Jira Service Manager ticket doesn't have portal view

[AJ McBride]

Hey there,

I have created an automation where a ticket in JSM project A is put into a specific status, the ticket will be copied to create a ticket in JSM project B.

I have been able to configure, the same request participants are in both tickets. Although the ticket in JSM project B does not have a portal view link, and where that would be is replace by the statement "[User] raised a request via Jira"

I have also realized that no customer can see this unless the user has permissions to the JSM project B

Am i able to create or 'give' the copied ticket in JSM project B a portal view to allow customers to see, like they would a normal JSM request?

Is there another way to copy a ticket from JSM project to another, allowing customers to see both through automation?

[Mikael Sandberg · Accepted solution]

Make sure that the copied ticket has the request type field set, that is what controls if the ticket is visible from the portal or not. You cannot set the request type as part of the create issue in the automation, you would have to use a branch and set the request type

Or use the new Create issue with a request type component when you create the new issue.

[AJ McBride]

thank you @Mikael Sandberg 

definitely was an issue of not having a request type from the automation; i couldn't add it to the existing automation i had, but was able to rectify the issue another way using this information

Thank you again! 

[John Funk]

Hi AJ

check the history to see who created the issue. It might have been an agent created it directly with the create button outside of the portal. If that’s the case, I’m not sure you can see it through the portal view.

[Cristian0791]

Hi AJ,

You've pointed out the two primary reasons why a ticket might not have a link to the portal, and I think you're on the right track. Here’s a bit more detail to help clarify and potentially solve the issue:

1. Request Type Field is Empty: As you mentioned, if the "Request Type" field is empty, the ticket won't appear in the portal. This field needs to be filled out with a valid request type so that the system recognizes it as a portal request. You can check and update this field directly in the ticket details.

2. Ticket Sharing and Customer Role: For the ticket to be visible to users, it needs to be shared with them. Ensure that the users are added as "Customers" in the ticket’s role. This can be managed in the ticket's sharing settings. If the user is not listed as a customer, they won't have access to the ticket through the portal.

To verify these settings:

• Open the ticket in Jira.
• Check if the "Request Type" field has a valid entry.
• Look at the "Participants" or "Request Participants" field to ensure the user is added and has the role set to "Customer".

If both conditions are met and the issue persists, there might be additional configurations in your Jira Service Management settings to review. Feel free to provide more details if you need further assistance!