Change Service Desk Request Channel

Question

We recently implemented Service Desk, and our customer created tickets via email. We now wish to move that customer over to the portal, so they can see their tickets. The problem is that we have 30 or so existing tickets created via email. How do we make those tickets visible in the portal?

Max Wells · Answer

Turns out we had two problems, now solved, thanks.

1) Our test tickets weren't being shared with our customer, so the weren't showing up in the portal view

2) Likewise, not all of our legacy tickets were being shared, and also weren't showing in the portal.

Susan Hauth _Jira Queen_ · Answer

Yes they will be if the customer is the reporter.

Max Wells · Answer

Hi Susan,

Thank you for the response!  To clarify, we're working on opening the Service Desk Portal to a customer and we want to ensure all open existing requests that were raised via the email channel will be visible to the customer (and any request participants per ticket) in the portal.