Customers Unable to View Imported Issues

Question

Hi!

I've encountered an issue with my JIRA Service Management project and could use some help. I imported 109 issues from an Excel file into my Roketsan project. My agents can see these items without any issues, and the import process went smoothly without any errors.

However, my customers are unable to see these issues. When I send them the URLs to these issues, they receive a "something bad happened" error message. I chechked customer permissions and Issue security level.  There is no problem for these.

My agents have no trouble accessing the issues, but customers cannot view them and continue to receive the "something bad happened" error.

Thank you for your help!

Fabio Racobaldo _Catworkx_ · Answer

Hi @Emirhan Türkay ,

please check if the imported issues have Request Type field. Probably that field has been not imported and issues are considering as internal.

For more information please take a look to the following troubleshooting article https://confluence.atlassian.com/jirakb/requests-are-not-visible-in-the-customer-portal-due-to-empty-request-type-in-jira-service-management-777026993.html

Hope this helps,

Fabio