Issus is not showing in the portal list whenever we change the Reporter.

[Yugandhar Mocherla]

Hello,

Whenever we manually change the "reporter" of an existing issue in one of the service projects, to the "customer", the customer could not see that issue in his list in the portal.

For the same issue, if an agent adds the comments, then the customer is receiving an email but when replies to that comment email, it is creating a new issue in the JSM.

Any suggestions please?

Thanks,

Yugandhar.

[Jack Brickey]

Hi @Yugandhar Mocherla , can you please check the issue that is not appearing and ensure that the customer request type field has a value?

[Yugandhar Mocherla]

Hello Jack,

Thank you for your response.

Yes, Request type has a value. 

Here, we are using JSM (Cloud) for MSSP. We create issues in the JSM for the generated alerts using the shared account (initially this will be the customer/Reporter for the issue) and once the threat is true positive then we assign the "Organization" value to the issue and then change the reporter.

Thanks,

Yugandhar.

[Jack Brickey]

So if the Customer is the reporter AND the Customer request type is set then that Customer should be able to see the issue in the portal. 

[Yugandhar Mocherla]

Yes, Jack.

[Jack Brickey]

I'm not sure exactly what you mean by shared account. It may be that there's something unique in there that is pointing to the smoking gun here. Is this the only scenario/issue type what you're having this problem? is the problem consistent every time?