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?

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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?


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.  

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