Support Solutions Shadowing

Unknown
Unknown
edited July 2021 in Support Agents

This is a discussion for reports of what happened during SSO calls with clients.


SEI-Capella Call - https://vanilla.freshdesk.com/a/tickets/99524

Issue

Employee can not log in. Seems email is not being passed over.

Notes

SEI has a very customized SSO setup. MuleSoft handles profiles. SAML calls to EmployeeID, Name and Email information.

Patrick had the user show the sign-in issue, then checked the logs for the error. After identifying error, verified that it seemed to be isolated to a single user (the one reporting the problem).

User was part of a merger with SEI, so their user was originally created a bit differently then other users. The profile service (MuleSoft) that SEI uses was passing over an EmployeeID number that was longer than the SSO was expecting. This caused SSO to fail.

After identifying that issue was tied to how user was configured on SEI's end, the dev on the call took ownership of issue.

Comments

  • Unknown
    Unknown

    ScrabbleGo - CSM Scheduled Call


    Issue: SSO Implementation Not Working


    Notes

    Immediate issue was that embed was from local host which made initial troubleshooting much more difficult.

    Unable to scroll within Dashboard when using embed

    EasyXDM used for embed. PK advised that issue seemed front-end - refocused call on SSO.


    SSO Error: "Verify Correct ISS" (ISS = Issuer )

    Login attempt resulted in profile being created but no session starting

    Patrick found that the incorrect issuer URL was assigned in SSO settings.

    image.png

    Reset to correct URL.

    Resolved.

  • Unknown
    Unknown

    XOGroup Call - https://vanilla.freshdesk.com/a/tickets/97990

    Issue: Login failing when jsConnectv3 was being used.


    Notes:

    • Client has customization in playce that calls to XoGroup main page to make sure that they're still signed in. Maybe related?
    • When sign-in attempted with v3 protocol enabled, error served: "Client parameter is missing."
    • jsConnectv2 seems to work fine
    • Sign-In Method on staging : Click on category - click 'New Discussion' - sign in when prompted.


    PK got an idea of the problem and may have an idea for resolution. Another call may be required.

  • Akismet
    Akismet

    Issue: Client (Oracle) signed into site, and lost an expected role (admin).

    https://higherlogic.zendesk.com/agent/tickets/252313


    Breakdown of Issue:

    This has happened twice to Oracle users trying to log into the CCC-dev site recently.  I'm a bit at a loss at what may be causing it.  

    I found the action in the logs:

    image.png

    RoleID: 16 is definitely the admin role (https://community-dev.oracle.com/customerconnect/role/edit/16).  

    It is set to not be affected by hub syncs: 

    image.png

    On the dev-hub: https://community-dev.oracle.com/hub/user/browse?Keywords=prateek&Go=Go, the user is only set as 'ORACLE EMPLOYEE'

    image.png

    On CCC-dev: https://community-dev.oracle.com/customerconnect/user/browse?Keywords=prateek&Go=Go

    image.png

    ----------

    PK's solution:

    Got it!

    So you can set roles so that they are synchronized with the hub. But that gives them a status whereby the user always has to have it passed over or it will be removed:

    From Dev

    image.png

    from prod:

    image.png

    Here's what the code says:

    https://github.com/vanilla/vanilla-cloud/blob/master/cloud/plugins/sitenode/SiteNodePlugin.php#L307

    What you are seeing in the log where he has the role is just before the role is taken away. I have removed that setting and restored Admin to Prateek. Can you get him to log in to test. If I'm right we will have to manually restore the lost roles.

  • Unknown
    Unknown

    Issue: Acer complained that on a new site, they were seeing an unexpected 'blank' box appear when signing in via SSO.

    From PK:

    That little blank popup is the default behaviour of Vanilla because even if you are doing SSO it tries to open that little Sign In modal window. You can always remove it by adding:

    "Garden": {
    "SignIn": {
            "Popup": false        }
}

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