Addressing User Redirection to Back Office When Searching for RITM or Incident Numbers

[MaramA]

Hello,

When an end user searches for a RITM or incident number in the portal, they are redirected to the corresponding RITM or incident number page in the Back Office (BE). What could be the reasons for this, and how can I resolve it?

[HrishabhKumar]

Hi @MaramA ,

Take a look at these potentials reasons, I've provided the remediation as well:

1. Configuration of the Service Portal Search Source:

   1. The search source for the Service Portal might be configured to redirect to the Back Office URL.
   2. Solution: Verify and modify the search source configuration in the Service Portal to ensure it redirects to the appropriate portal page.

2. Widget Configuration:

   1. The widget handling the search might be using the Back Office URLs.
   2. Solution: Customize the widget to generate the correct portal URLs.

3. URL Mapping:

   1. The URL mappings might not be properly set up to redirect to the portal pages.
   2. Solution: Ensure that URL mappings for RITM and incidents are correctly configured to direct users to the portal pages.

4. Permissions and Roles:

   1. The user might not have the necessary roles to access the portal view of the RITM or incident, causing a fallback to the Back Office.
   2. Solution: Verify that the user roles and permissions are correctly configured to allow access to the portal views. 

Thanks,

Hope this helps.

If my response proves helpful please mark it helpful and accept it as solution to close this thread.

[Sohail Khilji]

Hi @MaramA ,

By default if the user has role which has access to BE, the searched record will be redirected to BE over Portal view.  So its based on role and access.

[MaramA]

@Sohail Khilji 
thanks, how can I restrict the abilities of users to roles that have this specific permission?

[Community Alums]

Hi @MaramA ,

I think the issue lies in the search widget. Check the search widget to validate what link is being created or redirected after search results are displayed.
can you please tell us the widget name and is it OOTB. 

If possible please share the widget code to analyse the issue.

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

Thanks & Regards,

Sanjay Kumar