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Different views for customer and support view of "customer view"

Nico Salgado

Hi,

does anyone knows why Jira Servicedesk shows me two different views of an issue on the customer portal?

The first screenshot shows my customer view with a customer user, but with 3 options. The second screenshot shows my internal support employee view "view customer request". But there is only one option.

Thanks a lot!

Accepted answers

Susan Hauth _Jira Queen_

HI,

Looks like there are conditions on the workflow steps. So that Cancel and "Info To Development" are conditioned for maybe "customers" or not agents or something based on a group.

You will need to open up the workflow to figure it out.

Hope that helps

Susan

All comments

Susan Hauth _Jira Queen_

HI,

Looks like there are conditions on the workflow steps. So that Cancel and "Info To Development" are conditioned for maybe "customers" or not agents or something based on a group.

You will need to open up the workflow to figure it out.

Hope that helps

Susan

Nico Salgado

Thanks for your reply Susan.

could it also be that permissions are responsible that, as a support stuff, i am not able to see the "full" view of a customer?

I think the workflow should be the same, because i am acting like a customer.

Susan Hauth _Jira Queen_

HI Nico,

I don't believe so, I think this is due to conditions on the workflows. Perhaps there is a condition that Only the Reporter can do the transition?

Susan

Nico Salgado

Hi Susan,

then i will have a look at the workflows.

I recently changed the option that only the reporter can do the transition. So this can not be the problem.

Johanna Malchow_ic07cy

I am requesting a feature that will enable this so please vote and comment so Atlassian looks at it https://jira.atlassian.com/browse/JSDCLOUD-11512

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