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Services not showing


Andrew Tasker
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14 minutes ago, Andrew Tasker said:

certain Services are not showing when attempting to raise an incident against a specific Customer

@Andrew Tasker are not showing...where? Raising a request in user app (meaning an analyst user manually raises a request for one of your customers)? Are your customers raising these themselves via Employee Portal (live.hornbill.com/instance/etc...)? or Customer Portal (customer.hornbill.com/instance/etc...)?

Does the service have the "Portal Visibility" turned on? Is the Incident request type enabled for that service?

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2 hours ago, Victor said:

@Andrew Tasker are not showing...where? Raising a request in user app (meaning an analyst user manually raises a request for one of your customers)? Are your customers raising these themselves via Employee Portal (live.hornbill.com/instance/etc...)? or Customer Portal (customer.hornbill.com/instance/etc...)?

Does the service have the "Portal Visibility" turned on? Is the Incident request type enabled for that service?

Hi Victor it's one of our Analysts attempting to raise the request themselves for the Customer via the Service Manager Raise New button.  We have been raising the requests until very recently for this Customer with no issues, however recently there have only been two items showing under Services despite them being subscribed correctly.  We have not made any changes to the services or organizations recently which would be affecting this.

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