ticket via widget won't appear in service desk

[Emanuel Huber]

Dear all,

I embedded the Service Desk Widget into a website and it seems to be working (at least it's appearing) and I can fill out the form. Even if I attach an attachment, it takes a while (it seems like the attachment is being uploaded) and if I press send, the message 

"thanks! we've received your request..." appears.

But the ticket won't appear in the service desk, nowhere. If I check the console, there is no error...

I already checked with the other question relating to this issue "ticket goes into black hole", but that isn't the issue, because I use the standard form "summary, description, attachment, contact-email"...

Any ideas?

[Angélica Luz]

Hello @Emanuel Huber,

Welcome to Atlassian Community!

Checking the details of your site, I can see that it’s public which is the main setting for the widget to work.

If you go to Project settings > Widget (Classic/Company-managed) or Project settings > Channels > Widget (Next-gen/Team-managed), does it show any error?

If you go to Filters > Advanced search and order by created date only, does the ticket show?

On the widget it’s necessary to add the email address to create the ticket, did you test using your personal email to confirm if the notification was sent?

Kind regards,
Angélica

[Emanuel Huber Customer]

Hi. 

I already tried all of that according to the documentation and I also searched for errors, even in the browser console. Nothing whatsoever.

Yes, I tried with my own personal e-mail. If I create a ticket via portal oder E-Mail, everything works just fine. But not with the widget. I seems like the widget-ticket goes into the nirvana...

[Emanuel Huber]

sorry, I replied with the wrong user

[Angélica Luz]

Thank you for the details, Emanuel.

Did you receive the notification informing you that the ticket was created? 

If you log in to the customer portal with the email that you used to create the ticket via widget, can you see the ticket on Requests > Created by me?

Can you share with us a screenshot of the widget configuration (Project settings > Widget or Project settings > Channels > Widget)? Just make sure to hide private details.

[Emanuel Huber]

Hi Angelica,

I do see the confirmation in the widget, but I don't get it via E-Mail and it's not in the customer portal. 

It seems like the jira-cloud-backend does not get it at all. here is the config, it's more or less standard...

[Angélica Luz]

Thank you for the information, @Emanuel Huber.

Can you please try disabling and enabling the widget and test again?

Also, copy the widget code and add on a text editor and save it as widget.html, then open it on your preferred browser and test creating a ticket. This is just to test the widget alone, without any other code on the page.

[Zac]

Hi @Emanuel Huber 

Did you end up getting this fixed?

We recently migrated our JSM projects from one Atlassian domain to another. We had to updated the Project Role (atlassian-addons-project-access) permissions in the JSM project, replacing (migrated) permissions with the same project one.

We get no errors in the Widget tab and the widget appears correctly on the relevant site and also a test site.

The widget creates tickets for new customers, but not for existing ones. Like you mentioned the tickets go into a black hole.

We spend most of the day comparing permissions and settings between the original site and the migrated one. I just found out the original site is doing the same now, not creating tickets for new users. I can confirm it was working because there are multiple tickets from the same customers.

I bet there's an easy fix to all this.

I've raised this with the support team and waiting to hear back.

@Angélica Luz do you have any ideas?