Request Participant made by Agent does not make ticket visible to other Customer

Hi,

   My customer has not received a notification of a ticket that I made on their behalf. In an attempt to debug I added customer account for myself, and (successfully) added this account onto the ticket via Request Participant.

As the customer, I didn't get notified and I can't see the ticket using My Requests.

As the Agent I can't find a way to identify the Customer URL for the ticket.

Have I misunderstood, what am I missing?

Thanks,

   Martin.

2 answers

1 accepted

It seems this is connected to https://jira.atlassian.com/browse/JSD-55 and https://jira.atlassian.com/browse/JSD-129, both of which are supposedly fixed.

By following @Yew Teck En / @Daniel Leng's process on https://confluence.atlassian.com/display/SDKB/Convert+Existing+Issues+to+Service+Desks+Requests I was able to ascertain that the Customer Request Type had been omitted from the items missing, but present when I created directly as the user. 

Issue Navigator - Blended Perspectives 2015-02-18 10-15-43.png

I'm supposing I can address this myself using the JIRA Suite Utilities approach mentioned on the Convert Existing Issues page. 

This JSD server has only run 2.1 and 2.2. 

The origin of these two tickets was that I created them on behalf of a user as they emailed me.

If I can't fix it I will raise a support ticket.

...

A little while later, sure enough:

Issue Navigator - Blended Perspectives 2015-02-18 10-54-19.png

So done. 

I hope this helps others!

Martin.

 

So, for PROJECT-Y it looks like the URL is simply <URL>/servicedesk/customer/portal/X/PROJECT-Y where X is the portal number. However, this doesn't explain why I as customer can't see other tickets on which the Agent has added me as Request Participant.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

784 views 5 7
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