I've got a Service Desk project (A) with associated Portal - where customers can raise issues. However, if I create an issue using Jira on project A, then it is not visible on the Portal under the "All" requests - so the customer can't see all issues related to them.
Anybody know how they can see them?
Hi @Simon Singh,
Two common reasons why they are not showing:
Hi @Walter Buggenhout _ACA IT_, I can't see the "Request Type". If I look at it in Fields, it says this:
"Request Type Locked [Default Text Renderer]
Holds information about which Service Desk was used to create a ticket. This custom field is created programmatically and must not be modified."
I've added it to my Create Issue screen, but it's not showing. Is this the correct field?
You cannot use the field on the Create issue screen. To fix your current issue, the quickest way will most likely be to perform a bulk update on your current issues.
In issue navigator, search for all issues that are missing the customer request type:
Project = <your service desk project> AND "Customer Request Type" is EMPTY
Next, bulk change the Customer Request Type:
To make sure the request type is set correctly and automatically when new issues are created, I would recommend you to add an Automation rule instead of doing this manually. Here's an example:
It is a Custom Automation Rule with the following configuration:
Customer request type maps to Jira Issue Type. So make sure to add a condition and matching Request type selection for each issue type.
@Walter Buggenhout _ACA IT_, thanks for your patience on this issue. I've now managed to get an issue displayed on the Portal by creating an automation for updating the Request Type.
However, the issue only appears after I also edit the Organization via a bulk change. It looks like Organization is not available to update in the Automation. Do you know how I could automate this?
Hi All, We are using Jira and JSD together. I want to provide Jira service desk view link from Jira software ticket view to customers.
Since customers don't have agent permissions, so they are not able to see "View customer request", but they have jira software application permissions
I have a similar issue but the answers suggested here don't seem to fit with the next-gen service desk. When I create an issue logged in, I can see it in the portal, but when I submit an issue anonymously through the portal on a different machine, I can only see it in JIRA, not in the portal.
Where might I be going wrong?
I can see EDIT-7 in JIRA:
In the portal, EDIT-7 is not visible:
Hi Digital Doom,
hi at all,
did you ore someone else resolve the issue? Would you like to share the solution with us (me)?
I am in a similar (the same?) situation as you.
I would appreciate any kind of help and will share solution with you, if I will found by myself.
already get rid of the problems described in my answer yesterday :-)
Hope, some of you will save some time with my entry.
I'm new to configuring the SD Portal. In my experience earlier this evening, I found that I had to configure the Organization, add the portal customer to the Organization, and then share the issue with it. I want to look into the automation or bulk edit options as I only see how to share with the Organization when viewing the issue in the Portal and not all issues have that handy "view in portal" link (other problem to solve tomorrow).
At the ticket view in Jira (you need an agent user with sufficient priviledges), you can edit the request type and add the one from the portal, in order for the portal to show it. At the same time, only the reporter can see the ticket at the portal. If you want other users to have visibility through the portal, you need to add participats through the portal.
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