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

[Nolan3]

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.

[Goran WitchDoc]

Hi,

Hmm.. Are you sure that there isn't more behind, since it isn't a OOB label you got there, or you certain that the only thing that changed is the label?

[Nolan3]

Goran,

I was comparing it to a out of the box test instance and not seeing anything custom besides the name.  

[peterhansen]

Could also be a template that is incorrectly scripted

[Nolan3 · Accepted solution]

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

[bernyalvarado]

Thanks for sharing how you resolve your problem Nolan! It's great you were able to get it resolved.