Solved: Helpdesk not able to access Ciscoview

brwong6372 · ‎04-24-2007

Created a local account and gave it helpdesk role but cannot view any devices in Ciscoview 6.1.5. Get the following error message:

Message

Failed to open device 172.17.251.5.

Cause

Device doesn't exist or there is problem with DNS resolution.

Action

Please verify the device existence and its hostname to IPAddress resolution

I am able to view devices in Ciscoview with any other account that has Sys Admin role or if I change the helpdesk account to Sys Admin role. Problem is that I cannot give the helpdesk Sys Admin rights throughout Ciscoworks. Any ideas on why this may be happening. Per the Permission report I ran, helpdesk role should have read access to Ciscoview.

Joe Clarke · ‎04-24-2007

If you have access, http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsg26840 will give you the details. Basically, CiscoView read-only access requires Network Admin privileges in LMS 2.6. The fix restores the previous behavior of allowing Help Desk users to use CiscoView.

View solution in original post

Joe Clarke · ‎04-24-2007

This is a known bug, CSCsg26840. A patch is available by opening a TAC service request, and referencing this bug ID.

brwong6372 · ‎04-24-2007

Thanks! Do you have a link to some documentation regarding the bug? I wasn't able to find it on Cisco's website. Thanks again

Joe Clarke · ‎04-24-2007

If you have access, http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsg26840 will give you the details. Basically, CiscoView read-only access requires Network Admin privileges in LMS 2.6. The fix restores the previous behavior of allowing Help Desk users to use CiscoView.