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Why do some issues not show in the JIRA Service Desk?

Evan Navarro Feb 24, 2014

Hello,

My company has a hosted version of JIRA (JIRA OnDemand), as well as Atlassian's reletively new application; JIRA Service Desk. It has been a great addition to our portal, and has helped greatly for clients.

Background Information: I have a group set up called "Clients", with the JIRA Permission: JIRA Users. Allowing those in this group to log in, as if they were a User, but preventing them from viewing a good amount of projects we have available to regular users within our JIRA. The kicker is that there are heavy restrictions added to this Clients group, leaving those in this group to exclusively view a project I've designed for external tickets. This external help desk has the Service Desk feature added to the project, which hosts all ticket handling for our clients, etc.


Now within this project there are additional custom schemes to help retain a client's privacy with issues. Such as a custom issue security scheme, permission scheme, workflow (Which was simplified/changed after this problem occured, in hopes it would resolve the issue), etc. Once finalized, these schemes have not lead way to any problems. I do not believe they are the cause since I've reviewed them and still cannot find the answer to my problem. But I am the one asking for help, so I could be wrong! These schemes are attached to this question, to help those helping me.

Also attached are some images showing the contrast issue views. One picture showing 24 issues within the "View all issues" viewer, in the JIRA OnDemand portal. The other is a picture showing only 19 issues in the JIRA Service Desk application. Both are in the same project, viewed by the same account, and all issues have been reported by the account which is viewing said issues (Following the Report Vieweing Issue Security Scheme).

Problem/Question: With the information and images provided, could someone tell me why our Client account can only view 19/24 issues via JIRA Service Desk, with all of them being in the same project, same schemes, etc.?

Any help would be much appreciated, and Karma will be given accordingly! Thank you all for your time, and apologies for the massive wall of text. I'm just trying to be as thorough as I can!


Images:

Client's view of all issues posted within a project (JIRA OnDemand view):

Client's view of all issues (Service Desk view):


Project Schemes:

The project's Issue Security Scheme:

The project's Permissions Scheme:

The project's Roles:


Simplified/New Workflow added:

5 answers

1 accepted

1 vote
Answer accepted
Evan Navarro Feb 26, 2014

My issue is similar to these: https://jira.atlassian.com/browse/JSD-129, https://jira.atlassian.com/browse/JSD-55.

The problem is that an issue created in the main JIRA portal, doesn't always transfer to the Service Desk portal; in regards to viewing issues. As explained in Issue-129, linked above, JIRA uses Issue Types while Service Desk uses Request Types. This leads to some information getting lost in translation, or just being unable to transfer, etc.

0 votes
David G Feb 25, 2014

Evan,

Here are a few things of note to help you. If the security or permission schemes were blocking visibility of any specific issue it would be blocked on both views, so the schemes are most likely not the culprits.

The most likely cause of the discrepancy is the search queries are not identical in both views. It's difficult to see the content of the screenshots, but at a glance, I notice there are no Reopened issues listed in the Service Desk View. It could be an issue with a status not being accounted for in the Service Desk View.

If you could do 3 things:

  • In JIRA View - click the Advanced link to the right of the query at the top, and post the JQL here
  • In JIRA View - switch the view from Detail View to List View and post a screenshot
  • Identify and list out the 5 issues that are missing from the Service Desk View. Give details, like what status they are in, reporter, assignee, etc.

0 votes
Evan Navarro Feb 26, 2014

David,

Thank you for your response, time, and suggestion(s).
Luckily I've figured out the issue as well as a temporary solution.

Thanks,

Evan

0 votes
Gautier Michelin May 23, 2014

Hi Evan,

What was the issue and can I have a tip on your solution ?

I'm faced to somewhat like your problem.

0 votes
Martin Cleaver Feb 18, 2015
I continue to have similar issues - see https://answers.atlassian.com/questions/12274995 - I've provided a workaround based on Evan's suggestions.
 

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