nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Request Type Not Showing on Portal

Brian Ventura_v3nmw3

Currently using Jira Service Management on Prem (Datacenter) 10.3.5. We had a project that was converted from Business to Service. After that project was converted the Request Type was no longer visible on the portal. I have check screen and field settings/schemes, and some of the other basics but still not showing on the portal.

Accepted answers

Trudy P Claspill

Hello @Brian Ventura

Can you provide a screen image showing the configuration page for Project Settings > Request Types?

On that page are the Portal Groups you set up for Request Types and a section for Request Types that are Hidden from the Portal. Do you have any Request Types in the Portal Groups that are not in the Hidden from Portal section?

All comments

Trudy P Claspill

Hello @Brian Ventura

Can you provide a screen image showing the configuration page for Project Settings > Request Types?

Brian Ventura_v3nmw3

Screenshot 2026-03-05 113114.jpg Screenshot 2026-03-05 113042.jpg

Brian Ventura_v3nmw3

Screenshot 2026-03-05 113114.jpg Screenshot 2026-03-05 113042.jpg

Brian Ventura_v3nmw3

@Trudy P Claspill Please see above reply. Thank you.

Rik de Valk (Brainboss)

Hi @Brian Ventura

Looking at your screenshot, the request type doesn't have any restrictions. So any user (customer) with the right permissions should be able to see the request on the portal for this Service project.

So it must be something about the generic customer permission settings for this service project. Can customers access this project's portal at all?

You can read about managing access to a service project here: https://confluence.atlassian.com/servicemanagementserver/managing-access-to-your-service-project-939926273.html

Have a nice day!

Rik

Brian Ventura_v3nmw3

Hi @Rik de Valk _Brainboss_,

The project create screen will pop up on the portal when I click on the elipses on the right and then click on view in portal. Ho Screenshot 2026-03-05 121321.jpg Screenshot 2026-03-05 121236.jpg wever, the button for the request type is not showing on this screen.

Benjamin_tmh9yg

HI @Brian Ventura ,

From all the screenshots you've shown, everything looks ok. Wondering if there's some kind of weird quirk going on. Are you able to just create another request type and mapped the ERP issue type to it and see it on the portal. If so, then keep it and delete the old one. Very seldom but when things seems to go awry, I would recreate and that usually helps.

Also, before doing this, try logging in incognito just to make sure there is nothing strange going in your cache that's causing this issue.

Hope this helps.

-Ben

Trudy P Claspill

Hello Brian,

Looking at the additional screen image and reply you provided to @Rik de Valk _Brainboss_ you said there is not a button for the Request Type. However, as there is only one Request Type available it appears from your screen that the portal is opening the Create screen automatically for creating that type of request.

Screenshot 2026-03-05 at 10.23.18 AM.png

I think if you had more than one request type in the group then you would see buttons to select which one you want.

Brian Ventura_v3nmw3

@Benjamin If I create a brand new project, it will show on the portal. As I mentioned this project type was switched from Business to Service. It was showing until that switch was made on the project type. It seems like this is the cause of the problem.

Carla Ann Rowland

@Brian Ventura Did you check the permissions for the fields to be shown? I know my co-champions referred to you to the documentation but this is a conversion.

Carla Ann Rowland

when you convert from business to JSM you have to make sure all the issue types are allowed to be visible on the portal and that your users have browser permissions.. I will look for my admin manual (moved and have to find it) I will post more info later if you have not resolved this.

Ajay _view26_

Hi @Brian Ventura

Because this project was converted from Business to Service, this looks like a request-type mapping artifact more than a basic permission issue.

I’d test in this order:
1) Project settings -> Request types: confirm it is in a visible Portal group and not in Hidden.
2) Customer permissions: confirm customers can raise requests.
3) Create a brand-new request type mapped to the same issue type and add it to the same portal group.
4) Test from a customer account in incognito.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira-service-management

jira-service-desk-data-center

jira-service-management-data-center