Ticket Notes not visible on the Tickets after applying Data Segregation on the Migrated Tickets in Track-It! 2019

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    PRODUCT:

    Track-It!


    COMPONENT:

    Track-It! 2019 R3


    APPLIES TO:

    Track-It! 2019 R3



    PROBLEM:

    Ticket Notes not visible on the Tickets after applying Data Segregation on the Migrated Tickets in Track-It! 2019


    CAUSE:

    This is a known issue which has not yet been rectified in the current version of the product.


    SOLUTION:

    If you are experiencing this issue, please open a new support case and refer to Track-It! Defect number DRZOZ-20772 :Ticket Notes not visible on the Tickets after applying Data Segregation on the Migrated Tickets in Track-It! 2019

      Your case will be associated with the defect, and you will be able to view the defect status in your case in the Defects/RFEs/CARs section. 
      
    Workaround
    Run the below script to remove the data segregation from the database. In the below query we are assuming that you have groups created of the names as 'MAINTENANCE' 

    Example 1: In order to make the Ticket Notes visible to the 'MAINTENANCE' group. 

    update [dbo].[SMSYSVIEWS] set [VIEWCLAUSE] = null , 
    [CREATEVIEW] = 'CREATE VIEW "MAINTENANCE"."Ticket Notes" AS SELECT * FROM "_SMDBA_"."Ticket Notes" ' 
    where VIEWID in ( 'MAINTENANCE._TELDETAI_') and VIEWCLAUSE is not null 

    Query 2: 
    ALTER VIEW [MAINTENANCE].[Ticket Notes] AS SELECT * FROM "_SMDBA_"."Ticket Notes" 
    After running the above two queries, restart the IIS Admin and WWW Publishing services on the Track-It! Server. 
       
        

     


    Article Number:

    000180913


    Article Type:

    Solutions to a Product Problem



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