Good news! Support sent me patch 1610 to debug with, since it has
higher resolution logging. I was able to determine that it was a access
control group error, not an authentication problem, and fix it.
We had added a named access control group of 'UNT Customers' to the
access control list since everyone in our system is a member of that
company, but RKM cannot read a long group name, only a group name, and
of course in ITSM 7 some complete idiot decided that group names would
be the same numeric value as the group id. In 7.1 none of the
company/organization/department group ids (or "names") ever appear, so
we had added an access control group by name. You have to add
organizational groups by the numeric group name, which is actually the
group id. In 7.2 in multitenancy mode, all of the organizational group
ids ("names") appear in the access control group list (219 of them in
our case). When I added Rights and Visibility Group permissions of
Self-Help to the group id that corresponds to UNT Customers,
"1000000006," I was finally able to log in with the LDAP-authenticating
account.
I'll bet that explains the visibility problem I have with my
RIghtAnswers content; we indexed it using "UNT Customers" instead of
"1000000006" so RKM does not recognize it even though it was defined as
an access control group.
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: Friday, March 07, 2008 12:59 PM
To: [email protected]
Subject: Re: Users of Remedy Knowledge Management 7.1 Patch
**
We have a development environment at this customer site but
their policies do not let us 'try' a new version for the sake of trying
it. So until they do decide they have the time (and money) to go upto
7.2, I cannot try it, unless we come across something that's a show
stopper in 7.1, and that is resolved in 7.2. So far that hasn't really
happened.
I actually had better luck with using Right Answers, I did have
a call with Remedy about it and when they gave me a doc on how to do it,
I pretty much had no problems using those instructions.. There was a
small bug on one of their documentations, but managed to work around
that myself without their help.. If you put all the files in the right
places and tweak the .fte files and the KMS_config.xml file as required
it works like a charm..
TIP: I do however prefer indexing the content using the
Hummingbird administration console instead of the Remedy interface as I
have seen Tomcat crash on me while indexing using the Remedy interface..
Hummingbird has pretty much worked for me even at a point when I had
installed so much content from Right Answers that it took it about 4
hours to finish indexing the content.. This was the stage that Tomcat
often crashed on me if I tried indexing the content from the RKM
console..
I did need their help on other things though like customizing
templates, customizing look and feel in terms of result lists,
customizing statuses etc. But had no problems duplicating it in the end
to end environment..
Cheers
Joe
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Friday, March 07, 2008 1:07 AM
To: [email protected]
Subject: Re: Users of Remedy Knowledge Management 7.1
Patch
**
I'm hoping that it is a configuration setting that I
missed since I am working on so many completely different systems and
modules almost simultaneously. I'm mad that I didn't notice sooner, and
I am not prepared to roll back to a 7.1 system since we have converted
all of our content and linked it all as FAQs to our helpdesk web, and to
some of our Kinetic Request Service Items. Since the self help portal
works, and support staff can all log in, we will limp into production
with this fault if we have to, but I'm hoping they find a fix for it (or
a knob I did not turn in December when I installed it - which took a
week and several support calls to accomplish).
Do you have a dev server you can bring 7.2 up on to test
in your environment? I would still do that, if I were you. There are
improvements in 7.2 that you will want, but like every RKM release your
install will probably fail initially. My experience has been that every
new install or upgrade requires at least one webex with Darren to clean
up all of the issues with stuff that's wrong in the installer, not
documented, or makes a bad assumption about the environment - plus any
mistakes I have made on my own. Then another webex to get the Right
Answers content indexed... you might was well get started.
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: Thursday, March 06, 2008 11:37 PM
To: [email protected]
Subject: Re: Users of Remedy Knowledge
Management 7.1 Patch
**
And they told me to go to 7.2 because its
resolved outstanding issues!!! That would have been a show stopper for
us if we went in for 7.2 as our users are authenticating on LDAP!!!!
Thank you so much for that information.. You probably saved me my neck
as I was almost at that point where I wanted to recommend that we go to
7.2 because of all these issues!
Is there a software defect bug that they have
raised?? Could you update me on that defect ID if they give you one??
Cheers
Joe
-----Original Message-----
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Friday, March 07, 2008 12:00 AM
To: [email protected]
Subject: Re: Users of Remedy Knowledge
Management 7.1 Patch
**
Here's an interesting twist we caught
today during acceptance testing on the pre-production system:
Our RKM 7.2 server allows users to log
in who have local passwords in ARS, or anonymous through the
Self-Service portal. It refuses users who rely on AREA LDAP
authentication with the error "Invalid login. Please try again.", even
though they have a valid authentication event logged in the aruser.log
and arplugin.log. We have never seen this on the 7.1.01.001 system we
still have set up with our development server.
More whack-a-mole....
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT
Center
http://itsm.unt.edu/
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