Support Group

Some support groups can't see their tickets on their team work area or in my work area. Tickets can open when the links on the mail,click or searching on the work item search. Same tickets can be seen on service manager console

Answers

  • Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
    Have you performed the support group mapping in Admin-Settings-Cireson Portal group mapping settings?
  • Aybars_KutluturkAybars_Kutluturk Member IT Monkey ✭
    Yes mappings are correct. It worked correctly and users in this group can see tickets in the portal. After 6th March something happened and tickets that are opened after that day can not be seen in the team work or my work area
  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    @Aybars_Kutluturk
    You may want to check that the cachebuilder service is running on your portal server.
  • Aybars_KutluturkAybars_Kutluturk Member IT Monkey ✭
    The service is running on portal server but I will restart it and tell the result, thanks
  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    @Aybars_Kutluturk
    I'm also wondering if any of your groups moved in AD.  You might check the cachebuilder log for warnings about not being able to find any of your groups.
  • Aybars_KutluturkAybars_Kutluturk Member IT Monkey ✭
    It resolved after restarting the service. Thanks,
    Can you tell me path of cache builders log path for further controls.
  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    Here's the default path:
    c:\inetpub\CiresonPortal\bin\Logs
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