Common problems inviting users to the platform

Products

• CloudHealth

Issue/Introduction

Issues may occur while inviting users to the platform.

Please see below for a list of common problems and suggested resolutions.

Resolution

1. Not an 'Administrator' Role:

   It is important to ensure that the role of the individual attempting to invite a user is an Administrator. While custom roles can be created, the following 3 roles are standard roles configured in the platform:

   • Administrator Role (Standard Role) - Privileges to do everything, including managing users, roles and organization. Only a system-defined Administrator role can invite users to the Platform.
   • Power User Role (Standard Role) - Privileges to do most thing, except manage users, edit own role, which organizations or manage organization.
   • Standard Role (Standard Role) - Read only privileges, except saving reports.

   The same role permissions apply for Role Documents (under FlexOrgs).

2. Invite User button is disabled:

   This is likely due to incorrect roles and permissions being linked to the user attempting to invite.

3. User with same email address already exists:

   If you receive the error, "An error occurred while inviting [email protected]. Please try again." while trying to invite a new user, it's most likely that the user already exists in the platform but may be associated to a different organization or account. If the user's email is not listed within Setup > Admin > Users please file a support case and include the user details.

4. SSO is configured:

   Another common reason a new user cannot be added is that SSO is configured for the tenant, which prevents direct invitations from the platform to be available. New users must be added via the SSO service provider.

   When SSO is enabled, you can no longer invite users from the platform directly and user management will now be handled through your identity provider. Users are added to by first providing them with the proper role within your SSO identity provider (i.e. Okta) and then having them log into the platform.

5. Invite email is being filtered:

   Often the initial invite email can be filtered by the end user email system. Check the bulk/spam email folders for a message from '[email protected]' with the subject 'Invitation to VMware Tanzu CloudHealth'. The cloudhealthtech.com domain may need to be whitelisted within the email provider's configuration.

6. Invalid credentials:

   The user invite email includes a temporary password for initial login. Be sure you do not include any extra spaces when you copy the password from the email, as the credentials will be rejected.