Re: Strange License issue in 7.6.4 (1/2 resolved)
Hi, In 7.6.04: A. Users should go to one Mid-Tier per session. B. The Mid-Tier-server should bounce between AR-servers during a session, that is the recommended way in 7.6.04, and it should not require multiple licenses. C. A user should be able to connect to multiple servers even if they are non Admins, that is all well and good and as designed. D. A user can NOT connect from multiple clients (Mid-Tiers) at the same time if they are not Admin-users. But this does not seem to be the case you have described. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. All, Thank you all for your ideas and advice, Part of our issue was the load balancer and connections from the mid-tier. For some reason our three mid-tiers would bounce between the two app servers during a session. To resolve that we needed to remove both app server and then re-add them, therefore, breaking the connections. The other 1/2 of the issue which BMC needs to look into, is the way the system was allowing a non-admin user to log in to two servers at the same time. That part is still open. Howard -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, August 09, 2012 9:57 AM To: arslist@ARSLIST.ORG Subject: Re: Strange License issue in 7.6.4 What it sounds like is happening is that a user is being routed back thru the load balancer from the ARServer and getting directed to the other server Can you try setting the hosts file so once you are on a server you stay on the server? Here is what I mean: Say the LoadBalancer is 192.168.1.1, ARServer1 is 192.168.1.11, and ARServer2 is 192.168.1.12 Your server group is called REMEDY, ARS server 1 is REMEDY1, and ARS server 2 is REMEDY2 What is happening is a user connects to REMEDY (Which is a DNS alias for the LoadBalancer) and is redirected to REMEDY1. When REMEDY1 needs to open or access some data for a user it tries to connect to REMEDY (since that is the server name the user is working with) and the LoadBalancer redirects that connection to REMEDY2. Your user is now connected to 2 ARS servers using 2 licenses. By changing the hosts file on REMEDY1 we can stop that looping back thru the LoadBalancer REMEDY1 hosts file before change 127.0.0.1localhost 192.168.1.11 REMEDY1 REMEDY1.MYDOMAIN.COM REMEDY1 hosts file after change 127.0.0.1localhost 192.168.1.11 REMEDY1 REMEDY1.MYDOMAIN.COM REMEDY REMEDY.MYDOMAIN.COM Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Thursday, August 09, 2012 6:06 AM To: arslist@ARSLIST.ORG Subject: Re: Strange License issue in 7.6.4 Hi, (Te baby is fine!) The user should show up on both servers if you don't use sticky, but this should definitely not require two floating licenses. One user should only use one floating license token regardless. Best Regards - Misi, RRR AB, http://rrr.se -Original Message- Good morning Misi, How is the new baby? We were on 7.5 p6 Arserver with ITSM 7.6.1 and went to 7.6.4 r3 of ARserver with ITSM 7.6.4 r2. We tried the new mid-tier settings, and had a few issues. Per BMC we went back to the old school sticky bit, so we could stay up and maybe fix this issue. I am starting to agree and I think that BMC is as well, that a anon admin user should not be showing up on both servers and therefor taking up two floating licenses. I am just looking for anyone that has seen any strangeness with licensing (like this or something else) in 7.6.4 ARS. Take care and be well, Howard -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Thursday, August 09, 2012 2:01 AM To: arslist@ARSLIST.ORG Subject: Re: Strange License issue in 7.6.4 Hi, One user that simultaneously connects to multiple servers in a group should not consume multiple licenses. If that is the case, it is a bug in the AR Servers. It should not have anything to do with the load balancer. The new recommendation in 7.6.04 is actually to NOT have the sticky bit set between Mid-Tier and AR Server. You say it works fine in 7.6.1, but there is no such version. Which version are you on? I presume that by 7.6.04 r3 you mean 7.6.04 SP3? Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) -Original Message- Howard, I've seen this with 7604 with load balancing. Basically, the LB doesn't care
Re: Strange License issue in 7.6.4 (1/2 resolved)
All, Thank you all for your ideas and advice, Part of our issue was the load balancer and connections from the mid-tier. For some reason our three mid-tiers would bounce between the two app servers during a session. To resolve that we needed to remove both app server and then re-add them, therefore, breaking the connections. The other 1/2 of the issue which BMC needs to look into, is the way the system was allowing a non-admin user to log in to two servers at the same time. That part is still open. Howard -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, August 09, 2012 9:57 AM To: arslist@ARSLIST.ORG Subject: Re: Strange License issue in 7.6.4 What it sounds like is happening is that a user is being routed back thru the load balancer from the ARServer and getting directed to the other server Can you try setting the hosts file so once you are on a server you stay on the server? Here is what I mean: Say the LoadBalancer is 192.168.1.1, ARServer1 is 192.168.1.11, and ARServer2 is 192.168.1.12 Your server group is called REMEDY, ARS server 1 is REMEDY1, and ARS server 2 is REMEDY2 What is happening is a user connects to REMEDY (Which is a DNS alias for the LoadBalancer) and is redirected to REMEDY1. When REMEDY1 needs to open or access some data for a user it tries to connect to REMEDY (since that is the server name the user is working with) and the LoadBalancer redirects that connection to REMEDY2. Your user is now connected to 2 ARS servers using 2 licenses. By changing the hosts file on REMEDY1 we can stop that looping back thru the LoadBalancer REMEDY1 hosts file before change 127.0.0.1localhost 192.168.1.11 REMEDY1 REMEDY1.MYDOMAIN.COM REMEDY1 hosts file after change 127.0.0.1localhost 192.168.1.11 REMEDY1 REMEDY1.MYDOMAIN.COM REMEDY REMEDY.MYDOMAIN.COM Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Thursday, August 09, 2012 6:06 AM To: arslist@ARSLIST.ORG Subject: Re: Strange License issue in 7.6.4 Hi, (Te baby is fine!) The user should show up on both servers if you don't use sticky, but this should definitely not require two floating licenses. One user should only use one floating license token regardless. Best Regards - Misi, RRR AB, http://rrr.se -Original Message- Good morning Misi, How is the new baby? We were on 7.5 p6 Arserver with ITSM 7.6.1 and went to 7.6.4 r3 of ARserver with ITSM 7.6.4 r2. We tried the new mid-tier settings, and had a few issues. Per BMC we went back to the old school sticky bit, so we could stay up and maybe fix this issue. I am starting to agree and I think that BMC is as well, that a anon admin user should not be showing up on both servers and therefor taking up two floating licenses. I am just looking for anyone that has seen any strangeness with licensing (like this or something else) in 7.6.4 ARS. Take care and be well, Howard -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Thursday, August 09, 2012 2:01 AM To: arslist@ARSLIST.ORG Subject: Re: Strange License issue in 7.6.4 Hi, One user that simultaneously connects to multiple servers in a group should not consume multiple licenses. If that is the case, it is a bug in the AR Servers. It should not have anything to do with the load balancer. The new recommendation in 7.6.04 is actually to NOT have the sticky bit set between Mid-Tier and AR Server. You say it works fine in 7.6.1, but there is no such version. Which version are you on? I presume that by 7.6.04 r3 you mean 7.6.04 SP3? Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) -Original Message- Howard, I've seen this with 7604 with load balancing. Basically, the LB doesn't care about the users. It simply looks at tcp port traffic from the mid tier to the AR. There is not a 1 to 1 correlation between user actions on mid tier and connections to AR. So if a user action spawns 4 TCP connections, each one will be distributed by the load balancer equally depending on how you set it, round robin or least connection etc.. That's probably why you see 1 user on both boxes. That's how I understand it. Hope that helps. I'd like to hear the resolution that BMC comes to as this directly effects pricing for the customer. -Original Message- On Aug 8, 2012, at 8:56 PM, Howard's Gmail hbr4...@gmail.com wrote: I hope this question finds you all in good health. Now for my question/issue, we just went from 7.6.1 to 7.6.4 r3 and started to run out of floating licenses. With the user population staying the same. So we
