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.
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.
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.
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..