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Not able to see raised ticket once created


I am new to Jira Service Management and facing an issue to have my portal operational. When my customers create a ticket user the customer portal, they cannot access it later on. They see on the top right hand side that they have created a ticket but it is impossible for them to access it in the customer ticket list. 

The message displayed is "We couldn't find any request" 

I checked at the permissions level (customers e-mail address added in the portal within its organization), at the request type level (visible request type), status and workflow are configured so they are visible to the customer.

I might be doing something wrong but I cannot find what it is.. Any insights?


Thank you much 

4 answers

3 accepted

0 votes
Answer accepted
Judd Garratt - Path of Trees
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Oct 09, 2023

Hi Coline,

Sometimes this happens because the 'Reporter' field is hidden for the project and JSM can't see who raised the request. There is a doc article you can follow to unhide the field if needed.

Other times there is issue security set and the security level doesn't include 'Reporter' and 'Service Project Customer - Portal Access'.

It's always worth double checking that 'Request type' is set for the issue as well. If this isn't set, the issue won't show in the portal.

If none of these solve the problem, feel free to reply and I'll help you keep troubleshooting :)

0 votes
Answer accepted
Esteban Diaz
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Oct 09, 2023

Hi @Coline Laprade , 

Have you checked you project Permission Scheme?

Browse Project permission needs to be granted to customers:

customer access.PNG


Esteban Diaz 

0 votes
Answer accepted
Fernando Eugênio da Silva
Community Leader
Community Leader
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Oct 09, 2023

@Coline Laprade 

Can you confirm that as a project agent, the ticket is there and can be seen?

Some things that can cause this to happen:

Is there a Security Level applied to the issue? If there is a security level applied, it is likely that the 'reporter' is not declared as a person who can view it.

After your customer creates the ticket through the portal, is there any automation that is removing the request type? Basically request type is what connects the Jira issue to the portal, without it the customer cannot view it through the portal.

Hello ! thank you all for your feedback, I had to change the security level ( remove it) and it worked ! 

Have a wonderful day ! 

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