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Request Participant made by Agent does not make ticket visible to other Customer

Martin Cleaver

Hi,

My customer has not received a notification of a ticket that I made on their behalf. In an attempt to debug I added customer account for myself, and (successfully) added this account onto the ticket via Request Participant.

As the customer, I didn't get notified and I can't see the ticket using My Requests.

As the Agent I can't find a way to identify the Customer URL for the ticket.

Have I misunderstood, what am I missing?

Thanks,

Martin.

Accepted answers

Martin Cleaver

It seems this is connected to https://jira.atlassian.com/browse/JSD-55 and https://jira.atlassian.com/browse/JSD-129, both of which are supposedly fixed.

By following @Yew Teck En / @Daniel Leng's process on https://confluence.atlassian.com/display/SDKB/Convert+Existing+Issues+to+Service+Desks+Requests I was able to ascertain that the Customer Request Type had been omitted from the items missing, but present when I created directly as the user.

Issue Navigator - Blended Perspectives 2015-02-18 10-15-43.png

I'm supposing I can address this myself using the JIRA Suite Utilities approach mentioned on the Convert Existing Issues page.

This JSD server has only run 2.1 and 2.2.

The origin of these two tickets was that I created them on behalf of a user as they emailed me.

If I can't fix it I will raise a support ticket.

...

A little while later, sure enough:

Issue Navigator - Blended Perspectives 2015-02-18 10-54-19.png

So done.

I hope this helps others!

Martin.

Issue Navigator - Blended Perspectives 2015-02-18 10-54-19.png

Issue Navigator - Blended Perspectives 2015-02-18 10-15-43.png

All comments

Martin Cleaver

So, for PROJECT-Y it looks like the URL is simply <URL>/servicedesk/customer/portal/X/PROJECT-Y where X is the portal number. However, this doesn't explain why I as customer can't see other tickets on which the Agent has added me as Request Participant.