One other thing to think of … None of the 4 users (A,B,C,D) should actually be connecting to the AR Server. The way I hope it is set up is these users are actually doing a save in the SharePoint system and the SharePoint server is what is actually connecting to the AR System. With it set up like this then there should be no error.
Fred From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Harsh Sent: Friday, February 13, 2015 1:25 AM To: [email protected] Subject: Re: Weird or Expected behavior Webservice 7.6.04 ** 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]<mailto:[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]<mailto:[email protected]>] On Behalf Of Harsh Sent: Thursday, February 12, 2015 10:56 PM To: [email protected]<mailto:[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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
