Aaron Carter

@Martyn Houghton These are internal co-workers h_customer_type is currently set to 2 (I have also tried at 0 and 1) h_container_id is blank h_fk_userid is the email address of the customer h_company_id is blank h_company_name is blank I couldn't find documentation on container, company_id, or company_name. I've been referencing the wiki page: https://wiki.hornbill.com/index.php/Service_Manager_Request_Import_Utility Thanks Aaron

Hi @Martyn Houghton, thanks for the response! This is the line in the log for the customer (using a test account on a sample ticket): 2020/09/08 14:57:47 [DEBUG] User Cached [sterling.archer@domain.co.uk]: Sterling Archer The only warning I receive in the log is for site - I have tried the string name of the site, its int Id and its site code. nothing seems to match. However, I am unsure if this is causing my Issue? As mentioned above, when I view the request as an analyst, I can see all the correct customer details. It is retrieving their manager, department etc. all from their User details in Organisational Data > Users. It's as though it's stuck halfway! If there is other relevant log data, let me know and I can share. thanks Aaron

Hello, I am setting up a one-time migration of our open tickets from the old system to Hornbill. Using the request import tool gets everything across properly on the technician side with correct user assignments for customer, owner etc. However, customers are unable to navigate to their request detail pages. Customers are able to see a list of all their open requests, but when they click to view an individual ticket the page only displays "You do not have permission to view this request". From my account in the service manager, I can see that the customer has been correctly found in Hornbill users. The customer details in the requests shows their manager etc. If I re-assign the customer to the same ticket manually through the service manager, the customer is then able to view specific tickets. Is there something I can do to fix this issue without manual reassignment? Thanks Aaron