Users are Unable to Access PPM URL through SSO

Products

• Clarity PPM SaaS

Issue/Introduction

Users receive an HTTP Error 500 when they attempt to reach the PPM URL through SSO. This started happening after the user was deactivated in the OnDemand portal and reactivated. 

Environment

Release : 15.7.1

Component : CA PPM SAAS APPLICATION

Resolution

 Click on Save on the user details in the portal to get the users re-added to LDAP for this error to no longer occur. 

The issue here is only when a user is deactivated in Portal and reactivated after a while, the user needs to be updated in Portal or via the ODUM tool. Without this extra setup simply reactivating will not update the underlying store and user cannot login.

If reactivation needs to be done in bulk (instead of clicking Save on each user individually), the ODUM tool can be used to reactivate the user and then update the user via ODUM tool to make sure user is updated in all stores.