do anyone know why templates are not schown? We "relate" the templates always to the roles from the persons, that needs the templates, but they don't see it. Even after a new login. Has anyone an idea?
Many a times, clearing the folder C:\Documents and Settings\\Application Data\Hewlett-Packard\OpenView\Service Desk will resolve the issue. It helps to troubleshoot, but may not resolve the problem completely.
The problem is, that when a user wants to create a change, servicecall ... the template is not shown in the hyrachical view. But we know, that we put it in the right category. But when we assigne it to a additional role, wich has nothing to do with that kind of template the suddently it apears in the view even if we later unrelate it from that role. The "Use Delayed Role Caching" setting is unchecked.