Kelvin Posted March 21, 2018 Posted March 21, 2018 Hi All Yesterday I made a slight change and removed all the supporting teams from our Services. several of my colleagues this morning are saying that their custom request views and no longer working. After testing I can conclude that 2 of our services called "Standard Service" & "eCare Service (DO NOT USE)" do not return any results. After further investigation I resolve the issue by adding all the supporting teams back in. I am guessing that this must then be a bug. Let me know if you need further information
Victor Posted March 21, 2018 Posted March 21, 2018 @Kelvin just to make sure you are aware of the inherent filters on custom views, have a look here: I would like to see the custom view configuration that your colleagues are using, just to make sure there isn't an issue with custom filters when the there is no support team configured (i.e. service is supported by all teams by default)
Kelvin Posted March 21, 2018 Author Posted March 21, 2018 @VictorI have tried to add an extra condition where "service" "is not" "...." and this then shows the missing requests. My only question would be why this is the case on only 2 of our services when all services are set up with no support teams.
Victor Posted March 21, 2018 Posted March 21, 2018 1 minute ago, Kelvin said: My only question would be why this is the case on only 2 of our services @Kelvin yes, I wonder the same ... This is why I would like to see the custom view configuration used by your colleagues
Kelvin Posted March 21, 2018 Author Posted March 21, 2018 @Victor The image above works, if I remove the bottom condition it does not display the requests under our "Standard Service" service but does display all other calls.
Kelvin Posted March 21, 2018 Author Posted March 21, 2018 An example Ticket If the service condition is removed the following ticket is not on the list SR00072408
Kelvin Posted March 22, 2018 Author Posted March 22, 2018 @Victor I can see you are really busy but did you get chance to look into this?
Victor Posted March 22, 2018 Posted March 22, 2018 38 minutes ago, Kelvin said: I can see you are really busy ermm... no, not really... I mean I am, but not that much... I need to hide better Looking now! Sorry!
Victor Posted March 22, 2018 Posted March 22, 2018 @Kelvin hmm... works fine for me ... is it because you have re-added supported teams and the issue only occurs when no specific team supports the service (the "all teams" default)?
Kelvin Posted March 22, 2018 Author Posted March 22, 2018 @VictorSorry, Yeah I had to add the supporting teams back in to enable some of the user to work properly. If I remove the supporting teams so that it should default to ALL. the requests then stop showing up if you either run a custom view or select "All my Services" If you let me know when you would be able to have a look. I will temporarily remove the supporting teams. Now off home so will have to do this either tomorrow or next week or after Easter
Victor Posted March 22, 2018 Posted March 22, 2018 @Kelvin I can have a look tomorrow morning starting from 7.30 (ish) ... hopefully, your users won't start by then so I/we can have a thorough look...
Kelvin Posted March 23, 2018 Author Posted March 23, 2018 @Victor I am in now. Do you want me to remove the Supporting Groups?
Kelvin Posted March 23, 2018 Author Posted March 23, 2018 @VictorDone. I have removed the supporting groups from both eCare Service and Standard Service.
Victor Posted March 23, 2018 Posted March 23, 2018 @Kelvin right... good news is that I don't think something is broken with custom views and they are working as intended ... however, there seems to be some configuration issue with teams supporting those two services (Standard and eCare - Do Not Use)... they still somehow appear to be supported by a team... but this is not shown in the UI... I'll dig a bit more into this...
Victor Posted March 23, 2018 Posted March 23, 2018 @Kelvin hmmm... did you used to have an "IT Reporting" team at some point?
Victor Posted March 23, 2018 Posted March 23, 2018 @Kelvin the data I'm looking at tells me you did ... So, recreate this team (temporarily) then I think it will show as a team supporting these two services.... when it does, remove this team from these services so they go to "no team - all teams support" default option... and then you should have the views showing all the request they should show. If all the above proves right, I will then remove the team ... Let me know if you are ok with this.
Victor Posted March 23, 2018 Posted March 23, 2018 @Kelvin yes, it seems I was right ... This is the team that was created (screenshot) and have a look now at those two services, it should show that (only) reporting team supporting the service... so, remove it and try the views 1
Kelvin Posted March 23, 2018 Author Posted March 23, 2018 @Victor Amazing. Fantastic job works like a dream.
Victor Posted March 23, 2018 Posted March 23, 2018 @Kelvin perfect! You can now remove the reporting team if you like as it was only created for the purpose of fixing this issue... unless you want to keep it
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