Hi Sandra Have you tried to run the browser on the users machine in incognito mode (private mode)? I have had some weird problems with users cookies and cache on their local machines. i found this out when I asked them to try in incognito mode and once my suspicious were confirmed I went into their browser settings and deleted all their browsing data which seems to have helped them alot.
If you do delete all their browsing data, just make sure (in google chrome at least) that you select "the beginning of time" in the drop down menu in the Clear browsing data section and then select all the tick boxes. Let us know how that goes. Cheers Brad On Wed, Oct 14, 2015 at 11:18 PM, Hennigan, Sandra, CTR, DSS < [email protected]> wrote: > ARS & ITSM 8.1.01 > Service Request Management > > SRDs in use since January 2015, entitled to all of a our Company users, are > designed to create Incidents. > Works fine - No issues submitting the request. > > EXCEPT we have random users that although they can view the SRD categories > and > "Request Now" a SRD, when the SRD opens, only the header of "Requested By", > "Requested for", "Phone" and "Email" fields are in view. None of the > question > prompts are displayed. For any affected user, opening any SRDs has the same > result - doesn't matter which backend form gets created, INC, WO or CRQ. > > We have: > Flushed the Entitlement cache > The app & mid-tiers have been restarted and mid-tier cache flushed > Hard cleared the mid-tier cache > Checked the users BMC.CORE:BMC_Person, BMC.CORE:BMC_Person_, > BMC.CORE:BMC_BaseElement records - some users are in the BMC.ASSET and > other > users are in the BMC.ASSET.SANDBOX. Same goes for our users for which a SRD > displays the questions. > Turned on User logging and logged a working user & a non-working user. > Compared log files > No entries in the mid-tier logs > Given users Unrestricted access; the default is access restriction to their > Company. > Given users Fixed license; default for Support Staff = No is Read > Removed/added Login ID > Changed to Non-Support > Reset password > Deleted User Preference records > Deleted User Search Preference records > Created a new Entitlement Group for the affected users > Added new SRDs entitled ONLY to affected users. > > All users have a Remedy Login ID & Password. > Affected users might be Support Staff = Yes or Support Staff = No. > > The issue can be resolved if we use the Data Wizard and create a new Login > ID > for the user but this creates a non-standard user record. It is hard to > know > how wide-spread the issue is because we have only had a few users report > the > issue. > > Anyone have any suggestions? Users have tickets logged in their name so I > am > reticent to delete and re-add a CTM:People record but may have to. Your > assistance is welcome. > > Thank you, > > Sandra > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
