Mike Hillman Posted June 17, 2021 Share Posted June 17, 2021 We've come in this morning to find that one of our Services is no longer visible to the Service Desk team We have a service which is only for use by our Service Desk Team - it's set up with all users as subscribers (as tickets/requests will be logged against customers), but Portal Visibility is set to hidden, as I don't want it available on the portal for everyone to see. It is however available to the SD team when they raise a ticket from within Service Manager This morning though it's now gone missing for the SD team - the only way I can get it to reappear in the Services list for them is to change the Portal setting to visible, but this obviously also puts the Service on the portal front page for everyone, which I don't want. I have set the individual Catalog items within the Service to Service Desk only (rather than Portal or Both), but I still don't want the service showing at all on the Portal Is anyone able to shed any light on the issue? The issue has only occurred since the last Service Manager Update, so I'm guessing it's related as nothing else has been changed Link to comment Share on other sites More sharing options...
Alberto M Posted June 17, 2021 Share Posted June 17, 2021 Hi. We are experiencing this too. Please fix this! Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted June 17, 2021 Share Posted June 17, 2021 +1 for my Users as well, we have a specific Internal Services that our Service desk use for quick logs and this is missing for all Users, myself included Thanks Link to comment Share on other sites More sharing options...
Mike Hillman Posted June 17, 2021 Author Share Posted June 17, 2021 1 minute ago, Adrian Simpkins said: +1 for my Users as well, we have a specific Internal Services that our Service desk use for quick logs and this is missing for all Users, myself included Thanks That's exactly what we use this service for as well, quicklogging - if you turn portal visibility on in the Service setup it will come back for you, but it will also appear on the portal which is no good as anyone can then access it! Definitely feeling that this is related to the Service Manager update 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted June 17, 2021 Share Posted June 17, 2021 Thanks for the tip Mike! yes that would work only for it being available to everyone, and knowing my customer base someone will raise a call against these for sure, so I will await reactivation internally Many thanks Link to comment Share on other sites More sharing options...
Luke Posted June 17, 2021 Share Posted June 17, 2021 +1 for us - several services used in service manager unavailable to select when raising a ticket from a mailbox, we also don't want these services to appear in the customer portal. Link to comment Share on other sites More sharing options...
DavidCz Posted June 17, 2021 Share Posted June 17, 2021 +1 again for us at Milton Keynes Council. Only affected our service that is not visible to the portal. Link to comment Share on other sites More sharing options...
JoanneG Posted June 17, 2021 Share Posted June 17, 2021 I'm having the same issue, some of my services are missing... from the Service Manager... I have checked all permissions and visibility and all looks ok Link to comment Share on other sites More sharing options...
Deen Posted June 17, 2021 Share Posted June 17, 2021 All, we are aware of the issue and are currently working on a fix. I will have a further update for you shortly. 3 Link to comment Share on other sites More sharing options...
DavidCz Posted June 17, 2021 Share Posted June 17, 2021 @Hornbill Support Team Please can we have some assurance that this issue has been acknowledged and is currently being investigated? Link to comment Share on other sites More sharing options...
DavidCz Posted June 17, 2021 Share Posted June 17, 2021 Just now, Deen said: All, we are aware of the issue and are currently working on a fix. I will have a further update for you shortly. Just beat me to it! Thank you. Link to comment Share on other sites More sharing options...
Cassie Posted June 17, 2021 Share Posted June 17, 2021 +1 for us too Link to comment Share on other sites More sharing options...
Deen Posted June 17, 2021 Share Posted June 17, 2021 A patch is now in the process of being deployed to all instances. I will post confirmation once this has been completed. 3 Link to comment Share on other sites More sharing options...
Mike Hillman Posted June 17, 2021 Author Share Posted June 17, 2021 7 minutes ago, Deen said: A patch is now in the process of being deployed to all instances. I will post confirmation once this has been completed. Thanks Deen, We'll keep an eye out Link to comment Share on other sites More sharing options...
Deen Posted June 17, 2021 Share Posted June 17, 2021 All, the patch has now been deployed, let me know if any of the problems persist. If you do continue to see issues be sure to flush your browser cache before trying again. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted June 17, 2021 Share Posted June 17, 2021 Hi Deen, just to confirm I have cleared my browser cache, and reloaded Service manager but still seeing the same issue unfortunately - thanks Link to comment Share on other sites More sharing options...
Joshua T M Posted June 17, 2021 Share Posted June 17, 2021 Just now, Adrian Simpkins said: Hi Deen, just to confirm I have cleared my browser cache, and reloaded Service manager but still seeing the same issue unfortunately - thanks +1 Still an issue here. Reloaded application cache also. Link to comment Share on other sites More sharing options...
Alberto M Posted June 17, 2021 Share Posted June 17, 2021 19 minutes ago, Joshua T M said: +1 Still an issue here. Reloaded application cache also. +1 same to me. Link to comment Share on other sites More sharing options...
PeterL Posted June 17, 2021 Share Posted June 17, 2021 @Deen Issue still persists Link to comment Share on other sites More sharing options...
Daniel Posted June 17, 2021 Share Posted June 17, 2021 same problem Link to comment Share on other sites More sharing options...
Deen Posted June 17, 2021 Share Posted June 17, 2021 Unfortunately although the patch did correct one of the issues there were further issues discovered here that needed to be addressed. Therefore a fix is being rolled out now and should be deployed to all shortly. Link to comment Share on other sites More sharing options...
JamieMews Posted June 17, 2021 Share Posted June 17, 2021 +1 Link to comment Share on other sites More sharing options...
Deen Posted June 17, 2021 Share Posted June 17, 2021 Further changes have been made to correct the problem, if anyone still affected can flush their browser cache please and let me know if the problems persist. 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted June 17, 2021 Share Posted June 17, 2021 Hi Deen, All looking good just refreshed and reloaded browser, and can now see the internal services as expected Many thanks for the quick response as always Link to comment Share on other sites More sharing options...
Daniel Posted June 17, 2021 Share Posted June 17, 2021 @Deen, It works now. Thank you! Link to comment Share on other sites More sharing options...
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