About security, when a user of Remedy clicks on the Remedy Knowledge Management entry point and accesses RKM, and exits the user tool either by closing it or using a URL that does an ARS application exit, if you open RKM with a browser using the URL, you do not have to login as that user.. the user automatically is logged in and can access the RKM contents..
About Right Answers, one issue is the way Top Solutions are displayed after a user clicks on the 'Use' link of the solution.. the solution is displayed in the Top Solutions section of the home page as its file name e.g. 078455345098.html instead of the title of the solution.. In the past week I have raised tickets and both have been recognized as defects and an RFE has been raised by Remedy Support for both of these on my behalf.. Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Thursday, March 06, 2008 12:19 AM To: [email protected] Subject: Re: Users of Remedy Knowledge Management 7.1 Patch ** Security? The helpdesk has linked the self-service portal setup at http://web3.unt.edu/helpdesk/service/service.php?RKM . I have the normal portal at http://itsm.unt.edu/RKM_portal.htm and it requires logging in to Remedy using AREA LDAP authentication - these are both inside iframes. There is also access through the web site on my sig line. If the user is in ITSM 7 they have access to the RKM Console, or the integrations in Incident and Problem (Requester is disabled), but only support staff have access to ITSM - customers use Kinetic Request. I have the RightAnswers edition 37 content indexed and accessible to people who login since it is indexed under a customer company that everyone in CTM:People is a member of - the Self-Service "user" for anonymous access cannot see it. It took an hour-long webex with BMC to get the RightAnswers stuff to index properly, but I am happy with the current state of it. It works in the User Tool, it works in mid-tier, and the pure web interfaces work in IE, Firefox, and Safari. What am I missing??? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ ---------------------------------------------------------------------------- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, March 05, 2008 10:48 PM To: [email protected] Subject: Re: Users of Remedy Knowledge Management 7.1 Patch ** Tell me about it! Have you done anything about the security issue? Managed a workaround on that besides telling your users to login into RKM from IE and logout???? If you do not know what I am talking about let me know and I'll tell you how to reproduce this security issue.. Also is anyone using Right Answers with RKM?? I have it all working and all but there are few things I don't like and its in the design of the application. I was wondering if anyone has managed to change it? And if so how.. Cheers Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Wednesday, March 05, 2008 11:26 PM To: [email protected] Subject: Re: Users of Remedy Knowledge Management 7.1 Patch Sorry - my "fix" was to get my server onto RKM 7.2.00.1591, which fixes some nasty problems in 7.2.00.1521. I needed the multi-tenancy in 7.2, so it was a no-brainer here. Even on 7.2, there are still permissions issues; yesterday, using 7.2 in the latest mid-tier 7.1.00.002, opening the RKM Console as anyone but an administrator generated an error: You have no access to form: AR System Application State (ARERR 353) The form and two of the fields had NO PERMISSIONS at all. I had to give View permissions for all four of the KMSAC- groups to the form (AR System Application State) and to two of the three fields on the form: 2200 - Application Name 2201 - State Working with this stuff is like playing whack-a-mole! Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, March 05, 2008 9:45 PM To: [email protected] Subject: Users of Remedy Knowledge Management 7.1 Patch ** Anyone out there who is willing to compare a few issues I am having against what you have? I have been told by Remedy Support that they have discontinued further development on RKM 7.1 as they are on RKM 7.2 (so much for we will support 3 versions backwards), and there are some issues I am dealing with on 7.1, which I am wondering if any of you have encountered, and been able to overcome.. One strange issue I am having is I have removed Public permissions from the Reporting and the News Flashes tab - because they do not have the security access to these at RKM level anyway so are presented with a Login Screen instead of the application and cannot login as they get an access denied.. So since this is sort of ugly, I decided to take off the Public Permissions and permit only the Roles that are allowed to see it like the Admin, SysAdmin and SME.. However on doing so only the Sys Admins can view these tabs.. the Admin and SME's do not see this navigation tab. Apparently this is fixed in RKM 7.2 and Remedy support told me its something to do with the KMS code which I find a bit strange as these permissions to view the navigation tabs are in the ARS and not in KMS. And they could reproduce the same issue on RKM 7.1 but couldn't in RKM 7.2. I feel its more a data issue within the ARS Roles form, but I can't seem to spot what it is.. Has anyone else encountered this and has managed to fix it? Cheers Joe D'Souza _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
