Not entirely sure what I managed to do here, but the service desk on my K1000 seems to be acting up.  It used to allow users to see the active tickets they submitted to the queue, but now they can't see them anymore.  They have read permissions in the service desk, just no tickets are showing up.

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also check to see if they have been removed as submitters of their tickets.

Answered 07/02/2012 by: nshah
Red Belt

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A few ideas:

First, if you go into Service Desk > Roles > User > Permissions USER Console > UserUI, do they have Write permissions on the Service Desk item?

If you go into Service Desk > Users, are the users listed there with the User role defined?  For what it's worth, mine are all setup with the End User role, but it's been a while since I set mine up and I can't remember if I created that role or if it's a system default.

Are you using LDAP to import your users?  If so, have you tried deleting a user, reimporting him/her, then logging in with his/her account to see if that changed anything?

Are there any errors listing in the K1000 logs when users log in and try to access the Service Desk?

Have you tried rebooting your K1000 with an extended DB check?


Answered 07/01/2012 by: jverbosk
Red Belt

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Did you configure the import of the ldap users?

Are the tickets submitted per email? or through the portal?

By default, a user is imported at first login time, if not imported through a scheduled import. If the import has not been configured, the email column might be mapped to the wrong ldap attribute. Then you will have the same user twice, once with correct email address and once with incorrect email address. Because the ticket is then associated with the user with correct email, the duplicate (login user) is then a different user and the ticket cannot be seen.

Answered 07/05/2012 by: pdoerfer
Senior Yellow Belt

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