Customer can not see Issue although they are the creator in Service desk

[Simon Länglacher]

In our Service desk, I do not customers to be able to directly create Bugreports, but rather for the technicians to make the decision as customers tend do miscaracterize Service requests or User errors as Bugs
For that I have a small automatisation that clones Support tickets, resolves them and the Customer can see the Progress on its Bugreport ticket in the Servicedesk

But when the Creator is copied via Automatisation the Bugreport Tickets to not show up in the customers Portal view, when I enable Bugreports to be created directly, they do show up correctly, but the converted ones still do not show up

Does anyone have similar experience, and maybe even a solution?

[Rudy Holtkamp · Accepted solution]

Hi @Simon Länglacher ,

It is probably because there is no Request Type set on the cloned ticket.

If you set that the issue will appear in the portal, for reporters and request participants.

You should use the *Edit request type*, to change the request type.

[Simon Länglacher]

Yes, you are absolutely correct
Thank you very much

[Simon Länglacher]

This is the Automatisation I use to Convert Service tickets into Bugreports

[Simon Länglacher]

For completion sake, this is my edited version of the Automatisation that works (including adding all comments from the original Issue)