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Client portal users cannot view issues created by agents

Jose Manuel Muguiro

Hello!

I need some users of my client portal could view issues created by my agents (in cases where these users need to interact with the issue). Currently, if I put a user as “informer” or "observer" she can’t view the issue. She only can view issues created by her.

How could I solve this?

Thank you

Accepted answers

Jack Brickey

You need to ensure 2 things:

the Reporter is the Customer that is trying to view the issue in portal and
the Customer Request Type is filled in properly

All comments

Jack Brickey

You need to ensure 2 things:

the Reporter is the Customer that is trying to view the issue in portal and
the Customer Request Type is filled in properly

Dirk Ronsmans

Hi @Jose Manuel Muguiro ,

Besides what Jack says what do you mean exactly by "Informer" and "Observer"? Are those specific fields you have or do you mean a watcher and/or request participant?

Jose Manuel Muguiro

Sorry, my configuration is in Spanish. It seems these concepts in English are different.

INFORMER is the person who create the issue

OBSERVER is any other person that follows the issue to stay informed of the evolution of it.

Jose Manuel Muguiro

What I need is that a user Customer con folow an issue even if she is not de Reporter.
The reporter could be an agent form example

Jack Brickey

Then you need to ensure that the customer is a Request Participant rather than reporter. Still be sure the Customer request type is set

Jose Manuel Muguiro

It worked.

Thank you very much

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