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No Requests were found -

Hello,

Some of our Customers are having issues seeing their requests when raised on someone's behalf.

Additional information - When a service desk agent raises a request of someone's behalf the agent is directed to an error "No requests were found." Of course this is wrong as the requests were actually created. 

Anyone know how to get the ticket summary page working after a request is created on someone's behalf?

Found a similar conversation in community but without a real answer. See - https://community.atlassian.com/t5/Jira-questions/No-requests-were-found/qaq-p/1221695?tempId=eyJvaWRjX2NvbnNlbnRfbGFuZ3VhZ2VfdmVyc2lvbiI6IjIuMCIsIm9pZGNfY29uc2VudF9ncmFudGVkX2F0IjoxNjI0NDc5OTQ5OTg3fQ%3D%3D

1 answer

0 votes
KellyW Atlassian Team Jul 11, 2021

If the users belong to the same customer organization, the raised request can be shared between the users, e.g admin and user grouped into the same organization:
request.png

Customers in an organization can share requests when they raise them. If a customer belongs to only one organization, the request is shared with the organization by default (from JSD 4.9 and above) unless you have changed the default settings to keep all new requests private.
share.png


If the customer is in more than one organization the request is private by default.

information You can choose whether new requests are private or shared by default. To do so, go to Administration > Applications > Jira Service Desk configuration, and look at Organization management.

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