You couldn't 'borrow' their password and user id to test a system-critical issue?
Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, August 05, 2008 2:08 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Unfortunately the users with the problem are in St. Louis and the guy with the direct access is here in the Twin Cities....so that's not really an option. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate) Sent: Tuesday, August 05, 2008 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes If the user moves to a different machine, are they still experiencing the same issues? If so, which I'm assuming they are, have them go to the one guy's computer who has access through the firewall, and have them log in explicitly to one of the MT servers, bypassing the load balancer. I really think this might be the culprit. I know that you were having issues in your other environment without the load balancer, but that's just it -- it's a different environment, so I think we should not hold it as gold that it's the same issue. Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, August 05, 2008 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes That is what I did. The results were the same. I am pretty sure this is not LDAP related. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark Sent: Tuesday, August 05, 2008 12:47 PM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes All of the users experiencing this problem are authenticated via AREA? If so would you be able try the following with a user currently having the issue? Temporarily assign them a password in the User form to prevent the use of AREA and see if that resolves it? Mark ________________________________ From: Action Request System discussion list(ARSList) on behalf of William Rentfrow Sent: Tue 05/08/2008 18:12 To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes Okay, we just eliminated this as a possible cause. The remaining possible known suspect is the sticky bit on the web servers. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath Sent: Tuesday, August 05, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: "You do not have write license" woes William, Are your users using the LDAP password or the passwords from the User form? If they use the LDAP password and the password in the User form is blank, then try turning off the EA chaining mode and see if the issue persists? We got rid of midtier login specific errors with the above settings. But with this you need to be sure that password in user form is blank for all users and they should only use LDAP password unless your business needs require it in user form aswell. Also "Cross reference blank password" must be checked. Let know. Thanks, Mohan --- On Mon, 8/4/08, William Rentfrow <[EMAIL PROTECTED]> wrote: > From: William Rentfrow <[EMAIL PROTECTED]> > Subject: Re: "You do not have write license" woes > To: arslist@ARSLIST.ORG > Date: Monday, August 4, 2008, 11:21 PM The users are configured > properly - I was 100% sure of that but BMC also verified this. > > This is AR 7.1 patch 001 for solaris for both server and mid-tier. > The servers are separate with 1 AR Server and 4 mid-tier servers > connected via a netscaler load balancer. > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath > Sent: Monday, August 04, 2008 3:43 PM > To: arslist@ARSLIST.ORG > Subject: Re: "You do not have write license" woes > > William, > > Eventhough you say the system has adequate application and user > licenses, do the users have application write license configured > properly? > Also what version of ARS and Midtier you are on though you say the > ITSM version is 7.0.3? > > Thanks, > Mohan > > > > --- On Mon, 8/4/08, William Rentfrow > <[EMAIL PROTECTED]> wrote: > > > From: William Rentfrow > <[EMAIL PROTECTED]> > > Subject: Re: "You do not have write license" > woes > > To: arslist@ARSLIST.ORG > > Date: Monday, August 4, 2008, 4:25 PM Guest users are not allowed. > > The user is connected as themself. > > > > All good questions! :) So far - no indication of what > the > > problem. > > > > ________________________________ > > > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza > > Sent: Monday, August 04, 2008 3:22 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: "You do not have write license" > woes > > > > > > ** > > Another suggestion - something you might have already crossed out > > but worth a shot.. > > > > Is the user typing in the correct password? If not is > the > > system set up > > to allow guest users? If so the user must be logging > in as > > a guest, and > > hence can submit but cannot modify.. Or perhaps since > you > > say that you > > are using LDAP, the LDAP password was changed but has > not > > yet > > propogated, hence is logging in the user as a guest > user > > even though he > > is typing the correct password? > > > > Turn on user logging and see what you get.. also turn > on > > your LDAP > > logging to verify if the user is being authenticated > as he > > should.. > > > > Cheers > > > > Joe > > > > ----- Original Message ---- > > From: William Rentfrow > <[EMAIL PROTECTED]> > > To: arslist@ARSLIST.ORG > > Sent: Monday, August 4, 2008 3:35:06 PM > > Subject: Re: "You do not have write license" > woes > > > > Once a user gets the error it's there to stay - we > can > > log out and back > > in and it's immediate. > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, > Frederick > > W > > Sent: Monday, August 04, 2008 2:31 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: "You do not have write license" > woes > > > > Another thing to check is your web server timeout > settings > > (not just the > > ones in the Mid-Tier Config pages, but the ones for > the > > actual web > > server). If your web server is dropping the session > due to > > a timeout > > setting it might cause this issue. > > > > Since you said it only affects the web and not the > user > > tool I don't > > believe it is a user_cache issue. > > > > Fred > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, > Tauf > > Sent: Monday, August 04, 2008 2:06 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: "You do not have write license" > woes > > > > William, > > I'm going with Carey on this one. If you have a > load > > balancer, take a > > look at how it is handling the sessions. Is it using a shorter > > timeout than what is configured on the mid tier? Is it storing > the > > cookie > > properly? > > > > Tauf Chowdhury | Forest Laboratories, Inc. > > Sr. Analyst > > Office: 631.858.7765 > > > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of William > Rentfrow > > Sent: Monday, August 04, 2008 2:37 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: "You do not have write license" > woes > > > > Hmmmmm.....this bears some investigating. I do not > know > > for sure. > > > > -----Original Message----- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Carey > Matthew > > Black > > Sent: Monday, August 04, 2008 1:31 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: "You do not have write license" > woes > > > > William, > > > > Just a WAG... > > > > Maybe you have a web server cluster that is behind a > load > > balancer that > > is not using a Sticky session? > > > > ( Maybe the user has a valid license but is trying to "switch IP > > Addresses" in a way that is confusing the ARS > server?) > > > > -- > > Carey Matthew Black > > Remedy Skilled Professional (RSP) > > ARS = Action Request System(Remedy) > > > > Love, then teach > > Solution = People + Process + Tools > > Fast, Accurate, Cheap.... Pick two. > > > > > > > > On Mon, Aug 4, 2008 at 1:59 PM, William Rentfrow > > <[EMAIL PROTECTED]> wrote: > > > Also, did I mention it works in the user tool - > this > > is just a > > > mid-tier error. > > > > <snip> > > > > > > > > From: Action Request System discussion > list(ARSList) > > on behalf of > > > William Rentfrow > > > Sent: Mon 04/08/2008 17:21 > > > To: arslist@ARSLIST.ORG > > > Subject: "You do not have write > license" > > woes > > > > > > > > > ** > > > I have a variety of users who are experiencing a > weird > > error. > > > > > > Occasionally the server acts as if their license > has > > disappeared when > > > trying to save an Incident in ITSM 7.03. They > will be > > working fine > > > one minute and then they will get the long series > of > > errors that > > says... > > > > > > "You do not have application write license > (ARERR > > 9850). You do not > > > have write access to field...." followed by > every > > field on the > > > Incident form. > > > > > > The irritating thing is the user HAS a license. > This > > affects both > > > fixed license and floating license users. > > Removing/re-adding their > > > licenses does not fix the problem. The only > > consistent way to fix > > > this is to delete the user and re-create them - > and > > even THEN it is > > > not 100% curable. > > > > > > I have checked the following: > > > > > > 1.) Box has AR Server license > > > 2.) Box has adequate Application licenses, AR > User > > licenses, etc. > > > 3.) User is configured properly > > > 4.) User is not doing something stupid. > > > > > > BMC Support has been unable to assist in this > issue - > > it's been going > > > on for months. Has anyone else run into this? I > > don't even know how > > > to troubleshoot what is going on really since all > of > > the > > > app/workflow/api stuff seems to be correct. > > > > > > William Rentfrow, Principal Consultant > > [EMAIL PROTECTED] C > > > 701-306-6157 O 952-432-0227 > > > > __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" > > > > > ______________________________________________________________________ > __ > _______ > 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" ________________________________________________________________________ _______ 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" ________________________________________________________________________ _______ 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" ________________________________________________________________________ _______ 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
