SRs not showing in Team Work

William_Conlon

I cannot figure out how to get service requests to show in the team work view on the self service portal. Currently only incidents and activities will show.

I have added items to the Service Request Support Group list and mapped those to AD groups under Service Request Mappings. I have also ran an AD Connector sync and restarted the Cache Builder service without success.

Thanks

William_Conlon

I also have restarted the Application Pool and IIS Site

Simon_Zeinhofer

Do you have queues configured for Service Requests? Because AFAIK all out of the box views in cireson are also restricted by Scopes (if used).

So maybe the users of this support group don't have access to to this queue?

William_Conlon

ah okay i do not so i will try this. thank you

Simon_Zeinhofer

Sry for the misunderstanding, but I meant it differently. Do your analysts havr access to all work items - Means no queues. Because if that's the case they should see the SRs.

I didn't mean you should use queues in any way ;)

William_Conlon

Haha no problem. At the moment they do.

We are using the free version at the moment for testing before deciding to purchase a license. Do you think this could by why SRs are not showing?

Just doesnt make sense why IRs and MAs are showing.

Simon_Zeinhofer

As we have the licensed version, I don't know if there are any differences in these views.

Are there any errors inside the log files? Or when one of these analysts opens the Team Work, are there any errors shown in the browser console?

William_Conlon

Gotcha. Yea I dont see any errors anywhere. I appreciate your responses though.