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Customer Portal not showing open Request sent via email

unknown

The customer has logged a ticket via email to the service desk, but the request is not showing when they log into the portal.

1) I have added the customer as a participant within the ticket also still, it does not show.

2) have added the organisation correctly and the security level is also correct.

Client is also not getting any email update from Jira service desk

Kind Regards

Gautam

Accepted answers

Dirk Ronsmans

HI @[deleted],

Does the issue have a Customer Request Type assigned to it?

You mention the security level "is correct" does that mean the servicedesk portal user also has access?

All comments

Dirk Ronsmans

HI @[deleted],

Does the issue have a Customer Request Type assigned to it?

You mention the security level "is correct" does that mean the servicedesk portal user also has access?

Jack Brickey

And ensure the customer is the Reporter

unknown

Hi Drik & Jack

Does the issue have a Customer Request Type assigned to it?- yes

You mention the security level "is correct" does that mean the servicedesk portal user also has access? - yes

And ensure the customer is the Reporter-- yes

Screenshot below

Screenshot JIra.png

Dirk Ronsmans

That looks all good. I'd say

double check that the customer is a member of the Organization
make sure that within the issue security level configuration you have the portal user.. I can only see that it has a level assigned to it not what the configuration of the level is meaning:

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