Set the reporter of a ticket created by an agent

[DTrierweiler]

Hey community,

we are currently migration from an old ticket system to Jira Service Desk and want to give our customers a head start by creating their old (still open) tickets to the new system. In order to do so, we just create them manually and set the reporter field to the correct customer (who already has an account and can create tickets).

The assignment works, but the customer is not able to see tickets created this way. Is there any other field, that I still need to set? Or any other things I'm unaware of?

Thanks a lot for your help.

Best,
Daniel

[Max Foerster - K15t · Accepted solution]

Hi Daniel,

by saying the customer is not able to see the ticket I assume your customer is accessing his tickets not from within Jira but the customer portal, right? Please make sure to set a request type for each ticket so it will appear there.

Best, Max

[DTrierweiler]

Hey Max!

Thank you too for your answer.
Yeah, you're right - they access the tickets from the customer portal.

And I just checked for the request type - you are right. I was missing the correct request type and the field itself was not in the field schema.

After adding it, it works like a charm! Thanks a lot :)

All the best,
Daniel

[Max Foerster - K15t]

You're welcome! Been there, done that! :D 

[Etienne Janse van Rensburg]

Hi Daniel,

Verify that your customers has access to the project (as a customer) your are creating the issue in.
Your customer won't get an notification from when the ticket was raised (done by you as you have stated), but as soon as they have been added as a watcher or as the reporter, and any changes and/or comments has been made to/on the ticket/issue, they should then be notified.
Alternatively, you can send them a link to the issue by referencing the issue key.

Hope this finds you well.

[DTrierweiler]

Hey Etienne!

Thank you for your answer.
The customer is added as a reporter and is on the watchlist - they won't get a notification and are not able to see it in the customer portal. They can't even access it, with the issue-id.

Best,
Daniel