No permission to view my own request in the employee portal.

[Gareth Cantrell]

Not sure if I've missed something ....

I have a service request created by a team member from the Request List view, with themselves as the customer.

When they go to the portal, it is not showing in any of the request lists widgets and if we use a direct URL to the ticket (eg. https://live.hornbill.com/instanceid/catalog/com.hornbill.servicemanager/request/SR0000xxxx/, an error message is displayed stating they do not have permission to view the request.

Is there something I need to turn on for users to see their own requests in the portal if they are also full users?

Thanks,

Gareth

[Steve Giller]

Is this a Full User, a Basic User, or a Contact?

Is the Service visible on the Portal?

Is the relevant Catalog Item visible on the Portal?

Has the Customer been changed to someone else?

 

[James Ainsworth]

Hi Gareth,

The Employee Portal is a view for subscribers to services.  Even though the user might be part of the support team, if they have been set as the customer of the request, but they are not a subscriber to the service, they would not be able to see the request from the Employee Portal.  

[Gareth Cantrell]

Thanks @Steve Giller and @James Ainsworth for the responses.

@Steve Giller nailed it - it is the only service in our portfolio which is not available on the portal - I've made a mental note about this (and should probably document it somewhere)!

Cheers,

Gareth