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SD5.1 SC Service Population.

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Graham Strydom
Respected Contributor.

SD5.1 SC Service Population.

HI all,

We have upgraded from SD5.1 (SP0) to SD 5.1 (SP3), in the following environment;

1 App Server (Windows 2003)
1 SQL DB Server (Windows 2003).

Since the upgrade we are unable to select a Service within the Service Call module...i.e.
open new Service call>populate caller, org etc>click on Service "quick find"...unable to select a Service from within the Service quick find.

Note 1: All our persons are related to Organizations
Note 2: Services are related to Organizations not persons.

Thanks
Graham
6 REPLIES
Bhuvnesh
Honored Contributor.

Re: SD5.1 SC Service Population.

Hi,
I hope you have also related Services with SLA. You need to ensure that Organization is recepient of both Service and SLA.
Also have a look at "Service/SLA retrieval settings" in system panel to see if any thing change from previous settings.
Graham Strydom
Respected Contributor.

Re: SD5.1 SC Service Population.

I have double-checked and the service/SLA relation is still there. The Orgs are also recievers of both SErvice and SLA.

It seems as though the Service quick find on Service Call is looking for Services related to the caller and not the callers org. There is an action "All Services" this one looks fine.

Any thoughts?
Bhuvnesh
Honored Contributor.

Re: SD5.1 SC Service Population.

Go to OV Config>System Settings > Service and SLA retrieval Settings for Service call.
You will see a table here.
Ensure that both Caller and Caller Organization Hierarchy are added to Available section.
Graham Strydom
Respected Contributor.

Re: SD5.1 SC Service Population.

THe Assigned window within the "Service and SLA retrieval setting for service call" config has the "Call Organization Hierarchy" and "Caller" populated.

Are you running SD5.1?
How is your SLM setup?
Bhuvnesh
Honored Contributor.

Re: SD5.1 SC Service Population.

Yes we are using 5.1 SP3.
We created services using Service Definitions (& underlying CI definitions) --> Related Services to CIs --> Made customer organization as recepient of service --> created SLA and made customer org as recepient of SLA --> Mapped service with SLA --> Made SLA active.
SLA/ Service retrieval settings have both caller and caller org heirarchy in the selection filter with "caller org hierarchy" having first preference (1st in list).
We also have "Search caller within org hierarchy" option set in system panel.

Now at the time of call logging we first select organization; this gives us the list of related service from which we select impact service.
We then continue selecting caller, CI (using CI used by this service) and other things..

It works fine for us.
Graham Strydom
Respected Contributor.

Re: SD5.1 SC Service Population.

Hi all,

Thanks for the info. HP have advised that the quick find on Service Call only searches on Services related to the Caller and not the callers' org.

We will have to use the overview actions instead.