Why are users unable to see the My Requests & Incidents Service portal page

Nolan3 · ‎08-11-2017

Hello,

Does anyone know why in the Service Portal on Helsinki Patch 11 users without any roles are unable to see the My Requests & Incidents page on? I have confirmed that a user without any roles on a test instance running Istanbul can see this page out of the box.

I have opened the page in page designer and confirmed there are no roles set on that page that wold cause this to happen.

Any information you could provide would be appreciated!

Here is a screen shot if the service portal home page link I am refereing too.

Here is the page properties that are out of the box. I have tried to check Internal but that didn't solve this issue.

Nolan3 · ‎08-14-2017

Thanks all who commented. I figured out my issue. We have a record producer that creates RITM without a request and since the Menu script is not setup to look for those they were not showing up. So out of the box all was working as it should be.

For others who may be doing the same in order to fix this I did this.

Went to Service Portal > Menus > SP Header Menu > Requests and Incidents (Menu Item will be Requests out of box) > Then in the server script I added a line of code to account for records on the sc_req_item table which is in bold below.

Also note I wanted to show open and closed via this menu so I removed the active=true^ that the script has on each line out of the box.

// use record watchers to tell header when to update dropdown counts

t.record_watchers = [];

t.record_watchers.push({'table':'service_task','filter':'opened_by=' + u});

t.record_watchers.push({'table':'incident','filter':'caller_id=' + u});

t.record_watchers.push({'table':'sc_request','filter':'requested_for=' + u});

t.record_watchers.push({'table':'sc_req_item','filter':'u_ritm_requested_for=' + u}); //Allow Submit a Request to IT to make menu visible Nolan

View solution in original post

bernyalvarado · ‎08-11-2017

Hi Nolan,

Have you checked the ACLs?

Thanks,

Berny

Nolan3 · ‎08-14-2017

Hello Berny,

I wasn't sure which ACL would be affecting it any ideas on which one? Thanks

Rama Chandra D · ‎08-11-2017

Hi Nolan,

The only condition on the header menu item, 'Requests' is gs.isLoggedIn(). Make sure the logged in, else there is no way for the menu item to know which users requests need to be displayed.

Darshak

Nolan3 · ‎08-14-2017

Darshak,

Thanks for that tip I just double checked that and yes the users are logged in and gs.isLoggedin() is the only condition on that header menu item. I even tried to remove that condition just as a test and the menu item still won't show.

I did notice in our instance (Helsinki Patch 11) we have additional options, JSON format for the SP Header menu set like this

{

"enable_cart": {

"displayValue": "false",

"value": false

}

However in the test instance which is running Istanbul the same setting is set like this would that have any impact on this?

{

"enable_cart": {

"displayValue": "true",

"value": true

}