It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Agents cannot see their own requests/incidents to other Projects teams.

Hello,

When a Agent/user raises an incident via Portal or Service Desk to another team(project), they cannot see that incident or search for it.

How can this be done without giving access to that agent the access to another entire project? We do nnot want to give access to the entire project to user outside that team, only see the incident that user raised.

 

Eg.

Agent in IT team raises a incident/request to Finance team. After creation and to see if there is any update or update itself the IT user cannot find the incident/request using the search option and/or via "my requests" on Company Portal.

Thank you in advance.

Ivo

1 answer

1 accepted

0 votes
Answer accepted
Brant_Schroeder Community Leader Jan 13, 2020

Ivo,

  The agent will need to use the portal to see their requests.  If the agent uses the create issue inside of Jira to create their request in a different project then it will not have a request type associated with it.  If a Service Desk issue does not have a request type then it will not show in the portal.  If you look at the issues that they submitted you can set the request type and then they will show in the portal.  You should also have them use the raise the request feature in the service desk or the service desk portal to submit their issues in the future.

Thank you Brant.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Trello

The control freak's guide: using Trello to plan a relocation

My partner and I were planning this relocation for years. It was our shared dream to try and live in another country. As children of immigrants, we already have experienced this once, but this still ...

374 views 8 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you