Unable to set customer as reporter for new issues

[Ed Clarke]

Hi

First post here, I hope you can all help.

I am setting up a JSM project. The workflow is that a customer creates a ticket, these tickets then have new tickets (issue type called 'Action') created and linked to the original ticket. 

I need the customer to have visibility of these 'Action' tickets. I set up some automation so that when an issue was linked to another it would copy the reporter from the original issue into the linked 'action'. Sadly this doesnt work and the reporter gets set as 'anonymous'. I tried to set the reporter of the action to the name of the customer manually but it doesnt appear in their portal.

Any suggestions please?

[Ed Clarke · Accepted solution]

SOLVED....

I changed the smart value to {{destination.reporter}} and the automation works as expected!

thanks for the help

[Kris Dewachter]

Hi @Ed Clarke ,

Are you creating these new tickets also in a Service Management project, or a Software project?

If you are creating them in a SM project, you will need to make sure the 'Customer' has the 'Create Issue' permission in the permission scheme.

If you are creating the new ticket in a Jira Software project, you probably will not be able to do so. These tickets will also not be visible in the portal.

Best regards,

Kris

[Ed Clarke]

Hi @Kris Dewachter

Thanks for the quick reply.

All tickets are being created in an SM project. The customer can already create tickets via the portal, but when I created a ticket from within the project and set the customer as reporter by editing the reporter field manually the ticket does not show in the customers portal.

I checked the permissions for Create Issues and already had 'Service Project Customer - Portal Access' - is that the right option...?

Regards

Ed

[Kris Dewachter]

Hi @Ed Clarke ,

Just to recap for my understanding .....

You have 2 service management projects in the portal ?

In the permission schemes for both projects, the "Browse Projects" and "Create Issues" permissions are both assigned to "Service Project Customer - Portal Access" ?

The customer is able to see both projects in the portal, and create an issue in both projects, and is able to see both those issues in his/her issue list in the portal ?

If this is the case, and you manually change the "reporter" of an existing issue in one of those service projects, to the "customer", this customer should see that issue in his list in the portal.

I tested this on my environment and this works perfectly.

Can you confirm you have the same setup ?

Best regards,

Kris

[Ed Clarke]

Hi Luke,

It's only 1 project but there are two request types. 

I have checked the permissions and "Service Project Customer - Portal Access" has access to both Browse Projects and Create Issues.

If the customer creates a request, they see it in their portal, no problems there.

I then create a new request of a different request type (Action) and link it to the request created by the customer. Automation is then triggered when an issue is linked. The automation should take the reporter of the original request and use that to update the reporter of the 'Action' request. But, the reporter is being set as 'Anonymous'.

If I manually set the reporter to the name of the customer, then the 'Action' request appears in their portal.

Regards

[Yugandhar Mocherla]

Hello @Kris Dewachter

We are facing similar issue in JSM.

Whenever we manually change the "reporter" of an existing issue in one of the service projects, to the "customer", the customer could not see that issue in his list in the portal.

For the same issue, if an agent adds the comments then the customer is receiving an email but when replies to that comment email, it is creating a new issue in the JSM.

Any suggestions please?

Thansk,

Yugandhar.