We're in the process of scoping down our User Roles and I'm coming across a strange condition which I think might be a bug.

We have multiple teams within our organisation, each team has their own Support Group and SLA. We have created separate Queues and SLA's for each team.

For example:

Support Group = "Tier 1"

Queue (Tier 1) = All Incidents where Support Group equals "Tier 1"

SLO (Tier 1) = Is targeted at "Queue (Tier 1)"

This is what I've found, if I create a new User Role based on "Incident Resolver" and grant that Role access to to everything, that is tick the "All XYZ can be accessed" in each section of the wizard, the user can see the 'SLO Description', 'Target End Date' and 'Time before SLO Breached' in the incident form.

However, if I then limit this user role to 'Queue (Tier 1)' only, keeping everything else the same this information disappears from the view.

After some more investigation I found, if you select 'All work items can be accessed' under Queues this information shows, however if you tick a couple of individual queues manually or tick all of the queues manually you get this bug. It only works when selecting 'All work items can be accessed'.

We might have to raise a case, quite difficult to explain on the forum. But wanted to post it in case others have come across this issue.

• Edited by SJM_ Monday, October 15, 2012 4:42 PM

Tray to use a different queue with the same configuration for the user rol. In my scenario have strange problems when use the same queue for bouth configurations.
Configure the SLO and restart the services when finish.
Good look.

Hi Carlos,

Never thought to try that.

I'll give that a try and ping back my findings.

Thanks

Hi all, I have exactly the same Problem.

Have you found a solution or work around for this... It's a critical issue for our planned Go Live..

Thanks to all...

No, Microsoft acknowledged / filed this as a bug in our case. No firm date when it will get fixed.

Thanks for the fast response. Let's hope that they will fix it soon....
Thanks

Hi,

I had a similar issue with my custom Operator Role. I've succeded in making the name appear by creating a Group of "Service Level Configuration" and assigning it to the user role. Unfortunately, no success for the "Time before SLO Breached field".

Regards,
Patrick Massie

Hi Patrick,

Thanks for that info, I will give it a try. There may well be other groups we can create that would display the other fields.

Regards

SJM

For the benefit of others I thought I'd update this post.

The solution to this problem can be found here and here.

Regards

For the benefit of others I thought I'd update this post.

The solution to this problem can be found here and here.

Regards

• Proposed as answer by Andreas BaumgartenMVP, Moderator 16 hours 22 minutes ago
• Marked as answer by Andreas BaumgartenMVP, Moderator 16 hours 22 minutes ago

For the benefit of others I thought I'd update this post.

The solution to this problem can be found here and here.

Regards

• Proposed as answer by Andreas BaumgartenMVP, Moderator Monday, March 30, 2015 2:50 PM
• Marked as answer by Andreas BaumgartenMVP, Moderator Monday, March 30, 2015 2:51 PM