In ITSM 7.x, General Access is required by every account that will access the system in almost any way. Since that permission only shows up in the User record, not the People form, it can be confusing. The only way around this is if the customers are accessing something like Kinetic Request - then they only need group membership in the appropriate companies. Any account that will hit the mid-tier going to SRM or the Requester Console will need General Access and more. Another one to watch for is that our support staff accounts will occasionally lose their General Access privilege due to some error in user caching, and their People record looks just fine, and usually the User record will too, but the user cache is missing the permission. Don McClure usually has to rebuild their permissions to get them back in - he knows the details; suffice it to say that we have not been able to isolate the fault.
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Luttmann, Michael W CTR USA > Sent: Wednesday, April 22, 2009 10:45 AM > To: [email protected] > Subject: Re: Workflow on the Web (UNCLASSIFIED) > > Classification: UNCLASSIFIED > Caveats: NONE > > > Candace - you are on the right track. Thanks also to everyone who > contacted me in the background. > > This was an ITSM-specific issue, not a Mid-Tier problem. The web URL > I'm using for this application bypasses the login screen using the > anonymous web user account and password (embedded in the URL string). > But WebUser has to have its own People record, and also be made a > member > of the correct "Company" in order to have permission to read that > Company's CTM:People records. > > I originally thought that a User form record for WebUser with > Restricted > Read would be sufficient. I also gave the account "General Access", > although I don't know if that's required for the application to work. > Better safe than sorry. > > > Michael W. Luttmann > Lead Remedy Developer > Fort Carson DOIM > 719.524.0514 > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Decou, Candace M > Sent: Tuesday, April 21, 2009 08:54 AM > To: [email protected] > Subject: Re: Workflow on the Web (UNCLASSIFIED) > > Michael - does the user you are logging in with have a specific > application that can read the CTM:People form? E.g., Change Submitter > Read or Incident Submitter Read or something like that? We also have a > custom application that we use and the query against the CTM:People > form > will not work unless we specifically assign one of the OOB application > licenses with at least a Read license to use against it. Of couse, I'm > not sure why the behavior would differ in the WUT, but if you haven't > tried this it's worth a test run. > :) > Candace > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Luttmann, Michael W CTR USA > Sent: Monday, April 20, 2009 8:54 AM > To: [email protected] > Subject: Re: Workflow on the Web (UNCLASSIFIED) > > Classification: UNCLASSIFIED > Caveats: NONE > > ALL: Thanks for the suggestions. > > - Yes, I manually flushed the cache before each test. > - As for the "view", I'm using the default Mid-Tier rendered views, > which should work exactly the same as on the client. I'm not > generating > any web-specific views. > - When I run the MT workflow logs, the relevant section looks like > this: > > ActiveLink: SIR:Btn-Find User > True actions: > action 0 > FieldList.Query([object Object], @, CTM:People, 4, 2) > Set-fields 536870917 = > Set-fields 536870959 = > Set-fields 536870960 = > Set-fields 536870961 = > Set-fields 536870962 = > Set-fields 536870963 = > Set-fields 536870964 = > action 1 > > This was from a test where I entered my own name for the search. This > shows a "no records match" result, which sets the target fields to > NULL. > If I modify the A/L search to return an error if there are no matches, > I > get the error. (Of course, the same code on the client works, and > returns all my user info.) > > I have also checked permissions on CTM:People (the web connection is > done with the anonymous account), and all are set to Public. I'm > thinking it has something to do with the fact that I'm using the > WebUser > account on the web, rather than a specific user login. > > > Mike L. > > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Charles Baldi > Sent: Monday, April 20, 2009 07:41 AM > To: [email protected] > Subject: Re: Workflow on the Web (UNCLASSIFIED) > > ** > Are all the fields in question in the view that is used on the Web? > Some actions will work in the WUT when the fields are not in the view > but not on the web. > > Regards, > Chuck Baldi > > > On Sat, Apr 18, 2009 at 2:13 PM, Mahesh Chandra <[email protected]> > wrote: > > > ** > Have you cleared the mid-tier cache ? > > Mahesh > > > On Fri, Apr 17, 2009 at 5:36 PM, Luttmann, Michael W CTR USA > <[email protected]> wrote: > > > Classification: UNCLASSIFIED > Caveats: NONE > > Hi Gang. > > I have an application that I'm building for use on > Mid-Tier, and for > some reason that I cannot determine, a simple active > link (which returns > user info from CTM:People on <Enter>) works perfectly > when I test it in > the WUT, but refuses to work on the web. From what I > can tell from the > A/L behavior, the Set Fields search qualification fails > on the web (and > thus, the user data fields are set to NULL). > > Granted, I don't do much programming specifically for > Mid-Tier, so this > has me baffled. > > - ITSM 7 > - ARS 7.1 Patch 6 > - Mid-Tier 7.1 > - Windows 2003 servers all around > > Any quick ideas? > > > Michael W. 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