Change not Showing in Service Portal

[Giuseppe Iannacone]

I'm not understanding why the change requests raised for customers are not visible into the Service portal, assuming the customer is a subscriber of the service

[Steven Boardman]

Hi @Giuseppe Iannacone

Do you have the following system setting enabled? 

This is in the application settings under service manager in the admin console

Steve

[Giuseppe Iannacone]

@Steven Boardman

thank you for the quick reply, I appreciate it.

now i've enabled the setting and as expected is working.

What about the problem, know errors and release visibility into the Service Portal? (we have not yet implemented this processess in our environment, this is for the future implementation)

[Steven Boardman]

Hi @Giuseppe Iannacone 

No problem happy to help

In terms of the other request types (Problems, KE's and Releases) these don't have a Customer linked to them in the same way as Inc, SR's and Changes, so they would not currently be visible on the portal.  

These request types do have a Raised By but this would be the analyst and these are deemed to be more internally facing request types which might result from an Incident or change a customer has raised but would be requests for the internal teams to manage which could result in the Change being deployed or the Incident the customer reported being fixed as a child of the internal Problem or KE.

Steve

[Giuseppe Iannacone]

1 minute ago, Steven Boardman said:

Hi @Giuseppe Iannacone 

No problem happy to help

In terms of the other request types (Problems, KE's and Releases) these don't have a Customer linked to them in the same way as Inc, SR's and Changes, so they would not currently be visible on the portal.  

They request types do have a Raised By but this would be the analyst and these are deemed to be more internally facing request types which might result from an Incident or change a customer has raised but would be requests for the internal teams to manage which could result in the Change being deployed or the Incident the customer reported being fixed as a child of the internal Problem or KE.

Steve

Thank you @Steven Boardman i was supposing this was the meaning for Problems, KE's and Releaseas by design, but i wasn't 100% sure.

[Martyn Houghton]

@Giuseppe Iannacone , @Steven Boardman

At the moment you can make a problem visible to all subscribers of the service by publishing the problem. We do have problem requests which are customer specific rather than generic ones, which is why we raised the idea of being able to control the extent of the publishing in the post below.

Cheers

Martyn

[Giuseppe Iannacone]

@Martyn Houghton

thank you for the suggestion, we will give it a try.