"Get Help" Permission Denied in Service Portal

[Mike_Bk]

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? 😉

[Kamal17]

Hi,

Follow below steps, It should address your issue.

Login to your instance in normal view (not portal)

1. In the application navigator go to Service Catalog > Maintain Categories

2. Open the Category record 'Can We Help You?'

3. In the Available For & Not Available For related list, check the criteria.

There should be a criteria which might be preventing you to view the items under Get Help

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

Regards,

Udhay

[Mike_Bk]

I do not have a category called "Can We Help You?" - could this be the issue?

If so, how can I change the category that the "Get Help" button points to?

[Kamal17]

Hi Mike,

If the category is missing in your instance, probably you can re-create it by referring any personal developer instance and add necessary catalog items under that category.

It is an OOB category, so it should be available in all personal developer instances.

Regards,

Udhay

[Mike_Bk · Accepted solution]

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.