Browser crash when opening Service Offering/ loading indefinitely
Mark_Mennenkamp
Customer IT Monkey ✭
Hello,
we've published some new service offerings (we already have a few which are working properly) for users and experience a behavior which we can't understand.
- Created new Request offerings
- Published the offerings
- Created a new Service offering
- added the new ROs
- Published it
- Created a new group and added the service offering
- Created a new user role, added the new group as well as the AD-group with our test users
Everyone can see the Offerings on our Home page in the web portal. Now there are 2 different situations:
1. Many users try to open the Offering which causes the browser to load for a while and then crash ("Chrome has stopped working", same for IE). Chrome doesn't even load the text fields of the offering before crashing while IE does show them but the whole page freezes and becomes unusable immediately after
2. For some users it does load properly and they can fill out all fields. But when they click on "Save" the saving process takes forever and will never come to an end (my test is "saving" for more than 4 hours at this point)
Admin-Accounts can use all offerings without any issue, so I would guess there is something wrong with permissions.
Where would I look into to get an idea what's wrong with these offerings?
Current Portal Version: 7.4.2016.11
we've published some new service offerings (we already have a few which are working properly) for users and experience a behavior which we can't understand.
- Created new Request offerings
- Published the offerings
- Created a new Service offering
- added the new ROs
- Published it
- Created a new group and added the service offering
- Created a new user role, added the new group as well as the AD-group with our test users
Everyone can see the Offerings on our Home page in the web portal. Now there are 2 different situations:
1. Many users try to open the Offering which causes the browser to load for a while and then crash ("Chrome has stopped working", same for IE). Chrome doesn't even load the text fields of the offering before crashing while IE does show them but the whole page freezes and becomes unusable immediately after
2. For some users it does load properly and they can fill out all fields. But when they click on "Save" the saving process takes forever and will never come to an end (my test is "saving" for more than 4 hours at this point)
Admin-Accounts can use all offerings without any issue, so I would guess there is something wrong with permissions.
Where would I look into to get an idea what's wrong with these offerings?
Current Portal Version: 7.4.2016.11
0
Best Answer
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David_Morris1
Member Advanced IT Monkey ✭✭✭
Number 2. your users don't have access to the service request templates that the offerings are built on, enable the templates in there user group settings in the console and that should fix that issue1
Answers
Portal server C:\intpub\Ciresonporta\logs
Are we talking same day publishing/attempted use?
No, there is one day in between because we can't restart our cache builder in the middle of the day (it takes ~20 minutes to get everything working again). We had to wait for our nightly restart to get the users to see the SOs.
I looked into the webconsole.log when testing this with a user that was able to fill out the fields and would then get the infinite loading screen when clicking "Save". There is only one entry which says:
2017-08-23 09:17:56,446, ERROR [1320]: Creating request offering failed with error: An object of class ManagementPackObjectTemplate with ID 3a79499c-9bff-12e9-c6f2-a953fdf8925c was not found.
Found something on google but running
SELECT MPName, MPFriendlyName, MPVersionDependentId, MPVersion, MPXML FROM ManagementPack where MPXML like '%3a79499c-9bff-12e9-c6f2-a953fdf8925c%'
didn't return anything for me.
Not sure what this should tell me because the SO is working properly for admin accounts, so this ManagementPackObjectTemplate should be there.
There is no entry in the logfile when a user who experiences the freeze opens the SO.
This means the management servers are out of sync. You have to run the cache cleaner on the servers to resync them. Happens to me all the time. Not sure why you need 20 minutes to run the process. When really needed we can accomplish the powershell commands in less then 2 minutes of down time.
https://support.cireson.com/KnowledgeBase/View/1142#/
If this is what you are talking about then I will give it a try tonight.
I'm not sure why it takes us so long to restart the cache builder. Someone else installed and administered the environment. We were given responsibility of this system because the people before are not available anymore, so troubleshooting is still a bit hard with limited knowledge. Apparently building scoped access takes ages in our environment:
The cache cleaner is the Health State Service for all the management servers. No need to truncate the Cireson tables. You only need to complete that if there is records not clearing on a Cireson Cache builder service restart
SCSM Cache
Stop services in the proper order on all management servers
"System Center Data Access Service","System Center Management Configuration","Microsoft Monitoring Agent"
Delete
[SCSM Install directory]\Health Service State\*
Start the Services making sure to restart your primary management server first.
I find it best to also restart the Cireson Cache builder at the same time. After truncating the Last modified table only.
If you powershell the restart and file deletion it should take less then two minutes. Only people attempting to save work or navigating in the console will notice the drop.
unfortunately nothing changed.
I stopped the 3 services, removed the Health Service State directory, stopped the cache builder, truncated LastModified, started the 3 services up again, started the cache builder.
Page keeps on freezing / saving infinitely.
2017-08-24 09:07:48,917, ERROR [ 51]: Creating request offering failed with error: An object of class ManagementPackObjectTemplate with ID 3a79499c-9bff-12e9-c6f2-a953fdf8925c was not found.
2017-08-28 11:22:06,423, ERROR [ 29]: Request Offering Access Violation - User (xxxxxxx) does not have access to RO (d95c9c01-293d-52b5-5374-9ffd0463baa8,c4596a1d-4f12-d756-9b81-ba52069dc3d2)
I also checked my log file for the above mentioned error message but couldn't find anything.
Still need to figure out why the whole browsers freezes for many users when opening the SO. I figured it may be dependant on how I create the Request offering. I just tested two offerings, one which I can open properly and one which crashes my browser.
The one that can be opened I did use the "create request offering" and later edited it with the "edit advanced request offering".
The one that crashes I did use the "create advance request offering". Not sure if that was a coincidence, going to try it again with some test ROs
Basically as can be seen here:
http://imgur.com/hnXK5v1
The left window is the end user, the right an admin account
the end user is accessing these offerings from a offering link on the home page published from the console rather than a hyperlink sent from an admin account?
do the requests have any CI pickers in I.e Select a computer/person/ad group etc?
The user also has access to the offering through his own Home page.
It's a very basic offering with just one text field:
http://imgur.com/cUmsZOY
Created 2 offerings:
- (1) Created one with the "create advance request offering" dialog -> Freeze
- (2) Created another with the "create request offering" -> Works fine
- (2) Edited the offering with the advanced editor and added a multi mapping -> Works fine
- (2) Edited the offering with the advanced editor and added a layout (One page containing my field) -> Freeze
- (2) Edited the offering with the advanced editor and removed the layout -> Works fine
- (1) Edited with the advanced editor and removed the layout as well -> Works fine
- (3) Created one with "create advance RO" and removed the layout setup-> Works fine
So apparently as soon as I add a Layout through the advanced request offering editor it causes the browser to crash for non-admin accounts
Our Portal version:
Current Portal Version: 7.4.2016.11
Cireson Advance Request Offering MP Version:
7.5.2016.46