"Failed: Unable to retrieve incident details" appears during a Test Connection operation while attempting to configure Data Loss Prevention connectivity in the Data Insight Console
Article ID: 100032085
Updated On:
Description
Error Message
From the DI Console:Failed: Unable to retrieve incident details
From the webserver0.0.log file:
WARNING: #{646} [DlpSettingsServiceImpl.testDLPConnection] Test DLP connection : Failure com.symc.matrix.core.shared.MxException: Failed: Unable to retrieve incident details
Cause
This issue occurs because the DLP User Role specified does not have the appropriate permissions to view Discover Incidents for the Report IDs that are specified in the DI Console.
Resolution
To resolve this issue, ensure that the DLP User Role has the appropriate permissions. The two main requirements of this role are described below.
Note: Screenshots were taken from DLP version 14. If using a different version of DLP, the layout of this information may be different.
Make note of the DLP user role being used. In this example, it is DLPRole. This is the role that will need to be modified in the DLP console in order to resolve this issue.
1. From within the DLP console, go into the DLP user role that is being used when attempting to configure DLP, in the DI Console (see Figure 1):
System > Login Management > Roles
Figure 1
2. From the Roles view, select the user role used by Data Insight. In this example, DLPRole (see Figure 2)
Figure 2
3. Ensure that the user role is configured to allow users in this role to view Discover Incidents as shown in Figure 3:
Figure 3
4. Ensure that the user role is configured to allow users in this role to discover Location under the Display Attributes section as shown in Figure 4:
Figure 4
5. Once configured properly, save the changes and attempt the Test Connection operation in the DI Console again. This should now return "Success."
Figure 5
It is possible that there are other methods of configuring this user role that could result in permission related issues, even with both of the above options set appropriately. If that is the case, there is an additional troubleshooting step that can be taken to confirm if it is a permission related issue.
1. Log in to the DLP console using the user account that is being specified in the Data Insight console when configuring DLP connectivity.
2. Under Incidents > All Reports, select the Saved Report(s) that Data Insight is configured to use (DLP Saved Report IDs).
Note: Hovering over the report name should provide the Report ID to confirm the proper report is being investigated
3. Once viewing the report information, attempt to open specific incidents by selecting the hyperlink of the incident ID under the ID/Policy column as shown in Figure 6.
Figure 6
If the user does not have permissions to view the incident details, then Data Insight will not be able to successfully test connection. This issue must be addressed on the DLP side before Data Insight will be able to successfully test connections.
Note: Screenshots were taken from DLP version 14. If using a different version of DLP, the layout of this information may be different.
Make note of the DLP user role being used. In this example, it is DLPRole. This is the role that will need to be modified in the DLP console in order to resolve this issue.
1. From within the DLP console, go into the DLP user role that is being used when attempting to configure DLP, in the DI Console (see Figure 1):
System > Login Management > Roles
Figure 1
2. From the Roles view, select the user role used by Data Insight. In this example, DLPRole (see Figure 2)
Figure 2
3. Ensure that the user role is configured to allow users in this role to view Discover Incidents as shown in Figure 3:
Figure 3
4. Ensure that the user role is configured to allow users in this role to discover Location under the Display Attributes section as shown in Figure 4:
Figure 4
5. Once configured properly, save the changes and attempt the Test Connection operation in the DI Console again. This should now return "Success."
Figure 5
It is possible that there are other methods of configuring this user role that could result in permission related issues, even with both of the above options set appropriately. If that is the case, there is an additional troubleshooting step that can be taken to confirm if it is a permission related issue.
1. Log in to the DLP console using the user account that is being specified in the Data Insight console when configuring DLP connectivity.
2. Under Incidents > All Reports, select the Saved Report(s) that Data Insight is configured to use (DLP Saved Report IDs).
Note: Hovering over the report name should provide the Report ID to confirm the proper report is being investigated
3. Once viewing the report information, attempt to open specific incidents by selecting the hyperlink of the incident ID under the ID/Policy column as shown in Figure 6.
Figure 6
If the user does not have permissions to view the incident details, then Data Insight will not be able to successfully test connection. This issue must be addressed on the DLP side before Data Insight will be able to successfully test connections.
Issue/Introduction
When configuring DLP (Data Loss Prevention) connectivity in the DI (Data Insight) console, the "Test Connection" operation fails with the error: "Failed: Unable to retrieve incident details"
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