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Customer Portal not showing open Request sent via email

The customer has logged a ticket via email to the service desk, but the request is not showing when they log into the portal. 

 

1) I have added the customer as a participant within the ticket also still, it does not show.

2) have added the organisation correctly and the security level is also correct.

 

Client is also not getting any email update from Jira service desk 

 

Kind Regards

Gautam 

 

 

1 answer

0 votes
Dirk Ronsmans Community Leader Jun 15, 2021

HI @gnair ,

Does the issue have a Customer Request Type assigned to it?

You mention the security level "is correct" does that mean the servicedesk portal user  also has access?

Jack Community Leader Jun 15, 2021

And ensure the customer is the Reporter

Hi Drik  & Jack 

 

Does the issue have a Customer Request Type assigned to it?-  yes 

You mention the security level "is correct" does that mean the servicedesk portal user  also has access? - yes 

 

And ensure the customer is the Reporter-- yes 

 

Screenshot below 

Screenshot JIra.png

Dirk Ronsmans Community Leader Jun 15, 2021

That looks all good. I'd say

  • double check that the customer is a member of the Organization
  • make sure that within the issue security level configuration you have the portal user.. I can only see that it has a level assigned to it not what the configuration of the level is meaning: 

image.png

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Jack Community Leader Jun 15, 2021

Yeah I am not seeing anything that is out of whack here. Just to be clear if this customer create an issue from the portal he sees it but if he sends an email he does not correct? Is this happening to all clients in this organization? What about other projects? There is something fundamental I am missing here but I just can't lay my finger on it. 

Hi Drik 

Thank you it was the security level configuration for the portal user. the issue has been fixed now thank you 

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