Service Desk Portal Requests page doesn't load for some users

[Shane Doyle]

When hitting the Requests page within a service desk portal, the results will never load.

https://<jira_url>/servicedesk/customer/user/requests?page=1

This has been the case with several users, but not all. It also happens in multiple browsers.

We see this in the browser console: 

"Failed to load resource: /rest/servicedesk/1/customer/models:1 the server responded with a status of 500 ()"

A screenshot of the page not loading when changing the view from "Open requests" to "All Requests"

Any ideas on how to troubleshoot this or what is happening here?

[Italo Qualisoni [e-Core]]

Hi @Shane Doyle ,

Based on your issue description I was able to find the following KB, I recommend you to check the Diagnosis section to see if this might be your issue.

https://confluence.atlassian.com/jirakb/jira-service-desk-shows-500-error-on-requests-page-931234256.html

[Shane Doyle]

I saw this one as well, but the query provided didn't return anything on our system.