Open request does not appear in open request tab in portal user

[Romain A.]

Hello everyone,

I'm little bit confuse because I have two identical forms, but when my users create a ticket with form 1, they can see it in the open request tab of portal user, but when they create a ticket with form 2, the request does not appear... But both was created (I can see it in the admin pannel)
I don't know what I have this issue...

If anyone has an idea,

Thanks,
Have a nice day,
Romain

[Molkobain]

Hello Romain,

If the 2 forms are identical how can you differenciate them as form1 and form2? Are they for different classes? Can you tell which exact object class you created through form1 and form2?

The problem could come from several things:
- Standard portal does NOT show changes, only user requests and incidents
- Standard portal only shows tickets for which you are the caller (portal user) or of your organization (power portal user)

Cheers,
Guillaume

[Romain A.]

Hello Guillaume,

Thanks for your answer.

In fact, there are 2 different child classes of Ticket. This is only fields of the class who is different. The structure is the same...
And both are created with the same account, so the same caller_id...

Thanks,
Have a nice day,
Romain

[Romain A.]

Update :

I tried to create a new extension with exactly the same data model as the form who works. I just change the name of the class and the name of the database. All ticket can be created but does not appear on the ongoing request page...
This is really strange because like i said, this is the same datamodel except name of class.

Thanks,
Romain

[Molkobain]

Hello Romain,

As I said, by default the portal is restricted on UserRequest and Incident classes only, what are the classes you are trying to create and that you don't see in the portal?

Guillaume

[Romain A.]

Hello Guillaume,

Sorry for my late answer.

In fact, I have multiple extensions for different form. All of this extension are new child class of Ticket.
For example I have a form for IT ticket, logistics, maintenance... All of this classes works perfectly. I can create an object by the form on the portal user, and I can see it in ongoing tab.
I have created other extensions for other team, and multiple form. For example I have 6 form different for PSL team. The first form works perfectly, the second too, but all of the forms created after the third, does not appear in the ongoing tab. And this is what I don't understand because all of my extensions before this one works... Even if there is not UserRequest or Incident classes.

You can see in attachments two identical datamodel. Only the class name and the table name change. Datamodel.fnc-psl-2.xml works perfectly. But datamodel.fnc-psl-2-2.xml does not appear on the ongoing tab. But this is the same datamodel...

Thanks,
Romain

[Molkobain]

Hello Romain,

Thanks for the explanation! THere could be an issue with the scopes or bricks OQLs then. When an object is not visible in the portal, is it in a particular state ?

What could help a lot, would be to share the /env-production/core/modul_designs/itop-portal.xml file as it cointains the compiled definition of the portal. If you do share it, mind to remove sensitive data if there is any like public URLs or such.

Guillaume

[Romain A.]

Guillaume,

Thank you very much ! It was an issue with the scopes ! I forgot to add all my new classes in the scope ! I never think to check itop-portal.xml to see my errors. Thank you very much !

Have a nice day,
Romain

[Molkobain]

Glad to see you fixed it! 🤩

Have a nice day too,
Guillaume