ARS & ITSM 8.1.01 Service Request Management SRDs in use since January 2015, entitled to all of a our Company users, are designed to create Incidents. Works fine - No issues submitting the request.
EXCEPT we have random users that although they can view the SRD categories and "Request Now" a SRD, when the SRD opens, only the header of "Requested By", "Requested for", "Phone" and "Email" fields are in view. None of the question prompts are displayed. For any affected user, opening any SRDs has the same result - doesn't matter which backend form gets created, INC, WO or CRQ. We have: Flushed the Entitlement cache The app & mid-tiers have been restarted and mid-tier cache flushed Hard cleared the mid-tier cache Checked the users BMC.CORE:BMC_Person, BMC.CORE:BMC_Person_, BMC.CORE:BMC_BaseElement records - some users are in the BMC.ASSET and other users are in the BMC.ASSET.SANDBOX. Same goes for our users for which a SRD displays the questions. Turned on User logging and logged a working user & a non-working user. Compared log files No entries in the mid-tier logs Given users Unrestricted access; the default is access restriction to their Company. Given users Fixed license; default for Support Staff = No is Read Removed/added Login ID Changed to Non-Support Reset password Deleted User Preference records Deleted User Search Preference records Created a new Entitlement Group for the affected users Added new SRDs entitled ONLY to affected users. All users have a Remedy Login ID & Password. Affected users might be Support Staff = Yes or Support Staff = No. The issue can be resolved if we use the Data Wizard and create a new Login ID for the user but this creates a non-standard user record. It is hard to know how wide-spread the issue is because we have only had a few users report the issue. Anyone have any suggestions? Users have tickets logged in their name so I am reticent to delete and re-add a CTM:People record but may have to. Your assistance is welcome. Thank you, Sandra _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
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