Euan Coleman Posted July 19, 2023 Share Posted July 19, 2023 Morning All, There appears to have been an issue through the night on the system and when we are raising new requests we are unable to see our sub category's. Is anyone else having this issue and do we know when this is expected to be back? Thanks Euan 1 Link to comment Share on other sites More sharing options...
Steve Giller Posted July 19, 2023 Share Posted July 19, 2023 Could you present an example? I'm seeing my category tree as normal: Link to comment Share on other sites More sharing options...
Euan Coleman Posted July 19, 2023 Author Share Posted July 19, 2023 Morning Steve, On the category list we have our services and when we click on them we have sub category's for example below is the category for Machinery highlighted and that's all we can select however normally we would then have a dropdown of multiple different machinery contractors to select. Link to comment Share on other sites More sharing options...
Adam@Greggs Posted July 19, 2023 Share Posted July 19, 2023 We have a problem this morning where our support analysts are unable to log requests on behalf of shops unless they are also subscribers. As an example, shops can log requests against EPOS hardware, but we don't want to make that available to colleagues around our offices. When the support analysts log requests, they need to be able to log EPOS hardware requests on the shops behalf (if for whatever reason the shops can't access Self-Service portal). Yesterday this worked fine, but today they can't log against services unless they're also a subscriber. Link to comment Share on other sites More sharing options...
Adam@Greggs Posted July 19, 2023 Share Posted July 19, 2023 Sorry, I've just posted this as well. We're affected by this. If you add your support analyst as a subscriber, they'll be able to support it, but also see it as a subscribed service (which you don't want) 1 Link to comment Share on other sites More sharing options...
sprasad Posted July 19, 2023 Share Posted July 19, 2023 We are also affected. As you step through the workflow and select a Service, the respective Catalog items are not loading. If you carry on, the request is logged but has no SLA/Priority. 1 Link to comment Share on other sites More sharing options...
Paul Chambers Posted July 19, 2023 Share Posted July 19, 2023 +1 Our 1st Tier team are unable to log requests on behalf of our contacts/users unless they are a subscriber for the relevant service. This was not the case prior to latest update. Link to comment Share on other sites More sharing options...
Steve Giller Posted July 19, 2023 Share Posted July 19, 2023 @Euan Coleman That explains things - we are aware of this issue and working on a fix, the confusion was with terminology - those are Catalog Items. 2 Link to comment Share on other sites More sharing options...
Paul Chambers Posted July 19, 2023 Share Posted July 19, 2023 +1 as per Link to comment Share on other sites More sharing options...
Euan Coleman Posted July 19, 2023 Author Share Posted July 19, 2023 @Steve Giller my mistake Steve, thanks for letting me know! Link to comment Share on other sites More sharing options...
ArmandoDM Posted July 19, 2023 Share Posted July 19, 2023 Good morning @Adam@Greggs @sprasad @Paul Chambers can I ask you some more info? To my understanding, you have a service subscribed by an external customer which is not visible to your analyst in the Employee Portal when he try to log a request on behalf of the external customer ? Regards Armando Link to comment Share on other sites More sharing options...
sprasad Posted July 19, 2023 Share Posted July 19, 2023 Good morning @ArmandoDM It's not the employee portal but the Live UI Hornbill The scenario is that an external customer will send us an email, we will log a request on their behalf but when we select the Service, no catalog items load. It is the same if we try and raise a linked request from an existing request. See also: Link to comment Share on other sites More sharing options...
Adam@Greggs Posted July 19, 2023 Share Posted July 19, 2023 @ArmandoDM If an analyst logs a ticket on behalf of someone who subscribes to the service, but doesn't have the service themselves then it won't appear. Link to comment Share on other sites More sharing options...
ArmandoDM Posted July 19, 2023 Share Posted July 19, 2023 Thank you @sprasad @Adam@Greggs we're trying to replicate and fix this issue Link to comment Share on other sites More sharing options...
Steve Giller Posted July 19, 2023 Share Posted July 19, 2023 I've merged the two threads on this issue, and we will update when the fix is completed. Link to comment Share on other sites More sharing options...
ArmandoDM Posted July 19, 2023 Share Posted July 19, 2023 Good morning @Euan Coleman @Adam@Greggs @sprasad @Paul Chambers a patch has been applied to your instance with the fix on the issue reported. Can you please verify and confirm that the issue is fixed ? Thank you Armando 1 1 Link to comment Share on other sites More sharing options...
Euan Coleman Posted July 19, 2023 Author Share Posted July 19, 2023 @ArmandoDM Hi Armando, This looks to be good now on our end, thanks for the support! 1 Link to comment Share on other sites More sharing options...
sprasad Posted July 19, 2023 Share Posted July 19, 2023 Hello @ArmandoDM This is working for us now. Thank you. 1 Link to comment Share on other sites More sharing options...
Adam@Greggs Posted July 19, 2023 Share Posted July 19, 2023 @ArmandoDM Working for us now as well 1 Link to comment Share on other sites More sharing options...
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