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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

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