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

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:

Screen Shot 2021-01-12 at 5.43.50 PM.png

 

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

2 answers

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Benjamin Community Leader Jan 12, 2021

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?

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 Community Leader Jan 13, 2021

@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

@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 Community Leader Jan 13, 2021

@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.

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 Community Leader Jan 13, 2021

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 Community Leader Jan 18, 2021

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

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 Community Leader Jan 19, 2021

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

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

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