Customers not able to see Tickets created on behalf

Question

Support agent has created a ticket in behalf of customer and rightly set all the fields of reporter, organization and other things.

When the Cusomer "Reporter" login to Jira Customer Support portal and clicks on the "My Requests" page, They dont see Tickets created on behalf of them.

Where can customer see all tickets created from portal, Email, Chat and other places ?

Gunjan Kumar_xl3r1p · Answer

Hi @Kashinath N S ,

If they do not see the ticket there, it usually means one of the following: the issue was not created with a valid Request Type, the customer does not have access to that specific service project, or they were not correctly set as the Reporter.

A customer will only see a ticket in the portal if it has a Request Type. Even if the Reporter and Organization are set correctly, the ticket will not appear in “My Requests” if it was created without a request type.

Open the ticket and check if the Request Type field is filled. If it’s empty, add the correct request type. Once added, the customer should be able to see it in the portal.

Kashinath N S · Answer

Yes, Verified. Customers are added to organization and Organization field is also mapped correctly while creating ticket.

Even then this issue exist.

Dan Breyen · Answer

Hi @Kashinath N S have you verified the customer has been added to the organization and verified the Organization is filled in on the Work Item.

I've seen where reporters aren't added as members of the organization and they're not able to see the work items of the organization.