Users and requested participants are not able to see the initial ticket

[Raysenio Dollart]

The user and the requested participants are not able to view the initial request they have sent in using the servicedesk. When adding other participants they also can't see the original request.

This problem has also ocurred once so far, any ideas?

[Angélica Luz · Accepted solution]

Hello Raysenio,

Welcome to Atlassian Community!

When a ticket is not visible in the customer portal, the most common cause is the request type being empty. 

The request type is what makes the ticket visible in the portal and also what triggers the notifications to customers.

On the affected ticket, please make sure that the field is filled.

Once the request type is filled, refresh the page and the option "View request in portal" will appear. 

After that, the reporter and participants will be able to view the ticket in the portal.

Regards,
Angélica

[Raysenio Dollart]

Hi Angélica.

Thanks for the welcome and it worked like you said. I appreciate the help you have given me! :D

Regards,
Raysenio

[Angélica Luz]

You are welcome! I'm glad that it worked.

Have a great day!