Re: Write Access Permissions Error Submitting SRM On Behalf Of
This issue can be solved by creating simple workflow that will delete the the entry in ENT:Enttitlement Generate QUAL/CACHE form just before the OOB workflow creates an entry. Thanks Mahesh Sent from my iPhone On Aug 11, 2012, at 9:32 PM, Steve Baumann sbaum...@columnit.com wrote: To the 'write access error', there does seem to be a bit of conflict or at least confusion in the documentation. The statement in your original post, An individual with a BMC Remedy AR System Read license can act on-behalf-of another individual, group, or company. is a true statement but only if they happen to be the first person to do this for the 'other' entity. Subsequest read-only licensed individuals who try to perform an on-behalf-of action for that entity will get an error. As was stated earlier, the first action creates an entry in ENT:Enttitlement Generate QUAL/CACHE form, but the second person receives the error when updating this record. This is standard age-old ARS licensing behavior. There is another note on page 19 of the SRM User's Guide that states: Users who are allowed to submit requests on behalf of another user must be assigned a fixed or floating license so that they can manage the requests after submitting them on behalf of the other user. So, in one place we're told only a RO license is needed, then in another we're told a Write license is needed (at least to 'manage' the requests). Based on the fact that users need to modify a record created by a different user, Write license wins. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Write Access Permissions Error Submitting SRM On Behalf Of
To the 'write access error', there does seem to be a bit of conflict or at least confusion in the documentation. The statement in your original post, An individual with a BMC Remedy AR System Read license can act on-behalf-of another individual, group, or company. is a true statement but only if they happen to be the first person to do this for the 'other' entity. Subsequest read-only licensed individuals who try to perform an on-behalf-of action for that entity will get an error. As was stated earlier, the first action creates an entry in ENT:Enttitlement Generate QUAL/CACHE form, but the second person receives the error when updating this record. This is standard age-old ARS licensing behavior. There is another note on page 19 of the SRM User's Guide that states: Users who are allowed to submit requests on behalf of another user must be assigned a fixed or floating license so that they can manage the requests after submitting them on behalf of the other user. So, in one place we're told only a RO license is needed, then in another we're told a Write license is needed (at least to 'manage' the requests). Based on the fact that users need to modify a record created by a different user, Write license wins. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Write Access Permissions Error Submitting SRM On Behalf Of
Hi, to follow up what Yogini has mentioned, I have seen a number of issues with SRM (over the versions) when attempting to close consoles, using On Behalf of, etc where the system attempted to update the SRM preferences (surrounding counts, etc) due to the records in the preference forms having a different case on the login ID e.g. s1234 - Login ID, preference record had S1234. If you have a non case sensitive database, and the user logged in for the first time using a upper case letter in the login ID (allowed), the preference record would be written in upper case. When SSO was applied (or the user logged in with lower case), the user was logged in using the stored lower case Login ID and this threw errors as the system could not update the preference record - although it was a case insensitive system. Deleting the preference records would allow the user to re-create this on next login fixing the issue. Something to note surrounding the whacky world of SRM. Cheers Carl http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ITSM.Support Sent: 09 August 2012 18:02 To: arslist@ARSLIST.ORG Subject: Re: Write Access Permissions Error Submitting SRM On Behalf Of ** Hi, We have seen same error at our end. To resolve this, we recreated user record for the user we were getting an error, then it started working correctly as expected. HTH -- Regards, Yogini Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Email: i...@vyomlabs.com || Web Site: www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Write Access Permissions Error Submitting SRM On Behalf Of
Hi, We have seen same error at our end. To resolve this, we recreated user record for the user we were getting an error, then it started working correctly as expected. HTH -- Regards, Yogini Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Email: mailto:i...@vyomlabs.com i...@vyomlabs.com || Web Site: http://www.vyomlabs.com www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs http://www.linkedin.com/company/vyom-labs From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shawn Rosenberry Sent: Wednesday, August 08, 2012 3:25 AM To: arslist@ARSLIST.ORG Subject: Write Access Permissions Error Submitting SRM On Behalf Of ** Greetings Environment ARSystem 7.6.4 Patch 2 Mid-Tier 7.6.4 Patch 3 SQL Server 2005 MS Server 2008 Submitter Mode Locked Here is the issue We have the system configured so that anyone can request On behalf of using the SRM tool for anyone else. In our 7.5 environment we never had any issues. It works like this Joe submits a ticket on behalf of Karen no problem Kevin submits a new ticket on behalf of Karen we receive the error Joe submits a second ticket for Karen no problem The issue appears to be with the ENT:Enttitlement Generate QUAL/CACHE form, the first person creating on behalf of creates a new entry so there is no problem, the second; however, receives the error when OTB workflow attempts to update this record. The workflow was identical in 7.5 and it updated the record in the form without any problems. According to BMC 7.6.4 documentation, An individual with a BMC Remedy AR System Read license can act on-behalf-of another individual, group, or company. . This would lead me to believe it should still work with SRM even though users without write licenses can not normally update a record in a form. Has anyone else seen this issue? Regards, Shawn Rosenberry Lyondellbasell _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Write Access Permissions Error Submitting SRM On Behalf Of
Greetings Environment ARSystem 7.6.4 Patch 2 Mid-Tier 7.6.4 Patch 3 SQL Server 2005 MS Server 2008 Submitter Mode Locked Here is the issue We have the system configured so that anyone can request On behalf of using the SRM tool for anyone else. In our 7.5 environment we never had any issues. It works like this Joe submits a ticket on behalf of Karen no problem Kevin submits a new ticket on behalf of Karen we receive the error Joe submits a second ticket for Karen no problem The issue appears to be with the ENT:Enttitlement Generate QUAL/CACHE form, the first person creating on behalf of creates a new entry so there is no problem, the second; however, receives the error when OTB workflow attempts to update this record. The workflow was identical in 7.5 and it updated the record in the form without any problems. According to BMC 7.6.4 documentation, An individual with a BMC Remedy AR System Read license can act on-behalf-of another individual, group, or company. . This would lead me to believe it should still work with SRM even though users without write licenses can not normally update a record in a form. Has anyone else seen this issue? Regards, Shawn Rosenberry Lyondellbasell ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
