Not recognising Affected User in Service Manager

Mandy

Morning

We are currently testing the free version in our UAT group, before purchasing the full version and although the portal is logged on as an individual (and shows their name in the top right-hand corner), when this ticket appears in SCSM, it leaves the "Affected User" box empty. On the default SCSM portal, this is not an issue.

However, in the "History" tab on Service Manager, it shows the individuals name.

Has anyone come across this?

IIS is set to Authenticated users, but as I say, the portal doesn't seem to have a problem recongnising the individual, just transferring the data to Service Manager.

Any help would be appreciated.

Thanks Mandy

Shane_White

Hi @Mandy

Could you confirm the version you have installed please?

Thanks,

Shane

Mandy

Hi Shane, I have 9.4.2.2016

Thanks Mandy

Shane_White

Hi @Mandy ,

Thanks for confirming.

Could you let me know the steps you are taking so I can test this?

Any screenshots of what you are seeing would be great too!😁

Thanks,

Shane

Shane_White

Hi @Mandy

Could you confirm the version you have installed please?

Thanks,

Shane

Mandy

Hi Shane, I have 9.4.2.2016

Thanks Mandy

Shane_White

Hi @Mandy ,

Thanks for confirming.

Could you let me know the steps you are taking so I can test this?

Any screenshots of what you are seeing would be great too!😁

Thanks,

Shane

Mandy

Hi Shane, its very strange. It worked fine, and then suddenly stopped working. It recognises the end user in the "history" but the "assigned to" box is empty. Once you manually add the user in Service Manager, it then is fine.

Thanks Mandy