Request Type Not Showing on Portal

[Brian Ventura]

Currently using Jira Service Management on Prem (Datacenter) 10.3.5. We had a project that was converted from Business to Service. After that project was converted the Request Type was no longer visible on the portal. I have check screen and field settings/schemes, and some of the other basics but still not showing on the portal. 

[Trudy Claspill]

Hello @Brian Ventura 

Can you provide a screen image showing the configuration page for Project Settings > Request Types?

On that page are the Portal Groups you set up for Request Types and a section for Request Types that are Hidden from the Portal. Do you have any Request Types in the Portal Groups that are not in the Hidden from Portal section?

[Brian Ventura]

[Brian Ventura]

@Trudy Claspill Please see above reply. Thank you.

[Trudy Claspill]

Hello Brian,

Looking at the additional screen image and reply you provided to @Rik de Valk _Brainboss_ you said there is not a button for the Request Type. However, as there is only one Request Type available it appears from your screen that the portal is opening the Create screen automatically for creating that type of request.

I think if you had more than one request type in the group then you would see buttons to select which one you want.

[Brian Ventura]

@Trudy Claspill I opened this from Project Settings > Request Type and then clicked on the elipses next to the ERP project and clicked View Portal. This does not open automatically in the portal. When anyone goes thougth the portal they see this with no Request Type to click to submit an incident.

[Brian Ventura]

@Rik de Valk _Brainboss_ When customers come through the portal they see the above image.

[Trudy Claspill]

If you go to the project (not Project Settings) and click the Customer Channels option you should see the URL for the portal and a link for Visit the portal. What do you see if you click that link?

What URL are the customers seeing when they have that screen displayed? Is it the same URL from the above or a different URL?

That looks like they might be looking at the My Requests page rather than the page for creating a request.

[Brian Ventura]

When I go to the throught the Customer Channel the URL is different then when I click on the elipses and click Visit Portal. Partial link from visit portal: "/plugins/servlet/desk/portal/54/create/569 the customer channel does not have "/create/569". We are using Refined to help manage the portal. And this is the datecenter version. Thank you for your help.

[Trudy Claspill]

I must have missed the part where you said you were using Refined to present the customer portal rather than the native JSM UI.

Do you have automatic redirection set up so that when somebody uses a native JSM customer portal link they are automatically redirected to the location in the Refined site?

In Refined Administration have you set any restrictions on who can access the Refined site?

[Benjamin]

HI @Brian Ventura ,

From all the screenshots you've shown, everything looks ok. Wondering if there's some kind of weird quirk going on. Are you able to just create another request type and mapped the ERP issue type to it and see it on the portal. If so, then keep it and delete the old one. Very seldom but when things seems to go awry, I would recreate and that usually helps.

Also, before doing this, try logging in incognito just to make sure there is nothing strange going in your cache that's causing this issue. 

Hope this helps.

-Ben

[Rik de Valk _Brainboss_]

Hi @Brian Ventura

Looking at your screenshot, the request type doesn't have any restrictions. So any user (customer) with the right permissions should be able to see the request on the portal for this Service project. 

So it must be something about the generic customer permission settings for this service project. Can customers access this project's portal at all? 

You can read about managing access to a service project here: https://confluence.atlassian.com/servicemanagementserver/managing-access-to-your-service-project-939926273.html 

Have a nice day!

Rik

[Brian Ventura]

Hi @Rik de Valk _Brainboss_,

The project create screen will pop up on the portal when I click on the elipses on the right and then click on view in portal. However, the button for the request type is not showing on this screen. 

[Brian Ventura]