Views stopped working

[Dan Munns]

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

[Victor]

@Dan Munns we deployed a patch for this earlier today...

 

[Dan Munns]

@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. 

[Victor]

Oh...thought you have shared views and that was the issue... teaches me to read through the post... 

Something for dev team possibly...

[Dan Munns]

 

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)

[Logan Graham]

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 

[ArmandoDM]

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

 

[Logan Graham]

@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

[ArmandoDM]

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

 

 

[Logan Graham]

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. 

[ArmandoDM]

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

 

[Logan Graham]

@ArmandoDMPerfect thank you!

[Gary@ADL]

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

[ArmandoDM]

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

[Dan Munns]

@ArmandoDM all seems to be right in the world again.

Thanks for the quick turn around.  

[ArmandoDM]

Hi @Dan Munns

great to hear that.

Cheers

Armando