change in DCO work order doesn't update Remedy

[DCIM_Support]

It's my first time I'm using Remedy with DCO. When I assign a CRQ to a new work order it works well but when I add task to this work order, when save and close, it's not updated in Remedy.

When I look in the server.log, I see this entry:

2017-05-03 17:45:39,980 ERROR [com.apc.itil.change.remedy.server.update.impl.RemedyUpdateExecutorImpl] (ISXOSchedulerIO_Worker-2) Failed to update remedy ticket CRQ000000001726 in remedy system

com.apc.itil.change.remedy.server.ws.RemedyServerException: ERROR (1441115): ; You do not have permission to change the status of this infrastructure change.

        at com.apc.itil.change.remedy.server.ws.RemedyServerFacadeImpl.performHttpRequest(RemedyServerFacadeImpl.java:209)

        at com.apc.itil.change.remedy.server.ws.RemedyServerFacadeImpl.updateRemedyChangeTicketStatus(RemedyServerFacadeImpl.java:159)

        at com.apc.itil.change.remedy.server.update.impl.RemedyUpdateToInProgressStrategy.updateToRequestForAuthorization(RemedyUpdateToInProgressStrategy.java:46)

        at com.apc.itil.change.remedy.server.update.impl.RemedyUpdateToInProgressStrategy.update(RemedyUpdateToInProgressStrategy.java:21)

        at com.apc.itil.change.remedy.server.update.impl.RemedyUpdateExecutorImpl.updateRemedyTicket(RemedyUpdateExecutorImpl.java:134)

        at com.apc.itil.change.remedy.server.update.impl.RemedyUpdateExecutorImpl.runJob(RemedyUpdateExecutorImpl.java:75)

        at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)

        at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)

        at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)

        at java.lang.reflect.Method.invoke(Method.java:597)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeTarget(MethodInvocation.java:122)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:111)

        at org.jboss.ejb3.interceptors.container.ContainerMethodInvocationWrapper.invokeNext(ContainerMethodInvocationWrapper.java:72)

        at org.jboss.ejb3.interceptors.aop.InterceptorSequencer.invoke(InterceptorSequencer.java:76)

        at org.jboss.ejb3.interceptors.aop.InterceptorSequencer.aroundInvoke(InterceptorSequencer.java:62)

        at sun.reflect.GeneratedMethodAccessor412.invoke(Unknown Source)

        at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)

        at java.lang.reflect.Method.invoke(Method.java:597)

        at org.jboss.aop.advice.PerJoinpointAdvice.invoke(PerJoinpointAdvice.java:174)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.interceptors.aop.InvocationContextInterceptor.fillMethod(InvocationContextInterceptor.java:72)

        at org.jboss.aop.advice.org.jboss.ejb3.interceptors.aop.InvocationContextInterceptor_z_fillMethod_284206056.invoke(InvocationContextInterceptor_z_fillMethod_284206056.java)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.interceptors.aop.InvocationContextInterceptor.setup(InvocationContextInterceptor.java:88)

        at org.jboss.aop.advice.org.jboss.ejb3.interceptors.aop.InvocationContextInterceptor_z_setup_284206056.invoke(InvocationContextInterceptor_z_setup_284206056.java)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.connectionmanager.CachedConnectionInterceptor.invoke(CachedConnectionInterceptor.java:62)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.entity.TransactionScopedEntityManagerInterceptor.invoke(TransactionScopedEntityManagerInterceptor.java:56)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.AllowedOperationsInterceptor.invoke(AllowedOperationsInterceptor.java:47)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.tx.NullInterceptor.invoke(NullInterceptor.java:42)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.stateless.StatelessInstanceInterceptor.invoke(StatelessInstanceInterceptor.java:68)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.aspects.tx.TxPolicy.invokeInOurTx(TxPolicy.java:79)

        at org.jboss.aspects.tx.TxInterceptor$Required.invoke(TxInterceptor.java:190)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.aspects.tx.TxPropagationInterceptor.invoke(TxPropagationInterceptor.java:76)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.tx.NullInterceptor.invoke(NullInterceptor.java:42)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.security.Ejb3AuthenticationInterceptorv2.invoke(Ejb3AuthenticationInterceptorv2.java:182)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.ENCPropagationInterceptor.invoke(ENCPropagationInterceptor.java:41)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.BlockContainerShutdownInterceptor.invoke(BlockContainerShutdownInterceptor.java:67)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.core.context.CurrentInvocationContextInterceptor.invoke(CurrentInvocationContextInterceptor.java:47)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.aspects.currentinvocation.CurrentInvocationInterceptor.invoke(CurrentInvocationInterceptor.java:67)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.interceptor.EJB3TCCLInterceptor.invoke(EJB3TCCLInterceptor.java:86)

        at org.jboss.aop.joinpoint.MethodInvocation.invokeNext(MethodInvocation.java:102)

        at org.jboss.ejb3.session.SessionSpecContainer.invoke(SessionSpecContainer.java:193)

        at org.jboss.ejb3.session.SessionSpecContainer.invoke(SessionSpecContainer.java:250)

        at org.jboss.ejb3.proxy.impl.handler.session.SessionProxyInvocationHandlerBase.invoke(SessionProxyInvocationHandlerBase.java:188)

        at com.sun.proxy.$Proxy1219.runJob(Unknown Source)

        at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)

        at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)

        at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)

        at java.lang.reflect.Method.invoke(Method.java:597)

        at com.apc.product.services.quartz.impl.EJB3InvokerJob.invokeEjb(EJB3InvokerJob.java:196)

        at com.apc.product.services.quartz.impl.EJB3InvokerJob.doExecute(EJB3InvokerJob.java:141)

        at com.apc.product.services.quartz.impl.EJB3InvokerJob.execute(EJB3InvokerJob.java:78)

        at org.quartz.core.JobRunShell.run(JobRunShell.java:203)

        at org.quartz.simpl.SimpleThreadPool$WorkerThread.run(SimpleThreadPool.java:520)

Best regards,

Enric Climent

(CID:118001078)

[DCIM_Support]

Hi Enric,

Apparently the remedy user doesn't have permissions to do changes, it says "You do not have permission to change the status of this infrastructure change."

It is expected that the remedy user has access to the webservices/tickets.

By the way, what is the Remedy version?

Kind regards

(CID:118001155)

[DCIM_Support]

Hi Jef,

The Remedy version is 8.1 and the user has access to the webservices. What does mean webservices/tickets you said?

The custmer ask me for any document with the rights that needs the user. Anyway is arriving something to Remedy as you can see in the attached image. What's that?

Best regards,

Enric Climent

MISSING IMAGE:

(CID:118001888)

[DCIM_Support]

Hi Enric,

The communication between DCO and Remedy is via some webservices, that's been used to update tickets. And therefore it is expected that the remedy user (used for the integration in DCO) should be able to access the tickets on remedy server (sort of admin access to tickets).  For the current documentation, please see the following page(s):

Configuring Remedy integration

PS. Cannot see your attached image (might be only a link?).

Kind regards

(CID:118001908)

[DCIM_Support]

Hi Jef,

I've already seen this page. Do you have any specific document talking about the user rights in Remedy?

Now I attach the image, can you see it?

Best regards,

Enric Climent

(CID:118003014)

[DCIM_Support]

Hi Enric,

I don't have any specific document, but as a simple try-out it might be an idea to test the "remedy user" to see if this user can log in to the remedy server, and then be able to go through all steps for changing the status of a ticket (from start to completed).

Many thanks for attaching the image, I can see it now - it is just an illustration to show that the changes updated in the remedy server, seems to be originated from here:  Integration with the Remedy change management system from BMC

Kind regards

(CID:118003028)

[DCIM_Support]

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