enhancement Additional Service Portfolio Status - Archived to current Draft, Published & Retired

[Martyn Houghton]

Can we request a new additional Portfolio Status value for Service.

At the moment when you set a Service to a portfolio status to 'Retired' the service is no longer visible on the portals or live user app, but also the customer can no longer search for or view their previous requests under the service by the historic URL link.

Can we ask that a new 'Archived' status is added, which has the same impact on visibility of the service the portals/live user app, but the requests logged under the service are still included in the portal request search and historic request URL links.

In the real world operation of the Service Catalog, there will be many service changes which will necessitate the 'archiving' of services, but it is important that co-workers/customers can still access their historic requests.

Cheers

Martn

 

[Adrian Simpkins]

+10 from me (not sure if a 10 will add more to the weighting than a 1  ) - I have the same situation where I have retired some Services and find the same issue where the historic requests are no longer viewable. Great shout Martyn 

[Alberto M]

+1 for this. This is a very nice suggestion.

[samwoo]

+1

[nasimg]

+1

Although I can't see why Retire doesn't allow visibility of the old requests - this should not require an enhancement.

An essential function for a retired service

[Sam P]

+1 

[nasimg]

Not sure what has changed but I can now see the requests for retired services (which I couldn't before).

Has anyone else tried?

[nasimg]

Ok - thought this one was ok but although you can see the requests in the "My Request" widget, if you try an open one (with a retired service) you get "You do not have permission to view the request". Confirmed by changing the status from Retired to Catalogue and the request was then ok to open.

[samwoo]

On 11/19/2021 at 10:31 AM, nasimg said:

Ok - thought this one was ok but although you can see the requests in the "My Request" widget, if you try an open one (with a retired service) you get "You do not have permission to view the request". Confirmed by changing the status from Retired to Catalogue and the request was then ok to open.

We get this too - since moving to the Employee Portal we have decided to retire Services no longer required but doing this means users cannot view any open requests attached to those Services.

The only workaround I have at the moment is to set the Service to "Catalog" and make the Catalogs "Retired"... but this means users will be able to find the Service that is meant to be retired, when carrying out a Search using the Search Widget... it just adds to the confusion,

[nasimg]

Hi @samwoo

Hornbill have acknowledged it as a defect so hopefully watch this space.

Nasim

[nasimg]

Following the investigation into the issue you reported (Retired Service and Visibility of the associated requests) our developers confirmed this is caused by a product defect (ref: KE00170026). They are now working to have it fixed. The fix will be available in a future Application Update. The defect should also be visible on our customer success portal under "Hornbill Support" service (https://success.hornbill.com/hornbill/servicemanager/service/21/known-issues/). If you can't find this defect there, then most likely it was resolved and the fix will be available in the next application update. If you like updates on the progress you can also get in contact with us and remember to mention the defect reference. Regards Deen Customer Support Team

[nasimg]

This looks like its fixed with the latest build for Service Manager. I'll confirm once I've tested with the new build 2491