Hi,
An admin user will not get such an error. That does not necessarily mean that
you are in compliance with the EULA.
Submitting tickets are basically free. I would look into doing this using a
Restricted Read license instead to submit the ticket. Then you will definitely
be safe.
You can also use the fixed-admin integration account to "impersonate" the
actual user.
Finally I would argue that requesting stuff does not usually require a write
license, so if you build something to allow this you would not be violating
the EULA.
Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
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> Hi Joe,
>
> Thanks for your reply.
>
> Let me recollect my words- they are using a web Service i say-
> "SRM_RequestInterfaceCreate" now in authentication header of that WS they
> are passing Generic user name and password. The Generic user is owning a
> fixed licence with admin permission with other couple of permission like
> Incident Master.
>
> Now take a scenario- there are four people- A- from Australia, B- from
> Boston, C- from Chicago and D from Delhi their account exists in CTM:People
> form already.
>
> they are trying to create tickets concurrently through the portal which is
> using this web service, they were authenticated by web service through
> "Generic User" and their Remedy Login ID's were passed as a submitter
> parameter for that ticket with other required values to create a Service
> Request.
>
> Now when user A, B, C, D clicks the submit button at same time as well as
> there is one more Web service integration which is also currently doing
> same transactions in Remedy with the same 'Generic User'?
>
> will they get an authentication error or it will allow them to create
> request?
>
> Regards,
> Harsh
>
> On Fri, Feb 13, 2015 at 11:31 AM, Joe D'Souza <[email protected]> wrote:
>
>> **
>>
>> First of all if there are physical users using the same Remedy account to
>> create and update tickets, concurrently, you are violating the Remedy User
>> License agreement. If you did not already know that, you might want to
>> reconsider and generate separate accounts for each physical user.
>>
>>
>>
>> If these users are using some sort of a portal that uses a Remedy
>> published WSDL, then you are ok. In fact that is how a published WSDL using
>> a pre-configured login for the WSDL in the Mid-Tier basically works.
>>
>>
>>
>> When I set up web services, I use a dedicated account which I consider as
>> some sort of a service account for WSDL. This is good for tracking
>> purposes. Do not get into the habit of using the same account for WSDL and
>> other accounts like AIE etc. as this will make it difficult for you to
>> trace problems when you log workflow in the event of some problems.
>>
>>
>>
>> Cheers
>>
>>
>>
>> Joe
>> ------------------------------
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> [email protected]] *On Behalf Of *Harsh
>> *Sent:* Thursday, February 12, 2015 10:56 PM
>> *To:* [email protected]
>> *Subject:* Weird or Expected behavior Webservice 7.6.04
>>
>>
>>
>> **
>>
>>
>>
>> Hi Guys,
>>
>>
>>
>> I just boarded to a new client where they are using integrated environment
>> of SharePoint with Remedy ITSM 7.6.04, they have designed the request entry
>> console of ITSM with all its functionality in sharepoint and integrated it
>> with ITSM through webservices.
>>
>>
>>
>> Their system is working as expected but sometime it happens the generic
>> user through which they connects start giving authentication error messages.
>>
>>
>>
>> After digging more i have seen they are only using one 'user' which
>> connects them to remedy. As per my understanding a user with fixed license
>> can only connect concurrently to specific amount of machine i am not sure
>> about the number. if there are people creating ticket concurrently through
>> SharePoint console in that case their ticket creation will fail and they
>> will get authentication errors.
>>
>>
>>
>> I think as they are using only a single remedy user to authenticate with
>> web service causing this issue and the most disastrous think i have also
>> noticed is, they are also using the same remedy account for one more
>> integration.
>>
>>
>>
>> Please provide your insight over the same.
>>
>> --
>>
>> *Thanks & regards*
>> *“Harsh Chaudhary”*
>> * "**Impatience never commanded success"*
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
>
> --
> *Thanks & regards*
> *“Harsh Chaudhary”*
> *"Impatience never commanded success**"*
>
> _______________________________________________________________________________
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>
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