[Jira Service Desk] Client who is marked as the "reporter" cannot access the ticket at all.

[cole_evans]

Hello! So I've ran out of ideas to try and solve this issue and hoping you talented people can offer me help!

We're using Jira Service Desk in the Cloud and we had an internal staff member create an issue on behalf of a client of ours in our Jira Service Desk instance. They created it and had marked a client of ours as the "Reporter".

This client already had an account with us and currently DO have a ticket made at a later date assigned to themselves in our service desk instance that can be seen by viewing their currently open issues. 

However the ticket giving us difficulty does NOT appear on their currently open issues and is not accessible to them. 


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Things we have tried:

Clicking this "Share this issue by emailing other users" button and then emailing the client who was assigned as the "reporter" did not work.




They received the email but when they select the link they ran into this issue:

"By using the link given in this email chain, I am taken to site stating “incorrect request type”." alongside this image."




I am at present failing to reproduce this issue and so I'm not sure quite what to do here, and attempts to resolve the issue thus far are failing.

Help would be IMMENSELY appreciated :D!
Thanks and bless!

[Brant Schroeder · Accepted solution]

The share link in JIRA will take the client to the project / service desk agent side of the service desk.  They need to access the issue via the service desk portal.  You can view your portal link under view customer channels > visit portal.

[cole_evans]

How can I share this issue with them through the service desk portal? Unfortunately that link was my attempt to share it with them. As it stands right now they are still marked as the reporter of the ticket but the ticket doesn't appear on the list of their issues and they haven't been able to find it through the portal.

[Brant Schroeder]

If you use the raise a request feature in the service desk they would automatically receive a customer notification if you have the customer communication setup to do so on creation.  If you would like to share it with them after it is created I would just post a public comment to the request and the individual will be emailed.  In all of the customer emails there are links to the portal so they can view the information there as well. (If you have not adjusted the templates.)