Self Service Portal Questions

[David Longley]

When you log into the 'Service' self service portal what is the search criteria which appears above 'my active requests' ? Each time i type anything is get:

We were unable to find any results that matched your search. Click below to return to the My Services Home Page or try searching using a different word or phrase.

 Return to My Services Home page

 

 

 

Also, in the portal, when i click on My Services (top right corner), nothing happens or loads up. Is that correct? 

 

[Steven Boardman]

Hi @David Longley

What you are seeing here is a federated search on self service.  It is looking for matches too:

* Known Issues  

* FAQ's 

* Services 

* Catalog Items

* Existing requests 

Which match the search term, against services which you are subscribed too. If no results are returned you will see the image you shared and i am showing below:

 

If there are matches it will appear something like this:

 

The second issue may be related to the first.  If you are not subscribed too any services this would explain why you get no results when searching on content, and why no services would load when you click on My Services.

If you had subscribed services you would be taken to the view of them, like below. 

 

Is it possible to check if you are subscribed too any services?

 

[David Longley]

Thanks @Steven Boardman I am subscribed to some services which i can now see:

 

 

I am part of a team which is subscribed. However, when i click on 'my services' nothing happens

[Steven Boardman]

@David Longley gald we're getting there for you.

For your TEST SERVICE is this set to Portal Visibility ON (blue part of the slider)?

Under the Request Configuration tab in the service for each request type is the Enable toggle on?

Are the catalog items against the service marked as either Portal facing or Both?

 

[AWeaire]

Hi @Steven Boardman

Sorry to jump in but it is related! I notice that the portal search tool only searches requests owned by the user doing the searching, rather than all requests for the organisation. Is this intentional? It seems to be causing some confusion for our customers. Thanks.

[Steven Boardman]

@AWeaire i believe it is only the customer of the request, but let me ask the question internally as too if it's intensional.  I can see why  a user who has the rights to see the requests of the organisation, can already see them in the list view, but not via search, may find this a little confusing. 

[AWeaire]

@Steven Boardman Thanks.