Is this a bug? Old vs New "Create issue"

Alain Kovacs
Contributor
August 20, 2024

Hi, 

My use-case is that I need to be able to create issues via an external system with certain fields pre-filled (the most important of them being the Reporter). I do this based on the customer accountId, which the external system retrieves from Jira.

As you can see, I am able to create issues with a particular Reporter assigned to them. I am forced to use the "old?" create issue window, as it seems that it is impossible to get the new one (pop up) via a link (also with pre-filling values). See this question/discussion for more info.

I get a very different behavior between the "new" and "old" and it's puzzling me.

To test, I have created 2 issues, one via old, one via new. They both seem to work in the same way, however, only one can be seen in the customer requests overview (which we plan to use heavily), but I can find both of them if I filter for the reporter. Am I doing something wrong or is this some sort of corner case or bug?

Yes, I am sure I used the same test account (I only have one), I refreshed the page multiple times, it simply doesn't work..

Filter view:filter_view.png

 

Customer view:cust_view.png

 

 

You can see that in the issue, the account is identified correctly, even part of the correct organization.old.png

 

2 answers

1 accepted

3 votes
Answer accepted
Walter Buggenhout
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 20, 2024

Hi @Alain Kovacs,

To be visible in the customer portal, the Request Type field needs to be filled out. That does not seem to be the case on your old issue view test issue.

Hope this helps! 

Alain Kovacs
Contributor
August 20, 2024

damn! Thanks for spotting that, you're a hero! All works as expected now.

1 vote
Dexter de Vera
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 20, 2024

Hi @Alain Kovacs ,

Can you give us a screenshot for your other ticket (new create issue), base on the screenshot of the old issue, you dont have request type indicated. You would need to select a request type in that issue,  to count it as request in customer view. You old ticket is only visible to jira not in customer SM portal.

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