CA Service Management

Hi Team!

I have one issue whit an end user, She access to the option My Request/Pending and see the next message "HTTP Status 401" (see the image). I understand that the code error 401 reference to the Unauthorized access.

I try to change the password, unlock the account , change the expiration date (the expiration date was 02/02/2018 tomorrow, this steps was change on active directory) and on Service Catalog change the user's role. The role is Request Manager (Default) and there are only one Business Units. Any idea of the cause of the problem? this error happen only whit one user, other users access without problems.

Thank you. 

Do any of the Service Catalog experts in the community have any thoughts?

Anyone see this before?

Does she have the same problem when logging in from another computer?

Similar to what Pier was getting at, I would recommend narrowing the scope if possible:

-Does the problem persist from another browser/workstation?

-Does this persist in other environments (i.e. dev, test)?

Since 401 is basically invalid credentials, verify if you can login to EEM as this user?

If you can't, the problem is likely with EEM/LDAP. If you can, I would suggest enabling TRACE logging on view.log (Log Levels) and reproduce the problem noting the time. You can then take a look at the view.log and ipoz.log from the EEM server at that time.

Hi Jason, 

Thank you, on another computer the user don't have the same problem, only happen on her computer and if she access since an external network. 

I will try to login to EEM with her account.

regards.

Wincer.........

Were you able to test login to EEM with the problematic user?