Custom buttons not always displaying

[Helen Chaytor]

I have 3 custom buttons in Service Manager. All should display for a particular team when the Status of the incident/request is not Closed, Cancelled or Resolved.

These buttons have been working, but today they aren't always present on the calls that meet the criteria. Of the 3 active calls raised today in that queue, only 1 is showing the buttons. Yet all calls are assigned to the same team and all have Status 'Open'. 

Is anyone else having trouble with the display of custom buttons, or has encountered this in the past?

[James Ainsworth]

Hi Helen,

Thanks for your post.  I'm not aware of any reported issues with Custom Buttons not displaying.  Could you post a screenshot of the configuration of your rules for the custom button?

[Helen Chaytor]

Hi James,

Thanks for replying. In looking at this again to give you examples, I realised you have to setup the custom buttons separately on service requests and incidents. So problem solved.

 

[James Ainsworth]

Great to hear. Thanks for the update.