A customer sent a request and our company had changed the issue type

[Francesco Pili]

One of my company customers raised a request via the service desk portal as a generic support request.

We received the ticket, acknowledged and changed the issue type from the "generic" one to the "new feature" one.

Afterwards, the customer is not able anymore to see his ticket description.

Is there a procedure to follow to update the issue type?

Or, is there a procedure to suggest to the client to solve his issue?

Thank you in advance

[Jack Brickey · Accepted solution]

Please verify that the "request type" is set.

[Francesco Pili]

Hi Jack 

The customer has set the request type as a generic support request and the issue type on our end was set up accordingly. Once I updated the issue type, the request type didn't update accordingly and the customer lost the possibility to see their ticket description 

[Joseph Chung Yin · Accepted solution]

@Francesco Pili -

Changing a "issue type" is different then changing a "request type".  A request type is based on an issue type, it is what you would configure as a form which exposed to in the Portal UI.

Just as what @Jack Brickey suggested, the request type must be set correctly, only then your customer will be able to see it via the Portal UI.  In addition, your customer may also need to click on "show details" to see his/her issue description because sometime it will be auto-collapse.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Francesco Pili]

Hi Joseph,

As I replied above, the request and the issue types are congruent. Afterwards my update, the customer lost the possibility to reach his ticket description.

Regards 

[Joseph Chung Yin]

@Francesco Pili -

Was the Request Type configured for the "new feature" issue type in your JSM project? It will have to be available as a Request Type visible to customers via the Portal UI.

Furthermore, what do you mean by "reach his ticket description"?  Are you saying that he no longer have access to the ticket that he created via the portal initially?

Best, Joseph

[Francesco Pili]

The customer set the request type as a generic support request (eg ask a question). On our system it was reported accordingly, so issue type was generic support request.

I changed the issue type in new feature.

After that, the customer cannot see the ticket description, but he's still able to read the comments.

What I would like to know is how he can see the description again.

If I come back to him saying "update the request type as a new feature" , does it solve the problem?

[Joseph Chung Yin]

@Francesco Pili -

If the customer can still see the his/her issues via the portal UI, then ask them to click on the "Show details" option to see their original issue description.  

Best, Joseph

[Francesco Pili]

Hi @Joseph Chung Yin let me add some screenshots that will help to understand it further.

This is how the ticket appears on our end. Issue type is new feature, and request type is now empty:

If I follow the link in our ticket to see the ticket raised at the service desk side (customer omitted)

And the show detail is not there:

For all the other issues, that button is available. It disappeared once the issue type got updated

Now my question is: If the customer will update the request type with Suggest an Improvement

Will he be able to see his ticket description?

Thank you in advance

[Joseph Chung Yin]

@Francesco Pili -

Question for you - Is "Suggest Improvement" Request Type associated with the "New Feature" issue type in your JSM project?

If so, you will need to update the request type for the problem OCS ticket.  Customer is not able to change the request type of an issue once it is created via the portal UI.

Best, Joseph

[Francesco Pili]

yes, it's associated. 

I just updated it, and now the details are visible again on the servicedesk portal.

Thank you for you precious support :) 

kind regards