Giuseppe Iannacone Posted January 5, 2018 Share Posted January 5, 2018 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 Link to comment Share on other sites More sharing options...
Steven Boardman Posted January 5, 2018 Share Posted January 5, 2018 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 Link to comment Share on other sites More sharing options...
Giuseppe Iannacone Posted January 5, 2018 Author Share Posted January 5, 2018 @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) Link to comment Share on other sites More sharing options...
Steven Boardman Posted January 5, 2018 Share Posted January 5, 2018 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 Link to comment Share on other sites More sharing options...
Giuseppe Iannacone Posted January 5, 2018 Author Share Posted January 5, 2018 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. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 8, 2018 Share Posted January 8, 2018 @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 Link to comment Share on other sites More sharing options...
Giuseppe Iannacone Posted January 12, 2018 Author Share Posted January 12, 2018 @Martyn Houghton thank you for the suggestion, we will give it a try. Link to comment Share on other sites More sharing options...
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