While I am writing this note, there have been just a few instances where Collaborative Lifecycle Management (CLM) users have faced the issue below. This note is to gather the set of data required for investigations involved in specific situations, as this. I intend to write more notes on this line, which I expect would help users to send to support.
After from CLM 4.0.1 to CLM 4.0.5, a particular user ID is unable to access CCM and QM applications but just fine for JTS.
JTS, CCM, QM installed on separate VM's on their respective Websphere Application Server (WAS).
In CLM 4.0.5, one VM has the JTS, one has CCM and the other QM. This triad communicates with Active Directory and has its users defined in an AD group. First, the users are populated in the AD group and then imported them into RTC.
Here is an exception.
One of the user ID throws errors when trying to access URL for both the CCM & QM applications, but works just fine for JTS. This user ID has been assigned licenses - RQM Quality Profession Floating & RTC Developer Floating. However, it is not checked in both the CCM & QM servers but is checked on the JTS for the license.
When looking at the ID in JTS, all appears fine but receive the following error in both RQM & CCM applications when using the URL to access them:
An error response was received from the Jazz Team Server. Status=400.
Message: The ContributorHandle with the "[UUID _5_NL4JKZEeOWoN7Rfk1VA]" item ID doesn't match any existing ContributorRecords
Here is the set of data that one should gather for further investigations in such situation:
• What is the exact URL used/displayed in the browser when one tries to access CCM and QM applications with a particular user ID and it fails with the error?
• Is the error seen after the user enters the login credentials? If not, at what instance does the user get the errors?
• Specify the URL that appears when the user editor is opened in the JTS (where it works fine) and the URL that appears when the user editor is opened in CCM and QM (where it fails).
• This will give information on what the internal item IDs are used by the applications.
• On what browsers were this tried? It is a good practice to try the working on the supported browsers and see the outcome.
• What is the database being used here and the version?
• Perform the following steps and gather the output:
Download the OnlineVerify tool for JTS, CCM and QM available at: https://jazz.net/wiki/bin/view/Main/L3DevTool
Install it as per the steps under 4.0
Then run the following two commands:
./repotools-jts.sh -clean -extractUserSyncData userDataFile=jts-user-data.txt
./repotools-ccm.sh -clean -extractUserSyncData userDataFile=ccm-user-data.txt
./repotools-qm.sh -clean -extractUserSyncData userDataFile=qm-user-data.txt
The argument "-extractUserSyncData" will output the user info in repositories that needs to be compared for JTS, CCM and QM.
• Were any of the users, archived or possibly, things were not sync up right after the user was archived?
• Was it tried to restore the database from backup or tried to archive the user at some point and ran into any issues?
• Look how the following is set within jts/ccm/qm?
Login as 'Admin' for each of these applications and look for this service under Advanced properties:
Make a note of what the settings are for each (jts/ccm/qm), for this attribute - 'Use case insensitive user ID matching'.
• Verify and get to know if there are duplicate user names within the AD for this user by any chance.
• Lastly, reproduce the problem. When it fails at the least gather the jts, ccm and qm.log to look for more information. If all the applications are running on a single server, ISALite logs should help.
In my case, the user ID was recreated and then re-imported. After this the access to CCM and QM applications started to work just fine.