Cancel Feature for CR?

Simon_Lovitt

I see that out of the box you can only cancel an SR in the portal. I have implemented the CR workaround, but would like to be able to include  "cancel request" functionality. I have a copy of Nicholas Velich's Cancel IR v3.8.1, and was wondering if this can be modified, and if so how, to provide the same functionality for a CR? 

Thanks

Simon

Peter_Settle

You need to be a member of a change related group or a Portal Analyst.

All depends really on how your AD Structure has been set up for Cireson as you are definitely not seeing all the available tabs.

Nicholas_Velich

Agree with all that has been said-- the pictured version of the form is indeed the End User version which is why the tasks are missing. Adding yourself to the AnalystsADGroup is a good starting point. After restarting the CacheBuilder and IIS, you will also need to clear browser cache and log back in.

Beyond that, did you add yourself directly to the AnalystsADGroup, or another AD group? If you have other AD groups added to that Analysts AD Group, you will need to make sure the other groups exist as a Configuration Item in SCSM. You can most easily verify this in the SCSM Console --> Configuration Items --> Users view.

Konstantin_Slavin-Bo

Which version of the portal are you running? At least on 7.4.x.9 there's a "Cancel request" task OotB, and I think it's been there for some time.

Peter_Settle

We are still using portal version 5.08 and cancel CR is available from the portal.

However it appears to be access controlled as only I can see and perform the task being the change controller.

Peter_Settle

Perhaps the Task has been Hidden

https://support.cireson.com/KnowledgeBase/View/1166/?selectedtab=enduser#/

Nicholas_Velich

Indeed there is a Cancel CR task on the Portal:



I agree with @Konstantin_Slavin-Bo that it has been there for some time, but I might be wrong

As @Peter_Settle mentioned, it is possible the task is hidden. Check out your /CustomSpace/custom.js file as a starting point.

Otherwise, I don't believe there is any additional scoping applied-- it should be visible to all Analysts. When you load the CR form, are you seeing the Analyst version of the form?

All of that being said, you absolutely could create a custom cancel task (especially if you need differing behavior from the out-of-box task), and the Cancel IR task would be a great place to start.

Thanks,
Nick

Simon_Lovitt

We its not hidden, as the custom.js and custom.css are empty. We are on version 7.2.2012.3, so its not that. I am seeing the analyst version of the form, which I assume I should be? This is the view I get, and it looks like it my be a roles issue, as I am not seeing the other tasks and the "results" and "history" tabs?

Simon_Lovitt

I wonder if this also indicates the other issue I am having, which is not being able to edit the general and planning sections of the CR after it has been submitted - is this a potential permission issue?

Peter_Settle

You need to be a member of a change related group or a Portal Analyst.

All depends really on how your AD Structure has been set up for Cireson as you are definitely not seeing all the available tabs.

Peter_Settle

Definitely a permission issue.

Konstantin_Slavin-Bo

@Simon_Lovitt
Yeah, you aren't seeing the CR as an analyst, as the Title and Description fields are disabled. It must be an issue with your scope. You can check your permissions using this query:

EXEC spCheck_UserWorkItemPermissions 'USERNAME', 'CR123'

From https://support.cireson.com/KnowledgeBase/View/35/

Simon_Lovitt

Thanks Peter, I didn't set this up originally, so looks like I should go through the installation manual first to ensure its set up correctly.

Peter_Settle

No Problem, The portal Analyst in our company provides access to the NEW button in the left hand corner, which the end users do not see in our company.

Konstantin_Slavin-Bo

@Simon_Lovitt
You can edit the AnalystsADGroup in Admin Settings > Setting Items, no need for a whole reinstall.

Simon_Lovitt

Thanks guys, still not seeing the results I am looking for, despite adding my self to that group. Restarted cache builder and IIS, but will keep playing around unless there is somewhere else i need to be added?

Konstantin_Slavin-Bo

No, there shouldn't be anywhere else. You need to be in the AD group specified in AnalystsADGroup (all analysts needs to be in this group), make sure that that group is synced to SCSM with an AD connector, sync with portal, and that should be it. 

Nicholas_Velich

Agree with all that has been said-- the pictured version of the form is indeed the End User version which is why the tasks are missing. Adding yourself to the AnalystsADGroup is a good starting point. After restarting the CacheBuilder and IIS, you will also need to clear browser cache and log back in.

Beyond that, did you add yourself directly to the AnalystsADGroup, or another AD group? If you have other AD groups added to that Analysts AD Group, you will need to make sure the other groups exist as a Configuration Item in SCSM. You can most easily verify this in the SCSM Console --> Configuration Items --> Users view.

Simon_Lovitt

Perfect, thanks !

Simon_Lovitt

Another way we found, which works better for us, us to go into SCSM/Administration/Security/User Roles/Service Request Analyst/Users and add the group/user that needs permission in there and that then feeds the portal.