Hi Rick, You would need to be more specific on how they are searching. I have seen an issue at a customer where the fields that they were searching on were set for FTS searching and not native e.g. Support Group, therefore they could not find the record using a search but could using the Support Group ID (not FTS). A re-index sorted this.
If you think it may be related to Tenancy issues, then check the values of field 112 on the record to ensure it matches the Group ID for the Company that they are allowed to access. Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Rick Phillips Sent: 01 July 2014 18:25 To: [email protected] Subject: ITSM 8.1.01 SP1-problems with accessing records Hi, Our users will periodically call in to advise that they can't find a record that a co-worker (i.e., same support group) can't find. After checking their people account record and User record (and finding that they have access to the company listed in the record that they can't find), I give them Unrestricted Access, and they can find the record. As we add companies (tenants) this won't be acceptable; any idea what the problem (and resolution) is? Thanks, Rick ____________________________________________________________________________ ___ 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"
