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Customer cannot see tickets if they are reporter

Elaine Xu I'm New Here Sep 03, 2020

Customers can only see the tickets submitted by themselves, if I create a ticket on their behalf, change them as the reporter, they do not get notifications about new comments neither can they access the details of that ticket. Is it because they can only see the helpdesk content, not the full jira? 

2 answers

2 votes
Jack Community Leader Sep 03, 2020

When you create an issue on the customer’s behalf you should use the link in the sidebar “raise a request”. This will avoid the issue you are experiencing. If you use the Create button then you need to ensure the Customer request type is correct set in addition to setting them as the reporter.

0 votes
Fahad Siddiqui Community Leader Sep 03, 2020

@Elaine Xu the best way to find out the issue is go in 

Notifications click

Notifications helper

and then select the user and check the details.

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