5 Replies Latest reply on Dec 14, 2016 6:39 AM by andreas.lindner

    Response Level is empty when using Webacces. In console the Responce Level are available.

    Rookie

      We are using 2016.2.

       

      On the incident window we set the Response Level manually. On the webaccess-window the dropdownlist is empty.

       

      Any Idea?

        • 1. Re: Response Level is empty when using Webacces. In console the Responce Level are available.
          Steve_Rose Apprentice

          Hi Martin,

          it sounds like either a filter or agreement rule is applying (which is filtering your response levels and the existing response level criteria are not being met.

           

          Within console, You can take a look under administration > Service Level Management look at your response agreement rules, and ensure that the criteria is being met for each response level

           

          ra guidance.png

          If there are no agreement rules configured, or the criteria is being met you need to check what filter rules are applied on the Response level attribute within object designer > Incident Management > Incident , there may be webdesk only filters configured, I do recall a bug relating to the client type selection, but it was a long time ago I looked at this.

           

          Hope I have been of some help.

           

          Steve

          • 2. Re: Response Level is empty when using Webacces. In console the Responce Level are available.
            andreas.lindner Expert

            Hi Martin,

             

            maybe you've got different windows for web and console where there are different attributes. Just have a look at the View Rule Selection and the rules itself. You'll find the rules in your Window-Manager. See screenshot below (sorry for it is a german system, but the icons are all the same in any other language). Just have a look if there is a different view for you console and your web.

            2016-12-14 12_34_20-.png

             

            The other option might be a filter that's only working in WebAccess. Take a look in your Object Designer at the Incident object. Look for the Response Level attribute and check if there are any filters applied. You can select filters only to be active in WebAccess, so that might be the problem. See screenshot. As you can see there is always a default filter that only shows the response levels of the corresponding domain, e.g. for Incidents only the Incident Response Levels, and so on.

            2016-12-14 12_34_21-.png

            Maybe there are filter rules that will not apply in the console but in Web Access. Just check on your SLA Matrix in Administration. Maybe you'll find some problems there.

            2016-12-14 12_47_02-.png

             

            Hope it helps!

            Andreas

            2 of 2 people found this helpful
            • 3. Re: Response Level is empty when using Webacces. In console the Responce Level are available.
              Rookie

              Hallo Andreas, wir haben auch ein deutsches System.. :-)

               

              Das was du schreibst ist mir alles klar. Ich habe die Ursache glaube ich auch gefunden.

              Wir filtern nach Kategorie und hatten pro Kategorie eine feste Zuordnung der Priorität. Das hat auch funktioniert.

              Wird eine neue Kategorie angelegt, und es erfolgt keine Zuordnung, so zeigt er im Web nichts an. In der Console schon. Das war das verwirrende.

               

              Es muss scheinbar für jede Kategorie eine Zuordnung eingerichtet werden. Wir wollen bei jeder Kategorie alle Prioritäten manuell auswählen lassen.

              Wenn man keine genauen Übereinstimmungskategorien verwendet, dann funktioniert es. Ob das jetzt der exakt richtig Weg ist kann ich nicht mit Sicherheit sagen. Aber es erfüllt unseren Zweck.

               

              Vielen Dank für Deine Hilfe.

               

              Gruß

              Martin

              • 4. Re: Response Level is empty when using Webacces. In console the Responce Level are available.
                Rookie

                Hello Streve,

                 

                We filter by category and had a fixed allocation of priority per category. This has also worked.

                 

                 

                 

                 

                 

                If a new category is created and no assignment is made, it does not display anything on the web. In the console already. That was the confusing one.

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                There must seem to be an assignment for each category. We want to have all priorities manually selected for each category.

                 

                 

                 

                 

                 

                If you do not use exact match categories, then it works. Whether this is the exact right way I can not say with certainty. But it fulfills our purpose.

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                 

                Thank you for your help.

                • 5. Re: Response Level is empty when using Webacces. In console the Responce Level are available.
                  andreas.lindner Expert

                  Hi Martin,

                   

                  I'll just keep my reply in English so that the others can follow us.

                   

                  As you mentioned the category and the exact match something in the back of my head just poked me: there is an option when adding the rules where you can define if it has to be an exact match with the category or not.

                  Maybe this checkbox or default option will ease your pain with the SLAs. You can set the default, if you are in the Administration - Administration - SLAs and then simple mark the SLA folder in the hierarchy beneath Incident Object. The option will pop up above.

                  2016-12-14 14_36_34-10.22.0.61 - Remotedesktopverbindung.png

                   

                  In general, many things work in WebAccess where the Console shows strange behavior. Just keep that in mind for future releases.

                   

                  Cheers!

                  Andreas