LDAP users do not receive email notifications and issues do not shown on customer portal

Question

Dear colleagues,

We added Active Directory user catalog to our Jira Service Desk Instance.

Also we added imported users from AD to the Service Desk project as a customer.

If the Agent create the issue and select as author the customer who reported about problem, this customer not receive any notifications. Also issues created in this way do not shown in their public user profile and on the customer portal.

If this customer login via customer portal by him self and report about problem, everything is ok. Email notifications, issue displayed on the portal and in public user profile.

Please help us ASAP

Alexey Volkov · Answer

Thank you!

Yes you right, in this way customer = author and it's visible on customer portal for customer.

But, if I follow this way, for me as for agent, It's not visible in user profile. How to reproduce => Agent portal with list of tickets => on the left side => Customers => select customer to open his profile => activity feed is empty.

But if the customer will login to the customer portal and report by himself, this ticket will be displayed in activity feed.

Gregor Kasmann_Actonic · Answer

Agent should create requests from Portal and set reporter (customer) there. Only in this case customer will see the request on the portal and will receive all the notifications.