Issue while loading records on Ticket List in Self Service Portal

By | January 3, 2020

Latest version of Sage CRM Self Service portal is fully customer responsive. Self-service portal is designed in such a way that customer can easily adopt the portal. With self-service portal customer can access cases i.e. ticket or related notes as per business needs. Beauty of portal is that customer can create ticket, can see all tickets, open tickets, closed tickets etc.

Recently while working with self-service portal, we faced an issue on tickets list where it could load only 9 records instead of 10 records per page as per the Sage CRM Standard list. In this blog we will explain you how to overcome this issue.

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As we all know that portal’s UI is user responsive. From support tab, whenever you access the tab, Tickets list is displayed in tiles format. In earlier version of self service portal, list was displayed in tabular format. Since the portal is linked with Sage CRM, 10 records/tiles per page is visible whenever you load any list on self-service portal as per the Sage CRM Standard.

However recently while working on self-service portal, the list could load only 9 tiles on screen instead of 10 tiles. At first we thought that the 10th record will be available on next page but the record was not visible on next page as well. On further analysis, we found that the list skipped every tenth record i.e. 10th, 20th, 30th & so on from each page.

You can refer below screen shot.

9 Ticket records tiles
9 Ticket records tiles

To overcome this issue you have to make changes in jquery file, follow the below steps to achieve the same:

  • Open the “mc_client.js” file from “\Program Files (x86)\ Sage\ CRM\ CRMSelfServiceDemo\ script\client” folder.
  • Find the keyword “if (lTTCurrentField == lTTFieldCount)” and add the below code in the else part of “if (lTTCurrentField == lTTFieldCount)” keyword.
Javascript Code Snippet
Javascript Code Snippet

  • After adding code save the file and clear the browser’s cookies.

Once you make the above changes, you will be able to view all 10 records on per page in ticket list in the self service portal. You can refer below screen shot for your reference.

10 Ticket records tiles
10 Ticket records tiles

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