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All roles removed from Support Users, causing login issues amongst Momentus staff

Nicole Loh

Zendesk Ticket: https://ungerboeck.zendesk.com/agent/tickets/387220
Account: Momentus 
Region: APAC
Articles used in your research: NA
 
General
Business impact if not resolved: Momentus team members are unable to log in to customer's site using SSO for troubleshooting or training. 
Short Summary of issue (issue description): All roles removed from existing Support Users who have logged in to customer's site causing issues for internal momentus team for troubleshooting/ training. 
Macro Vertical: Internal 
 
This is happening in customer's LIVE environments - both PROD and TEST. 

Customers with this issue so far that I have had to add roles back for consultants: 

a. Edith Cowan (ECU)
b. Google
c. Perth Film
d. Arts Culture Trust 


Observed vs. Expected Results: Support users who have previously logged in to the software using SSO are unable to log in because roles are removed from their user. Roles for SSO users should stay as it causes inconvenience during troubleshooting and training. 
 

What does the client want to accomplish: We would like to know what causes the roles to be removed from these support users? No one apart from Support Users have access to these Support Users. 

What is the best practice to get the roles back (apart from having a new support user logging in and assigning the roles)? Is there an SQL that we should be running to get the roles back for support users? What is the reasoning behind USIADMIN not seeing these support users? 

Comments

3 comments

Date Votes
  • Mike Schepker

    I think the support user is based on USIAdmin. Was USIAdmin retired at some point? I believe SRE may have SQL to restore. Cathy Herrick does Nicole need to reach out to SRE to get the support users corrected?

  • Nicole Loh

    Nope, USIADMIN was not retired. I am just worried that once USIADMIN is gone that it creates more work for SRE to enable roles for Support Users. I think Support needs to have a handy tool like an SQL to quickly get the roles back to move tickets/ projects along. 

  • Nicole Loh

    Would also be good to know why the roles were removed… That would either help us identify a bug or a gremlin and have them stop. 

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