12 Replies Latest reply: Mar 28, 2012 3:37 PM by Carl Wilson RSS

Guest User can't access SRM Catalog

Jonathan Bishop

I have allow guest user checked in the AR System configuration form. I have Single-Tenancy Set. I created a people record for a default srm user. I have allow unknown user sert to yes in the SRM Application Settings and I have that default user set as the user to log in as. When I log in with that account, I can access the SRM just fine.

 

The problem is that when I log in with a bogus login name, I get the error that I have been logged in as a guest user, and when I access the SRM form, it identifies me as the default SRM user, but then says there are no catalog entries to display.

 

What am I doing wrong?

  • 1. Guest User can't access SRM Catalog
    Carl Wilson

    Hi,

    SRD display takes into account location, so are the SRD's you have configured set as Global or for your Single Tenancy Company?

    Also, can you perform a search to find any Services?

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 2. Guest User can't access SRM Catalog
    Jonathan Bishop

    The SRMs are set for the single tenancy company.

     

    When I log in with any generic login info, as I mentioned, it gives me the expected login error and logs me in as a guest user. At this point, I go to the request console, and there is no services displayed, and I can't search for them.

  • 3. Guest User can't access SRM Catalog
    Carl Wilson

    Hi,

    your "Guest" user will not be able to see any company specific SRD's as they will not have permission to this company.  If they were Global, all users can see the services.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

     

     

    Moving this to Service Request discussions

  • 4. Guest User can't access SRM Catalog
    Jonathan Bishop

    Even though the defualt user I have specified belongs to this company? That seems counter-intuitive, but I'll make note of that.

     

    I attempted to recreate the server request under the global company, and when I create the AOT, it won't allow me to use a template with the company global. If I don't select any company, it won't allow me to select the work order template I've created.

     

     

    Just some background on what it is I'm trying to do: We have a remedy server setup to authenticate using LDAP, but we haven't set up accounts for most of the company yet. When you log in with your LDAP account, if you don't have a people record or user record setup yet, it will give you the failed login message and default to the guest user account. At this point, I intended to have a service request to get the remedy account created.

     

    Based on what I'm seeing, this will require the SRM use a blank work order (no template) and I will just have to train the dept. on how to create remedy accounts accordingly. It would be more desirable to be able to use the work order template in order to label all the input fields that I'm passing variables to.

  • 5. Re: Guest User can't access SRM Catalog
    Carl Wilson

    Hi,

    you can use a mixture of Company specific Templates and the Global setting for the SRD and throughout the processes.  The SRD/PDT is where it needs to be Global so the end user can see and submit the Service Request.

     

    Therefore you can setup the system as you have explained with the one Global SRD to request the account creation.

    I have setup similar things in the past at other customers.

     

    Take a look at the Administration Guide for setting this up.  Some excerpts below:

     

    guest user

     

    Users who have not been configured with login information in the People form. Guest users can create requests from generic services they are entitled to use, for example, global SRDs.

     

    Add a company to the PDT.

     

    The company can represent internal groups or business units as well as external vendors or customers. If you select Global, any user including guests can access the PDT.

     

     

     

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 6. Guest User can't access SRM Catalog
    Jonathan Bishop

    It doesn't appear that I am able to relate a global PDT to a company-specific AOT, nor can I relate a global AOT to an application template. I have created a global AOT, PDT and SRD and now I am able to get to it with the guest login. Unfortunately, I am getting a javascript error when I submit the request, as guest. It works when I am logged in as the default user. I have submitted a ticket with BMC to look into the javascript error.

  • 7. Guest User can't access SRM Catalog
    Carl Wilson

    Hi,

    indeed it appears my logic was flawed. 

    You cannot use "Global" and relate an AOT to an Application Template, however you can create a "Non Template" AOT for use with Global SRD's (or Quick Launch).

    You would just need to map the correct fields through the AOT and PDT variables.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 8. Guest User can't access SRM Catalog
    Carl Wilson

    Hi,

    further to this, you can "trick" the system into displaying a SRD for all users by updating the "Assignee Groups" field on the Service Request Definition Base form to be "Public" (not the Company specific Group ID).

    This will then show the SRD to all users of the system.

     

    It is a work around I have seen at a couple of customers.

     

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 9. Guest User can't access SRM Catalog
    Jonathan Bishop

    And I would have to do this in Remedy Dev Studio? Wouldn't changing this on the base form make all requests public?

  • 10. Guest User can't access SRM Catalog
    Carl Wilson

    Hi,

    no, the Assignee Groups field is used in the Multi Tenancy settings and is set through workflow i.e. to the Company defined on the SRD when saved.

     

    You can gain access to the data in this field from the base form in the User Tool/Browser to make the updates - this is data only. 

     

    This is per SRD where it is needed.

     

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 11. Guest User can't access SRM Catalog
    Jonathan Bishop

    Okay, let me verify that I got that - I create a new group assignment under foundation -> configure assignment -> application assignment. Specify Service Request Assignee for event, global for the Contact Company and Company under the routing order, Work Order Management under Available Systems, and then select my single tenancy company/support group under the assignment section?

  • 12. Guest User can't access SRM Catalog
    Carl Wilson

    Hi,

    no, you can use the currently configured SRD's to route to the current groups.

    What you are wanting to do is expose the SRD to the guest users (or in-fact all users) by changing the Assignee Groups (112) field on the SRD base form.

    So you effectively remove the Company ID from the Assignee Group field which is stopping users that are not a part of that company to see the request.  Putting "Public" in this field and saving the SRD exposes the SRD to everyone with the "Public" group (which everyone gets by default).

    So you can just open the Service Request Definition Base form and make the update to the associated SRD's.

     

    Hope that makes sense.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/