I recently installed the customer portal and began testing. On a fresh install of the database, I added a variety of defects, incidents, etc..

When I viewed the anything created via either the web or windows versions, I noticed something disturbing. I can't tell who created the entry!


The user I logged into the customer portal is "Support Test" with our company's generic support e-mail address.

The user I logged into the web and windows version has all rights in the system (Admin, PM, etc., etc..).

When I view anything created by the customer portal, I can't tell which customer created the defect!


Here's a sample image of what I'm talking about: http://tinyurl.com/v68lz

Note that the item shows created by "Unknown (login "")".


Did I miss a setting? Did I miss a post on the boards? I tried searching, but didn't find anything.

Also, was this not the intended use of the portal? I was specifically looking for an easy way to determine who created the entry.

Thanks!

The reported by list only allows users from the main database, whereas the customer portal has a completely separate user list.

We store who reported things from the customer portal tab. I have attached a picture that highlights the customer portal tab and shows a defect reported by a customer.

---

John T
Axosoft Support

This is no good, because if you are trying to use the tool from a "SOX" standpoint, you don't really show the "who", from the audit trail. The more I eval this product, the more little things like this I am finding, that is keeping me from using it.

Hello everyone,

I'd like to clear up this issue, because I believe OnTime can do exactly what you both need it to do. 

In OnTime 2007, if someone logs into the Customer Portal and creates a Defect, Feature, or Incident that information is stored in 2 different fields within the database.

The 'Customer Contact Name' field stores their name, and the 'Customer Name' field holds the company name they've been configured under.

These fields aren't displayed in the main grid view by default, but if you got to "Defects(or any item type)>Edit Columns" you can select those fields to be displayed in the main view.

 
As far as the History goes, the Customer information is stored there as well. By clicking on 'Toggle Details' you should be able to view the Customer Name in the details.

 
I hope that clears up some issues anyone might be having.

---

Thank you,

Tom Harder
Axosoft Support
support@axosoft.com
1.800.653.0024 option 3
--'Fear the Bug' Podcast--

That works fine for ticket creation.  We are having an issue with identifying who edited a ticket in the customer portal.  If the user does not remember to click the stamp button, there is no way to tell who edited a ticket.  We have companies in our customer portal that have multiple users logging into the portal under different logins.  Is there a way to identify who makes an edit?  We are using the most recent version 7.1.2.7389.

Hello Debbie,

There is currently no way within OnTime to automatically see who's edited existed items in the Customer Portal. There is a known bug with the History information in OnTime, which we're aware of and we're working towards a resolution.

In the meantime, one easy workaround would be to add a required custom field that would force the users to enter their name before saving.

Let me know if you have any other questions.

 

---

Thank you,

Tom Harder
Axosoft Support
support@axosoft.com
1.800.653.0024 option 3
--'Fear the Bug' Podcast--

Thanks for the quick response, Tom.  Would this be like a "LastUpdated" field?  How would I set this up so that everytime soemone makes an edit, they have to fill out that field? 

Hello Debbie,

In order to force your users to fill in certain fields while editing, you simply need to make those fields required in whatever Field Template is being applied.

For instance, if you have a template being applied at the Project level, you'll need to edit that template by going to "Tools>Manage Field Templates", edit the correct template, and check the 'Required' box next to that field.

Let me know if you have any further questions.
 

---

Thank you,

Tom Harder
Axosoft Support
support@axosoft.com
1.800.653.0024 option 3
--'Fear the Bug' Podcast--

Hi!

Has this been resolved in version 8.0.2.7604 and if yes how can we make sure customer information is visible in audit trails when they change the item?

Or do we still have to stick with this workaround using required field?

 Thanks,

Ivan