Can't View Requests for certain teams

[SJEaton]

Hi

I have views set up for some of my teams but all of a sudden I can't view all requests received for these teams if I select these views.  Ive attached an example of the parameters and what I can see.  I know for a fact there are about 14 other requests logged for these 3 teams so don't know why they aren't showing.  I can see them if I search the teams individually (see third attachment example) so why won't they show on the 'view' I've created?

Sam  

[Victor]

22 minutes ago, SJEaton said:

so why won't they show on the 'view' I've created?

@SJEaton services... the other main visibility factor... 

try and add another criterion.. like service not equal with "a random" service, not related to any service on these requests, perhaps a test service. Then have a look if those "missing" requests are returned in the results...

[Martyn Houghton]

@SJEaton, @Victor

Do you get a different result if you change the parent 'All My Services' to say 'All My Teams' before applying the your view, as in your second screenshot you have selected by Team rather than service subscription.

Cheers

Martyn

[SJEaton]

Hi  @Victor ok adding another random criteria worked.  How weird??

Sam 

[Victor]

39 minutes ago, SJEaton said:

adding another random criteria worked

@SJEaton what is this other criteria?

[SJEaton]

Service is not 'My HR Admin'

[Victor]

@SJEaton right, I thought something like this might do the trick

So, just to make things a bit more clear,  and explain why this worked and why it might look "weird" ( ) when creating custom views, if your criteria does not include teams or service, Hornbill will apply the default visibility restrictions as per your current service configuration: 

• if your custom view does not have a team criterion, the view results will be automatically filtered to exclude requests raised against a team of which the user is not a member of. 
• if your custom view does not have service criterion, the view results will be automatically filtered to exclude requests raised against services which the user's teams are not supporting; 

These filters are applied by default in addition to whatever criteria is specified in the custom view, of course, this is if the conditions are met (i.e. custom view does not have a team criteria and/or custom view does not have service criteria)

[Martyn Houghton]

@Victor

Just to clarify your last post, does the selection have to include both a service and team selection criteria to disable the context-sensitive conditions being applied behind the scenes? If this is the case in Sam's example her original view would have satisfied point 1 and not applied the team background filter but would have applied the second background filter of services that Sam is a member of a supporting team for. However would Sam not have to be a member of the supporting team to see the requests anyway?

Cheers

Martyn

[SJEaton]

Hi @Victor

Just getting back to you on this. I tried to set up another view this morning and had a Team as the only criterion but it didn't pull through everything so once again I had to put a random criterion in there just to make it work.  Surely this shouldn't need to be done?   I never used to have to do this so its something that's cropped up in the past few days. 

Sam

[Victor]

1 hour ago, SJEaton said:

but it didn't pull through everything

@SJEaton can you PM a list of references returned when having Team as the only criterion and a list of references when adding the "random" criterion...

[SJEaton]

will do

[Victor]

@Martyn Houghton

On 21/11/2017 at 7:41 AM, Martyn Houghton said:

does the selection have to include both a service and team selection criteria to disable the context-sensitive conditions being applied behind the scenes?

Yes

On 21/11/2017 at 7:41 AM, Martyn Houghton said:

If this is the case in Sam's example her original view would have satisfied point 1 and not applied the team background filter but would have applied the second background filter of services that Sam is a member of a supporting team for.

Yes

On 21/11/2017 at 7:41 AM, Martyn Houghton said:

However would Sam not have to be a member of the supporting team to see the requests anyway?

Depends... for "regular" users, yes, but a user can have "service Desk Admin" role which bypasses the visibility restrictions on team/service...

 

@SJEaton I had a look at the requests examples you sent me and the reason why you don't see all the requests when using only team filter is because some requests (the ones that are not visible) are associated to a service which no longer exists... So. because the service no longer exists, the service criterion applied in the background will exclude those requests... as soon as you put a service criterion, the default service filtering no longer applies and the other requests are returned as a result...

[SJEaton]

Hi @victor thanks for taking a look and for confirming what the issue is.  I don't recollect getting rid of a Service but maybe I re-named it or something.

Thanks, Sam

[Victor]

@SJEaton I don't think is a simple renaming, the service ID associated to those requests simply no longer exists...