❓FAQ: My Requests Extension for Jira Service Management Cloud! 🚀

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Welcome to the FAQ guide for My Requests Extension for Jira Service Management (JSM) Cloud! 🚀

Are you using My Requests Extension for JSM Cloud and want to make the most of its capabilities? Look no further! We're here to provide clear and straightforward answers to your most pressing questions. 

Let's dive into some of the top questions users like you have asked about My Requests Extension and discover solutions to empower your JSM Cloud journey.

#1 FAQ: My Requests Extension page error

🔍 Problem: Why is the My Requests Extension page on the portal unavailable to users and displays an error?

💡 Solution: If you've encountered this error, it's likely due to the My Requests Extension app not having the necessary permissions to browse users and groups globally. To resolve this issue, follow these steps:

• Navigate to Jira Settings → System → Global permissions.
• Review the list of groups that have Browse users and groups rights.
• If you don't see the atlassian-addons-admin group on the list, grant them the required permission.
• Finally, head back to the My Requests Extension list on the portal and refresh the page. You should now have access as expected.

#2 FAQ: Missing tickets in "Open" filter

📑 Problem: Why can't I see all tickets in the "Open" filter? (Tickets with no category)

💡 Solution: In the most recent version of My Requests Extension for Jira Service Management, we've updated the logic behind the Open and Closed requests filter. Now, these filters align with the default behavior of the My requests list on the portal. In the previous version, both Open and Closed requests relied on the Resolution field, which caused inconsistencies. 

Please remember to publish the draft mode

My Requests Extension version 3.16.0 and since now, Open and Closed criteria show results based on status category instead of resolution. Precisely, Open requests filter all tickets that match statusCategory in (“Open”, “In Progress”), and Closed requests display those which statusCategory = “Done”.

Here's what you can do:

Add a category in the workflow section:
Project Settings → Workflows → Choose used workflow → Edit → Select the Status that is not appearing → Edit → Set category to In Progress

#3 FAQ: Data storage in My Requests Extension for JSM Cloud

📦 Problem: Does My Requests Extension for JSM Cloud store my data?

💡 Solution: My Requests Extension for Jira Service Management Cloud stores only configuration-related data, such as Requests page settings, field IDs, and User Scopes and Access restrictions. 

#4 FAQ: Replacing native panel

🤔 Problem: Is it possible to replace the native Request panel with an app view in My Requests Extension?

💡 Solution: Unfortunately, it's not currently possible. Due to technical limitations on Atlassian's side, we are unable to hide the native element as is the case in the Data Center (DC) version.

We hope this FAQ guide has shed light on your most pressing questions and empowered you to harness the full potential of My Requests Extension. 

Still have more questions or eager to share your My Requests Extension stories? Don't hesitate to dive into the comments section below. Let's keep the conversation going and help each other explore the full potential of My Requests Extension for JSM Cloud! 🌟

Remember, no question is too small, and no challenge is too big. Whether you're a seasoned Jira explorer or just dipping your toes in, we're here to make your journey as smooth as silk. 🚀