Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Customer Portal - Visibility of Tickets Edited

Simon W_ I'm New Here Feb 01, 2021

Hello all,

we are using Jira Service Management as a cloud solution. We have support agents that handle tickets in several projects.

Each project is designed for one customer. The customers are in one organization as customers and can create tickets through the customer portal or by mail. In addition, the customers can call via hotline, which allows the agent to create the ticket on behalf.


But we have the problem that when an agent creates a ticket via the agent interface and enters the customer as "on behalf of the author", the ticket disappears into nirvana.

Neither the requesting customer then sees the ticket via the customer portal, nor does the agent see the ticket in the project view under "customers" in the "organization group" when clicking on the requesting customer.

Even if the agent first creates the ticket on himself and then changes the author in the ticket itself to the customer. Jira behaves identically.

The behavior can be reproduced.

This causes us a huge problem and we can't document our work to the customer.

Best regards

1 answer

1 accepted

1 vote
Answer accepted
Jack Community Leader Feb 01, 2021

Please ensure the agent sets the Customer Request Type. iIt is recommended to use the "Raise a request" link vs. Create to ensure that the issue follows the form and can be viewed by the customers.

Simon W_ I'm New Here Feb 01, 2021

That's it! 


Thanks a lto

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

192 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you