problem ticket not containing customer information in Hornbill Service Manager

[Adam Toms]

Hello all,

I don't know if anyone has come across this before, and whether this by design or something that needs to be included/ missing from Problem Business process module?

We have found that on our Problem tickets, whether they have been linked to an existing Incident or not, the customer information is not coming through. Please see attached screenshot.

Many Thanks

Adam Toms

[ArmandoDM]

Hi @Adam Toms

the customer on a PM is automatically set to the user raising the PM.

Is the PM raised manually by a user or through a BPM process ?

Regards

Armando

[Adam Toms]

Hi @ArmandoDM

Thanks for your quick response. These PM tickets are being raised manually by users. This seems to occur on all Problems tickets raised, whether using the Raise New option to create a new Problem from the Request List, and when using the Linked Request option, if there is an existing IN or SR to link it to. This seems to occur regardless of user raising the ticket.

I've attached another screenshot, showing a list of Open Problem tickets, the owners in this case would of been Users creating these tickets, and as you can see from the customer information field, it is blank.

I hope this information helps. 

Many Thanks

Adam

[Steve Giller]

@Adam Toms There is a fix for this issue in the Service Manager update that was released today:

Quote

Request's customer is not set to the Request creator when raising a Problem.

See the full post for details

Once you update to the latest Service Manager build this should no longer be an issue.

[Adam Toms]

Thanks @Steve Giller

This is much appreciated. 

Kind Regards

Adam