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Service Clears on Service Call form

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Ben Little
Valued Contributor.

Service Clears on Service Call form

All,

using Service Desk 4.5 SP11.

I am using a template to fill in values for a specific group into a service call. This is the default template for their role, and that role also has view/new/modify Service call, as well as Service view permissions

Once the template has filled in all values it has a default value for Service, and Service gets populated as I want. However, once I fill in a customer, Service gets cleared. Why is this and what can I do to make it stay?
5 REPLIES
Jonathon Druce
Acclaimed Contributor.

Re: Service Clears on Service Call form

Do you have an SLA for this group of customers for this service?
Ben Little
Valued Contributor.

Re: Service Clears on Service Call form

No. We have no SLA's at all, much less attached to this service.
Bryan Kercheval
Super Contributor.

Re: Service Clears on Service Call form

Ben,

Try putting in the person's name before you select the template. Also, you might need to make sure that the Service is available to all companies.

Bryan
Ben Little
Valued Contributor.

Re: Service Clears on Service Call form

The template is the default for a whole group, so I can't select the customer before the template. The template loads whenever is Service Call is opened.

The Service at least has view access for anyone able to create these tickets.
Ben Little
Valued Contributor.

Re: Service Clears on Service Call form

any further answers for this?