Rick, Benjamin:
Could you please update the info about this issue?
Does it work?
I have alike problem...
Error. The server encountered an unexpected condition which prevented
it from fulfilling the request.
java.lang.Error: UserBeanRequested User: 'App Admin (appadmin)' NOT
created in Database! Cannot load JDBC driver class
'com.microsoft.jdbc.sqlserver.SQLServerDriver'
at kms.user.UserBean.createUserInDB(UserBean.java:201)
at kms.user.UserBean.createNewUser(UserBean.java:65)
at kms.user.UserManager.createNewUser(UserManager.java:88)
at
kms.authentication.RemedyAuthenticator.createUser(RemedyAuthenticator.java:166)
at kms.web.jsp.LoginServlet.login(LoginServlet.java:102)
at kms.web.jsp.LoginServlet.doGet(LoginServlet.java:192)
at kms.web.jsp.LoginServlet.doPost(LoginServlet.java:272)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:763)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:856)
at
com.newatlanta.servletexec.SERequestDispatcher.forwardServlet(SERequestDispatcher.java:638)
at
com.newatlanta.servletexec.SERequestDispatcher.forward(SERequestDispatcher.java:236)
at
com.newatlanta.servletexec.SERequestDispatcher.internalForward(SERequestDispatcher.java:283)
at
com.newatlanta.servletexec.SEFilterChain.doFilter(SEFilterChain.java:96)
at kms.filters.MaintenanceFilter.doFilter(MaintenanceFilter.java:26)
at
com.newatlanta.servletexec.SEFilterChain.doFilter(SEFilterChain.java:60)
at
com.newatlanta.servletexec.ApplicationInfo.filterApplRequest(ApplicationInfo.java:2202)
at
com.newatlanta.servletexec.ApplicationInfo.processApplRequest(ApplicationInfo.java:1876)
at
com.newatlanta.servletexec.ServerHostInfo.processApplRequest(ServerHostInfo.java:937)
at
com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java:1124)
at
com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java:1035)
Do you think is related?
thanks.
Pedro
On Sep 18, 2007 12:19 PM, Watson, Benjamin A.
<[EMAIL PROTECTED]> wrote:
> 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___
>
>
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