Increase limit in the amount of requests that can be displayed in the Self-Service Portal (1000)

Idea ID 1628010

Increase limit in the amount of requests that can be displayed in the Self-Service Portal (1000)

BRIEFLY DESCRIBE YOUR IDEA

It is a current limitation. The user doesn't see the information in the Self-Service Portal due to a limit in the amount of requests that can be displayed in the Self-Service Portal. If a user has over 1000 requests associated (regardless of the status), the limit on the Self-Service Interface is exceeded causing the issue.

WHY IS THIS IMPORTANT? (WHEN USED, BY WHICH ROLE, FOR WHAT BENEFIT)

Use of the Agent interface instead of Self-Service portal is not feasible due to additional license needed and different interface for End Users already trained

SEPARATE FROM *WHAT* THE IDEA IS ABOUT, DO YOU HAVE THOUGHTS ON *HOW* IS COULD BE DESIGNED?

Remove this limitation

 

10 Comments
Micro Focus Expert
Micro Focus Expert
Status changed to: Waiting for Votes

Thank you for sharing your idea! It’s open for comments and kudus, and we’re looking forward to input from the community. Once there is enough community traction, it will be reviewed by the product team.

Can you describe more about the use case? What type of user would have more than 1000 requests - is this an admin type person, acting on behalf of others, or everyday users. Also, you said regardless of status - but is the user expected to have more than 1000 open, or is this more likely to be 1000 closed? 

Honored Contributor.
Honored Contributor.

We are talking about end-user. The customer is a retailer with several shop center scattered in the country. Every shop center is an end-user. Big shopping center raise 2 to 4 ticket in a day and in one year you reach the limit. Ticket are more likely closed and few still open.

Micro Focus Expert
Micro Focus Expert

Thanks for the info. So is the 'end user' is actually a 'generic' user representing multiple end users at that location or acting on behalf of?  If generic user, was the Public Request feature evaluated as an alternative? 

 

 

Honored Contributor.
Honored Contributor.

It is a generic user. Public Request could be considered but has the same limitation.

Valued Contributor.. Valued Contributor..
Valued Contributor..

This limiation needs removing ASAP, customers on SMAX who have a large customer base of self-service portal users suffer from this limitation. It also makes users unable to Accept or Reject a solution after they hit the 1000 request mark

Please help 

Super Contributor.
Super Contributor.

An alternative would be to show the last 1000 records as this is better than showing no records at all.

Micro Focus Expert
Micro Focus Expert

I am also trying to understand the case - even if shared users in the store are opening 2 to 4 tickets a day, it seems extreme that they would end up accumulating more than 1000 tickets thart are open/active  at the same time. 

 

But in any case, you can also look at the abilioty to add a Custom Tab in the Portal request tracking. The Custom Tab is designed specifically for the use case where there are very large set of ticktes. There are no count limits, and the use can see the requests in a more optimized grid display that can be sorted or filtered.

To enable this, go to the Service Portal Settings / Configuration Settings, and look further within (and in the Help Center).

David

 

Super Contributor.
Super Contributor.

Hi

We have some central admin users who submit requests for all new members of staff in our company and when submitted a new user will generate well over 25 line child requests meaning that these central admin users have well over 1000 active requests and can not see them once 1000 is reached.

Thanks

Micro Focus Expert
Micro Focus Expert

Hi Team ,

Also please can we also look into the agent interface where we cannot see if there are more tickets rather we need to get the ticket details with multiple filters . 

We have one telecom customer coming and have 3000 ~5000 requests created per day Define filter in agent interfaceDefine filter in agent interface

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Declined

Thank you for your idea. At this time, your idea hasn’t received enough community support and doesn’t align with our priorities so we are closing this idea. But we may review this again in the future. Thank you for your support and continue posting & voting on ideas to help make our products better.

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