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Template not working for some users

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Peter J Gray
Respected Contributor.

Template not working for some users

Hi,

I have created a new Service Call Template & have applied the permissions to the template for the user who required it. However, when they go to use the Template, they cannot register a call & get the following message:"You are not allowed to insert this Service Call". To further complicate matters, user can log into another system & log an SR but cannot do so on his own system. I can also use the template properly on his system.

To summarise, User cannot use template when logged in as himself on his own system.

Any suggestions will be welcome.

Thanks,

Peter
2 REPLIES
Ramaprasad N
Outstanding Contributor.

Re: Template not working for some users

Have you tried clearing the cache on the user's client? Looks to me like a cache issue.

-Ram
Mark O'Loughlin
Acclaimed Contributor.

Re: Template not working for some users

Hi Peter,

if clearing the cache doesn't work make a backup of the service desk folder and then delete the original and restart the client and try again. If it works try copy back the views.dat and restart the client and see if it happens again (if not the user gets theor views back).