Viewing Tickets on Self Service

[Logan Graham]

Afternoon All,

Hoping you can help, I have retired one of our services today as we are moving to a redesigned service, however, people still have tickets in this service. I have managed to get the ticket to show in their request lists on self service but they are unable to click into the ticket as it says they do not have permission to view. Is there a way to make the service not show on the portal and the customer still have full access to their tickets?

Thanks,

Logan G

[Deen]

@Logan Graham I don't think so as portal visibility against a specific service is an on or off type setting that would then apply to any requests that utilise that service.  It may be worth retiring the service when there are no longer any active requests.

[Logan Graham]

Hi @Deen 

Thanks for the reply, just seemed strange that if the service is retired you can still see the requests in the list but cannot access them. Almost seems pointless to have them display at all. 

Maybe something of a development request?

[Deen]

@Logan Graham I discussed this with our developers and they have accepted this as the following defect:

PM00157117 - Requests that belong to a retired Service are returned in Self Service but cannot be viewed

As a result the fix should appear in a future update.

Deen

[Logan Graham]

@Deen

Perfect thank you and please thank the dev team.

Thanks,

Logan G

[Logan Graham]

@Deen

Just because I have been asked by my manager do you have a note on when we can expect this update?

Thanks,

Logan G

[Darren Rose]

On 8/15/2019 at 11:14 AM, Deen said:

@Logan Graham I discussed this with our developers and they have accepted this as the following defect:

PM00157117 - Requests that belong to a retired Service are returned in Self Service but cannot be viewed

As a result the fix should appear in a future update.

Deen

Ah great news. We've run into this issue too

[James Ainsworth]

I just wanted to let you know that the mentioned defect above has been completed and expected to be available in an upcoming update over the next few weeks.

Regards,

James