CSM: API-created requests still invisible in Help Center "My requests" (CSM-33?) — need a verified w

[Katy de Bruijne]

Hi all,

We run a Customer Service Management (CSM) project (Jira Service Management, projectTypeKey customer_service) and are hitting a visibility issue that survives every configuration check we can find.

Setup: organization correctly added under Customer access (Access tab), Sharing set to "Requests from their organization", customer is the sole active member of that organization, no Security Level on the issue, correct Request Type set.

Test we ran: we created a brand new request via the proper endpoint, POST /rest/servicedeskapi/request, with serviceDeskId, requestTypeId, and raiseOnBehalfOf set to the customer's accountId. Response was 201 Created, reporter correctly returned as accountType "customer", and GET /rest/servicedeskapi/request/{id} returns 200 with a fully resolved request. The customer even received the usual email notification for a new request.

Despite all that, the request does not appear in that customer's "My requests" list on the Help Center — not under "All", "Created by me", or "Shared with my organisation".

We suspect this is related to CSM-33 ("Requests created in Jira/via API don't appear in the Help Center"), since the symptom matches, but we haven't been able to independently verify the exact mechanism or a working fix — we tried a suggested "raise" endpoint (helpcenter/{id}/issue/{key}/raise) in a few variations and it 404'd for us.

Has anyone actually hit this and found a confirmed, working fix or workaround (ideally with a concrete example), rather than just field edits (Request Type / Organization) after the fact, which don't seem to be enough? Also curious whether anyone has visibility into CSM-33's actual timeline.

Thanks!