Giuseppe Iannacone

@Steven Boardman i've done further tests and it seems that the issue now is also on the test service (99 - test service), my impression is that the subscriber list doesn't work correctly if i use the following setting, i'm not able to see the item on the "raise new" button even if i select as a customer "Dinh, Phu" but if i leave the service open to all the users above, than I'm able to see the item with the "raise new" button. So it seems there's no difference in beeing a part or not of a company but it makes the difference when only a select list is included. Does it makes sense to you? Do you want me to reply to the 6 question you made me or do you think this information gives you enough details?

@Steven Boardman it doesn't work even if the subscribers are included into a "general" organisation

@Steven Boardman it seems that enabling all the subscribers give us the opportunity to see the item, but I need to restrict the item only to specific subscribers. as in your screenshot we have 6-7 users with the include option and about 20 company with the excluded option. the users are members of one of the company. I confirm the users can see the item in the service portal. Probably the exclude option wins on the include option? I will try to create a group for the subscribers of the item and let you know how it goes.

@Steven Boardman this works fine for both "raise new" button and Change button, but only for service "99 - Test Service". * Looking to see if there is anything unusual in the name of the catalog item I don't think so... * Looking to check on the level of visibility to ensure it is set to Service Desk or Both To me it seems ok * Looking to check if it is set to Published To me it seems ok * Have you created any Language versions for this catalog item? do you have a default language version? and if so does this correspond to the language of the agent who is following the progressive capture flow? Currently there's only the default English (British) one but probably there was an italian version now removed of course it is and has got restricted subscribers:

@Steven Boardman thank you for your kind reply. I believe there's an issue with the service it self, a kind of corruption. this cannot happen to us because we have a setting in the admin (i don't remember how is it called) that says is mandatory to select an item (if it is existing at least 1 item); also please note that this happens even if i select directly a change request button: in the screenshot above you can see the "corrupted" service numbered as 21 and the test one numbered 99. Now I have an item in service 21 for change and more than 1 item for service 99; both services are using the same PC and BPM, but service 99 is working!!!! Any suggestion will be very helpful!

@James Ainsworth thank you! I'm going to enable this immediately. Is there any progress on the BPM to be able to catch the site answer from a PC?

@Steven Boardman ok nice, I've done it now.

@Steven Boardman how can i do that? (i mean direct message... i know how to export a pc flow)

@Steven Boardman 1. at the moment is the only service that has a change request rolled out. 2. correct and also for this specific service the test user is also a Full User (not basic) 3. it seems it is affecting also the other agents with similar access that i have.

@Steven Boardman and @James Ainsworth I'm a Jackass!!!! sorry for this dumb question!!!

is there a way to have an email notification via BPM to the interested folks (basic user)? I'm able to add the interested persons via BPM but it seems to me there's no way to send out a notification to this users...

@Steven Boardman I'm a member of one of the supporting teams listed for the service.

@James Ainsworth did you get any feedback on the topic?

@Lyonel thank you for sharing your idea, at the first sight it looks to be reasonable, but I fear this will sound to the final user as a way to "keep the distance" from their request, which I would avoid. Given them an alternative and easy method to open the portal seems to work better to me. For example we have done a group policy to place a brand new icon on each user's desktop to simplify the access... the idea is keep-it-simple... we have opened today the Service portal to our internal user and the very first feedback has arrived (before it was available only to see the request status not for raising requests or bulletins and so on) Hopefully people will be encouraged to use the portal once we will be able to raise the service level for the request opened from the portal.

@Steven Boardman yes it's enabled, and elso this subscriber is able to open the change from the service portal

I'm not able to open change requests for a specific service; here is my role: and this are the service subscribers: even if i select one of the subscribers, i'm not able to open change requests with the "Raise New" button (the item is missing in the service list selection): this is because I must be a subscriber or a member of the "Change Management Full Access"? Thank you

Can someone support us? we are close to a go-live and need this feature as soon as possible.

can you please tell us why the query is failing for laptop and desktop? and also if i retry i have different result...

@Steven Boardman thank you very much i was able to find the solution with your suggestion, but your template looks much better, so i will use it Really appreciated.

@Steven Boardman I fear we don't have the advanced analytics.... but i was able to find out the answer with the standard report function, thank you

@Steven Boardman thank you for the very quick reply, I'll give it a try and get back to you if needed.

is there a way to have a report for the most searched word or sentences in the Service Portal search bar?

@James Ainsworth ok I've found it and fixed, Thank you

@James Ainsworth unfortunately we cannot see both fields:

i would like to revert the translation to the default for the following object, but i wasn't able to find them out (ServicePortal)