Jump to content

Wrong Catalog Item showing in Portal


Recommended Posts

Guest Paul Alexander
Posted

I've noticed a couple of requests which, as a customer, if I open them up in the Portal, the Catalog Item name is wrong?

When I look in Service Manager (live) the Catalog item is correct:

image.thumb.png.b683bbfdc780dabc735167b3639c52f7.png

 

But in the portal it's showing as something else:

image.thumb.png.f1e2dfa8365c5348e3590da99360568f.png

 

 

Any ideas why this is please? Everything seems to work ok, it's just showing the wrong info!

 

thanks

 

Guest Paul Alexander
Posted

Hi @Armando

Not as far as I know.....and certainly not between the time that the catalog item was published (this morning) and when the request was raised (about 20 minutes later).

 

thanks

 

Paul

Guest Paul Alexander
Posted

Hi @ArmandoDM

As far as I can tell, all of these requests are showing the same (wrong) Catalog on the portal. 

When you open the requests in Service Manager though, they DO show the correct Catalog.......

Posted

Hi @Paul Alexander

we are trying to replicate this issue  with no success.

Is that a newly created service/catalog or an existing one ?
Is the language in the user app the same as in the portal ?
Have the services/catalogs been created with default en-GB language or other languages?
Have the requests been logged from the user app or the portal, or both ?

If you could answer to any of these questions, or give us any extra info to help us replicating the issue, it would be great.

Thank you

Armando

Guest Paul Alexander
Posted

Hi @ArmandoDM

In answer to your questions; 

  • It is a newly created catalog for an existing service. 
  • All language settings have been left as the default for both the user app and the portal.
  • I've tried logging requests through the user app AND the portal, and in both cases, when you view the request in the portal the Catalog is showing as the wrong one (the SAME wrong one in all cases)

Sorry....I really don't know what else I can tell you about it!

 

thanks

 

Posted

Hi @Paul Alexander

thank you for your answers.

We are working on it trying to work out what might cause the issue.

One last question:  is the WRONG catalog belonging the the same service or a different one ?

Thanks

Armando

Guest Paul Alexander
Posted

The wrong catalog belongs to the same service as the right one. 

thanks

Guest Paul Alexander
Posted

@Victor

The correct catalog shows in the list on the Portal:

 

image.thumb.png.68d6be6191e25dd7d401b46e81a41f9f.png

Posted

@Paul Alexander @Martyn Houghton

The data stored against the request is correct, my guess there is something not quite right with the way the portal, when opening the request, is retrieving the CI information... I wasn't able to find out exactly what yet but I am still looking into this...

  • 3 weeks later...
Guest Paul Alexander
Posted

@Victor

Sorry to bug...but is there an update on this please? Now that we've got more and more teams using the portal, this anomaly is getting noticed a lot more frequently!! 

 

thanks

Guest Paul Alexander
Posted

Thanks @Deen

I'll let you know if there are any more problems....

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
×
×
  • Create New...