Jira Service Management customer portal does not display request history correctly

Question

Hi,

One of our users is

experiencing an issue with the Jira Service Management Customer Portal.

The problem has been

present since the user first started using the portal. When opening the

Requests/History page, the request list is not displayed correctly. Instead of

showing the request details, summaries, and other information, only icons are

visible in the list.

The user can log in

successfully and access the portal, but the history view appears broken and

cannot be used properly.

Could this be

related to customer permissions, portal configuration, or a known Jira Service

Management Cloud issue?

Any advice or

troubleshooting recommendations would be greatly appreciated.

Thank you.

Lucija Maric · Accepted Answer

Hi @Szücs Róbert,

It sounds like the Summary column or other essential fields may be missing from the user's personal request list view. This could explain why they see only icons instead of the request details.

I'd suggest checking the list view settings:

* Log in to the customer portal and click Requests in the top-right corner, then select My requests.
* Click Edit list view at the top-right of the request table.
* Make sure Summary is selected. You can also add other columns, such as Status, Created date, or Service desk, if needed.
* Save your changes and check whether the request details are displayed correctly.

Hopefully, this resolves the issue! 🙂

Szücs Róbert · Accepted Answer

Thank you, our customer is happy now. He forgot to edit the view, but now it works.

Thank you again, have a nice day!