User Issue Missing from My Request page in Customer Portal after issue is moved

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Problem

Issue Summary

When a user creates an issue in Service Management portal, the issue is usually found in {{My Request}} page. This should remain true even when an issue is moved to a different project, however if the issue cannot be found please keep reading:

When making the following actions...

  • Service Management Project created
  • Issue is raised in the project via customer portal.
  • New Service Management project created
  • Issue moved from project A to the new project

The issue that was raised would be missing from the My Request page in customer portal when the customer tries to view the issue.

Cause

The user does not belong to the Customer group in the new Service Management Project.

Resolution

Add the user to the customer group of the new Service Management project.

  • Go to Settings
  • People section and navigate to the customer page.
  • Add the user as a customer
Last modified on Nov 23, 2020

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