Topic
  • 3 replies
  • Latest Post - ‏2013-04-25T19:58:23Z by Chief_Max
Chief_Max
Chief_Max
28 Posts

Pinned topic Report an Issue goes gray

‏2013-04-19T18:36:40Z |

 

Self Service Center: When I click on "Report an Issue," it grays out, even though from the standard menus I have privileges to create an SR. What must be set to turn on this feature? Also, I'm vaguely familiar with the srmssctr.xml - if this is the starting point to turn the feature on.

And I've looked at the config.properties file, too.

Thanks.

Updated on 2013-04-26T14:04:33Z at 2013-04-26T14:04:33Z by Chief_Max
  • frankb
    frankb
    13 Posts

    Re: Report an Issue goes gray

    ‏2013-04-25T18:53:06Z  

    Hi, What might be happening is that you do not have any service desk offerings or templates configured so that when you click on the Report an Issue link there are no records to display.  To create a Service Desk Offering, there is a checkbox in the Offering application for the Offering. There is also a Self Service Access checkbox in the ticket templates app for a ticket template record..

  • Chief_Max
    Chief_Max
    28 Posts

    Re: Report an Issue goes gray

    ‏2013-04-25T19:56:27Z  
    • frankb
    • ‏2013-04-25T18:53:06Z

    Hi, What might be happening is that you do not have any service desk offerings or templates configured so that when you click on the Report an Issue link there are no records to display.  To create a Service Desk Offering, there is a checkbox in the Offering application for the Offering. There is also a Self Service Access checkbox in the ticket templates app for a ticket template record..

    In this case, we already had an offering that worked for Request a new Service, but the ticket template tip you gave did the trick!

    Goto > Service Desk > Ticket Templates. Do a listing and pick a template. In the Details section, in mid-screen under  Vendor is Self Service Access checkbox. When I checked it, a new section, Self Service Center was displayed on the screen. I had to check Service Desk Template for it to work.

    Thanks for the tip.

  • Chief_Max
    Chief_Max
    28 Posts

    Re: Report an Issue goes gray

    ‏2013-04-25T19:58:23Z  
    • Chief_Max
    • ‏2013-04-25T19:56:27Z

    In this case, we already had an offering that worked for Request a new Service, but the ticket template tip you gave did the trick!

    Goto > Service Desk > Ticket Templates. Do a listing and pick a template. In the Details section, in mid-screen under  Vendor is Self Service Access checkbox. When I checked it, a new section, Self Service Center was displayed on the screen. I had to check Service Desk Template for it to work.

    Thanks for the tip.

    Now, how do I post that this issue is resolved?