User doesnt have access to Cireson Portal to Create IR and CR

Hayden_Eckhoff

Hi,

Can anyone help. I believe this issue is due to a userid change as any other users can be added to the appropriate groups and can gain the access to create IRs and CRs. What I cant figure out is what needs to be done to fix this issues. The other thing I noticed about this users is she has two names if I add them to the affected user field when created and IR I see I can select one of two of the same names,

Any help is appreciated,

Thanks,

Hayden

Joe_Burrows

Hi Hayden
Those are the correct steps to fix the issue, its possible that you are running an older portal version that doesnt cleanup users deleted from the CMDB.

In which case you will need to manually remove the stale objects from the service management database. 

Example: (Just replace with the old username)

DELETE

  FROM [ServiceManagement].[dbo].[CI$User]

  WHERE [username] = 'joe.burrows'

Then restart your cachebuilder.

Cheers
Joe

Joe_Burrows

Hi Hayden

When changing usernames it creates a new user CI object. You will need to delete the old user object from SCSM and restart the cachebuilder so there is only one user that gets assigned the permission.

Simalir thread here:
https://community.cireson.com/discussion/2633

And more on this SCSM behavior here (has a nice little script to move relationships to the new object)
https://blogs.technet.microsoft.com/manageabilityguys/2013/06/17/managing-username-changes-in-service-manager/

Cheers
Joe

Hayden_Eckhoff

Hi Joe,
I have deleted the two users and removed them from deleted items, sync the adconnector for users which has populated the user in configuration items>users i have restarted the cache builder service and the user still doesnt have access to the button even though she is in the correct groups. I also see her name twice still when creating an incident but when i click the i both records show as blank. Any other ideas

Joe_Burrows

Hi Hayden
Those are the correct steps to fix the issue, its possible that you are running an older portal version that doesnt cleanup users deleted from the CMDB.

In which case you will need to manually remove the stale objects from the service management database. 

Example: (Just replace with the old username)

DELETE

  FROM [ServiceManagement].[dbo].[CI$User]

  WHERE [username] = 'joe.burrows'

Then restart your cachebuilder.

Cheers
Joe

Hayden_Eckhoff

Thanks Joe that worked.