Different view

Arnold_Tomašovský

Arnold_Tomašovský Premier Partner IT Monkey ✭

September 2017 in Analyst Portal

Hello everyone,

I have another great mystery to solve

I have successfully created everything as I was supposed to and all works fine. Created all the necessary groups and added users to them. BUT...

User A has all the main views and when he opens up a service request, he can see all the tabs, namely General, Activities, Results, Related Items and History

However, User B has all the main views, but when he opens up a service request, he can see ONLY tabs of General, Related Items.

Can someone explain to me why it happens and how to fix it? It does not really make any sense to me.

Thanks a lot in advance!

Arnie

0

Answers

Brian_Wiest Customer Super IT Monkey ✭✭✭✭✭

September 2017

Looks like User B is missing the analyst role.
Two things you can check
In the ServiceManagment DBO does user be have analyst =1
Two Make sure User B is in the roll up group for the AD group set in the portal settings. (Admin settings -> Setting Items -> AnalystsADGroup)

1
Arnold_Tomašovský Premier Partner IT Monkey ✭

September 2017

Hi,

thanks for the suggestion. I will check it right away.

0
Arnold_Tomašovský Premier Partner IT Monkey ✭

September 2017

I have checked it, both things. All is set as it should be. I will leave it for a while to settle down. Maybe it just has a slow day

0
Brian_Wiest Customer Super IT Monkey ✭✭✭✭✭

September 2017

Ok when I have seen this occur the user account was relocated into a new AD OU, and when that happens I have to wait overnight for the security scoping to rerun.

0

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