Make issue visible to customer

[Olof Nysten]

I have a problem with issue visability with one of my customers. They have three employees that can view each others issue cases without any problems, but when one of our technicians create a case and tag their organization, the customer can't see the created case. Is there a way to make them visible for the customer as well?

[Mikael Sandberg · Accepted solution]

Make sure that the request type field is set, this is the field that controls if the request is visible on the portal or not.

[Mark Segall · Accepted solution]

Hi @Olof Nysten - Are your technicians creating the issue via the native create screen or using the "Raise a Request" option on the left navigation? 

• If raising via the native "Create" function, they will need to also set the Customer Request Type field accordingly or Jira simply sees it as an internal issue. 
• If raising the request, are they doing so as the customer?  This should prompt them for sharing options.

[Olof Nysten]

Thank you. I tested and it worked by adding a request type and assigning it to the issues.