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Customers view issue details in their requests Edited

When our "Customers" login to review their requests / tickets through the portal they are only being shown a summary of comments. See screen shot below:

Screen Shot 2017-04-06 at 9.56.01 AM.png

I would prefer if they could also view additional information on the issue

  • The "detail" of the issue - the original ticket
  • The current status
  • The priority
  • Attachments
  • etc.

Best if this information could be displayed above the comment thread in as simlar a format as how agents view the ticket.

I am unsure where to configure this and/or if it is possible.

Thank you for any assistance.

1 answer

Hi. The details that they filled out should show at the bottom of the created request (below the comments). Only fields that they can fill out initially can display on the saved request on the portal so priority won't show unless you also let them set it at creation.

Ticket status is already there (it's the Open button in your screenshot next to the ticket summary). JSD will give you high level customer facing statuses out of the box to use but there's nothing stopping you from creating like-for-like statuses for the JSD request and updating the automation to match them up). 

Same deal with attachments that are added via the creation or via the customer. Attachments that are added to the JSD within the actual JIRA ticket will not show up unless shared with customer. 

 

Hope this helps,

 

KK

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