Users in new ticketing application
Hi there,
Need some help with a stumper I've run into recently: I built a new ticketing application and Client Portal for our Web Services team, which consists of basically one guy who will be working tickets submitted via a single form in a single service on this new Client Portal. I have a few problems I've run into and some questions about how to address them and other things:
1)First for the user who will act as the Web Services tech: I created a new Functional Role called Web Services and added him to it. Also created a new Security Role, also called Web Services, gave it a Technician license, and set that as his security role in his Users record as well. Also created a Group called Web Services, added him to it, and made sure the correct ticketing application and the Active checkbox are both checked. I've gone into his Users record, checked the box next to the Web Services client portal application and the associated web services ticketing application as well.
2)The first problem is that I built the form he will use to take in these requests in the new ticketing application, but I cannot select him as a responsible resource. There are ZERO selectable users available when I try to set a default responsible user, literally just a blank list. The requester list is fully populated, just no assignable technicians.
3)Even if he is the person working in the Web Services ticketing application and Client Portal, he still needs access to the regular IT Client Portal we've had all along to submit IT tickets to us. Does the default Client Portal in his Users record just refer to which one will launch if he selects the Client Portal at login or from the menu in TDNext? Can he still reach both by using their respective URLs, or will the "non-default" Client Portal redirect him to his default one, leaving him unable to use the IT Client Portal?
I know there's something stupid I'm missing and I've searched all the documentation I can find on your KB, but can't seem to find a straightforward answer to these. Can someone please tell me what I'm missing here?
Thanks, always appreciate you guys!
Stuart
Answer (1)
Hi Stuart,
For your first question, labeled #2: Daniel was not marked as an Employee and that field specifically looks for relevant groups or users that are marked as Employees (when you search by type-ahead function). The filter page for that field allows you to select Employees, non employees, or Both and you could have found him there, but I corrected his account to mark him as an employee so if you try again he should just show up now.
For question 2: Yes the default portal is what portal should *he* be taken to when he goes to the client interface option from your domain's landing page.
Sincerely,
Mark Sayers
Sr Support Consultant, CS