You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
I have an issue where if a ticket is created by a Service Desk Team member on behalf of a Client, that Client is denied access to the ticket...
Interestingly, added Requested participants don't have this issue...
It's almost like the ticket is 'stuck' with SDT members' permissions rather than the Client's...
- no the client is not able to see the ticket in their portal (even after testing all filtering combinations available
- when provided with a direct link, the client is presented with the "Access Denied" page
- yes, the 'requested participant' does see the ticket and can access it
- ticket is a Service Request
Would it be possible to share some screenshots. Tried creating a test issue I'm behalf of a customer. Share of the screenshot of the issue and also the portal where the customer is not seeing said issue.
Fundamentally as long as the agent sets the appropriate reporter on the issue and sets the request type then the customer should see the issue in their portal.
Thanks, so again as stated above the customer should see it assuming the conditions are indeed met. I would recommend testing with another customer user such as your own personal email account. Maybe with some screenshots I could see something that would lead to an aha moment.
@Jack Brickey I spoke to a client and they cannot create tickets on others' behalf, only Service Desk Team member can.
This has something to do with desk team permissions when tickets are created. I can tell you though that this was not an issue earlier this year... We would constantly create tickets for clients...
This is what clients see when access is denied... Sorry that it's in Spanish...
Pete, the image you show is of the Portal not the application. When a an agent opens an issue on behalf of a customer they do so from the application as illustrated below. Does this agent have access to the app as shown?
your two recent posts seem to be conflicting...
"I spoke to a client and they cannot create tickets on others' behalf, only Service Desk Team member can. "
"yes, everyone who creates tickets for others is a member of the Service Desk Team..."
When you go into the project settings > people what role does this individual have?
yes, when an agent creates a ticket on behalf of the customer they do it through the application by clicking "Raise a request" and selecting from the pull-down menu "Raise this request on behalf of"
to clarify, only agents can create tickets on behalf of customers, also customers cannot create tickets for other customers.
For example, I'm the project lead with roles as admin and Service Desk Team member.