Re: Bug now found after Patch 20 install - Mid Tier Override option

2007-03-14 Thread Christopher Michaud
Can you clarify for me whether this is in reference to the AR Server Patch 
20 or is this a separate Mid-tier patch 20? I ask this as I've seen it 
referenced both ways here.

-Chris




Mahesh Patil [EMAIL PROTECTED] 
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG

03/14/2007 12:05 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Bug now found after Patch 20 install - Mid Tier Override option






Yes, with patch 20 Override Option defect is
reoccuring, but with patch 21 you can resolve it.

Thanks,
Manthan
--- Rob Dudley [EMAIL PROTECTED] wrote:

 We applied Patch 21 last week for all (ARS, Email
 and Mid-Tier) of our
 servers.  So far through extensive testing, we have
 not experienced any
 problems with this patch.
 
 Rob
 
 ARS 6.3 patch 21
 ITSM 6.0
 Windows 2k3
 
 
 On 3/13/07, ARSList [EMAIL PROTECTED] wrote:
 
  **
 
  Peter,
 
 
 
  We are experiencing this exact same issue in our
 production. ARS 6.3 patch
  20, Mid-Tier Patch 20, W2k3.  We presumed it was a
 problem with our secure
  web environment requiring disconnect of inactive
 sessions over 20 minutes.
 
 
 
  I have not been able to duplicate this in our TEST
 environment (as we
  don't have the same web security).  Our support
 told us this is fixed in
  Mid-Tier 7.0.1 patch 1.
 
 
 
  We plan to test Patch 21, but if we can't
 duplicate it in TEST, I don't
  know how we can prove it will work for production.
 
  Read the README in patch 21, it talks about how it
 fixes a bug for the
  duplicate IP issue.
 
 
 
  I am interested in your results.
 
 
 
  Thanks.
 
 
  Nick
 
 
   --
 
  *From:* Action Request System discussion
 list(ARSList) [mailto:
  [EMAIL PROTECTED] *On Behalf Of *Lammey, Peter
 A.
  *Sent:* Tuesday, March 13, 2007 8:10 AM
  *To:* arslist@ARSLIST.ORG
  *Subject:* Bug now found after Patch 20 install -
 Mid Tier Override option
 
 
 
  After patching our Mid Tier to patch 20 after it
 was on patch 16 for DST
  we found a nice little bug.
 
  We have heard from a couple users since installing
 the patch that when the
  user logs into a Mid Tier session and closes the
 Remedy Mid Tier windows
  (without using the logout button that does a
 PERFORM-ACTION-EXIT-APP) and
  they attempt to login from a different machine
 they receive the pop up User
  is connected into another machine (ARERR 9093). 
 Do you wish to override?
  They get this pop up whether they login before or
 after the 15 minute
  window.
 
  When users get this pop up and click OK to
 override and they get the error
  message Network protocol/data error when
 performing data operation.  Please
  contact administrator..
 
  They get brought back to the login page to log
 back into the Mid Tier, so
  the user attempts to login again, get in and tries
 to access the Remedy
  Support console, gets the network same override
 message again followed by
  the protocol/data error again.
 
  All we can do at this point is free the user's
 session from the server
  using the Admin tool but we can only do this once
 for the user and its
  possible many users can fall into this mess in a
 day.
 
  I sent a ticket to Remedy BMC and they claim this
 is the bug and this was
  fixed in Patch 21:
 
  SW00256768  With 6.3 Patch#19 for AR Server, the
 behavior of the API for
  IP Override has changed to be the same as
 7.0.1.This creates problems with
  IP Override for Midtier. This fix backports the
 changes in 7.0.1 to
  Midtier 6.3 Patch#21.
 
  Has anyone else experienced this issue with Mid
 Tier patch 20?  Has anyone
  who upgraded to Mid Tier patch 21 found that this
 problem has been
  corrected?
 
  Has anyone who has Mid Tier patch 21 found any
 issues with it thusfar?
 
  Our hope is to get a patch installed on our
 environment that doesn't cause
  additional problems in our system.
 
  ARS 6.3 Patch 20 - Windows 2003
  Mid Tier 6.3 Patch 20 - Linux with JBoss 4.2 / 
 Java 1.5.0_04 / Apache
  Tomcat 5.5.9
  Oracle 9.2.0.4
 
  Thanks
  Peter Lammey
  ESPN MIT Technical Services  Applications
 Management
  860-766-4761
  __20060125___This posting was
 submitted with HTML in
  it___ __20060125___This
 posting was submitted with HTML
  in it___
 

___
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 www.arslist.org ARSlist:Where the Answers Are
 



 

Don't get soaked.  Take a quick peek at the forecast
with the Yahoo! Search weather shortcut.
http://tools.search.yahoo.com/shortcuts/#loc_weather

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Re: Bug now found after Patch 20 install - Mid Tier Override option

2007-03-14 Thread Lammey, Peter A.
The bug came about from patch 19 actually but patch 20 was inclusive so
the bug came along with it.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Christopher Michaud
Sent: Wednesday, March 14, 2007 7:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Bug now found after Patch 20 install - Mid Tier Override
option


** 
Can you clarify for me whether this is in reference to the AR Server
Patch 20 or is this a separate Mid-tier patch 20? I ask this as I've
seen it referenced both ways here. 

-Chris 




Mahesh Patil [EMAIL PROTECTED] 
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG 


03/14/2007 12:05 AM 
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc
Subject
Re: Bug now found after Patch 20 install - Mid Tier Override option






Yes, with patch 20 Override Option defect is
reoccuring, but with patch 21 you can resolve it.

Thanks,
Manthan
--- Rob Dudley [EMAIL PROTECTED] wrote:

 We applied Patch 21 last week for all (ARS, Email
 and Mid-Tier) of our
 servers.  So far through extensive testing, we have
 not experienced any
 problems with this patch.
 
 Rob
 
 ARS 6.3 patch 21
 ITSM 6.0
 Windows 2k3
 
 
 On 3/13/07, ARSList [EMAIL PROTECTED] wrote:
 
  **
 
  Peter,
 
 
 
  We are experiencing this exact same issue in our
 production. ARS 6.3 patch
  20, Mid-Tier Patch 20, W2k3.  We presumed it was a
 problem with our secure
  web environment requiring disconnect of inactive
 sessions over 20 minutes.
 
 
 
  I have not been able to duplicate this in our TEST
 environment (as we
  don't have the same web security).  Our support
 told us this is fixed in
  Mid-Tier 7.0.1 patch 1.
 
 
 
  We plan to test Patch 21, but if we can't
 duplicate it in TEST, I don't
  know how we can prove it will work for production.
 
  Read the README in patch 21, it talks about how it
 fixes a bug for the
  duplicate IP issue.
 
 
 
  I am interested in your results.
 
 
 
  Thanks.
 
 
  Nick
 
 
   --
 
  *From:* Action Request System discussion
 list(ARSList) [mailto:
  [EMAIL PROTECTED] *On Behalf Of *Lammey, Peter
 A.
  *Sent:* Tuesday, March 13, 2007 8:10 AM
  *To:* arslist@ARSLIST.ORG
  *Subject:* Bug now found after Patch 20 install -
 Mid Tier Override option
 
 
 
  After patching our Mid Tier to patch 20 after it
 was on patch 16 for DST
  we found a nice little bug.
 
  We have heard from a couple users since installing
 the patch that when the
  user logs into a Mid Tier session and closes the
 Remedy Mid Tier windows
  (without using the logout button that does a
 PERFORM-ACTION-EXIT-APP) and
  they attempt to login from a different machine
 they receive the pop up User
  is connected into another machine (ARERR 9093). 
 Do you wish to override?
  They get this pop up whether they login before or
 after the 15 minute
  window.
 
  When users get this pop up and click OK to
 override and they get the error
  message Network protocol/data error when
 performing data operation.  Please
  contact administrator..
 
  They get brought back to the login page to log
 back into the Mid Tier, so
  the user attempts to login again, get in and tries
 to access the Remedy
  Support console, gets the network same override
 message again followed by
  the protocol/data error again.
 
  All we can do at this point is free the user's
 session from the server
  using the Admin tool but we can only do this once
 for the user and its
  possible many users can fall into this mess in a
 day.
 
  I sent a ticket to Remedy BMC and they claim this
 is the bug and this was
  fixed in Patch 21:
 
  SW00256768  With 6.3 Patch#19 for AR Server, the
 behavior of the API for
  IP Override has changed to be the same as
 7.0.1.This creates problems with
  IP Override for Midtier. This fix backports the
 changes in 7.0.1 to
  Midtier 6.3 Patch#21.
 
  Has anyone else experienced this issue with Mid
 Tier patch 20?  Has anyone
  who upgraded to Mid Tier patch 21 found that this
 problem has been
  corrected?
 
  Has anyone who has Mid Tier patch 21 found any
 issues with it thusfar?
 
  Our hope is to get a patch installed on our
 environment that doesn't cause
  additional problems in our system.
 
  ARS 6.3 Patch 20 - Windows 2003
  Mid Tier 6.3 Patch 20 - Linux with JBoss 4.2 / 
 Java 1.5.0_04 / Apache
  Tomcat 5.5.9
  Oracle 9.2.0.4
 
  Thanks
  Peter Lammey
  ESPN MIT Technical Services  Applications
 Management
  860-766-4761
  __20060125___This posting was
 submitted with HTML in
  it___ __20060125___This
 posting was submitted with HTML
  in it___
 


___
 UNSUBSCRIBE or access ARSlist Archives at
 www.arslist.org ARSlist:Where the Answers Are
 






Don't get soaked.  Take a quick peek

Re: Bug now found after Patch 20 install - Mid Tier Override option

2007-03-13 Thread ARSList
Peter,

 

We are experiencing this exact same issue in our production. ARS 6.3
patch 20, Mid-Tier Patch 20, W2k3.  We presumed it was a problem with
our secure web environment requiring disconnect of inactive sessions
over 20 minutes.

 

I have not been able to duplicate this in our TEST environment (as we
don't have the same web security).  Our support told us this is fixed in
Mid-Tier 7.0.1 patch 1.  

 

We plan to test Patch 21, but if we can't duplicate it in TEST, I don't
know how we can prove it will work for production.

Read the README in patch 21, it talks about how it fixes a bug for the
duplicate IP issue.

 

I am interested in your results.

 

Thanks.


Nick

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Tuesday, March 13, 2007 8:10 AM
To: arslist@ARSLIST.ORG
Subject: Bug now found after Patch 20 install - Mid Tier Override option

 

After patching our Mid Tier to patch 20 after it was on patch 16 for DST
we found a nice little bug. 

We have heard from a couple users since installing the patch that when
the user logs into a Mid Tier session and closes the Remedy Mid Tier
windows (without using the logout button that does a
PERFORM-ACTION-EXIT-APP) and they attempt to login from a different
machine they receive the pop up User is connected into another machine
(ARERR 9093).  Do you wish to override?  They get this pop up whether
they login before or after the 15 minute window.

When users get this pop up and click OK to override and they get the
error message Network protocol/data error when performing data
operation.  Please contact administrator..

They get brought back to the login page to log back into the Mid Tier,
so the user attempts to login again, get in and tries to access the
Remedy Support console, gets the network same override message again
followed by the protocol/data error again.

All we can do at this point is free the user's session from the server
using the Admin tool but we can only do this once for the user and its
possible many users can fall into this mess in a day.

I sent a ticket to Remedy BMC and they claim this is the bug and this
was fixed in Patch 21: 

SW00256768  With 6.3 Patch#19 for AR Server, the behavior of the API for
IP Override has changed to be the same as 7.0.1.This creates problems
with IP Override for Midtier. This fix backports the changes in 7.0.1 to
Midtier 6.3 Patch#21.

Has anyone else experienced this issue with Mid Tier patch 20?  Has
anyone who upgraded to Mid Tier patch 21 found that this problem has
been corrected?

Has anyone who has Mid Tier patch 21 found any issues with it thusfar? 

Our hope is to get a patch installed on our environment that doesn't
cause additional problems in our system. 

ARS 6.3 Patch 20 - Windows 2003 
Mid Tier 6.3 Patch 20 - Linux with JBoss 4.2 /  Java 1.5.0_04 / Apache
Tomcat 5.5.9 
Oracle 9.2.0.4 

Thanks 
Peter Lammey 
ESPN MIT Technical Services  Applications Management 
860-766-4761 

__20060125___This posting was submitted with HTML in
it___

___
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Answers Are


Re: Bug now found after Patch 20 install - Mid Tier Override option

2007-03-13 Thread Rob Dudley

We applied Patch 21 last week for all (ARS, Email and Mid-Tier) of our
servers.  So far through extensive testing, we have not experienced any
problems with this patch.

Rob

ARS 6.3 patch 21
ITSM 6.0
Windows 2k3


On 3/13/07, ARSList [EMAIL PROTECTED] wrote:


**

Peter,



We are experiencing this exact same issue in our production. ARS 6.3 patch
20, Mid-Tier Patch 20, W2k3.  We presumed it was a problem with our secure
web environment requiring disconnect of inactive sessions over 20 minutes.



I have not been able to duplicate this in our TEST environment (as we
don't have the same web security).  Our support told us this is fixed in
Mid-Tier 7.0.1 patch 1.



We plan to test Patch 21, but if we can't duplicate it in TEST, I don't
know how we can prove it will work for production.

Read the README in patch 21, it talks about how it fixes a bug for the
duplicate IP issue.



I am interested in your results.



Thanks.


Nick


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Lammey, Peter A.
*Sent:* Tuesday, March 13, 2007 8:10 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Bug now found after Patch 20 install - Mid Tier Override option



After patching our Mid Tier to patch 20 after it was on patch 16 for DST
we found a nice little bug.

We have heard from a couple users since installing the patch that when the
user logs into a Mid Tier session and closes the Remedy Mid Tier windows
(without using the logout button that does a PERFORM-ACTION-EXIT-APP) and
they attempt to login from a different machine they receive the pop up User
is connected into another machine (ARERR 9093).  Do you wish to override?
They get this pop up whether they login before or after the 15 minute
window.

When users get this pop up and click OK to override and they get the error
message Network protocol/data error when performing data operation.  Please
contact administrator..

They get brought back to the login page to log back into the Mid Tier, so
the user attempts to login again, get in and tries to access the Remedy
Support console, gets the network same override message again followed by
the protocol/data error again.

All we can do at this point is free the user's session from the server
using the Admin tool but we can only do this once for the user and its
possible many users can fall into this mess in a day.

I sent a ticket to Remedy BMC and they claim this is the bug and this was
fixed in Patch 21:

SW00256768  With 6.3 Patch#19 for AR Server, the behavior of the API for
IP Override has changed to be the same as 7.0.1.This creates problems with
IP Override for Midtier. This fix backports the changes in 7.0.1 to
Midtier 6.3 Patch#21.

Has anyone else experienced this issue with Mid Tier patch 20?  Has anyone
who upgraded to Mid Tier patch 21 found that this problem has been
corrected?

Has anyone who has Mid Tier patch 21 found any issues with it thusfar?

Our hope is to get a patch installed on our environment that doesn't cause
additional problems in our system.

ARS 6.3 Patch 20 - Windows 2003
Mid Tier 6.3 Patch 20 - Linux with JBoss 4.2 /  Java 1.5.0_04 / Apache
Tomcat 5.5.9
Oracle 9.2.0.4

Thanks
Peter Lammey
ESPN MIT Technical Services  Applications Management
860-766-4761
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with HTML
in it___


___
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Are


Re: Bug now found after Patch 20 install - Mid Tier Override option

2007-03-13 Thread Lammey, Peter A.
I am able to replicate the issue on both our Mid Tier dev and prod
environments.
 
Id like to know for sure that patch 21 does resolve this issue and not
just try it out and hope it gets fixed.
The description for SW00256768 seems to indicate that this is the issue
and that this is fixed by patch 21.
I would also be interested to know what other boon doggles are
introduced by patch 21 that would cause different headaches for our
users.
 
Anyone experience issues or success with patch 21 for Mid Tier?

Thanks 
Peter Lammey 
ESPN MIT Technical Services  Applications Management 
860-766-4761 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARSList
Sent: Tuesday, March 13, 2007 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Bug now found after Patch 20 install - Mid Tier Override
option


** 

Peter,

 

We are experiencing this exact same issue in our production. ARS 6.3
patch 20, Mid-Tier Patch 20, W2k3.  We presumed it was a problem with
our secure web environment requiring disconnect of inactive sessions
over 20 minutes.

 

I have not been able to duplicate this in our TEST environment (as we
don't have the same web security).  Our support told us this is fixed in
Mid-Tier 7.0.1 patch 1.  

 

We plan to test Patch 21, but if we can't duplicate it in TEST, I don't
know how we can prove it will work for production.

Read the README in patch 21, it talks about how it fixes a bug for the
duplicate IP issue.

 

I am interested in your results.

 

Thanks.


Nick

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Tuesday, March 13, 2007 8:10 AM
To: arslist@ARSLIST.ORG
Subject: Bug now found after Patch 20 install - Mid Tier Override option

 

After patching our Mid Tier to patch 20 after it was on patch 16 for DST
we found a nice little bug. 

We have heard from a couple users since installing the patch that when
the user logs into a Mid Tier session and closes the Remedy Mid Tier
windows (without using the logout button that does a
PERFORM-ACTION-EXIT-APP) and they attempt to login from a different
machine they receive the pop up User is connected into another machine
(ARERR 9093).  Do you wish to override?  They get this pop up whether
they login before or after the 15 minute window.

When users get this pop up and click OK to override and they get the
error message Network protocol/data error when performing data
operation.  Please contact administrator..

They get brought back to the login page to log back into the Mid Tier,
so the user attempts to login again, get in and tries to access the
Remedy Support console, gets the network same override message again
followed by the protocol/data error again.

All we can do at this point is free the user's session from the server
using the Admin tool but we can only do this once for the user and its
possible many users can fall into this mess in a day.

I sent a ticket to Remedy BMC and they claim this is the bug and this
was fixed in Patch 21: 

SW00256768  With 6.3 Patch#19 for AR Server, the behavior of the API for
IP Override has changed to be the same as 7.0.1.This creates problems
with IP Override for Midtier. This fix backports the changes in 7.0.1 to
Midtier 6.3 Patch#21.

Has anyone else experienced this issue with Mid Tier patch 20?  Has
anyone who upgraded to Mid Tier patch 21 found that this problem has
been corrected?

Has anyone who has Mid Tier patch 21 found any issues with it thusfar? 

Our hope is to get a patch installed on our environment that doesn't
cause additional problems in our system. 

ARS 6.3 Patch 20 - Windows 2003 
Mid Tier 6.3 Patch 20 - Linux with JBoss 4.2 /  Java 1.5.0_04 / Apache
Tomcat 5.5.9 
Oracle 9.2.0.4 

Thanks 
Peter Lammey 
ESPN MIT Technical Services  Applications Management 
860-766-4761 

__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___

___
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Answers Are


Re: Bug now found after Patch 20 install - Mid Tier Override option

2007-03-13 Thread Frank Caruso

We found this weeks ago during DST testing on p20. Check out the thread
Erorr 9350. I believe this was introduced with Patch 20 of ARS. I have
tested midTier 7 on ARS p20 and the issue was resolved.

On 3/13/07, Lammey, Peter A. [EMAIL PROTECTED]  wrote:


** I am able to replicate the issue on both our Mid Tier dev and prod
environments.

Id like to know for sure that patch 21 does resolve this issue and not
just try it out and hope it gets fixed.
The description for SW00256768 seems to indicate that this is the issue
and that this is fixed by patch 21.
I would also be interested to know what other boon doggles are introduced
by patch 21 that would cause different headaches for our users.

Anyone experience issues or success with patch 21 for Mid Tier?

Thanks
Peter Lammey
ESPN MIT Technical Services  Applications Management
860-766-4761


 --
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *ARSList
*Sent:* Tuesday, March 13, 2007 11:30 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Bug now found after Patch 20 install - Mid Tier Override
option

**

Peter,



We are experiencing this exact same issue in our production. ARS 6.3 patch
20, Mid-Tier Patch 20, W2k3.  We presumed it was a problem with our secure
web environment requiring disconnect of inactive sessions over 20 minutes.



I have not been able to duplicate this in our TEST environment (as we
don't have the same web security).  Our support told us this is fixed in
Mid-Tier 7.0.1 patch 1.



We plan to test Patch 21, but if we can't duplicate it in TEST, I don't
know how we can prove it will work for production.

Read the README in patch 21, it talks about how it fixes a bug for the
duplicate IP issue.



I am interested in your results.



Thanks.


Nick


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Lammey, Peter A.
*Sent:* Tuesday, March 13, 2007 8:10 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Bug now found after Patch 20 install - Mid Tier Override option



After patching our Mid Tier to patch 20 after it was on patch 16 for DST
we found a nice little bug.

We have heard from a couple users since installing the patch that when the
user logs into a Mid Tier session and closes the Remedy Mid Tier windows
(without using the logout button that does a PERFORM-ACTION-EXIT-APP) and
they attempt to login from a different machine they receive the pop up User
is connected into another machine (ARERR 9093).  Do you wish to override?
They get this pop up whether they login before or after the 15 minute
window.

When users get this pop up and click OK to override and they get the error
message Network protocol/data error when performing data operation.  Please
contact administrator..

They get brought back to the login page to log back into the Mid Tier, so
the user attempts to login again, get in and tries to access the Remedy
Support console, gets the network same override message again followed by
the protocol/data error again.

All we can do at this point is free the user's session from the server
using the Admin tool but we can only do this once for the user and its
possible many users can fall into this mess in a day.

I sent a ticket to Remedy BMC and they claim this is the bug and this was
fixed in Patch 21:

SW00256768  With 6.3 Patch#19 for AR Server, the behavior of the API for
IP Override has changed to be the same as 7.0.1.This creates problems with
IP Override for Midtier. This fix backports the changes in 7.0.1 to
Midtier 6.3 Patch#21.

Has anyone else experienced this issue with Mid Tier patch 20?  Has anyone
who upgraded to Mid Tier patch 21 found that this problem has been
corrected?

Has anyone who has Mid Tier patch 21 found any issues with it thusfar?

Our hope is to get a patch installed on our environment that doesn't cause
additional problems in our system.

ARS 6.3 Patch 20 - Windows 2003
Mid Tier 6.3 Patch 20 - Linux with JBoss 4.2 /  Java 1.5.0_04 / Apache
Tomcat 5.5.9
Oracle 9.2.0.4

Thanks
Peter Lammey
ESPN MIT Technical Services  Applications Management
860-766-4761
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with HTML
in it___
__20060125___This posting was submitted with HTML in
it___





--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com
703-376-1249

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Re: Bug now found after Patch 20 install - Mid Tier Override option

2007-03-13 Thread Mahesh Patil
Yes, with patch 20 Override Option defect is
reoccuring, but with patch 21 you can resolve it.

Thanks,
Manthan
--- Rob Dudley [EMAIL PROTECTED] wrote:

 We applied Patch 21 last week for all (ARS, Email
 and Mid-Tier) of our
 servers.  So far through extensive testing, we have
 not experienced any
 problems with this patch.
 
 Rob
 
 ARS 6.3 patch 21
 ITSM 6.0
 Windows 2k3
 
 
 On 3/13/07, ARSList [EMAIL PROTECTED] wrote:
 
  **
 
  Peter,
 
 
 
  We are experiencing this exact same issue in our
 production. ARS 6.3 patch
  20, Mid-Tier Patch 20, W2k3.  We presumed it was a
 problem with our secure
  web environment requiring disconnect of inactive
 sessions over 20 minutes.
 
 
 
  I have not been able to duplicate this in our TEST
 environment (as we
  don't have the same web security).  Our support
 told us this is fixed in
  Mid-Tier 7.0.1 patch 1.
 
 
 
  We plan to test Patch 21, but if we can't
 duplicate it in TEST, I don't
  know how we can prove it will work for production.
 
  Read the README in patch 21, it talks about how it
 fixes a bug for the
  duplicate IP issue.
 
 
 
  I am interested in your results.
 
 
 
  Thanks.
 
 
  Nick
 
 
   --
 
  *From:* Action Request System discussion
 list(ARSList) [mailto:
  [EMAIL PROTECTED] *On Behalf Of *Lammey, Peter
 A.
  *Sent:* Tuesday, March 13, 2007 8:10 AM
  *To:* arslist@ARSLIST.ORG
  *Subject:* Bug now found after Patch 20 install -
 Mid Tier Override option
 
 
 
  After patching our Mid Tier to patch 20 after it
 was on patch 16 for DST
  we found a nice little bug.
 
  We have heard from a couple users since installing
 the patch that when the
  user logs into a Mid Tier session and closes the
 Remedy Mid Tier windows
  (without using the logout button that does a
 PERFORM-ACTION-EXIT-APP) and
  they attempt to login from a different machine
 they receive the pop up User
  is connected into another machine (ARERR 9093). 
 Do you wish to override?
  They get this pop up whether they login before or
 after the 15 minute
  window.
 
  When users get this pop up and click OK to
 override and they get the error
  message Network protocol/data error when
 performing data operation.  Please
  contact administrator..
 
  They get brought back to the login page to log
 back into the Mid Tier, so
  the user attempts to login again, get in and tries
 to access the Remedy
  Support console, gets the network same override
 message again followed by
  the protocol/data error again.
 
  All we can do at this point is free the user's
 session from the server
  using the Admin tool but we can only do this once
 for the user and its
  possible many users can fall into this mess in a
 day.
 
  I sent a ticket to Remedy BMC and they claim this
 is the bug and this was
  fixed in Patch 21:
 
  SW00256768  With 6.3 Patch#19 for AR Server, the
 behavior of the API for
  IP Override has changed to be the same as
 7.0.1.This creates problems with
  IP Override for Midtier. This fix backports the
 changes in 7.0.1 to
  Midtier 6.3 Patch#21.
 
  Has anyone else experienced this issue with Mid
 Tier patch 20?  Has anyone
  who upgraded to Mid Tier patch 21 found that this
 problem has been
  corrected?
 
  Has anyone who has Mid Tier patch 21 found any
 issues with it thusfar?
 
  Our hope is to get a patch installed on our
 environment that doesn't cause
  additional problems in our system.
 
  ARS 6.3 Patch 20 - Windows 2003
  Mid Tier 6.3 Patch 20 - Linux with JBoss 4.2 / 
 Java 1.5.0_04 / Apache
  Tomcat 5.5.9
  Oracle 9.2.0.4
 
  Thanks
  Peter Lammey
  ESPN MIT Technical Services  Applications
 Management
  860-766-4761
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