There was a defect (SW00531166) in SP3 which could cause this behaviour. You can open a support case requesting the latest 9.1.03 hotfix or install 9.1.03 patch 1 to get the fix.
We've been investigating what sounds like very similar or the same behavior. A temporary workaround has been to assign a password to their user account. If the password is blank and they login via midtier everything is fine. Once they login with Dev Studio, Spoon, or even the old windows client, they get a read license and access issues. Very strange.
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Are you using LDAP for external authentication? If yes, you are most likely hit the known issue SW00531249 from 9.1.03. This issue has been fixed in hotfix as well as available in patch1. Refer: Issues table - BMC Remedy Action Request System 9.1
Also refer to Remedy 9.1.03 Issues, Discoveries, Lessons Learned where people have confirmed that hotfix "Hotfix Version Stamp: 9.1.03 201706211413" has resolved this problem for them.
Hope this helps.
Thanks and Regards,
Not Very Harsh- But seems really strange 9.1.03 Released and for very basic thing you need a Hot Fix. This is really not a good sign If you think from Customer Perspective.
Agreed ..even i am facing issues with Customer/management to have this Frequent Upgrade or Hotfix to be applied.
After applying the patch001 we are now facing issue with Non LDAP users and suspecting the issue might also trigger with other Domain we use .
At our end we do have users with Two AD's(Domains) and Even the Non-LDAP Users(Hard Coded password ) for few of the users based on requirement.
Raised an issue with BMC - server team/Midtier team already and now after checking the scenario at our end and with the access being normal from Dev Studio and User tool so team is suspecting the issue might be with RSSO they are to assign the ticket to RSSO team now.
We are not in a state to Move this Patch001 to Prod Environment .
Appreciate the inputs required to get this issue resolved at the earliest possible.
9.1 Sp3 Patch001 resolve the access issue and triggered many other issues related to RSSO and Midtier too .
As of now things are resolved by checking the configuration changes and Reinstallation of Both RSSO and Midtier resolved this issue.