Did you check in "SRS:CFG-ApplicationPreferences" for these users if the "Initial Console View *" is ok?
Like set to "Service Categories"?
Yes, there its selected as Service categories. eventhough the user clicks on "Browse Category" link also the categories will not sho-up.
hanks & Regards
Aniyan Abraham Paul
I logged API + SQL, it seems there are some API calls about enttitlement. Did you flush the "user entitlement" cache as well?
I guess you should try to log:
API + SQL on the server and try to run the queries to see what is there for an use and what is missing for another.
you meant following two forms, I did a search and this shows the SRDs which the user have access to. User is able to see the SRDs when he/she clicks on the search button, but system is not showing the categorization.
ENT: Enttitlement Generate QUAL/CACHE
Yeah but perhaps the query isn't the same?
In my logs I see this, it seems it tries to get the Categories here, do you have the same things in the logs for those people?
+GLEWF ARGetListEntryWithFields -- schema SRD:Categories_ServiceRequestDefinition from Mid-tier (protocol 18) at IP address xx.xx.xx.xx
According SQL Query:
SELECT T2545.C1,C302162700,C302882800,C302903200,C302889900,C302822400,C302893800,C302889300,C303787100,C179,C303785300,C302974200,C302974400 FROM T2545 WHERE (((T2545.C179 = 'SR005056830082OObxTQTx8vAwi0QB') OR (T2545.C179 = 'SR005056830082FDD6TQqEBsBQqDcL') OR (T2545.C179 = 'SR00505683008293kATgZy_fFw-EEH') OR (T2545.C179 = 'SR00505697020CgFjnTgc0FjBA_Z4B') OR (T2545.C179 = 'SR000C2938FD8AiSnBTggRN5AABVsA') OR (T2545.C179 = 'SR000C2938FD8AiSnBTggRN5AABVsA') OR (T2545.C179 = 'SR000C2938FD8AiHHCTgK9EbAQ6EcA') OR (T2545.C179 = 'SR00505697020C2VLzTgRE9IAAez0A') OR (T2545.C179 = 'SR00505697020ClZH8Tg_iMiEAuN8D') OR (T2545.C179 = 'SR00505697020C6XtfTwUg0qFgujkD') OR (T2545.C179 = 'SR00505697020C2s9gTwOfNZGwoFQE') OR (T2545.C179 = 'SR00505697020CesFhTwts4JHwz-YE') OR (T2545.C179 = 'SR00505697020CiRliTwsclhIAQLwF') OR (T2545.C179 = 'SR00505697020ClyRiTwzfWMIAwdsF') OR (T2545.C179 = 'SR000C2938FD8AFalPTwaY2hAAjW8A') OR (T2545.C179 = 'SR00505697020C_jZnTwdNdcNAQskI') OR (T2545.C179 = 'SR00505697020CCq1oTwMfcROgPHgJ') OR (T2545.C179 = 'SR000C2938FD8AHSR0TwAL9KAAbDMA') OR (T2545.C179 = 'SR00505697020C5OGPTwry_mAwiMAA') OR (T2545.C179 = 'SR00505697020CFeaPTw0I32AwMckA') OR (T2545.C179 = 'SR00505697020CV36WTwylG5HQs8EF') OR (T2545.C179 = 'SR00505697020CxaKeTwtkrlFQkYUE')) AND (T2545.C302893800 IS NOT NULL) AND (T2545.C160 = 'fr_FR')) ORDER BY C302893800 ASC,C302889300 ASC,C302882800 ASC, 1 ASC
Edit for last post:
I just saw the "locale" in the query, do they have a correct one in "AR System User Preferences".
AND (T2545.C160 = 'fr_FR')
yes.. I think the problem is something related to this.. before a week back there was two SQL queries used to get executed one with Fr_CA and another Fr. But now in the System I can see only one query is getting executed, more wiered is.. in the non-Prod environment both queries are executing but in PROD only the Query associated to Fr_CA as shown below.
SELECT COUNT(*) FROM T2219 WHERE (('ID0050568E6B93wB-nTQtRTnAwvgIG' = T2219.C303747500) AND ((T2219.C112 LIKE '%;''aa'';%') OR (T2219.C112 LIKE '%;0;%') OR (T2219.C112 LIKE '%;1000000302;%')) AND (T2219.C160 = 'fr_CA'))
do you know, is there any place where we can disable/enable this option??..
Did you check in the user record in "AR System User Preference"? Perhaps he has set fr_CA or a wrong locale?
Usually the locale is defined in the SRD (manage locales), did you set "fr" or something more specific (fr_CA or fr_FR)?
In the user preference its Fr_CA, but in the DB level normally it should execute two SQL queries as I mentioned above. One query with Fr_CA and another Query with Fr, but now in the PROD environment only one query is executing... in other environments still both the queries are executing, If I use the same user preference in the Non-Prod Environment then I can see bth the SQL queries are executing. I am not sure where we can enable/disable this funtionality.
No idea... Did you try logging at filter level as well? Else it's API calls and I don't know how you can configure this :s