nasimg Posted June 26, 2020 Share Posted June 26, 2020 We have an issue with requests created via the API (customer complete a web form), in some cases the user is prevented from viewing those calls in the Hornbill service portal - they get "You do not have permission to view this request". The issue appears related to the case of the email they specify, which we use for the customer userid of the call. The case needs to match that of the Hornbill user id e.g. if the user id in Hornbill is First.Surname@domain.co.uk and you create the request making the customer firstname.lastname@example.org, they won’t be able to view that request in the portal. You can manually change the customer in Service Manager and that fixes the error. Users are added to Hornbill via the LDAP tool which just pulls the data (and the case of the userid) from AD. While most users are set up in AD with lowercase userid, there are lots that aren’t Is there anything we can do to get the correct case before creating the requests e.g. an additional API call to ascertain the user id case? Link to comment Share on other sites More sharing options...
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