Restarting the webservices essentially clears the issue until it happens again. I'm not 100% on the root cause of the issue, but I assumed that in my environment, it was network issues causing the RKM to DB connection to drop. Under IIS/ServletExec, I had to restart IIS to clear the issue. From the error message, I suspect you're using Tomcat, so you might be able to get away with restarting the servlet engine alone. These restarts are only a temporary fix, as the issue will continue to rear itself with the code that is in place in RKM. You can probably reliable reproduce the issue by performing the following: 1. As some user, access some RKM function (e.g. Help Desk KB tab). 2. Stop your Database server services. 3. Attempt to use the RKM function again and note the error. 4. Start your Database server services. 5. Attempt to use RKM functions again, and the error remains. Remedy, on the other hand, is more tolerant and should pick up the database connection again after the service interruption. The long term fix is the 1098 war file, which has the built in checks to verify that the connection exists before trying to do anything. Ben
________________________________ From: [EMAIL PROTECTED] on behalf of Rick Cook Sent: Tue 9/18/2007 12:43 PM To: [email protected] Subject: Re: KM Error on Incident ** 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. __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
