Another issue we ran into was with the "owner group". By default, our help desk "owns" all incidents. When they would try to view their tickets in the INC console, they would see ALL incidents, not just theirs. just something else you may want to check in 8.1
we will be moving to 8.x next month - hopefully. Marcelo Martinez IT Change Management / Remedy Administration IT Customer Care Chevron Phillips Chemical Company, LP. 832.813.4262 832.381.7776 Notices: This message is conveyed, and any use is expressly subject to the disclaimer found at the following url: www.cpchem.com/forms/disclaimer1.asp -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of SUBSCRIBE ARSLIST theReel Sent: Wednesday, March 27, 2013 2:30 PM To: [email protected] Subject: Re: Assigned To All My Groups on Landing Page doesn't work-BUG We had an issue like that Marcelo, It was a while ago but I am pretty sure it was becasue of an issue with Application Preferences. For the affected users go to Application Preferences - Incident Management tab, under the overview colsole section look at the Role field and see if it is set to Assignee. When the Show field is set to "Assigned to My Selected Groups" or "Assigned to all my groups" Assignee is not a valid entry. We changed it to Assigned Group for the users and it resolved the issue. I'm currently looking at it in 8.1 and there still looks to be some issues in this area as the fields populate with an ID and not a name in some cases. Tony _______________________________________________________________________________ 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"
