SailPoint Support portal: Can't click on support ticket

Feedback Bugs
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Hi all, :slight_smile:

How many actions (clicks, inputs) would you say it should at maximum take to find your support ticket of a reported bug, if you have the ticket id?
How many actions do you think it currently takes?

I am logged in the SailPoint Support portal (support.sailpoint.com)

Then I see this screen:

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My first attempt would be to paste the ticket id in the “search here” search bar. And It shows me the result:

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This is great so far, it shows me the exact match with the right name of the bug I reported! However, I when I try to click on it, it is not responding. It will not bring me to the ticket. So instead I hit enter to see all search results and see this:

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No results visible.

So I go back and hit view cases:

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It then shows me a big list of bug tickets I reported, but the one I am actively trying to find is on a different page. So I try the search bar on this view cases page, yet get the same issue. It shows me the ticket, but won’t bring me to the page:

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The result is unclickable, and I am not even able to hit enter on this search, or click on the search icon to go anywhere. It feels pretty broken.

So the way to find your ticket would be to:

  1. Go to https://support.sailpoint.com/ and ensure you are logged in.
  2. Hit view cases
  3. Wait a while until the first page of cases are loaded (filter button is not visible before then)
  4. Hit the show filter icon
  5. Click on choose field
  6. type “nu” to filter on fields
  7. Click on Number
  8. click on field next to “is”
  9. Paste ticket ID.
  10. Hit run
  11. Click on the record link.

Instead, I would have expected this:

  1. Go to https://support.sailpoint.com/ and ensure you are logged in.
  2. Paste ticket ID in the search bar, after which the exact match is directly visible as it currently is the case
  3. You click on this exact match and it sends you to the ticket.

Hope this unclickable exact match suggestion will be fixed, as it makes navigating around the support portal more as expected.

Note that I don’t think this is a ServiceNow issue, but a ServiceNow implementation issue, as I have seen several ServiceNow implementations, where this exact match suggestion is clickable when presenting the ticket ID. So I hope that SailPoint can fix this.

Kind regards,
Angelo

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