Customers complain that not all remarks added to incidents in july are visible in the self service portal. Has there been a bug in Sysaid whick caused this? If I test this now, it works properly again, the newly added remarks are shown.
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To address the issue where remarks added to incidents in July are not visible to end users in the self-service portal, please follow these steps:
1. **Verify Permissions**: Ensure that the users have the necessary permissions to view the remarks. Check the user roles and permissions in SysAid to confirm that they are set up correctly.
2. **Check Configuration Settings**: Navigate to `Settings > Self Service Portal > Self Service Portal Settings > Advanced Settings`. Click on the plus sign to expand, then click on `Add/remove fields`. Ensure that `Notes` is moved from the available to visible fields.
3. **Review Recent Updates**: If this issue started occurring after a recent SysAid update, check the release notes or contact SysAid Support to see if this is a known issue.
4. **Test with Different Users**: Ask different users to check if they can view the remarks to determine if the issue is isolated to specific accounts or is a general problem.
5. **Contact SysAid Support**: If the issue persists after these checks, it may require further investigation by SysAid's technical support team. Since a Service Record is already open for this request, please update it with any new findings or steps you have taken.
By following these steps, you should be able to identify and resolve the issue with remarks not being visible to end users in the self-service portal.
To address the issue where remarks added to incidents in July are not visible to end users in the self-service portal, please follow these steps:
1. **Verify Permissions**: Ensure that the users have the necessary permissions to view the remarks. Check the user roles and permissions in SysAid to confirm that they are set up correctly.
2. **Check Configuration Settings**: Navigate to `Settings > Self Service Portal > Self Service Portal Settings > Advanced Settings`. Click on the plus sign to expand, then click on `Add/remove fields`. Ensure that `Notes` is moved from the available to visible fields.
3. **Review Recent Updates**: If this issue started occurring after a recent SysAid update, check the release notes or contact SysAid Support to see if this is a known issue.
4. **Test with Different Users**: Ask different users to check if they can view the remarks to determine if the issue is isolated to specific accounts or is a general problem.
5. **Contact SysAid Support**: If the issue persists after these checks, it may require further investigation by SysAid's technical support team. Since a Service Record is already open for this request, please update it with any new findings or steps you have taken.
By following these steps, you should be able to identify and resolve the issue with remarks not being visible to end users in the self-service portal.
Love the experience? You can enjoy the full power of SysAid Copilot and reduce your team workload starting today - check it by yourself
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