Remedy Knowledge Management v7 ... grrr

[Tony Worthington]

**
All -

I've encountered a reproducible error in RKM v7 and am wondering if anyone out there has the same problem.  I received a "resolution" from Support and will probably end up escalating this...


Using the web interface, authentication type seems to not matter.  I assume the same will happen using the AR integration (view fields) but I haven't gotten that far yet...

Steps to reproduce:

1. Open browser and log into RKM using "Admin" using http://<server>/rkm/
2. Close out IE completely without selecting logout
3. Reopen IE and navigate to RKM URL http://<server>/rkm/
4. Log in as someone other than the account in step 1
5. Notice the Access Denied page. (You are not logged in or do not have sufficient privileges to access this resource.  Please login to access this resource.)  
6. No account will work on this page as it is the static error page, not the login page.
7.  Enter the <server>/rkm/ URL in the browser
8. A _javascript_ "Not Found" popup shows.
9.  Try and do anything now.  You get the "Not Found" popup on every action.

The accounts specified above really don't matter...  I've tried and reproduced using the same account in steps 1 and 4.


The feedback provided by Remedy is:

"We are aware of this issue and will address it in the future.
In the meantime, as a workaround, please logout using the logout button.
Or clear the cache after you restart IE.
This should keep you in a working state.

This ticket will now be closed."

Even this workaround doesn't prove effective 100% of the time.  More often than not I have to reload the webapp.  And then when I do that, it breaks whatever database servlet/routine pulls up the the KB entries, and then I have to bounce IIS.

This defect is large enough to prevent us from putting RKM into production.

</rant> :-)

Suggestions/ideas?  (other than dumping rkm)

-tony

--
Tony Worthington
[EMAIL PROTECTED]
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