Service Desk Practitioners Forum
cancel

cannot register incidents in service pages

Highlighted
Jens Nygaard
Trusted Contributor.

cannot register incidents in service pages

After i login to servicepages users cannot enter a new Incident, when all the information is entered and the user hits the "submit" button, they get following error "for servicecall, following field are required, caller"
11 REPLIES
Alexey Dukov
Outstanding Contributor.

Re: cannot register incidents in service pages

Hi, you need to check access to this field
(caller) in System--> Security -->Access--> Role--> Foloving role.

Also you can make field "caller" not required in System-->Security -->Prevention-->required fields-->Incident--> Fieldname

Hope this help

Best regards,
Alexey.
Ruth Porter
Acclaimed Contributor.

Re: cannot register incidents in service pages

Hi there,

I would check that the account you are using is linked to a person record - as it expects that the person linked to the account will be put in as the caller.

Hope this helps

Ruth
http://www.teamultra.net
Jens Nygaard
Trusted Contributor.

Re: cannot register incidents in service pages

correct, the SD account was not entered in the "person" record.
But how can i automate this, so everytime a new caller is entered in the system, the SD account field will also be filled??
Ruth Porter
Acclaimed Contributor.

Re: cannot register incidents in service pages

Hi there,

I am not sure I understand what you mean by "automate" - how are you setting the SP accounts up?

Regards

Ruth

PS it is usual to submit some points if a response helps
http://www.teamultra.net
Jens Nygaard
Trusted Contributor.

Re: cannot register incidents in service pages

well just to clarify, my problem is not the "admin servicepages accounts", but the "user servicepages", I import all the organisations users from an generated XML file, this import job runs every night. so all the New users in the system does not get the Account field filled. i would like this to be done automatically, but cannot figure out how to do this!

ps. sure i will assign points.. ;-)

Ruth Porter
Acclaimed Contributor.

Re: cannot register incidents in service pages

Hi there,
Firstly: If you import an existing person record its linked account should stay in place unless your import specifically removes it.

For new persons I think there are 2 cases:

1. SP account for end users (does not use a license)
2. SD application account - uses a license and should have specific role(s) associated with the account.

For the first, you can let such users set up their own SP account by specifiying the relevant details in the email hostname in system admin/OV config under Service Pages

For the second (SD licensed accounts) I would not recommend that you do these automatically as you should be considering what roles they have and which work groups they belong to.

Hope this helps

Ruth
http://www.teamultra.net
Alexey Dukov
Outstanding Contributor.

Re: cannot register incidents in service pages

Hi.

We use some script from sql server job, which start every night.
To new users we automatically connect role by default.
Name of accounts we use Email Adress, all before "@".

Script:

set dateformat dmy

declare @ln nvarchar(50)
declare @fn nvarchar(50)
declare @mail nvarchar(255)
declare @acc_oid bigint
declare @per_oid bigint
declare @rpa_oid bigint
declare @login nvarchar(40)
declare @i int

declare a cursor for
select per_oid,per_lastname, per_firstname, per_email from itsm_persons
where per_email is not null
and per_acc_oid is null

open a

fetch next from a into @per_oid,@ln,@fn,@mail

while @@fetch_status=0
begin


set @login=''
set @i=1

while @i<=len(@mail) and substring(@mail,@i,1)<>'@'
begin
set @login=@login+substring(@mail,@i,1)
set @i=@i+1
end


set @acc_oid=(select max(acc_oid) from rep_accounts)+1
--delete from rep_accounts where acc_oid>281486112915601

insert into rep_accounts
(acc_timeformat_dif_oid, acc_currencydecimalsymbol,acc_currencydisplayleadingzero,
acc_currencygroupingsymbol, acc_currencynegativeprefix,
acc_currencynoofdigitsafterdec,acc_currencynoofdigitsingroup,
acc_numberstyledecimalsymbol, acc_numberstyledisplayleadingz,
acc_numberstylegroupingsymbol,acc_numberstylenegativeprefix,
acc_numberstylenoofdigitsafter,acc_numberstylenoofdigitsingro,
acc_oid,acc_loginname,acc_password,acc_lockseq,acc_showname,
acc_disabled,acc_integrationsaccount,acc_subtype,
acc_concurrentuser,acc_nameduser,acc_lng_oid,
acc_tmz_oid,acc_password_modification_date,
acc_shortdatestyle,acc_shorttimestyle,acc_mediumdatestyle,
acc_mediumtimestyle,acc_longdatestyle,acc_longtimestyle,
acc_dif_oid,acc_datetime_dif_oid
)
values
(352829,'.',0,',','-',2,3,'.',0,',','-',2,3,@acc_oid,@login,'FNTny/8Pv8PLK8/a',
1,@ln+' '+@fn,0,0,281481481158663,1,0,1049,281478151209004,
getdate(),'dd/MM/yy','hh a','MMMM d, yyyy',
'HH:mm','EEEE, MMMM d, yyyy','HH:mm:ss',352827,352818
)


set @rpa_oid=(select min(rpa_oid) from rep_roles_per_account)-1
--Ð Ñ Ð¿Ð¾Ð»Ð½Ð¸Ñ ÐµÐ»Ñ


INSERT INTO rep_roles_per_account
( rpa_oid
,rpa_rol_oid
,rpa_acc_oid
,rpa_lockseq
) VALUES ( @rpa_oid
,281485935050894
,@acc_oid
,1)



update itsm_persons set per_acc_oid=@acc_oid where per_oid=@per_oid

fetch next from a into @per_oid,@ln,@fn,@mail
end
close a
deallocate a

Hope this help.

Best regards,
Alexey.
Jens Nygaard
Trusted Contributor.

Re: cannot register incidents in service pages

thanks for the replies, unfortunately i'm not so strong in SQL, so sorry but this is not an option, however, then we configured all the accounts for the first time, we had an HP consultant to do that, i just can't remember how he did it.. but it was in fact pretty easy.. The problem is now, that all the new imported person records cant login to the web interface..
Ruth Porter
Acclaimed Contributor.

Re: cannot register incidents in service pages

Hi there,

Are these new imported persons SP or SD accounts?

If SP can you let them do it for themselves as I suggetsed in my previous response?

Regards

Ruth
http://www.teamultra.net
Jens Nygaard
Trusted Contributor.

Re: cannot register incidents in service pages

The Imported accounts are SD accounts, i want these automatically set to SP accounts aswell..

Sorry but it is not an option to let the users registrate their own SP account.

Br.

Jens Nygaard
Mark O'Loughlin
Acclaimed Contributor.

Re: cannot register incidents in service pages

Hi,

if it is automation you need for this I think you should look again at the script provided or have someone who knows scripting to have a look.

I favour the approach of letting the user request an account as it is quite easy and they learn that they can self service their SP accounts quickly (Set it up and request password resends / reminders.

Also it keeps the number fo SP accounts to a minimum as not everyone in the organisation will ever use SP's. Sone people will not log calls even by phone to the desk.