Bug 1378303

Summary: Unable to view case list or individual cases
Product: Red Hat Customer Portal Reporter: Mike McCune <mmccune>
Component: Support CasesAssignee: Renu Jhamtani <rjhamtan>
Status: CLOSED CURRENTRELEASE QA Contact: dkoul <dkoul>
Severity: high Docs Contact:
Priority: unspecified    
Version: unspecifiedCC: amatlack, bkunal, daniele, dconsoli, etowns, jblashka, jmclean, jtrantin, kmccaule, mimoore, mmccune, skeshari, sshumake, vkumar
Target Milestone: ---Flags: jtrantin: needinfo? (vkumar)
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Hardware: Unspecified   
OS: Unspecified   
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Last Closed: 2016-11-15 11:10:35 UTC Type: Bug
Regression: --- Mount Type: ---
Documentation: --- CRM:
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oVirt Team: --- RHEL 7.3 requirements from Atomic Host:
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Description Flags
gif movie of the loop behavior none

Description Mike McCune 2016-09-22 04:45:52 UTC 
Created attachment 1203579 [details]
gif movie of the loop behavior

Often when attempting to view a case on the customer portal, eg:

https://access.redhat.com/support/cases/#/case/01676204

or just the top level case list:

https://access.redhat.com/support/cases/

I get into a loop in the browser where it just re-renders the page repeatedly.

You can view a GIF of this here:

https://mmccune.fedorapeople.org/scratch/portal-loop.gif

I've tried clearing cookies but it continues to loop.
Comment 10 Mike McCune 2016-10-15 19:37:16 UTC 
Tried clearing cookies and the loop no longer happens but now I just a dump of HTML on the login re-direct.

See screenshot:

https://mmccune.fedorapeople.org/scratch/portal-html-login.png
Comment 11 Daniele Palumbo 2016-10-16 11:55:13 UTC 
I have the same issue too.
One possible workaround: hit the logout url.
Then hit login url, and login with your user.
Comment 12 Mike McCune 2016-10-24 13:08:40 UTC 
Back to getting the loop again in Firefox
Comment 14 Jonáš Trantina 2016-11-02 08:51:12 UTC 
After looking into this, it seems there might be something wrong with the SSO, since PCM only relies on the rh_sso cookie. If it's not there or isn't valid, it redirects you to SSO to login, SSO should take care of writing the rh_sso cookie and redirecting you back to Portal. If there is a loop, it might mean SSO is not doing it's job correctly. To further support this fact, clearing cookies (logging out) helps and authentication works fine then, according to the customers.

Tagging SSO team to have a look, they might have an idea what is going on.
Comment 18 Renu Jhamtani 2016-11-14 08:19:47 UTC 
Update on the defect:

A complete revamp of the authorization model is being planned to go live this week. This would solve the redirection problem we are having.  Sorry for the inconvenience caused.

I would update this defect once the revamp of the authorization model is pushed.

Thanks,
 Renu
Comment 19 Renu Jhamtani 2016-11-15 11:10:35 UTC 
The new SSO changes (authorization model) is now live for PCM. You should not get this bug in PCM now. 

Please reopen if you still face issue.