Customer portal does not show request types/portal groups or contact us

[#1]

The goal of this article is to provide some clarification into the behavior which is sometimes observed in the customer portal.

Sometimes, users are wondering why the Customer portal does not show the request types or the portal groups or the Contact Us options when accessing the portal and instead some unexpected values or information is shown.

Example:

What is expected to be shown:

By design, when knowledge base categories and articles have been created, the user is directed to the page as seen in the first screenshot to enable self-help. When the link shown in the bottom of the screen 'Need to raise a request? Contact us' is clicked, the user is routed to the contact us screen as seen in the second screenshot above where the users can raise a request selecting from the various categories.

The Category1 shown in the first screenshot is actually the knowledge base category which is created in the project. This can be seen in the following screen:

If all the knowledge base categories are deleted, the user will be taken to the screen with the request type groups/contact us shown. If knowledge base articles have been created and linked to the categories shown, the user will be able to use the knowledge base articles before raising a ticket.

This is explained in the following documentation, though maybe not explicitly:

• Categorize Knowledge Base Articles