What has changed for portal users?
Requests are now called Work Orders throughout the portal.
Portal users can no longer create work orders. They create tickets instead.
On the asset detail page, Create Request is now Create Ticket.
The portal setting is now Enable Ticket Creation: Allow portal members to create tickets.
External chat has moved from work orders to tickets. Tickets were created automatically for existing work orders that had external chat messages.
How do portal users create a ticket?
Go to Tickets in the portal and click Create Ticket.
Enter a Ticket Title and a Message. The message becomes the first chat message.
Select a Ticket Type.
Optionally select one or more Assets.
Fill in any custom fields and attach parts, if configured, for the ticket type.
Parts can only be added once an asset is selected, and only when the ticket is created. They cannot be added or removed afterwards.
What do portal users see on a ticket?
Tickets are split into Open Tickets and Closed Tickets tabs.
The Chat tab is where they talk to your team. Portal users cannot mention anyone in chat.
The sidebar shows Status, Assignee, Ticket ID, Created At, Created By, Assets, linked Work Orders and external custom fields. It is read only.
Only external work orders appear on the ticket. External work orders linked to an internal ticket still appear in the Work Orders section on their own.
What can portal users do on work orders?
Work orders are split into Open Work Orders and Closed Work Orders tabs.
Work orders are read only. Portal users can only use Chat, and only on open work orders.
Portal users cannot edit custom fields or parts on work orders.
What notifications do portal users get?
The existing notification settings for status updates, custom field updates, created and closed now cover tickets as well as work orders.
Chat Updates applies to both tickets and work orders.
Existing notification preferences have been kept.