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Admin can see contact field, but other users can't
Posted: 19 Jun 07 3:30 PM
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All of the sudden, users can't see the contact name on the Ticket Detail view. The only thing in the field is a comma. However, the admin user can see the correct contact name.
Also, all users can see the contact name when viewing a group in list view. I have to be overlooking something simple. Has anyone else seen this before or have a clue where to start? I've checked the joins, database security, user security. Nothing. I appreciate any help. |
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Re: Admin can see contact field, but other users can't
Posted: 20 Jun 07 6:44 AM
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Only seeing a comma in the contact field? It's possible a calculated field has been changed. Open the Administrator and select Calculated Fields... from the Manage menu. Highlight the row where the Name column says, "Contact Name (Last, First)" then click the Edit button. Select the Calculation tab at the bottom and make sure the calculation is the following
°Contact.Lastname°, °Contact.Firstname°
This is the first thing that comes to mind. I'm not sure what else could be the problem if its not this.
John G. |
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Re: Admin can see contact field, but other users can't
Posted: 20 Jun 07 10:12 AM
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I checked that and it is set correctly. Thanks, though.
It bothers me that the ADMIN user can see these names correctly and all other users can't. I don't have this problem in my test database which is a slightly older copy of the production one. Plus, I haven't made any drastic changes lately. I wonder if it's a user security setting somewhere???
AND ... I have 4 remote users. They don't have this problem. |
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Re: Admin can see contact field, but other users can't
Posted: 20 Jun 07 11:52 AM
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Couple things to check. Also - Version?
Did you verify that the ContactName field (ALL properties and methods) are identical between your Dev and Prod environment? Is it possible the lookup field has changed?
Administrator may not be pulling the same Form (version) for Tickets. It can and will take the latest development page. Make sure that the latest and greatest is released to the world at large.
Security settings to limit users from the Tickets area in any form?
User Profiles (Function tab/Security Tab Profile) to verify that the Contact field is 'allowed'? |
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Re: Admin can see contact field, but other users can't
Posted: 21 Jun 07 10:01 AM
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Sorry - version 7 w/SP1
Thanks for the input Carla. I checked all four of your suggestions. Everything is set correctly in each case.
I checked the useroptions table in the dev and prod databases too thinking the answer was in there. Nothing odd .... |
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Re: Admin can see contact field, but other users can't
Posted: 21 Jun 07 12:44 PM
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Take a look at your joins across from ticket to contact (in the properties window) make sure that all tables used to get from point a to point b are 'legal' for end users.
Past that, I am out of ideas!  |
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