HHH Posted October 12, 2017 Share Posted October 12, 2017 Hi, I need some help figuring this out. We have a request that one of our organisation managers wanted to see despite not being part of the assigned or supporting teams. So I added him as member to the request. When he logs in he can see that there is a request but he cannot open or view it. See attached screenshot. Is this a bug or is there some setting I have missed. He has the Incident Management User and Collaboration roles and the request is an incident. The request in question is resolved. Link to comment Share on other sites More sharing options...
ArmandoDM Posted October 12, 2017 Share Posted October 12, 2017 Hi @HHH, this is a bug as you can see the total number of requests does not match the number of requests in the list. We will investigate about this issue and get back to you as soon as possible Regards Armando Link to comment Share on other sites More sharing options...
ArmandoDM Posted October 12, 2017 Share Posted October 12, 2017 Hi @HHH, could you please double check that the manager has been added as member to the request, please? For this you need to look at the table h_itsm_requests_members and look for the match h_request_id, h_fk_user_id. Thanks Armando Link to comment Share on other sites More sharing options...
HHH Posted October 13, 2017 Author Share Posted October 13, 2017 @ArmandoDM Thanks for the quick response I have checked and can verify that that user is present in h_itsm_requests_members connected to the correct request ID. Link to comment Share on other sites More sharing options...
HHH Posted October 13, 2017 Author Share Posted October 13, 2017 @ArmandoDM Some more info. We have another manager attached to that ticket as a member and she can see the ticket as intended. She is a member of the team that currently has the ticket, other than that they are the same. A third manager that is not affiliated to any teams is also a member and can view her I'm a member tickets. All can view the ticket if they go directly to the ticket by editing the URL. Link to comment Share on other sites More sharing options...
ArmandoDM Posted October 13, 2017 Share Posted October 13, 2017 @HHH thank you for the additional info. If the user is supposed to see the ticket in the list, then he can see the ticket by editing the URL. The issue is only in the list , missing some results, but this does not prevent the user to see the ticket through his URL. We're currently working to fix this issue. Regards Armando Link to comment Share on other sites More sharing options...
ArmandoDM Posted October 16, 2017 Share Posted October 16, 2017 Hi @HHH the issue has been fixed. It will be avalable in the next version of Service Manager Regards Armando Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now