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

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 added in the organization is not seeing the ticket within the organization

Edited

I have an organization set up with a few people from the same company. Our agents have created some tickets for them and then added this organization in the ticket screen, even changed the reporter to the users within this organization.

But somehow those tickets are not shown in the customer portal. So the users from this organization seem to not be able to see those tickets made by us. Is there any issue in this scenario? or is it just not working like how we expect? or anywhere I can configure it right for this scenario? 

1 answer

1 accepted

1 vote
Answer accepted

Hi @Yenchi Cheng ,

Those tickets, do they have a (Customer) Request Type associated with them?

Besides setting the Organisation on their Organisation (basically doing a share with) this is a prerequisite for the tickets to show up on the Portal.

Ah ok, so if we raised the tickets for the customer, we have to change the customer request type so it would be shown on the portal. 
Thank you very much Dirk!

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

Submit your Jira Service Management use case and win!

Hi everyone - in case you haven’t heard, we’re hosting the show of the century on November 10th: High Velocity: ITSM World Tour.     This virtual, concert-themed experience...

272 views 1 9
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