ARS 18.05 Intermittent Remedy Application Service 623 error on workflow calling vendor form

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    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    Remedy AR System Server


    APPLIES TO:

    ARS 18.05



    PROBLEM:

    1.    DROP/BUILD PROBLEM OCCURS IN (please include OS for both client and server where appropriate, DB version, component version, patch levels., etc....basically, the environment info)
    Customer version: 9.1.05 201805242356
    any db, any os
    2.    STEPS TO REPRODUCE:
    Import form Test623 and Esc Test623_ESC. Create/Import records from test623.arx (need a few thousands)
    Leave escalation running on form records for 24 hrs or so.
    3.    ACTUAL RESULTS:
    user log
    <USER> <TID: 0000186103> <RPC ID: 0000000000> <Queue: Main      > <Client-RPC: 390600   > <USER: Remedy Application Service                   > <Overlay-Group: 0         > /* Fri Jan 04 2019 02:18:40.7120 */          LOGIN FAILED       Remedy Application Service   (authentication) ARGetServerInfo from Unidentified Client (protocol 26) at IP address null
    ESC LOG:
    <ESCL> <TID: 0000197345> <RPC ID: 0000522750> <Queue: Escalation> <Client-RPC: 390603   > <USER: AR_ESCALATOR (Pool 3)                        > <Overlay-Group: 1         > /* Fri Jan 04 2019 02:01:26.6570 */ Error while performing escalation action Test623_ESC (Overlay Group 1) on form Test623 for entry 000000000001036
    com.bmc.arsys.domain.etc.ARException: ERROR (623): Authentication failed; Remedy Application Service
        at com.bmc.arsys.server.internal.aspects.AccessControlInterceptor.monitorFacadeMethod(AccessControlInterceptor.java:224) ~[bundlefile:9.1.06-SNAPSHOT]
        
    API LOG:
    <API > <TID: 0000190824> <RPC ID: 0000000000> <Queue: Main      > <Client-RPC: 390600   > <USER: Remedy Application Service                   > <Overlay-Group: 0         > /* Thu Jan 03 2019 19:55:55.5410 */ +GSI     ARGetServerInfo -- as user Remedy Application Service from Unidentified Client (protocol 26) at IP address null using INTERNAL // :q:0.0s 
    <API > <TID: 0000190824> <RPC ID: 0000000000> <Queue: Main      > <Client-RPC: 390600   > <USER: Remedy Application Service                   > <Overlay-Group: 0         > /* Thu Jan 03 2019 19:55:55.5420 */ -GSI     FAIL -- AR Error(623) Authentication failed : Remedy Application Service
        
    4.    EXPECTED RESULTS:
    No 623 ever for user Remedy Application Service


    CAUSE:

    Defect SW00555304


    SOLUTION:

    Defect is resolved in hotfix SR_1805P5_20190405_CU_ALL.zip which goes on top of 18.05 Patch 5
    Version 19.02 seems unaffected.


    Article Number:

    000167573


    Article Type:

    Solutions to a Product Problem



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