I’ve had a ticket open for a bit trying to figure this one out, but no luck, so thought I could try the community.
We use Google SSO for all logins - this connection has been up and working pretty flawlessly until the last few weeks. Now, when we get a “new to IQ” user trying to login to IQ, they get an error message saying: “Login failed: That user is not set up in IncidentIQ”. (When I say new to IQ - we had some users that have been here for months just try logging into IQ for the first time getting that message, as well as brand new users trying to login). I see their account info being created with the Google SSO integration within IQ, but for whatever reason it is not letting them login. Any help or thoughts would be appreciated. Thanks!
Ask support if they can re-index your site and see if that does anything.
I mention that because we use Google SSO integration as well currently, we had instances before where accounts were being created, but the staff at the school could not see the account in a custom view or create tickets for them because they wouldn’t populate anywhere. I was able to see where the account was created, and click on the creation record to pivot from Google SSO to the user’s profile page in iiQ, but outside of that they didn’t show up in global search, etc. - it’s possible this could also apply to logging in? The issue for us ended up being our indexes were not updating properly and new users/accounts were experiencing some strange behavior. Support was able to re-index our instance and resolve the issue.
I see you did create a support ticket and I’m in contact with the assigned agent to help you get this issue resolved on the ticket.
That is greatly appreciated.
Can you elaborate on where you are seeing that? When I look at my authentication status for google sso, it does show the auth token as valid and it seems to be working?
That is greatly appreciated.
Can you elaborate on where you are seeing that? When I look at my authentication status for google sso, it does show the auth token as valid and it seems to be working?
Hey, I went ahead and updated the ticket with this information. I don’t want your site interface show on a public site so I went into the full detail on the support ticket.
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