CA Service Management

  • Private Community
 View Only

  • 1.  when user trying to open their won ticket showing error

    Posted Jan 08, 2019 06:27 AM

    After ticket creation when user trying  to open their won ticket showing error. please find below error step by step.

    Step 1 -

    Step 2-

    Step 3-

     

    But if I set role as Analyst I can able to open the ticket .Please guide me for the same.Step by Step solution will be more helpful for me.

     

    Regards,

    Saikat Das



  • 2.  Re: when user trying to open their won ticket showing error

    Broadcom Employee
    Posted Jan 08, 2019 09:42 AM

    Saikat, there is some data partition on that role? Also, the stdlog should have more info(turn the debug mode on if necessary). Thanks _Chi



  • 3.  Re: when user trying to open their won ticket showing error

    Posted Jan 08, 2019 12:39 PM

    It is certainly a data partition issue. Please check the data partition for Employee access type. Some clause need to be refined.

     

    Thanks

    ArunavaS



  • 4.  Re: when user trying to open their won ticket showing error

    Posted Jan 21, 2019 02:53 AM

    Hi,

    Yes after disabling all the data partition in test server( using  db query - update dmn set del=0 where del=1) employees are able to view their own ticket.

     

    But I have not made any change in data partitions in our production environment(I.e. CASM 12.7) and it is working fine ,but when we upgrade it from  12.7 to17.1 we are facing the same issue.

     

    Please suggest how to resolve this issue .Thanks in advance

    Regards,

    Saikat Das