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Customer doesn't see the tickets I moved to the project.

Hello Community,

I had a Jira Software project with 30 tickets in it. These tickets were made by 1 Project Lead in my organisation and he was 'Reporter' on all of them. These issues were all raised by our Customer via regular mail to our project Lead and he registered the issues in Jira.

This Project Lead left our company and in meantime I transferred all the 30 issues from this Jira Software project to a Jira Service Management project, in order to create visibility towards my customer on these tickets. I also changed the Reporter field from my previous Project Lead to the name of my Customer.

In meantime, my Customer created 4 more issues using the new interface.
https://-------.atlassian.net/servicedesk/customer/portal/9

The problem is :

When my customer logs into her interface, she sees the 4 tickets she made but not the 30 tickets she is Reporter on. What can I do so she sees these?

2 answers

1 accepted

2 votes
Answer accepted
Alex Koxaras Community Leader Jun 10, 2022

Hi @Philippe Vlaemminck ,

Check if your customer's org is present in the ticket, and most importantly that on those 30 tickets l, the appropriate request type is set.

Regards,

Alex

Hi Alex,

Thanks a lot! These tickets indeed had an empty organisation, so I managed to change this into the organisation this customer belongs to, now I have 34 tickets all with the same organisation.

Unfortunately this customer still only sees 3 of them. 

Then I went to the customer section in my Project and noticed that this customer still only had 3 tickets open on her name. Clicking on this showed me this query :

reporter = qm:07f8ac2a-200<and a lot more>  AND project = xxxxxx AND resolution is EMPTY AND "Request Type" is not EMPTY

aha --> Filtering on this shows indeed : that 'Request Type' is empty on 31 tickets.
There we have it.
Unfortunately bulk edit doesn't show 'Request Type' as an editable field....

I'm still stuck. 


Alex Koxaras Community Leader Jun 10, 2022

I think that you can create an automation rule. This will allow you to edit the request time.

But you can also change these 30 tickets by hand. It's not that many.

Indeed, I change this manually. Job done !

Thanks for pointing this out to me, really appreciated !

Like Alex Koxaras likes this
Alex Koxaras Community Leader Jun 10, 2022

Nice!

0 votes

@Philippe Vlaemminck -

Hi there:

The request type is there for Bulk Edit operation, it is named "Change Request Type"

2022-06-10_8-38-56.png

If you see the field but not able to change it, then check to see if the issues for bulk changes operations are in a terminal status where editing are not allowed  (this is controlled in the WF associated with the issue types used in the JSM project).

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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