Analyst Role is unable to view some tickets

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

When use the Go feature to view some tickets, Analyst role users can't view as the pop up screen is empty with message there is some error, while Administration role users don't have issue seeing these tickets.

Environment

Release : 17.3

Component :

Resolution

Most likely it is some data partition constraints that prevent Analyst users see those tickets.

Open the Analyst role detail and search for all constraints of type view and exam the ticket view constraint. For example, if certain request tickets can be viewed, exam the view type constraint for Call_Req table and modify as necessary and then  log out and log back in to test. For example, if the constraint is "group != U'uuid-of-the-group'" and the tickets that can't be viewed don't have assigned group, you can modify it to "group != U'uuid-of-the-group' OR group is NULL".