On an issue where I am listed under "Request participants" I also see a set request type of "Get IT Help", but I am unable to find this in portal view when I've sorted my list by "Where I am a participant" What drives this criteria?
Thank you!
Hi Matthew,
For a ticket to appear in the customer portal it's necessary to have a request type, so as you mentioned this field is set, it should appear in the customer portal.
If you select the options "Any status", "Where I am a participant" and "Any request type" none of the tickets is appearing?
Are you only the participant of the ticket or you are also watcher/reporter/assignee?
As a test, can you open the ticket on behalf of someone else and add you as a participant?
Regards,
Angélica
Thanks for following up. We were testing a couple of different things and had too many people in the pot changing things. It seems to be working as I would expect it to work today.
Which is, on an incident where I was added as a requested participant and the request type is populated, I am seeing this when I look in the portal under the "Where I am a participant"
We were working through organizations and how those work at the same time we were looking at Request participants and figuring out how to automatically populate a request type on an issue.
Thanks again!
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It's important that when you already have a role on the ticket, that nobody adds you as another "role", for example, if you are the assignee but you are also part of the organization and the ticket was shared with the organization, you won't receive notification because you are an agent and customer at the same time. It also happens if you are the reporter and assignee, or assignee/reporter and participant.
When a ticket is opened through the customer portal, the request type is filled automatically, but if your team usually open tickets on behalf of the customer through Jira (+ button), you can create an automation for that, please check the documentation below:
- Automatically set Customer Request Type When Issue is Created via JIRA
Note that, even when using the automation, customers won't receive the "Issue created" notification because the automation will run after the ticket is created.
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