Users cannot view the details of their form submission from the portal

[Andrew Schmidt]

I have an internal IT request form that employees can submit from a JSM portal. After a user submits the request, all they can see are the comment updates and not the contents of the form they submitted. How can I make it so they can see their form submission from the portal?

[Harrison Ponce]

Hi @Andrew Schmidt , can you confirm in one of your tickets that the form is set to be "external"? Internal really means only agents, but sometimes we want our "internal" (like in the company) customers to see it and for that you'd need to make it "external" - it would still be only visible to the reporter and request participants on the ticket from the portal view.

This should be default behavior for the forms, so I'm curious if someone or automation is making them internal after submission?

[Andrew Schmidt]

Awesome that seems to have resolved my issue. Is there a way to make this form External for everyone instead of doing this for each submission?

[Harrison Ponce]

It's a bit odd that it isn't external automatically. That is the default for forms that are linked to request types and submitted through the portal.

I'm wondering if your users are submitting through the agent view OR if you have an automation running that makes them internal by default?

One quick solution, that would avoid a lot of digging here, would be to create an automation that makes the form external after submission. Although I am curious of the behavior here! :-)