Different views for customer and support view of "customer view"

[Nico Salgado]

Hi,

does anyone knows why Jira Servicedesk shows me two different views of an issue on the customer portal?

The first screenshot shows my customer view with a customer user, but with 3 options. The second screenshot shows my internal support employee view "view customer request". But there is only one option.

Thanks a lot!

[Susan Hauth _Jira Queen_ · Accepted solution]

HI,

Looks like there are conditions on the workflow steps.  So that Cancel and "Info To Development" are conditioned for maybe "customers" or not agents or something based on a group.

You will need to open up the workflow to figure it out.

Hope that helps

Susan

[Nico Salgado]

Thanks for your reply Susan.

could it also be that permissions are responsible that, as a support stuff, i am not able to see the "full" view of a customer?

I think the workflow should be the same, because i am acting like a customer.

[Susan Hauth _Jira Queen_]

HI Nico,

I don't believe so, I think this is due to conditions on the workflows.  Perhaps there is a condition that Only the Reporter can do the transition?

Susan

[Nico Salgado]

Hi Susan,

then i will have a look at the workflows.

I recently changed the option that only the reporter can do the transition. So this can not be the problem.

[Susan Hauth _Jira Queen_]

Hi Nico,

But that does sound like the problem.  You have restricted workflow steps for only the reporter, so is that first view the reporter's view of his request?

Susan

[Nico Salgado]

Hi Susan,

you are right, it is (was) a combination of permissions and the workflow itself. Only a customer is allowed to cancel the issue. Also a JIRA user is not allowed to use "Info to development". By clicking on "view customer request" my permissions are checked and i can only see "Support".

Thanks for your help!

[Susan Hauth _Jira Queen_]

So glad I could help Nico

[Johanna Malchow]

I am requesting a feature that will enable this so please vote and comment so Atlassian looks at it :) https://jira.atlassian.com/browse/JSDCLOUD-11512