Good day - My customer is unable to view all their issues that they have reported in Jira.

[Ugandren Peter]

On the customer portal, my client has logged  tickets/requests, but is only able to view 7. How can we fix this?

Thank you.

Regards,

Ugan

[Fabio Racobaldo _Herzum_]

Hi Peter,

Customer can use filter in order to see all his resolved tickets. By default he can see just his open tickets.

Hope this helps,

Fabio

[Ugandren Peter]

Hi Fabio

I am talking about his "Open" tickets. Below is a screen shot of what he is able to see, only "7" tickets - but he has created/reported "13" which are open - How is that possible?

[Fabio Racobaldo _Herzum_]

Hi Peter,

please could you try to perform a reindex at project level? Moreover, could you check the permission scheme in order to figure out if user has capability to see those 6 tickets?

Ciao,

Fabio

[Ugandren Peter]

Hi Fabio

My answers in "bullet form"

please could you try to perform a reindex at project level? 

• Please assist me as to how do i go about performing a reindex.

Moreover, could you check the permission scheme in order to figure out if user has capability to see those 6 tickets?

• No clue as to how to go about checking the permission scheme.

Sorry, i am new to Jira, only using it for about 6 months now.

Kind regards,

Ugan

[Fabio Racobaldo _Herzum_]

Hi Peter,

Project Reindexing

Permission Scheme

Check if customer respect browse issue permission in the related permission scheme associated to the project

[Ugandren Peter]

I dont find "project index" anywhere on my dashboard. 

[Ugandren Peter]

Hi Fabio,

Awaiting your feedback please.

Thanks.

Regards,

Ugan

[Fabio Racobaldo _Herzum_]

Hi Peter,

are you on cloud or on premise instance? 

[Ugandren Peter]

I am on Cloud.

Thanks.

[Fabio Racobaldo _Herzum_]

On cloud you can't do that. Please, check user permission in order to figure out if he can see the other 6 ticket missing on the portal.

Check if "reporter" has "Browse project" permission on the related permission scheme associated to you project.

Fabio

[Ugandren Peter]

If reporter is not selected under "Browse Project" then i should proceed to select it? Will that then solve the issue?

[Fabio Racobaldo _Herzum_]

It could, but this is an investigation. I haven't visibility about your project configuration, business requirements and so on.

[Ugandren Peter]

Ok i will try that. 

I have another similar question. In my Project, i have a list of names under my "Customer Organization" - The "Customer" in discussion is not the "Reporter" of "Issues" but would like a view of the issues on the "Project", but also cannot view any issues - How can that be fixed?

Thanks.

Regards,

Ugan

[Fabio Racobaldo _Herzum_]

If he is not the reporter he can't see the request. In order to see a request, he should be added as partecipant

https://confluence.atlassian.com/servicedeskcloud/adding-request-participants-732528959.html

Ciao,

Fabio