Created Ticket Does not Have "View request in portal" option

[b_hafez]

Hi Community,

We have an external portal for customers to open tickets, and view their updates. sometimes we raise some on their behalf. The minute those are created a link to portal is automatically created. Today we noticed that one of tickets we created for some reason does not have the link to external portal. any idea what could be the reason for that?

[John Funk]

Hi @b_hafez 

If the issue was created using the Create button in Jira and not through the process of submitting a request from the Portal form, then you will not be able to view it though the portal. 

[Dexter de Vera]

Hi @b_hafez  ,

Base on your screenshot, the one was created via request portal and the one is in Jira. To make ticket visible in portal, you need to create the request via portal or select a request type in your jira ticket so it will align as request in portal.

[b_hafez]

thanks for the quick reply Dexter.

Actually, both tickets were created within our Jira, and both are of the same type. there is no difference between the two

[Dexter de Vera]

The view request in portal is only visible if request made f rom Jira portal or have request type. The 2nd screenshot is created directly in Jira. You can see the difference indicated in screenshot "raise this request via Portal" and the other one is "raise this request via Jira"