Troubleshooting and Support

“Action not authorized” info message after triggering UI Action

The (error-)message “action not authorized” can occur, if

1. the current user has no permissions for UI Action (ask admin for permissions)

2. a UI action is falsely triggered (the condition for UI action is false)

Example

A Business Rule and a UI Action for “Create in SolMan” are active.

Upon “Save” of the ticket the BR is triggered. Since it is asynchronous, the results are not shown instantanously (a SolMan Guid/Id are not updated right away).

If the page is not reloaded the condition for UI Action “Create in SolMan” seem true (button is shown), but if triggered the UI Action is not allowed to run, since the ticket has been synchronized before.

Solution suggestions

• Adjust Conditions of BR and UI Action, so that they don’t interfere with each other.

• Activate only UI Action or BR

• refresh the page after save, if BR is active.

No synchronization (BR and UI Action don’t work)

If you don’t have the required role x_calmg_cc4.cc4, you won’t be able to trigger CC4 synchronizations. Please contact your administrator to get the needed role.

No synchronization due to invalid user

If you get errors suggesting that the user does not exist in SAP system, make sure the user you want to synchronize is mapped correctly on SAP side (recommended is SNOW-user-id and SAP e-mail of BP with e-mail conversion)

Request Support

For any request of support and features, please contact our support desk:

Cross ALM - Support and Helpdesk

You can also find it under “All -> Contact and Support -> Help  Desk”.