Asset related events stuck in SocialBridge form with error codes HTTP Error 500 (Unable to parse the json provided) and HTTP Error 400 (JsonMappingException : Could not map the parameters from request)

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    PRODUCT:

    Remedy with Smart IT


    COMPONENT:

    Remedy with Smart IT


    APPLIES TO:

    Remedy with Smart IT 1.5.00



    PROBLEM:

    Asset related events (e.g. with classification 'OWNERSHIPCHANGE') are getting stuck in the 'SHR:SHRCAI_SocialBridge' form.

    Problem seen when relating (or unrelating) a user with a 'Used by' relationship to an asset CI, if that user either has:

       
    • A single quote (') in their Login ID
    •  
    • A backslash (\) in their Login ID. Note: related to the json specification of a string, the issue would not be seen in case the backslash in the Login ID is following by either: double quote ("), another backslash (\), slash (/), lower case b, lower case f, lower case n, lower case r, lower case t, lower case 'u' + four hex digits (e.g. 'uA123')
       Steps that would reproduce this issue:  
       
    • Create new People records with the following Login IDs:
      
      jason\smith  
    janet'jones 
      
       
    • In Smart IT, open a Computer System CI and create 'Used by' relationships for the above users
    •  
    • Monitor the SHR:SHRCAI_SocialBridge form
       Result:  
       
    • The record related to the 'OWNERSHIPCHANGE' event for user jason\smith shows the following error:
      
      "error": HTTP Error 400 : JsonMappingException : Could not map the parameters from request.
      
       
    • The record related to the 'OWNERSHIPCHANGE' event for user janet'jobes shows the following error:
      
      "error": HTTP Error 500 : {"error":"MOBILITY_ERROR_INTERNAL_SERVER_ERROR","errorCode":1013,"defaultMessage":"Social Server returned an error or unexpected result of `{\"error\": \"Unable to parse the json provided!\"}`","additionalMessage":"Exception: Social Server returned an error or unexpected result of `{\"error\": \"Unable to parse the json provided!\"}`","detailedMessage":"com.bmc.bsm.myit.dao.DaoException","arconnectionProblem":false}

     


    CAUSE:

    Defect SW00526882


    SOLUTION:

    Defect SW00526882 has been fixed in Smart IT 1.5.00 patch build 250 and later. The latest Smart IT 1.5.00 is available from the following location:
     

      
    Issue also found   not to be reproducible in the   latest patch of  Smart IT 1.5.01 and Smart IT 1.6.00 

     


    Article Number:

    000134476


    Article Type:

    Solutions to a Product Problem



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