Trouble shooting Self Service Portal log on issues on the Service Desk

When a user lets us know that they are unable to log in to the Self Service Portal there are a few you can check.

If the message says Authorisation Failure, please check your customer ID and / password and try again, check that they are using the correct username.

Hosted Application Schools

Check if they ever log into Hosted Apps.

• If they don’t, reset their password using the VPN option.

• If they do log onto Hosted Applications get the the user to try again or type it out into a word document to check that the password is being typed correctly.

If that fails, by then the account is likely to have locked*. If that is the case they will need to wait for 10 mins before trying again.

In the meantime  in Supportworks open the Customers Properties form for the customer and check that on the Service Desk Access tab the Selfservice Password looks like this _ADS:z.new01@simsnet.local (replacing the z.new01 part with the Customers AD login) and under Selfservice Rights there is a tick in Allow access.

Non Hosted Application Schools

Get the the user to try again or type it out into a word document to check that the password is being typed correctly.

If that fails, by then the account is likely to have locked*. If that is the case they will need to wait for 5 mins before trying again. Reset their password and then tell them to wait 10 minutes before trying the new password.

In the meantime  in Supportworks open the Customers Properties form for the customer and check that on the Service Desk Access tab the Selfservice Password looks like this _ADS:z.new01@simsnet.local (replacing the z.new01 part with the Customers AD login) and under Selfservice Rights there is a tick in Allow access.

If they are still unable to remote in and happy to give you the password, you can try it yourself by going to selfserve.scomis.org to make sure it works – you will not need to log on to their machine to try this.

If any of this fails escalate to S+N team.

*Note, 3 login failures where the username is correct will lock it in Supportworks, 5 will lock it in Active Directory.

Reviewed 27/05/2015