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was the Request generated from a back end fulfilment request e.g. Incident?
If so, then there will be no questions/answers generated.
Agree with Carl here,
Had the same issue, where the customer could not see the description of the ticket when the support desk raised an Incident for them. BMC said its as designed and they have no plans to change it. So I Had to add workflow which adds the description as a public comment when a new ticket is created.
For BMC, almost everything that is implemented in this way is design. For me this is not so and here you can see exactly what happens without design and view of the users. Technically brilliantly implemented, but the actual benefit is less than it could be. That's too bad.
Being new to SRM, What to you mean by asking Was Request generated from backend fulfillment application e.g. Incident ?
Service Request is creating an Incident. It is an intermittent issue, sometimes user are able to see Questions & Answers and sometime they aren't.
He is talking about the configuration in the incident/change/Workorder management rules.where you can select whether each incident, change or work order will have a related Request automatically created by the system. and there would be visible to the Customer/end user using the SRM console.
A service request can therefore be created in two ways,
1. When a user logs the request using SRM. which in turn creates a fulfillment request such as incident, work order etc.
2.when the Incident/workorder rules are set to create a Request on ticket creation. If the support desk creates the Incident/work order , workflow will create a related Request.
In the second case the description of the ticket is not visible on the Service Request as it has no questions/answers.
I hope this helps
Thanks for the explanation.
I believe I have issue with first scenario: User logging Service request using SRM which is creating fulfillment request i.e. Incident request. For this service request, Additional Details tab is blank.
can you post a picture of the Details tab?