Users unable to add comments to tickets - 403 error

Sean_TerrySean_Terry Customer Advanced IT Monkey ✭✭✭
We've been experiencing some issues with end users not being able to add comments. It appears to be very erratic where end users can update some tickets and not others. I finally managed to replicate the issue today and got this error in the webconsole log:

2018-09-19 08:40:50,783, ERROR [  27]:  Microsoft.EnterpriseManagement.Common.UnauthorizedAccessEnterpriseManagementException: The user testscsm1 does not have sufficient permission to perform the operation.
   at Microsoft.EnterpriseManagement.Common.Internal.ServiceProxy.HandleFault(String methodName, Message message)
   at Microsoft.EnterpriseManagement.Common.Internal.ConnectorFrameworkConfigurationServiceProxy.ProcessDiscoveryData(Guid discoverySourceId, IList`1 entityInstances, IDictionary`2 streams, ObjectChangelist`1 extensions)
   at Microsoft.EnterpriseManagement.ConnectorFramework.IncrementalDiscoveryData.CommitInternal(EnterpriseManagementGroup managementGroup, Guid discoverySourceId, Boolean useOptimisticConcurrency)
   at Microsoft.EnterpriseManagement.ConnectorFramework.IncrementalDiscoveryData.CommitForUserDiscoverySource(EnterpriseManagementGroup managementGroup, Boolean useOptimisticConcurrency)
   at Cireson.ServiceManager.ManagementService.ManagementService.<>c__DisplayClass8_0.<InvokeCommand>b__0(EnterpriseManagementGroup emg)
   at Cireson.ServiceManager.ManagementService.ManagementService.InvokeCommand[T](Func`2 func, Boolean invokeAsService)
   at System.Threading.Tasks.Task.Execute()
--- End of stack trace from previous location where exception was thrown ---
   at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
   at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
   at Cireson.ServiceManager.ManagementService.ManagementService.<InvokeCommandAsync>d__7.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
   at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
   at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
   at System.Runtime.CompilerServices.TaskAwaiter.GetResult()
   at Cireson.ServiceManager.Services.Projection.<UpdateDirtyProjectionAsync>d__14.MoveNext()

I managed to type the comment and click add but when I clicked on the Apply button I got a 403 error. I tried Chrome and IE and the error was consistent. Users have the correct permissions to assets, request offerings, they are the affected user

As I was testing this issue against a few templates I published some old templates and then stopped the site and restarted the cachebuilder. To my surprise I was able to add comments using the above account in the exact same scenario that failed earlier that day. I couldn't understand why the issue went away? Has anyone come across this before? Do companies schedule a forced restart like this on their portals?

Has anyone come across this? I've read some comments on the community but I'm unsure if this is completely the same because of the inconsistency. 

Anyone have any ideas on what other permissions I could check?

Another error I've seen that may or may not be related is:

2018-09-19 09:01:52,150, ERROR [   1]:  Unable to retrieve Affected User license info: Object reference not set to an instance of an object.
2018-09-19 09:01:52,256, ERROR [   1]:  Unable to validate license. Error: No license found.
2018-09-19 09:08:08,905, ERROR [  57]:  Unable to retrieve Affected User license info: Object reference not set to an instance of an object.
2018-09-19 09:08:09,018, ERROR [  57]:  Unable to validate license. Error: No license found.
2018-09-19 09:18:29,368, ERROR [  30]:  Unable to validate license. Error: No license found.
2018-09-19 09:23:51,918, ERROR [  58]:  Unable to retrieve Affected User license info: Object reference not set to an instance of an object.
2018-09-19 09:23:52,022, ERROR [  58]:  Unable to validate license. Error: No license found.
2018-09-19 09:27:37,999, ERROR [  10]:  Unable to retrieve Affected User license info: Object reference not set to an instance of an object.
2018-09-19 09:27:38,103, ERROR [  10]:  Unable to validate license. Error: No license found.
2018-09-19 09:50:10,020, ERROR [  66]:  Unable to retrieve Affected User license info: Object reference not set to an instance of an object.
2018-09-19 09:50:10,130, ERROR [  66]:  Unable to validate license. Error: No license found.
2018-09-19 10:01:55,630, ERROR [  58]:  Unable to retrieve Affected User license info: Object reference not set to an instance of an object.
2018-09-19 10:01:55,770, ERROR [  58]:  Unable to validate license. Error: No license found.
2018-09-19 10:04:36,419, ERROR [  58]:  Unable to retrieve Affected User license info: Object reference not set to an instance of an object.
2018-09-19 10:04:36,520, ERROR [  58]:  Unable to validate license. Error: No license found.
2018-09-19 10:28:58,510, ERROR [  21]:  Unable to validate license. Error: No license found.
2018-09-19 10:35:28,679, ERROR [  10]:  Unable to retrieve Affected User license info: Object reference not set to an instance of an object.
2018-09-19 10:35:28,789, ERROR [  10]:  Unable to validate license. Error: No license found.
2018-09-19 11:13:01,638, ERROR [   1]:  Unable to retrieve Affected User license info: Object reference not set to an instance of an object.


Portal Version: 8.6.2.2016


Answers

  • Sean_TerrySean_Terry Customer Advanced IT Monkey ✭✭✭
    Seems to be resolved for a time when the portal site is restarted, app pool recycled and cachebuilder restarted.

    Anyone else had this type of issue?
  • David_JohnsenDavid_Johnsen Customer Advanced IT Monkey ✭✭✭

    Had this yesterday, and resolved it (as you say) by resynching the cache builder, recycling the AppPool and restarting the Service Portal site.

    Not sure what causes it, or if this will be permanent, but commenting here to confirm that it should resolve it for others if a quick fix is needed.


    (FYI a cache builder alone (with a re-scope of roles) doesn't seem to fix it).

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