Can customer see the duplicate tickets through the parent ticket in customer portal?

Question

How can a customer see the duplicate tickets in the customer portal of Jira service management through the primary ticket..?

Ismael Jimoh · Answer

If you want them to see the duplicate ticket you’ll need to:

* Make the user a customer in the project the ticket is being duplicated (if you have 2 separate projects),
* Add the user as a request participant as suggested by @Rudy Holtkamp 
* Make sure that the duplicate ticket has a valid customer request type (when this is empty, the ticket will not be visible in the customer portal).
* Make sure if there is a security level set on the duplicate ticket that the user can still see it (I will test by removing this if needed).
* Lastly, ensure the person viewing it is not only looking at ticket they raised in the portal but all tickets that they should have access to including shared with them.

Should the issue persist, ask the customer for exact steps they follow and what tickets they see.

Share a screenshot of this with us after removing names and other sensitive details or test the issue with a dummy ticket and share this with us.

Vaibhav V · Answer

I have added the reporter as request participants, but I don't think they can see the duplicated tickets that are linked , they can only access the primary ticket , please correct me if I'm wrong...

Rudy Holtkamp · Answer

Hi @Vaibhav V ,

You should add the reporter as request participant in the primary ticket.