The following article will explain a variety of common permission issues and how to resolve them!
- Issue with new Row-Level Security permissions
- SSO Log-In Issue
- Hidden Projects or Environments
- Deactivated User Account Issue
- Service Outage Scenario
Issue with new Row-Level Security permissions
Symptom
A user has new permissions added to their profile with Row-Level Security, but the user is unable to access data.
What's going on
Frontdoor user names are case-sensitive. The user name in Row-Level Security may not match the user name entered in Frontdoor.
Solution
Check the user name in the Row-Level Security table and ensure it matches with their Frontdoor user information. See Apply row-level security for more information.
SSO Log-In Issue
Symptom
A user's permissions have been modified through Frontdoor, and their SSO login no longer works as intended.
What's going on
User permissions managed by SSO must be changed within the SSO system. If you change an SSO user's permissions in Frontdoor Environment Access, then Frontdoor's settings will take priority.
Users whose permissions are managed by SSO will be highlighted yellow in the Environment Access page.
Solution
- Open the article Manage user access to environments and follow the instructions in the Revoke Access section. This will Revert a user back to SSO-granted roles.
- The user logs in with SSO and confirms whether their user permissions are working as intended. If issues persist, please contact Customer Support.
Hidden Projects or Environments
Symptom
Some users are unable to see a project or environment in Frontdoor.
What's going on
It is possible to restrict environments and projects to specific roles. As a result, some users may not have the correct roles assigned to gain access.
Solution
Modify the role restrictions for your project or environment, or modify user roles to match the current restrictions. See the following articles for more information:
Deactivated User Account Issue
Symptom
A user account is incorrectly listed as deactivated, or has been deactivated just after creation.
What's going on
During user account creation, there is a checkbox option called Active that must be checked when confirming a new account. For more information, see Manage users.
Solution
- In the Users section of Access Administration, find the deactivated account and can click Edit.
- Click the Activate button under Manage User Status, then save your changes.
Service Outage Scenario
Symptom
All users are unable to access Apptio.
What's going on
There may be a technical issue with your Apptio environments or Apptio's system.
Solution
Contact Customer Support to report the issue and check Apptio outage status.