"Get Help" Permission Denied in Service Portal

Mike_Bk · ‎07-08-2018

We have just upgraded from Express. I have enabled the Service Portal. Everything seems to be working, however when I click on "Get Help" I get the attached page saying "You do not have permission to see this category".

Click here for the image

I've had a bit of a dig around, but I can't find where I might configure the target page for "Get Help".

Can I get help? 😉

Mike_Bk · ‎07-09-2018

I contacted HI support and they found that the "Can We Help You?" category had been deleted at some stage.

So they copied it back over for me. This resolved the issues.

To change where the "Get Help" button points, you go to the Service Portal Designer, click on Service Portal (index), then hover your mouse over the Get Help icon/button/thing and click on the pencil/edit button. In the window that appears you can choose which catalog category it uses.

View solution in original post

Kamal17 · ‎07-08-2018

Hi,

Please follow below steps,

1. Go to Service Catalog > Maintain Categories

2. Open the Category record which you are unable to see.

3. In the Available For related list, check the criterias.

This error will happen when you fail those criterias

Mark Correct if this solves your issue. Hit Like/Helpful based on the impact.

-Regards,

Udhay

Mike_Bk · ‎07-08-2018

How do I know what category the "Get Help" is trying to access?

Kamal17 · ‎07-09-2018

I thought it was a category. What is 'Get Help'? is it a Catalog Item/ Record Producer/ Order Guide.

If it is one of the above options then you should open corresponding record and check 'Available For' & 'Not Available For' related lists criteria.

Regards,

Udhay

Mike_Bk · ‎07-09-2018

I am referring to the OOB Service Portal page. See the link to "Get Help"?

I want to know how I can direct that button to a predefined catalogue item, because at present I am getting that error mentioned in my original post.