Adding ticket on behalf of customer doesnt show up on public requests pages

Mirko February 28, 2024

Good morning,

For some reason it appears to be the case that if I (admin and agent of an organisation) create tickets on behalf of a customer the ticket doesnt show up on the requests overview. It is however visible in the backoffice queue. Is that intended and how can that be changed?
Screenshot 2024-02-29 at 08.04.21.png

3 answers

1 accepted

1 vote
Answer accepted
Mirko February 29, 2024

SOLVED: the reason was the fact that I (admin/agent) was not myself added to the organisation. I could see everything because of my supervising role, but as I wasnt in the Org I couldnt see requests coming from customers inside the organisation. Thanks for your help

0 votes
Mirko February 29, 2024

Hi @Marc Koppelaar ,

thanks for your reply

  1. the Request Type has a value after the request is created. Its the one I choose when creating the ticket in the service portal on behalf of that customer which ties into question 2
  2. as the request/ticket I as admin/agent create is issued via the service portal in the first place the request type is available to that customer too

 

any other thoughts what the issue might be?

Marc Koppelaar
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
February 29, 2024

Are all issues searchable by any user?

Are you looking at the request overview as yourself or as the customer you raised the issue for?

Mirko February 29, 2024

Hmm I dont seem to be able to search/find any issues if I use the search bar, my own ones neither but they are in the overview so not sure if thats the issue

However I did create the ticket by sharing with the Organisation and I would assume that all members (admins or customers assigned to that org) can see itScreenshot 2024-02-29 at 13.12.01.pngScreenshot 2024-02-29 at 13.11.07.png

0 votes
Marc Koppelaar
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
February 29, 2024

Hi @Mirko 

Does the Request Type field have a value after the request is created, if not this raised request will not be shown in the request overview

Or is this request type also available from the customer to create from the portal, if not this raised request will not be visible

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
AUG Leaders

Atlassian Community Events