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Adding ticket on behalf of customer doesnt show up on public requests pages

Mirko_d3gimx

Good morning,

For some reason it appears to be the case that if I (admin and agent of an organisation) create tickets on behalf of a customer the ticket doesnt show up on the requests overview. It is however visible in the backoffice queue. Is that intended and how can that be changed?
Screenshot 2024-02-29 at 08.04.21.png

Accepted answers

Mirko_d3gimx

SOLVED: the reason was the fact that I (admin/agent) was not myself added to the organisation. I could see everything because of my supervising role, but as I wasnt in the Org I couldnt see requests coming from customers inside the organisation. Thanks for your help

All comments

Marc -Devoteam-

Hi @Mirko

Does the Request Type field have a value after the request is created, if not this raised request will not be shown in the request overview

Or is this request type also available from the customer to create from the portal, if not this raised request will not be visible

Mirko_d3gimx

Hi @Marc -Devoteam- ,

thanks for your reply

the Request Type has a value after the request is created. Its the one I choose when creating the ticket in the service portal on behalf of that customer which ties into question 2
as the request/ticket I as admin/agent create is issued via the service portal in the first place the request type is available to that customer too

any other thoughts what the issue might be?

Marc -Devoteam-

Are all issues searchable by any user?

Are you looking at the request overview as yourself or as the customer you raised the issue for?

Mirko_d3gimx

Hmm I dont seem to be able to search/find any issues if I use the search bar, my own ones neither but they are in the overview so not sure if thats the issue

However I did create the ticket by sharing with the Organisation and I would assume that all members (admins or customers assigned to that org) can see it Screenshot 2024-02-29 at 13.12.01.png Screenshot 2024-02-29 at 13.11.07.png

Mirko_d3gimx

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