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Attachment from Unified SelfService ask credentials on Service Desk

Question asked by jcsolis on May 18, 2017
Latest reply on Dec 16, 2017 by LucasMesquita

Hi everyone,

 

We have CA PAM, Service Desk, Service Catalog, Unified SelfService and EEM all installed and integrated.

 

This is the scenario: You create a ticket in Unified with an attachment, this ticket is also created in Service Desk and a URL to the file in the Service Catalog's filestore is attached to it.

 

Sometimes when a user tries to access that file in Service Desk, it get asked for credentials and most of the time it does not allow them to get through, only the Catalog admin account is the one that can get by. Oddly when the admin account logs in, stops asking for credentials for a while, but hours later start to ask for credentials again.

 

This is what we get on the stdlog:

 

05/18 07:41:51.35 SVBCWSVMGT01PP bopauth_nxd 10016 ERROR eiamAuth.c 606 Error exporting artifact from session: EE_AUTHFAILED Authentication FailedISE_FORBIDDEN have authentication credentials, but not authorized
05/18 07:41:51.40 SVBCWSVMGT01PP boplgin 3656 ERROR bplaccess.c 3789 AHD04023:Error de seguridad: get_bopsid/get_artifact (cnt:09439642DC60C147A12997DF949166E8) nil
05/18 07:41:51.42 SVBCWSVMGT01PP web:local 13056 ERROR freeaccess.spl 15674 Unable to get ARTIFACT - AHD04023:Error de seguridad: get_bopsid/get_artifact (cnt:09439642DC60C147A12997DF949166E8)
05/18 07:42:01.21 SVBCWSVMGT01PP boplgin 3656 SEVERE_ERROR bpmessage.c 779 BPMessage::operator[3]: index out-of-bounds max = 1
05/18 07:42:01.22 SVBCWSVMGT01PP boplgin 3656 SIGNIFICANT bpmessage.c 783 BPMessage [User MB01786]
05/18 07:42:01.24 SVBCWSVMGT01PP boplgin 3656 SIGNIFICANT bpmessage.c 783 {
05/18 07:42:01.26 SVBCWSVMGT01PP boplgin 3656 SIGNIFICANT bpmessage.c 783 method = get_artifact
05/18 07:42:01.27 SVBCWSVMGT01PP boplgin 3656 SIGNIFICANT bpmessage.c 783 arg 0 = (string)cnt:09439642DC60C147A12997DF949166E8
05/18 07:42:01.29 SVBCWSVMGT01PP boplgin 3656 SIGNIFICANT bpmessage.c 783 arg 1 = (integer)737111113
05/18 07:42:01.30 SVBCWSVMGT01PP boplgin 3656 SIGNIFICANT bpmessage.c 783 reply object = @.web:local.mxCBAA (not refcounted)
05/18 07:42:01.32 SVBCWSVMGT01PP boplgin 3656 SIGNIFICANT bpmessage.c 783 reply method = 0
05/18 07:42:01.33 SVBCWSVMGT01PP boplgin 3656 SIGNIFICANT bpmessage.c 783 msg origin = COMPILED_SPELL
05/18 07:42:01.35 SVBCWSVMGT01PP boplgin 3656 SIGNIFICANT bpmessage.c 783 }
05/18 07:42:01.37 SVBCWSVMGT01PP boplgin 3656 SEVERE_ERROR bpobject.c 4998 Attempt to cast type NIL BPData to long
05/18 07:42:01.39 SVBCWSVMGT01PP boplgin 3656 ERROR bplaccess.c 4420 AHD04042:Error de inicio de sesión del ID de usuario (MB01786). Se ha agotado el tiempo de espera del inicio de sesión.

 

Does anyone have a clue of what could be going on?

 

We are running out of ideas here.

 

Thanks in advance.

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