Unable to find contact - when adding incident!

[giss]

When I attempt to add an incident I cannot select any of my contacts because once i select the link 'Add Incident' I get the following error:

'Sorry, unable to find any contacts matching Contact ID 16'
(16 obviously changing to a different ID for each contact)

I have setup products and contracts and everything is linked fine. I know this because I can only add an incident to the contact I have not tampered with in the database! (In terms of their details)

The reason being, the only thing I have changed in the database for each contact (of the ones not working with incidents), is the Username. SiT auto generates the ID on the end of the contacts last name. E.g. Contact = Joe Bloggs. Username = bloggs16.

All that I have changed in the database for the users details is removed the ID from the end of the username! And since doing this, I cannot add incidents! Is there a way around this, because I wanted my contacts to have 'pretty' usernames if you like!

Please help!

Regards,
Dean

[ivanlucas]

Hi Dean,

'Sorry, unable to find any contacts matching Contact ID 16'

All that I have changed in the database for the users details is removed the ID from the end of the username! And since doing this, I cannot add incidents! Is there a way around this, because I wanted my contacts to have 'pretty' usernames if you like!

On the face of it, it sounds like the change you made should make no difference at all. I can understand you wanting to change the usernames, we do already have a wishlist item in place to be able to change those from within SiT. But the username itself isn't used to determine entitlement, only the contact ID number is used.

You should double check that there is still a contract associated with each contact and that the contract hasn't expired or been terminated. What happens when you search for the site when adding an incident, do you see anything listed at all?

Ivan

[giss]

Thanks for the reply Ivan.

I managed to find out why this problem was occurring.

Basically, under the 'Contract' details, I had to allow all members within the group for the product.

Before I didnt have any users selected at all for it! Thanks again.

P.S. I am loving this application!!!

[ivanlucas]

Hi,

Ah, glad you solved it! Yeah you either have to specify the contacts (named contacts) or else tick that checkbox to allow all contacts.

Let us know how you go on, we're always keen to know what people are doing with SiT!

Ivan