Sharing an issue not created in customer portal with customer portal org or user

[Tracy J]

Does anyone know how you can share an issue that is created in JIRA Service Desk (Not created under the customer portal) with a customer?

Although, when selecting the share option on the issue, I can select the customer user and then share the issue, when the customer receives the notification, it takes them to the customer portal home page and does not allow them the view the issue. 

I know this is because the issue was not created by the customer, but I thought there might be a way to at least email the details of the issue with comments?

Thanks,

tj

[Angélica Luz]

Hi Tracy,

Just to complement Susan's response, I would like to share a workaround for tickets created on Jira instead of the portal.
As she mentioned, when the ticket is created through the + button, the request type is not set, so the ticket won't be visible in the customer portal. The request type is also what triggers the notification for customers.
To prevent this issue, you can create an automation that will fill the request type when the ticket is created on Jira:
- Automatically set Customer Request Type When Issue is Created via JIRA
Note that, as this automation will run after the ticket is created, customers won't receive the "Request created" notification.

Regards,
Angélica

[carolyn french]

Hi Tracy,

You can also add your Customer into the Request Participants field, if they are not truly the Reporter, but you would like them to see the issue in the project.

Carolyn

[Kleber Fonseca]

Hi @carolyn french 

How can I add Customer or Organization to Request Participants field?

Is it a Request field ?

Can I write a script to bulk change this field ?

I have many requests in Service Desk without sharing with customer organization.

Thanks a lot

[carolyn french]

Hi @Kleber Fonseca ,

Request Participant is a field in your Jira issue. You could write a script most likely. Ask new questions, and you'll get more people to answer and help out.

https://confluence.atlassian.com/servicedeskserver/adding-request-participants-939926441.html

[Susan Hauth _Jira Queen_]

Hi Tracy,

If an issue is raised in Jira and there is NO Customer request type, that issue will not be visible in the portal.

As an agent, you can change the reporter to be your customer as well, so that they can see their issue,

Hope that helps

Susan