Discrepancy in Dispute Details Visibility Between Workspace and Service Portal

[vinuth v]

Hi All,

I'm currently working on the CDMS application in ServiceNow. I’ve successfully created and imported customer, card, and transaction records from Atelio(3rd party application) into our ServiceNow instance.

When raising a dispute through the Workspace view, I can see the consumer details, along with associated cards and transactions, as expected. However, when raising a dispute through the Service Portal (CSM portal), the consumer details, cards, and transaction information are not visible.

Could you please advise on what might be causing this inconsistency between the two interfaces?

Thanks in advance,

Vinuth

[Mark Manders]

Service Portal is for end users without (backend) roles to raise something. Workspaces are for users that handle the tickets/records.

So the Service Portal will always be 'my stuff' and I know my details. You can update the portal to show more, but the two different UIs are for two different audiences.

[Dr Atul G- LNG]

Hi @vinuth v 

You're referring to two different places or screenshots.

The first one is from WS (Workspace), which is primarily built for ITIL users or fulfillers. The second screenshot is from ESC (Employee Service Center), which is mainly designed for end users or business users who just need to raise a request.

In the backend, the necessary or associated fields get populated automatically. For example, in WS, you can see those fields clearly.

[vinuth v]

Thank you.

I’ve observed that for an already existing person (loaded data - while installing the plugin), I am able to view the card and transaction details as expected. However, for a person whose customer, card, and transaction records I imported into ServiceNow from a third-party source, I’m unable to see those details.

Note: I have ensured that the new (imported) person has been assigned all the same roles as the existing person.

[Dr Atul G- LNG]

Hi @vinuth v 

Did you check that person by impersonation?