Request Types are not appearing in the Requests page in the Customer Portal

[Carla Pasquali]

I have a number of Request Types that customers use to open tickets in the Customer Portal however when customers go to the Requests page, none of the Project Request Types appear in the "Any request type" dropdown.  Customers can see the Request Types from other Projects though:

I believe there might be a permission issue in the Project that might be set but I can't find where.

Any help is greatly appreciated.

Thanks

Carla

[Benjamin · Accepted solution]

Hi @Carla Pasquali .....there shouldn't be any permission issues if your customer is able to open tickets on those request types. I check my list and it's fine. Double checking. Did you tried scrolling down the list to see the entire list?

[Carla Pasquali]

Hi @Benjamin , absolutely, i have checked every single item in the list.

Those Request Types were appearing before in that drop-down so I am not sure what have changed. Perhaps someone has changed something in the Project but I can't figure out what.

Customers can still open tickets using those Request Types though.

[Benjamin]

@Carla Pasquali - The only thing that I can think of maybe causing this your customer portal group has been remove from the browse issue permission in the permission scheme.  This will remove the ability for users to view issues. Take a look there. 

-Ben

[Carla Pasquali]

@Benjamin , I can't find a "Browse Issue" permission in the Permission Scheme for this project. Also, I compared the Permission Scheme with another Project and it's the same.

Not sure what else to look at. Seems to be a bug within the Jira Cloud instance.

[Benjamin]

@Carla Pasquali - Sorry, It should called browse project.  This particular special group should be assign to that permission

"service project customer - portal access".

If you do see it there, then your permission is fine. Sounds like a possible bug.

[Carla Pasquali]

Thanks, Benjamin, the Browse Project permission has been assigned to the

"service project customer - portal access".

Do you know how I can raise a bug with Atlassian?

[Benjamin]

Yes

This is the direct link : https://support.atlassian.com/

There's a button on the bottom to contact support. 

You can always find this link when you click on that question mark on top and go get support. 

[Benjamin]

Hi @Carla Pasquali 

Hope you gotten past your issue. I stumble across an article in the documentation may help.

https://support.atlassian.com/jira-cloud-administration/docs/customize-jira-service-management-permissions/

Go o to the very bottom of the page in regards to issue-level security

[Carla Pasquali]

Hi @Benjamin

Nothing was changed in terms of issue-level security but in any case I reviewed those settings and did not find any discrepancies.

I still think it's a bug. I have raised this internally with our team that supports the Atlassian tools to see if they can find anything.

Thanks for your help with this!

[Benjamin]

No problem. Hope the support team get this resolve soon for you. 

[Jesse Ontiveros]

Would be nice to have the fix posted here to avoid everyone with this issue having to open a ticket.

[Nishant Mehta]

Has this issue been fixed? I'm having the same issue.

[Santhosh ESS]

I am also facing the same issue. How to fix this?