Issue/Symptom/Question

Attach photo from iPad in MFS and complete the call. Then go to "My Work History" or create a new call for the same account and same equipment (to view the service history). We cannot find any of the photos attached in the "Documents", "Equipment History" or "Equipment Details".

Applies To

MFS

Photo attachments

OnBase

Resolution/Fix/Answer

1. Query Penta for the User who needs access to view SM - Work Site Photographs in Define Users (System Management>>Security>>Define Users)
   
   
2. Gather what Security Groups they belong to
   
   
3. Query for the Security Groups in "Security Groups" (System Management>>Security>>Security Groups) and check to see what Mapped OnBase User Group they belong to for the Security Group
   
4. Log into OnBase Configuration and go to (Document>>Document Types)
   
   
   
5. Query for "SM  - Work Site Photograph" and click on "User Group"
   
6. Does one of the Mapped OnBase Security Groups in Penta have permission for the Document Type found in OnBase?
   
   a) If No, you will need to add the Document Type to the Security Group the user belongs to in Penta to OnBase.  This way, once the security group who has permissions for that document type is added to the User in Penta, it will automatically be added in OnBase.
   
   b) If Yes, then there is a retrieval issue preventing the user to see the document in MFS.
   
   
   
7.  In OnBase Configuration go to User Groups>>Rights.  Search for the User Group who has access to "SM - Work Site Photograph" Document Type and click on Product Rights.  Double check Override Query Restrictions is turned on for that User Group
   
   
   
8. Choose all privileges that are appropriate in Documents section of privileges
   1. Retrieve / View
   2. Create
   3. Modify
   4. Save
9. Make sure the MFS user is mapped with a Penta/OnBase Security Group with permissions to the Document Type "SM - SM - Work Site Photograph" found under OnBase Configuration>>Document>>Document Types>>SM - Work Site Photograph>>User Group
   If you do not have access to log into OnBase Configuration please submit a Service Desk Ticket and Reference this KCS Article
   
   
10. After this change is made a representative at PENTA will need to reset the AppServer and MFS Data Service in order for the changes to take effect.  This will need to happen off hours as it will disconnect users from OnBase, MFS, and Penta if they are viewing the Paperclip.

Cause

This typically means that the user doesn't have permission in OnBase for "SM - Work Site Photograph" Document Type in OnBase or doesn't have permissions to retrieve "SM - Work Site Photograph" due to Query Restrictions.