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Unable to see Requests in jira service management requests portal

jira_admin_cu

Hi Team,

We are not seeing any open or closed tickets in jira service management customer requests. We are jsm 5.6.0 version. I have checked Security schemes, resolution everything. Everything is good. Please find the attached screenshot for your reference.

Accepted answers

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Kristján Geir Mathiesen

Hi @jira_admin_cu

Can you see the ticket on the Jira side (not the Portal) that this Customer has created in the Portal?

Does this particular Customer have access to the JSM project in question?

Has this particular Customer created a ticket in the Portal?

HTH,
KGM

jira_admin_cu

Hi @Kristján Geir Mathiesen ,

Yes we can see the ticket in jira side, not in portal requests. Yes I am admin of the jira, I have access to all projects, and also same for all users.

Yes, I created ticket in the portal.

Kristján Geir Mathiesen

Hi again @jira_admin_cu

Thanks for the answers.

So you, as a Customer, user created the ticket and you can see it on Jira side but no on the Portal side. And there is no Issue Security on the ticket. And you are for sure logged into the Portal as the same Customer user as created the aforementioned ticket?

Is your Customer user in the Role "Service Desk Customers" on the said Project?

Does your Permission Scheme give "Service Project Customer - Portal Access" permission to Browse the Project?

HTH,
KGM

Florian Bonniec

Hi @jira_admin_cu

Can you confirmed that each issues you are expecting to see on the portal has a value for Customer Request Type field ?

Sometimes it happen when someone delete the request type on the portal.

Regards

jira_admin_cu

Hi @Kristján Geir Mathiesen ,

Yes, we have all. Users were added to "Service Desk Customers" in the project role, and "Service Project Customer - Portal Access" permission to Browse the Project.

jira_admin_cu

Hi @Florian Bonniec ,

Yes, my requests has Request type, the value is password reset.

Florian Bonniec

Are you able to create new request from this type in the portal and see them ?

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