Shamaila.Yousaf Posted December 13, 2016 Share Posted December 13, 2016 When our customers are logging calls via the self service portal, the customer is asked to select the name of the site - this is a mandatory field. The site is selected by the customer and they then click on the link to add. We have found that the site doesn't stick (if that makes sense). Service Desk receive the request & select edit to add the category. It's at this time the site has to be re-selected. If we do not re-select the site the jobs do not appear in the 'view' against that site. We have also noticed that the last action on the edit details has to be the site. If we need to go back into 'edit details ' i.e. make changes to the original job then we would need to re-select the site otherwise this disappears again. Service Desk are having to do this with every portal call received, there may have been calls logged via the portal where we may have forgotten to re-select the site hence the site not being available in the view. I'm not sure if the workaround for now is not to click on the 'edit', so do not amend any details as per the original call logged and not have a category assigned (maybe not a good option in the long run). Has anyone else experienced this is and if so, can anyone assist in resolving this issue please? Thanks for your continued support. Link to comment Share on other sites More sharing options...
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