Adding a user to Help Desk topic that was created by an Agent

[Lyle Johnson]

I have created an issue for a user who contacted us through email. After a few emails, I summarized his issue and created a Help Desk topic for them.

Since I created the issue as an Agent, (although the user is the reporter), when the user logs in they are unable to see or search for the case.

How do I add this user to the case so they can track and see the comments made? I hope I haven't overlooked something small.

[Lyle Johnson]

The reporter field already has the users email. If I remove the email and try to use the user name, the user name doesn't appear as a registered user, although the email is in our user list. Very odd.

[Norman Abramovitz]

You should be able to update the reporter field to the customer.   The latest service desk gives the agent the ability to update the field through the portal as well.