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New requests no longer visible in Portal

Evaldas
Evaldas Mar 31, 2023

OK, I've found this page  with some explanation, why my new Requests are not visible in Portal (and Customers don't get any notifications even if they are Reporters) - they don't have Request type for this Issue type.

HOWEVER, what I don't understand - why my previous identical requests (without Request type as well) WERE visible in the Portal and notifications were sent to the Customers.

See a previous "bug" Issue type and nothing as Request type assigned (same people participating) - viewable in Portal:

oldbug.png

 

And the new "bug" with same story no longer visible in Portal (notifications not working either):

newbug.png

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Dave Mathijs
Dave Mathijs
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Mar 31, 2023

Hi @Evaldas issues without a request type (because they were created by agents directly via the Create button in JSM) were/are never visible for the Reporter on the customer portal unless they have a JSM license as well.

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Evaldas
Evaldas Apr 02, 2023

Your answer suggested me an idea - how were the previous requests created that they "worked"?.. I tried repeating and it worked - they all were created as a "Support" issue type with something as Request type, but then moved/changed to "Bug" issue type with nothing as Request type - and these work (in Portal and notifications as well)!

Perhaps it's a bug, but a good one for us :)

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