Red Hat Bugzilla – Bug 490699
Customers with valid entitlements but duplicate email addresses can not access support
Last modified: 2010-06-18 17:21:20 EDT
Description of problem:
Users that have multiple accounts in CSP that use the same email for communication from each account can not access support from the CSP. This issue has occurred 3 times since 5:00 pm 3/13. Entitlements have been checked and are valid for support for at least one of the customer accounts in all 3 cases.
On 3/13, Grant S. and team identified a bug fix for this that would correct the issue for all affected users, but it does not sound like we can easily obtain a report of how many customers are being affected by this.
Version-Release number of selected component (if applicable):
Log in as nbcjboss, spateli1 or yokomizo.osamu. After selecting 'Support' and Open a New Case, no options are available to open a case. The products the customer is entitled to do not show up, and the option "Other, product non listed" is also unavailable.
Steps to Reproduce:
No products available to open ticket against
Products customer is entitled to show up in support menu.
3 customers in 3 days have raised this issue. I did an analysis of potential scope:
This bug could potentially have impact on 800 users, who use the same email address for multiple accounts. A total of 1783 usernames are impacted. The usernames who may be impacted are attached.
SSOCookie.getLogin returns the email address and SSOCookie.getId return the actual login. This was the result of removing a parameter from the actual cookie value string but not adjusting for that in the SSOCookie class. Changed the CSP login code to get the SSOCookie.getId (login). This fixes the error where users were being logged in via their email address and missing entitlements. csp-mr9 branch version 4687.
Changed to NEW and GOVERNANCEBOARD since we are pushing this out as an
Changed to ASSIGNED and GOVERNANCEBOARD since we are pushing this out as an
Created attachment 335884 [details]
Screenshot of new case dialog for user nbcjboss in STAGE
Verified in STAGE environment:
1. Logged in to www.stage.redhat.com/wapps/sso/jboss/login.html as nbcjboss.
2. Bounced to Production.
3. Browsed to https://support.stage.redhat.com/jbossnetwork/login.html
=> Viewed open cases.
4. Browsed to "new case" -> support.stage.redhat.com/jbossnetwork/restricted/addCase.html
=> Case dialog opens with ability to file new case.
Confirmed by NLugert.
Any idea of the status of this bug?
This is no longer an issue that I'm aware of. Let me know if you want me to close it.
Closed as per comment #8. ;)