'Integrated Logon Failed' for single user

Version 6

    Verified Product Versions

    Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xAsset Manager 2016.x



    This is usually occurring for a new hire, or a user who has been reactivated within Service Desk.  When the user attempts to log into the integrated web access framework, they get an error message stating 'Integrated Logon Failed.'



    1) Verify that the integrated framework is working for other users, and that only the single user is effected.

    2) Verify that the user experiencing the issue has a valid network login entered into Service Desk.

    3) Verify that the user has at least one role in Service Desk.

    4) ***One of the most important and easily overlooked steps*** - Especially if it's a new Analyst experiencing the issue, make sure they have a license allocated to them!  To check on this, log into the Console as SA, go to Administration > License Maintenance > Manage User License Allocation.  If you see the effected user listed in the left column, add them to the right column to give them a license.  Have the user refresh their browser and test.

    5) Lastly, if you haven't solved it by step 4, they could also have a duplicate entry in the database.

              ***The following script can be modified by replacing 'testuser' with the desired NetworkID***


    select tps_name, tps_network_login
    from tps_user
    join tps_user_network_login on tps_user.tps_guid = tps_user_network_login.tps_user_guid
    where tps_network_login like'%testuser'

    6) Either delete or rename the duplicate entry that is interfering.  Make sure the tps_user_guid in the tps_network_login table matches the tps_guid in the tps_user table for the correct account.  Retest.