In order to use the Help Desk Portal, you must first enable the Help Desk Portal from the Settings Portal.
Reference
For more information on how to enable issues from the Settings Portal, refer to Activating the Help Desk Portal.
Using the Help Desk Portal is not compatible with the use of standard issues since a part of the information is not suitable for the target user and/or for being used in a web portal.
When the Help Desk Portal is enabled and issues are managed from this web portal:
- Standard issues and preferences related to standard issues are no longer displayed and can no longer be accessed in the Desktop Application
- In the Desktop Application, it is only possible to access the search and creation menus of simplified issues from the Help desk menu.
- The "visible information" is hidden or can no longer be specified in the issues created from the Desktop Application or Agile Factory. For issues that were created before the Help Desk Portal has been enabled, the "visible information" that has already been specified on tasks that are visible externally is displayed as issue messages in the Help Desk Portal and the Desktop Application. The "visible information" already specified on tasks that are not visible externally is not retrieved.
