Answers to common questions and symptoms in the employee portal, for employees, approvers and portal administrators.

Most "missing" things in the portal have one of three causes: the feature is not switched on for your company, the content is targeted at an audience you are not in, or a compliance gate (such as the works-council acknowledgement) has not been met. The tables below are grouped by who usually asks.

For employees

Question or symptom	Answer
I do not see News & events, Poll or Quick launch.	The feature is not switched on for your company, or there is no content for your audience right now.
A colleague sees an update that I do not see.	The update is targeted at a group you are not in. Audiences are applied by the server.
I acknowledged the wrong document. Can I undo it?	No. Acknowledgements are permanent evidence. Tell the portal team; they retire and replace the publication if needed.
I cannot dismiss a banner.	It is mandatory ("This notice cannot be dismissed."). If it asks for confirmation, click Acknowledge.
Poll results are not shown.	Results appear only after you vote and once enough colleagues have answered (five by default).
I want to change my anonymous poll answer.	You can vote only once, and an anonymous vote cannot be changed afterwards.
I cannot find my colleague in People.	Your company may limit visibility to the same department or location, or the directory is not published yet.
The directory shows as unavailable.	Your company has not switched it on yet. This requires the works council's agreement.
The request form shows no service I need.	Only services you may order are listed. Use Get help and describe what you need.
The request form labels are in English although I chose German.	The request form labels are not yet translated into German.
"Request not found" when I open a request.	You can only open your own requests. A request that does not exist and one that belongs to someone else look the same.
My reply to a closed issue created a new request.	The issue was closed a while ago, so your reply started a follow-up request. Open it from the message.
Submitting an issue failed.	Your text is kept. If TENSOR says an earlier version may already have been submitted, check My activity before you send it again.
My reply was not confirmed.	Your reply is kept; click Retry.
"Data export is not enabled for this tenant".	Contact your administrator or data protection officer. The export needs the flag `gdpr_enhanced_data_export`.
I cannot mute notifications about a new policy.	The Compliance category is always on, so mandatory policies always reach you.
Does TENSOR track which articles or people I look at?	Usage events contain no search text and no names of people you looked up. Analytics is opt-in per company and anonymous.

For managers and approvers

Question or symptom	Answer
Where do I approve requests?	In the request detail in the IT workspace, or on a Slack or Teams approval card. Notifications link you there.
My pending approvals are not in My activity or For you.	Showing and deciding approvals inside the employee portal is planned — not yet available. Use the IT workspace or a chat approval card.
I cannot approve a request.	You must hold the approver role named in that approval step and `request.servicerequest.approve`, and you cannot approve your own request, also not through a delegation.
My delegate cannot approve one of the requests.	Your delegate still cannot approve their own requests.
I revoked a delegation. What happens to decisions already made?	Past decisions stay on record, and each one records both of you.

For portal editors and administrators

Question or symptom	Answer
The directory settings say "Directory capability is off".	Switch on `tenant_directory` under Regulatory features first.
Enable the people directory is greyed out.	Record the works-council acknowledgement first.
I cannot publish the publication I wrote.	It requires acknowledgement; the author may not publish it. Another portal manager must.
I cannot publish my banner or open my poll.	A critical or mandatory banner, or a mandatory poll, cannot be published or opened by its author. Polls also need the works-council acknowledgement.
"Release failed" in the portal manager.	Check content, schedule and publishing requirements (for example the works-council acknowledgement for polls), then Publish / retry release.
TENSOR refuses to save my edit.	Someone else saved the item in the meantime. Click Reload current version and apply your change again. Published content must return to draft before editing.
I cannot change a banner's icon or tone.	Icon and tone can be changed only while the banner is a draft.
My tone choice was rejected.	TENSOR rejects tones that contradict the severity.
I want to reopen a closed poll.	A closed poll is not reopened; publish a new one instead.
My brand colour was rejected.	Colours that do not meet the platform's minimum contrast are rejected by the server.
A fourth featured story cannot be activated.	At most three featured stories can be active at the same time.
People imported from the company directory are not visible.	Importing publishes nothing. Enable the directory, record the works-council acknowledgement and publish the fields; see Directory Sync — ingest is not publish.
I cannot switch off `publication_acknowledgements` or `portal_banners`.	After the first receipt these flags are sticky and can only be switched off with a reason and a second approver. See Why regulatory toggles are sticky.

Still stuck?

Check which flags your scenario needs in Compliance.
Check whether the capability is available on the current release in Availability.

Troubleshooting and FAQ

For employees

For managers and approvers

For portal editors and administrators

Still stuck?

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