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Urgent - Service Manager Services Filtered by Subscriber Are Not Showing in Employee Portal (Approx. 90% of Services for us)


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Hi,

 

We have an urgent issue - this morning only a small percentage of services are showing up in the customer portal.  It is affecting all users.

 

Where we have filtered service subscribers by division or department, the subscriber list just shows "department" or "division" instead of the actual department or division name.

image.png.1b7a86582815a9bf7f3b20118c6c47ef.png

 

As we filter the vast majority of services, this means our Employee portal is effectively down as no-one can see any services.

 

Where we have filtered by user it seems to be okay but not by any other organizational unit.

 

Regards,

 

Will. 

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All,

Thanks for the posts. Our devs have identified 2 issues which we are working on .  We hope to be able to patch shortly and will post an update every 15 minutes with our progress.

Kind Regards

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All,

We may have identified the root cause of the issue that you are experiencing with loading services in Self Service. All instances are being patched through our cloud services.

Ehsan

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@Martyn Houghton,

As this issue appears to be caused by load on the server, it's difficult to recreate the issue locally but following a code review, we reckon the same fix will address both issues that are reported. We can confirm shortly after the patch is deployed.

Ehsan

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Customer portal is very very very slow to display the services, but it does appear eventually.

Whatever changes where made it is making the retrieval of service subscription very very slow. Seem Customer Portal waits longer then the Live User app before timing out.

 

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All,

We expect the visibility of services to be working as expected on all instances. Please let us know if you are still experiencing any issues.

Ehsan

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