Customers/Request Participants can't see issue in Service Portal

Question

We are running into intermittent issue where service portal customers are unable to see issues in the service portal for created by me, request participants and organization. It seems like the common denominator is that the issues were uploaded from our previous service desk solution ManageEngine+.

Has anyone experienced this issue? It does not seem to impact issues created from the portal from scratch and is not all issues from upload. If anyone has troubleshooting tips, I'd love to hear.

We have already looked at Notifications Helper and Permissions Helper tools, but no clear root causes are bubbling up.

Thank you in advance!

Trudy P Claspill · Answer

Hello @Lori Harris

In order to be visible in the Portal the issues must have the Request Type field set. Have you checked that field for the non-visible issues?

Lori Harris · Answer

PS:  When we try cloning original issues, it doesn't seem to update functionality. User reports can't see the new clone either and no notifications received.