'My Request Filters' for different portals

Nadia7 · ‎06-27-2023

Hi All,

Could someone advise if My Request Filter in the Service Catalog module can be configured for different portals?
We have two portals:
Employee Center - for internal (OOB)
Client Support Center - for customers (custom portal)

We want to show different incidents for those two portals. Is it possible to do this by My Request Filter?

Thanks!

Dan O Connor · ‎06-27-2023

Yeah so the My Request widget is a pretty significant feature, as it contains a lot of code to basically query and execute the filters setup in the main platform.

So if you just cloned the My Request widget, it would still be governed by all the My Filter Requests.

Like of course in theory you could do something around this, but I feel its such significant customisation and work for you, I'm not sure the payoff is any better than just using a Simple List widget. Which is atleast just configuration, and not a piece of technical debt that you need to worry about.

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Dan O Connor · ‎06-27-2023

Hi @Nadia7

Could you clarify what you mean by My Request filter, so there isn't a confusion around terminology.

There are certain elements of My Tasks and My Requests that can be filtered using the Main platform UI that are related to the Employee Center, whereas there is some options available for Service Portal that are governed through widgets and pages.

Nadia7 · ‎06-27-2023

Hi, @Dan O Connor

Thanks for your response.

I tried to use this table for my needs 'request_filter'
But I don't see an option to choose the Portal

Dan O Connor · ‎06-27-2023

Ah yes ok.

So yes those filters control how records are displaying in the My Requests widget. My understanding is the filters currently apply to both Service Portal and Employee Center, so there is not a way I'm aware (that wouldnt be huge customisation) to seperate them out.

If you go to esc?id=my_requests on your instance, you will see the My Requests rendering same as if you went to a Service Portal.

However maybe on your Custom Portal, you could instead of using My Requets, use a simple list widget? This lets you configure a list layout of records. Will obviously depend on what type of records you need to show on your Custom Portal, but if its only one or two record types, adding Simple lists could be a good solution.

Employee Center has been developed as a unifying Portal experience, so it somewhat makes sense to me the Product Team wouldn't be adding in differing filters or methods to split them out, as the idea is to move all Service Portals into a single Employee Center. Although appreciate like what you mentioned, there are still cases out there where a SP needs to still exists

Nadia7 · ‎06-27-2023

Thank you! I will think about using Simple List in my Portal for customers.

Am I understanding correctly that the duplicate 'My Request' widget and using it for a separate portal will still require a lot of customizations?