Cannot see a closed request in customer portal

[Gareth Watkins]

Good morning

We have had a report from an internal customer whereby they cannot see a closed call in their 'all my requests' section of the customer portal.

Having checked the workflow setup, I can confirm that it is the same as others in our catalogue that do not have this problem. The only difference is that these calls are raised using email routing rules and routing rule templates instead of via the portal.

Are there any conditions within calls raised via email that would omit them from the 'all my requests' section of the customer portal or perhaps a setting that needs to be switched on in the config menu to make them populate in the list?

[Victor]

@Gareth Watkins the "All My Requests" option does not show closed requests by default, only active ones. To see closed request this needs to be selected from the drop down box...

[Gareth Watkins]

Hi Victor

We have tried the closed tab but still cannot see the call in question. 

I have checked the call which is indeed closed, and cannot think of any other reason why it doesnt appear in their closed calls.

[Victor]

@Gareth Watkins ok, did you make any service subscription changes recently? I am thinking this contact was subscribed to the service on that call but isn’t anymore?

[Gareth Watkins]

Nope. The service on the call is open to all. 

The user account is live (not suspended etc) and all other requests types appear to be present and correct in the list

[Victor]

@Gareth Watkins all right, I’ll send you a PM

[Victor]

@Gareth Watkins from our investigations it appears the reason why the request is not visible on the portal of the user is because the service associated to the request is configured as "not visible" on portal. Because of this, any requests associated with this service will not be visible on portal.