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When I (Admin) create a Jira ticket for client (specific project), client can't see the content

Steven Bortels

Dear,

When I (an admin in Jira Service Desk) create a ticket for our client (which has a specific project), our client can't see the content of the ticket.

This a print screen of the screen which our client sees when opening the ticket:

print screen visibility client ticket made by SD.PNG

- The creator is an admin

- The organization is CLIENT

- The project is CLIENT Service Desk

This is a print screen of the screen which I (Admin) see on Jira Service Desk:

print screen visibility client ticket from Service Desk side_3.png

The ticket type is 'Incident', which falls under 'Remedial Maintenance', yet it is not possible to select a Request type:

Request type_No match.PNG

In the second print screen, you can see that it says 'No match' next to Request type.

Could this be the reason?

Could you please analyse this and help?

Thank you in advance!

Accepted answers

Raynard Rhodes

Yep, if there is not a request type then the customer cannot view it from the portal. Just add whatever request type under that issue type then you'll be good to go...or change the issue type to one with a request type

Steven Bortels

Thank you for your feedback!

There are 3 options for Request type in the drop-down:

1) Remedial Maintenance

2) Request a new account

3) General Support

We should be able to select 'Remedial Maintenance', yet we receive the following message:

"This request type is not applicable for current issue type" (see third print screen above)

The issue type 'Incident' falls under the request type 'Remedial Maintenance'.

How can we make sure that we can select 'Remedial Maintenance in the drop-down?

Thanks in advance for your feedback!

All comments

Raynard Rhodes

Steven Bortels

Thank you for your feedback!

There are 3 options for Request type in the drop-down:

1) Remedial Maintenance

2) Request a new account

3) General Support

We should be able to select 'Remedial Maintenance', yet we receive the following message:

"This request type is not applicable for current issue type" (see third print screen above)

The issue type 'Incident' falls under the request type 'Remedial Maintenance'.

How can we make sure that we can select 'Remedial Maintenance in the drop-down?

Thanks in advance for your feedback!

Raynard Rhodes

You may wan to check this link out https://confluence.atlassian.com/servicedeskcloud/configuring-request-types-and-workflows-732528910.html

But in quick, if you go to Project Settings > Request Type, each request type has an Issue Type it's associated with.

In this location, you can also see what Issue Type has "Remedial Maintainance" request type.

Steven Bortels

Thanks for the feedback!

I have navigated to Project Settings > Request Types

Is is possible to add a second and third Issue type to a Request type?

E.g.

Request type: Remedial Maintenance:

Remedial Maintenance
Incident
Problem

Request types.PNG

Thank you in advance for your help!

Raynard Rhodes

Yep, just make another one with the same name but change the issue type. It may get difficult to track which is which but do-able.