Denied Access to support ticket when created by SD team on Client's behalf

[Pete Piro]

Hello,

I have an issue where if a ticket is created by a Service Desk Team member on behalf of a Client, that Client is denied access to the ticket... 

Interestingly, added Requested participants don't have this issue...

It's almost like the ticket is 'stuck' with SDT members' permissions rather than the Client's...

Pete 

[Jack Brickey]

Denied access from where? How are they trying to access the issue? Is the Request Type set? Can the customer see the issue in the portal.?

[Pete Piro]

Hello Jack,

In order,

- no the client is not able to see the ticket in their portal (even after testing all filtering combinations available

- when provided with a direct link, the client is presented with the "Access Denied" page

- yes, the 'requested participant' does see the ticket and can access it

- ticket is a Service Request

Thanks, Pete 

[Jack Brickey]

Can you verify that the Request Type is set for the issue.

[Pete Piro]

Yes, it is... 

[Jack Brickey]

Would it be possible to share some screenshots. Tried creating a test issue I'm behalf of a customer. Share of the screenshot of the issue and also the portal where the customer is not seeing said issue.

Fundamentally as long as the agent sets the appropriate reporter on the issue and sets the request type then the customer should see the issue in their portal.

[Pete Piro]

it would be fine but will need to wait a day...

[Jack Brickey]

Another question for you Pete. Is this a CMP or TMP project?

[Pete Piro]

CMP 

[Jack Brickey]

Thanks, so again as stated above the customer should see it assuming the conditions are indeed met. I would recommend testing with another customer user such as your own personal email account. Maybe with some screenshots I could see something that would lead to an aha moment.

[Pete Piro]

@Jack Brickey I spoke to a client and they cannot create tickets on others' behalf, only Service Desk Team member can.    

This has something to do with desk team permissions when tickets are created.  I can tell you though that this was not an issue earlier this year...  We would constantly create tickets for clients...

This is what clients see when access is denied...  Sorry that it's in Spanish... 

[Jack Brickey]

in order to create issues on behalf of the Customer the user needs to be a member of the Service Desk Team for that project. The only other possible restriction that could come into play would be if Issue Security has been configured.

[Pete Piro]

yes, everyone who creates tickets for others is a member of the Service Desk Team... 

How can I review this Issue Security?

[Pete Piro]

Hello @Jack Brickey do you have any update on this?  

Pete 

[Jack Brickey]

Pete, the image you show is of the Portal not the application. When a an agent opens an issue on behalf of a customer they do so from the application as illustrated below. Does this agent have access to the app as shown?

your two recent posts seem to be conflicting...

"I spoke to a client and they cannot create tickets on others' behalf, only Service Desk Team member can. "

"yes, everyone who creates tickets for others is a member of the Service Desk Team..."

When you go into the project settings > people what role does this individual have?

[Pete Piro]

@Jack Brickey 

yes, when an agent creates a ticket on behalf of the customer they do it through the application by clicking "Raise a request" and selecting from the pull-down menu "Raise this request on behalf of"

to clarify, only agents can create tickets on behalf of customers, also customers cannot create tickets for other customers.  

For example, I'm the project lead with roles as admin and Service Desk Team member.

[Jack Brickey]

to clarify, only agents can create tickets on behalf of customers, also customers cannot create tickets for other customers.

correct, this is as it should be. Which brings me back to the beginning, where I question what exactly the problem is.

[Pete Piro]

@Jack Brickey 

the original problem is that when an agent creates a ticket on a customer's behalf that customer cannot access that specific ticket...

[Pete Piro]

@Jack Brickey any thoughts on the issue?

[Jack Brickey]

@Pete Piro , I stumbled upon this and wanted to follow up. Did you resolve? If so please share.

[Pete Piro]

@Jack Brickey unfortunately, we did not solve it.  The workaround is not to create tickets on the customer's behalf.  Pete