Hiding a Service from the Portal also removes Customer visibility to all their existing Requests. (aka how to safely remove an old service)

[Berto2002]

I have been undertaking a piece of surgery on my service portfolio by splitting out one service portfolio item into three. Following that, I wanted to hide the original service from the portal so customers would no longer log tickets under it.

However, the moment I did that, customers lost visibility of all the tickets that have been logged under that service. I therefore had to re-enable the portal visibility but disable the configuration for each of the Request types and put a "sorry, don't use this service" text in the Description.

This is not a very agreeable solution and I don't think the product should be working like this. It means my customers will continue to see the old service... forever? Even if all the currently open tickets are fully resolved and closed year, some users like to go back and look at their tickets so I will need to leave this service visible in the portal indefinitely to allow that?

I request an enhancement that removing the visibility of a service from the portal does not mask all existing tickets from customers; the tickets are logged, in progress, why should a 'portal' visibility mask them?

Secondly, I can see there may be a workaround in removing users from the Subscribers list so the "visibility" has no effect (we might just leave the admins or testing team in there for example); can anyone tell me if that also masks all existing tickets from their Customer?

[Steve Giller]

You need to Retire the Service, not hide it from the Portal:

 

15 minutes ago, Berto2002 said:

I request an enhancement that removing the visibility of a service from the portal does not mask all existing tickets from customers; the tickets are logged, in progress, why should a 'portal' visibility mask them?

The very short, blunt answer is - that's literally what "Portal Visibility" means ...

[Berto2002]

I will resume on the other topic