How to add a customer to a Jira Service Management issue that was not created in Customer Portal

[Frédéric Batteux]

Hello community !

I have moved in JIRA some issues from an old JIRA project to a new JSM project. 

And now I have this weird situation: the tickets I have moved don't have the "View request in portal" link as they have not been created through the Customer Portal.

Some of these tickets were linked to colleagues that do not have anymore access to the JIRA solution as they moved to another department. So they don't receive anymore the updates on the tickets.

I have created a 'Customer' access for all these colleagues hoping I could continue exchanging with them using the Customer Portal, but I can't find a way to link the ticket to their Customer access... 

Does anyone have an idea of how I could link these tickets to their Customer Access without the 'View request in portal' link ? 

[Manoj Gangwar · Accepted solution]

Hi @Frédéric Batteux Welcome to the community!

I suggest you that update the Request Type on the issue by choosing the existing request types or create a new request type and link it with the issues.
You can perform the bulk update to update the Request Type after updating you can view the issues on the customer portal.

[Frédéric Batteux]

Thanks a lot @Manoj Gangwar for your answer. 

Unfortunately I can't update the request type on the issue one by one... the Request type field remains empty.


And when I try to bulk change this value, the field is not proposed in the bulk change screen.

[Manoj Gangwar]

It is not showing any request types so first you have to create the request types then you will see the drop-down list.

Go to the project settings>Request Management>Request Types> Create a new request type by selecting the same issue type. 

[Frédéric Batteux]

I checked Request Type config and I can't see any reason why it's not proposed in the drop-down when editing the issue

[Frédéric Batteux]

OK I understand now.
I had to change the issue type first, then I could set-up the request type and it's working fine !

Thanks a lot !!! very helpful !

[Manoj Gangwar]

Thanks, Please accept the answer so it helps others.