Issues cannot be seen on Costumer Portal probably due to missing "request type"

Question

About two weeks ago in my Service management project the request type of all older issues was deleted/hidden as can be seen on the screenshot 1. There was no change in the configuration of project, so I don’t know how this could happen. The request type of newer issues / tickets looks ok.

This is particularly a huge problem, because tickets without request type cannot be seen on the Costumer Portal.

The behaviour of the Jira project is really weird, because when I open the detail of the ticket, the request type is visible - screenshot 2.

Another problem is that I cannot change the request type of the tickets - a "No matches found. Create a new request type with the Submit a request or incident issue type." error message shows, which can be seen on screenshot 3.

Please can you help me how make the tickets visible on the Consumer Portal? Thanks.

tomas_kekenak · Answer

Hi @Walter Buggenhout thanks for your answer. I couldn’t find why the requests types were deleted, but I fixed it with Jira automation (I set the request type of all issues based on their issue type).

Walter Buggenhout · Answer

Hi @tomas_kekenak and welcome to the Community!

Request types are associated with issue types in your JSM project. What happens in your last screenshot, most likely means that only "submit a request or incident" is associated with the issuetype of that specific issue you used for that screenshot.

Assuming that your project is company managed, you should be able to check how request types are mapped to issue types in your project settings > request types.

It also looks as if one of your request types is for emails. These are even more specific, as the request type used when an email comes in and is converted into a JSM issue is defined in the setup of your project's email channels. You might also have a look at that.

Hope this helps!