product defect Catalog Items are not displayed on portals. Basic users and contacts are unable to raise requests via portals

[Paul Smith]

I'd appreciate some help as this is driving me nuts !!

I had set up a new external organisation a couple of months ago and then with their agreement setup 3 contacts who they wanted to log requests via the customer portal. The service they log against is used by a number of external organisations not just this new one. 

Yesterday I demo'ed to the 3 contacts how to log requests by signing into the customer portal as one of them. We went through the service and the 'Make a Request' tab and logged using the progressive capture. The 3 contacts then logged a number of Requests (incidents) yesterday afternoon.

Today one of contacts has gone to log a new Request and the 'Make a Request' tab for the service is not visible any more. The same is true for the other 2 contacts. There is only 1 catalog item setup for this service and I'm at a loss as to what setting has changed for this to have occurred. 

I have tried the following:

I can log for the 3 contacts using the catalog item for this service using our analyst portal.

I've checked other contacts from other external organisations that use this service and they still seem to be able to 'Make a Request' through the customer portal.

I removed the link between the contact and the organisation and then gave access to the service at contact level.....still couldn't see the 'Make a Request' tab.

I linked the contact to a different external Organisation that uses the service and signed back on as that contact. This time I could see the 'Make a Request' tab.

In all scenarios for these contacts I can always see the Service and I can always see the previously logged Request tab. 

Any help would be appreciated 

Thanks

Paul

[Victor]

@Paul Smith it appears there was a problem in your instance which should be fixed now. Can you (your contact) have another try and see if the issue still persists?

[m.vandun]

We are also having this issue. This was still there at 14:14 CET.

[Victor]

@m.vandun I checked the logs from your instance and, at the first glance, I don't see any event that would point to such an issue... may I ask to describe the issue experienced?

[m.vandun]

@Victor

This morning and this afternoon, we had the message that they do not have the option to create a new request (the tab is not there). There are multiple BPM's shared to the portal for the services these customers are subscribed to.

[Victor]

@m.vandun ok, perhaps there is something different going on there, I'll get back to you on this...

[Paul Smith]

@Victor I still have the problem. I am currently visiting a big customer of ours in the Philippines and stressing the need for them to log via the portal and to stop e-mailing individuals so this issue is giving me a big headache.

If you need any help or assistance from me please let me know.

Regards

Paul 

[Victor]

@Paul Smith I'll have a more thorough look... will update shortly.

[Kyle Mann]

Our categories are no longer showing. Also users aren't able to log tickets via self service.

I believe selecting a category is part of our BPM.

Any know how i can find / fix this?

 

[Guest gregmarcroftorc]

Hi @Victor

Also having a similar issue. Myself, as well as a colleague are getting this issue when our internal staff are trying to log a self service ticket.

There are only 2 tabs showing: Requests, and FAQ's.

However, there is usually a 'Make a Request' tab where they can actually log a ticket and this is not visible. Please can you take a look?

Thanks

Greg

[Victor]

@Paul Smith @m.vandun @gregmarcroftorc this issue is being fixed and a patch will be available for this a bit later on... (not long now)

 

[Lyonel]

@Victor sounds familiar... Any chance it is linked to this week's issues?

 

[Victor]

@Kyle Mann FYI - your post (categories not showing) has been merged with this one as it is the same issue

[Victor]

@Paul Smith @m.vandun @Kyle Mann @gregmarcroftorc @Lyonel please update the Service manager app to the latest build which has been deployed now in live instances to have the issue fixed.

 

[Kyle Mann]

Thank you issue resolved

[Paul Smith]

@Victor that seems to have done the trick !! 

Thanks

Paul

[Guest gregmarcroftorc]

Sorted, thanks Victor.