Problem request Viewing calls

[Paul Welby]

One of my colleagues is not able to view a problem calls, he is part of the supporting team that has access but when he searches for the call reference it does not come up with anything, however when he looks at it from a team view, he is able to see it?

I have given him the 4 problem roles but still the same

Any ideas or comments welcome

Thanks

Paul

[Steve Giller]

How is he searching for it?
If he knows the Request Reference the best option is the CTRL+SHFT+F shortcut which will take you directly there.

[Paul Welby]

@Steve GillerI have shadowed him and if he puts the problem call reference in the search bar, he does not get any results but if he goes into his team view, he is able to see it?
I do the same thing and I am able to see it from the search bar using the ref.?

[James Ainsworth]

Hi @Paul Welby

Can he see other problem records or is it just this one?

In the right hand side of the request, within the Information panel, is there a Service listed against the problem record?

In the request type filter does he have Problems or All selected?

 

 

[Steve Giller]

19 hours ago, Paul Welby said:

he puts the problem call reference in the search bar

There are multiple search bars in a number of locations - can you also clarify exactly where he's searching?