No issue after submitting request from Customer form

Question

I am attempting to configure Customer Service Management for testing purposes. I have defined a form and submitted a request using it (as a logged-in user previously defined as an Organization/Customer). Unfortunately, I cannot see the request—neither under "My requests" (as the logged-in user) nor in the workspace or any of the queues (when viewing as an administrator). Where should I look for the cause?

Josh · Answer

Hi Artur, to turn Arek's link into steps: when a CSM form submission produces nothing at all (nothing in My requests, nothing in queues), the request was usually rejected at creation. Check these in order:

* Where the form routes. Open your customer experience > Forms, open the form you used, and note its destination space and work type.
* Whether that work type exists in the space. In the destination space, go to Space settings > Work types (for company-managed spaces, check the space's work type scheme) and confirm the routed work type is there. If it isn't, that's CSM-199: creation fails with "Failed to validate issue" and nothing tells the submitter. The documented workaround is to point the form at a work type the space has, or add the work type to the space.
* What the create transition requires. Any validator on the workflow's Create transition, or a required field the form doesn't fill, makes creation fail the same silent way. CSM-153 describes this for ScriptRunner validators, but a native validator or required field would block it too. For a test, remove validators from the Create transition, or make sure the form includes every required field.
* Confirm it really wasn't created. As an admin, run project = <KEY> ORDER BY created DESC in search. Queues filter by status and work type, so a request can exist without showing in any queue.

If step 4 shows the work item exists but the customer can't see it, that's a different problem: look at who ended up as the reporter and at the customer access settings for that experience.

Arkadiusz Wroblewski · Answer

Hello @Artur Mucha

Please check this JAC

[CSM-199] CSM request-intake channels fail to create work items when the effective form routes to a work type not available in the destination space's work type scheme - Create and track feature requests for Atlassian products.

Best,

Arek🤠