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Customer cant see person assigned to their ticket

Admin_eczbvt

I've searched just about everywhere Ican to try and find the answer, but users are complaining they cannot see the person assigned to their ticket when they go in to view the tickets they've submitted.

Also when they receive the email from the system saying their ticket has been assigned it doesn't show WHO it's been assigned too.

Any help is greatly appreciated as we roll this out system-wide on March 1st.

Accepted answers

Payne

"Name" is the Jira name; the AD attribute is displayName. I have it mapped in the AD Sync tool as shown here.

All comments

Alexey Matveev

Hello,

Could you provide a screenshot, what your users can see?

Admin_eczbvt

2019-02-20 14_03_11-Window.png

Payne

I don't know that this can be done without an add-on, but the Deviniti Active Directory Attributes Sync and Extension for Jira Service Desk add-ons offer the ability to show the current assignee in the customer portal.

Admin_eczbvt

So i have that installed already because its the only way we could get user information to show up from AD within the users profiles. How do i go about adding that info to the ticket screen so users can see it?

Thanks!

Payne

I created a custom field of type "Deviniti [Active Directory Attributes Sync] - User's Attributes from AD". I then configured it, choosing "Assignee" for "Display Active Directory Attributes for", then chose the fields I wish to display, and then checked "Show in Customer Portal".

Admin_eczbvt

So i can't get the name to show up........it doesn't even give that as an option to choose, so i tried inserting the first name and last name and that didn't work either......:(

thank you for all your help so far btw! I very much appreciate it!

2019-02-21 16_14_24-Window.png

Payne

"Name" is the Jira name; the AD attribute is displayName. I have it mapped in the AD Sync tool as shown here.

Admin_eczbvt

Thank you! that was a huge help!

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