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Ask a Question tab and link are not showing on end-user pages
Answer ID 837   |   Last Review Date 12/12/2018

How do I get the Ask a Question tab to show on the end-user pages?

Environment:

Customer Portal Page Set November 2009 and later releases

Issue:

I am trying to get the Ask a Question tab to show on our support site. I have enabled the ASK_ENABLED configuration setting, but the tab is not showing and the link is not listed on the Support Home page.

Resolution:

Typically, if the Ask a Question tab does not display, your site is configured to either require the user to first search for or view an answer or the site is configured so that a service level agreement (SLA) is required in order to access the page.

To determine if your site has been configured to require users to first search for or view an answer or to require an SLA in order to access the Ask a Question page, you can review the templates used for the Customer Portal pages. 

By default, the standard.php template define the navigation tabs at the top of the pages.  By default, the template use the NavigationTab widget for each of the tabs. 

<rn:widget path="navigation/NavigationTab" label_tab="#rn:msg:ASK_QUESTION_HDG#" link="/app/ask" pages="ask, ask_confirm"/></li>

Your site may be configured so that the Ask a Question page displays only under specific conditions. For example, requiring as search or answer view before you can access the Ask a Question page:

<rn:condition answers_viewed="3">

<li><rn:widget path="navigation/NavigationTab" label_tab="#rn:msg:ASK_QUESTION_HDG#" link="/app/ask" pages="ask, ask_confirm"/></li>

<rn:condition_else/>

<li><rn:widget path="navigation/NavigationTab" label_tab="#rn:msg:ASK_QUESTION_HDG#" searches_done="2" link="/app/ask" pages="ask, ask_confirm"/></li>


</rn:condition>

 

For additional information, refer to the 'Customer Portal > Ask a Question Page' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

Also, review your home.php file to determine if it should be updated to include a section or reference to the Ask a Question page.  You can download the default home.php file from the following directory:

euf/development/views/pages - November 2009 and later Customer Portal releases

Compare the home.php file from your production or development pages to the default home.php file to determine which code should possibly be added to the file to reference the Ask a Question page.

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