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Do customer portal ticket details update when an agent changed some field in agent view?

When a customer raises a request via portal, they will see the ticket details including the fields they filled out.

When the agent changed any values of the field in the agent view, why is it that the changes did not reflect in the ticket details of the customer portal?

The custom field with the value are both present in agent view and customer portal.

1 answer

3 votes

@Jeno Fernando -

As far as I know, if the field is on both Agent View and Request Form, then any change made to the field by agent will reflect in the same field when customer access the request via portal.

Can you provide screenshots to further explain your asks?  Plus, also a screenshot of your Agent View/Request Type configuration page.

It is very odd that you are experiencing when agent updates of field(s) in Agent View, and it is not reflected in the Request Form viewed by your customers.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

@Joseph Chung Yin

I just found out that this issue is caused by the add-on Extension for Jira Service Management and an existing support ticket has been raised to the vendor: https://jira.atlassian.com/browse/JSDCLOUD-9612

Excellent.  Once the vendor fixed the issue, then your problem should be resolved.

When you have a chance, please click on "Accept answer" button.

Best, Joseph

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