Fail error when hitting Apply on IR or SR's

Lou_Guardia

We are seeing users that are getting a Fail error when they hit apply after creating a ticket, the ticket still gets created but they cannot see it when using apply. In our test system the same user can do this without getting the Fail error?

Any ideas on what could be causing this?  Thanks

Lou_Guardia

Hi Tony,

Thanks for your feedback. The issue we are seeing is when a user creates a new ticket but instead of using save chooses apply. The link takes you to the record but because the queue isn't verified yet it fails. If you refresh the failed screen after about 25 to 30 seconds it shows up. So not sure why the Apply button is available in that screen if it does not work. According to our users this worked in the prior version. We are on 7.1.2012.1

Thanks.

Tony_Collett

Hi Lou, 

It's likely that the user isn't scoped correctly to see or process the request that they have submitted. Make sure they have access to a Queue that is scoped for the relevant class for what the user is trying to do (such as an Incident class Queue for Incidents). If it's a problem with Service Requests, they may need a Queue for the activities inside the SR (such as Parallel, Sequential, Manual or Review Activities). 

More information can be found in this KB article: https://support.cireson.com/KnowledgeBase/View/1257 and https://support.cireson.com/KnowledgeBase/View/1123#/

Lou_Guardia

Hi Tony,

Thanks for your feedback. The issue we are seeing is when a user creates a new ticket but instead of using save chooses apply. The link takes you to the record but because the queue isn't verified yet it fails. If you refresh the failed screen after about 25 to 30 seconds it shows up. So not sure why the Apply button is available in that screen if it does not work. According to our users this worked in the prior version. We are on 7.1.2012.1

Thanks.