Problem / Solution: “New Service Request” button in “My Items” workspace does not work.

Version 2

    Environment:

    This Solution applies to all versions of Ivanti Service Manager (current version, on the date when this article is created is 2017.2)

     

    Error Message:

    Animation of clicking the button works, but nothing else happens.

     

    Problem:

    “New Service Request” button in “My Items” workspace does not work (this solution may apply to any other buttons and workspaces).

     

    Cause:

    Button “New Service Request” does not create new Service Request by default, it just opens Service Catalog.

    Role, we are using, needs to:

    • Have access to Service Catalog Layout
    • Service Catalog Layout must have “Search Tags” unchanged.

    Solution:

    In this example I will explain how to fix that issue on Self Service User role.

    1. Open Admin UI

    2. Build

    3. Page Layouts

    4. Roles: Self Service

    5. Page Layout: Service Catalog

    6. Advanced Options

     

    If there is no Service Catalog Layout, add it using button.

     

    1. Make sure that “Search Tags:” is: “ServiceCatalog” without any spaces. Any change here will result button: “New Service Request” not working.

    Additional Informations:

    In order to change/manage behavior buttons located where “New Service Request” is located, please:

     

    1. Open Admin UI -> Page Layouts -> Select Role [eg. Self Service] -> Select Page Layout [eg. My Items] -> Advanced Options

    2. On the bottom there is Workspace Actions. Select Edit.

    3. Select „New Service Request” „New Issue” or „Create New

    4. Open Command tab.

    5. Service Catalog – Show all service catalog, from the drop down list, is the default value for the “New Service Request” button.

     

    Options, from the drop down list are built-in commands which cannot be edited. That is the reason why changing “Search Tags” may result the button stop working.