Supporting teams restriction not working

[chrisnutt]

Hi,

I have just noticed that requests can now be assigned to all teams. See attached images. This is a major problem for us as we now have at least three areas of the business using the system and requests logged under Estate Service (in the attachments) should not be able to see any IT team. This has caused us a problem today as a mystery request appeared in all of our dashboards but it could not be located as we do not support the service it was logged under.

It is also an issue as we have a fairly large list of teams now, but for most services the subset should be much smaller.

This did not happen previously. It was a key thing we tested before launching. As far as I know, no setting related to this has been changed.

Servicemanager.progressiveCapture.servicedetails.enableSupportVisibility is set on.

[chrisnutt]

I have tested and the progressive capture is behaving normally as you'd expect with the setting I mention above.

However, I can find no mention anywhere of a setting that stops teams that don't support a service appearing on requests for that service.

This definitely did not happen previously. All requests were restricted to supporting teams. I was often asked why a certain request could not be reassigned to another team (because they don't support that service was my answer) but now, all teams arevisible.

[Guest]

@chrisnutt I am currently investigating this issue. I will provide feedback as soon as I can

Regards

Pamela

[Steve Giller]

We have this issue as well - it also seems to be affecting which mailboxes are visible.

[James Ainsworth]

Hi @DeadMeatGF

I was wondering if you still experience this after doing an update to the latest build of Service Manager?

Regards,

James

[Dan Munns]

This seems to have been resolved, however, I have noticed this morning that calls have been assigned to team which are literally only set up as subscriber groups and as such don't support any services. 

Is there a quick way of showing tickets assigned to these teams as I cant set up a view to see them as they don't support any service they don't show in the list. 

[Steve Giller]

Seems to be resolved here.

[Guest]

@Dan Munns @DeadMeatGF @chrisnutt At this stage, I think the best approach is for me to contact you separately and find out the extent of the issue. As it may require an understanding of the current situation on each of your instances after an update, I will be in touch shortly.

Regards,

Pamela

[Steve Giller]

My mistake - this is not resolved. My test Service that is only supported by the Testing group is showing all groups for assignment as attached.

 

[Guest]

@DeadMeatGF I was not able to replicate this issue today. I noticed your last post was from the other day. Is this issue still happening today? Kindly update me and I will investigate further

 

Thanks

[Steve Giller]

@Pamela Yes, still the same.
As attached, the Service should have very limited Subscribers/Supporting Teams

[Guest]

@DeadMeatGF Let me take a look and get back to you

 

Thanks

Pamela

[Guest]

@DeadMeatGF Well thanks for updating us that this is working now.

Regards

Pamela

[Steve Giller]

@Pamela Not sure if this is "back" or if it didn't resolve for all services, but I'm getting reports (see attached) of this issue occurring on certain calls. It strangely seems to be affecting certain CIs rather than certain services, which doesn't seem right!

 

[Guest]

@DeadMeatGF Looks like am going to have to investigate why this is still happening for you newly logged calls. I will update you as soon as I can

 

Thanks

Pamela

[Steve Giller]

Thanks @Pamela

[HHH]

Same issue for us

[Guest]

@DeadMeatGF Thanks for the update this is not happening today but let us keep an eye out for this. @HHH Could you give me an example where this happened for you? 

Thanks

Pamela

 

[Steve Giller]

@Pamela It seems (still fairly anecdotal) that the issue arises when a Request is assigned to a Team but not a User - once we assign a user (and refresh the page) the available teams are as expected.