Account issues in Jira Service Management
Users have reported problems with being able to access tickets that they have raised when clicking on links in notification emails - more often than not this is caused by an unwittingly-created ‘portal only customer’ account.
Access the portal here
The easiest way to access your tickets is on your desktop:
This opens 2 tabs, one of which is ‘Requests’. In the profile icon dropdown, you can access your Approvals as a separate queue
TL,DR:
Always use the portal, don’t send an email.
Account Errors
When you send an email to it.helpdesk@phy.cam.ac.uk or any other email address which links to a Jira Service Management space in camjira, and the address you send from is not an Atlassian Account, it creates a very basic account which records your emailed ticket. This is a 'portal only account.
If you receive an email from a colleague using one of our service portals, it will look like this:
Use the ‘View in Portal’ links to access your ticket.
If you are unable to access the ticket, you may see a message like this:
This means that the account you are using is not the one you opened the ticket with. It’s likely that the ticket is owned by a different account to the one you’re logged in as. To check which account you’re signed in with, check your profile icon in the top right corner
Email Errors
Replying to tickets using the email is likely to be the cause of your problems
CC-ing people or shared mailboxes causes confusion
Always check your Junk or Spam folder if you’re not receiving expected email notifications!
If you reply using an email client - eg. you read an email in Outlook and click reply, the email will by default put your cursor where it needs to be. If you decide to open up the email thread and type below the line, it will not be received: