We recently installed a hotfix on the midtier to resolve a number of
issues. In the process though, it seems to have created havoc with some of
our reporting.
Specifics first!
ARS 9.0.01/ITSM 9.0.01
Mid tier hotfix 9.0.01 201512181241
Windows 2008 r2 servers (3 app servers and 3 mid tier)
Apache Tomcat 7.0.62
Java V 8u66
We have a group called "UFMS".
They have a report that is designed to bring back open tickets for that
group.
When you run the report from the report console where assigned group is
"UFMS", we receive the following error:
HTTP Status 500 - Unable to parse unicode value: fms\
------------------------------
*type* Exception report
*message* *Unable to parse unicode value: fms\*
*description* *The server encountered an internal error that prevented it
from fulfilling this request.*
*exception*
org.apache.commons.lang.exception.NestableRuntimeException: Unable to
parse unicode value: fms\
org.apache.commons.lang.StringEscapeUtils.unescapeJava(StringEscapeUtils.java:337)
org.apache.commons.lang.StringEscapeUtils.unescapeJava(StringEscapeUtils.java:287)
com.remedy.arsys.support.Validator.URLParamHasXSSTag(Validator.java:219)
com.remedy.arsys.stubs.AuthenticationHelperServlet.setupEnv(AuthenticationHelperServlet.java:143)
com.remedy.arsys.stubs.AuthenticationHelperServlet.doRequest(AuthenticationHelperServlet.java:78)
com.remedy.arsys.stubs.GoatHttpServlet.postInternal(GoatHttpServlet.java:98)
com.remedy.arsys.stubs.GoatHttpServlet.doPost(GoatHttpServlet.java:62)
javax.servlet.http.HttpServlet.service(HttpServlet.java:650)
javax.servlet.http.HttpServlet.service(HttpServlet.java:731)
org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)
com.remedy.arsys.stubs.ReportServlet.doRequest(ReportServlet.java:80)
com.remedy.arsys.stubs.GoatHttpServlet.postInternal(GoatHttpServlet.java:98)
com.remedy.arsys.stubs.GoatHttpServlet.doPost(GoatHttpServlet.java:62)
javax.servlet.http.HttpServlet.service(HttpServlet.java:650)
javax.servlet.http.HttpServlet.service(HttpServlet.java:731)
org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)
com.remedy.arsys.stubs.TenancyFilter.doFilter(TenancyFilter.java:49)
*root cause*
java.lang.NumberFormatException: For input string: "fms\"
java.lang.NumberFormatException.forInputString(NumberFormatException.java:65)
java.lang.Integer.parseInt(Integer.java:580)
org.apache.commons.lang.StringEscapeUtils.unescapeJava(StringEscapeUtils.java:331)
org.apache.commons.lang.StringEscapeUtils.unescapeJava(StringEscapeUtils.java:287)
com.remedy.arsys.support.Validator.URLParamHasXSSTag(Validator.java:219)
com.remedy.arsys.stubs.AuthenticationHelperServlet.setupEnv(AuthenticationHelperServlet.java:143)
com.remedy.arsys.stubs.AuthenticationHelperServlet.doRequest(AuthenticationHelperServlet.java:78)
com.remedy.arsys.stubs.GoatHttpServlet.postInternal(GoatHttpServlet.java:98)
com.remedy.arsys.stubs.GoatHttpServlet.doPost(GoatHttpServlet.java:62)
javax.servlet.http.HttpServlet.service(HttpServlet.java:650)
javax.servlet.http.HttpServlet.service(HttpServlet.java:731)
org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)
com.remedy.arsys.stubs.ReportServlet.doRequest(ReportServlet.java:80)
com.remedy.arsys.stubs.GoatHttpServlet.postInternal(GoatHttpServlet.java:98)
com.remedy.arsys.stubs.GoatHttpServlet.doPost(GoatHttpServlet.java:62)
javax.servlet.http.HttpServlet.service(HttpServlet.java:650)
javax.servlet.http.HttpServlet.service(HttpServlet.java:731)
org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)
com.remedy.arsys.stubs.TenancyFilter.doFilter(TenancyFilter.java:49)
*note* *The full stack trace of the root cause is available in the Apache
Tomcat/7.0.62 logs.*
Taking note of the error, it felt like it was pulling the "U" out of the
group name and treating it as a command. So, I ran the same report only
this time the assigned group name was UNIX Root Access. Sure enough, the
error message was the same only with one slight difference,
HTTP Status 500 - Unable to parse unicode value: nix\
It was now unable to parse the unicode value: nix.
I then ran my query from the Incident form, selected my dataset, clicked
"Report" and then tried to run the same report. Same error!
If I use another group name that does not begin with "U" I have no problems.
We removed the hotfix from one of our mid tier servers and the report runs
just fine there.
Has anybody else seen this?
--
Warren R. Baltimore II
Remedy Developer
410-533-5367
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