Universal Requests not visible on employee center

[Swapnil24]

Hello,

Our non licensed customers send emails to servicenow which in turn creates universal requests that are worked upon by appropriate teams. In the past months we implemented Employee center and wanted to enable our customers to use EC to view the universal requests that they had submitted in the past. 

We were hoping to use the OOB Requests page to display the URs but have been unsuccessful in setting that up. Tried creating a new request filter specifically for the URs , which i feel has helped display the UR count in the my active tasks widget, but upon clicking it the Request page displays empty.

Any pointers on how to get this going would be greatly appreciated.

Thank you,

Swapnil

[Mukul Garg1]

Hi Swapnil,
Are you getting any error messages when you click on the request?
Also, you can try the following once:- 
1. On the request filter record, make sure the applies to is set to Service Portal.
2. Add the 'standard_ticket' page as the portal page on the request filter record, which would be used for the redirection.

3. Go to the Standard ticket page configuration, create a record for your table, and add the fields you want to be displayed.

Please mark this answer as helpful if it works. Thanks

[Swapnil24]

No there are no errors that it displays. The my active items widget shows me that there is 1 ticket (which is the UR for the user we are testing with), but when you click in it, it goes to a blank standard ticket page.

Also, all the things you have mentioned are already configured along with the my request filter with the correct conditions.

[Swapnil24 · Accepted solution]

This issue was caused due to conflicting conditions attached to a query business rule that removed the data from being displayed.