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
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

990 views 2 14
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