End User Portal Category Drop-downs

 
Author
Message
SysAider
40
 
I have a user who is not getting the drop-downs for categories in the end user portal. This happens on any computer she uses any browser.

Template drop downs and Severity drop-downs work fine. Just the categories do not work. Nothing seems to be wrong with her account. All other functions in the end user portal seem to be working fine.

End user portal was working fine for her on Friday.
SysAid Community Manager Product Team
4874
 
Hi jspence,

What happens if the tries to click on the Category drop-downs?
If you try to login with another SysAid account on her machine, does this work normally?

Thanks,
Danny
SysAider
40
 
The category drop-downs just have the option that says "Please choose a category".

When other people login to the End Portal on the same computer it works fine for them.
SysAid Community Manager Product Team
4874
 
And when the category field is clicked - nothing is displayed?
Does the user belong to a company or user group?
If so - perhaps those are not allowed to see any categories? Try removing the company/usergroup association for this user, or setting those to what other tested users have.

Thanks,
Danny
SysAider
40
 
That is correct there are no categories visible.

This user was able to use the EUP as she always has this past Friday. This has never been an issue for them before. No changes have been made on our end either for the config of SysAid.

Also users in the same company are not having the issue so it is not the company she is in.

This message was edited 1 time. Last update was at Mar. 12, 2018 03:13 PM

SysAider
3
 
We are experiencing the same issue here, but on a couple of users.
SysAid Community Manager Product Team
4874
 
Is the user in any user groups, and are your categories open to all user groups?
SysAider
3
 
One of the users is a full administrator, while the other is an end user. Everything was working on Friday then on Monday both had the same issue, when the pull down box for category is clicked, there are no options, just a blank box. No changes were made to category permissions, admin permissions, or templates. We tried different browsers and incognito, different computers, etc., but same results for those users. I have opened a help desk request with SysAid and screen shots were provided. SysAid is looking into it.
SysAid Community Manager Product Team
4874
 
Thanks guys, sounds like a bug. DonnaGBC - can you please let me know of the support ticket number?

Thanks,
Danny
SysAider
3
 
After working with SysAid support, it was elevated to R&D and resolved very quickly.