I added "General Access" to the affected login's User record. I logged in as the user and Yeah, questions are displayed.
Then after discussing with my colleague, I decided to do a deeper dive and logged in directly to each of our mid-tiers/app server instead of thru the load balancer. (Sorry to include that piece late in the game). If I log in using the alias for the load balancer - questions are displayed If I use a direct URL and log directly in to the ranked 1 server - questions are displayed If I use a direct URL and log directly in to the ranked 2 server - questions are NOT displayed This leads me to believe that if the user (via the F5) is routed to ranked 1 server, all is OK but if the user (via the F5) is routed to ranked 2 server, no questions display. So I think that we may be dealing with a load balancer issue not User permission issues. OK, no idea what to check now. I cannot rely on the F5 routing the users to the working server but do not know what to check between the servers. Any suggestions? Thank you for your responses. Sandra Sandra Hennigan DSS ITSS BMC ITSM Developer Office: 571-305-6579 CACI Email: shenni...@caci.com NIPR Email: sandra.hennigan....@dss.mil DSS Service Desk: 1.866.377.4846 or dssitsupp...@dss.mil -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pospi ARSList Sent: Thursday, October 15, 2015 4:03 AM To: arslist@ARSLIST.ORG Subject: Re: SRD Questions are not visible to a few users Hi Sandra, Have you checked records for affected users directly in the User form? Almost sounds as if some basic permission group such as General Access might be missing in their permissions. Kind regards Jiri Pospisil -----Original Message----- From: Tauf Chowdhury [mailto:taufc...@gmail.com] Sent: 14 October 2015 22:42 Subject: Re: SRD Questions are not visible to a few users Have you tried different browsers? The questions part of SRM open in a data viz. I've seen some browsers freak out on this. Sent from my iPhone > On Oct 14, 2015, at 5:18 PM, Hennigan, Sandra, CTR, DSS <sandra.hennigan....@dss.mil> wrote: > > ARS & ITSM 8.1.01 > Service Request Management > > SRDs in use since January 2015, entitled to all of a our Company > users, are designed to create Incidents. > Works fine - No issues submitting the request. > > EXCEPT we have random users that although they can view the SRD > categories and "Request Now" a SRD, when the SRD opens, only the > header of "Requested By", "Requested for", "Phone" and "Email" fields > are in view. None of the question prompts are displayed. For any > affected user, opening any SRDs has the same result - doesn't matter > which backend form gets created, INC, WO or CRQ. > > We have: > Flushed the Entitlement cache > The app & mid-tiers have been restarted and mid-tier cache flushed > Hard cleared the mid-tier cache Checked the users BMC.CORE:BMC_Person, > BMC.CORE:BMC_Person_, BMC.CORE:BMC_BaseElement records - some users > are in the BMC.ASSET and other users are in the BMC.ASSET.SANDBOX. > Same goes for our users for which a SRD displays the questions. > Turned on User logging and logged a working user & a non-working user. > Compared log files > No entries in the mid-tier logs > Given users Unrestricted access; the default is access restriction to > their Company. > Given users Fixed license; default for Support Staff = No is Read > Removed/added Login ID Changed to Non-Support Reset password Deleted > User Preference records Deleted User Search Preference records Created > a new Entitlement Group for the affected users Added new SRDs entitled > ONLY to affected users. > > All users have a Remedy Login ID & Password. > Affected users might be Support Staff = Yes or Support Staff = No. > > The issue can be resolved if we use the Data Wizard and create a new > Login ID for the user but this creates a non-standard user record. It > is hard to know how wide-spread the issue is because we have only had > a few users report the issue. > > Anyone have any suggestions? Users have tickets logged in their name > so I am reticent to delete and re-add a CTM:People record but may have > to. Your assistance is welcome. > > Thank you, > > Sandra > > ______________________________________________________________________ > _________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
smime.p7s
Description: S/MIME cryptographic signature
