Andrew Tasker Posted December 20, 2021 Share Posted December 20, 2021 We have an issue where certain Services are not showing when attempting to raise an incident against a specific Customer. The customer is allocated to an Organization which is correctly subscribed to the Service so I'm unsure why this would be the case? Thanks Andrew Link to comment Share on other sites More sharing options...
Victor Posted December 20, 2021 Share Posted December 20, 2021 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? Link to comment Share on other sites More sharing options...
Andrew Tasker Posted December 20, 2021 Author Share Posted December 20, 2021 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. Link to comment Share on other sites More sharing options...
Victor Posted December 20, 2021 Share Posted December 20, 2021 @Andrew Tasker is this happening for all your analysts or just one (some)? If just one (some), is the analyst part of a team that supports the service? Link to comment Share on other sites More sharing options...
Andrew Tasker Posted December 21, 2021 Author Share Posted December 21, 2021 It's all analysts it's happening with and they are all part of the team which supports the service. Link to comment Share on other sites More sharing options...
Victor Posted December 21, 2021 Share Posted December 21, 2021 @Andrew Tasker I'll send you a PM Link to comment Share on other sites More sharing options...
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