Aaron Carter
-
Posts
28 -
Joined
-
Last visited
Content Type
Profiles
Forums
Enhancement Requests
Posts posted by Aaron Carter
-
-
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
Request Import Tool Issue - Customers can't view their requests until manual customer update
in Integration Connectors, API & Webhooks
Posted
@Martyn Houghton
These are internal co-workers
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