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  1. Jira Service Management Data Center
  2. JSDSERVER-836

When creating Service Desk requests for customers, setting them as reporters, customer is not notified and can’t be added as watcher

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Medium Medium
    • 2.1-OD-04, 2.1
    • None
    • Email - Outgoing
    • None

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

      Customers can create requests via the Service Desk Portal, which then generates as issue. However, when an agent or anyone with ‘Edit issues’ permission creates the issue for the customer and then sets the customer as reporter, the customer is not notified and cannot be added as watcher to the issue.

      Whenever is attempted to add the customer as watcher in this situation, this error is shown:

      It reads: “The user <user> does not have permission to view this issue. This user will not be added to the watch list.

      Steps to reproduce

      • Have JIRA and new Service Desk pricing 2.0
      • Create a Service Desk customer
      • Create an issue with a user that can edit the issues and access the project (for example, the admin)
        • To reproduce the bug, this issue can be created both click 'Create issue' in JIRA or in Service Desk Portal, but not by the customer him/herself.
      • Set the customer as the reporter (either on creation or after creating)
      • The user is not notified for the creation of the issue or any progress
      • Try to add the customer as a watcher to the issue
      • The error will occur

      Workarounds

      • No workarounds available yet.

        1. add_watcher_error.png
          add_watcher_error.png
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            [JSDSERVER-836] When creating Service Desk requests for customers, setting them as reporters, customer is not notified and can’t be added as watcher

            Dario B added a comment -

            james_edwards401561327: https://confluence.atlassian.com/display/SERVICEDESKCLOUD/Adding+request+participants

            Also, as written above:

            In 2.1-OD-04, we have released a feature that allows agents to raise issues on behalf of another customer.

            Dario B added a comment - james_edwards401561327 : https://confluence.atlassian.com/display/SERVICEDESKCLOUD/Adding+request+participants Also, as written above: In 2.1-OD-04, we have released a feature that allows agents to raise issues on behalf of another customer.

            James Edwards added a comment -

            Hi, has there been any progress with this? It would be extremely useful to raise tickets on behalf of customers and for them to be able to access those tickets. Thanks.

            James Edwards added a comment - Hi, has there been any progress with this? It would be extremely useful to raise tickets on behalf of customers and for them to be able to access those tickets. Thanks.

            CLAUDIO DELGADO added a comment -

            Some news about it?

            CLAUDIO DELGADO added a comment - Some news about it?

            Roman Fordinal added a comment -

            Missing this feature too, two persons are creating new issues via Service Desk, but one can't see issues of the second user of same account.
            Also what is the solution?

            Roman Fordinal added a comment - Missing this feature too, two persons are creating new issues via Service Desk, but one can't see issues of the second user of same account. Also what is the solution?

            Anund added a comment -

            There was a version numbering mistake on this issue. SD 2.0.4 does not contain this change.

            Anund added a comment - There was a version numbering mistake on this issue. SD 2.0.4 does not contain this change.

            Ed Zhang (Automation) added a comment -

            In 2.1-OD-04, we have released a feature that allows agents to raise issues on behalf of another customer. This means that you no longer need to edit the issue after the fact. Please read this for more information: https://confluence.atlassian.com/display/AOD/2014/10/23/Upcoming+Atlassian+OnDemand+upgrade+for+week+starting+on+26+October+2014#UpcomingAtlassianOnDemandupgradeforweekstartingon26October2014-JIRAServiceDesk2.1-OD-04

            Ed Zhang (Automation) added a comment - In 2.1-OD-04, we have released a feature that allows agents to raise issues on behalf of another customer. This means that you no longer need to edit the issue after the fact. Please read this for more information: https://confluence.atlassian.com/display/AOD/2014/10/23/Upcoming+Atlassian+OnDemand+upgrade+for+week+starting+on+26+October+2014#UpcomingAtlassianOnDemandupgradeforweekstartingon26October2014-JIRAServiceDesk2.1-OD-04

            McCann Birmingham added a comment -

            This is a really important feature in supporting our clients, if a client is away from the office but has been notified of an issue by a colleague, we would want to be able to create the issue for them but still have it visible to them in their own portal so they can track progress.

            McCann Birmingham added a comment - This is a really important feature in supporting our clients, if a client is away from the office but has been notified of an issue by a colleague, we would want to be able to create the issue for them but still have it visible to them in their own portal so they can track progress.

              Unassigned Unassigned
              jsilveira Jaime S
              Affected customers:
              2 This affects my team
              Watchers:
              11 Start watching this issue

                Created:
                Updated:
                Resolved: