Customers can't see their requests

[Johan Johansson]

In the customer portal, there is a list of open and closed issues.

But the only ones visible is the latest one.

I have figured out that this list depends on "Customer request type" not being empty, but when I list them without "Customer request type" NOT EMPTY they do seem to have a value.

Editing the request type manually solves the issue, but is this a bug or what?

JIRA service desk 3.5.0 (self hosted)

JIRA verison  7.3.6.

[Brittany Wispell]

@Johan Johansson

Are your customers set up into Organizations?

What are your Customer Permissions set up as? 

Are the tickets being created internally then the Customer Request Type set? 

I know there are a lot of questions, but there could be a bunch of different problems it could possibly be. 

[Johan Johansson]

Hi Brittany,

thanks for your answer.

We do not use Organizations as far as I know, but we might have enabled something by mistake, because we were talking about using it to allow two users from the same company to see their issues together.

It is a bit difficult to say what works and what not, because some requests do appear but the vast majority do not. So I think the only ones that do show are the ones where we have updated the request type manually.

I have attached a set of screen shots. So for a particular user:

1. It is possible to see the issues in the Activity Stream, so the connection is there

2. It lists "0 open" "0 closed" for that user

3. Searching for reporter only, lists the 3 issues

4. Listing "Customer request type" not empty = 0 issues

5. Listing "Customer request type" is empty = 0 issues

6. Screenshot of one of the issues, as you can see no Organization and the request type seems to be there.

Which permissions do you refer to? We have set it up kind of default, a user can only see its own issues.

Best regards

Johan

[Brittany Wispell]

So if you set organizations and set the two people you want to see each others tickets, you can set the tickets to that specific org and they should be able to see the tickets no matter who the reporter is.

What do your request types look like? Are they all visible on the portal? Or are there any that are hidden from the portal? 

Thank you for all the images! Those are very helpful. I am not seeing anything wrong with the tickets themselves. 

[Johan Johansson]

Hi many thanks for the reply, the permissions look like this:

The request types have been modified a bit so we have a few more:Best regards

johan

[Johan Johansson]

I am kind of wondering if it has anything to do with "Waiting for customer". The ones that show in the list seems to be the ones that were resolved with the first reply.

(but all issues have either resolution "Fixed" or "Done")