Request not visible to new owner in MyIT if Customer/Contact gets changed or ticket is transferred in the Incident

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    PRODUCT:

    MyIT Digital Workplace


    APPLIES TO:

    3.3.02



    QUESTION:

    UseCase:
    1. Submit "SRD with INC" request with user Bob from MyIT (Requested By & Requested For)
    2. Login to the mid-tier with user Bob, amend the contact on the Incident to Mary
    3. Login to the MyIT with Mary\password ===> Mary cannot see the request in MyIT ===>Mary can see the request in Request Entry


    EXPECTED RESULT:
    Mary should be able to see Request in MyIT.


     


    ANSWER:

    This is identified as Defect # DRIIT-20853 which is tentatively targeted to be fixed in 3.5 version of MyIT.

    WorkAround:

    >>Open form MYIT:Service_Request from Developer Studio.
    >>Check permission for field entryId ie Field ID 1
    >>Add “Assignee Group” and “Unrestricted Access” permission to this field save changes.
    >>Flush the cache


    Article Number:

    000140035


    Article Type:

    FAQ/Procedural



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