CA Service Management

Hi Team

we have enabled change request on employee role but when saving its giving popup window and not able to save the ticket.  

"Data partition create restriction on change order"

pls advise

As a generic test, please remove the DP listing on the Employee role and see if the employee can save the change order.

can u pls elaborate ? where can i find dp listing ?

On 02-May-2018 5:34 pm, "David-Ng" <communityadmin@communities-mail.ca.com>

It is important to understand that the default Employee Role has an Employee Data Partition in place:

Drilling down into the Data Partition, we see a restriction that is built in for Employees and Change Request creation:

Data partitions are add-on constraints.  They are conditions that will allow the given action (Create, View, Update etc.) to take place on the given table (Change_Request in this case) if the condition clause is met (id = 1).  In this case, the DP specifies that the contact with this DP assignment will be allowed to Create a Change_Request if the given Change_Request has an id value of "1", which is not possible a condition to satisfy, and thus effectively blocks any such requests.

A question I have is what exactly are you trying to do?  Why do you need Employees to be able to create Change Orders?

hi David

axtually we jave some external customers who logged change request. we just

give them description field n phone number and they save the ticket...then

Analyst has to to atached the category based on their descriptionnn n fill

other fields as necessary ...

On 02-May-2018 5:45 pm, "David-Ng" <communityadmin@communities-mail.ca.com>

You will need to confirm for these external customers what role they are using and what is the given role's DP in place. Identifying a contact as an "external customer" means very little without understanding the contact's assigned roles and DP.  

You can have a user who was listed as a full Administrator running but if the user has usage issues, it could simply be because the given Administrator role has a DP that applied restrictions

Aamir.........

Do you require any further assistance on this topic?   If not, please mark one of the answers as correct so that this thread can be closed.