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Customer portal requests not visible

Our customers log tickets through Jira Service Desk portal, but somehow they cannot see an overview of all outstanding tickets.

All tickets are logged through 3 request types using issue types incident, service request and change request. None of the tickets are 'Hidden from portal'.

Customer permissions set to: know users can log tickets; can share requests with any customer or organisation

 

2 answers

Hello Johnny, 

To share tickets between customers, meaning allowing them to see tickets created by others, you should create an organisation within the project customers settings, and add all customers in this organisation.

see https://confluence.atlassian.com/servicedeskcloud/blog/2016/09/group-customers-in-organizations

Best regards

Thomas

We have 2 customers, so I created 2 projects. For each project I created a customer organisation in which I entered all of the customer members that required access to the portal. Next to this customer organisation, I added single user access for people in our own organisation (our service desk people, who also have access to the back-end of Jira of course).

Given this and from your explanation, I understand that the customer members should be able to see al of their tickets in the customer portal then?

When someone is added to an organisation and creates a ticket, he should see, at the bottom of the ticket, a "Share with" list with the organisation selected by default.

Screenshot 2019-11-27 at 16.19.11.png

Once created, all users added in this organisation, should be able to see this ticket, using the menu on the top right of the portal.

Screenshot 2019-11-27 at 16.27.48.png

Let me know if it's not what you are looking for.

Regards

This could be it, but that field is not showing by default on any issue creation form. So I guess I need to add it.

Are you testing with a user added to the organisation ? If you add yourself and create a ticket, you should see this sharing list.

Hello Thomas

I am unable to find the Share with List in my Service Requests

The Share with is displayed only in the customer portal not in the agent view of the SR.

This is correct.

Posting this as this may be helpful to people.

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