Why inability to create a Service Request ticket and a Remedial Maintenance ticket?

[Steven Bortels]

Dear,

For each client we have created the following Request types:

Request type:                                          Issue type:

Remedial Maintenance - Incident           Incident

Remedial Maintenance - Problem           Problem

General Support - Service Request         Service Request (based on Change Request)

General Support - Change Request        Change Request (already existed)

Request a new account                           Access

Our clients are not able to create a 'General Support - Service Desk' ticket. This type of ticket was created by creating the Request type 'General Support - Service Request' and selecting 'Service Request' as its Issue type. 

I assume there is something which makes this not sufficient for our clients to create this kind of ticket. Do you know why this is?

We receive the following error:

They are able to create a Change Request, which already existed in the list when you navigate to Project > Project Settings > Request types

We also receive the same error message for the following Request type that I created:

Request type:                                          Issue type:

Managed Services                                   Service Request

The Issue type 'Service Request' is also used for the Request type 'General Support - Service Request'.

What do we need to do in order for our clients to be able to make a ticket with these Request types and with Issue type 'Service Request'? 

This relates to the following question: 

When I (Admin) create a Jira ticket for client (specific project), client can't see the content

This is very urgent for our clients.

Thank you in advance for your help!

[Angélica Luz]

Hi Steven,

This error is usually related when there is a field set as required on Project settings > Field.
Note that when a field is set as required on this page, it won't show to customers that are required, so it may cause problems on the portal.

Another thing that may cause is a hidden field on the request type, where it must have a default value, but sometimes someone changed a configuration on the field for example and didn't update on the request type. An example is a drop-down list that has 4 values and the default value is the first one. An agent edits the values of this custom field and removes the first value, but forget to update it on the request type. When the customer tries to open, it will try to get the first option, but it won't work, and the error "Couldn't send request" will appear.
To check this, go to Project settings > Request types > Edit fields for the affected request type.

Also, check on the workflow on the "Create issue" transition if there is no validator or post function that may be blocking the ticket from being created.

Regards,
Angélica

[Steven Bortels]

Hi Angelica,

For Request type 'General Support - Service Request' with Issue type 'Service Request' we have no fields that are set as required, except field 'Summary' which can't be changed.

There are also no hidden fields on the Request type. 

Could you please elaborate regarding checking on the workflow?

The workflows of the project are the following:

To edit this scheme, I need to use the global Workflow Scheme page which is the following:

'Service Request (and Access Request) was not specifically mentioned but I've added them and checked if I could then create a Service Request and I couldn't.

Please look into this.

Thank you in advance!

[Angélica Luz]

Sorry, I forgot to attach the screenshot.
You need to click to edit the workflow, select the diagram mode and select the create issue transition.

Below I added some examples that may cause the issue, for example, "Only users with Administer Projects permission can execute this transition". This would cause an error because customers can't administer projects, so they won't be able to create tickets.

[Steven Bortels]

Dear Angelica,

Thank you for your quick reply! 

The problem is only with one type of Issue type, 'Service Request'. Another Issue type that we have, 'Incident' has the following:

The workflow of 'Service Request' doesn't have that:

If I add an 'Open' (=Create) status in the workflow of 'Service Request', would that work?

What needs to happen regarding properties, validators and post functions?

After changing the workflow and publishing it, what effect would that give to the current tickets that have Issue type 'Service Request'?

Thank you in advance for your feedback!

[Steven Bortels]

Dear,

Do you have feedback on this? This is urgent for our clients. 

Thank you very much in advance!

[Angélica Luz]

Hi Steven,

Please, click on "Show transition labels" to select the first transition:

If I add an 'Open' (=Create) status in the workflow of 'Service Request', would that work?
- The issue is related to the transition that is not happening, so changing the status will not make a difference.

What needs to happen regarding properties, validators and post functions?
- You must check if there is something that may be blocking the ticket from being created. Feel free to send us screenshots of the validators and post functions.

After changing the workflow and publishing it, what effect would that give to the current tickets that have Issue type 'Service Request'?
- If you change only the validators and post functions from the "Create" transition, it will only affect future tickets.

Regards,
Angélica

[Steven Bortels]

Hey Angelica,

We are now able to create a 'Service Desk' ticket. Thank you for your help!