Client portal users cannot view issues created by agents

[Jose Manuel Muguiro]

Hello!

I need some users of my client portal could view issues created by my agents (in cases where these users need to interact with the issue). Currently, if I put a user as “informer” or "observer" she can’t view the issue. She only can view issues created by her.

How could I solve this?

Thank you

[Jack Brickey · Accepted solution]

You need to ensure 2 things:

1. the Reporter is the Customer that is trying to view the issue in portal and
2. the Customer Request Type is filled in properly 

[Jose Manuel Muguiro]

Hi

What I need is that a user Customer con folow an issue even if she is not de Reporter.
The reporter could be an agent form example

[Jack Brickey]

Then you need to ensure that the customer is a Request Participant rather than reporter. Still be sure the Customer request type is set 

[Jose Manuel Muguiro]

It worked.

Thank you very much

[Dirk Ronsmans]

Hi @Jose Manuel Muguiro ,

Besides what Jack says what do you mean exactly by "Informer" and "Observer"? Are those specific fields you have or do you mean a watcher and/or request participant?

[Jose Manuel Muguiro]

Hi

Sorry, my configuration is in Spanish. It seems these concepts in English are different. 

INFORMER is the person who create the issue

OBSERVER is any other person that follows the issue to stay informed of the evolution of it.