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I created an automation that created a ticket from a Jira project TO a Jira Service Management Pro

Chris Wiggins_5sc4z0

I created an automation that created a ticket from a Jira project to a Jira Service Management Project. We (my internal team) can see the newly created ticket but our customer can not. I have tried adding their organization to the organization field, making them the Reporter and verified that the issue type exists within the JSM, but none of these will allow our customer to see the newly created tickets. Any suggestions?

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Trudy P Claspill

Hello @Chris Wiggins

Welcome to the Atlassian community.

Did the Request Type field get set in the JSM issue when you created it through automation? A JSM issue must have a Request Type value to be visible in the customer portal.

Chris Wiggins_5sc4z0

Yes, I used an existing Request type that is currently visible to our customer when creating the ticket(s). For example, the following is currently visible by our customer: [System] Incident and I used the same value when creating the new tickets.

Trudy P Claspill

How did you set the Request Type field in your Automation? That typically has to be done with the Edit Request Type action.

Can you show us the Automation rule?

Chris Wiggins_5sc4z0

Screenshot 2023-10-10 160121.png

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