The problem sounds like an issue with row-level permissions on the form. If you look at the Request ID field (1) in Admin Tool, you should be able to see what permissions the field has. Most likely the field's permissions were limited during the recent update, which prevents others users from seeing records. Row level permissions can be a great feature, but the problem is that if your account does not have the right permissions Remedy acts as if the ticket you are looking for does not exist. No nice message like "It's there, but you don't have authorization to see it." Just restore the old permissions for that field and you should be ok if you are not trying to use row-level permissions.
Is this ITSM 7 Problem Management, or a custom Problem Management designed
in house?
(Embedded image moved to file: pic14924.gif)Countrywide
James Van Sickle
Remedy Developer II
Enterprise Service Management
972-696-5779 Office 1000 Coit Road
92-540-5779 Mail Stop: PCRD-2-19
Internal Plano, TX 75075
jaimie
<[EMAIL PROTECTED]
COM> To
Sent by: "Action arslist@ARSLIST.ORG
Request System cc
discussion
list(ARSList)" Subject
<[EMAIL PROTECTED] [ARSLIST] ARERR:302 Entry does not
ORG> exist in the database
07/10/2008 04:38
PM
Please respond to
[EMAIL PROTECTED]
RG
Hi All,
I'm getting a weird error and I have no idea how to fix it. We are
using ARS 7.1 patch 3 on SQL 2005, Windows 2003 and ITSM 7.00.3. We
do not have a whole lot of knowledge when it comes to 7.1
What happened was that we were trying to give permissions to fields on
the form via the Admin tool. Previous versions allowed this, but 7.1
does not and we got a message stating that we could not do that. Then
it froze the admin tool. After the admin tool came back up, thats
when we logged into the client as a test user and found this error.
However, for some reason the admin can access tickets via the Problem
Management Form. If anyone else tries to search for a Problem
Investigation, they get a message stating that there are No matching
requests (or no permission to requests) for qualification criteria.
(ARWARN 1200). This is only affecting the Problem Investigation form
and nothing else.
The thing is that the test user can save a ticket and it will give a
ticket number but then give the error ARERR [302] Entry does not exist
in database. And if I log in as an admin I can see the ticket and
open it.
It makes me think that its a permission or roles issue, but again I
have am not sure. I have checked my sql log and nothing is jumping
out at me. I was thinking that maybe the permissions are no longer
attached to the form or fields, but I can't just go into the admin
tool and add the permissions to the form like previous versions
allowed.
Any ideas?
Thank you
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