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Why are templates not shown

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Stephan Conrad_
Respected Contributor.

Why are templates not shown

Hi tougether,

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?

regards,
Stephan Conrad
6 REPLIES
George M. Meneg
Acclaimed Contributor.

Re: Why are templates not shown

Stephan,

Is by any chance "Use Delayed Role Caching" enabled on General Settings?

If you have this set, the modifications are propagated as long as the person who did the modifications closes the Administrator Console.

I have this setting enabled and have troubles with it, even after closing Admin Console or closing the client.

Since unchecked this option I stopped having this problem.
menes fhtagn
Ruth Porter
Acclaimed Contributor.

Re: Why are templates not shown

Hi Stephen,

Is the user using the drop down list or the hierarchic view of templates when they don't see the template?

If you use the hierarchic view of templates the person creating the template has to be very careful to ensure they select the right template category or it can be very difficult to spot them.

Hope this helps

Ruth
http://www.teamultra.net
Ramaprasad N
Outstanding Contributor.

Re: Why are templates not shown

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.
Stephan Conrad_
Respected Contributor.

Re: Why are templates not shown

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.
Ruth Porter
Acclaimed Contributor.

Re: Why are templates not shown

Hi Stephan,

Could you post some screen shots as I am getting very confused:

The definition of the role showing which templates,
The account showing which roles
The hierarchic view the user gets when he attempts to use the template
Teh template dfinition

Thanks

Ruth
http://www.teamultra.net
amra deovic
Contributor.

Re: Why are templates not shown

I have the same issue after the upgrade to SP17.Have you solved this?
Thanks