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New Contributor

Customers unable to view closed incidents from portal

One of my clients has reported, that when searching for some incidents on the customer facing portal, he receives the following results.  These incidents are valid closed incidents updated within a year.   Any ideas?

This client does have company access rights to the portal.

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I did a search in the ticket system and while I’m clicking into the results I’m getting this error message. Here are two of the URLS that displayed the below message.

https://axiomsw.assist.com/portal/incidents/202685 
https://axiomsw.assist.com/portal/incidents/200160

 

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4 REPLIES 4
New Contributor

Re: Customers unable to view closed incidents from portal

So this is not just closed incidents but open ones as well and it's not all incidents, only certain ones.

Also being reported by other Service Desk users.

LogMeIn Contributor

Re: Customers unable to view closed incidents from portal

Sorry for the delay, David.

 

Are the two Incidents still associated with a Service that Customer is associated with?

Is it possible someone changed the Service that the Incidents are assigned to? 
Is the Company the Customer is associated with still associated with the same Service? 
Which Service are the Incidents, Company and Customer associated with currently? 

Active Contributor

Re: Customers unable to view closed incidents from portal

We and our customers are also experiencing this intermittent issue in both Service Desk and the customer portal, for open as well as closed incidents (see my previous post from 26/07 'Issues searching for ticket number in customer portal').

 

To give another example, this morning I was unable to link two incidents as the search returns 'Sorry, no results found' but the ticket I'm trying to link to is a current open ticket.   

LogMeIn Contributor

Re: Customers unable to view closed incidents from portal

@TB13 Sorry to hear about this.  Have you been able to contact Customer Support with those examples so that they may investigate completely?