Requests - Missing from customer view

[Malcolm]

I have a customer that has been granted to access to view all tickets raised by their organisation.

However, when logged in to the customer portal there are some tickets that cannot be found by the customer even though they exist, and I can view them.

Any insight as to why they can't find these tickets? I have 3 examples, and each one had the status of either closed or cancelled.

[James Ainsworth]

Hi Malcolm,

Thanks for your post.  It looks like your images didn't turn out.  I'm not able to see them.  Any chance you can upload them again.

Canceled requests are not displayed in the portals. 

[Malcolm]

@James Ainsworth thanks for getting back to me. I'll put them in as attachments

[James Ainsworth]

Is the request associated with a service that has the portal visibility set to off?  If a service is not visible on the portal then neither are the requests associated with that service.

[Malcolm]

portal visibility is on for the related services, so not sure why the requests aren't coming up

[James Ainsworth]

If the user was to try to access the request by modifying the URL, for example, https://customer.hornbill.com/.../servicemanager/request/view/SR00039177/, do they get any type of message that they don't have rights to the request?  Also, just to confirm, as mentioned above, canceled requests can't be seen on the customer portal.

 

[Martyn Houghton]

@Malcolm

It would also be worth checking the subscriptions on the service the SR are logged under to check the organisation is subscribed and that there are no specific exclusions on the catalog time they are logged under as well.

 

Cheers

Martyn