If it is the report, it's an issue with the report tool. These are all "Web" reports that work on the unpatched server, but not the patched. To simplify, I just created a simple report that only has the Assigned Group field. The error is triggered when a user either searches the help desk form for all tickets that are assigned to a group that starts with the letter "U", and then attempts to run the report against the results. The other way to trigger it is to override any embedded search and use the "Show Additional Filter" feature. Pulling back any Help desk tickets that have an assigned group name that starts with "U".
I included the .rptdesign file for this. Luckily, BMC has actually seen this behavior already with another customer (for that customer, it is an issue with the company name that beings with "U"). On Thu, Feb 18, 2016 at 9:40 AM, Jain, Gourav <gourav_j...@bmc.com> wrote: > ** > > Warren This problem is occurring because some un escape character exist in > your report parameters. > > You have some un escape char value in report parameters. Provide us the > report parameters for the problematic report. > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II > *Sent:* 18 February 2016 00:05 > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Weird behavior with new 9.x Hotfix > > > > ** > > Yep... My thoughts also. I just got off the phone with BMC and they do > have 1 other customer on an 8.x mid tier experiencing a similar issue > (Company name this time is the trigger...also starts with "U".). > > > > On Wed, Feb 17, 2016 at 12:27 PM, LJ LongWing <lj.longw...@gmail.com> > wrote: > > ** > > LOL....Warren, I'm sorry...but this obviously has something to do with the > Mid-Tier trying to 'escape' a group name starting with U thinking that it's > a unicode 'code' (http://unicode-table.com/en/)...no clue why that's > happening of course, but BMC will be the only ones able to fix this > particular problem..... > > > > On Wed, Feb 17, 2016 at 10:14 AM, Warren R. Baltimore II < > warrenbaltim...@gmail.com> wrote: > > ** > > Oh, and this behavior happens regardless of the report type...could be Web > or AR System (we don't use the Crystal reports). > > > > On Wed, Feb 17, 2016 at 12:12 PM, Warren R. Baltimore II < > warrenbaltim...@gmail.com> wrote: > > 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 > > > > > -- > > Warren R. Baltimore II > Remedy Developer > 410-533-5367 > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > > > > -- > > Warren R. Baltimore II > Remedy Developer > 410-533-5367 > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ > -- Warren R. Baltimore II Remedy Developer 410-533-5367 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
WRB-TestingU-1.rptdesign
Description: unknown/unknown
