Re: Assigned license issue
Hi Bruce. I am amplifying on Chris Strauss' remarks (his office is across the hall from mine!). The subject random functional failure occurs in our situation just often enough to be very irritating to both support-staffers and the admins trying to fix it. My corrective action has usually taken one of two forms: first-rebuild the permissions list as noted. Second-assign user a fixed license, save CTM:People, then revert the license back to Floating(of course, this does not work if user has fixed license initially-but I have *never* seen this issue occur with a fixed-license account!!). The subject failure has been infrequent enough to elude definitive analysis-but frequent enough to raise users' ire. I would be surprised to see this malady completely disappear in ARS/ITSM7.6or 8.0. HTH... Don W. McClure, P.E. Applications Manager, Call Tracking Administration University of North Texas dwmac (at) unt (dot) edu From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Wednesday, October 21, 2009 10:35 PM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** We have seen this many, many times in the last year and a half with ITSM 7.0.02/03 on ARS 7.1, and the cure always seems to be what you had to do. We see it mostly with support staff (who are not using LDAP authentication), but we have actually had a few on customer accounts that lose their company access (and those are all LDAP authenticated). It has something to do with the combination of data in the CTM:People + User + CTM:People Permission Groups forms and how it is cached (or not). Usually all of the group memberships look just fine in all of the forms, and in even the user_cache, but they are not taking effect when the user logs in. It is an annoying defect. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Moore,Bruce Sent: Wednesday, October 21, 2009 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** Thanks for the replies. I've had similar problems as everyone described with guest and upper case before, but that's not the case in this example. No LDAP or Orcale here, we're exclusively Windows in our Remedy environment. Last time I had this issue I ended up deleting the user and recreating the account, I was just trying to prevent from going that route again. *Fix* I ended up deleting all the group and license information in both the People and User form for the user. Once that was done, I set the account back up and had the user test. He was immediately able to login with a floating license, much faster than recreating his entire account. Thanks for the suggestion Sean. -Bruce From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Wednesday, October 21, 2009 1:18 PM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** I have had this as well where the user says they are logged in as username but when you check the logged in users under license review they were logged in as Username and we allow guest users so it was assigned them to a read licenses as a quest. Kevin Begosh, RSP Remedy Development ACE-IT ISGS Defense 301-791-3540 Phone 240-291-2467 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Garrison, Sean (Norcross) Sent: Wednesday, October 21, 2009 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** Are you running Oracle and LDAP? The funny thing is Oracle is case sensitive but LDAP is not. So when a user logs in as Jsmith vs jsmith they may get a read license because Remedy/oracle can't resolve Jsmith. (Assuming his user record is jsmith). Another thing to check is the .multilicense file. If you are running unix remove it from the /etc/arsystem directory (note: it's a hidden file) and restart the server. In addition check to see if you are allowing guest users. He may be misspelling his user id and the system is letting him in any way as a guest user. The last thing I would do is check his CTM:People record vs. what is actually in his User record. Sometimes you have to go back and remove/add permissions again to get the User record corrected. Thanks, Sean From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Moore,Bruce Sent: Wednesday, October 21, 2009 11:12 AM To: arslist@ARSLIST.ORG Subject: Assigned license issue ** I'm having a hard time tracking down a really odd problem I'm having. It's only affecting one or two users, but up to this point BMC has been little help. * AR Server 7.0.1 Patch 006 * Mid-Tier 7.0.1 Patch 006 * ITSM 7.0.1 I have a user that has had
Re: Assigned license issue
** Bruce, Chris, Kevin, Sean, et alI can see that it's time for my annual post on this issue. You're right - LDAP protocol to Active Directory or x500 directories for authentication is NOT case sensitive, but Oracle usually is. When a user logs in with mixed case they are authenticated via LDAP, but their resulting login does not exactly match anything in the User form's login name field. Therefore the user is authenticated, but has only Guest (or perhaps no) permissions, and since the login name does not match, whatever is set up in role permissions for the ITSM applications won't be available either.There is a built-in fix for this. Add a character field with field ID number 117 to the User form. Name this field Authentication Login Name. Add a filter which forces this field to match the case of your user login name field. We lowercase all the login names which will go out to LDAP for authentication, so my filter just sets the field to LOWER($login Name$).There is a spartan discussion of what this does and why to use it starting on page 70 of the Configuration guide in the 7.5 docs. Look for field ID 117 in the reserved fields section.Very clever, those Remedy programmersDoug BlairOn Oct 21, 2009, at 10:35 PM, strauss wrote:** We have seen this many, many times in the last year and a half with ITSM 7.0.02/03 on ARS 7.1, and the cure always seems to be what you had to do. We see it mostly with support staff (who are not using LDAP authentication), but we have actually had a few on customer accounts that lose their company access (and those are all LDAP authenticated). It has something to do with the combination of data in the CTM:People + User + CTM:People Permission Groups forms and how it is cached (or not). Usually all of the group memberships look just fine in all of the forms, and in even the user_cache, but they are not taking effect when the user logs in. It is an annoying defect.Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Moore,Bruce Sent: Wednesday, October 21, 2009 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** Thanks for the replies. I’ve had similar problems as everyone described with guest and upper case before, but that’s not the case in this example. No LDAP or Orcale here, we’re exclusively Windows in our Remedy environment. Last time I had this issue I ended up deleting the user and recreating the account, I was just trying to prevent from going that route again.*Fix*I ended up deleting all the group and license information in both the People and User form for the user. Once that was done, I set the account back up and had the user test. He was immediately able to login with a floating license, much faster than recreating his entire account. Thanks for the suggestion Sean.-Bruce From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Wednesday, October 21, 2009 1:18 PM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** I have had this as well where the user says they are logged in as “username” but when you check the logged in users under license review they were logged in as “Username” and we allow guest users so it was assigned them to a read licenses as a quest.Kevin Begosh, RSPRemedy DevelopmentACE-ITISGS Defense301-791-3540 Phone240-291-2467 Cellkevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Garrison, Sean (Norcross) Sent: Wednesday, October 21, 2009 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** Are you running Oracle and LDAP? The funny thing is Oracle is case sensitive but LDAP is not. So when a user logs in as "Jsmith" vs "jsmith" they may get a read license because Remedy/oracle can't resolve "Jsmith". (Assuming his user record is "jsmith"). Another thing to check is the .multilicense file. If you are running unix remove it from the /etc/arsystem directory (note: it’s a hidden file) and restart the server. In addition check to see if you are allowing guest users. He may be misspelling his user id and the system is letting him in any way as a guest user. The last thing I would do is check his "CTM:People" record vs. what is actually in his "User" record. Sometimes you have to go back and remove/add permissions again to get the "User" record corrected.Thanks,Sean From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Moore,Bruce Sent: Wednesday, October 21, 2009 11:12 AM To: arslist@ARSLIST.ORG Subject: Assigned license issue ** I’m having a hard time tracking down a really odd problem I’m having. It’s only affecting one or two users, but up to this point BMC has been little help. ·
Re: Assigned license issue
...or you use a case insensitive database (we have always used SQL Server) and this isn't an issue. When troubleshooting we always remind users that Remedy clients are case sensitive (never mind LDAP or the database), and ALL of our IDs in both Remedy and LDAP are lower case. One of the most recent victims has been logging in to Remedy with the same ID for the last 12 years, and we still asked the question, and the answer was still correct. Since all of our support staff use local passwords, LDAP isn't even in the equation. Even after we hijack the problem account and set a new password and test, none of the permissions visible in the four forms (including the user cache) are being honored until we remove them all, then restore them one by one. Maybe there are additional forms or cached tables we are not looking at. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Doug Blair Sent: Friday, October 23, 2009 7:28 PM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** Bruce, Chris, Kevin, Sean, et al I can see that it's time for my annual post on this issue. You're right - LDAP protocol to Active Directory or x500 directories for authentication is NOT case sensitive, but Oracle usually is. When a user logs in with mixed case they are authenticated via LDAP, but their resulting login does not exactly match anything in the User form's login name field. Therefore the user is authenticated, but has only Guest (or perhaps no) permissions, and since the login name does not match, whatever is set up in role permissions for the ITSM applications won't be available either. There is a built-in fix for this. Add a character field with field ID number 117 to the User form. Name this field Authentication Login Name. Add a filter which forces this field to match the case of your user login name field. We lowercase all the login names which will go out to LDAP for authentication, so my filter just sets the field to LOWER($login Name$). There is a spartan discussion of what this does and why to use it starting on page 70 of the Configuration guide in the 7.5 docs. Look for field ID 117 in the reserved fields section. Very clever, those Remedy programmers Doug Blair ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Assigned license issue
I've seen problems when a user's record in the user_cache on the server gets messed up, but updating the user record for that person usually fixes it From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Moore,Bruce Sent: Wednesday, October 21, 2009 10:12 AM To: arslist@ARSLIST.ORG Subject: Assigned license issue ** I'm having a hard time tracking down a really odd problem I'm having. It's only affecting one or two users, but up to this point BMC has been little help. * AR Server 7.0.1 Patch 006 * Mid-Tier 7.0.1 Patch 006 * ITSM 7.0.1 I have a user that has had a working account for over a year, and randomly last week he was unable to login via the Mid-tier or user tool. I've checked the logs and the Admin tool and I can see the user is receiving a Read license, even though he is set for a floating (both app and server). I've tried removing his licensing and adding them but that doesn't help. Does anyone have any thoughts? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Assigned license issue
Are you running Oracle and LDAP? The funny thing is Oracle is case sensitive but LDAP is not. So when a user logs in as Jsmith vs jsmith they may get a read license because Remedy/oracle can't resolve Jsmith. (Assuming his user record is jsmith). Another thing to check is the .multilicense file. If you are running unix remove it from the /etc/arsystem directory (note: it's a hidden file) and restart the server. In addition check to see if you are allowing guest users. He may be misspelling his user id and the system is letting him in any way as a guest user. The last thing I would do is check his CTM:People record vs. what is actually in his User record. Sometimes you have to go back and remove/add permissions again to get the User record corrected. Thanks, Sean From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Moore,Bruce Sent: Wednesday, October 21, 2009 11:12 AM To: arslist@ARSLIST.ORG Subject: Assigned license issue ** I'm having a hard time tracking down a really odd problem I'm having. It's only affecting one or two users, but up to this point BMC has been little help. * AR Server 7.0.1 Patch 006 * Mid-Tier 7.0.1 Patch 006 * ITSM 7.0.1 I have a user that has had a working account for over a year, and randomly last week he was unable to login via the Mid-tier or user tool. I've checked the logs and the Admin tool and I can see the user is receiving a Read license, even though he is set for a floating (both app and server). I've tried removing his licensing and adding them but that doesn't help. Does anyone have any thoughts? Thanks _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Assigned license issue
Sometimes when I run into weird issues like that with user accounts that I cannot figure out I delete the account and recreate it. I know it is not ideal but it has always fixed the weird issues for me. Kevin Begosh, RSP Remedy Development ACE-IT ISGS Defense 301-791-3540 Phone 240-291-2467 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Moore,Bruce Sent: Wednesday, October 21, 2009 9:12 AM To: arslist@ARSLIST.ORG Subject: Assigned license issue ** I'm having a hard time tracking down a really odd problem I'm having. It's only affecting one or two users, but up to this point BMC has been little help. * AR Server 7.0.1 Patch 006 * Mid-Tier 7.0.1 Patch 006 * ITSM 7.0.1 I have a user that has had a working account for over a year, and randomly last week he was unable to login via the Mid-tier or user tool. I've checked the logs and the Admin tool and I can see the user is receiving a Read license, even though he is set for a floating (both app and server). I've tried removing his licensing and adding them but that doesn't help. Does anyone have any thoughts? Thanks _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Assigned license issue
I have had this as well where the user says they are logged in as username but when you check the logged in users under license review they were logged in as Username and we allow guest users so it was assigned them to a read licenses as a quest. Kevin Begosh, RSP Remedy Development ACE-IT ISGS Defense 301-791-3540 Phone 240-291-2467 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Garrison, Sean (Norcross) Sent: Wednesday, October 21, 2009 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** Are you running Oracle and LDAP? The funny thing is Oracle is case sensitive but LDAP is not. So when a user logs in as Jsmith vs jsmith they may get a read license because Remedy/oracle can't resolve Jsmith. (Assuming his user record is jsmith). Another thing to check is the .multilicense file. If you are running unix remove it from the /etc/arsystem directory (note: it's a hidden file) and restart the server. In addition check to see if you are allowing guest users. He may be misspelling his user id and the system is letting him in any way as a guest user. The last thing I would do is check his CTM:People record vs. what is actually in his User record. Sometimes you have to go back and remove/add permissions again to get the User record corrected. Thanks, Sean From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Moore,Bruce Sent: Wednesday, October 21, 2009 11:12 AM To: arslist@ARSLIST.ORG Subject: Assigned license issue ** I'm having a hard time tracking down a really odd problem I'm having. It's only affecting one or two users, but up to this point BMC has been little help. * AR Server 7.0.1 Patch 006 * Mid-Tier 7.0.1 Patch 006 * ITSM 7.0.1 I have a user that has had a working account for over a year, and randomly last week he was unable to login via the Mid-tier or user tool. I've checked the logs and the Admin tool and I can see the user is receiving a Read license, even though he is set for a floating (both app and server). I've tried removing his licensing and adding them but that doesn't help. Does anyone have any thoughts? Thanks _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Assigned license issue
Thanks for the replies. I've had similar problems as everyone described with guest and upper case before, but that's not the case in this example. No LDAP or Orcale here, we're exclusively Windows in our Remedy environment. Last time I had this issue I ended up deleting the user and recreating the account, I was just trying to prevent from going that route again. *Fix* I ended up deleting all the group and license information in both the People and User form for the user. Once that was done, I set the account back up and had the user test. He was immediately able to login with a floating license, much faster than recreating his entire account. Thanks for the suggestion Sean. -Bruce From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Wednesday, October 21, 2009 1:18 PM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** I have had this as well where the user says they are logged in as username but when you check the logged in users under license review they were logged in as Username and we allow guest users so it was assigned them to a read licenses as a quest. Kevin Begosh, RSP Remedy Development ACE-IT ISGS Defense 301-791-3540 Phone 240-291-2467 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Garrison, Sean (Norcross) Sent: Wednesday, October 21, 2009 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** Are you running Oracle and LDAP? The funny thing is Oracle is case sensitive but LDAP is not. So when a user logs in as Jsmith vs jsmith they may get a read license because Remedy/oracle can't resolve Jsmith. (Assuming his user record is jsmith). Another thing to check is the .multilicense file. If you are running unix remove it from the /etc/arsystem directory (note: it's a hidden file) and restart the server. In addition check to see if you are allowing guest users. He may be misspelling his user id and the system is letting him in any way as a guest user. The last thing I would do is check his CTM:People record vs. what is actually in his User record. Sometimes you have to go back and remove/add permissions again to get the User record corrected. Thanks, Sean From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Moore,Bruce Sent: Wednesday, October 21, 2009 11:12 AM To: arslist@ARSLIST.ORG Subject: Assigned license issue ** I'm having a hard time tracking down a really odd problem I'm having. It's only affecting one or two users, but up to this point BMC has been little help. * AR Server 7.0.1 Patch 006 * Mid-Tier 7.0.1 Patch 006 * ITSM 7.0.1 I have a user that has had a working account for over a year, and randomly last week he was unable to login via the Mid-tier or user tool. I've checked the logs and the Admin tool and I can see the user is receiving a Read license, even though he is set for a floating (both app and server). I've tried removing his licensing and adding them but that doesn't help. Does anyone have any thoughts? Thanks _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Assigned license issue
We have seen this many, many times in the last year and a half with ITSM 7.0.02/03 on ARS 7.1, and the cure always seems to be what you had to do. We see it mostly with support staff (who are not using LDAP authentication), but we have actually had a few on customer accounts that lose their company access (and those are all LDAP authenticated). It has something to do with the combination of data in the CTM:People + User + CTM:People Permission Groups forms and how it is cached (or not). Usually all of the group memberships look just fine in all of the forms, and in even the user_cache, but they are not taking effect when the user logs in. It is an annoying defect. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Moore,Bruce Sent: Wednesday, October 21, 2009 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** Thanks for the replies. I've had similar problems as everyone described with guest and upper case before, but that's not the case in this example. No LDAP or Orcale here, we're exclusively Windows in our Remedy environment. Last time I had this issue I ended up deleting the user and recreating the account, I was just trying to prevent from going that route again. *Fix* I ended up deleting all the group and license information in both the People and User form for the user. Once that was done, I set the account back up and had the user test. He was immediately able to login with a floating license, much faster than recreating his entire account. Thanks for the suggestion Sean. -Bruce From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Wednesday, October 21, 2009 1:18 PM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** I have had this as well where the user says they are logged in as username but when you check the logged in users under license review they were logged in as Username and we allow guest users so it was assigned them to a read licenses as a quest. Kevin Begosh, RSP Remedy Development ACE-IT ISGS Defense 301-791-3540 Phone 240-291-2467 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Garrison, Sean (Norcross) Sent: Wednesday, October 21, 2009 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Assigned license issue ** Are you running Oracle and LDAP? The funny thing is Oracle is case sensitive but LDAP is not. So when a user logs in as Jsmith vs jsmith they may get a read license because Remedy/oracle can't resolve Jsmith. (Assuming his user record is jsmith). Another thing to check is the .multilicense file. If you are running unix remove it from the /etc/arsystem directory (note: it's a hidden file) and restart the server. In addition check to see if you are allowing guest users. He may be misspelling his user id and the system is letting him in any way as a guest user. The last thing I would do is check his CTM:People record vs. what is actually in his User record. Sometimes you have to go back and remove/add permissions again to get the User record corrected. Thanks, Sean From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Moore,Bruce Sent: Wednesday, October 21, 2009 11:12 AM To: arslist@ARSLIST.ORG Subject: Assigned license issue ** I'm having a hard time tracking down a really odd problem I'm having. It's only affecting one or two users, but up to this point BMC has been little help. * AR Server 7.0.1 Patch 006 * Mid-Tier 7.0.1 Patch 006 * ITSM 7.0.1 I have a user that has had a working account for over a year, and randomly last week he was unable to login via the Mid-tier or user tool. I've checked the logs and the Admin tool and I can see the user is receiving a Read license, even though he is set for a floating (both app and server). I've tried removing his licensing and adding them but that doesn't help. Does anyone have any thoughts? Thanks _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
