CA Service Management

Expand all | Collapse all

Service Desk Manager 14.1.2 Restricts Contact Fields to Group Members

Jump to Best Answer
  • 1.  Service Desk Manager 14.1.2 Restricts Contact Fields to Group Members

    Posted 02-25-2016 11:55 AM

    After going from 14.1.1 to 14.1.2, it seems that the "Affected End User" on IRP tickets as well as the "CAB" field on Change tickets are being restricted to members of the group if the group field is already populated.  This functionality was supposed to be a feature for the "Assignee" field to only show members of the group based on this patch, but I think it's over stepping its bounds.  Is there a fix out there for this?

     

    Example:



  • 2.  Re: Service Desk Manager 14.1.2 Restricts Contact Fields to Group Members
    Best Answer

    Posted 02-25-2016 12:00 PM

    Hi Kenneth,

     

    Kyle_R posted about this a few days ago.  Support has a testfix available.  Good timing as I opened a case about the same thing last week!

    Tip: After ITSM 14.1 C2, patch to fix change Assignees being limited ONLY to Group lookup



  • 3.  Re: Service Desk Manager 14.1.2 Restricts Contact Fields to Group Members

    Posted 02-25-2016 01:46 PM

    Thanks Grant!  I finally was able to get CA Support to find that fix and they're sending me the patch on my ticket.  Thanks for the help.



  • 4.  Re: Service Desk Manager 14.1.2 Restricts Contact Fields to Group Members

    Posted 02-25-2016 06:49 PM

    Hi... I have a question about this patch.  Does it only fix the wrong behavior when clicking on the link above the 'affected end user' and 'requester' fields, but keep the desired behavior of only showing the assignees that are in the group when you click on the link above the 'assignee' field?

     

    Thanks, Tammy



  • 5.  Re: Service Desk Manager 14.1.2 Restricts Contact Fields to Group Members

    Posted 02-25-2016 06:56 PM

    Hi Tammy,

     

    The patch only fixes the Affected End User fields.  I installed this in my test environment and found that the group/assignee inter-dependency is still in place.



  • 6.  Re: Service Desk Manager 14.1.2 Restricts Contact Fields to Group Members

    Posted 02-25-2016 07:16 PM

    Sorry, my previous post was because I didn't read your reply right, so I've deleted it.  So the patch did fix the issue, and the group/assignee inter-dependency is still in place.  That's good.  We upgraded to 14.1 on our test environment and are preparing to upgrade production sometime in March.  I'm also seeing it happening on the requester field too -- Can you tell me if it's fixed on that field as well?

     

    Thanks.

    Tammy



  • 7.  Re: Service Desk Manager 14.1.2 Restricts Contact Fields to Group Members

    Broadcom Employee
    Posted 02-25-2016 07:26 PM

    I had the same issue - and yes, the patch fixes Requester as well. Regards, James



  • 8.  Re: Service Desk Manager 14.1.2 Restricts Contact Fields to Group Members

    Posted 02-26-2016 10:27 AM

    Great, thank you!

    Tammy



  • 9.  Re: Service Desk Manager 14.1.2 Restricts Contact Fields to Group Members

    Posted 02-28-2016 05:42 PM

    Thanks for posting the cross-link, Grant.

     

    Kyle_R.