m.vandun Posted February 8, 2017 Share Posted February 8, 2017 Hi, For one of our request we get the following message when opening the request. Also the admin account is unable to open the request. Regards, Mark Link to comment Share on other sites More sharing options...
Guest Chaz Posted February 8, 2017 Share Posted February 8, 2017 Visibility of requests is determined by the teams that support a Service. If you're in a team that supports the Service associated to the request, you should be able to see the details of the request. If you have a scenario where you sometimes need to help out another team, then you can always be added to a request as a member which will treat you almost like a temporary member of the team. If you often need to help out, but not have requests assigned to you, you can now configure that by being added as a member of the team and turning assignment off in the Service Desk area of Service Manager in the admin tool. If a request has no service, then only the team it's assigned to can view it. If there's no team in this case, then only a user with the Service Desk Admin role can view the request as a catch all. Hope that helps! Link to comment Share on other sites More sharing options...
m.vandun Posted February 9, 2017 Author Share Posted February 9, 2017 Hi @Chaz I noticed indeed that this request does not have a service assigned. The Service Desk Admin (me) is unable to open the request. Also with the super admin i'm unable to open the request. Is there a way to see why this has happend? Also how can I resolve this? I'm also unable to close / cancel the ticket and create a new one. Link to comment Share on other sites More sharing options...
Guest Chaz Posted February 9, 2017 Share Posted February 9, 2017 Apologies, I was mistaken about the Service Desk Admin role, this is something we're looking to introduce to help manage these scenarios. I cannot see a team associated to the request, but as it has an owner, there must also be a team associated with it. Anyone within that team should be able access the request and add you as a member, which will then treat you as a part of that team for that request. Link to comment Share on other sites More sharing options...
m.vandun Posted February 9, 2017 Author Share Posted February 9, 2017 I added myself to the team and I'm able to open the request. Any idea why there is no service added? I had this before where there was no default BPM set. I had already changed this but still this had happend. According to the other threat I should adjust the settings at: app.requests.defaultBPMProcess.incident Link to comment Share on other sites More sharing options...
Victor Posted February 9, 2017 Share Posted February 9, 2017 @m.vandun what is the log date for this request (incident)? Link to comment Share on other sites More sharing options...
m.vandun Posted February 9, 2017 Author Share Posted February 9, 2017 @Victor this request was created on: 07 02 2017 11:30:30 Link to comment Share on other sites More sharing options...
Victor Posted February 9, 2017 Share Posted February 9, 2017 @m.vandun it looks like service details were not captured during progressive capture on this particular occasion. This request was raised from an email and the associated progressive capture ("Start - Incident") does not have the "Service Details" form set as mandatory. You can actually finish this progressive capture without selecting a service... Link to comment Share on other sites More sharing options...
m.vandun Posted February 10, 2017 Author Share Posted February 10, 2017 @Victor thanks, checked these progressive captures and these were indeed not set to mandatory. Changed this, hope this solves the issue. Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now