+5We have a service request that uses a process to generate tasks as the event progresses. These tasks (non-decision or authorisation ones) are raised using the original affected user details and I want these tasks to be visible in the Self Service portal for them. I’ve amended our Current Event monitor to include tasks but they don’t show; only the parent service request does.
What is needed to allow non-decision or authorisation task events to be shown, please?
Hi
I haven’t tested this myself, but reading the wiki it seems viewing tasks is normally restricted in the Self-Service Portal. However, what you want to do might be possible by giving the applicable contact users Advanced Event Monitoring as part of their License Role. This is based on the following from the wiki:
- Event Types - Problem records are not directly accessible in the Self-Service Portal (however, an Authorization or Decision Task from a Problem may be assigned to a Contact User in the Self-Service Portal, a Normal Task may also be assigned from a Problem to a user with an 'Advanced Event Monitoring' license). To view this type of events, use the assyst Portal. Normal Tasks are only available to users with the 'Advanced Event Monitoring' license feature in the Self-Service Portal.
I’m not sure if the tasks have to be assigned to be viewed, or if they can be presented in an event monitor when the contact user has been given such an advanced monitoring license.
The wiki pages that led me to this conclusion are the following:
Are you able to get the tasks to display as you require using this method, or perhaps check if there are other conditions for viewing events that might not be met?
Best regards,
Richard
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