Viewing Change request as end user

Joshua_Walker

Im pretty stumped. We have a runbook that converts a SR to CR and sets the affected User as Created By user in the new CR. When the affected user checks My Request, they dont see the CR. How can i get this to work? I know im missing some scoping or User Role but i dont know how i should set it up to work.

Joe_Burrows

Hello Josh
The "My Work" view shows all workitems where the logged in user is the affected user of a workitem. Just make sure your runbook  adds the affected user relationship when it creates the CR and it should appear fine.

Checkout the below table, it shows the criteria of each out of box view - very helpful in understanding what should show where:
https://support.cireson.com/KnowledgeBase/View/1103#/

Cheers
Joe

Joshua_Walker

seth_coussens said:

For it to show under 'My Requests' the relationship has to be the 'Affected User' relationship (which the CR does not who in the OOB form). From the screenshots above it doesn't look like this is being set, or we aren't pulling it into the grid because it's not on the CR OOB.

Most likely you'll need to define a custom CR type projection as the default projection that contains the affected user relationship as I would assume the out of the box CR type projection does not contain that relationship.

If you'd like me to go into further detail on this, let me know and I'll write something up!

Thanks for the response. CR does have affected User in even thought it is not visible on the form. Using SCORCH, i was able to set the affected user as well as the Created By user. 









But this should not be necessary. I think the portal should also leverage the Created By User Field in place of Affected User since Affected User field doesnt exist on the CR form by default

Joe_Burrows

Hello Josh
The "My Work" view shows all workitems where the logged in user is the affected user of a workitem. Just make sure your runbook  adds the affected user relationship when it creates the CR and it should appear fine.

Checkout the below table, it shows the criteria of each out of box view - very helpful in understanding what should show where:
https://support.cireson.com/KnowledgeBase/View/1103#/

Cheers
Joe

Joshua_Walker

Joe_Burrows said:

Hello Josh
The "My Work" view shows all workitems where the logged in user is the affected user of a workitem. Just make sure your runbook  adds the affected user relationship when it creates the CR and it should appear fine.

Cheers
Joe

Well i do create the relationship in the CR because the CreatedBy is set to the User but under My Request the CR doesnt show. It does show under Team Request

seth_coussens

For it to show under 'My Requests' the relationship has to be the 'Affected User' relationship (which the CR does not who in the OOB form). From the screenshots above it doesn't look like this is being set, or we aren't pulling it into the grid because it's not on the CR OOB.

Most likely you'll need to define a custom CR type projection as the default projection that contains the affected user relationship as I would assume the out of the box CR type projection does not contain that relationship.

If you'd like me to go into further detail on this, let me know and I'll write something up!

Joshua_Walker

seth_coussens said:

For it to show under 'My Requests' the relationship has to be the 'Affected User' relationship (which the CR does not who in the OOB form). From the screenshots above it doesn't look like this is being set, or we aren't pulling it into the grid because it's not on the CR OOB.

Most likely you'll need to define a custom CR type projection as the default projection that contains the affected user relationship as I would assume the out of the box CR type projection does not contain that relationship.

If you'd like me to go into further detail on this, let me know and I'll write something up!

Thanks for the response. CR does have affected User in even thought it is not visible on the form. Using SCORCH, i was able to set the affected user as well as the Created By user. 









But this should not be necessary. I think the portal should also leverage the Created By User Field in place of Affected User since Affected User field doesnt exist on the CR form by default

Joe_Burrows

Awesome Josh glad you got it sorted . Using created by user would throw off the grid results for analysts who create requests on behalf of people.

You could put it through as a feature request though.

Joshua_Walker

Joe_Burrows said:

Awesome Josh glad you got it sorted . Using created by user would throw off the grid results for analysts who create requests on behalf of people.

You could put it through as a feature request though.

How doyou mean it would throw off the grid? The grid is still affected User but when its a CR the affected User should show Created By user instead

Joe_Burrows

Joshua_Walker said:

Joe_Burrows said:

Awesome Josh glad you got it sorted . Using created by user would throw off the grid results for analysts who create requests on behalf of people.

You could put it through as a feature request though.

How doyou mean it would throw off the grid? The grid is still affected User but when its a CR the affected User should show Created By user instead

In this example that is correct, what I mean is in the scenario where a analyst creates a work item on behalf of someone else.