user clicks work item service request template nothing displays

Mike_Storms

Mike_Storms Customer Adept IT Monkey ✭✭

April 2018 in Analyst Portal

user clicks work item service request template nothing displays.... i have verified he is in the correct scsm security groups... it works for IRs.... when he clicks new service request he gets an error saying cannot process his request... any ideas ... i looked through the logs but didn't see anything

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Answers

Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

April 2018

@Mike_Storms - You might make sure that the role the user is in for SCSM has the right form templates in its scope.

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Mike_Storms Customer Adept IT Monkey ✭✭

April 2018

it does.... I checked that also

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damon_mulligan Cireson Consultant Advanced IT Monkey ✭✭✭

April 2018

1. Do you have any scoping on Templates?
2. Can he create a SR in the SCSM Console?
3. Is that the same way for all Analysts or that one user?

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Mike_Storms Customer Adept IT Monkey ✭✭

April 2018

just this one user.... templates for IR show up.... he doesn't have access to the console... I have never seen this before... other users in the same role and groups can see the templates... he can see mywork and teamwork items.....

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damon_mulligan Cireson Consultant Advanced IT Monkey ✭✭✭

April 2018

1. Clear browser cache, sometimes this helps if permissions were changed recently. Is it for all SR Templates or just a specific one?
2. Do Run As on SCSM Console, and have him login to the SCSM Console and see if he can create a SR. You have to at least see if its a Console or Portal problem to help troubleshoot.

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