Service Desk Team does not see tickets

[Sandra Hobelsberger]

Hi,

I have set up a helpdesk and an associated service project. Then I added several employees to the service project as Adminstator as well as Service Desk Team. I myself can see incoming tickets, but the added employees cannot. Can anyone help me with this, what could be the reason?

Thank you and greetings, Sandra

[Dirk Ronsmans · Accepted solution]

Hey @Sandra Hobelsberger and welcome to the community!

This can be a couple of things lets try and get some more information first:

• They are to see and enter the project itself?
• Is it a Company managed or Team managed project?
• Do they see the ticket if you send them a direct link?
• Can they search for the ticket and find it using the top right search bar? (based on key)
• Did you implement any issue security?
• Was the permissions scheme changed/can you use the permissions helper to validate they have the correct permissions (for a Company Managed project)

[Sandra Hobelsberger]

Thanks for the quick feedback! I had set up a security scheme because the board contains sensitive data of the customers. After I added the appropriate employees to the scheme, the tickets were displayed. Problem solved ;)

However, I have now noticed another problem. Employees submit requests through the helpdesk and after submitting the request, they get a feedback that the access is missing. However, the request is visible in the service project (company-managed).

[Dirk Ronsmans]

@Sandra Hobelsberger ,

if those tickets also have a security level then you need to make sure to also add that "service desk portal access" role to the security level.

[Sandra Hobelsberger]

Thank you very much, that was the problem. Now it works!

[Sandra Hobelsberger]

One more thing, clients don't get any email notifications currently. What could be the reasons for this?

[Dirk Ronsmans]

Have you set up the "customer notifications"?

Also, is there a Request Type set on the issue?

[Sandra Hobelsberger]

Done. The client overlooked the notification in the "Miscellaneous" folder.

Next problem, if a "Done" ticket is reopened by a comment of the client, the status is not changed to "In progress". Transition "Reopened" is established. Post function "The Resolution of the issue will be cleared." is set.