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Cannot my request on service desk portal

Hi all,

On the customer portal, I cannot see my request. I'm a service desk admin and agent. This happens also to other regular users. When I click on "my request" it's loading for ever and some users reported an error message:

<message>key not found: 420</message>

Service desk self-hosted and version 4.0.0. I upgraded from 3.8.1 hopping this issue will be solved as it was discover at the same time the upgrade was planned.

Any ideas? I have read this could be for people who are not consuming a license but it is not my case.


1 answer

0 votes
Taranjeet Singh Community Leader May 03, 2019

@PaulaA Please check this KB article and see if you are experiencing the same issue and try if the resolution mentioned here resolves your issue:

Taranjeet Singh Community Leader May 06, 2019

@PaulaA Did the above answer help resolving your issue ?

Hi @Taranjeet Singh 

Thank you but this didn't work. I have a test system with old data and there works. I run the query in both prod and test and the result is the same, I have two request types with no fields.

To avoid some other issues, we hide from the portal some request types so people can assign later on Jira and then agents can edit the issues when needed. Could this cause the issue? It's the only difference that I can think of.


Taranjeet Singh Community Leader May 07, 2019

@PaulaA I would still suggest to follow the resolution suggested in the above KB article in your Production instance, to see if it resolves the issue.


Regarding the request types that you are hiding from portal and are only available for agents, I don't think those could be the cause of this issue. 

hi @Taranjeet Singh 

I cannot edit the fields following the documentation. I'm on the request type menu, edit field shows an error: Field does not belong to the Request Type.

Sorry, i cannot paste a screenshot

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