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Customer Portal - Historic Updates Viewable


Martyn Houghton
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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

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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.  

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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

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  • 2 weeks later...
  • 2 weeks later...
  • 5 months later...

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

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