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Intermittent issue for RA Approvers when clicking Save on CR Record (Request Failed)

We're seeing periodically that our end users (those who do not have any SCSM access at all) who are assigned RA's are experiencing an issue when attempting to approve them.  After having clicked Approve, adding comments (or not), and then clicking Save on the form, the Request Failed error appears.  At this time, the following error(s) are logged to WebConsole.log:

2016-12-28 10:41:09,190, ERROR [ 181]:  UpdateDirtyProjectionAsync threw an exception
2016-12-28 10:41:09,190, ERROR [ 181]:  Microsoft.EnterpriseManagement.Common.UnauthorizedAccessEnterpriseManagementException: The user WCBBC\AB13839 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.CompilerServices.TaskAwaiter.ThrowForNonSuccess(Task task)
   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.CompilerServices.TaskAwaiter.ThrowForNonSuccess(Task task)
   at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
   at System.Runtime.CompilerServices.TaskAwaiter.ValidateEnd(Task task)
   at Cireson.ServiceManager.Services.Projection.<UpdateDirtyProjectionAsync>d__14.MoveNext()


At this point, deleting the Approver and re-adding them back to the RA seems to resolve this issue.  We're seeing a couple instances a day of this issue.  Any ideas at all?


Thanks!

Best Answer

Answers

  • David_DarlingDavid_Darling Customer IT Monkey ✭

    Hi, thanks for your quick reply.  The users who experience this issue are end users, and belong to the End Users role type in SCSM.  This role is configured with no queues, config item groups, etc. (all can be accessed).


    Deleting the user from the RA, saving it, and then re-adding the user to the RA resolves the issue for that specific RA, but periodically the same user will have the same issue down the road with another RA.  We do successfully process hundreds of approvals a month with this configuration, it's a very intermittent problem that we just can't put a finger on.


  • merlenette_jonesmerlenette_jones Member Advanced IT Monkey ✭✭✭
    So lets focus on this part: "he users who experience this issue are end users, and belong to the End Users role type in SCSM.  This role is configured with no queues, config item groups"

    Reference this article - https://community.cireson.com/discussion/321/cireson-portal-tip-configuring-an-end-user-as-a-reviewer-for-the-cireson-portal#latest

    I believe you are having this issue because they do not have access to the Parent workitem queue that the activity is associated with.


    Merle
  • David_DarlingDavid_Darling Customer IT Monkey ✭
    But we've selected "All work items can be accessed" in the Queues section of the user role, wouldn't that do it?  Again, hundreds of end users have no problem with this configuration a month... just periodically it shows up.  That, in conjunction with the fact that when we reset the reviewer in the RA it works fine, makes me think maybe we're dealing with another root cause here?
  • David_DarlingDavid_Darling Customer IT Monkey ✭
    We had another failure today -- this time we've narrowed the issue down even further.  The issue is not even approving these RA's, if a user experiencing this issue simply accesses the RA on the portal and clicks the Save button (without approving or altering any field on the form), the Request Failed error message appears.  What we've discovered is that the issue seems to be related Work Items.  For example, a user may be approving an RA that is a child of a CR, and on the Related Items tab of the CR we have a related work item  (could be any type as far as we can tell).  We can reproduce this issue every time under these conditions -- any ideas?
  • David_DarlingDavid_Darling Customer IT Monkey ✭

    @merlenette_jones had it!  Creating the Queues for parent Work Items (and Activities) and assigning them to our End User role did the trick!  Thanks!

  • merlenette_jonesmerlenette_jones Member Advanced IT Monkey ✭✭✭
    Glad to hear that worked.

    Happy New Year!!
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