Setup external customer portal - issue getting service to show in the customer portal

[Adrian Simpkins]

Hi All,

I am working to setup our external customer portal today. I have setup a contact, setup the external customer portal page, granted access to the portal, setup a service for External access and subscribed the test customer to this service. I can login to the external portal, but I am not seeing the Service show, so i wanted to check why this may be please? The Service Portfolio configuration doesn't reference anything to do with which portal is shows, so I am a bit lost as to why the Service does not show once I login. I have had a colleague try this as well, and she is seeing the same in that she can login to the customer portal but can't see the offered service.

Any pointers or ideas as to why this doesn't show please? I have also tried this in IE and Edge just in case of any IE issues.

Many thanks

[Conor]

Hi @Adrian Simpkins

The first thing to check would be whether or not the service is visible to the portal - up in the top right of the newly created service is that set as visible?

[Adrian Simpkins]

Hi Conor,

yes set to visible as below screenshot showing the test contact setup as being the only subscriber:

Thanks

[Conor]

Morning @Adrian Simpkins

I've run through the same steps and I can see the service on the customer portal. I've also tried to disable the call class, as well as the catalogue item, and in both cases I can still see the service on the portal... Edge & Chrome both show the service too, so to be honest I'm not sure why you can't see the service

Could you post a screenshot of what you see on your customer portal please? 

 

[Adrian Simpkins]

Hi Conor,

Many thanks - this is what I see once I login to the customer portal:

 

 

[Guest Paul Alexander]

Possibly a silly question....but do you have any published CI's for the service? And are those CI's set to be visible on the portal?

 

[Adrian Simpkins]

Hi Paul - yes both the SR service is live, and the catalogue item is set the same as yours above - its probably something minor I have missed but just can't see it !

[Conor]

HI @Adrian Simpkins

I think I've got it - your screen shot of the portal helped because you should definitely be seeing more than that, so I believe it may be rights related...

Could you try adding the below rights to the customer portal security settings and see if you see the service then please:

The 'Portal Chat Session User' is only for Live chat, so if you aren't using Live chat or don't want external customers to use Live chat then don't worry about that one. Docmanager Portal is the same, this role is to allow contacts to see documents on the customer portal, so add that one in if that is relevant.

I think that the Hornbill Authorised Guest and Service Manager Authorised Guest roles are essential though... Try them and let us know if that makes a difference?

[Adrian Simpkins]

Hi Conor,

Yes that has fixed it ! I knew it would some small configuration i had missed - now seeing the below when logged in - thank you for the assistance much appreciated

Many thanks as always