Re: Schrödinger's Active Links on the Mid Ti er
Just curious but is the ARS Server at the same version and patch level? Joe From: Pierson, Shawn shawn.pier...@sug.com To: arslist@ARSLIST.ORG Sent: Tue, July 20, 2010 9:00:07 AM Subject: Re: Schrödinger's Active Links on the Mid Tier ** William, Thanks for the response. Actually, I don’t have a load balancer. I basically have one application server and one mid tier. I’ve seen something similar what you’ve described in another company I worked for, and it was because we were behind a load balancer with something like 20 mid tiers, and one of the mid tiers had an issue. At this point I’m convinced that the error I am encountering is a bug in ARS 7.5 patch 4. To describe my issue from a development perspective, I have a form with two active links. The users of the form are either in permission group A or permission group B. There is an active link that will set the table field with the data for permission group A, which only that permission group has rights to. There is also an active link that will set the table field with the data for permission group B, with only that group provided rights to run it. Somehow, ARS on the Mid Tier seems to be ignoring the permissions of the active links and at random times various users in group A are running the active link for group B, despite not being in group B at all. Based on this and many other bugs I’ve experienced with ARS 7.5, if I had a time machine I’d go back and tell myself not to upgrade at this time because it’s too buggy and unstable. I’ve had numerous other issues that I was able to resolve, but it makes me wonder what else is waiting to be discovered. Thanks, Shawn Pierson Remedy Developer | Southern Union 5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226 From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Rentfrow Sent: Monday, July 19, 2010 12:25 PM To: arslist@ARSLIST.ORG Subject: Re: Schrödinger's Active Links on the Mid Tier ** This could actually be something else. I had something very similar happen back in version 7.0 - and it ended up being tied to the sticky' setting on a load balancer. I would log in as user A but see user B in the logs, etc. The fact that turning on mid-tier Active Link logging also forces the Remedy server to re-read the preference record, which may also force it to correct itself somehow since it's updating the active user's information. If you're using a load balancer - check it out too. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Blog: www.williamrentfrow.com O 715-592-5185 C 715-410-8056 From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, July 16, 2010 2:09 PM To: arslist@ARSLIST.ORG Subject: Schrödinger's Active Links on the Mid Tier ** Ok folks, here is a weird one. I am having an issue with a custom application that started after we upgraded the Mid Tier from 7.1 to 7.5 patch 4. Basically, I have a console with a table field and an external qualification. That qualification is set on Window Open, and it is based on what permission group you are in. If you are in the CS group, it should show CS tickets, if you are in the MH group, it should show MH tickets. This works fine in most scenarios, except for the one that we normally operate in. Here are the ways I’ve tested it: 1. If I access the Mid Tier as the end user, I see the wrong group’s tickets. 2. If I access the Windows User Tool as the end user, I see the correct group’s tickets. 3. If I access the Mid Tier as the end user *with active link logging enabled*, I see the correct group’s tickets. Granted, I am trying other ways of logging what is going on, but this sounds like a bug in the Mid Tier to me. I’ve been able to reproduce this several times and have a ticket open with BMC Support, but I wanted to see if anyone else has run into issues like this before. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Schrödinger's Active Links on the Mid Ti er
Yes. Both are on the same patch level. Although I discovered something that may or may not be related. In my testing environment which mirrors production, I had already installed ARS 7.5 Patch 5 for the Mid Tier. This problem doesn’t occur there. I’m thinking I may go ahead and take my chances with Patch 5 just for the Mid Tier to see if that addresses the problem, although I know that BMC issued a recall on that patch. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, July 20, 2010 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Schrödinger's Active Links on the Mid Ti er ** Just curious but is the ARS Server at the same version and patch level? Joe From: Pierson, Shawn shawn.pier...@sug.com To: arslist@ARSLIST.ORG Sent: Tue, July 20, 2010 9:00:07 AM Subject: Re: Schrödinger's Active Links on the Mid Tier ** William, Thanks for the response. Actually, I don’t have a load balancer. I basically have one application server and one mid tier. I’ve seen something similar what you’ve described in another company I worked for, and it was because we were behind a load balancer with something like 20 mid tiers, and one of the mid tiers had an issue. At this point I’m convinced that the error I am encountering is a bug in ARS 7.5 patch 4. To describe my issue from a development perspective, I have a form with two active links. The users of the form are either in permission group A or permission group B. There is an active link that will set the table field with the data for permission group A, which only that permission group has rights to. There is also an active link that will set the table field with the data for permission group B, with only that group provided rights to run it. Somehow, ARS on the Mid Tier seems to be ignoring the permissions of the active links and at random times various users in group A are running the active link for group B, despite not being in group B at all. Based on this and many other bugs I’ve experienced with ARS 7.5, if I had a time machine I’d go back and tell myself not to upgrade at this time because it’s too buggy and unstable. I’ve had numerous other issues that I was able to resolve, but it makes me wonder what else is waiting to be discovered. Thanks, Shawn Pierson Remedy Developer | Southern Union 5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Rentfrow Sent: Monday, July 19, 2010 12:25 PM To: arslist@ARSLIST.ORG Subject: Re: Schrödinger's Active Links on the Mid Tier ** This could actually be something else. I had something very similar happen back in version 7.0 - and it ended up being tied to the sticky' setting on a load balancer. I would log in as user A but see user B in the logs, etc. The fact that turning on mid-tier Active Link logging also forces the Remedy server to re-read the preference record, which may also force it to correct itself somehow since it's updating the active user's information. If you're using a load balancer - check it out too. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Blog: www.williamrentfrow.comhttp://www.williamrentfrow.com/ O 715-592-5185 C 715-410-8056 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, July 16, 2010 2:09 PM To: arslist@ARSLIST.ORG Subject: Schrödinger's Active Links on the Mid Tier ** Ok folks, here is a weird one. I am having an issue with a custom application that started after we upgraded the Mid Tier from 7.1 to 7.5 patch 4. Basically, I have a console with a table field and an external qualification. That qualification is set on Window Open, and it is based on what permission group you are in. If you are in the CS group, it should show CS tickets, if you are in the MH group, it should show MH tickets. This works fine in most scenarios, except for the one that we normally operate in. Here are the ways I’ve tested it: 1. If I access the Mid Tier as the end user, I see the wrong group’s tickets. 2. If I access the Windows User Tool as the end user, I see the correct group’s tickets. 3. If I access the Mid Tier as the end user *with active link logging enabled*, I see the correct group’s tickets. Granted, I am trying other ways of logging what is going on, but this sounds like a bug in the Mid Tier to me. I’ve been able to reproduce this several times and have a ticket open with BMC Support, but I wanted to see if anyone else has run into issues like this before. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail
Re: Schrödinger's Active Links on the Mid Ti er
Shawn, That's weird. Instead of relying on logging, you can add active link messages in between the active links that build the field for external qual, and see how the values are changing (especially the field referenced by external() ). Is the field(s) referenced by external() visible? If not, you can make it visible and see if it's getting the right value. --- On Fri, 7/16/10, Pierson, Shawn shawn.pier...@sug.com wrote: From: Pierson, Shawn shawn.pier...@sug.com Subject: Schrödinger's Active Links on the Mid Tier To: arslist@ARSLIST.ORG Date: Friday, July 16, 2010, 3:09 PM ** Ok folks, here is a weird one. I am having an issue with a custom application that started after we upgraded the Mid Tier from 7.1 to 7.5 patch 4. Basically, I have a console with a table field and an external qualification. That qualification is set on Window Open, and it is based on what permission group you are in. If you are in the CS group, it should show CS tickets, if you are in the MH group, it should show MH tickets. This works fine in most scenarios, except for the one that we normally operate in. Here are the ways I’ve tested it: 1. If I access the Mid Tier as the end user, I see the wrong group’s tickets. 2. If I access the Windows User Tool as the end user, I see the correct group’s tickets. 3. If I access the Mid Tier as the end user *with active link logging enabled*, I see the correct group’s tickets. Granted, I am trying other ways of logging what is going on, but this sounds like a bug in the Mid Tier to me. I’ve been able to reproduce this several times and have a ticket open with BMC Support, but I wanted to see if anyone else has run into issues like this before. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
