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SCSM 2016 web portal error: need help decoding the IIS logs RRS feed

  • Question

  • Hi, we are getting sporadic errors when users submit tickets via the web portal. What happens is when they click submit, they get an error that reads:

    "Failed. The user (domain\username) does not have sufficient permission to perform the operation."

    However, the username is not the correct user's username, the ticket actually IS submitted, and the email notifications go out as they should. On top of that, the "My Requests" tab is completely empty and blank as if no tickets had ever been submitted by the user. I just now submitted an incident ticket and had that error pop up. This is what I see in the IIS logs:

    #Version: 1.0
    #Date: 2019-10-03 19:56:09
    #Fields: date time s-ip cs-method cs-uri-stem cs-uri-query s-port cs-username c-ip cs(User-Agent) cs(Referer) sc-status sc-substatus sc-win32-status time-taken
    2019-10-03 19:56:09 192.168.4.14 POST /Home/Makeform - 80 - 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home 401 2 5 0
    2019-10-03 19:56:10 192.168.4.14 POST /Home/Makeform - 80 DOMAIN\mdykens 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home 200 0 0 1281
    2019-10-03 19:56:10 192.168.4.14 GET /Content/css/custom.css - 80 DOMAIN\mdykens 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home/Makeform 404 0 2 0
    2019-10-03 19:56:10 192.168.4.14 GET /bundles/jquery - 80 DOMAIN\mdykens 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home/Makeform 404 0 0 0
    2019-10-03 19:56:10 192.168.4.14 GET /Content/js/ - 80 DOMAIN\mdykens 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home/Makeform 403 14 0 93
    2019-10-03 19:56:10 192.168.4.14 GET /Content/js/ - 80 DOMAIN\mdykens 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home/Makeform 403 14 0 78
    2019-10-03 19:56:10 192.168.4.14 GET /bundles/jquery - 80 DOMAIN\mdykens 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home/Makeform 404 0 0 0
    2019-10-03 19:56:30 192.168.4.14 POST /Home/makeform - 80 - 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home/Makeform 401 2 5 62
    2019-10-03 19:56:30 192.168.4.14 POST /Home/makeform - 80 DOMAIN\mdykens 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home/Makeform 200 0 0 920
    2019-10-03 19:56:30 192.168.4.14 GET /Content/css/custom.css - 80 DOMAIN\mdykens 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home/makeform 404 0 2 0
    2019-10-03 19:56:31 192.168.4.14 GET /bundles/jquery - 80 DOMAIN\mdykens 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home/makeform 404 0 0 15
    2019-10-03 19:56:31 192.168.4.14 GET /Content/js/ - 80 - 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home/makeform 401 2 5 15
    2019-10-03 19:56:31 192.168.4.14 GET /Content/js/ - 80 DOMAIN\mdykens 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home/makeform 403 14 0 0
    2019-10-03 19:56:31 192.168.4.14 GET /bundles/jquery - 80 DOMAIN\mdykens 192.168.2.11 Mozilla/5.0+(Windows+NT+6.1;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/77.0.3865.90+Safari/537.36 http://DOMAINscsm02/Home/makeform 404 0 0 0
    
    Please help me decipher this. I've given domain\everyone read and execute access to the /Content/js/ folder, and made sure permission were inheriting down. Thanks in advance!

    Thursday, October 3, 2019 8:22 PM

All replies

  • Hi Mitchell,

    Since this problem occurred randomly, we can't reproduce it in the experimental environment. And due to limited resource, it's not suitable to be handled in the forum. Per my personal experience, I suggest you contact Microsoft telephone technical support for more efficient help.


    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Friday, October 4, 2019 9:46 AM
  • If the user has successfully logged the ticket, you may get the work item number and check who is the affected user?  Does your portal run with pass-through authentication?

    YSobhdel

    Wednesday, October 30, 2019 3:14 PM