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

Question

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?

Dexter de Vera_x8nat4 · Answer

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"

John Funk · Answer

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.

b_hafez · Answer

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