8 Replies Latest reply on Mar 11, 2010 4:03 AM by Rambabu Rudra

    Why K.M. continue to ask me login and password Remedy ITSM 7.0.03 patch 8?

    Thomas Scaccabarozzi
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      I have a strange Problem. I integrate K.M. with ITSM. When I try to modify an Incident, using a K.B. solution, the system ask me the K.M. login and password. I cannot understand why it doesn't use Remedy Login and Password.

      If manually I insert login e password, the procedure go on correctly; but every time that try to modify a new incident or change Tab, the system ask them againg.

      How Can I solve?

      Thanks

      Step 1

      Step 2

      Step 3

      Configuration 1

      Configuration 2

      Configuration 3

      Configuration 4

      Configuration 5

       

       

      K.M. Log:

      "28-nov-08 16:29:40 INFO: /rkm/access/login: Language/Locale initialized to ISO code: en
      28-nov-08 16:29:40 DEBUG: kms.config.app.AppConfig: Remedy Authenticator created.
      28-nov-08 16:29:40 DEBUG: AccessController: Valid password ('App Admin (appadmin)')
      28-nov-08 16:29:40 DEBUG: /rkm/access/login: set-cookie: session=b648364276482ae71aee9a7492997fe54d91e274
      28-nov-08 16:29:40 INFO: UserBean: User updated: 'App Admin (appadmin)'
      28-nov-08 16:29:40 DEBUG: kms.config.app.AppConfig: Remedy Authenticator created.
      28-nov-08 16:29:40 INFO: UserBean: User updated: 'App Admin (appadmin)'
      28-nov-08 16:29:40 INFO: /rkm/settings.jsp: Language/Locale initialized to ISO code: en
      28-nov-08 16:29:40 DEBUG: kms.config.app.AppConfig: Remedy Authenticator created.
      28-nov-08 16:29:40 INFO: UserBean: User updated: 'App Admin (appadmin)'
      28-nov-08 16:29:40 INFO: /rkm/settings.jsp: Language/Locale initialized to ISO code: en
      28-nov-08 16:29:41 DEBUG: kms.config.app.AppConfig: Remedy Authenticator created.
      28-nov-08 16:29:41 INFO: UserBean: User updated: 'App Admin (appadmin)'
      28-nov-08 16:29:42 DEBUG: kms.config.app.AppConfig: Remedy Authenticator created.
      28-nov-08 16:29:42 INFO: UserBean: User updated: 'App Admin (appadmin)'
      28-nov-08 16:29:48 DEBUG: kms.config.app.AppConfig: Remedy Authenticator created.
      28-nov-08 16:29:48 INFO: UserBean: User updated: 'App Admin (appadmin)'
      28-nov-08 16:29:48 DEBUG: kms.config.app.AppConfig: Remedy Authenticator created.
      28-nov-08 16:29:48 INFO: UserBean: User updated: 'App Admin (appadmin)'
      28-nov-08 16:30:04 DEBUG: kms.config.app.AppConfig: Remedy Authenticator created.
      28-nov-08 16:30:04 INFO: UserBean: User updated: 'App Admin (appadmin)'
      28-nov-08 16:30:08 DEBUG: kms.config.app.AppConfig: Remedy Authenticator created.
      28-nov-08 16:30:09 INFO: UserBean: User updated: 'App Admin (appadmin)'
      28-nov-08 16:30:11 DEBUG: kms.config.app.AppConfig: Remedy Authenticator created.
      28-nov-08 16:30:11 INFO: UserBean: User updated: 'App Admin (appadmin)'
      28-nov-08 16:30:18 DEBUG: kms.config.app.AppConfig: Remedy Authenticator created.
      28-nov-08 16:30:18 INFO: UserBean: User updated: 'App Admin (appadmin)'
      28-nov-08 16:30:22 DEBUG: kms.config.app.AppConfig: kms.authentication.SystemConfigurationAuthenticator created.
      28-nov-08 16:30:22 INFO: /rkm/access/login: Language/Locale initialized to ISO code: en
      28-nov-08 16:30:22 DEBUG: kms.config.app.AppConfig: kms.authentication.SystemConfigurationAuthenticator created.
      28-nov-08 16:30:30 INFO: /rkm/access/login: Language/Locale initialized to ISO code: en
      28-nov-08 16:30:30 DEBUG: kms.config.app.AppConfig: kms.authentication.SystemConfigurationAuthenticator created.
      28-nov-08 16:30:30 DEBUG: AccessController: Valid password ('system')
      28-nov-08 16:30:30 DEBUG: /rkm/access/login: set-cookie: session=fb87123f4c8df3ce2534fd0055b401ee59763b46
      28-nov-08 16:30:30 DEBUG: kms.config.app.AppConfig: kms.authentication.SystemConfigurationAuthenticator created.
      28-nov-08 16:30:38 DEBUG: kms.config.app.AppConfig: kms.authentication.SystemConfigurationAuthenticator created.
      28-nov-08 16:30:41 DEBUG: kms.config.app.AppConfig: kms.authentication.SystemConfigurationAuthenticator created.
      28-nov-08 16:30:42 DEBUG: kms.config.app.AppConfig: kms.authentication.SystemConfigurationAuthenticator created.
      28-nov-08 16:30:44 DEBUG: kms.config.app.AppConfig: kms.authentication.SystemConfigurationAuthenticator created.
      28-nov-08 16:30:44 INFO: kms.config.app.AppConfig: Loading configuration settings from 'C:\Program Files\ar system applications\BMC Remedy Knowledge Management\data\kms_conf\KMS_config.xml'
      28-nov-08 16:30:44 INFO: kms.config.locale.LocaleConfig: Loading default locale configuration: 'C:\Program Files\ar system applications\BMC Remedy Knowledge Management\data\kms_conf\KMS_config.xml'
      28-nov-08 16:30:44 INFO: kms.config.locale.LocaleConfig: Successfully loaded default locale configuration
      28-nov-08 16:30:44 INFO: kms.config.locale.LocaleConfig: Loading 'en' configuration: 'C:\Program Files\ar system applications\BMC Remedy Knowledge Management\data\kms_conf\KMS_config_en.xml'
      28-nov-08 16:30:44 INFO: kms.config.locale.LocaleConfig: Successfully loaded 'en' configuration
      28-nov-08 16:30:44 DEBUG: HomeFinder: Creating database connection pool...
      28-nov-08 16:30:44 DEBUG: HomeFinder: Database driver: com.microsoft.sqlserver.jdbc.SQLServerDriver
      28-nov-08 16:30:44 DEBUG: HomeFinder: Database URL: jdbc:sqlserver://srm-test:1433
      28-nov-08 16:30:44 DEBUG: HomeFinder: Database schema name: rkm
      28-nov-08 16:30:44 INFO: kms.sql.SQLServer: getMetadata("schema") = "4"
      28-nov-08 16:30:44 DEBUG: HomeFinder: Database schema level: 4
      28-nov-08 16:30:44 DEBUG: HomeFinder: Database user: RKMAdmin
      28-nov-08 16:30:44 DEBUG: HomeFinder: Database password:
      28-nov-08 16:30:44 DEBUG: HomeFinder: Database type: sqlserver
      28-nov-08 16:30:44 DEBUG: HomeFinder: Database active: 75
      28-nov-08 16:30:44 DEBUG: HomeFinder: Database max idle: 25
      28-nov-08 16:30:44 DEBUG: HomeFinder: Database min idle: 0
      28-nov-08 16:30:44 INFO: kms.sql.SQLServer: getMetadata("schema") = "4"
      28-nov-08 16:30:44 DEBUG: HomeFinder: Creating SearchServer connection pool...
      28-nov-08 16:30:44 DEBUG: HomeFinder: SearchServer driver: jdbc.searchserver.SSDriver
      28-nov-08 16:30:44 DEBUG: HomeFinder: SearchServer URL: jdbc:searchserver:SearchServer_5.4
      28-nov-08 16:30:44 DEBUG: HomeFinder: SearchServer active: 1
      28-nov-08 16:30:44 DEBUG: HomeFinder: SearchServer max idle: 1
      28-nov-08 16:30:44 DEBUG: HomeFinder: SearchServer min idle: 0
      28-nov-08 16:30:44 INFO: HomeFinder: SearchServer properties file not specified, using defaults
      28-nov-08 16:30:44 DEBUG: kms.config.diagnostics.Diagnostics: Remedy Authentication Mode | ConfigInfo | user:Demo server: srm-test port:-1 auth mode:remedy
      28-nov-08 16:30:44 DEBUG: kms.config.diagnostics.Diagnostics: Calling 'Remedy.init()'
      28-nov-08 16:30:44 INFO: kms.remedy.Remedy: System connection to Remedy established
      28-nov-08 16:30:44 DEBUG: kms.config.diagnostics.Diagnostics: Calling 'new Remedy().getGroups()
      28-nov-08 16:30:44 INFO: kms.remedy.Remedy: System connection to Remedy established
      28-nov-08 16:30:44 ! STATUS: kms.daemons.IndexValidateManager: The Index Validate Manager for Remedy Index tables is initializing. {HeartbeatInterval=60 minutes} Thread[Thread-82,1,main]
      28-nov-08 16:30:44 * ERROR: kms.context.ApplicationContextListener: Attempt to start-up second instance of UpdateManger. It will not be started. Only 1 instance allowed (Singleton). Please check to see that you are not running multiple instances of RKM. Check Deployment requirements to ensure only a single context is being created.
      28-nov-08 16:30:44 INFO: kms.config.app.AppConfig: Configuration settings successfully loaded.
      28-nov-08 16:30:44 STATUS: kms.daemons.RemedyFormRTUpdater: The Remedy Form Real Time Updater is exiting as there are no Remedy Indexes. Thread[Thread-83,1,main]
      28-nov-08 16:30:44 ! STATUS: kms.daemons.RemedyFormRTUpdater: The Remedy Form Real Time Updater is exiting.
      28-nov-08 16:30:44 STATUS: kms.daemons.IndexValidateManager: The Index Validate Manager is shutting down because there are no Remedy Forms being indexed in this Configuration. Thread[Thread-82,1,main]
      28-nov-08 16:30:44 ! STATUS: kms.daemons.IndexValidateManager: The Index Validate Manager for Remedy Index tables has started.
      28-nov-08 16:30:44 STATUS: kms.daemons.IndexValidateManager: The ValidateIndexManager is exiting.
      28-nov-08 16:30:50 DEBUG: kms.config.app.AppConfig: kms.authentication.SystemConfigurationAuthenticator created."

        • 1. Re: Why K.M. continue to ask me login and password Remedy ITSM 7.0.03 patch 8?

          Try editing the KMS:Main:Create_Session_ID active link.

           

          1. Remove the values in the "Run If" section of the basic tab.

          2. On the If Action tab edit the push fields setting the "Run If" equal to ( 'User' = $USER$) AND ( 'Request ID' = $LASTID$)

           

          1 of 1 people found this helpful
          • 2. Re: Why K.M. continue to ask me login and password Remedy ITSM 7.0.03 patch 8?
            Thomas Scaccabarozzi

            I modified that A.L. (is it a bug?), but the system continue to ask me login and password on Help Desk Tab.

            That A.L. solve the problem on "Remedy Knowledge Management" (KMS:Main).

             

            I found a similar A.L. "KMS:HD:Create_SessionID" for Help Desk Tab. I modified it in the same way and now the system doesn't ask me login/password more.

             

            Is this a BUG, or a workaround?

            • 3. Re: Why K.M. continue to ask me login and password Remedy ITSM 7.0.03 patch 8?

              I believe there's a known issue with this, and that is the current workaround.

              • 4. Re: Why K.M. continue to ask me login and password Remedy ITSM 7.0.03 patch 8?

                Hello..

                 

                I'm having the same problem with an installation at a customer.

                I have modified all Active Links and it seems to work using the user-tool, but not via the browser ??

                 

                I also found out that it is not possible to call RKM from the Requester Console, and the modifications

                mentioned in this thread to be performed on the ITSM active-links does not fit/conform to the looks

                of the active link for the Requester Console's Create_Session.

                 

                Anybody have any idea what could be wrong ?

                 

                Morten

                • 5. Re: Why K.M. continue to ask me login and password Remedy ITSM 7.0.03 patch 8?

                  Your first step would be to make sure you are on the latest RKM patch.

                  Upgrade to RKM 7.2 Patch 3.

                   

                  Alan Blake

                  Knowlysis

                  • 6. Re: Why K.M. continue to ask me login and password Remedy ITSM 7.0.03 patch 8?

                    Hi Allan...

                     

                    Thanks for the answer. Unfortuneately I am not able to patch RKM from 002 to 003 because all these problems have occurred during a migration project from an existing Remedy installation and has worked on the former server (with only patch 002 applied) before and the system went into production today with these known errors ... unfortuneately. As far as I can see the patch 003 is huge ... round 1,7 gigs in size.

                     

                    I "thought" the problems would have been solved when I applied the modifications to the active links, but it seems that my problem is still there, but

                    must have grown more into a permission/session problem, I think.

                     

                    Because if I create a testuser and simulate one of the users (all his KMS group permissions ... he is KMS Admin) that have the problem and log in to the user tool or the web client directly on the midtier server I don't have the problem, but if I login on a different IP address than the midtier server, I'm prompted.

                     

                    I can see that the session data is pushed to the form KMR:Session to store session info for the users whio log in into RKM, but for some reason the session info cannot be found when the user is accessing RKM from Incident Management (in other words ... the user is prompted to login again). If I change the entry manually to the IP address he is calling from, then there is no problem.

                     

                    So for me it seems that something goes wrong with the update/handling of this field, but I cannot figure out why.

                     

                    Furthermore not all people OUTSIDE the midtier have the problems. One of the administrators who also have the KMSAC-KMSUser group permission, apart from the KMSAC-KMSAdmin) does not experience these problems. Could be interesting to check if something happened if the troubled user was assigned the KMSAC-KMSUser group also even though that this group is consumed/overlapped/owned/whatever by the KMSAC-KMSAdmin group, which he already has).

                     

                    I hope you have some nice suggestions so I can solve this problem ... it can be done of course by doing a dirty workaround change in Remedy, but that should not be necessary, should it ?

                     

                    Thanks...

                     

                    Morten

                    • 7. Re: Why K.M. continue to ask me login and password Remedy ITSM 7.0.03 patch 8?

                      So if it worked on the former server have you compared the configurations

                      between the two?  Is anything slightly different?

                       

                      I suggest you check the Integration settings in the RKM Administration

                      Console.  Do you have a load-balancing situation?  Are you sure the active

                      link changes for "Session" are correct in the new env?

                       

                      You could also try clearing the User Cache on the RKM side (in the System

                      Settings, clear user cache under Remedy tab).

                       

                      Sounds like a support ticket may be needed for further troubleshooting.

                       

                      Alan

                      • 8. Re: Why K.M. continue to ask me login and password Remedy ITSM 7.0.03 patch 8?

                        Can you also guide us for the issue of Requestor Console KB Access Denied. For Requestor Console, Which AL need to be modifed and how?