Common Cireson Portal Setup Issues

This post helps identify common Cireson portal for Service Manager configuration issues that can cause some unexpected results such as:

  1. Portal Environment hash code is missing
  2. Non-administrators aren’t able to see CIs in the portal (unable to add an Affected User when creating an Incident)
  3. Administrators can see Work Items but non-administrators can’t
  4. You’re constantly asked for a user name and password when accessing the portal
  5. Even though you may be a member of the Cireson portal analysts group you are still only seeing the End User Portal

Without exception, these are all caused by portal misconfiguration and one or more of the following hasn’t been completed:

  • The Cachebuilder Active Directory user account hasn’t been granted DBO access to the ServiceManager database
  • The Cachebuilder Active Directory user account hasn’t been added to the Service Manager Administrators Role
  • The portal application pool Active Directory user account hasn’t been added to the Service Manager Administrators Role
  • The Active Directory connector hasn’t been configured yet
  • The Active Directory connector isn’t synchronising one or more of the following; Cachebuilder service account, application pool account, Portal Analysts group, Knowledge Managers group, Asset Managers group, or their members.  The object DN property of all group and user CIs must match the location in Active Directory.

If you’ve recently deployed the portal or an upgrade and you’re having unusual problems, it is worth checking this list to make sure they are all applied.  Particularly the Active Directory connector.  Issues have been witnessed whereby the Active Directory structure is modified (users moved from one OU to another) and the Active Directory connector and/or the Cachebuilder service haven’t caught up yet.

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