Re: "You do not have write license" woes
ignore my previous email I thought it was an authentication issue not a write license issue. *Rocky* Rocky Rockwell Remedy/BMC Application Designer [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> Ph#1: 214-567-8874 Ph#2: 325-450-5076 LJ Longwing wrote: It could be an option if you temporarily set a password that you know, and log on as him with that workstation. That should be able to replicate the issue. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, August 05, 2008 1:08 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Unfortunately the users with the problem are in St. Louis and the guy with the direct access is here in the Twin Citiesso that's not really an option. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate) Sent: Tuesday, August 05, 2008 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes If the user moves to a different machine, are they still experiencing the same issues? If so, which I'm assuming they are, have them go to the one guy's computer who has access through the firewall, and have them log in explicitly to one of the MT servers, bypassing the load balancer. I really think this might be the culprit. I know that you were having issues in your other environment without the load balancer, but that's just it -- it's a different environment, so I think we should not hold it as gold that it's the same issue. 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 William Rentfrow Sent: Tuesday, August 05, 2008 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes That is what I did. The results were the same. I am pretty sure this is not LDAP related. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark Sent: Tuesday, August 05, 2008 12:47 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes All of the users experiencing this problem are authenticated via AREA? If so would you be able try the following with a user currently having the issue? Temporarily assign them a password in the User form to prevent the use of AREA and see if that resolves it? Mark From: Action Request System discussion list(ARSList) on behalf of William Rentfrow Sent: Tue 05/08/2008 18:12 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Okay, we just eliminated this as a possible cause. The remaining possible known suspect is the sticky bit on the web servers. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath Sent: Tuesday, August 05, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes William, Are your users using the LDAP password or the passwords from the User form? If they use the LDAP password and the password in the User form is blank, then try turning off the EA chaining mode and see if the issue persists? We got rid of midtier login specific errors with the above settings. But with this you need to be sure that password in user form is blank for all users and they should only use LDAP password unless your business needs require it in user form aswell. Also "Cross reference blank password" must be checked. Let know. 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, 11:21 PM 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 th
Re: "You do not have write license" woes
I was going to suggest cookies on the browsers, but you say they get invalid login errors,so that does not make since. I was also going to ask if you can tell the authentication error is coming from the mid-tier and ladp or if it is the authentication between the mid-tier and the ARS server. I think you said you had multiple mid-tiers that are load balanced. Could the problem be coming from one of the mid-tier's do to the wrong admin password between the one mid-tier and the ARS Server. Just thinking out loud. *Rocky* Rocky Rockwell Remedy/BMC Application Designer [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> Ph#1: 214-567-8874 Ph#2: 325-450-5076 Gary Opela (Corporate) wrote: You couldn't 'borrow' their password and user id to test a system-critical issue? 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 William Rentfrow Sent: Tuesday, August 05, 2008 2:08 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Unfortunately the users with the problem are in St. Louis and the guy with the direct access is here in the Twin Citiesso that's not really an option. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate) Sent: Tuesday, August 05, 2008 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes If the user moves to a different machine, are they still experiencing the same issues? If so, which I'm assuming they are, have them go to the one guy's computer who has access through the firewall, and have them log in explicitly to one of the MT servers, bypassing the load balancer. I really think this might be the culprit. I know that you were having issues in your other environment without the load balancer, but that's just it -- it's a different environment, so I think we should not hold it as gold that it's the same issue. 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 William Rentfrow Sent: Tuesday, August 05, 2008 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes That is what I did. The results were the same. I am pretty sure this is not LDAP related. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark Sent: Tuesday, August 05, 2008 12:47 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes All of the users experiencing this problem are authenticated via AREA? If so would you be able try the following with a user currently having the issue? Temporarily assign them a password in the User form to prevent the use of AREA and see if that resolves it? Mark From: Action Request System discussion list(ARSList) on behalf of William Rentfrow Sent: Tue 05/08/2008 18:12 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Okay, we just eliminated this as a possible cause. The remaining possible known suspect is the sticky bit on the web servers. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath Sent: Tuesday, August 05, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes William, Are your users using the LDAP password or the passwords from the User form? If they use the LDAP password and the password in the User form is blank, then try turning off the EA chaining mode and see if the issue persists? We got rid of midtier login specific errors with the above settings. But with this you need to be sure that password in user form is blank for all users and they should only use LDAP password unless your business needs require it in user form aswell. Also "Cross reference blank password" must be checked. Let know. 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, 11:21 PM 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 s
Re: "You do not have write license" woes
Working on itfortunately that guy comes in VERY early - so he can test this before everyone is online tomorrow morning. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Tuesday, August 05, 2008 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes It could be an option if you temporarily set a password that you know, and log on as him with that workstation. That should be able to replicate the issue. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, August 05, 2008 1:08 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Unfortunately the users with the problem are in St. Louis and the guy with the direct access is here in the Twin Citiesso that's not really an option. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate) Sent: Tuesday, August 05, 2008 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes If the user moves to a different machine, are they still experiencing the same issues? If so, which I'm assuming they are, have them go to the one guy's computer who has access through the firewall, and have them log in explicitly to one of the MT servers, bypassing the load balancer. I really think this might be the culprit. I know that you were having issues in your other environment without the load balancer, but that's just it -- it's a different environment, so I think we should not hold it as gold that it's the same issue. 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 William Rentfrow Sent: Tuesday, August 05, 2008 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes That is what I did. The results were the same. I am pretty sure this is not LDAP related. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark Sent: Tuesday, August 05, 2008 12:47 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes All of the users experiencing this problem are authenticated via AREA? If so would you be able try the following with a user currently having the issue? Temporarily assign them a password in the User form to prevent the use of AREA and see if that resolves it? Mark From: Action Request System discussion list(ARSList) on behalf of William Rentfrow Sent: Tue 05/08/2008 18:12 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Okay, we just eliminated this as a possible cause. The remaining possible known suspect is the sticky bit on the web servers. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath Sent: Tuesday, August 05, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes William, Are your users using the LDAP password or the passwords from the User form? If they use the LDAP password and the password in the User form is blank, then try turning off the EA chaining mode and see if the issue persists? We got rid of midtier login specific errors with the above settings. But with this you need to be sure that password in user form is blank for all users and they should only use LDAP password unless your business needs require it in user form aswell. Also "Cross reference blank password" must be checked. Let know. 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, 11:21 PM 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
Re: "You do not have write license" woes
It could be an option if you temporarily set a password that you know, and log on as him with that workstation. That should be able to replicate the issue. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, August 05, 2008 1:08 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Unfortunately the users with the problem are in St. Louis and the guy with the direct access is here in the Twin Citiesso that's not really an option. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate) Sent: Tuesday, August 05, 2008 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes If the user moves to a different machine, are they still experiencing the same issues? If so, which I'm assuming they are, have them go to the one guy's computer who has access through the firewall, and have them log in explicitly to one of the MT servers, bypassing the load balancer. I really think this might be the culprit. I know that you were having issues in your other environment without the load balancer, but that's just it -- it's a different environment, so I think we should not hold it as gold that it's the same issue. 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 William Rentfrow Sent: Tuesday, August 05, 2008 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes That is what I did. The results were the same. I am pretty sure this is not LDAP related. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark Sent: Tuesday, August 05, 2008 12:47 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes All of the users experiencing this problem are authenticated via AREA? If so would you be able try the following with a user currently having the issue? Temporarily assign them a password in the User form to prevent the use of AREA and see if that resolves it? Mark From: Action Request System discussion list(ARSList) on behalf of William Rentfrow Sent: Tue 05/08/2008 18:12 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Okay, we just eliminated this as a possible cause. The remaining possible known suspect is the sticky bit on the web servers. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath Sent: Tuesday, August 05, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes William, Are your users using the LDAP password or the passwords from the User form? If they use the LDAP password and the password in the User form is blank, then try turning off the EA chaining mode and see if the issue persists? We got rid of midtier login specific errors with the above settings. But with this you need to be sure that password in user form is blank for all users and they should only use LDAP password unless your business needs require it in user form aswell. Also "Cross reference blank password" must be checked. Let know. 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, 11:21 PM 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: > >
Re: "You do not have write license" woes
You couldn't 'borrow' their password and user id to test a system-critical issue? 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 William Rentfrow Sent: Tuesday, August 05, 2008 2:08 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Unfortunately the users with the problem are in St. Louis and the guy with the direct access is here in the Twin Citiesso that's not really an option. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate) Sent: Tuesday, August 05, 2008 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes If the user moves to a different machine, are they still experiencing the same issues? If so, which I'm assuming they are, have them go to the one guy's computer who has access through the firewall, and have them log in explicitly to one of the MT servers, bypassing the load balancer. I really think this might be the culprit. I know that you were having issues in your other environment without the load balancer, but that's just it -- it's a different environment, so I think we should not hold it as gold that it's the same issue. 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 William Rentfrow Sent: Tuesday, August 05, 2008 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes That is what I did. The results were the same. I am pretty sure this is not LDAP related. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark Sent: Tuesday, August 05, 2008 12:47 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes All of the users experiencing this problem are authenticated via AREA? If so would you be able try the following with a user currently having the issue? Temporarily assign them a password in the User form to prevent the use of AREA and see if that resolves it? Mark From: Action Request System discussion list(ARSList) on behalf of William Rentfrow Sent: Tue 05/08/2008 18:12 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Okay, we just eliminated this as a possible cause. The remaining possible known suspect is the sticky bit on the web servers. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath Sent: Tuesday, August 05, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes William, Are your users using the LDAP password or the passwords from the User form? If they use the LDAP password and the password in the User form is blank, then try turning off the EA chaining mode and see if the issue persists? We got rid of midtier login specific errors with the above settings. But with this you need to be sure that password in user form is blank for all users and they should only use LDAP password unless your business needs require it in user form aswell. Also "Cross reference blank password" must be checked. Let know. 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, 11:21 PM 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 &
Re: "You do not have write license" woes
Unfortunately the users with the problem are in St. Louis and the guy with the direct access is here in the Twin Citiesso that's not really an option. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate) Sent: Tuesday, August 05, 2008 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes If the user moves to a different machine, are they still experiencing the same issues? If so, which I'm assuming they are, have them go to the one guy's computer who has access through the firewall, and have them log in explicitly to one of the MT servers, bypassing the load balancer. I really think this might be the culprit. I know that you were having issues in your other environment without the load balancer, but that's just it -- it's a different environment, so I think we should not hold it as gold that it's the same issue. 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 William Rentfrow Sent: Tuesday, August 05, 2008 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes That is what I did. The results were the same. I am pretty sure this is not LDAP related. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark Sent: Tuesday, August 05, 2008 12:47 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes All of the users experiencing this problem are authenticated via AREA? If so would you be able try the following with a user currently having the issue? Temporarily assign them a password in the User form to prevent the use of AREA and see if that resolves it? Mark From: Action Request System discussion list(ARSList) on behalf of William Rentfrow Sent: Tue 05/08/2008 18:12 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Okay, we just eliminated this as a possible cause. The remaining possible known suspect is the sticky bit on the web servers. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath Sent: Tuesday, August 05, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes William, Are your users using the LDAP password or the passwords from the User form? If they use the LDAP password and the password in the User form is blank, then try turning off the EA chaining mode and see if the issue persists? We got rid of midtier login specific errors with the above settings. But with this you need to be sure that password in user form is blank for all users and they should only use LDAP password unless your business needs require it in user form aswell. Also "Cross reference blank password" must be checked. Let know. 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, 11:21 PM 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. > > > > _
Re: "You do not have write license" woes
If the user moves to a different machine, are they still experiencing the same issues? If so, which I'm assuming they are, have them go to the one guy's computer who has access through the firewall, and have them log in explicitly to one of the MT servers, bypassing the load balancer. I really think this might be the culprit. I know that you were having issues in your other environment without the load balancer, but that's just it -- it's a different environment, so I think we should not hold it as gold that it's the same issue. 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 William Rentfrow Sent: Tuesday, August 05, 2008 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes That is what I did. The results were the same. I am pretty sure this is not LDAP related. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark Sent: Tuesday, August 05, 2008 12:47 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes All of the users experiencing this problem are authenticated via AREA? If so would you be able try the following with a user currently having the issue? Temporarily assign them a password in the User form to prevent the use of AREA and see if that resolves it? Mark From: Action Request System discussion list(ARSList) on behalf of William Rentfrow Sent: Tue 05/08/2008 18:12 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Okay, we just eliminated this as a possible cause. The remaining possible known suspect is the sticky bit on the web servers. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath Sent: Tuesday, August 05, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes William, Are your users using the LDAP password or the passwords from the User form? If they use the LDAP password and the password in the User form is blank, then try turning off the EA chaining mode and see if the issue persists? We got rid of midtier login specific errors with the above settings. But with this you need to be sure that password in user form is blank for all users and they should only use LDAP password unless your business needs require it in user form aswell. Also "Cross reference blank password" must be checked. Let know. 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, 11:21 PM 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 > >
Re: "You do not have write license" woes
That is what I did. The results were the same. I am pretty sure this is not LDAP related. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark Sent: Tuesday, August 05, 2008 12:47 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes All of the users experiencing this problem are authenticated via AREA? If so would you be able try the following with a user currently having the issue? Temporarily assign them a password in the User form to prevent the use of AREA and see if that resolves it? Mark From: Action Request System discussion list(ARSList) on behalf of William Rentfrow Sent: Tue 05/08/2008 18:12 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Okay, we just eliminated this as a possible cause. The remaining possible known suspect is the sticky bit on the web servers. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath Sent: Tuesday, August 05, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes William, Are your users using the LDAP password or the passwords from the User form? If they use the LDAP password and the password in the User form is blank, then try turning off the EA chaining mode and see if the issue persists? We got rid of midtier login specific errors with the above settings. But with this you need to be sure that password in user form is blank for all users and they should only use LDAP password unless your business needs require it in user form aswell. Also "Cross reference blank password" must be checked. Let know. 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, 11:21 PM 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&
Re: "You do not have write license" woes
All of the users experiencing this problem are authenticated via AREA? If so would you be able try the following with a user currently having the issue? Temporarily assign them a password in the User form to prevent the use of AREA and see if that resolves it? Mark From: Action Request System discussion list(ARSList) on behalf of William Rentfrow Sent: Tue 05/08/2008 18:12 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Okay, we just eliminated this as a possible cause. The remaining possible known suspect is the sticky bit on the web servers. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath Sent: Tuesday, August 05, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes William, Are your users using the LDAP password or the passwords from the User form? If they use the LDAP password and the password in the User form is blank, then try turning off the EA chaining mode and see if the issue persists? We got rid of midtier login specific errors with the above settings. But with this you need to be sure that password in user form is blank for all users and they should only use LDAP password unless your business needs require it in user form aswell. Also "Cross reference blank password" must be checked. Let know. 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, 11:21 PM 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 > >
Re: "You do not have write license" woes
Okay, we just eliminated this as a possible cause. The remaining possible known suspect is the sticky bit on the web servers. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath Sent: Tuesday, August 05, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes William, Are your users using the LDAP password or the passwords from the User form? If they use the LDAP password and the password in the User form is blank, then try turning off the EA chaining mode and see if the issue persists? We got rid of midtier login specific errors with the above settings. But with this you need to be sure that password in user form is blank for all users and they should only use LDAP password unless your business needs require it in user form aswell. Also "Cross reference blank password" must be checked. Let know. 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, 11:21 PM 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 > > s
Re: "You do not have write license" woes
Well...I was thinking if it's entirely replicatable, then if you could get one of those users onto that workstation, you should be able to easily eliminate the load balancers...:) _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, August 05, 2008 9:43 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** No - it is not possible due to the way our firewalling, etc, is configured. There is no direct path to the mid-tier except from one user workstation that is used by the Unix administrator. We're firewalled off and secured 9 ways from Sunday. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Tuesday, August 05, 2008 9:24 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** Do you have any method to bypass the load balancer for some of these users? have them connect directly to a specific web server...that should eliminate the load balancer fairly easily if you have that capability. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, August 05, 2008 8:08 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** No resolution yet! :) We are investigating the "sticky" settings on the load balancer. It was supposed to be set - whether or not it is actually set remains a mystery. One thing I do know though is that we experienced this problem previously in our QA environment which does not have a load balancer - it's a single MT server. But that was even less frequent than the occurrence here. Does anyone know how/when/if the MT checks user licenses? I would have thought it didn't do it at all - it seems like an API or possibly workflow function on the AR Server but I could be wrong about that. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 _ From: Action Request System discussion list(ARSList) on behalf of Darrell Reading Sent: Tue 8/5/2008 8:24 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** Was there ever a resolution for this, and was the sticky bit ever set? The thread got so long, I lost track of everything that happened in it. <http://mail.stratacominc.com/exchange/resumes/Drafts/Outlook.jpg> _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, August 04, 2008 23:06 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** 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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _ ** 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 ** __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: "You do not have write license" woes
Good. Try turning OFF the external authentication chaining mode and cross reference blank password checked in. do you see the same issue? --- On Tue, 8/5/08, William Rentfrow <[EMAIL PROTECTED]> wrote: > From: William Rentfrow <[EMAIL PROTECTED]> > Subject: Re: "You do not have write license" woes > To: arslist@ARSLIST.ORG > Date: Tuesday, August 5, 2008, 11:39 AM > All users are using LDAP authentication - and all users are > set to a > blank password in the CTM:People and User form. > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Mohan > Panchangmath > Sent: Tuesday, August 05, 2008 9:40 AM > To: arslist@ARSLIST.ORG > Subject: Re: "You do not have write license" woes > > William, > > Are your users using the LDAP password or the passwords > from the User > form? > > If they use the LDAP password and the password in the User > form is > blank, then try turning off the EA chaining mode and see if > the issue > persists? > > We got rid of midtier login specific errors with the above > settings. But > with this you need to be sure that password in user form is > blank for > all users and they should only use LDAP password unless > your business > needs require it in user form aswell. Also "Cross > reference blank > password" must be checked. > > Let know. > > 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, 11:21 PM 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 > > &g
Re: "You do not have write license" woes
No - it is not possible due to the way our firewalling, etc, is configured. There is no direct path to the mid-tier except from one user workstation that is used by the Unix administrator. We're firewalled off and secured 9 ways from Sunday. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Tuesday, August 05, 2008 9:24 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** Do you have any method to bypass the load balancer for some of these users? have them connect directly to a specific web server...that should eliminate the load balancer fairly easily if you have that capability. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, August 05, 2008 8:08 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** No resolution yet! :) We are investigating the "sticky" settings on the load balancer. It was supposed to be set - whether or not it is actually set remains a mystery. One thing I do know though is that we experienced this problem previously in our QA environment which does not have a load balancer - it's a single MT server. But that was even less frequent than the occurrence here. Does anyone know how/when/if the MT checks user licenses? I would have thought it didn't do it at all - it seems like an API or possibly workflow function on the AR Server but I could be wrong about that. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 From: Action Request System discussion list(ARSList) on behalf of Darrell Reading Sent: Tue 8/5/2008 8:24 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** Was there ever a resolution for this, and was the sticky bit ever set? The thread got so long, I lost track of everything that happened in it. <http://mail.stratacominc.com/exchange/resumes/Drafts/Outlook.jpg> From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, August 04, 2008 23:06 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** 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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ** 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 ** __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: "You do not have write license" woes
All users are using LDAP authentication - and all users are set to a blank password in the CTM:People and User form. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath Sent: Tuesday, August 05, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes William, Are your users using the LDAP password or the passwords from the User form? If they use the LDAP password and the password in the User form is blank, then try turning off the EA chaining mode and see if the issue persists? We got rid of midtier login specific errors with the above settings. But with this you need to be sure that password in user form is blank for all users and they should only use LDAP password unless your business needs require it in user form aswell. Also "Cross reference blank password" must be checked. Let know. 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, 11:21 PM 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
Re: "You do not have write license" woes
William, Are your users using the LDAP password or the passwords from the User form? If they use the LDAP password and the password in the User form is blank, then try turning off the EA chaining mode and see if the issue persists? We got rid of midtier login specific errors with the above settings. But with this you need to be sure that password in user form is blank for all users and they should only use LDAP password unless your business needs require it in user form aswell. Also "Cross reference blank password" must be checked. Let know. 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, 11:21 PM > 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) >
Re: "You do not have write license" woes
Do you have any method to bypass the load balancer for some of these users? have them connect directly to a specific web server...that should eliminate the load balancer fairly easily if you have that capability. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, August 05, 2008 8:08 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** No resolution yet! :) We are investigating the "sticky" settings on the load balancer. It was supposed to be set - whether or not it is actually set remains a mystery. One thing I do know though is that we experienced this problem previously in our QA environment which does not have a load balancer - it's a single MT server. But that was even less frequent than the occurrence here. Does anyone know how/when/if the MT checks user licenses? I would have thought it didn't do it at all - it seems like an API or possibly workflow function on the AR Server but I could be wrong about that. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 _ From: Action Request System discussion list(ARSList) on behalf of Darrell Reading Sent: Tue 8/5/2008 8:24 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** Was there ever a resolution for this, and was the sticky bit ever set? The thread got so long, I lost track of everything that happened in it. <http://mail.stratacominc.com/exchange/resumes/Drafts/Outlook.jpg> _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, August 04, 2008 23:06 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** 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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _ ** 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 ** __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: "You do not have write license" woes
How about User logging? At the time the user connects it tells you what type of license is allocated...user licenses at least, not sure about app licenseworth a check at least. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Monday, August 04, 2008 9:23 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** 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 S
Re: "You do not have write license" woes
No resolution yet! :) We are investigating the "sticky" settings on the load balancer. It was supposed to be set - whether or not it is actually set remains a mystery. One thing I do know though is that we experienced this problem previously in our QA environment which does not have a load balancer - it's a single MT server. But that was even less frequent than the occurrence here. Does anyone know how/when/if the MT checks user licenses? I would have thought it didn't do it at all - it seems like an API or possibly workflow function on the AR Server but I could be wrong about that. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 From: Action Request System discussion list(ARSList) on behalf of Darrell Reading Sent: Tue 8/5/2008 8:24 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** Was there ever a resolution for this, and was the sticky bit ever set? The thread got so long, I lost track of everything that happened in it. <http://mail.stratacominc.com/exchange/resumes/Drafts/Outlook.jpg> From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, August 04, 2008 23:06 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** 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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ** 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 ** __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <>
Re: "You do not have write license" woes
Was there ever a resolution for this, and was the sticky bit ever set? The thread got so long, I lost track of everything that happened in it. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, August 04, 2008 23:06 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes ** 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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ - ** 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 ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"<>
Re: "You do not have write license" woes
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 > > >
Re: "You do not have write license" woes
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: "You do not have write license" woes
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] <mailto:[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
Re: "You do not have write license" woes
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 >
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) > [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"
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] <mailto:[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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___
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 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 applicatio
Re: "You do not have write license" woes
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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. > > > > > > > Fr
Re: "You do not have write license" woes
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
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 has adequate Application licenses, AR User licenses, etc. > 3.) User is configured properly > 4.) User is not doing som
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 > app/workflow/api stuff seems to be correct. > > William Rentfrow, Principal Consultant [EMAIL PROTECTED] C > 701-306-6157 O 952-432-0227 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: "You do not have write license" woes
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ** 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 agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or ac
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ** 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 agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: "You do not have write license" woes
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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: "You do not have write license" woes
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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html_Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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]<mailto:[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<mailto:arslist@ARSLIST.ORG>] On Behalf Of William Rentfrow Sent: Monday, August 04, 2008 12:59 To: arslist@ARSLIST.ORG<mailto: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<mailto:arslist@ARSLIST.ORG>] On Behalf Of Walters, Mark Sent: Monday, August 04, 2008 12:40 PM To: arslist@ARSLIST.ORG<mailto: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<mailto: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]<mailto:[EMAIL PROTECTED]> C 701-306-6157 O 952-432-0227 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" - ** 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 ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: "You do not have write license" woes
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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: "You do not have write license" woes
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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: "You do not have write license" woes
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] <mailto:[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___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <>
Re: "You do not have write license" woes
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] <mailto:[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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <>
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]<mailto:[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]<mailto:[EMAIL PROTECTED]> C 701-306-6157 O 952-432-0227 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <>
Re: "You do not have write license" woes
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.5pointleader.com/> http://www.lcibest.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]<mailto:[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]<mailto:[EMAIL PROTECTED]> C
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.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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
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]<mailto:[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]<mailto:[EMAIL PROTECTED]> C 701-306-6157 O 952-432-0227 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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]<mailto:[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]<mailto:[EMAIL PROTECTED]> C 701-306-6157 O 952-432-0227 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <>
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] <mailto:[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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <>
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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
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] <mailto:[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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <>
"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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
