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I created an automation that created a ticket from a Jira project TO a Jira Service Management Pro

I created an automation that created a ticket from a Jira project to a Jira Service Management Project.  We (my internal team) can see the newly created ticket but our customer can not.    I have tried adding their organization to the organization field, making them the Reporter and verified that the issue type exists within the JSM, but none of these will allow our customer to see the newly created tickets.  Any suggestions?

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Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 10, 2023

Hello @Chris Wiggins 

Welcome to the Atlassian community.

Did the Request Type field get set in the JSM issue when you created it through automation? A JSM issue must have a Request Type value to be visible in the customer portal.

Yes, I used an existing Request type that is currently visible to our customer when creating the ticket(s).   For example, the following is currently visible by our customer: [System] Incident and I used the same value when creating the new tickets.

Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 10, 2023

How did you set the Request Type field in your Automation? That typically has to be done with the Edit Request Type action.

Can you show us the Automation rule?

Please tell me how to edit the request type.  

Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 10, 2023

Ah, yes, you set the Issue Type. The Request Type is a separate field.

Without seeing the details of the entire rule, my general instructions are that after the steps where you create the new issue you will need to add a For branch, selecting Related Issues > Most Recently Created Issue. Within that branch you will need to use the Edit Request Type action to set the Request type field.

Note that if the rule is triggered by actions in the Software project then I believe the rule will need to be changed to a multiple project scope rule, naming the Software project and the Service project in the scope, in order for the Edit Request Type action to work. Making a rule a multiple project scope rule can be done only by Jira Administrators.

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