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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.

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