Change Service Desk Request Channel

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?

1 answer

This widget could not be displayed.
Susan Hauth Community Champion Dec 05, 2017

Hi Max,

Regardless of the Channel, the requests will still be visible in the service desk.  Are you experiencing something else?

Susan

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.

Susan Hauth Community Champion Dec 05, 2017

Yes they will be if the customer is the reporter.

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.  

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity!

...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

9,600 views 9 28
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you