Customer portal requests not visible

[Johnny Vloemans]

Our customers log tickets through Jira Service Desk portal, but somehow they cannot see an overview of all outstanding tickets.

All tickets are logged through 3 request types using issue types incident, service request and change request. None of the tickets are 'Hidden from portal'.

Customer permissions set to: know users can log tickets; can share requests with any customer or organisation

[Ramajayam Iyer]

The Share with is displayed only in the customer portal not in the agent view of the SR.

This is correct.

Posting this as this may be helpful to people.

[Thomas Papougnot]

Hello Johnny, 

To share tickets between customers, meaning allowing them to see tickets created by others, you should create an organisation within the project customers settings, and add all customers in this organisation.

see https://confluence.atlassian.com/servicedeskcloud/blog/2016/09/group-customers-in-organizations

Best regards

Thomas

[Johnny Vloemans]

We have 2 customers, so I created 2 projects. For each project I created a customer organisation in which I entered all of the customer members that required access to the portal. Next to this customer organisation, I added single user access for people in our own organisation (our service desk people, who also have access to the back-end of Jira of course).

Given this and from your explanation, I understand that the customer members should be able to see al of their tickets in the customer portal then?

[Thomas Papougnot]

When someone is added to an organisation and creates a ticket, he should see, at the bottom of the ticket, a "Share with" list with the organisation selected by default.

Once created, all users added in this organisation, should be able to see this ticket, using the menu on the top right of the portal.

Let me know if it's not what you are looking for.

Regards

[Johnny Vloemans]

This could be it, but that field is not showing by default on any issue creation form. So I guess I need to add it.

[Thomas Papougnot]

Are you testing with a user added to the organisation ? If you add yourself and create a ticket, you should see this sharing list.

[Ramajayam Iyer]

Hello Thomas

I am unable to find the Share with List in my Service Requests