Report unable to acces Jira Ticket in Service Desk

[Paige Annunziato]

When we get the summary form for the employee to fill out, we go to Service Desk in the ticket and copy the link to put in the Slack channel. 

The employees are customers while the managers are service deck agents.

 Typically, the employees are able to access the summary link since it goes through the help desk so long as the Manager puts the employee as the reporter. 

Every so often one comes through where the ticket was filled out right and the employee still isn't able to access it as the reporter.

What could possibly be the reason for this?

[Daniel Eads · Accepted solution]

Hi Paige,

Sometimes when people create issues in Service Desk projects, they might do it through the Jira interface instead of through the Service Desk portal. It's easy to miss filling out the Request Type field if issues are created this way. The Request Type field is required in order for issues to be visible in the customer portal - and in the situation you mentioned where the right employee is listed as the reporter, they still won't be able to see it in the customer portal if that field is empty.

You can check to see if this is the case by looking at the field in the Jira interface. If it's listed as None as in this screenshot, adding the correct request type should get it patched up.

Shown in image: an issue is missing a value for the Request Type field and won't be displayed in the customer portal until a Request Type is set.

Cheers,
Daniel

[Paige Annunziato]

Hi Daniel,

Thank you so much for your specific and helpful answer here in explaining the service desk issue. Your help is greatly appreciated and saved me a lot of time!

Best,

Paige