URGENT: Missing Catalog Items!

[Josh Bridgens]

We appear to be missing all of the catalog items within the "My Services2 page our users use, however they are set up to show in both Portals and Service desk within the portfolio.

[Josh Bridgens]

See below config for portfolio Catalog item:

[Samrai]

Hi Josh,

Can you show the page before the catalog config showing mainly the right hand side area and the page displaying the services but not the catalog items and what that looks like.  Also, did you have Services appearing before or is this the first time publishing these Catalogs.

[Josh Bridgens]

Hi @Samrai , This is the "It support" Service setup, however this is happening for All our services, they have been live for months now, they just stopped appearing yesterday?

 

Thanks for your help.

[Josh Bridgens]

@SamS Most of our Services are available to everyone, but it doesnt seem to discriminate, none show for anyone, regardless of subscriber state.

 

Josh

[Josh Bridgens]

not sure if this helps but those are majority of our services,

[Hornbill Staff DR]

Hi @Josh Bridgens

can I ask you to inspect the browser console when you click into the service. Depending on the root of the problem, something may be shown here in the form of a red error.

The browser console can be opened by pressing F12, and then click on the tab labelled "console". Once you've selected this proceed to click the service in My Services (which should take you to your available catalog items) and see if anything appears.

The image shows how this appears in Chrome but other browsers have a slightly different interface, however the principle is still the same.

Thanks, 
Dan

[Hornbill Staff DR]

@Josh Bridgens please could you also confirm what self-service interface your users access? We can identify this if you can provide the URL.

Thanks, 
Dan

[Josh Bridgens]

Hi @DanielRi, This is the page and console log

Console log on its own: 

 

And the staff use the following link: https://live.hornbill.com/shawtrust/my-services/

 

Thanks,

 

Josh

[Josh Bridgens]

Attaching the log file: 

[ArmandoDM]

Hi @Josh Bridgens

is there any FAQs active for the service? 
If not, may you please add one and try again? 

Regards

Armando

 

[Hornbill Staff DR]

thanks @Josh Bridgens that's useful info, I've just removed the attachment for security reasons, just in case it contains anything sensitive. Based on the console error it looks like something around FAQ's.

Dan

[Josh Bridgens]

@ArmandoDM I have added an FAQ:

 

And that appears to have bought the Catalog items back! 

 

 

However removing the FAQ causes them to dissapear again

 

Josh

[Josh Bridgens]

@DanielRi Please see above, workaround applied, but not fixed

 

Josh

[Hornbill Staff DR]

@Josh Bridgens great, I think this should be enough for development to go on so I'll leave it in @ArmandoDM 's capable hands! 

Dan

[ArmandoDM]

Hi @Josh Bridgens

the issue you reported has been accepted as a defect and a fix will be provided in one of the upcoming builds.

Regards

Armando

 

[Josh Bridgens]

@ArmandoDM Thank you for the update, much appreciated.

 

Josh

[Adrian Simpkins]

Hi, one of my Users has highlighted what looks like a similar issue today - one of our services has a total of 7 catalogue items - however on the Employee portal only 1 item is showing and when raising internally can only see this one item. Nothing has been changed on the Service, and all catalogue items are set as Both so should be on portal, and available via the Raise New Tab. 

I will check further to see if other Services are impacted and update again shortly

Many thanks

[Adrian Simpkins]

Just to update on my earlier post this is occurring on just one of our Services - all the rest are displaying the catalogue items correctly - thanks