Can a costumer see updates of a linked issue caused by another own request?

Toni Jiménez Lamas

Hi, I have a workflow that when a request is escalated, creates a new issue with a diferent issue type.

The problems is that the user who openned the request, can't do the tracking of the new issue caused by the one that he reported.

Is there any way to fix this?

Thanks

Dirk Ronsmans

Hey @Toni Jiménez Lamas ,

That new issue is it also part of a JSM project (maybe even the same) or is this a JSW/JWM project issue?

Currently you cannot show linked issues on the portal. (they do have a change in the works for that if I' m not mistaken).

If however it is also a JSM project then you could add the person as a request participant and give it a customer request type so that it shows up on the portal too.

another workaround could be to maybe automate something that when a change is done on the new issue you add an external comment to the initial issue and thus keeping the customer up to date with the most important changes. (you'd need some automation app for that tho)