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Need the ability to create 'Affected User' profiles in Portal so we can create tickets for new staff

Our organization does a large number of requests for external users that are not in our Active Directory.  We need a way to quickly create tickets for NEW users that are not in our directory.   Currently we can create them in our Active Directory but that is a 24 hour delay (cache builder run) for a Portal ticket to be able to created.  Or we can create a user profile in Service Manager CONSOLE, but that still does not allow us to CREATE tickets in portal for that account.  Only manage existing tickets created in CONSOLE.  We are getting push back from storing these 'affected users' in our Active Directory.
12 votes

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  • Jason_MeyerJason_Meyer Customer Adept IT Monkey ✭✭
    Or make the SMInternal users available in PORTAL for work item creates?
  • Jason_MeyerJason_Meyer Customer Adept IT Monkey ✭✭

    How are other organizations solving this issue today? 

  • Davin_ClouthierDavin_Clouthier Customer Adept IT Monkey ✭✭
    Currently we have a create user ARO, with a powershell workflow attached that builds the SCSMUser properly. Basically one of our techs fills out the users info the best they can and the script fills in the gaps so it can be used in the portal.
  • Jason_MeyerJason_Meyer Customer Adept IT Monkey ✭✭
    Davin, thank you for the input.  Sorry, ARO, can you help me with that acronym?
  • Davin_ClouthierDavin_Clouthier Customer Adept IT Monkey ✭✭
    Davin, thank you for the input.  Sorry, ARO, can you help me with that acronym?

    ARO is Advanced Request Offering (Service Catalogue Buttons)
  • Jason_MeyerJason_Meyer Customer Adept IT Monkey ✭✭
    Thanks David.
  • Jason_MeyerJason_Meyer Customer Adept IT Monkey ✭✭
    Just furthering the conversation on this.  Currently users created are not available until the next 'cache rebuild' process.  Are other organizations just waiting for that to happen or are you running cache builder multiple times throughout the day?
  • Joe_BurrowsJoe_Burrows Cireson Devops Super IT Monkey ✭✭✭✭✭
    edited March 2018
    Hi Jason

    One option like Davin mentions would be to use powershell to create the user in service manager, just make sure you create them in the AD user class, you will also need to populate a distinguished name (can be any value) for the Cachebuilder to sync this.

    If you wanted to increase the cachebuilder scheduled sync time for just for users you can do this in the cachebuilder config file (see https://support.cireson.com/KnowledgeBase/View/1176).

    Or script a cachebuilder restart into your create user powershell script to speed it up.
  • Jason_MeyerJason_Meyer Customer Adept IT Monkey ✭✭
    Does anyone else see service degraded while cachebuilder is running?  There are moments where tickets cannot be assigned, the drop down menus don't work, etc...   We currently script ours to run after hours because of this and prevents us from running it during production hours.
  • Tom_HendricksTom_Hendricks Customer Super IT Monkey ✭✭✭✭✭
    Yes.  I just moved ours to the primary management server after seeing that others here have done that.  It seems to have helped, but we are having other performance issues (mainly due to number of tickets in the DB, now) that make it difficult to tell.
  • Jason_MeyerJason_Meyer Customer Adept IT Monkey ✭✭
    Initially we did not configure database grooming and did not have archiving enabled.  After three years of the system running our cache builder process was taking 8 hours to complete.  We configured archiving/database grooming and now cachebuilder is taking less than 15 minutes.  But, still, during that 15 minutes we see system degradation.  Just wondering how others get around this.
  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    Cachebuilder runs constantly.  It syncs Work Items every minute by default.  The job that tends to run the longest is building Scoped Access.  This can be helped by trying to reduce the number of Queues and superfluous Security Roles.
  • Jason_MeyerJason_Meyer Customer Adept IT Monkey ✭✭

    Thanks Justin, eliminating queues and security scoping helped our environment ALOT. 

    Do you know what is the task or activity that make new affected users to be available in Service Portal?  That appears to run/cycle only once per day, not constantly.

  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    It is cachbuilder as well.  It just runs that job at the interval specified in inetpub/CiresonPortal/bin/Cireson.Cachebuilder.WindowsService.exe.config
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