That actually perfectly explains why only admins are working...because it's obviously using Mid-Tier to get you the view...and it needs to log you in...and that is considered a separate connection, which isn't allowed for anyone except admins...that is of course unless you are logged in through mid-tier already, then it just uses your current connection to the server....definitely a design problem....
_____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jiri Pospisil Sent: Tuesday, May 20, 2008 3:17 AM To: arslist@ARSLIST.ORG Subject: Re: CI Relationship Viewer - Works for Demo and not for other users. (UNCLASSIFIED) ** ++++++++++++++++++++++++++++++++++++++++++++++++++++++ Please Read The Disclaimer At The Bottom Of This Email ++++++++++++++++++++++++++++++++++++++++++++++++++++++ Hi, just to add to this discussion, we have the same issue here. The CI Viewer only works for users with administrator privileges or when users access Remedy through the mid-tier. I checked the mid-tier log files on our server and found that CI Viewer generates the following error message when non-admin user tries to access CI Viewer from the PC client MessageType: 2 MessageNum: 9093 MessageText: User is currently connected from another machine We were advised by support to upgrade the CMDB with the CI viewer to version 2.0.01 patch 005, which I have not had time to do yet. Jiri Pospisil LCH.Clearnet -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mike Gould Sent: 19 May 2008 21:08 To: arslist@ARSLIST.ORG Subject: Re: CI Relationship Viewer - Works for Demo and not for other users. (UNCLASSIFIED) ** 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: arslist@ARSLIST.ORG 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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ **************************************************************************** ********************* This email is intended for the named recipient(s) only. Its contents are confidential and may only be retained by the named recipient(s) and may only be copied or disclosed with the consent of LCH.Clearnet Limited. If you are not an intended recipient please delete this e-mail and notify [EMAIL PROTECTED] The contents of this email are subject to contract in all cases, and LCH.Clearnet Limited makes no contractual commitment save where confirmed by hard copy. LCH.Clearnet Limited accepts no liability, including liability for negligence, in respect of any statement in this email. 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