Hi, I did search the forum and couldn't find an existing post that described my problem.
We have SD 8.1 and have been using it for approx. 1 year now. Originally it was set up by a colleague, but the task has fallen to me of late to administer the system. That means I'm not an expert in it, but from what I've seen it's simple enough so I'll muddle through as best I can.
When it was originally configured, a group of technician accounts were created (manually). They were added to a custom role (Helpdesk). This role has the "Adding Requester" and "Editing Requester" permissions enabled. So far so good and we have built up a database of approx. 1,000 requesters (manually adding them as needed, or automatically added based on email address).
Recently one of the technician accounts was edited, since that staff member left the company and another joined; I didn't do it, but probably just the name and login name were change (bob.smith to joe.bloggs). Seemingly after this change, however, when the member of staff using it would log on to the system, he couldn't see any of the existing requesters; nor could he add any new ones. Any that he added would be gone the next time.
Today another new staff member joined, so I created an account for him (manually) based on an existing staff member account (which is not experiencing any problems). However again he has got the same problem - cannot see existing requesters, cannot add any new ones.
When he views the requester list it is completely empty ("0 of 0"). When he adds a new one by clicking the "Add Requester" button he does not get any error message; the page asking for details like name, telephone number, email address, etc. appears and he can click the "Save" button, but when he is returned to the requester list it is still empty.
Is there a simple reason for this or is our DB borked?