Portal Settings - unable to see all open tickets for project

[Dave Calabro]

I have gone through my settings and I am not sure what I am doing wrong here. My project has about 20 open incident tickets. When I go into the portal I am only able to see 4 of them by going to Request. I have my Status set to Open request and created by all. These tickets have been made by multiple requestors.  Thank you for any assistance. 

[Ian B · Accepted solution]

That's fairly normal; in one of my JSM projects I have 237 open issues and 169 assigned to me but in the portal most of the 89 issues I can see in "Requests" are not even for that same project. 

By default the portal will only show you issues/tickets you are the reporter, assignee or participant of, and not all request types show up in the portal.

You need to use the Agent/Project view for wider visibility if you're an agent. If you want other, non-agent users to be able to see all tickets, they need to be added directly as participants. You could also look into using Organisations, but I'd urge caution with that as it can easily leak staff/customer/client data unintentionally.  

[Dave Calabro]

Thank you Ian. So yes this would be for customers to be able to see their open tickets. Is it that I just share the ticket with them? I have a test customer created as a service desk customer. I also attempted to add the test customer as a stakeholder but the account does not show up when I search. I have verified that in the project settings that the test account is there. 

[Ian B]

Customers should be able to see their own tickets already. If you're wanting for them to see all tickets created within their organisation, this is possible by creating and adding users to an organisation, but this should be used with caution if there's ever likely to be potentially sensitive data in any of the issues.

[Dave Calabro]

Thank you so much Ian. All good now.