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Customer not able to see issues in service desk

bravesightlimited

I have a customer who is able to log into the system but cannot see his tasks on his service desk dashboard.

I can see from the User Statistics for him that he has logged in today.

I have checked his settings against another client who is able to see her issues without any trouble and the settings appear to match for both of them.

Can you please advise why this may be happening.

Accepted answers

FirstBIT Commercial Account

Check "Request type" field in Service Desk section

Image 199.png

If it is not matched to the customer facing request type, the customer cannot see it on portal.

All comments

Jack Brickey

I would do a screenshare and observe what he is or is not seeing. He should be able to see issues he reported by clicking on his profile avatar in the portal. He should choose “all” in filters to ensure no issues are hidden. Are these issue he is personally reporting or ones reported by an agent on his behalf?

bravesightlimited

Hi Jack,

Thanks for your reply. These are reported on-behalf (i.e. the user did not create these tasks themselves, but are set as the reporter).

If they create them, they can see them.

We've got the client's login to troubleshoot the issue, and selecting "All" still doesn't yield a result.

Arron

FirstBIT Commercial Account

Check "Request type" field in Service Desk section

Image 199.png

If it is not matched to the customer facing request type, the customer cannot see it on portal.

Joseph Huynh_hws0xg

Hi Arron,

Just want to clarify. Your agents created these tickets on behalf of customer. After the customer has logged in they cannot see their requests?

The first place I would check is the "Customers" list to see if they have any open/close tickets have been created on their behalf.

screenshot-techlab.candylio.com-2018.11.06-11-49-56.png

If they are there, you should also check "Customer permissions" within Project settings to see if they have appropriate permissions.

Jack Brickey

This is what I suspected. As @FirstBIT Commercial Account mentioned please check the “Request type” to see if it is set and if not pleas test by setting for one of the issues and have customer check.

bravesightlimited

This worked. Thanks so much.

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