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Create button

unknown

We want to create a ticket via the general button "Create".

This will also be created but it will not be assigned correctly to the author.
If I select the author in the customer portal under customers, the ticket will not be displayed.

If the ticket is created via the customer portal, it is correctly assigned to the author and the notification also works correctly.

Is this an error or why does it happen?

Accepted answers

Alexander Bondarev_x6gjf3

but i have found solution!!

you should add any option on "Customer Request Type", then 'reporter' will see it on the portal.)

So, we should add this field on creation screen and hide from portal screen.

All comments

Jack Brickey

you need to use the "Raise a request" in the sidebar of the JSD project. In doing so you select the "open on behalf of" and place the Customer there. This will ensure that the issue is created correctly, e.g. selecting the appropriate Request Type.

Alexander Bondarev_x6gjf3

hm... really i checked it.

i have the same problem...

also creation throught the general button "Create" sending email to 'reporter', but 'reporter' can`t see this issue at the portal on his requests.

Alexander Bondarev_x6gjf3

but i have found solution!!

you should add any option on "Customer Request Type", then 'reporter' will see it on the portal.)

So, we should add this field on creation screen and hide from portal screen.

Jack Brickey

yes that will work. i did not suggest because it can be problematic down the road. If you modify the fields for given request types some as required but you do not do this in the "Create" screen for the application users then info will be missing. The point is that trying to keep the Create screen and the Portal create screens aligned becomes a challenge over time. But if it works it works. :-)

Alexander Bondarev_x6gjf3

Sorry, i have not seen your answer when writing my reply.

Yes, it works!

unknown

Thank you, it's not the best option now because we can't configure it as a required field but the field solves the problem.

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