This is what I heard from Remedy regarding the authentication piece of RKM..
RKM doesn't care about its own RKM_User table if it is set up for use with the ARS Server. The authentication takes place in the ARS. The RKM_User table within the RKM database is virtually redundant if its setup to authenticate against Remedy. Which sort of explains the odd nature of data within the RKM_User table I guess?? Eli, if you have any further pointers about your experiences with RKM please feel free to share it with me. If you need me some of mine to, I'm more than willing to share mine.. I learnt a thing or two about ACG's (Access Control Groups) and VG's (Visibility Groups) today that may not be well documented. If you had any issues with these, let me know.. If they are similar to what I had maybe I can help out.. Cheers Joe -----Original Message----- From: Joe D'Souza [mailto:[EMAIL PROTECTED] Sent: Friday, December 07, 2007 5:08 PM To: ARS Discussion List Subject: RE: Remedy Knowledge Management 7.x Patch 001 Eli About the mail thing, I heard from Remedy support that the mail engine will be enhanced in one of the future versions of RKM to use the ARS email engine, and until then I can't use MAPI or IMAP4. I was just hoping to hear of some type of a workaround that like some sort of an external plugin or third party ware.. So far I have no use for receiving emails though I have tried to research on the possibility to have RKM receive mails of approvals or solution authoring. And yes I do not have the choice of using SMTP. My customers exchange server is setup for MAPI to send mail and they do not allow SMTP on that server. About the password, mine is different from yours then.. as in my case my password is set to the same as the username so that has got me confused as to WHY! And when the username and password in RKM is something like 'Joe D'Souza(XXXXX)' (replace XXXXX with my corporate ID), my Remedy User name is 'XXXXX' and the password is off course a random string I have chosen.. I see no logic.. no reason.. not a very apparent one at least... am I looking at something obvious and not seeing it? Cheers Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Eli Schilling Sent: Friday, December 07, 2007 4:52 PM To: [email protected] Subject: Re: Remedy Knowledge Management 7.x Patch 001 ** Joe, I too have felt some of that pain...I haven't had time to do much digging though and so long as it works as expected I'm not going to touch it :) I have RKM set up to use Remedy authentication whereby it actually does pull back the Remedy Login ID from the CTM:People form when it finds a match. So long as the password field in the KMS_User table remains blank authentication works fine. If you manually enter a password though, neither that password nor your remedy password seem to work. I didn't have an issue with the email engine. I configured it for Outgoing only with SMTP. For what reason would you use incoming mail for RKM? Are you really stuck to using MAPI only? No access to SMTP for outgoing mail? Since RKM relies on java mail I wonder if there's an alternate installation you could use. This may be a long shot but I wonder if you could somehow utilize the java-based email components from Remedy to work with RKM. Its unfortunate that RKM isn't more customizable... Cheers! Eli ---------------------------------------------------------------------------- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Friday, December 07, 2007 1:41 PM To: [email protected] Subject: Re: Remedy Knowledge Management 7.x Patch 001 ** Eli, That's what I figured by what I have seen so far. What I would have loved is a relationship illustration, explaining the data storage of information like the location, filename etc of the disk file containing the solution? All this is stored in the RKM database, so just wanted to know if there is any published diagram that illustrates this. I pretty much have my guesses on some of this stuff.. but instead of reinventing a wheel.............. What I also wanted to know is how the authentication takes place? The username from the KMS_USER table looks different from the actual user name it uses (which is the AR system user). So what is the purpose of the username and password columns in the KMS_USER table in the RKM database? I have a few more similar questions that I thought may be answered if I could have an architectural diagram explaining the data flow and relationships.. Also since the KMS email engine doesn't according to Remedy Support, supports only POP and SMTP for sending and receiving mails, what do you do if you have a choice of only MAPI and IMAP4? Was this an issue for you? Get around it? Cheers Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Eli Schilling Sent: Friday, December 07, 2007 4:10 PM To: [email protected] Subject: Re: Remedy Knowledge Management 7.x Patch 001 ** Joe, I'm using RKM 7.01.xxxx with ITSM 7.0.02 patch 005. As far as the role of the database in RKM it is my understanding that its only used for the storage of document properties and application usage metrics (reporting stuff). Was there something specific you were looking for? I don't have any documentation that explains what you're looking for but I will certain do my best to answer any specific questions you might have. Our kbase is still fairly small but if its any indication of the utilization of it's database, said database is currently a whopping 14MB. Cheers! Eli -------------------------------------------------------------------------- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Friday, December 07, 2007 12:59 PM To: [email protected] Subject: Remedy Knowledge Management 7.x Patch 001 ** I had sent this one out when the list was partially down so chances are this may have not got properly distributed.. Any takers? Reply either to the list or directly to me on this address (or on [EMAIL PROTECTED]) which I will be more accessible at during the week as I am based in CNA's Chicago office during the week.. Cheers Joe D'Souza -----Original Message----- From: Joe D'Souza [mailto:[EMAIL PROTECTED] Sent: Tuesday, December 04, 2007 3:39 PM To: ARS Discussion List Subject: Remedy Knowledge Management 7.x Patch 001 Listers, Is anyone out there using this against the ARS Server 7.x and ITSM applications 7.x? Have you figured out the meta data relationships between the different data tables within the Remedy Knowledge Management (RKM) database? Or is there a document out there some place where I could take a sneak peek at this kind of information? I'd find this document useful to configure certain parts of the application and to understand the application better. Cheers Joe D'Souza No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.503 / Virus Database: 269.17.0/1180 - Release Date: 12/10/2007 2:51 PM _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
