Adding a user to Help Desk topic that was created by an Agent

Question

I have created an issue for a user who contacted us through email. After a few emails, I summarized his issue and created a Help Desk topic for them.

Since I created the issue as an Agent, (although the user is the reporter), when the user logs in they are unable to see or search for the case.

How do I add this user to the case so they can track and see the comments made? I hope I haven't overlooked something small.

Lyle Johnson1 · Answer

The reporter field already has the users email. If I remove the email and try to use the user name, the user name doesn't appear as a registered user, although the email is in our user list. Very odd.

Norman Abramovitz · Answer

You should be able to update the reporter field to the customer.   The latest service desk gives the agent the ability to update the field through the portal as well.