Incidents Not showing on My Work

DagazArcane

Hi,

We have just installed the new community edition and under my work we do not get incidents.

Nor can we create incidents.

Lastly when we click Team work we can see our incidents but upon clicking the item it just gives an error about not having permission to that item.

Thanks

Dagaz

James_Atance

Hi,

Can you confirm if you are using Windows Authentication? as we have discovered an issue which we are looking to get corrected. In the mean time can you switch to Forms Authentication.
This can be changed by opening up IIS Manager > Sites > Cireson Portal and clicking on Authentication

Regards
James 

Peter_Nordqvist

Same here.
Also, when opening "All Incidents" can only open those were im affected user.
 

Justin_Workman

It sounds like maybe your analyst group isn't configured correctly?  Can you verify you're a member of the analyst AD group?  You can check AnalystADGroup by dropping down the 'Name' menu in the top right hand corner and going to Admin Settings/Setting Items.  

Peter_Nordqvist

Justin_Workman said:

It sounds like maybe your analyst group isn't configured correctly?  Can you verify you're a member of the analyst AD group?  You can check AnalystADGroup by dropping down the 'Name' menu in the top right hand corner and going to Admin Settings/Setting Items.  

Yes, im a member (nested group though)

Justin_Workman

@Peter_Nordqvist - Can you check your cachebuilder log for errors?  It can be found at inetpub\CiresonPortal\bin\logs.

Peter_Nordqvist

@Justin_Workman
No errors in CacheBuilder, but got some in WebConsole.log

(Inner Exception #0) System.Data.SqlClient.SqlException (0x80131904): Procedure or function 'spUpdate_Licenses' expects parameter '@SelfservicePortalLicense', which was not supplied.

 ERROR [  24]:  ServiceRequest/Edit: Free SSP Version. Only AffectedUser can access this page

Justin_Workman

@Peter_Nordqvist - Can you try opening the browser dev tools(F12) and in the console type: session.user.Analyst
That should give you a 1 or a 0.  

Peter_Nordqvist

@Justin_Workman
Got a 0

Justin_Workman

You might try turning the logging level up on your cachebuilder log.  You can do this by editing the config file at inetpub\CiresonPortal\bin\Cireson.Cachebuilder.WindowsService.exe.config.  Around line 56, you'll have a section that says:
<level value="ERROR" />
Can you change ERROR to ALL and check the log for warnings specifically about your account?
Thanks,
Justin Workman

DagazArcane

Same here got a 0

errors in web log

2019-01-09 15:46:13,068, ERROR [  43]:  ServiceRequest/Edit: Free SSP Version. Only AffectedUser can access this page

2019-01-09 15:49:53,386, ERROR [  25]:  Unable to retrieve Affected User license info: An object of class ManagementPackClass with ID 4e2ef5f4-7f46-8796-1059-93a836016275 was not found.

2019-01-09 15:49:53,560, ERROR [  25]:  Unable to validate license. Error: No license found.

cache error log

2019-01-09 12:29:51,786, ERROR [  15]:  Group not found: CN=Domain Admins,CN=Users,DC=main,DC=xxxxx,DC=xx,DC=xx,DC=internal

2019-01-09 12:29:53,649, ERROR [  12]:  Group not found: CN=Domain Users,CN=Users,DC=xxxx,DC=xx,DC=xx

2019-01-09 12:29:53,697, ERROR [  12]:  Group not found: CN=Domain Users,CN=Users,DC=xxx,DC=xxxx,DC=xx,DC=xx,DC=internal

lastly full log from cache whenerror set to ALL filtered to my user

2019-01-09 17:28:25,369, DEBUG [  11]:  Adding user: xxx\xxxxxto role: Administrators

2019-01-09 17:28:25,369, DEBUG [  11]:  Username: xxxx\xxxx Id: a50aae2f-ac91-fd66-a6cd-5cdcaadbecdc is a user in the Administrators role with global access, and will be excluded from all scoped access.

2019-01-09 17:28:27,197, INFO  [  11]:  Assigning Analysts, Knowledge Managers, Asset Managers, etc.

2019-01-09 17:28:27,697, DEBUG [  11]:     -Found [UserPrincipal]: CN=xxxxxxx,OU=IT Services,OU=Staff,OU=Users,OU=xxxxx,DC=xxxxx,DC=local

2019-01-09 17:28:28,604, INFO  [  18]:  Finished committing membership to database

2019-01-09 17:28:28,619, INFO  [  18]:  Assigning Analysts and Asset Managers to default views

Thanks

Dagaz

Justin_Workman

Can you run a query against your ServiceManagement database?
SELECT * FROM CI$User Where DistinguishedName = '<your distinguished name here>'

DagazArcane

it shows Analyst = 1 with a single record. is there any other key fields you are after?

thank you for your help so far

Justin_Workman

Nope.  That's what I was looking for.  You might try going back to the portal and at the Dev Tools console(F12) typing app.clearAllLocalStorage() and hitting enter.  That will flush any session storage you have for the portal.  After you close and open the browser hopefully the portal will read the value from the database.  

DagazArcane

hi,

thank you but still same issue.

it is as though i have half the interface.

i can create announcements. see all incidents. just cant fully open them nor see my incidents in my work.

James_Atance

Hi,

Can you confirm if you are using Windows Authentication? as we have discovered an issue which we are looking to get corrected. In the mean time can you switch to Forms Authentication.
This can be changed by opening up IIS Manager > Sites > Cireson Portal and clicking on Authentication

Regards
James 

Peter_Nordqvist

@James_Atance it seems OK when we switch to Forms auth. Maybe @DagazArcane can verify too.

DagazArcane

HI,

yes it was the windows auth for us too.

Though can you resolve an item? we can choose Resolve but no boxes appear to fill out details and OK is greyed out.

Thanks

Peter_Nordqvist

DagazArcane said:

HI,

yes it was the windows auth for us too.

Though can you resolve an item? we can choose Resolve but no boxes appear to fill out details and OK is greyed out.

Thanks

Same here

James_Atance

Hey guys, we will look into this for you.

Peter_Nordqvist

Also, if you go to All Incidents, mark one or more, nothing happens when pressing "Tasks"

Peter_Nordqvist

@James_Atance seems better after upgrade to latest version, issue with "Tasks" that i wrote above is still there though..

James_Atance

Hey Peter, I will get this flagged with the Dev team to look into.