Thread: SCAuto licensing issue on Service manager 7.01.053

Hi all,

I've just installed SCAuto on Solaris, started service manager server, started scautolistener no port 12690 ("sm -scautolistener:12690"). When I tried to start SCAuto service I got this error:

07/25/2008 10:16:02 pid (4067)(0) SCAuto Mail Version 4.0.2
07/25/2008 10:16:02 pid (4067)(0) Initializing
07/25/2008 10:16:02 pid (4067)(0) scauto_connect() failed; License
check failed
07/25/2008 10:16:02 pid (4067)(0) scmail initialization failed!
License check failed
07/25/2008 10:16:02 pid (4067)(0) Everything initialized successfully.
07/25/2008 10:16:02 pid (4067)(0) Terminating the SCAuto Mail, status:
803, License check failed
07/25/2008 10:16:02 pid (4067)(0) Terminated.

Where could be the problem? I have SM7.01.053 server running on Solaris system. As I know SCAuto uses SM license. With SM license everything ok. So what is wrong here?

Command "sm -reportlic" says the fallowing:

--- HP Service Manager License Report ---


Permanent License.
Server Quiesced State : Allow All Logins

Licensed Module Useage
Named(Licensed) Float(Licensed)
Configuration Management(Foundation) 0(
5) 2( 5)
Desktop Administration(Foundation) 0(
5) 0( 5)
SOAP API(Foundation) Enabled
SCAUTO/SDK Unix(Foundation) 0( 5)
SCAuto/SDK Windows(Foundation) 0( 5)

Service Catalog(HelpDesk) 0(
5) 0( 5)
IR Expert(HelpDesk) Enabled
Incident Management(HelpDesk) 0(
5) 2( 5)
Service Desk(HelpDesk) 0(
5) 2( 5)
Problem Management(HelpDesk) 0(
5) 2( 5)
Scheduled Maintenance(HelpDesk) 0(
5) 0( 5)
SCAuto/HP Network Node Manager(HelpDesk) 0( 5)
SCAuto/HP Operations (ITO/VPO)(HelpDesk) 0( 5)

Does it say anything to you? Is the customer missing any license for SCAuto?

P.S. The scmail.ini file is this kind:

events:1
usemaps:1
event_map_dir:EventMap
log:scmail.log
mailbox:/var/mail/helpdesk
server:localhost.12690

Thanks in advance

Isn't this license come with foundation module? Or do I have to buy it separately?

Thank you for your help. I really appreciate this.
About HP support I could tell few things. I've already written to hp support about this issue third time (opened support cases technical and non-technical). All they did was questioning. I sent them a sm.log when I put rtm:3 and debugquery:999 in sm.ini file. Also, I sent them information about all the system I using for Service manager and SCAuto. Still I didn't receive any reasonable response.

Originally Posted by Alfredas

Isn't this license come with foundation module? Or do I have to buy it separately?

Separately.

According HP support - I have the same experience. Don't expect much from HP support. They are slow as hell and on my 3 supported cases (one 2 months ago, one month ago, and one 3 weeks ago) they did not provide the solution for ANY of them.

Artur

Thanks again, for your interest in my issue, tommy. I've just got first normal answer from hp support:
"I had a look to the "company name" contract and the SC auto email was not part of the SC configuration purchased, this is also why it is not activated in the license."
Now I have a clue what to do next.

There solution for this problem, as hp support adviced, is this:

1 - Your reportlic in Solaris is not correct and in SM 7.01053 it should be (SCAUTO for email enable....). If you have applied the 7.01 patch over a 7.00 install then look in your RUN/lib directory for 7.00 and 7.01 jar files. You should remove the 7.00 jar files. The JVM will load all the jar files in this directory (both the 7.00 and 7.01) and it will end up using the 7.00 java code which is where the license is maintained.

Thank you for your help

A Patch has been posted on the HP Site that mentions this issue:


http://support.openview.hp.com/selfs...lowReturn=true


Product(s)
Service Manager 7.01
Hardware platforms - OS releases
windows: 2000 2003 xp
Critical
YesHPSM_00024: CORRUPTION
CORRUPTION: SCR42001
HPSM_00012: MEMORY_LEAK
MEMORY_LEAK: SCR41475 SCR41545
Summary
SCR41076
Self Service Ticketing was not enabled for the Helpdesk
license.

SCR41273
Some components were missing in the Foundation license.

SCR41371
The -reportlic output listed Self Service Ticketing with a
specific number of users instead of "Unlimited".

SCR41375
The SCAuto products should appear as "Enabled", as opposed
to consuming a named or floating user.

SCR41484
SCAuto SDK's were not licensed correctly.

SCR41485
Some SCAuto components could not be enabled.

SCR41508
The login ID was truncated to 31 characters.

SCR41631
Self Service Ticketing appeared twice in the License Report

SCR40959
Users could not print a list of records using
application-side printing on a Japanese system.

SCR41671
While attemping to do an IR index or IR search for the
Japanese language, Windows OS reported that btuc220.dll,
btuc210.dll, and BasisSegmentJapanese.dll were not found.

SCR41617
Defining and executing views with grouping in the
Configuration Itemqueue had poor performance for large
record sets.

SCR41791
Notify feature displayed Japanese characters incorrectly.

SCR41263
GP fault could occur in a UNIX servlet container.

SCR41881
The recursive locking mechanism was not working properly.

SCR41958
Process termination may trigger erroneous error messages to
be written to the log file.

SCR42001
Shared memory got corrupted when a file of type ADHOC was
closed resulting in future signal 11's when the invalid
shared memory was read.

SCR41230
Service Manager could incorrectly grant access rights.

SCR41727
Searching for a specific type on the configuration module
produced an empty qbe list.

SCR42086
Some data types on Oracle were stored incorrectly in the
dbdict record.

SR (service requests)
Enhancement
No
Equivalent Patch
None
Installation InformationPatch dependencies
None
Hardware dependencies
None
Other dependencies
None
Patch conflicts
None
Automatic reboot
NoInstallation instructions
Please review all instructions and the Hewlett-Packard
SupportLine User Guide or your Hewlett-Packard support terms
and conditions for precautions, scope of license,
restrictions, and, limitation of liability and warranties,
before installing this patch.
------------------------------------------------------------
1. Back up your system before installing a patch.

UPDATING THE SERVER
=========================
The server update for your operating system (OS) consists
of a compressed file, HPSM_00024.zip, which contains the
Service Manager server files. These files replace the
equivalent files in the [SM Root]\RUN ([SM Root]/RUN)
directory.


To update the Service Manager server:

1. Stop all Service Manager clients.

2. Stop the Service Manager server.

3. Back up the RUN directory.

4. Extract the compressed files for your OS into the main
Service Manager directory on the server.

5. For UNIX servers, set the file permissions for all
Service Manager files to 4755.

6. Restart the Service Manager server.

7. Restart the Service Manager clients.

8. Check the version in Help > About Service Manager.
The server should be Release: 7.01.071.
Special installation instructions
None
Patch contentsSupersedes
HPSM_00012
HPSM_00006