Dan Munns Posted February 22, 2019 Share Posted February 22, 2019 Hi, Since I did the SM update yesterday I have had reports of SM users not being able to use views they had set up for tickets assigned to other teams. One view was setup like this (his team is team one): IF team_name = it service desk AND h_status = new, open, on-hold; this view worked fine until I performed the update I created a test view: IF team_name <> team one AND h_servicename = incident service, service request service; this view also worked Changing the newly created view to: IF team_name = service desk AND h_servicename = incident service, service request service shows no requests. It looks to be a permissions issue but as he is in a team that supports the services and the view worked until the update I don't see that it is anything he / we have done. Thanks, Dan Link to comment Share on other sites More sharing options...
Victor Posted February 22, 2019 Share Posted February 22, 2019 @Dan Munns we deployed a patch for this earlier today... Link to comment Share on other sites More sharing options...
Dan Munns Posted February 22, 2019 Author Share Posted February 22, 2019 @Victor I have applied this patch and the views are not shared (and I don't think he has access to any / shares any shared views himself) and still have this issue. Link to comment Share on other sites More sharing options...
Victor Posted February 22, 2019 Share Posted February 22, 2019 Oh...thought you have shared views and that was the issue... teaches me to read through the post... Something for dev team possibly... Link to comment Share on other sites More sharing options...
Dan Munns Posted February 22, 2019 Author Share Posted February 22, 2019 16 minutes ago, Dan Munns said: views they had set up for tickets assigned to other teams. I meant it was a view used to view the tickets assigned to other teams (so he can pick up the ones still waiting triage and not have to wait for them to filter through to him) Link to comment Share on other sites More sharing options...
Logan Graham Posted February 22, 2019 Share Posted February 22, 2019 Hi I think we get getting the same, I add a view with a couple teams I am getting a lower amount of tickets than what there is (would be great if the tickets list was that low). If I add each member of the team individually I get the correct amount of tickets. Thanks, Logan g Link to comment Share on other sites More sharing options...
ArmandoDM Posted February 25, 2019 Share Posted February 25, 2019 Hi @Dan Munns, @Logan Graham as per recent update, if your filter contains an equality condition on a team then the request returned will be only the ones assigned to the specified team, as long as the user belongs to the team. If the filter contains an equality condition on a service, then the requests returned will be only the ones raised against that service, as long as the user supports the service. If the filter contains both conditions (service = S , team = T) then both conditions applies with an AND. Can you confirm that your filter has conditions on teams and/or services relevant for the current user, and the requests are still not loading? Regards Armando Link to comment Share on other sites More sharing options...
Logan Graham Posted February 25, 2019 Share Posted February 25, 2019 @ArmandoDM thank you for the reply, so attached are two filters I have set one of which I have set since I started here 8 months ago. The "names" attachment is the new one I set up where I have to have each member of my team listed to show all their tickets. equals about 100 tickets in total. The "teams" attachment is the filter I had set for a while where it used to show all tickets but now only shows 30 in total. It seems to only show the the "IT Support" team and not the "first responders" team. I have checked and made sure that the names in the list are in the "first responders" group and this seems fine and only I would change this anyway. If you need anything else let me know. Thanks, Logan G Link to comment Share on other sites More sharing options...
ArmandoDM Posted February 25, 2019 Share Posted February 25, 2019 Hi @Logan Graham are you part of both "First Responder" team and "IT Support" team ? If you are not part of First Responder team, then you will not get the requests back Link to comment Share on other sites More sharing options...
Logan Graham Posted February 25, 2019 Share Posted February 25, 2019 Hi @ArmandoDM I'm not due to how our round robin assigns tickets so I don't get the tickets in the first instance, i guess this is something that has changed recently as I have never been a member of the first responder team. Link to comment Share on other sites More sharing options...
ArmandoDM Posted February 25, 2019 Share Posted February 25, 2019 Hi @Logan Graham we will provide a fix for this issue which will be released in the next build due early next week. Regards Armando 1 Link to comment Share on other sites More sharing options...
Logan Graham Posted February 25, 2019 Share Posted February 25, 2019 @ArmandoDMPerfect thank you! Link to comment Share on other sites More sharing options...
Gary@ADL Posted February 25, 2019 Share Posted February 25, 2019 we are seeing this issue too, I am trying to view tickets in another team (as im part of more than one team), but get that there are no tickets available. if I look at my colleagues queue, I can see the tickets that are in his queue that are in that team, but icant just load all the tickets in that team eagerly awaiting a fix! cheers Link to comment Share on other sites More sharing options...
ArmandoDM Posted February 26, 2019 Share Posted February 26, 2019 Hi @Gary@ADL, @Logan Graham, @Dan Munns a new build is now available with the fix for the issue reported. Apologies for any inconvenience. Armando Link to comment Share on other sites More sharing options...
Dan Munns Posted February 26, 2019 Author Share Posted February 26, 2019 @ArmandoDM all seems to be right in the world again. Thanks for the quick turn around. Link to comment Share on other sites More sharing options...
ArmandoDM Posted February 26, 2019 Share Posted February 26, 2019 Hi @Dan Munns great to hear that. Cheers 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