Customers cannot see incidents and requests opened in their name by our agents in Customer Portal

Question

In our Customer Portal our users can see status and updates on the incidents and requests they opened in the customer portal. However, if they did not open this via self-service and either emailed their issue to the our help desk or called in to the Service Desk phoneline, they do not see any the incidents or requests opened in their behalf.

Dirk Ronsmans · Answer

Customer request type is usually the one that is forgotten :)

Jack Brickey · Answer

If the agent opens on behalf of then the agent MUST ensure that they not only change the Reporter to be the customer but also must set the Customer Request Type. If the agent uses the "Raise a request" method rather than "Create" method this will not be an issue. Now if the customer uses the email channel to create a ticket it should still show up in the portal under their issues.