SCSM 7.5.74870.0 - random users getting 'failed. the user does not have sufficient permission' when submitting a service request RRS feed

  • Question

  • Hello,

    We are running Microsoft system center 2016 service manager 7.5.74870.0

    Random users at random times submit a service request and receive an error message ‘Failed. The user xxxxx does not have sufficient permission to perform this operation.”  .  The user in the error message is different than the user submitting the ticket.   

    The service request is logged, however, it was not merged with the service request template.  The service request is created with a ‘submitted’ status since the workflow on the template did not appear.   In looking at the service request history, the service request is created by the username in the error message instead of the SCSM account name.

    The event logs on the portal server show an evenevent id of 26319 with the ‘does not have sufficient permission error’ below.

    The user submitting the ticket does have access to all queues in the user role.

    Any ideas?

    An exception was thrown while processing ProcessDiscoveryData for session ID uuid:45f1e184-08c0-407e-a350-18b4cca17f49;id=5168.

     Exception message: The user xxxxxxx  does not have sufficient permission to perform the operation.

     Full Exception: Microsoft.EnterpriseManagement.Common.UnauthorizedAccessEnterpriseManagementException: The user xxxxxxxx does not have sufficient permission to perform the operation.

       at Microsoft.EnterpriseManagement.Mom.DiscoveryDatabaseAccess.ManagementStoreAuthorization.Authorize(DiscoveryDataInstance discoveryDataInstance, IAuthorizationService authService, Boolean useProcessContext, WindowsIdentity identity, DatabaseConnection databaseConnection)

       at Microsoft.EnterpriseManagement.ServiceDataLayer.DiscoveryDataManager.DiscoveryPackageIncrementalProcessingHandler.AuthorizeEntityObjects(DatabaseConnection databaseConnection, Guid discoverySourceId, IContext context, IList`1 packets)

       at Microsoft.EnterpriseManagement.ServiceDataLayer.DiscoveryDataManager.DiscoveryPackageIncrementalProcessingHandler.ProcessIncrementalDiscoveryData(DatabaseConnection databaseConnection)

       at Microsoft.EnterpriseManagement.ServiceDataLayer.DiscoveryDataManager.DiscoveryPackageIncrementalProcessingHandler.Process()

       at Microsoft.EnterpriseManagement.Mom.DiscoveryDatabaseAccess.DiscoveryPackageProcessor.ProcessWithRetry(HandleProcessing handleProcessing, RetryPolicy retryPolicy)

       at Microsoft.EnterpriseManagement.ServiceDataLayer.DiscoveryDataManager.ProcessDiscoveryDataWithRetry(DatabaseConnection dbconnection, Guid discoverySourceId, IList`1 sdkEntityInstances, IDictionary`2 streams, IContext context)

       at Microsoft.EnterpriseManagement.ServiceDataLayer.ConnectorFrameworkConfigurationService.ProcessDiscoveryData(Guid discoverySourceId, IList`1 entityInstances, IDictionary`2 streams, ObjectChangelist`1 extensions)


    Deleting the users IE temporary files seems to fix the issue, however, this is happening more frequently for different users.

    We have deleted the health check files.

    Thank you

    Thursday, February 1, 2018 12:31 PM

All replies

  • It‘s always the same „wrong username“ that is shown in the error message? Or it‘s always a different username in the error message?

    Andreas Baumgarten

    Thursday, February 1, 2018 9:15 PM
  • Not always the same name in the error message, but the name is different than the person submitting the request.
    Friday, February 2, 2018 11:44 AM
  • We are experiencing absolutely the same issue with event id 26319 in SCSM 2012 R2 UR9, requests get stuck in submitted status. We tried granting advanced opertator rights for all users, clearing cache, changing IIS caching settings and lots of more but none of them seems to help.  Issue still occurs from time to time.
    Monday, October 1, 2018 2:38 PM