Bhaargavi Natarajan Atlassian Team

@Nikola Perisic Thanks for the welcome :) but you mentioned the incorrect person. @Bhavini Kapadia is the reporter - pls check it out Bhavini!

The screenshot referred to, has not attached completely or is not available for review. Can you please provide the error screenshot of what customers see?

Hi everyone The issue is related to an ongoing incident and our team is working on fixing it at the moment. Please find further details and a link where you can also subscribe to updates below: * https://jira-service-management.status.atlassian.com/incidents/gwhxb9g7cs0p Workaround: Users can navigate to the All tab and…

Hi @Denis Lauzon Thank you for reaching out to the Atlassian Community! From the screenshot, it appears the Request Type is not populated. Please refer to the following document which explains the reason behind this: * Known problems with viewing requests on the customer portal - request is not visible Regards Bhaargavi

Hi @EB Thank you for reaching out to the Atlassian Community! By design, the entitlement fields you create are common to all products and thus are associated with all products that you create and set up as well. You can choose to not fill out certain entitlement fields for certain products and/or not show them on the issue…

Hello @Ian Walker Thank you for reaching out to Atlassian Community! This is most likely caused by the Resolution field not being set for these issues. Jira considers that the lifecycle of an issue has come to an end when the "Resolution" field has a value. This document may be helpful in providing you with the steps to…

https://community.atlassian.com/t5/Jira-Service-Management-articles/Managing-customers-and-organizations-on-Jira-Service-Management/ba-p/2677857#M4206 this feature is available now!

@Gemma we have a new feature request related to the request type templates feature: Allow project admins the ability to create request types from templates

The issue you are facing is being caused by a bug that has been recently reported at: * Inline attachments don't appear in the portal To work around this problem, you can follow the steps provided in the Workaround Section: If the agent adds the attachment using the attachment button or adds it to a new line, it will show…

@Lori Milam - please add your feedback to the Feature request to improve its visibility and to request for an update!!

https://confluence.atlassian.com/jirakb/request-types-that-are-hidden-from-portal-are-appearing-in-the-portal-1224769967.html

@Megan - apologies for the delay; yes - the ticket created from the agent view using a hidden request type can be viewed by the customer if they have access to it in the portal. (added as RP or reporter) 

@Coline Laprade When a request type is hidden from the portal, it means that customers would not be able to create new tickets using that specific request type. So such hidden request types would not be shown in the 'What can we help you with?' section. However users would be able to view such hidden request types as…

https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/#Customer-sharing Usually this issue is related to customer sharing permissions. Please check this.

https://developer.atlassian.com/cloud/jira/platform/rest/v2/api-group-issue-priorities/#api-rest-api-2-priority-search-get

Hi @Mickaël ORSOLINO I think you are running into the behavior described here: https://jira.atlassian.com/browse/JSDCLOUD-11422

Hi @Kim Sauder - I believe the solution is discussed here and it may be helpful https://community.atlassian.com/t5/Jira-Service-Management/Cloning-the-service-request-task-to-another-project/qaq-p/2223357

I think the solution you are looking for, is discussed here: https://confluence.atlassian.com/jirakb/how-to-sync-comments-from-jira-software-and-service-management-tickets-1167831058.html This comes from this article which discusses collaboration between teams:…

Refer to this article: https://community.atlassian.com/t5/Jira-Service-Management-articles/The-remaining-approvers-lose-access-when-the-ticket-is-approved/ba-p/2113646 Feature request that tracks this change: https://jira.atlassian.com/browse/JSDCLOUD-11422

This is being tracked in the feature request below: https://jira.atlassian.com/browse/JSDCLOUD-11728

I have found that this happens due to SLA indexing issues. Due to the configuration updates, the SLA may be indexing and sometimes it is very slow and depending on the number of tickets to update, it may take quite a while. Until the indexing is complete, the SLA on the queue is displayed with the !error/warning.