Different screen to resolve

[María Paz Hidalgo]

Hey everyone, can you help me out with some ideas? For some reason, the resolution screen looks different for these users—even though it's the same project and a single flow. In one case, it doesn’t allow image uploads, but in the other, it does. I can’t figure out why. Thanks for any thoughts!

[Joseph Chung Yin]

@María Paz Hidalgo -

Welcome to the community.  The screen pop-up is controlled via your WFs associated with your project, it should be the same transition used moving to the terminal status.

Double check if the transition is the same.  You can also force to have the attachment to show-up by adding the "Attachment" field to the pop-up transition screen after the "Resolution" field.

Hope this helps.

Best, Joseph Chung Yin

[Aaron Geister [Trundl]]

@María Paz Hidalgo , 

Welcome to the community. I believe the reason you are seeing two different resolution screens is because those are backed by two different issue types. The top one looks to be incident issue type or work item while the other on the bottom looks to be a different issue type or work item. 

Work items can have different workflows that they follow but be similar. I would check to make sure they are the same issue type or work item. That might explain some of the differences. 

In JSM they will have Issue type or Work Items > that will make Request types > and the Issue type or Work items will be tied to the workflow as the request type will follow the Issue type or Work item it is made from. 

I hope this helps. It might be nice to see a screen shot of the two different screens with the Issue type or Work item behind it. 

[María Paz Hidalgo]

Hi, thank you for your comments. I'm attaching a screenshot of the transition screen for the same issue with different users. I believe it might be related to user permissions, but from what I can see, both users have the same permissions. I can't identify the problem. Thanks for your help.

[Joseph Chung Yin]

@María Paz Hidalgo -

What is the project role assignment for those two users?  please advise.

Best, Joseph

[María Paz Hidalgo]

@Joseph Chung Yin  Hello, in our case we don't use project roles. We control access with a group in directory and the corresponding project permission scheme. The users (both) do not exist under 'People' in the proyect. Thank you very much.

[Joseph Chung Yin]

@María Paz Hidalgo -

This is very interesting as the permission implementation is not following the standard practices of JSM.  

Please provide how your project permission scheme is configured - especially are both users all being called out for the "Attachments Permissions" section.

Best, Joseph

[John Funk]

What are the permissions of the users (each type)? Is one a Customer and one an Agent? or some other combination? 

[María Paz Hidalgo]

@Joseph Chung Yin Here is the screenshot of the 'Create Attachments' permission, I'm attaching a screenshot of the corresponding user´s group.

@John Funk Both users have an agent license