of this had to be run in production because I do not have a dev server -- Katherine ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Tips for dealing with Remedy's new support site
Here is a few of things I stumbled over that may reduce your frustration level in using the new support site. * When you are defining My Product List, if you first enter a string in the 'Product Name' field, then the menu only returns items that contain that string. * The search is case insensitive. * BMC Remedy AR System Server is for version 7+. * Remedy AR System Server is for version 6.0 and 6.0.3. -- Joseph Kubasek Office of Information Technology The Ohio State University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Newbie workflow question
Dmitry, As I understand it, you want to do a push from each and every row in a form and have that triggered by workflow on a button. There are a few different ways that you can do this, but Carey's suggestion is probably the simplest. Try this. (I will assume that you want to do a push from every row in FormA or some subset of the fields.) 1. Add a display only field on FormA. Make sure that who ever will be pushing the button has write access it it. 2. Add a filter that fires on modify when the display only field equals some fixed value, say DOITNOW. 3. Add a button on what ever form you want that has an active link with a push action that pushes the value DOITNOW into the dsiplay only field you added to FORMA. Make sure that the qualification includes every row in FormA, or every row that you are interested in pushing from. You need both the filter on the form and the push action to every row on the button. The filter performs the action you want and the active link selects the rows that you want to act on. Joe Kubasek The Ohio State University On 1/17/07, Bezhenar, Dmitry [EMAIL PROTECTED] wrote: Thanks for your explanation Carey. One thing I don't understand is executing an action on every row in a table (i.e. view/vendor form). For example, escalation can set field to a specified value in every row in the table. Since I want to do it using a button-click I cannot use escalations here. Filter does another thing - it is triggered on submitting/modifiing/etc.. But I cannot run it on every row. The row has to be already modified by something else to trigger a filter. Kind Regards Dmitry Bezhenar -Original Message- From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, January 17, 2007 5:40 PM To: arslist@ARSLIST.ORG Subject: Re: Newbie workflow question Dmitry, No problem. ( You said you are new so here is a bit of my ARS design thoughts. Sorry it is so long. :) ) In general Escalations are a lot like a Push action with the Modify all matching condition. Which can be done from an Active Link or a Filter. Except that the Escalation is triggered by time passing and Active Links and Filters are triggered by a single user action or data transaction. The the point is that: Escalations and Active Links can trigger a Filter. However Escalations and Filters can NOT trigger an Active Link. Nor can a Filter or an Active Link trigger an Escalation. So if your design is to implement it once and trigger from various triggers then you put the workflow in Filters and you can then call it from Active Links, Filters, or Escalations. :) I know it might seem complicated at first, but it really is very simple at the end of the day. If you know any programming language, then ARS is likely strange. Well until you learn these objects and how they interact. If you do not know any programming language, then ARS is likely very different but also approachable for very simple application tasks. ( The more programming experience you have the more design patterns you can identify in ARS. The more design patterns you actually use then the more compact and scalable your ARS applications will be. However that is more a speed/return on investment measurement. You can be very functional in ARS with very little programming experience too. However you will likely spend a lot of time repeating what you did somewhere else in the application, over and over again.) Good luck. -- 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 1/17/07, Bezhenar, Dmitry [EMAIL PROTECTED] wrote: Thank you Carey, Though I didn't think it would be so complicated. :) Kind Regards / C ? Dmitry Bezhenar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy Macro to pull list from file?
**
Myst3k,A couple approaches come to mind:1. Do it externaly. Use ARSPerl to query the data and walk the status history. You could build hashes with the user names and request ids as keys to prevent duplicates. If you are familiar with ARSPerl this is quick and easy to do.
2. Build a form (User Counts) with one row for each user and some date and scratch fields. Then you can loop over each row in the form and get a count for that user either by:- Using filters to generate SQL based on the username and date you push in.
or- Using a server side table field in the above User Counts form that uses an external qualification that you build with filters like the ones that you would use to build the sql.or -Using two table fields (one that looks at User Counts and one that looks at your ticket form). You could then use an active link guide to walk the User Counts table. On each row, you build a qualification for the second table field, get a count, then push it some where.
3. Push to a counting form (with username, ticket id, and date) everytime someone touches a ticket. Count this form.In any of these cases you will need to push the results back somewhere, preferably into a stats form where you have one record per user per day.
All of these approaches have their advantages and disadvantages. The two table field approach is very portable, but requires manual intervention to get the data. The SQL approach can probably very efficient, but may not be as portable. The ARSPerl approach can be very flexible and only requires one query. And so on.
JoeOn 10/17/06, Myst3K [EMAIL PROTECTED] wrote:
Hey,I am trying to come up with a way to tickets touched a day by eachuser.The closest I can come up with is this macro.('Status-History.Work In Progress.TIME' = $Start Date$ AND'
Status-History.Work In Progress.TIME' = $End Date$AND'Status-History.Work In Progress.USER' = $Username$) OR('Status-History.Assign.TIME' = $Start Date$ AND'Status-History.Assign.TIME
' = $End Date$AND'Status-History.Assign.USER' = $Username$) OR ('Status-History.FollowUp.TIME' = $Start Date$ AND 'Status-History.Follow Up.TIME' = $EndDate$AND '
Status-History.Follow Up.USER' = $Username$) OR('Status-History.Closed.TIME' = $Start Date$ AND'Status-History.Closed.TIME' = $End Date$AND'Status-History.Closed.USER
' = $Username$)This works pretty well, because it excludes multiple touches, and onlypulls up for the day specified.The only problem is that I have 20users I need to pull this up on.Is there a way to pull a list of
usernames from a file?Such as this line:('Status-History.Work In Progress.TIME' = $Start Date$ AND'Status-History.Work In Progress.TIME' = $End Date$AND'Status-History.Work
In Progress.USER' = $Username$c:\home\usernames.txt)I am using Remedy User 6.03.Thank You,Myst3k___
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Re: Need Help with Active Link
** James,A few questions to make your problem clearer.What do you mean by wrong?What is the active link firing on?If you need this to fire on submit, why not use a filter?Also, I know that this is stupid, but check to make sure that the total field is not display only. JoeOn 10/10/06, Sullivan, James [EMAIL PROTECTED] wrote: ** I have a seeming minor problem that is stumping me. I created aform that contains many integer fields. I need todisplaythe sum of all of the integer fields is a separate field on the same form. To accomplish this I created an active link with a set field action with a simpleequation ($field1$+$field2$+$field3$, etc) to add the total. I am running intotwo problems: 1) when the form is submitted, the total field momentarily displaysthe WRONG number; 2) after the form is saved and you open it in search mode, the total field isempty. SoI basically need help creating an equation that works and have the form actually save the data in the total field. Or is there a better way to do this? In case you haven't already guessed I have only been using Remedy for a few months. Thanks in advance! Jimmy CONFIDENTIALITY NOTICE: This message and any attachments relate to the official business of the New York Mercantile Exchange, Inc. (NYMEX) and are proprietary to NYMEX. This e-mail is intended for the above-named person(s) only and is confidential, proprietary and/or legally privileged. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or the taking of any action in reliance on this information is strictly prohibited. If this message has come to you in error, please immediately notify the sender by telephone or return e-mail and delete the original transmission and its attachments without reading or saving in any manner. Thank you. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Question about Data transfer APIs
Jayashree, There are a variety of official and unofficial APIs using: - C - Java - Web Services (not exactly an API but...) - Perl and others. For the C, Java, or Web Service interfaces, please see you Remedy Documentation. For a Perl interface, please see http://www.arsperl.org/ . You may also want to look at the ars wiki for some other options (http://www.arswiki.org/wiki/index.php?title=Main_Page). Joe At 12:30 PM 7/31/2006, you wrote: ** Hello, We are looking to transfer from remedy tickets into our bug tracking system. Ideally, we would be able to specify one of more remedy incident numbers and pull all information about the ticket. Are there APIs available to do this? Any information about this kind of data transfer capability would be very useful. Thanks, -Jayashree Jayashree Nagaraj Web Academic Systems Analyst Stanford Business School 650-736-1433 mailto:[EMAIL PROTECTED][EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ --- Joseph Kubasek AR Systems Administrator The Ohio State University (Office of Information Technology) [EMAIL PROTECTED] 614-292-2277 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: BMC Customer Service Stinks
That's undocumented features of negative utility. At 11:14 AM 4/12/2006, you wrote: Yeah! Undocumented features! Isn't that what we call them! Warren --- Joseph Kubasek AR Systems Administrator The Ohio State University (Office of Information Technology) [EMAIL PROTECTED] 614-292-2277 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
