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How to add a customer to a Jira Service Management issue that was not created in Customer Portal

Frédéric Batteux

Hello community !

I have moved in JIRA some issues from an old JIRA project to a new JSM project.

And now I have this weird situation: the tickets I have moved don't have the "View request in portal" link as they have not been created through the Customer Portal.

Some of these tickets were linked to colleagues that do not have anymore access to the JIRA solution as they moved to another department. So they don't receive anymore the updates on the tickets.

I have created a 'Customer' access for all these colleagues hoping I could continue exchanging with them using the Customer Portal, but I can't find a way to link the ticket to their Customer access...

Does anyone have an idea of how I could link these tickets to their Customer Access without the 'View request in portal' link ?

Accepted answers

Manoj Kumar Gangwar

Hi @Frédéric Batteux Welcome to the community!

I suggest you that update the Request Type on the issue by choosing the existing request types or create a new request type and link it with the issues.
You can perform the bulk update to update the Request Type after updating you can view the issues on the customer portal.

All comments

Manoj Kumar Gangwar

Hi @Frédéric Batteux Welcome to the community!

Frédéric Batteux

Thanks a lot @Manoj Kumar Gangwar for your answer.

Unfortunately I can't update the request type on the issue one by one... the Request type field remains empty.
Screenshot 2025-01-02 at 16.28.17.png

And when I try to bulk change this value, the field is not proposed in the bulk change screen.

Manoj Kumar Gangwar

It is not showing any request types so first you have to create the request types then you will see the drop-down list.

Go to the project settings>Request Management>Request Types> Create a new request type by selecting the same issue type.

Frédéric Batteux

I checked Request Type config and I can't see any reason why it's not proposed in the drop-down when editing the issue

Screenshot 2025-01-02 at 16.36.39.png

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