Troubleshooting Self-Service Portal Issues in SCSM 2012– Your Request Could Not Be Submitted

Troubleshooting Self-Service Portal Issues in SCSM 2012– Your Request Could Not Be Submitted

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What do you do when you get a screen like this?

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Not exactly a lot of information to go on there.

Don’t worry, we have a Silverlight log file that system admins can grab to see the details of what the problems are.

Here’s how to find the log file.

1) On the user’s computer that is having the problem, logged in as their profile go to the %appdata% directory.

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Leads you here:

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2) Then go up one directory.

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3) Then go down into LocalLow\Microsoft\Silverlight\is.  You’ll see something like this:

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4) Then in the search box search for s*.log

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5) That should filter things down to a single .log file – SMPortalTrace.log

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Since the path is generated I can’t give you the exact path.  The easiest thing to do is search for it.  Example from my system:

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Keep in mind that this log file exists per user in the user’s appdata folder.

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  • Hi Travis,

    Here is the log file: The interesting is that the user can create Incidents with no issue. But within some Service Offerings the user cannot create Service Requests. I couldnt find the source of the issue causing this problem... Using SCSM 2012 RTM.

    Error,2013-01-02 15:26:28.0869140,Failed to create request.,Microsoft.EnterpriseManagement.Presentation.DataAccess.DataProviderException: Microsoft.EnterpriseManagement.Presentation.DataAccess.DataProviderException: The user DOMAIN\TEST_User does not have sufficient permission to perform the operation. ---> Microsoft.EnterpriseManagement.Common.UnauthorizedAccessEnterpriseManagementException: The user DOMAIN\TEST_User does not have sufficient permission to perform the operation.

      at Microsoft.EnterpriseManagement.Common.Internal.ConnectorFrameworkConfigurationServiceProxy.ProcessDiscoveryData(Guid discoverySourceId, IList`1 entityInstances, IDictionary`2 streams, ObjectChangelist`1 extensions)

      at Microsoft.EnterpriseManagement.ConnectorFramework.IncrementalDiscoveryData.CommitInternal(EnterpriseManagementGroup managementGroup, Guid discoverySourceId, Boolean useOptimisticConcurrency)

      at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObjectProjection.CommitInternal(Guid discoverySourceId, Boolean useOptimisticConcurrency)

      at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObjectProjection.CommitInternal(Boolean useOptimisticConcurrency)

      at Microsoft.EnterpriseManagement.ServiceManager.Portal.DataProviders.CreateRequestProvider.CreateRequest(TemplateReader requestDataObject)

      --- End of inner exception stack trace ---

      at Microsoft.EnterpriseManagement.Presentation.DataAccess.DataProviderCommandMethod.Invoke(CoreDataGateway gateWay, DataCommand command)

      at Microsoft.EnterpriseManagement.Presentation.DataAccess.CoreDataGateway.Execute(DataCommand command)

      at Microsoft.EnterpriseManagement.Presentation.DataAccess.Server.DataAccessService.Execute(TransportDataCommand command)

      at SyncInvokeExecute(Object , Object[] , Object[] )

      at System.ServiceModel.Dispatcher.SyncMethodInvoker.Invoke(Object instance, Object[] inputs, Object[]& outputs)

      at System.ServiceModel.Dispatcher.DispatchOperationRuntime.InvokeBegin(MessageRpc& rpc)

      at System.ServiceModel.Dispatcher.ImmutableDispatchRuntime.ProcessMessage5(MessageRpc& rpc)

      at System.ServiceModel.Dispatcher.ImmutableDispatchRuntime.ProcessMessage31(MessageRpc& rpc)

      at System.ServiceModel.Dispatcher.MessageRpc.Process(Boolean isOperationContextSet)

  • What about Windows XP? Where does the SMPortalTrace.log exist on Windows XP? I cannot find it :(

  • Hi Ozge, I met an exactly same issue with you reported.  Do you find the root cause or any clue?

  • @Ozge & @Yog Li:

    I got the same.

    The Msg is: The user DOMAIN\TEST_User does not have sufficient permission to perform the operation

    This helped me: blog.concurrency.com/.../scsmportalpermisions

  • Hello,

    Same issue here.

    The users can only create the Service Requests if I create a new user role for "Advanced Operator"; not working for the "End User" role.

    Does anyone know how to fix that?

  • Hello, Same issue here. The users can only create the Service Requests if I create a new user role for "Advanced Operator"; not working for the "End User" role. Does anyone know how to fix that?

  • About the error, try adding the user with the problem to the Work Flow Role in Security.

  • In order to create SRs, you must create a role for end users in SCSM under the "Service Request Analyst" role. I created one in SCSM called End Users, but used the SR Analyst role as the base role. I only gave access to the task of "Create Service Request". No other way around this.

  • Sorry, you will also need to give this SCSM role access to the templates that the SRs in their catalog group is trying to call as well.

  • Try this fix - http://www.caseddimensions.com/scsm_self_service_portal/