Hello,
Whenever we manually change the "reporter" of an existing issue in one of the service projects, to the "customer", the customer could not see that issue in his list in the portal.
For the same issue, if an agent adds the comments, then the customer is receiving an email but when replies to that comment email, it is creating a new issue in the JSM.
Any suggestions please?
Thanks,
Yugandhar.
Hi @Yugandhar Mocherla , can you please check the issue that is not appearing and ensure that the customer request type field has a value?
Hello Jack,
Thank you for your response.
Yes, Request type has a value.
Here, we are using JSM (Cloud) for MSSP. We create issues in the JSM for the generated alerts using the shared account (initially this will be the customer/Reporter for the issue) and once the threat is true positive then we assign the "Organization" value to the issue and then change the reporter.
So if the Customer is the reporter AND the Customer request type is set then that Customer should be able to see the issue in the portal.
Yes, Jack.
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