Users incident created by email don't show in users incident list

[Denis Lauzon]

If i create an incident and assing it to a user, the incident does not show in the user's incident list.

Why ? Misconfiguration ? Bug or as intended ?

Thank You

Denis Lauzon

[Dave Rosenlund _Trundl_]

Welcome to the community, @Denis Lauzon 👋

That's def. not "as intended." However, you really haven't given us enough information to enable us to help you.

• Is this something new that you are trying for the first time? If you create an issue directly in JSM  and assign it to someone, does that work?
• How are you assigning the issue to a user?
• Please share relevant screenshots.

The more information you share with the community, the more likely it is someone will be able to help you.

Best,

-dave

[Denis Lauzon]

Ok i found the default request type was not set by default and that request created by me ( agent ) had no request type associated.

Now. How can i set a request type to all the request made earlier ?

The field seems to be read only , i cannot modify it

Can you help me

Denis Lauzon

[Bhaargavi Natarajan]

Hi @Denis Lauzon 

Thank you for reaching out to the Atlassian Community!

From the screenshot, it appears the Request Type is not populated. Please refer to the following document which explains the reason behind this:

• Known problems with viewing requests on the customer portal - request is not visible

Regards

Bhaargavi

[Joseph Chung Yin]

@Denis Lauzon -

Welcome to the community.  To supplement what @Dave Rosenlund _Trundl_ stated, what do you mean by assigning incident to user?  In my experience, the user is the agent who is handling the issue.  Keep in mind that in your Free subscription plan, you can only have a max of three agents.

Secondly, what do you mean that it is not showing up in the user's incidents list?  What incident list?

Please advise, so we can assist further.

Best, Joseph Chung Yin

[Denis Lauzon]

Please take the time to look at the screen capture .

It shows the user request list without the case i created under is name .

This is the base, users can login an follow the cases opened for them.

Same thing for request sent by mail.

They get assigned to me and i they do not show into there account.

Thank you