Victor Posted August 1, 2018 Share Posted August 1, 2018 If you getting this error message when you try to log in: This happens because the user trying to log in has one or more roles associated to them that are reserved system roles. Most likely these are Hornbill Service Manager System Role and/or Hornbill Service Manager Reserved Role. However any other system role will cause this issue (e.g. Hornbill Project Manager System Role) Please remove these roles from all your users as these roles (mentioned in the description) should not be associated to a user. The issue should be resolved for the affected users once the roles has been removed. EDIT1: added information about the Hornbill Service Manager Reserved Role EDIT2: added information about system roles (not necessarily Service Manager system roles) Link to comment Share on other sites More sharing options...
Michael Wrightson Posted August 1, 2018 Share Posted August 1, 2018 thank you thats worked Link to comment Share on other sites More sharing options...
Victor Posted August 1, 2018 Author Share Posted August 1, 2018 All instances where the admin account was affected by the issue had the Hornbill Service Manager System Role had the role removed from the admin account. Every instance should now be able to use the admin account to fix the issue for any other affected user. Link to comment Share on other sites More sharing options...
Harry Posted August 1, 2018 Share Posted August 1, 2018 Hello, I can't even login as Admin, so how am I supposed to check if the role is there or not? Kind regards Harry Link to comment Share on other sites More sharing options...
Victor Posted August 1, 2018 Author Share Posted August 1, 2018 @Harry - it seems the admin account from your instance had the Hornbill Service Manager Reserved Role associated to it. This is another role that should not be granted to a user... we have removed this role from the admin account in your instance so you can use it now to log in. Please make sure you are using the admin account (with ID admin) and not another account with admin rights. Link to comment Share on other sites More sharing options...
Harry Posted August 1, 2018 Share Posted August 1, 2018 Thank you, that worked Link to comment Share on other sites More sharing options...
dwalby Posted August 1, 2018 Share Posted August 1, 2018 Today I seem to have lost access to view/edit the Service Catalog, could this be related? Link to comment Share on other sites More sharing options...
Victor Posted August 1, 2018 Author Share Posted August 1, 2018 @dwalby 48 minutes ago, dwalby said: Today I seem to have lost access to view/edit the Service Catalog, could this be related? Yes, in the way that both your issue and the one discussed here are steaming from the same set of changes... however your issue is actually the one raised here: 1 Link to comment Share on other sites More sharing options...
dwalby Posted August 2, 2018 Share Posted August 2, 2018 @Victor thanks, all sorted Link to comment Share on other sites More sharing options...
gwynne Posted August 10, 2018 Share Posted August 10, 2018 Hello I cant log in as admin either, please can someone fix the instance G Link to comment Share on other sites More sharing options...
Victor Posted August 10, 2018 Author Share Posted August 10, 2018 @gwynne actually the issue your experience is somehow different. Nonetheless we are fixing it now. Will let you know when done. Link to comment Share on other sites More sharing options...
Victor Posted August 10, 2018 Author Share Posted August 10, 2018 @gwynne - this issue is now fixed. As mentioned above the issue was different than what is being discussed here therefore there is no action required from you. Your users should be able to log in as usual. Link to comment Share on other sites More sharing options...
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