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Service Portal Customer Portal Assignee

Hey I found an old answer in Atlassian since 2014 stating the following: At the moment there is no concept of customer "assignment". In our current model, the customer is always the reporter and the assignee is always the person responsible for managing the ticket in you service desk team. The status of the issue is generally used to denote which side the ticket is currently waiting on, eg. "Waiting for Customer" or "Waiting for Support" or "Waiting for External Vendor" etc.

What I would like to know is if this is still the current situation since we have several tickets being generated through this portal to various customer and if the customer has large team of people on their side to deal with the tickets they do not have any clear view of who is looking in to what on their side. only the the status of the ticket. 

2 answers

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2 votes
Answer accepted
Alex Koxaras _Relational_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Apr 24, 2023

Hi @Bára Hlynsdóttir 

The current situation is as follows:

  • Reporter is always the customer (but can also be an agent if you create a ticket like this)
  • Assignee can only be an agent, a user with valid JSM license
  • Customers are now eligible in seeing other tickets shared with their organization. But in order to do that:
    • You have to create organizations
    • Place your customers to these organizations
    • Make the new requests shared with the existing customer organization 

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