customer tracking via portal

[Manuel Rodrigues]

Question, If I put the reporter field to be set to a customer, will it show up as an item that is trackable in his portal login area ? Will it show up in any different way because he didn't effectively submit it or not ? 

[Dan Breyen · Accepted solution]

Hi @Manuel Rodrigues ! Yes, if an individual is made the reporter of an issue, then they will see that incident in the Portal under the Requests 'Created by me' and their Organization. Being new to JSM, I create Service Requests for customers all the all the time because the customers aren't always creating new issues on their own.  If you change the reporter to an individual, it's as if they created it themselves.  

When I create one, it defaults to me as the reporter, but I just change it to the correct customer and away we go!

[Manuel Rodrigues]

Thanks

[Manuel Rodrigues]

Does the "organization" field have someway of triggering an issue being shown on the portal or is this only available via the reporter field ?

Asking as I'm thinking about the role of the org field if we will use it for scenarios in which tickets are submitted on behalf of a customer by one of our team members.