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Problem with ticket visibility in the service desk

Stefan Speck February 13, 2024

Dear Community,

We have taken on a new customer who will now be using the Jira Service Desk to send us tickets. This customer previously used a different provider. The company now has 30 open tickets that have not yet been processed.

I have now entered these in Jira Service Management under this project (customer) in the hope that the customer will then see these 30 tickets in the Service Desk. Unfortunately, this is not the case.

Is there a solution here? Or is it not possible to create tickets so that the customer can also see them in the Service Desk portal?

Best regards
Stefan

2 answers

2 accepted

1 vote
Answer accepted
Paul Wiggers
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 13, 2024

Hello @Stefan Speck ,

Thank you for your question.

A customer logs into the customer portal with an email address. In order to see the requests in the portal, the customer needs to be part of the issue, with this email address. This can be done by setting the reporter to the customer, by adding the customer as a request participant or by setting the company to the company of the customer. That last case does have a few caveats which might cause some unwanted behavior.

If this is the case, then please reply with some screenshots so we might see what is going in. This would also include screenshots from the portal settings and customer portal environment.

Stefan Speck February 13, 2024

Hello @Paul Wiggers ,

Thank you for your reply!

Like Kai Becker likes this
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Answer accepted
Kai Becker
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 13, 2024

Hi @Stefan Speck 

in addition to @Paul Wiggers answer: Did you create the requests via the portal and the option (raise request on behalf of) or did you simply hit the create button?

If you used the create button in Jira, please make sure that the request type field has a valid option, because otherwise the request will not show up in the customer portal.

Stefan Speck February 13, 2024

Hi @Kai Becker ,

Thank you for your reply. exactly, I created the ticket normally via the "create" button - not via the portal.

How do you mean that the request type field contains a valid option? I have just looked but unfortunately I don't understand it. Can you please elaborate on this?

Thank you!

Kai Becker
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 13, 2024

Hi @Stefan Speck 

on the right panel, there is a custom field name request type. When creating the issue via create, this is not prefilled (see last field on first screenshot):

Screenshot 2024-02-13 at 14.24.47.pngScreenshot 2024-02-13 at 14.25.03.png

When the request is created via the portal, the field will be filled with the corresponding request type:

Screenshot 2024-02-13 at 14.24.24.png

Dan Scott Enslen February 15, 2024

@Kai Beckerso where does the created ticket go if it doesn't have a request type associated with it? This seems like a problem to me coming from being a Jira admin to now wanting to ramp up a service desk.

Kai Becker
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 15, 2024

@Dan Scott Enslen the are created like a regular issue in any other project. 

But they won't be visible to the customer in the portal unless the request type is added. The agent can still see this issue in a queue and might add the corresponding type afterwards. 
So nothing to worry, as nothing gets lost. I usually recommend to create requests via the shortcut in the agent view instead of the create button:

Screenshot 2024-02-15 at 16.05.36.png

Dan Scott Enslen February 15, 2024

@Kai Beckerso it seems. Thanks for the quick reply. It must've been a vapor lock on my part.

I thought I had created a test ticket and remembered the Request Field telling me that if nothing was selected the customer wouldn't see it. I was confused since I am an agent and customer so it seemed to me to be an issue. I think I just never created it since I went searching for it by issue type and Request type is Empty and found nothing.

I went back in and created another test ticket and lo and behold it showed up.

Like Kai Becker likes this

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