Customers are unable to see the details they placed on their tickets

[Jaqueline Daza]

We have customers raising tickets. A few have reported that when they go back to their tickets they are unable to see the details that were placed on their tickets. 

[Angélica Luz]

Hello Jaqueline,

Thank you for reaching out to the Atlassian Community!

When customers can see the ticket via the portal but are unable to view the details, it means that the request type is empty.

From the agent view, please, select a valid request type and then customers will be able to view the details of the tickets.

Regards,
Angélica

[Mikael Sandberg]

Hi @Jaqueline Daza,

Welcome to Atlassian Community!

Have you asked them if they see something like this?

The portal will automatically hide the details after the request is submitted, but you can always click on the Show details to see them. 

[Jaqueline Daza]

Hi, so I tested it with my account and it doesn't show me the details either. It doesn't give the "Show details" option. 

[Mikael Sandberg]

If you look at the agent view, are able to see the fields from there? If you check your permissions scheme, does Service project customers - portal access have the permission to edit issues?

[Jaqueline Daza]

I don't see the Service project customers option you mention here. 

[Mikael Sandberg]

Okay, if you give Service project customers - portal access permission to edit issue they should be able to see the details again. This is the default setting in the permission scheme for any JSM projects.

[Jaqueline Daza]

Oh, the image helped. Yes, they already have that permission.

[Mikael Sandberg]

Oaky, are you using different screens for View, Edit and Default? If you go to Project settings > Screens you can see the views used by each issue type like this

If you are using different screens for each (as you can see above, in this case there are two different screens used), make sure all the fields are available on each one.

[Jaqueline Daza]

Yes, I checked that as well, and looks the same as yours. 

[Josh Martin]

Are you agents able to see the data your customers are inputting wen they raise the request?

[Jaqueline Daza]

No, I tried it with mine and this is what I see. 

[Josh Martin]

Sorry, I should have been more clear.  I mean the agent view, not the portal view.  If you use the agent view, can you see the data your customers are inputting?

[Jaqueline Daza]

Oh, yes I can see the details they placed.