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Customer Portal View requests from multiple JSM projects

Megan Ferguson

We have 2 separate JSM projects (an IT help desk and a facilities help desk) which the customers can access via the Portal. They have been defined as 2 separate tiles which then give you a list of forms to select which ultimately sends the issue to the correct JSM project for action.

When the customer is viewing their issues via the Requests list in the portal they are only seeing their tickets for one of the JSM projects and not both.

Is there somewhere that you can configure this list to restrict which JSM project issues it displays? There are no organizations configured.

Cheers

Accepted answers

Megan Ferguson

ANSWER:
thanks guys using your questions I've managed to work out what the person had done. Although the filter was showing "Open Requests" in the filter he had managed some how to select Open Requests for 1 JSM project but not all projects. As the projects were built by different people, one had an "open" status and the other had "Open Requests" status. So he had selected the Facilities HelpDesk (which isn't in the screen dump below) which had status "Open Requests" . When I looked at the filter I went yep all good it is showing all open requests. Cleared the filter and then re-selected the top Open Requests not the specific project and now we can see all tickets.

All comments

Cristian0791

Hi Megan,

Hope you are doing well.

Can you please verify if the affected customer have some filters in the view request tab. Eg: Status or Request Type.

Evaldas_l302r8

Megan, I don't understand your need - you have 2 different JSM projects and you want users to be able to create tickets (issues) for both of the projects (IT and Facilities), but after ticket created - you want to show that user only tickets from one project, right? If yes - what's the idea behind this?

Adolfo Casari

@Megan FergusonIf it's not there, go to Manage Columns to add the project as a criteria for selection.

Megan Ferguson

The only filter he had on was for "Open Requests" and the issue that we looking for was definitely "Work in Progress"

Megan Ferguson

No I want to be able to see the tickets from both projects. For some reason this user is only able to see open requests for one project and not the other. I'm trying to find out if there is a way that you could restrict it to one project and that potentially could be the cause of his issue.

Megan Ferguson

Evaldas_l302r8

yeah, sometimes it's as simple as this...

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