Do yo have done any modifications with the user or the contacts?
Are you sure that the contact's id associated to the user's id that uses to login in itop is the same as the assigned agent's
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Sorry, I don't understand you
The primary keys (id) of the contacts are independent of the organizations
Every contact has a primary keys (id) in the iTop database
If the primary key 'id' of the User account's contact is different to the primary key 'id of the request agent' contact, then it's normal that don't see the assigned request because you are logged in with a user associated to a contact that it's not the request agent
To see the assigned requets you have to have the user account contact associated to the request contact agent.
It's strange,..The primary keys are internal and they can't be changed from itop,...
¿Do you have repeated contact names? In iTop you can create repeated contact's name although internally the primary keys ( id ) are different. For example
Javier Garces with primary key id=1 associated to user account User1
Javier Garces with primary key id=2 associated to user account User2
¿ Any recent database data load ? ¿contacts, user accounts,...?
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In the admin console, users can only see objects for their allowed organizations if some are specified. So if you put some allowed org on your support agents, it's normal. Remove them.
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None of the agents are able to see cases which are asigned to them. They can only see all Open requests which are belongs to their organization.
Can some one help me on this.
Regards
Srikanth B
Can some one help me on this???
Hello
Do you have modified the data model?
If you are using the default data model in the iTop 2.4.1 xml file appears this OQL
<oql><![CDATA[SELECT UserRequest WHERE agent_id = :current_contact_id AND status NOT IN ("closed","resolved")]]></oql>
The requests don't appears if they are in resolved or closed status...
I didn't do any modifcations and I have almost 80 cases which are assinged. But none of them are appeared. Can you help me on this.
Do yo have done any modifications with the user or the contacts?
Are you sure that the contact's id associated to the user's id that uses to login in itop is the same as the assigned agent's
Yes...
Login ID and contact Employee number both are same ..
I mean the identifiers of the objects in the database. The ' Employee number ' in iTop is a different field
Sorry, I don't understand.... Can you pls clarify me in a simple manner....
1-Searh the user account that you use to log in itop
Admin tools->User Accounts
CSV Export->
Check the Contact (person) -> id
2-Search the 'User request''s agent in the contacts
Configuration Management -> Contacts
CSV Export->
Check the id (Primary Key) -> id
¿Are the same id the numbers that you have seen doing the 1 and 2 steps?
Hi Srikanth,
Where are the agents looking for tickets, the admin console or the end-users portal?
If you have set "Allowed organizations" for agent accounts, then they can only see tickets for those organizations in the admin console.
i think.... srikanth bhavaraju its refer to roles or profiles to Service Desk Agent... no???
Dear Javier Garces,
Thanks for the steps for easy understanding...
Here I can see both are different, Since we have 5 organziations. So one ID is matching out of 5.
Can you pls help me, if we have any solution for this.
Sorry, I don't understand you
The primary keys (id) of the contacts are independent of the organizations
Every contact has a primary keys (id) in the iTop database
If the primary key 'id' of the User account's contact is different to the primary key 'id of the request agent' contact, then it's normal that don't see the assigned request because you are logged in with a user associated to a contact that it's not the request agent
To see the assigned requets you have to have the user account contact associated to the request contact agent.
It's strange,..The primary keys are internal and they can't be changed from itop,...
¿Do you have repeated contact names? In iTop you can create repeated contact's name although internally the primary keys ( id ) are different. For example
Javier Garces with primary key id=1 associated to user account User1
Javier Garces with primary key id=2 associated to user account User2
¿ Any recent database data load ? ¿contacts, user accounts,...?
Yes, we have repeated contact Names.. Since all contacts are part of all organization in my organization.
Thank you Javier Garces ...
Now i got the logic and issue is been resolved.
Dear Guillaume Lajarige,
Agents are looking into Admin consol for tickets and alloted organizations well as per their project.
Can you help me here.
In the admin console, users can only see objects for their allowed organizations if some are specified. So if you put some allowed org on your support agents, it's normal. Remove them.