I hope you have configure assignment support group for service company.
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I already configured the support group assignment.
Actually we have 2 operating company. Let's say operating company A and B
What I confifgured were:
Support Company A --> Relate all support group from compay A to service support Company A
Support Company B --> Relate all support group from company B to service support company B
Is it correct?
Because I am stil having issue with the incident count for restricted acesss user.
This is happening to all users without Unrestricted Access or few users? My suggestion would be to turn on the Filter/Active Links logs and see the qualification to populate the data. I am sure there is something missing in group assignment mapping. Search and see the incidents field values 112, 60900, 60901, 60903 and 60989 field values? and make sure users has the access to one of those support groups or has the login id if requester is the user.
We were seeing an issue with showing All WOs on the WO Console. It had to do with the new Support Group Hierarchy. We had to make modifications so all users can see all WOs.
you might have already checked..if not one basic check to be performed is that
logged in user has the Company A and Company B under login access tab of the people form? if unrestricted access is not granted?
also make sure it reflects in the user form group list field as well..group id of company a and company b appropriately
if the user can access all the incidents from the search incident form then access permissions are fine..just that we have issue with the show all functionality..may be as suggested here collect active link logs and sql logs and see when choosing show all what is the criteria being set for the table and whats is not matching for the logged in user....
Yes, the user has the company a and company b in the login access tab, but not have the unrestricted access checked.
Company id a and b already generated in the user form of the login user.
I have attached the log for you, maybe you can help me find something.
In the log:
z1D_Char01 (301325300) = OR '112' LIKE "%1000000021%" OR '60900' LIKE "%1000000021%"
1000000021 is the company id of the company a, but if I check the field of 112 for each of the incident ticket, the id of the company is not generated anymore in Remedy 9.1. Is there some configuration missing or it's supposed to be like that, because only persons related to that ticket can view that ticket?
Really appreciate your help.
What kind of modification did you make?
I have 2 operating company, lets say company a and b.
In the support group hierarchy form, i make all of the support group of company a belong to company a and all of the support groups of company b belong to company b.