Have you tried different browsers? The questions part of SRM open in a data viz. I've seen some browsers freak out on this.
Sent from my iPhone > On Oct 14, 2015, at 5:18 PM, Hennigan, Sandra, CTR, DSS > <[email protected]> wrote: > > 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
