nasimg Posted May 24, 2018 Share Posted May 24, 2018 Requests that are reopened via the service portal are showing as resolved rather than open. The customer is using the "its still broken" button, the timeline shows it has been reopened but the status of the ticket remains resolved. Workaround is for the analyst to reopen it (again). Can this be investigated eg. SR00216556, IN00221610, and IN00233373 Regards Nasim Link to comment Share on other sites More sharing options...
Victor Posted May 24, 2018 Share Posted May 24, 2018 @nasimg we are looking into this, will post an update ASAP Link to comment Share on other sites More sharing options...
nasimg Posted May 24, 2018 Author Share Posted May 24, 2018 Thanks Vic - hope that wasn't the cause of the outage...had a few tense minutes over here. Nasim Link to comment Share on other sites More sharing options...
Victor Posted May 24, 2018 Share Posted May 24, 2018 23 minutes ago, nasimg said: hope that wasn't the cause of the outage...had a few tense minutes over here. @nasimg no, it wasn't you, it was us ... I have posted the info I have in the thread I created Link to comment Share on other sites More sharing options...
Victor Posted May 25, 2018 Share Posted May 25, 2018 @nasimg I suspect a defect here as I believe none of the roles associated with your basic users give the right to reopen a request... Possible temp fix would be a custom role giving this right but let me investigate a bit more and wait for dev team confirmation on this... Link to comment Share on other sites More sharing options...
nasimg Posted May 25, 2018 Author Share Posted May 25, 2018 @Victor thanks for the info- strange this was working before has this crept in following an update? Nasim Link to comment Share on other sites More sharing options...
P. Nordqvist Posted May 28, 2018 Share Posted May 28, 2018 Hi, I had the same issue and it was resolved giving the basic users the role "Service Manager Authorised Guest". Link to comment Share on other sites More sharing options...
Victor Posted May 29, 2018 Share Posted May 29, 2018 @P. Nordqvist you're right, I completely forgot about this role!! ...but as far as I know, the basic user and self-service user role should have been sufficient ("Service Manager Authorised Guest" is really for customer portal) @nasimg can you please associate this role to the basic user and see if the issue still persist Link to comment Share on other sites More sharing options...
nasimg Posted May 29, 2018 Author Share Posted May 29, 2018 Are there any other permissions this role gives - as I don't want to fix one issue only to find I made something visible I wasn't expecting.... Nasim Link to comment Share on other sites More sharing options...
Victor Posted May 29, 2018 Share Posted May 29, 2018 @nasimg in this case, perhaps create a temporary role that only has rights to "Reopen" requests... our dev team is still looking into this... Can you please first update the SM app in your instance? I understand the issue does not occur with the latest builds... Link to comment Share on other sites More sharing options...
nasimg Posted May 30, 2018 Author Share Posted May 30, 2018 @Victor Happy to update (bit overdue for us) but I checked the announcements and didn't see this issue reported/fixed. Have to be honest - it isn't easy to see what has been updated.... Nasim Link to comment Share on other sites More sharing options...
Victor Posted May 30, 2018 Share Posted May 30, 2018 6 minutes ago, nasimg said: but I checked the announcements and didn't see this issue reported/fixed. Most likely it was fixed in passing meaning there it is not/does not have to be an explicit defect raised for this... Link to comment Share on other sites More sharing options...
nasimg Posted May 30, 2018 Author Share Posted May 30, 2018 @Victor Appreciate you are probably guessing why the info wasn't documented but it would be better to include it so we as customers are better aware of why our users report a fault which is now fixed. Nasim Link to comment Share on other sites More sharing options...
Victor Posted May 30, 2018 Share Posted May 30, 2018 15 minutes ago, nasimg said: Appreciate you are probably guessing why the info wasn't documented @nasimg it would be impossible to document issues we do not know about ?! Fixed in passing means a "hidden" defect (a defect we were not aware of) was fixed while the code was changed while implementing new functionality or fixing something else. We would only know about the issue if it would still occur in a previous version or build... Or I am missing something here... Link to comment Share on other sites More sharing options...
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