Customer Portal - Historic Updates Viewable

[Martyn Houghton]

Are there any plans to display ' Historic Updates', i.e. the call dairy records transferred over from Support Works, on the the customer portal?

We have transferred over a large volume of open request and though we as analyst can see them in the Historic Updates section, the customer cannot.

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

Are you wanting to expose all the historic updates or just expose some updates on an ad-hoc basis?  The historic updates would have been imported with the visibility set as "Team" in order to prevent exposing any updates that were sensitive.  

[Martyn Houghton]

James

The historic updates we imported using the Request Loader do have the public and private flags set, which are displayed in the historic updates section of the request, which would have been there status in support works and hence visibility in the old Self Service. So as in the latter, we would want to display the public ones for all historic requests.

Cheers

Martyn

[Tina.Lapere]

We would be interested to display Historic Requests imported from Supportworks to Customers via the Portal (Service currently hidden).

[Martyn Houghton]

James

Wonder if there is has been any further discussion on the display of Historic Updates on the service/customer portal.

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

There was a change proposal submitted.  It is still under review and hasn't been scheduled as of yet.

Regards, 

James

[James Ainsworth]

I'm please to let you know that in Service Manager build 914 a feature is now available to show updates on historic requests that have been imported from Supportworks on the customer portals.

A setting has been provided for each portal and can be set from Administration->Service Manager->Settings.  The appropriate setting will need to be enabled to have these updates on historic requests visible

• guest.servicemanager.portal.request.showHistoricUpdates (Service Portal)
• guest.servicemanager.customer.request.showHistoricUpdates (Customer Portal)

Regards,

James