Customer Portal - Reporting discrepancies

[Andrea Hardy]

Hi -
A  customer has noticed that when they run a ticket report from the Customer Portal where they have visibility into all tickets as the email IDS were added into the organization that they all receive different totals, despite running the exact same report which I have verified. Does anyone know what the reason is for this ? And again the persons running the report have been added into the organization and all have visibility into all tickets for the respective client. Even adding myself into the organization under a test account with no other tickets or clients yields a different total. Any help or documentation that points to why this could be would be greatly appreciated. Thanks!

[Brant Schroeder]

@Andrea Hardy If you are looking at a filter that you created as an agent and comparing it to one that was created in the portal by a user (just looking at their issues) there is bound to be a different number.  User have the ability to remove the organization from a ticket that they submit and agents can as well.  This means that the customer will no longer see those issue making the count different from what an agent sees.  I hope that helps. 

[Andrea Hardy]

@Brant SchroederThank you for the response. I created the filter as if I were the client using a test account and the same parameters they were using and still received a different count. Even with the ability to remove the organization it should be a small discrepancy but i am seeing 20 plus tickets, in addition our clients have the ability to remove the organization but do not at this time. Could there possibly be another reason for this ?

[Brant Schroeder]

@Andrea Hardy When you say you are creating a filter as the client, do your clients have JSM licenses?  Do they have the same access as your account?  Can you share the filter you are using for each account?  

My guess is permission issue.  In Jira you can only see issues that you have permission to see even in the filters.