Paul Morrow Posted October 11, 2016 Share Posted October 11, 2016 Hi folks In the customer Portal My Request Views suddenly have stop displaying users logged request. Tab not even visible anymore. Any ideas? Link to comment Share on other sites More sharing options...
Steven Boardman Posted October 11, 2016 Share Posted October 11, 2016 Hi @Paul Morrow Could you confirm if you are seeing this on the Customer or Service Portal (or both), and if it is just you experiencing this or are others in your organisation seeing the same thing? do you have a screen shot of what you currently see? Was this following the recent 2.33 SM update Thanks Steve Link to comment Share on other sites More sharing options...
Guest Ehsan Posted October 11, 2016 Share Posted October 11, 2016 Hi @Paul Morrow, Just to add on to Steve's response... The ability to view all your requests in place (i.e. All My Requests tab) was introduced in Service Manager 2.33, which has been available since yesterday (10/10/2016). Shortly prior to writing this post, I checked and I can confirm that this tab is visible for me based on the following criteria. All My Requests will be present in the Service Portal, if the following setting is enabled. guest.servicemanager.customer.home.showAllRequests All My Requests will be present in the Customer Portal, if the following setting is enabled. guest.servicemanager.portal.home.showAllRequests In addition, the following will be respected. Only display the requests that have been assigned directly to the logged in User and those that you have the appropriate rights to view. If a Service is not visible to the logged in User through Services Subscription, the associated requests for that service should not be present. If a request is not associated to a Service, the request should be visible in the list. Thanks, Ehsan Link to comment Share on other sites More sharing options...
Paul Morrow Posted October 12, 2016 Author Share Posted October 12, 2016 Sorry Steve, Ehsan, it's the service portal - customer portal isn't in use. Update 2.33.4 was prompted this morning but still no change in the service portal view. I can see request awaiting feedback and closed but not active. Link to comment Share on other sites More sharing options...
Steven Boardman Posted October 12, 2016 Share Posted October 12, 2016 Hi @Paul Morrow Thanks for the confirmation and screen shots. Just to confirm, you get results in the Closed and Awaiting Feedback filter options, but not in the Active filter on the requests view? 1. Is this the same for other users? 2. Can you confirm that you (or the user you are using above) have requests where you are the Customer not the Owner which are either open or resolved which should appear in your Customer based Active filter view on self service? Thanks Steve Link to comment Share on other sites More sharing options...
Paul Morrow Posted October 12, 2016 Author Share Posted October 12, 2016 Steve Same for all users. Tested with other browsers just to make sure it isn't an EI11 screw up. If I enable feedback I get the feedback option, it displays tickets awaiting feedback. If I select the closed filter it displays the closed ticket. If I select the active filter I get nothing. These are ticket which should appear to the customer and to which they are not also the owner. Link to comment Share on other sites More sharing options...
Steven Boardman Posted October 12, 2016 Share Posted October 12, 2016 Sorry @Paul Morrow Just for completeness, on the individual Services, do you see the Request tab at all? or is it the same as the All My Requests where you can see Closed, and Awaiting Feedback, but not Active? As you can see from the screenshot below, this all seems to be working as expected on a number of different instances, which we are trying to recreate your issue on running the latest build. Thanks Steve Link to comment Share on other sites More sharing options...
Paul Morrow Posted October 12, 2016 Author Share Posted October 12, 2016 Steve This turns out slightly more odd than I first thought. It looks like I have a permissions issue. The services available in the portal are not available to me or other users unless I explicitly subscribe them to it. If I subscribe an organisation of which they are an assigned user, the portal options are not visible to them. I've tested on my own account, adding myself in the subscriber explicitly and bingo, active tickets are visible including the requests tab. Tested with other user an also notice that unless explicitly subscribed they will also not get the service visible in the portal. Never needed to do this before... Link to comment Share on other sites More sharing options...
Steven Boardman Posted October 12, 2016 Share Posted October 12, 2016 @Paul Morrow Did you have the subscriptions on the Service configuration set to the below previously? The Service is available to everyone? And everyone could see the Services? or did you have a Company listed in the Subscription list? Link to comment Share on other sites More sharing options...
Paul Morrow Posted October 12, 2016 Author Share Posted October 12, 2016 We had a company listed in the subscription list. Link to comment Share on other sites More sharing options...
Paul Morrow Posted October 12, 2016 Author Share Posted October 12, 2016 Sorry, we had company subscribe for everyone and teams for certain services. Link to comment Share on other sites More sharing options...
Steven Boardman Posted October 12, 2016 Share Posted October 12, 2016 @Paul Morrow thanks for the info again It looks like there was an issue with the organisational subscriptions, we are working on the issue now, will update shortly Thanks Steve Link to comment Share on other sites More sharing options...
Paul Morrow Posted October 12, 2016 Author Share Posted October 12, 2016 Many thanks Link to comment Share on other sites More sharing options...
Victor Posted October 12, 2016 Share Posted October 12, 2016 @Paul Morrow we have released a patch for Service Manager (details here) which should fix the issue with request visibility on portal. Please update Service Manager to the latest release to have this fixed. Link to comment Share on other sites More sharing options...
Paul Morrow Posted October 12, 2016 Author Share Posted October 12, 2016 Hi Victor Update done as request. Visibility or services are back to normal however visibility of request is still not available. I'm still having to explicitly subscribe users so they can view their active requests in the service portal. Link to comment Share on other sites More sharing options...
Paul Morrow Posted October 12, 2016 Author Share Posted October 12, 2016 Hi Victor Any update on my missing requests issue. I've tried various combos of subscribed organisation and still can get request views in the portal unless users are explicitly subscribed. Link to comment Share on other sites More sharing options...
Victor Posted October 12, 2016 Share Posted October 12, 2016 @Paul Morrow this is something that our devs are investigating and currently working to fix. Apologies, I was under the impression the 2.33.5 patch also addresses the request visibility alongside with services. Link to comment Share on other sites More sharing options...
Paul Morrow Posted October 12, 2016 Author Share Posted October 12, 2016 Ok - Many thanks Link to comment Share on other sites More sharing options...
Steven Boardman Posted October 12, 2016 Share Posted October 12, 2016 Hi @Paul Morrow As Victor advised above, the request visibility issue was being worked on and we have now released 2.33.6 to address this. Thanks Steve Link to comment Share on other sites More sharing options...
Paul Morrow Posted October 13, 2016 Author Share Posted October 13, 2016 Sterling work guys. Update works a treat. Many thanks. Link to comment Share on other sites More sharing options...
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