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IR is displaying in SCSM console but not showing up in Analyst Portal

Mike_StormsMike_Storms Customer Adept IT Monkey ✭✭
IR is displaying in SCSM console but not showing up in Analyst Portal. Running Cireson V5.0.10. Is there any way to force the IR to display in the portal?

Comments

  • Robert_BrentleyRobert_Brentley Customer IT Monkey ✭

    Hi Mike,

    The Cireson Cache Builder is in charge of syncing the work items into the ServiceManagement database within Cireson. So to directly answer your question you can restart the Cache Builder service on the Cireson server, however it should only be up to a minute behind SCSM in terms of work item information that it is aware of.

    Here is some information regarding the Cache Builder: https://support.cireson.com/KnowledgeBase/View/1176#/

    I would also suggest you enable debugging on the log files to see if there are any errors: https://support.cireson.com/KnowledgeBase/View/34#/

    Is it a certain IR work item that is not syncing or every work item? Also have you tried this against other user accounts?

    Lastly confirm if your Cireson run as accounts for the Cache Builder service and App pool are Advanced Operators within SCSM.

  • Mike_StormsMike_Storms Customer Adept IT Monkey ✭✭
    it was only 1 IR and was unavailable until we did below... we tried it from several ID and PC... last resort we did a last modify date and bounced portal in off hours and it appeared...
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