user cannot see Create button in Portal

Suruchi_Bharati

One of our users cannot view the Create button in portal. She is setup as an analyst, we even tried removing her and re-adding her and ran the sync process. But this did not work.

Joe_Burrows

You can but if its in SCSM it will get recreated as soon as the user sync schedule rules so you will need to delete from SCSM. Username is the primary key for the object so one will have the correct username and one will be an old username.

Check in AD what the correct username is for the user, then compare that to whats in SCSM -> Configuration Items -> users and delete (if not here then it may already be sitting in deleted items). Then Remove from administration -> Deleted Items

Joe_Burrows

Is the user a member of the AD group you have defined for Portal Analysts?

Run this query in ServiceManagement replacing 'joe.burrows' with one of their usernames for people that are not seeing the New menu.  1= user is an analyst.  0 = the user is not an analyst.

SELECT Analyst from CI$User WHERE Username = 'joe.burrows'

Suruchi_Bharati

Thanks Joe - on this query I see query return two records.

Suruchi_Bharati

One record has analyst column as 1 while other has analyst column set as 0

Joe_Burrows

Sounds like the user has two user CI objects in the SCSM (possibly from a username change?) 

In which case the cachebuilder will only assign analyst permission to the first DN it finds and moves on, you will need to delete the stale\duplicate user object from SCSM (And from deleted items) then restart your cachebuilder service.

Suruchi_Bharati

How to determine which is the correct account ? Can I directly delete from the database the wrong record

Suruchi_Bharati

Joe I know the record that is to be deleted. Can I directly delete from this table ? and restart cachbuilder

Joe_Burrows

You can but if its in SCSM it will get recreated as soon as the user sync schedule rules so you will need to delete from SCSM. Username is the primary key for the object so one will have the correct username and one will be an old username.

Check in AD what the correct username is for the user, then compare that to whats in SCSM -> Configuration Items -> users and delete (if not here then it may already be sitting in deleted items). Then Remove from administration -> Deleted Items

Suruchi_Bharati

Thanks Joe, I did the above. Having the user re-test it. Will update here. Thanks again!

Suruchi_Bharati

That worked, Thanks Joe!!

Joe_Burrows

Awesome glad you got it working