Not able to find the service portal page

posasaihimahars
Tera Contributor

‎12-27-2023 08:31 AM

To make sure the test user is accessing the service portal, I created him and gave him the roles snc_external. Nevertheless, I have impersonated the test user. however, the program (Service portal) was invisible to me.

 

I have also confirmed with another user who holds the same function. I also couldn't find it there.

I looked over the portal configuration and everything else in an attempt to solve this issue, but I was unable.

 

Please help me on this.

 

Thanks,

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Ratnakar7
Mega Sage
Mega Sage

‎12-27-2023 11:06 PM

Hi @posasaihimahars ,

 

If a user is not able to see the Service Portal even after assigning the necessary roles, there could be several reasons for this issue. Here are some steps you can take to troubleshoot:

  1. Check User Roles:

    • Confirm that the user has been assigned the necessary roles, including the ones required for the Service Portal.
    • Roles like snc_external may not be the only roles required. Depending on your specific Service Portal setup, there might be other roles needed.

  2. Check Service Portal Access:

    • Make sure the Service Portal is accessible and has the correct permissions.
    • Go to "Service Portals" in the application navigator.
    • Locate your Service Portal and make sure that the "Active" field is checked.
    • Confirm that the "Accessible from" field includes the correct "Portal Access" settings for your user.

  3. Check Catalog Client Script:

    • If you are using a catalog item in the Service Portal, check any client scripts associated with it. Ensure that these scripts are not preventing visibility for certain users.

  4. Check Catalog Item Visibility:

    • Verify the visibility of the catalog items associated with the Service Portal. Ensure that these items are visible to the user's role.

  5. Check User Record:

    • Ensure that the user's record does not have any user preferences or attributes that might affect portal visibility.

  6. Check User's Homepage:

    • Sometimes, the user's homepage configuration might impact the visibility of the Service Portal. Check if the user has a configured homepage and try changing it to the Service Portal.

  7. Check Service Portal Page Access:

    • Navigate to the "Service Portal" module and check if the portal page exists.
    • Make sure the portal page is active and accessible.

  8. Check Browser Console:

    • Open the browser console (press F12) and check for any errors or warnings when loading the portal page. This might give you insights into any issues.

  9. Review Service Portal Logs:

    • Examine the Service Portal logs for any errors or warnings related to access issues.

  10. Testing on Different Browsers:

  • Try accessing the Service Portal with the affected user on a different browser to eliminate browser-related issues.
  1. Check ACLs:
  • Verify that there are no ACLs (Access Control Rules) or business rules preventing the user from accessing the Service Portal.


 

Thanks,

Ratnakar

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