Hi Gordon, The reason that Demo brings up the CI Viewer in the AR User Tool and appadmin doesn't is because Demo has Administrator group permissions and appadmin only has ITSM Asset Management application role permissions (out-of-the-box). It looks like you just gave your new test appadmin account Administrator permissions, which is why it's now working for you.
The problem with the CI Viewer is that it will only run for accounts with Administrator rights and displays the "The CI Relationship Viewer could not open because the specified root CI does not exist." error for all non-Admin users. I recommend you try your test again but this time don't give the user Administrator rights and see if you can replicate the error. I know a few have suggested looking at form permissions but unfortunately that's not the issue in this instance as non-Admin users can run the CI Viewer just fine through their browser once Midtier 7.1.00 Patch 002 is applied but not when they try in the User Tool. The problem seems to reside somewhere in some faulty CI Viewer (at least in the 2.0.01 release) code that the User Tool is having a hard time processing but was fixed on the Mid-Tier side. I'm still in the process of troubleshooting the problem, which has been on going for several months now, with BMC and will let you know when/if a fix is found. Have a great afternoon, Michael Gould US House of Representatives Solaris 9 Oracle 10g AR Server 7.0.01 Patch 005 Mid-Tier 7.1.00 Patch 002 Atrium CMDB 2.0.01 Patch 003 ITSM 7.0.03 Patch 005 On Mon, May 19, 2008 at 1:43 PM, FRANK, GORDON CTR DISA JSSC < [EMAIL PROTECTED]> wrote: > Classification: UNCLASSIFIED > Caveats: NONE > > Thanks for all of your help! > > The combination of several feedbacks got me thinking and I actually > solved this problem. I don't know what is being carried my the account > "appadmin" but it is the key to the solution. "appadmin" carries ITSM > "something" that Demo does not. But Demo does bring up the CI Viewer > correctly. > > Here are the steps which will work. > > 1. Collect all information for the new account. > 2. Go to the "Application Administration Console", People, View > 3. Select "appadmin" Login ID > 4. Perform a "Copy to New" (Ctrl-T or select from toolbar) > 5. In the new copy, make all account changes (Login ID, Support Groups > (including Administrator), etc. etc.) > 6. Save > 7. Login to the new account and the CI Viewer will now work. > > Like I said, I don't know what is being carried underneath, but > something is different on "appadmin". This procedure seems to work every > time. > > Gordon M. Frank > Remedy Skilled Professional - 7.x > ITIL V3 Foundation Certified > DISA\Verizon FNS > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Joe Bucci > Sent: Monday, May 19, 2008 10:01 AM > To: [email protected] > Subject: Re: CI Relationship Viewer - Works for Demo and not for other > users. (UNCLASSIFIED) > > ** > Same issues - told to patch CMDB to 2.1, Midtier and thick client. > I am about to do this today. > HTH, Joe > > Joe Bucci > cell 703-608-4467 > > > Date: Sun, 18 May 2008 11:13:29 -0400 > > From: [EMAIL PROTECTED] > > Subject: Re: CI Relationship Viewer - Works for Demo and not for other > > > users. (UNCLASSIFIED) > > To: [email protected] > > > > Sounds like it could also be a permissions issue where the User > > doesn't have access to the CI. > > > > You might want to check that as well (don't know if that is what the > > bug is about). > > > > > > > > ... Daniel > > > > > > > > _____ > > > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Mike Gould > > Sent: May 16, 2008 3:28 PM > > To: [email protected] > > Subject: Re: CI Relationship Viewer - Works for Demo and not for other > > > users. (UNCLASSIFIED) > > > > > > > > ** > > > > Hi Gordon, > > > > > > > > We are having the same issue on our ARS 7.0.01 Patch 003, CMDB 2.0.01 > > Patch 003, Solaris9/Oracle10g server. I've had a ticket open with BMC > > Support for several months now. > > > > > > > > Applying Mid-Tier 7.1.00 Patch 002 recently fixed the problem for us > > accessing the CI Viewer via Internet Explorer but it still doesn't > > work with AR User (any patch version of 7.0.01 and 7.1.00). If you're > > only accessing the CI Viewer from a browser, then applying the latest > > Mid-Tier patch will fix the problem. > > > > > > > > We're still trying to work on a fix for the AR User client. > > > > > > > > Regards, > > > > Michael Gould > > > > U.S. House of Representatives > > > > On Fri, May 16, 2008 at 1:42 PM, FRANK, GORDON CTR DISA JSSC > > <[EMAIL PROTECTED]> wrote: > > > > Classification: UNCLASSIFIED > > Caveats: NONE > > > > When I login as Demo I can open the CI Relationship Viewer and all > > works fine.? > > > > If I login as another user, I get the error: > > > > "The CI Relationship Viewer could not open because the specified root > > CI does not exist." > > > > Gordon M. Frank > > Remedy Skilled Professional - 7.x > > ITIL V3 Foundation Certified > > DISA\Verizon FNS > > Classification: UNCLASSIFIED > > Caveats: NONE > > > > ______________________________________________________________________ > > ______ > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > <http://www.arslist.org/> Platinum Sponsor: www.rmsportal.com > > <http://www.rmsportal.com/> ARSlist: > > "Where the Answers Are" > > > > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > html___ > > > > > > > > > > ______________________________________________________________________ > > _________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > > ________________________________ > > Keep your kids safer online with Windows Live Family Safety. Help > protect your kids. > <http://www.windowslive.com/family_safety/overview.html?ocid=TXT_TAGLM_W > L_Refresh_family_safety_052008> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > Classification: UNCLASSIFIED > Caveats: NONE > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
