When I, as an Agent, raise a Service Desk request on behalf of a customer, and then the customer che

[Matthew Gaffney]

When I, as an Agent, raise a Service Desk request on behalf of a customer, and then the customer checks the portal, they are not able to see those requests, but the "reported by" field on the Agent's view shows the customer's name.

[Jack Brickey · Accepted solution]

Pulling out the key to the final solution from the longer thread here.

if you wish to have your agents use the applications “create” issue button rather than the “raise a request” link in the sidebar please be sure they set the “Request Type” in addition to setting the Reporter to the customer. Without doing so the customer will not receive notifications.

[Matthew Gaffney]

Thanks!

[Jack Brickey]

so you are saying that when you created the ticket you use the link in the sidebar "raise a request" and then you change the reporter in the subsequent screen for "raise on behalf of"? As shown below? That should work I think.

[Matthew Gaffney]

Yes, and no. We want to be able to raise a request on behalf of someone like you illustrated, OR to use the Create button within the agent view to create an issue on behalf of someone.

But once the the issue is created without sharing the issue to the "reporter" there is no way for our end users to see the incident or issue I created on their behalf. Unless we are missing something? 

Thank you!

[Jack Brickey]

well there are some things that happen when creating from portal or "raise request" that don't (or may not depending on config) happen when using the Create. I will try to get you there but it really will depend on your config.

First let's try this...

Try creating an issue using the Create and be sure to set the reporter to customer AND set the Request Type. This last point is a must.

Test it out and if that solves it for you then your agents must remember to do that or make it a condition in workflow. if the later be sure to test that it doesn't break the portal/email creation, etc.

[Matthew Gaffney]

Yes, we've done that before as well. We are also discussing adding an automation to populate that request type field anytime the creator != reporter.

If the requester isn't also a member of the "requested participant" field they aren't able to see that request, even when using the "created by everyone" 

In our testing we've only seen it possible where someone was either the "creator" or a "requested participant" to see the issue on the customer portal under my requests.

Our goal is to allow for all users to see any issue created on their behalf, without having to add everyone as a reported requester on their own incidents. 

[Jack Brickey]

one thing on the automation. keep in mind that the request type needs to map to the issue type.

good luck on getting it all set up!!

[Matthew Gaffney]

Day 3 of testing and we figured out that we had too many hands in the pot, and were testing too many things at once. 

While we had saw we needed a request type and @Jack Brickey also confirmed this for us, we made some organizational changes that messed with our test. 

@Jack Brickey if you want to propose an answer that includes your comment about "AND set the Request Type. This last point is a must." Hopefully other new to Atlassian folks will find our struggles and learn from our mistakes. 

Now we are building rules and automation to take into account your last comment "request type needs to map to the issue type."

Thanks again!