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Set the reporter of a ticket created by an agent

DTrierweiler

Hey community,

we are currently migration from an old ticket system to Jira Service Desk and want to give our customers a head start by creating their old (still open) tickets to the new system. In order to do so, we just create them manually and set the reporter field to the correct customer (who already has an account and can create tickets).

The assignment works, but the customer is not able to see tickets created this way. Is there any other field, that I still need to set? Or any other things I'm unaware of?

Thanks a lot for your help.

Best,
Daniel

Accepted answers

Max Foerster - K15t

Hi Daniel,

by saying the customer is not able to see the ticket I assume your customer is accessing his tickets not from within Jira but the customer portal, right? Please make sure to set a request type for each ticket so it will appear there.

Best, Max

All comments

Etienne Janse van Rensburg

Hi Daniel,

Verify that your customers has access to the project (as a customer) your are creating the issue in.
Your customer won't get an notification from when the ticket was raised (done by you as you have stated), but as soon as they have been added as a watcher or as the reporter, and any changes and/or comments has been made to/on the ticket/issue, they should then be notified.
Alternatively, you can send them a link to the issue by referencing the issue key.

Hope this finds you well.

Max Foerster - K15t

Hi Daniel,

Best, Max

DTrierweiler

Hey Etienne!

Thank you for your answer.
The customer is added as a reporter and is on the watchlist - they won't get a notification and are not able to see it in the customer portal. They can't even access it, with the issue-id.

Best,
Daniel

DTrierweiler

Hey Max!

Thank you too for your answer.
Yeah, you're right - they access the tickets from the customer portal.

And I just checked for the request type - you are right. I was missing the correct request type and the field itself was not in the field schema.

After adding it, it works like a charm! Thanks a lot

All the best,
Daniel

Max Foerster - K15t

You're welcome! Been there, done that!

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