Visibility of Problems

[Darren Rose]

Hi,

I have a couple of problems, where I am the customer, but when I look on the portal Problems do not appear under 'all my requests'. Is this by design, or am I missing a setting somewhere? 

Thanks

Darren 

[James Ainsworth]

Hi Darren,

This is by design.  In order for problems to become visible on the portals they must be published.

https://youtu.be/UAmhOJgiBEE

Let me know if this video helps.

Regards,

James

[James Ainsworth]

Problem and Known Error Records do not in themselves have a place to add a customer.  The Raised By section refers to the technical person that raised the request rather than a customer.  Multiple customers can be associated to the Problem or Known Error as impacted customers through the ''Connections'' Action Item.

[Martyn Houghton]

@James Ainsworth

It would be useful to have the option in the 'Publish' stage to not display to all subscribers of the service, but only show on the portal where you have manually added them as a connection. 

Also for Problems, it would be useful to be able to add 'Organisations'/'Teams' to the connections, as well as individual 'Contacts'/'CoWorkers'.

Additionally, it would be useful when someone is a connection, to display further details on the Problem, i.e. the reference number, status/sub status and like the service availability text a small free test field to allow publishing of estimated time of fix/release or next update.

Cheers

Martyn

 

[Victor]

On 14/12/2017 at 7:46 AM, Martyn Houghton said:

Additionally, it would be useful when someone is a connection, to display further details on the Problem, i.e. the reference number, status/sub status and like the service availability text a small free test field to allow publishing of estimated time of fix/release or next update.

+1

 

Yes, please!!