Customer unable to see the requests that hey logged on the portal

Good Day,

I am trying to understand why a customer can't see all their tickets in the portal. This has never worked.

The permissions are correct: Create and brows permissions.

Request Types has not been changed or deleted. 

The reporter field is not hidden

Is this a bug in JSD?

We are running: Jira v7.3.6 and Service Desk v3.4.2


Kind regards,


2 answers

1 accepted

1 votes
Susan Hauth Community Champion Aug 28, 2017


Is there any default security scheme that you are using for the JIRA service desk?

And when you look at a JIRA issue that was created in service desk you can see the customer request type?


Hi Susan,

There are no security settings 

Request type is visible yes

The requests are created in the Portal and not JIRA

Do you think it's time to conact Atlassian Support?



Susan Hauth Community Champion Aug 31, 2017

Hi Juan,

At this point I would say yes.



could Atlassian Support resolve your issue?

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