11 Replies Latest reply: Feb 16, 2012 10:10 AM by bnatray@qwest.com RSS

ITSM - Contact Permissions Issue

bnatray@qwest.com

Hello,

 

I just started working with ITSM. I'm running into issues with the permission groups. When i click 'People' form create or view link in Application Administration console , I get the below message.

 

You do not have the permssion to access People.  Please contact the system administration to have this permission added to your profile.

Contact Organization Admin

 

I wanted to update what I have done to get this stage. I used my Admin login first and logged into ITSM. Then I noticed appadmin account in the CTM:People form. I have reset the password and added contact permissions to appadmin account. When I tried to login as appadmin , i got " no such user exists" message. Then using my Admin account , I have created a profile for appadmin in user form. I can now login to ITSM as appadmin user but i can't perform any activites as it needs permissions to be added. The above is one such example.

 

Would you please let me know how I could add contact permissions to the appadmin account ?

 

Thanks for your help.

 

Thanks,

Bala Natrayan

  • 1. Re: ITSM - Contact Permissions Issue
    Steve Wilson

    What version of ITSM are you using?

     

    There are two forms that control permissions.  The User form is ultimately what the AR System is checking for permissions and group membership.  When ITSM is installed, the CTM:People form is used to configure ALL users and is synchronized with the User form.  You should never be going to the User form unless troubleshooting or if there is a specific reason.

     

    It's not clear what you are referring to as an "Admin login."  Are you logging on as Demo or another user with AR Administrator permissions?

     

    I would login as a user with AR Administrator permissions, access the App Admin console and create a new user with the required permissions and then test, as you did before, by logging in as that user.  If you still have problems, then I suspect there is an issue between the People and User forms and your next call or email should be support.

  • 2. ITSM - Contact Permissions Issue
    Carl Wilson

    Hi,

    if you do not currently have a user configured with these Contact permissions, you cannot update any records. 

    It is a kinda "gotcha" with the system, but is why "appadmin" is installed as default with the correct Contact permissions to add/update people records.

     

    You will need to add the appropriate Contact permissions to an Admin user, then log back into the system to update the appadmin account with the correct permissions.

    Once done, you can remove the Contact permissions from your Admin account if necessary.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 3. ITSM - Contact Permissions Issue
    bnatray@qwest.com

    Thanks Steve and Carl. I'm thankful to you for taking time and replying back to me.

     

    I'm using another user with Administrator Permissions. The CTM:People and user form are not in Sync in my ITSM environment. This is why I created a appadmin user in the user form to login to the system. But i'm not sure whether it was the right way to do it. Please correct me if it's not correct.

     

    Adding Contact Permissions to Adminstrator Login :

     

    I logged in as a Adminstrator and open the Application Adminstration Console then clicked the Create link in the People. I got the same error message mentioning that the Adminstrator login needs Contact Permissions.

     

    Would you please let me know how I could add Contact Permissions to the Administrator Login ?

     

    Thanks for your help.

     

    Thanks,

    Bala Natrayan

  • 4. ITSM - Contact Permissions Issue
    Carl Wilson

    Hi,

    appadmin "should" be created from the People console so you can easily add in the permissions needed.

     

    To add from the User form, you will need to use the drop down to add the correct groups to the user.  You may need to lookup the group id's dependant on the permission group (as it may be a number as opposed to obvious string).

     

    Unfortunately, to create the user in the People form you will need to add the permissions to an Admin account from the User form first.  Catch 22 situation.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 5. ITSM - Contact Permissions Issue
    bnatray@qwest.com

    Hello Carl,

     

    I looked up my Admin account profile in the user form. I have the below permissions added to my Admin account.

     

    20029 Config Categorization Admin 20024 20023 Administrator

     

    I think each of this number maps to contact permissions. When I use this admin account to update the People form , I get the below message.

     

    "To complete the standard configuration of a company, you will need the following permission groups.

     

    Contact Organization Admin

    Contact Location Admin

    Config Categorization Admin

    Config Group Mapping Adming

     

    Would you like the system to update your profile to carry these permission groups? "

     

    I said "Yes" and i got another message.

     

    Permission has been applied, please log out and log back in. (ARNOTE 45290)

     

    I logged out and logged back in to the system. But still receiving the same error message. I couldn't move forward due to this permission issue.  Thanks for taking time and helping me fixing this issue. I appreciate your help.

     

    Thanks,

    Bala Natrayan

  • 6. ITSM - Contact Permissions Issue
    Carl Wilson

    Hi,

    generally when logging into the system with an Admin and attempting to create a People entry, the system will warn you to add the Groups as you have seen.  This normally happens on an account such as "Demo" which does not have a People record.

    You then log out and back in again and the group addition "should" take and you can create records.

     

    Ensure that the Groups mentioned are indeed applied to your profile.

     

    Alternately, you could setup another "clean" Admin account and try again.  The system should add the Groups and you can try again.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 7. ITSM - Contact Permissions Issue
    bnatray@qwest.com

    Hi Carl,

     

    Groups mentioned are applied to the profile. When I looked at my profile once I log back in, I noticed that the numbers ( 20029 , 20024 and 20023) have been updated in the Group list in my user profile along with Config Categorization Admin permission. I earlier had only Adminstrator permission.

     

    20029 Config Categorization Admin 20024 20023 Administrator

     

    As you have suggested , I have created a new Admin account and tried the same. The system updated same exact the one mentioned above in the new Admin profile.

     

    I appreciate your help. Would you please provide me any other alternative ways to get the profile updated correctly with the contact permissions ?

     

    Thanks,

    Bala Natrayan

  • 8. ITSM - Contact Permissions Issue
    Amey Bagwe

    checking from basics...

     

    1. Do you have a valid AR System license applied to the server?
    2. Have you added enough Fixed and Floating licenses against that AR System license key?
    3. User 'appadmin' exists on people form and user form by default after installation of ITSM applications.
    4. there is no need to create a new user with Administrator permissions. Login to remedy using 'Demo' and open the user form. Add 'Administrator' group in the 'group list' field of user form.
      1. contact categorization admin
      2. contact people hr admin
      3. contact support group admin
      4. contact group mapping admin
      5. contact organization admin
    5. again login to remedy using 'Demo' user and Open application administration console -> people form (click on view btn) and search for 'appadmin' and check on 'login / access' tab. what kind of license is allocated? click on 'update permissions groups' button and provide foundation permissions given below:
      1. contact categorization admin
      2. contact people hr admin
      3. contact support group admin
      4. contact group mapping admin
      5. contact organization admin
    6. relogin using appadmin

     

    -Amey.

  • 9. ITSM - Contact Permissions Issue
    Carl Wilson

    Hi,

     

    Amey - If you read through the previous posts, you can see that the "appadmin" account does not appear to be in the system.  This is what Bala is trying to rectify.  The "Demo" account is not recommended to use to add to as it is the default Admin account and in a production system is usually associated with other roles - thus why the suggestion to use another "clean" Admin account so he knows where he is as a reference point.

     

    Bala,do you have a copy of the following tool?:

     

    https://communities.bmc.com/communities/docs/DOC-9005

     

    This will show the exact permissions required for adding people, etc, along with the other Application permissions.

     

    To give you an idea of the permissions on the "appadmin" account, to update and create People records:

     

    Contact Support Admin

    Contact People User

    Contact People HR Admin

    Contact People Admin

    Contact Organization Admin

    Contact Location Admin

    Config Categorization Admin

     

     

    Now, assuming that these exist correctly in the Groups Form then you can add these via the User Form manually to your Admin account.  Once that is done, you can re-create the "appadmin" account from the People form correctly.  You can give any User the above permissions, or a combination of them, where applicable for the functions that they need.

     

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 10. ITSM - Contact Permissions Issue
    Amey Bagwe

    yupp...got it....missing piece eh..? ....I think you are right...he ll need to create appadmin manually no other way out... with the permissions mentioned in the above posts...

  • 11. ITSM - Contact Permissions Issue
    bnatray@qwest.com

    Thanks Carl and Amey for helping me fixing this issue. I really appreciate your help.

     

    Hi Carl,

     

    Thanks for mentioning about the Groups form in your post. I didn't find below groups in the Groups form. Is the Group form supposed to contain all the ITSM Groups ?

     

    Contact Support Admin

    Contact People User

    Contact People HR Admin

    Contact People Admin

    Contact Organization Admin

    Contact Location Admin

    Config Categorization Admin

     

    Could this be the issue ? How do I get these groups loaded into the Groups form ? I'm on ITSM 7.6 Patch 001 version Windows 2008 server.

     

    And I have the copy of the ITSM User Roles and Permissions Utility tool which is a very useful tool.

     

    Thanks for your help.

     

    Thanks,

    Bala Natrayan