Service Portal VIEW problem - Incidents

jlaps
Kilo Sage

‎09-13-2023 06:55 AM

When users at the Service Portal search out an incident and click through to view the incident, they are getting numerous pink errors that pop up about widgets and scripts not working. For some reason, the DEFAULT view is trying to be presented at the Service Portal view. How do I change this to NOT use the default view?

 

I have changed in the record producer under ACCESSIBILITY, which had no effect-it was set to ess and resetting to sp had no effect. How do I get the SERVICE PORTAL to actually use the SERVICE PORTAL view?

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5 REPLIES 5

jlaps
Kilo Sage

‎09-13-2023 07:36 AM

Turns out if I add the view=sp into the URL, I am getting the same js errors. Screenshot is below. What is causing this / aka how do I read this to determine the issue?

Screenshot 2023-09-13 093440.png

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jlaps
Kilo Sage
In response to jlaps

‎09-14-2023 04:59 AM

So its not just incident, but same issue on RITMs as well. This seemingly came out of nowhere and not sure where to look to troubleshoot.

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jlaps
Kilo Sage
In response to jlaps

‎09-14-2023 08:55 AM

jlaps_0-1694706871169.png

I think this is my 6 errors popping up, but I don't know why this came out of nowhere or how to fix it. I put a check in search sources on the portal for typeahead (not advanced) but it had no effect. How do I remove these errors so people can correctly search RITM/INC again?

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Vijayalakshmi P
Kilo Sage
In response to jlaps

‎09-15-2023 03:04 AM

Are you using AI Search ?

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