URGENT - Access Issues

[Michael Sharp]

Please note since the upgrade this morning to Service Desk, our analysts are not able to log, amend or close calls.  Please can you look into this immediately.

Regards,

Mike.

[Michael Sharp]

[Hornbill Staff DR]

Hi Michael,

 Looking at your instance, we can see that an incident was logged today at 14:27, which would lead us to believe the issue is only impacting selected users?
Do you know how many analysts are effected specifically?

In the past I have seen table rights issues like this occur after an update, and usually if the effected users log out and then in again, the error is cleared and they can continue working as normal.

Would you be able to try this and let me know if that helps?

Thanks,

Dan

[Michael Sharp]

Unfortunately this is still the case, I am able to edit tickets as System Admin

[Victor]

@Michael Sharp as discussed earlier, this should now be fixed in your instance. This occurred because the roles used by your analysts (Incident Management User and Service Request User did not have rights to a new table introduced by Service Manager release 2.29).

[Victor]

@Michael Sharp we have release a patch (Service Manager 2.29.4) to address the issue you experienced. We fixed your instance earlier on so this is not necessarily urgent, it can be done when you have a chance.