Why do I only see tickets i have raised on the customer portal? Can i see other tickets ?

[NTNT]

Anyone who can give me an overview of the functionality of the Customer Portal would be greatly appreciated. Thanks Again

[Alex Koxaras -Relational- · Accepted solution]

Hi @NTNT 

You can only see the ticket you raised, because none have shared any other ticket with you or the organization you belong to. Please read more here https://support.atlassian.com/jira-service-management-cloud/docs/edit-and-share-issues/

[Alex Koxaras -Relational-]

Aaand this one https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/

[NTNT]

Thanks for your response @Alex Koxaras -Relational- Alex, really appreciated.  One quick question in particular, If a ticket has been closed for instance, why do i only see closed tickets in the 'Open Requests' tab ? Can this be re-configured

Screenshots Below

[Alex Koxaras -Relational-]

@NTNT 

You are just seeing ticket on a status named "Closed" or "Cancelled". These two statuses are NOT of "Done" category (green color), but rather than a "In Progress" category (blue color).

This means that for the above statuses you should edit their category to "Done" and in addition you have to add a post function to the respective workflows to set a resolution! This is how Jira think of "closed" issues. By setting a resolution.

[NTNT]

Thanks @Alex Koxaras -Relational- .  If I should only be able to see tickets I (myself) have raised, what should / could I see under the "Created By Anyone" tab? 

Thanks again Alex for your help, it's cleared a lot up

[Alex Koxaras -Relational-]

If a ticket that someone else had raised was shared with you, then this ticket would be also visible there.

If you had organizations within your JSM project and you had the default option to share any ticket with the customer's organization, then these tickets would also be visible there.