Guest Paul Alexander Posted March 1, 2019 Share Posted March 1, 2019 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: But in the portal it's showing as something else: Any ideas why this is please? Everything seems to work ok, it's just showing the wrong info! thanks Link to comment Share on other sites More sharing options...
ArmandoDM Posted March 1, 2019 Share Posted March 1, 2019 Hi @Paul Alexander has the catalog item name been updated ? Regards Armando Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted March 1, 2019 Share Posted March 1, 2019 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 Link to comment Share on other sites More sharing options...
ArmandoDM Posted March 1, 2019 Share Posted March 1, 2019 @Paul Alexander is this happening only for a couple of requests ? Are there requests raised against the same catalog which don't have the same issue ? Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted March 4, 2019 Share Posted March 4, 2019 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....... Link to comment Share on other sites More sharing options...
ArmandoDM Posted March 4, 2019 Share Posted March 4, 2019 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 Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted March 5, 2019 Share Posted March 5, 2019 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 Link to comment Share on other sites More sharing options...
ArmandoDM Posted March 5, 2019 Share Posted March 5, 2019 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 Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted March 5, 2019 Share Posted March 5, 2019 The wrong catalog belongs to the same service as the right one. thanks Link to comment Share on other sites More sharing options...
Victor Posted March 5, 2019 Share Posted March 5, 2019 @Paul Alexander - What catalog item is displayed on the portal, in the requests list (not the request itself)? Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted March 5, 2019 Share Posted March 5, 2019 @Victor The correct catalog shows in the list on the Portal: Link to comment Share on other sites More sharing options...
Victor Posted March 5, 2019 Share Posted March 5, 2019 @Paul Alexander aham...ok...so is only when you open the request... k... Link to comment Share on other sites More sharing options...
Martyn Houghton Posted March 6, 2019 Share Posted March 6, 2019 @Paul Alexander, @Victor We are also having the same issue on the customer portal. Live App Customer Portal Requests list under Service. When viewing request - Incorrect Catalog We are on Cheers Martyn Link to comment Share on other sites More sharing options...
Victor Posted March 6, 2019 Share Posted March 6, 2019 @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... Link to comment Share on other sites More sharing options...
Martyn Houghton Posted March 6, 2019 Share Posted March 6, 2019 @Victor Thanks. Let me know if you need any further information. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted March 27, 2019 Share Posted March 27, 2019 @Victor Is there any update on this. This is continuously being reported by our user of the customer portal as they are concerned there request is has not been correctly logged. Cheers Martyn Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted April 4, 2019 Share Posted April 4, 2019 @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 Link to comment Share on other sites More sharing options...
Deen Posted April 4, 2019 Share Posted April 4, 2019 @Paul Alexander i'm currently looking into this with our developers, i'll have an update for you shortly. 1 Link to comment Share on other sites More sharing options...
Deen Posted April 9, 2019 Share Posted April 9, 2019 @Paul Alexander this has been corrected in the latest builds which I see you have now taken. Let us know if the problems persist. Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted April 9, 2019 Share Posted April 9, 2019 Thanks @Deen I'll let you know if there are any more problems.... Link to comment Share on other sites More sharing options...
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