Customer Portal - Organisation Request not showing for users who have not logged a request

[Martyn Houghton]

On the Customer Portal when a user is setup to be able to view organisation requests, they can only access the request logged under services where they have previousley logged a request themseleves as the 'Requests' tab will not appear.

This appears to be down the the logic being used to determine if the 'Requests' tab should appear under a service when the user selects it. It will only display the tab if said current user has logged a request under that service before, even if others within the organisation have logged incidents under the service.

The Request Tab logic either needs to includes a different selection criteria when the user has the organisation view option ticked, or the Request Tab just needs to appear whether there has been any logged at all.

As we have a large volume of services this is quite an issue as the case where the current user has not logged a request in all the services there colleagues in the same organisation will have. Also for 'Manager' users who do not log requests themselves but want an overview of the requests logged with us from their organisation will not be able to see any.

 

Cheers

Martyn

[Guest riz]

Thank you for your posts!

I have identified the issue and logged the ticket to the development team.

Thanks,
Riz

[Martyn Houghton]

@riz

 

Thanks. Let me know if your require any further information from us.

Cheers

Martyn

[Ryan]

Hi Martyn,

We have been able to replicate in-house, so the dev team should not need anything further.

Thanks,

Ryan

[Martyn Houghton]

@Ryan

Just to confirm this is still the case in current SM 2.33.3, though you can now get around it by the new All My Requests view. However as we have a large volume of services and requests we still need to be able to view organisational requests at the services

Cheers

Martyn

[Ryan]

@Martyn Houghton

I can confirm that the fix was not included in 2.33, and that the fix for this problem is in 2.34

Thanks,

Ryan

[nasimg]

Good news @Ryan - any ideas when 2.34 will be released?

[Ryan]

@nasimg

I would expect it to be some time next week, sorry for the delay in getting this.

Ryan