Problem with Customer Portal and API

Question

Hello everyone, I am experiencing a rare error: when I create an issue in Jira Service Managment associated to a customer, this issue does not appear in his portal nor is he notified via email. What is the reason for this? It is of utmost importance since the issue ingestion process is handled 100% via api. Thank you very much!

Santiago Fernández_o39uxb · Answer

Hi Joseph, how are you? This works, but only if you manually set the Request Type from the Jira Console. I tried to set the RT via the API, but I couldn't. I also created a rule to automatically set the RT, but it didn’t work either.

Joseph Chung Yin · Answer

@Santiago Fernández -

Welcome to the community.  One thing you can check is if the issue created via REST APIs has the proper Request Type association.  If not, then it will not be visible in Portal UI.

Please provide more detailed information on your issue, so we can assist further.

Best, Joseph Chung Yin