Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
Level
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Request Participant made by Agent does not make ticket visible to other Customer

Hi,

   My customer has not received a notification of a ticket that I made on their behalf. In an attempt to debug I added customer account for myself, and (successfully) added this account onto the ticket via Request Participant.

As the customer, I didn't get notified and I can't see the ticket using My Requests.

As the Agent I can't find a way to identify the Customer URL for the ticket.

Have I misunderstood, what am I missing?

Thanks,

   Martin.

2 answers

1 accepted

0 votes
Answer accepted

It seems this is connected to https://jira.atlassian.com/browse/JSD-55 and https://jira.atlassian.com/browse/JSD-129, both of which are supposedly fixed.

By following @Yew Teck En / @Daniel Leng's process on https://confluence.atlassian.com/display/SDKB/Convert+Existing+Issues+to+Service+Desks+Requests I was able to ascertain that the Customer Request Type had been omitted from the items missing, but present when I created directly as the user. 

Issue Navigator - Blended Perspectives 2015-02-18 10-15-43.png

I'm supposing I can address this myself using the JIRA Suite Utilities approach mentioned on the Convert Existing Issues page. 

This JSD server has only run 2.1 and 2.2. 

The origin of these two tickets was that I created them on behalf of a user as they emailed me.

If I can't fix it I will raise a support ticket.

...

A little while later, sure enough:

Issue Navigator - Blended Perspectives 2015-02-18 10-54-19.png

So done. 

I hope this helps others!

Martin.

 

So, for PROJECT-Y it looks like the URL is simply <URL>/servicedesk/customer/portal/X/PROJECT-Y where X is the portal number. However, this doesn't explain why I as customer can't see other tickets on which the Agent has added me as Request Participant.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Announcing Mindville Insight is now part of Jira Service Management!

Hello Community! We’re excited to announce that Mindville Insight’s asset and configuration management capabilities will now be integrated into Jira Service Management Premium and Enterprise plan...

752 views 12 15
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you