Loading...

XML

Word

Printable

Details

Type: Bug
Resolution: Fixed
Priority: Low
Fix Version/s: 2.0-OD-04, 2.0
Affects Version/s: 1.0, 1.2.6
Component/s: Customer Portal
Labels:

Bug Fix Policy:
View Atlassian Server bug fix policy

Description

NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

Cases

Case 1: register for another user/customer

Some customers call our service desk staff directly, hence, the backoffice JIRA user will register the issue for the customer contact (on the phone).

Case 2: registered issues via JIRA project mail handler

Customers submit an issue report via email to the registered servicedesk project mail ID.
JIRA picks up this mail & converts into issue correctly.

Problem: Customer portal view does not show these issues.

What determines the visibility of issues in the Customer portal view on the service desk?

possible workaround: we can set the necessary values after issue creation
For some customers, we have multiple support contacts. These contacts should be able to see each other's issues.

Attachments

Issue Links

is duplicated by

JSDSERVER-126 As a JIRA user, creating an issue by email does not later show up on My Portal

Closed

JSDSERVER-131 Service Desk email format/links on issues created from email vs. customer portal

Closed

JSDSERVER-129 Allow all requests to be seen by the user

Closed

JSDSERVER-276 Open Issue from Email

Closed

is related to

JSDSERVER-324 Confluence KB connectivity fails on Service Desk 1.2

Closed

JSDSERVER-24 As a service desk customer, I would like to have the ability to have an "email based" workflow for the users that don't want to go to the portal

Closed

JSDSERVER-42 Allow "Customer Request Type" to be manually edited

Closed

JSDSERVER-51 As an agent I would like to raise a request through the Customer Portal on behalf of a customer

Closed

JSDSERVER-55 Issues created before Service Desk will not show in the user's portal

Closed

relates to

JSDCLOUD-38 As an admin I want Service Desk to recognise issues created by Mail Handlers and through the standard Create Issue

Closed

JSDSERVER-125 Users creating issues through JIRA UI rather than SD do not get SLA value correctly applied

Closed

JSDSERVER-830 Issues created through JIRA do not appear under 'My Requests' in Service Desk

Closed

DESK-788 Loading...

links to

Service Desk email format/links on issues created from email vs. customer portal

mentioned in: Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...

(4 is related to, 4 relates to, 1 links to, 8 mentioned in)

Activity

People

Assignee:: Unassigned

Reporter:: BenP

Votes:: 132 Vote for this issue

Watchers:: 111 Start watching this issue

Dates

Created:: 10/Oct/2013 8:48 AM

Updated:: 27/Mar/2019 5:47 AM

Resolved:: 14/Sep/2014 11:57 PM