Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Jira service desk user can no longer see issues they logged

Hello community.  I have a client who is using our Jira Service Desk.  We have recently transferred this client and all their logged issues from one Service Desk, to a new Service Desk under an organization.   The client can no longer see the issues under their account in the new service desk.  They still see that they have X number of requests but when they click on this they see nothing.

If they log a new issue they can see it.  It's only the legacy issues that got moved from one service desk to another.  




Check Customer Request Type field value for the previous tickets and check if they have valid value or not. You could update this field for one of them manually and check if the customer sees it on the portal or not, then make a bulk change for the rest of them.

If I understand right you migrated all their tickets over to a new service desk with an organization that's named the same? 

Couple things I would check, like Ansar said make sure the Customer Request Type is valid. Double check that the organization is linked correctly for the old tickets. As you're only able to see tickets that are a part of your organization. Check that they're still set as requestor, or participant. And on those fields maybe try updating them to something else, and then back to see if that helps align their access. 

Thanks guys,  Yes, it was the Customer request type. 

Like Ansar Rezaei likes this


Log in or Sign up to comment
Community showcase
Posted in Jira Service Management

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

312 views 0 9
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you