If I do not create a SD ticket via the portal the user is not notified

Question

If I create a new ticket either by pressing C or using the + the user will not be notified that a new ticket as been created. That ticket will also not show up in the Portal as a ticket created by them.

Is this by design, a bug, or am I misconfigured?

Jack Brickey · Answer

If you want them to use the “+” to create issue instead of the raise request then be sure to set the request type when doing so.

Barnhardt Network Administrator · Answer

Perhaps I'm approaching this wrong.

When my users log into the portal they see two selection, Incident and Service Request. I want IT staff to be able to create issues of other types (Change, Problems, Task, etc.), but I only want the customer to be able to create Incidents and Service Request.

I also want my IT associates to have a consistent way of putting in tickets. So I need to have them always use the "Raise a request" but have access to more issue types then the customers or I need to have "+" behave in the same as "Raise a request"

Barnhardt Network Administrator · Answer

When we use "+" and change the reporter, even on ticket creation, it does not associate the ticket with the user in the same manner as "Raise a request" does.

For instance, assume I create a ticket and change the reporter to John Doe. When I look at the ticket the reporter is listed as John Doe. However, the user will not receive notifications nor will they be able to see the ticket if they log into the Service Desk Portal.