Custom Icons for Request Types Not Appearing for Customers

[Maia M]

Hi, I have a JSM project with many custom icons for the request types. However, I've found that they do not appear for customers without a JSM license. Only requests with icons automatically provided by Jira are visible for them, such as the Offboarding request. Most look like the General HR Question request to them. Those with a JSM license see the custom icons as intended. 

When I have them open the image in a new tab, they get a message "You do not have permission to view the avatar."

I tried to find documentation on where this restriction or permission would be set but can't find any. I would really appreciate any assistance, thank you.

[Joshua Lipp]

Did you get a fix for this? We have a user facing this same issue. 

[Joshua Lipp]

I was able to resolve this. The projects I created copied the settings from an existing project. The request types copied over with the icons; however, I had to remove the icons and re-add them for each type in order for these to appear for customers on the portal and fix the error. 

[Maia M]

Glad to hear. We did not fix this, I gave up and use the out of the box icons. I also copied the project from another but I made the icons custom for the new, copied project, and that's when I was made aware of the issue. For now, the out of the box icons are sufficient, but if I run out of appropriate ones or if I have time, I can try again with your solution. Perhaps there's been an update since I ran into this issue.

[Mohanraj Thangamuthu]

Hello, Good day. Please move this query to our JSM community forum : https://community.atlassian.com/t5/Jira-Service-Management/qa-p/jira-service-desk-questions