Troubleshooting Helpdesk Permissions in ControlUp

A new user inquired about logging for Helpdesk permissions in ControlUp. They are experiencing issues with data collectors communicating with their EUC environment and NetScalers. Other roles, such as ControlUp admins, do not have this issue. The Helpdesk role may not have proper permissions for "Use EUC env" and "Use ADC." A member suggested checking if the Helpdesk role has permission to view the folder containing the data collector. The user found the solution by granting the Helpdesk role access to view the folder. ControlUp has a hybrid environment.

Read the entire ‘Troubleshooting Helpdesk Permissions in ControlUp’ thread below:

Hey all, we are new around here… recently picked up CU. I’m playing with Helpdesk permissions and was curious if there was any logging in place that could point me to which restriction may be preventing a connection? For example, our EUC env, and NetScaler’s error out when connecting with "Data collector xxxx is unavailable." It works fine for Controlup admins.

so you are having issues with your data collectors communicating with ur EUC envirnoment and ur Netscalers?

I dont think so? i think its just a permissions issue. Only a certain role get this error… controlup admins do not and connect fine with in any of the agentless environments.

Have you granted the Helpdesk role the appropriate „Use EUC env“ and „Use ADC“ permissions in Security Policy? (I hope there are some settings I have no console at hand)

are u using service account and have it as a shred credential in the monitor and give the security polcy to the users

@member snap

i have use shared credentials enabled …. View all hypervisors is enabled as well. I don’t see one specific to "use" EUC/netscaler. Those only have a Manage

can u screen shot the error?

Error is very limited, "Data collector servername is unavailable. Please choose a different data collector." I have two data collectors and both return the same error.

Does the helpdesk have permission to view the folder that contains the data collector?

EUC connections use data collectors as pretty much proxy servers. So instead of connecting to your delivery controller (Citrix) or connection server (horizon) directly, it goes via the data collector.

The error message says that your helpdesk role cannot “see” or connect to the machine you designated as a data collector

No… I’ll try that now 🙂

is it hybrid or on prem

@member Hybrid @member That was it Dennis. Thank you!

That’s why @member earns the big money

No doubt! Thanks everyone… I’m going to like it here.

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