Access Procedures for External Vendors Town and Country and Trane

Issue

External users from vendors Town and Country and Trane receive the error message: "Authentication Failed, Not entitled to use the system" when attempting to access the Horizon Omnissa (VMware) system.

Environment

  • Omnissa (VMware)
  • SuperVault
  • User Groups: NR-TownAndCountry and NR-Trane (SuperVault groups for external vendors)

Information

Town and Country and Trane are vendors that use Omnissa (VMware) remotely for administrative tasks related to wiring, door access services, and Trane/Tracer service access. External users for these vendors are managed through the groups NR-TownAndCountry and NR-Trane in SuperVault.

Note: NR-TownAndCountry currently has only one active external user, Brian Smith, who specifically accesses the system for Town and Country.

Resolution

Verify and Update Group Membership

  1. Ensure the affected user is correctly added to their respective group (NR-TownAndCountry or NR-Trane) in SuperVault.
  2. Confirm that usernames include the -EXT suffix to denote external user status (for example: briansmith-ext).

Reauthenticate the User

  1. Instruct the user to log out of the Omnissa (VMware) client.
  2. Have the user log back in to refresh their access entitlements and security tokens.

Escalation

If access issues persist after verifying membership and reauthenticating, escalate the matter to the following team responsible for firewall and Omnissa (VMware) pool settings:

  • Primary Contact: Infrastructure

Cause

Access issues generally occur due to missing or incorrect entitlements in the Omnissa (VMware) environment. This is typically caused by users not being properly added to the necessary SuperVault groups or settings requiring adjustment within the network firewall or virtual desktop pools.

 

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