Creating Service Requests in iSupport the Service Request Type Field Shows All Request Types (Doc ID 357105.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Symptoms

Responsibility Mapping issue in iSupport. All Support Request types are available to use. 

When creating Service Requests in iSupport the Service Request Type field shows Request Types that have not been mapped to the responsibility.

Expected Behavior:
Expect to only see Request Types that have been mapped to the responsibility.

Steps to Reproduce:
1. Set the profile option "Service: Use SR Type - Responsibility Mapping" = Yes at the site level.
2. Create Service Request Types.
3. Map the Request Type to an iSupport responsibility.
4. Login as another iSupport responsibility and the SR type that was not mapped to this responsibility shows as an option when it shouldn't.

Changes

Cause

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