ITSM 7.x: Users unable to log into Self Service

Version 1

    Details

     

    Note: This article is for the ITSM 7.x releases.

    When users try to access the Self Service web page they are getting error message: You don't have administrative privilege !

    This article has a possible solution for this issue.

     


    Resolution

    This error normally indicates an issue with the Licensing.  When the Self Service license is not available the system automatically redirects to the Web Administrator URL.  This can seen by looking at the URL in the Web Browser - it will have "AdminUI" added to the end of it.  For example: http://ITSM274/SelfService/AdminUI/


    Only users who have the Administrator Role linked to their Employee record can log into the Web Administrator.  Most employees who use Self Service only have the Self Service Role linked to their Employee record so they receive the "You don't have administrative privilege !" error.

    To check the state of the licensing for Self Service:

    1) Log into the Web Administrator with an account that does have the Administrator role
    2) Click on the License Server link:
    A page will be displayed with the current status of the License Server.

    For example:
    The above screenshot shows that there is an issue with the License Server.  This particular error means that the FrontRange (or HEAT) License Authentication Service Service is not running.

    To solve this error the FrontRange (or HEAT) License Authentication Service Service needs to be started and then click on the "Restart licensing" push-button on the page.  This should cause the Server Status to change to "Online" and show the IT SelfService module as being Licensed:
    Users will now be able to log into Self Service.

    There are other errors that can be shown for Server Status that will detail what the issue is and will help to diagnose the problem.

    Depending on the error if the FrontRange (or HEAT) License Authentication Service Service is already running the first thing to try is to click on the "Restart licensing" push-button to see if that resolves the issue.

    If that does not work contact support with the error message shown in Server Status for assistance.