Thanks very much, Ben. That's one of the most detailed explanations of a problem and the solution I have read in a long time. I really appreciate the education, and I have asked Support for the updated RKM war file. I'll let you all know how it turns out.
You did say that restarting the web server provides a short term fix, and that the new war file is the long term fix, right? Rick On 9/18/07, Watson, Benjamin A. <[EMAIL PROTECTED]> wrote: > > Rick, > > I can only assume you're experiencing the fun that is Remedy Knowledge > Management 7.x. > > This particular issue is a tough one, not conceptually, but a tough one to > get the RKM team to fix. I ranted to them until I was blue in the face > about the nature of the problem, and even cited website examples with code > on what they could do to fix it. > > As it turns out, they have fixed the issue, but it is not corrected in the > most current release of RKM on EPD. The problem is this: > > The RKM application attempts to authenticate the current user during > pretty much any action they perform under RKM. The application > authenticates the user by performing a lookup in the RKM database. If your > environment is anything like mine, you have something like the following: > > Web Server (with MidTier and RKM) <------------------> Database server > (ARSystem DB and RKM DB) > > What's happening is that the link (socket) between the RKM application and > the SQL database is going down for some reason (network issues, etc.). As > soon as that happens, you'll see the error message you posted to the > list. The RKM application is unable to authenticate the current user, so it > tries to create a new user. However, upon doing so, there is a primary key > violation because, in fact, the record already exists. > > The unfortunate part is that the RKM application doesn't attempt to fix > this link by itself, so when the issue rears itself, it remains until you > restart your web server and servlet engine. > > What I would suggest is that you open a ticket with BMC on the issue and > ask that they provide you with the RKM war file corresponding to build > 1098. This is the current build I am on and this issue hasn't shown up ever > since I redeployed the war file. I used to see this issue at least once per > day under previous builds. > > HTH, > > Ben > > ________________________________ > > From: [EMAIL PROTECTED] on behalf of Rick Cook > Sent: Tue 9/18/2007 10:47 AM > To: [email protected] > Subject: KM Error on Incident > > > ** > Getting the following error on the Knowledge Base tab on an Incident. > > Anyone know the fix? Remedy's KB is not helpful. > > Rick > > HTTP Status 500 - > ________________________________ > > > type Exception report > > message > > description The server encountered an internal error () that prevented it > from fulfilling this request. > > exception > javax.servlet.ServletException: Servlet execution threw an exception > kms.filters.SystemFilter.doFilter(SystemFilter.java:28) > > root cause > java.lang.Error: UserBeanRequested User: '()' NOT created in Database! > [Microsoft][SQLServer 2000 Driver for JDBC][SQLServer]Violation of PRIMARY > KEY constraint 'PK__kms_user__060DEAE8'. Cannot insert duplicate key in > object ' > dbo.kms_user'. > kms.user.UserBean.createUserInDB(UserBean.java:201) > kms.user.UserBean.createNewUser(UserBean.java:65) > kms.user.UserManager.createNewUser(UserManager.java:88) > kms.authentication.RemedyAuthenticator.createUser( > RemedyAuthenticator.java:174) > kms.authentication.RemedyAuthenticator.isUserAuthenticated( > RemedyAuthenticator.java:109) > kms.web.TemplateServlet.doGet(TemplateServlet.java:42) > javax.servlet.http.HttpServlet.service(HttpServlet.java:690) > javax.servlet.http.HttpServlet.service(HttpServlet.java:803) > kms.filters.SystemFilter.doFilter(SystemFilter.java:28) > > note The full stack trace of the root cause is available in the Apache > Tomcat/5.5.23 logs. > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
