Tier mismatch between the Analyst Portal and the Console
Service_Desk2
Member IT Monkey ✭
Hi there.
New to Cireson portal but like what we see.
But we have an annoying issue.
In SCSM we have renamed all default incident tiers, Tier 1 is Helpdesk for example. In the console this is shown correctly.
But in the portal the support group is shown as Tier 1.
If I copy the IR# for the incident that is shown as Tier 1 in the portal and paste it into the console, there we will see Helpdesk as support group.
This is also the case for Tier 2.
Tier 3 and all the others we have created is shown correctly.
What can we do?
New to Cireson portal but like what we see.
But we have an annoying issue.
In SCSM we have renamed all default incident tiers, Tier 1 is Helpdesk for example. In the console this is shown correctly.
But in the portal the support group is shown as Tier 1.
If I copy the IR# for the incident that is shown as Tier 1 in the portal and paste it into the console, there we will see Helpdesk as support group.
This is also the case for Tier 2.
Tier 3 and all the others we have created is shown correctly.
What can we do?
0
Best Answer
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Geoff_Ross
Cireson Consultant O.G.
Hi there,
Welcome to the World of Cireson. I'm guessing this is a language issue. You have renamed them in one language but not the one the portal is using. The cleanest way to resolve is to export the management pack and fix it in the XML but if you are unsure on that, then try setting your console to the the same language as the portal and the rename once more in the console.
Also, its not helpful for now, but just for completeness of answer, this is one reason why Cireson recommends to delete the Out of Box list values and create your own, rather than rename. Something to remember if you are ever building a environment from scratch but don't change this now on a production environment without fully understanding the implications.
Geoff5
Answers
Welcome to the World of Cireson. I'm guessing this is a language issue. You have renamed them in one language but not the one the portal is using. The cleanest way to resolve is to export the management pack and fix it in the XML but if you are unsure on that, then try setting your console to the the same language as the portal and the rename once more in the console.
Also, its not helpful for now, but just for completeness of answer, this is one reason why Cireson recommends to delete the Out of Box list values and create your own, rather than rename. Something to remember if you are ever building a environment from scratch but don't change this now on a production environment without fully understanding the implications.
Geoff
I change the language in the console to the same in the portal and changed the tier 1 and 2 entry, now im waiting for the sync to make the changes in the portal