Error "Could not determine project or issue type id"

[Nina Zolotova]

Hello. When our customers writing request via Jira Service Desk portal, they see an error message.

What can cause it?

Thank you.

[Nina Zolotova · Accepted solution]

Now I get the answer - error happened because of plugin Issue Picker for Jira. I turned it off and error message disappeared.

[Валентина Афанасьева]

You should upgrade the Issue Picker plugin to version 7.2.7.2 and do a full reindexing. And this bug will disappear. 

[Moses Thomas]

@Daniel HolzYou will  need to  check whether some addon's  are causing this issue.  have you  recently  installed some new plugins, if yes  then  you may  need to  disable to  verify whether or not they  are causing  this error.

Best regards,

Moses

[Daniel Holz]

I observe the same issue. The message appears for a lot of request types, but not for all. And it is different on TEST and PROD which request types are concerned. 

[Nina Zolotova]

Is Issue Picker plugin installed on your JIRA instance? In my case this plugin caused the problem and after its uninstalling error messages disappeared.

[Moses Thomas]

@Yuriy LozhkinThis  error has been  fixed by  disabling   the plugin Issue Picker for Jira  in her own  case ,   do  you  have  the same  case ?

[Nina Zolotova]

Still have this problem. I tried to create new Service Desk projects containing different issue types and this error message now appears in every project.

[Moses Thomas]

@Nina ZolotovaDo  you  have license up too 10 users, if   yes  the create a ticket  in  atlassian  support  here https://support.atlassian.com/contact/#/

best!

[Yuriy Lozhkin]

@Nina Zolotova Hi! Did you fix this error?

[Nina Zolotova]

I had re-indexed project and all system, but it didn't help. 

[Moses Thomas]

@Nina Zolotova  If you  have license for up to 10 users  you  may  want to  contact  atlassian  support on this one.

best!

[Moses Thomas]

@Nina ZolotovaAre you  able to  create requests  without errors ?

Best!

[Nina Zolotova]

Yes, I am. Actually, no problems with request creating.

But customers see this error message and think that portal doesn't work.

[Moses Thomas]

@Nina ZolotovaIt  probably  could be issue with  permission,  please check  permission  scheme of  you  service desk  project  whether or not service desk  customers  have permission  to  create issues in  Service Desk Customer - Portal.

Best!

[Nina Zolotova]

I checked it, they have permission to create issues, they can create tickets without any problem. But they think they cannot because of this error message.

[Moses Thomas]

@Nina ZolotovaI could suggest another thing  to  do

• Perform   project re-index if nothing  change
• Perform full  system(re -index back-ground, preferred) this could eventually  fix issue. Note this could take time depending on  how large is your Jira SD instance.

Best!.

[Jack Brickey]

agree w/ @Moses Thomas on the re-index.